CrowdSupport®
Level 1: Cadet

Provisioning NBN nightmare

How can a telco with so much technology at their disposal find it so difficult to activate an account? How can 2 departments not be able to communicate with each other to solve problems?  How can a multinational company structure its support service so nobody is responsible or accountable for  solving a problem! I am telling everybody I know that not under any circumstances should you select Telstra for NBN and even more so for businesses and that Telstra should win the award for the most appalling customer service! If you are now comparing providers for your NBN service DO NOT choose Telstra.

 

Todays date is  08/03/2016

 

Here are the facts

  • 23/02/2016 I signed up to a NBN plan (Data & Voice) and received the email confirming the day of NBN installation, my address, the delivery address for the Telstra gateway and my assigned NBN case Manger with reference number and ID PIN for my assigned case manager.
  • 25/02/2016 I received an email that my hardware had shipped
  • 29/02/2016 I received a reminder email about the appointment
  • 02/03/2016 was my day for installation, the installer did not arrive, I rang the case management number and they told me that it is common for the installers to work late. However nobody turned up. I did not receive any contact from Telstra explaining why nobody turned up or even to reschedule.
  • The next morning 03/03/2016 I had to call Telstra (as the case management neglected my case) to try organise the connection. After some resistance I was able to have them call NBN who called the contractor and organised it for later that day. The technician was adamant that he did not receive the job. As it was a new house in a new area he needed to connect the fibre to the premises. All went well, green lights on all the equipment and he left.  for about 2 mins after he departed we had an internet connection. Then we were unable to access the internet despite the having green lights on the gateway indication that there was an internet connection.
  • Still on the 03/03/2016 I received an email saying ‘We’re pleased to let you know your NBN Connection Box has been activated and your Broadband service is ready for you to connect via your Self Installation Kit’ and ‘You should do this as soon as convenient, since billing for your new service commences the day your Self Install Kit is delivered” So I am paying for a service that is not even activated!
  • I rang Telstra and they told me to reboot the equipment, no surprises that did not achieve anything. Then they were not sure if there was a fault or that my services were not activated yet but in anycase I should wait 24hrs
  • I phoned on the next day 04/03/2016 and was told they need to check with the activations team and that I need to wait a further 24hrs and call back then and they have escalated the issue.
  • I phoned again on the Saturday 05/03/2016 after being on hold for 1 hour and 20 mins for them to advise that the that actually the activations team does not know what the problem is and they do not work on Saturdays (so why tell me to call back) and had raised a ticket with the “IT Department” which appears to be the secret service of Telstra that neither the activations team or the case management team able to communicate with them except by raising a ticket but he did say a ‘manual activation’ was required. The man from the case management said to call back Monday morning.
  • Monday 07/03/2016 13 days since I had booked in with Telstra as instructed I called back the case management team and they said they had not heard from the activations team. I then ask them to call the activations team, they of course said they had not heard from the “IT department” And I just need to wait, I asked to speak to their manager who said that he or any of his managers have no way to communicate with the IT department. I also said that almost every time I spoke with somebody they told me they would phone me back which they never did. The manager said give him to 2pm and he would make sure somebody would call. Again no surprise nobody phoned back. I then rang yet again and was again told there is no way for them to contact the “IT department” and it takes 48 business hours (no longer 48 hours)to receive a response  from the IT department and I just need to wait.
  • Tuesday the 08/03/2016 I reboot the equipment hoping that I would be able to connect to the internet and again no access! I then called my case manager who was ‘unavailable’ as usual and I left a message to please phone me back, she left a voicemail saying that I need to cooperate with them(unbelievable) to fix the problem and I may need to wait another 48hours

 

So basically Telstra is saying too bad we didn’t connect your service, but you are already paying for it and you just need to wait and we might get around to trying to help you or maybe you will just have wait for another 480 hours !

 

If the problem is as told, that a manual activation is required why can’t somebody be assigned to perform this task and just do it!

