Can anyone help me. It has been 2 months now and I am unable to get my mother's phone connected. My mother moved from her home to an Assisted Living place on the Gold Coast and either her or I have spent 1.5hrs plus on the phone every single day over the last 2 months and we are getting nowhere. Telstra are now billing us for a phone and internet connection plus IT support and nothing has happened, we still have a dead phone and whilst we had the internet for a week, it is not working anymore. I am so over getting transferred from one department to the next and speaking to people who don't speak English except to tell you to have a nice day and my mother is at high risk of heart attack and stroke and her emergency button runs on the phone line and she can't use that either. I refuse to pay any bill for no services and find it absolutely disgusting that it is now 2 months and I am still none the wiser. I run a business and spend hours on the phone to Telstra whilst losing business myself as my phone is constantly engaged - currently on hold now for 58 minutes. Any ideas because nothing is working and my mother being old refuses to change providers as she has always been with Telstra - what a load of rubbish this company is.
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What type of connection does she have (ADSL/phone, NBN -FTTN/FTTP/HFC/FTTC)?
If it is an NBN connection, what colours are the lights on the modem?
Typically, the emergency pendants do not work on an NBN connection and need to be changed over to one that work on the mobile phone network.
If it is an emergency button that is hard wired into her room, then it may be worthwhile talking to the complex's manager to find out how the telecommunications infrastructure is wired up. Some places have all the comms go through a PABX or MDF, and if something has happened there then it could be causing the issue.
Hey Sue881, thank you for your post.
I am so sorry to hear of her experience and that this has not been resolved, that is disappointing.
You mentioned you are waiting from complaints, what was your complaint reference number? If you could please provide we will use this to contact the case manager and request they follow up with you guys as soon as possible to assist.
Thank you.
- Ryan
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Hi Sue881,
How long ago did you submit the complaint? As Jupiter mentioned it can take up to 5 business days to be contacted by our case manager. If it has been longer than 5 business days, please let us know the complaints reference number (SR 1-) and we can chase this up for you.
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Hi Sue881,
Thanks for confirming that. If the issue is with the billing rather than the subject of the complaint I would suggest chatting with our billing team here https://tel.st/zgf75 and they will be able to sort this out for you.
Let me know how you get on.
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That's good to hear. If you have any more issues don't hesitate to reach out.
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Hi @Sue881,
I'm sorry to hear that, if you'd like I can follow up with your case manager about this?
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Please let me know if you have any further trouble with this.
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