Hello everyone,
I made an online order to join Telstra NBN and to port my existing home phone number.
Is Telstra meant to notify my previous provider about me switching over to Telstra as it was porting my number?
How come I still got charged the monthly amount by my previous provider?
ps. my Telstra NBN is now active, but my previous provider service is also active even though I ported the number to Telstra.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.
Hi purple_scorp, I can only imagine how frustrating this has become and may I ask if you have a ref # at all for the order you placed to bring your land line over to Telstra please?
May I also check if the NBN is currently about to be installed in your area which may be having an impact on the move over? You are able to check your location for a status by clicking on https://tel.st/pzz4a
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@MammaB which reference number for which order. I've had four orders.
17 Jan 19 - Order 1 - placed by online Telstra sales (but somehow order was for incorrect address and phone number - modem turned up at right address though)
Order 2 - created by Telstra Case Manager to replace Order 1 (but was also for incorrect address and phone number)
Order 3 - created by Telstra TIO Case Manager (included a temp Telstra number which is what the Case Manger said had to happen to get number ported)
NBN installed on 22 Feb 19 but, Telstra did not activate service (don't know why) so I had no phone or internet.
Order 4 - created by Telstra to replace Order 3 because apparently the completed box wasn't checked on Order 3 and it was automatically cancelled.
1 Mar 19 Telstra activated NBN with a temp landline number and I've been waiting ever since to have the Optus number ported in.
12 Mar 19 Telstra TIO Case Manager said I would have to cancel NBN so he could create Order 5 because he says, that's the only way to port number.
I'll give you the SR1 number. SR1-1884343985162
If you're going to tell me that you'll send a message to the Telstra TIO Case Manager (that's what a heap of other Telstra Agents keep doing), I doubt it will change anything. When I spoke with him last, he said he was going to hang up because the conversation was going in circles because, I would not accept that after waiting for 44 days to have NBN connected, that I would now, some 10 days later need to cancel the NBN service to get the number ported in.
You've had four orders and attempts to get it right. I'm not going to stick around Telstra for a fifth order.
Hi purple_scorp,
I can appreciate your frustration and disappointment with this experience around your order to have your number ported.
It's disappointing to read that the connection was processed without your number having been ported. In this situation the case manager is correct in needing to place a new order for your connection with the porting as this is the process needed to request the number from the other provider.
I hope that this is completed soon and your number connected as you've requested. We understand that delays like this are frustrating and we sincerely apologise for the inconvenience.
Keep us in the loop how you go.
-Ern
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Hi purple_scorp, I can assure you that a Case Manager shall be assigned and be able to investigate this and what needs to be done asap. You should be contacted personally by this person to address this in more detail. They shall also be able to look at any possible future adjustments if required to your account. It shall normally be between 4-5 Business Days for the Case Manager to investigate your complaint, look at how to obtain the best resolution and then make contact with you.
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Thanks. A Telstra case manager was assigned this case on 12 February. This is day 38 since he picked up my case. It's well and truly been more than the 5 business days.
I am sorry you have been awaiting contact. I have contacted our Complaints Management Team directly and requested this be investigated and you contacted asap. Once again I do apologise.
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
All moderation actions are supported by the CrowdSupport Community Guidelines
Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.
@Fink63 I opened a TIO complaint against Telstra on 31 Jan 19.
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