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15 REPLIES 15
Highlighted
Level 1: Cadet

Re: Provisioning NBN nightmare

Update

It is now the 16th March and I still do not have an internet connection (13 days since the NBN indoor box was installed and activated. Remember My order date for this was on the 22nd February

After being told to wait 24hrs-48 hrs every time I rang I had no choice but to go to the Ombudsman. But in order to be able to lodge a complaint with the Ombudsman you first must lodge a complaint with telstra and obtain a reference number. You are also meant to be assigned a case manager but they said I would have to wait 5 days before I will be assigned to case manager!!

I now have been assigned another case manager who is ‘addressing my complaint” and thus far has been less than helpful and in fact been rude and flippant He told me that these provisioning errors can take months and that there was no option to restart the whole thing and I just have to wait. He has not attempted to provide any solution. I then asked could he organize a dongle in the interim. He said no but I could go buy one and I would be reimbursed. Would anybody who has experienced what I have with Telstra actually believe that would happen? And the point here is why did I have to come up with this solution? Why was this not offered by Telstra a week ago??

Highlighted
Level 1: Cadet

Re: Provisioning NBN nightmare

Have fun. I just gave up today. On the 13th of February I placed an order for NBN to be connected in the house I was moving into. The box was already installed there.
I moved out of my old residence on the 15th of February.
Since then they've cancelled my order TWICE. I've spoken to numerous different Telstra employees, made dozens of phone calls, and waited for my "case manager" to call me for 3 weeks with no luck.
Yet another "specialist" phoned me today and said that yet again my order has been cancelled and I need to start again.
It is ridiculous. I was a Telstra customer for most of my broadband life, and I'm done. It's been over a month and I have to drive to the library to use the Internet.
They put free data on my mobile, but I can't use it unless I recharge. Helpful, great way for me to have to pay more money while they screw me around.
I'm so frustrated and sick of speaking to dozens of different people who 1. Don't know what they are talking about, and 2. I can barely understand.
So here I sit, at the library using their wifi because Telstra can't get their **bleep** together and connect the Internet.
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Level 2: Rookie

Re: Provisioning NBN nightmare

I have had the exact same experience.
Placed NBN order online on the 10th Feb, received the confirmation email etc... Waited a few days and called to check status on the order... Something had gone wrong with the system... Spent an hour on the phone placing the order verbally....again waited a few days and clean to confirm. Order cannot be found and I have apparently provided an incorrect ref no... Tried one last time and was promised a callback from the investigating case manager as he could see the order but could not give any details as to why it wasn't progressing... Two weeks later have not heard back from him and have given up.
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Level 2: Rookie

Re: Provisioning NBN nightmare

I had my NBN installation appointment yesterday (HFC, previously on Telstra Cable so it should be simple). Installed everything as per instructions but the "internet" light on the gateway won't go green. In other words the internet is available but Telstra hasn't activated it yet. None of the instructions mention having to wait at all - you're meant to be able to plug in and start using it straight away.

 

Called Telstra and they said "hmmm well your appointment was only today - wait 24 hours and try again, it's still 'provisioning'".

 

I am having flashbacks to the original cable installation when the exact same thing happened and they took 3 weeks to do something as simple as activate the account.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Provisioning NBN nightmare

Has a NBN tech come out and installed their modem yet? (Arris CM820) If so, what lights are on/off on their modem?

I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 2: Rookie

Re: Provisioning NBN nightmare

Yep they installed the NBN box which has 4 solid green lights.

 

Installed the Telstra Gateway but the "internet" light stays white and will not go green. Telstra said this was because it was still "provisioning" which from previous experience suggests that someone at Telstra just needs to do the paperwork on their end.

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Telstra (Retired)
Telstra (Retired)

Re: Provisioning NBN nightmare

Hey Xandrax,

 

Do you have an order/reference number such as the ones at the following link: https://crowdsupport.telstra.com.au/t5/General-Services-KB/What-Reference-Numbers-can-I-obtain-from-... so I can follow up on this for you?

 

-Georgie

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Highlighted
Level 2: Rookie

Re: Provisioning NBN nightmare

Sure, I've just sent you a PM with the details.

