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_ryan
Level 1: Cadet

Telstras flawed system: Telstra cable present in house but not available according to Telstra

Apparently Telstra can't answer why I have a Telstra cable running out of the wall of my living room. 

 

Telstra.com.au and the consultants over the phone say I can't get cable internet connected at my property (I've just moved in), but only ADSL2+. I urgently needed internet, so resorted to ADSL2+ internet, but I have one question which no Telstra representative has been able to answer. It's been about 5 days and an excess of 10 hours on the phone being transferred to different departments - each telling me that they can't help and that another department can. 

 

Here are the simple facts: 

 

  1. I've just moved to a new unit. There's a white wallplate in the living room with the Telstra logo clearly imprinted on it (see photo attached). There's a 2m black coax cable running out of it. This is the kind of cable used for Foxtel and cable internet. 
  2. I'd like to install Cable internet as a preference to ADSL2+
  3. Telstra has told me repeatedly that I can't get Telstra cable at this property.
  4. My next door neighbour, who lives in a building 2m away, has Telstra cable broadband internet with Telstra. 
  5. When I ask why there's a Telstra branded coaxial cable running into the living room, Telstra are unable to assist. They just say that "on their systems" they cannot install Cable internet to this area, and that I'll be charged another $192 for a technician visit. 

 

It's a very simple question: If I have a Telstra branded wall-plate with a Type F coaxial cable running out of it in my living room, why is Telstra saying that (a) they can't provide cable services to my premises and (b) they have never provided cable services to my premises?

 

I've had two Telstra technicians come here in the last month, and now Telstra are trying to charge me another $192 for a third technician to visit to see whether this cable can be activated. I refuse to pay a third technician, when the first two refused to look at the cable saying it "wasn't their job." 

 

On Sunday (2 days ago), I was told by a Telstra consultant that I would be receiving a visit from a Telstra technician yesterday, and they would call before they arrived. I received no such visit or call. When I asked Telstra today why, I was told that "no order has been put through for a cable connection, and as such we can't send through a technician." No explanation was given to me as to why I was told what I was told 2 days ago. No apologies either. 

 

My matter has been escalated as a complaint (SR1-155602229115) by a Specialist, who has just informed me that I will receive a call from a case manager in the next three (3) days. I'll proceed to lodge a complaint with the TIO, as under their terms, a resolution must be reached within three (3) days by the provider. Going through the Telstra mechanism, it is possible that I may just receive a call on the third day without any effective resolution. 

 

In short - the guys at the Telstra call centre (Phillipines) are very professional, coherent, and articulate. They're the best consultants I've ever dealt with for a call centre. They have made a few errors though in their advice it seems. However there's something fundamentally wrong with the systems in place. One process doesn't communicate to another - and information is lost. The number of times I've been cold-handed to another representative, had to state my name and date of birth and issue of concern is ridiculous. I've now been told that I have no records on my system noting that I had wanted a technician to check the status of this cable - and I've been calling Telstra since 15 January. 

 

Another poster made by someone who has almost an identical problem was resolved by a technician visit. I copy and paste from here (http://crowdsupport.telstra.com.au/t5/Home-Broadband/Cable-present-at-house-but-not-available-accord...

 

"I have just spoken to the guy who does commercial quotes.  He found that my house was already connected up to the network, but for some reason it was listed as a 'satellite service' property, so it would never show under the serviceability checks (both internal and external).   He is moving it back to being listed as a cable serviced property, and once that has propagated through the system, my order can proceed."

 


Perhaps I'm having the same issue. If so, I don't see any justification whatsoever as to why I should pay to rectify a Telstra administrative/system problem if this is the case. 

 

Very frustrated. Patience running very thin. 

 

Screen Shot 2014-02-11 at 12.12.02 pm.png

 

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1 REPLY 1
BMac
Level 13: Super Sleuth

Re: Telstras flawed system: Telstra cable present in house but not available according to Telstra

Hi ryan,

It's a very simple question: If I have a Telstra branded wall-plate with a Type F coaxial cable running out of it in my living room, why is Telstra saying that (a) they can't provide cable services to my premises and (b) they have never provided cable services to my premises?

 

It may have been wired to have Cable but the service may never have been provided to that premises so there's no lead-in from the street, it may have been serviced by Optus cable previously which means Telstra hasn't provided a service there, you haven't mentioned but if you're in an apartment or a townhouse you sometimes need a commercial quote to find out the cost of the install (which you yourself have mentioned) which might be as low as $100 or may run into the $1000's and its up to you or the owner to wear that cost. There are any number of reasons unfortunately.

 

Complaint is probably your best bet to have this one resolved, you have to have tried to work it out with your provider before the TIO will come into it, hope this info helps.

Please note that I am an Telstra employee posting in my own time and on my own volition, my opinions and advice are my own and do not constitute the views, values or policies of Telstra.

If you like my answer please Kudos my post Smiley Happy

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