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Please can you advise me if this coincided with you churning / moving from one mobile network eg Optus to another eg Telstra (or Vodafone}
Having actually worked for 2 mobile phone manufacturers and 1 network mobile phone exchange, I can assure you it is NOT a phone problem.
Once you advise me if you have churned networks or not, I will then advise the next thing to do.
Thanks, I thought i twas this.
When you churned from Optus to Telstra, the churning operater forgot to tick a box.
You need to speak to ring 132200 and speak with the "Mobile Activations" or "Mobile Churning" department.
Most probably Mobile Activations, as churning department is generally not accessible.
Explain this to Mobile Activations and have them notify the churning department of the problem and it's a simple matter of ticking a box.
Basically, Telstra manage an office doing churning, with also Optus and Vodafone staff also together in that one office and together they process the churns in the one area from network to network.
Customer service or technical support can't access the churning department, BUT w Mobile Activations can.
Thanks, don't wait for them to ring, as it will rarely happen. Keep ringingplease..... as you are entitled to a full service.
If you are not followed up, as a last resort....please ring 132200 and say "Complaint" preferably in business hours .
The right people can fix this in 30 seconds....so please don't give up
PS Many thanks for the kudos
There are a number of options on the computer system which allow the various services to be churned.
For example, text messages,...purely as an example.
My knowledge of their system in 2015 is outdated, as I have been retired for some years.....but I do know that when they churn you from Optus to Telstra, (or VF to Optus or Telstra, or any combination) ,,,,on the respective computers, they go through the "churning" process so for instance all services follow the change.
In the early days if you were out of Australia and sent a text message to an Optus number (purely as illustration) that had been turned to Telstra, in the very beginning of churning many years ago, there was a problem of the customer receiving overseas texts on Telstra after the churn. I know that for a fact, but that is NOT your problem.
What should happen is that the Optus and Telstra operators at the Churn Centre will check your settings to check if something is not completed as it should be. When I say "a box just needs to be ticked" it is a euphanism for saying that they need to check for a function that apparently has been overlooked, that prevents to receiving Optus calls.
I don't know what department you spoke to, but it sounds like you did not speak specifically to Mobile Activations, as they would have a trail on their screen/s of your connection, and would know exactly what to check, or instruct the Churn Centre to check out your churn on their systems.
That is why I suggested you be sure you were actually speaking to "Mobile Activations" who would be constantly in touch with their Churn Centre colleagues, who can isolate where the error is, that is causing your problem.
Ring again and say "Mobile Activations" and when the person answers, if they are not in Mobile Activations, insist they connect you with Mobile Activations. It is there that your problem will be correctly address.
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