Level 1: Cadet

Staff Connect to normal Telstra Service

Hi All,


I went into store last week (13/10/19) to upgrade from staff connect plan to 60gb Medium Telstra plan (normal plan) with iPhone 11 Pro Max.


The order was placed and I received the phone immediately, however the order is still provisioning after talking to chat numerous times, and having a case manager assigned.


I spoke to chat again tonight and requested that the order be cancelled and I return the phone. Reason being is that I have been made aware that I can transfer from staff connect to TOMs service with a standard handset included.


My question is - what happens when order are stuck in provisioning and also, it looks like cancel request is also stuck.

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Support Team
Support Team

Re: Staff Connect to normal Telstra Service

Hello @kroogz82 I'd recommend discussing your case directly with your assigned case manager in this instance, as the answers as to whether or not you can cancel a device you've already received would be dependent on your specific circumstances and their decisions. 


Orders stuck in provisioning would be routed to a remediation queue. It's unlikely a cancel order against an already stuck order would be successful.

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