I'm having problems with our landline on the NBN. I have made dozen of calls. Each time I have to go through and trouble shoot again the issues only to prove that IT'S NOT WORKING. What ever happened to customer service. I understand that the first phone call they can ask you to do the normal, restart, reboot, reset etc. But after that proves it doesn't work, then it should be an automatic service that someone is sent out to fix the service that Telstra is very happy to take money from me for. It's like pulling teeth to get anyone out to have a look. Instead I have to spend hours of my time (time that I would normally be earning money) trying to work out why their service does not work. When my customer has a problem with a product I produce I fix it. I don't talk them through how to fix it themselves. Should I be sending Telstra an invoice for my time? What ever happened to customer service?
Was this helpful?
Hello, I'm not an apologist for Telstra, but my Laptop manufacturer, desktop manufacturer and alarm system provider also expect me to see if it can be fixed by phone.
When I worked at head office support for a major, major mobile phone manufacturer 25 years ago, their policy was also the same, as most "problems" were "finger" problems, that is, the customer's issue was not always the actual handset.
I do see the philosophy of your argument, and it's thought provoking, though impractical, and would increase the actual sale cost of the original item or service.
If you had another telstra modem that has the VOIP feature (TG797. TG799, TG800. DJN2130 or DJN0230) that had its WAN port connected to a LAN port of main modem then this would stop the VOIP phone working on both modems.
If you want to use the second modem to extend your WiFi range there are two ways of doing this without effecting VOIP service.
Best also to change WiFi channels so there is at least four channels separation between modems and both have same SSID and password.
Need a hand or want to share your expertise?
Register for CrowdSupport and get involved