 

Thanks

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Telstra (Retired)
Telstra (Retired)

Re: Provisioning NBN nightmare

Thanks Xandrax.

 

Thanks for sending that through. From what I can see, you should be able to remain connected to your copper network for the time being however once you call our NBN team directly on 1800 834 273, they should be able to push the order from "Provisioning", to a "Complete" status.

 

Please give this a try, and let me know how you go. 

 

-Georgie

 

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Level 2: Rookie

Re: Provisioning NBN nightmare

OK. By "copper network" do you mean my existing cable internet service?

 

I'll call tonight and see how I go. Still not sure why it doesn't just work (instructions don't mention having to wait or call). I imagine if this is common then a lot of people will be confused at why their connection doesn't work straight away as per all previous communications from both Telstra and NBN.

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Provisioning NBN nightmare

Sorry, autopilot mode and I said copper network but what I meant was your existing service (in your case, yes, cable).

 

Usually, when you connect your modem it should just work, however in some cases, the system gets a little stuck and needs that extra push from us to progress the order to a complete status. 

 

As all the lights are on, this is a good indication. When you go home, perhaps unplug the modem and plug it back in again and try and re-connect. If you still have issues, then call our NBN team.

 

Let me know how you go.

 

-Georgie

 

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Level 2: Rookie

Re: Provisioning NBN nightmare

Hi Georgie,

 

The call did not go well.

 

  • I spoke to Raymond
  • He could not find the order number, even after I gave him my phone number, name and birthday.
  • He said the system thought my name was Peter (I don't know who Peter is)
  • He said the system thought I was connected to ADSL (I'm on cable)
  • He actually asked me to call back in the morning because he couldn't find it (I refused)
  • He eventually found my order after about 10 minutes of confusion.
  • He said the "NBN portal" is down and that my connection has been forwarded to the Activations team and will take at least 48 hours. I am not to call Telstra until 48 hours has elapsed.
  • I asked if this was normal and he said no, it's a problem on NBN's end and Telstra can't do anything.

 

I would believe him, except that I had this exact scenario play out when I ordered cable and it took Activations several weeks (and about 10 calls to Telstra and a complaint) to perform a simple task. In this case I am pretty skeptical that NBN is at fault here, given Telstra's incompetence every step of the way. I have no confidence that waiting 48 hours will accomplish anything - in my experience this is just kicking the problem down the road so that another call centre person has to deal with it.

 

Any advice?

 

 

PS my existing cable connection is now operating at 25% of the previous speed, just to add insult to injury.

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Telstra (Retired)
Telstra (Retired)

Re: Provisioning NBN nightmare

I am terribly sorry to hear this has been the case. I will raise a Complaint in regards to this delay and forward it to our NBN team and request that you are to be contacted with a resolution ASAP. Usually this occurs within 48 hours however I will ask if it can be tomorrow if at all possible. What is your preferred method of contact i.e. phone, email? 

 

-Georgie

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Level 2: Rookie

Re: Provisioning NBN nightmare

Email (@gmail.com)

 

I've been doing my own research and may have found an NBN HFC activation issue that others seem to be experiencing, including one or two people in my suburb.

 

https://forums.whirlpool.net.au/forum-replies.cfm?t=2605747

 

So it's possible that it is an NBN issue but I also can't rule out a Telstra issue (as well). If there's a widespread issue on NBN's end then it shouldn't be too much to ask for the call centre staff to be aware of it and be able to explain it to customers.

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Provisioning NBN nightmare

Thanks for providing that info. I have relayed all of this to our NBN Complaints team and asked that someone be assigned to contact you so we can progress your order. This should occur inside the next 1-2 days, however as mentioned, I've requested it to be ASAP. 

 

In the meantime, you should not be charged for the services until they are connected. You can contact our Tech Team on 133 933 to see if there is anything that can be done about the slowing down of your Cable. 

 

Let me know if there is anything else we can do to assist.

 

-Georgie

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.

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