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Really sorry to hear that infrastructure's not quite ready there yet. To run through your specifics and options, please call our NBN Assurance team on 1800 834 273. They'll happily run you through your options, and cancel if necessary.
Please let us know how you get on. - Matthew.
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Hi @Oops2,
I'm sorry to hear the difficulties you've been experiencing with trying to secure an nbn connection. I can appreciate this would be frustrating and this is not the service we wish to provide.
In this instance, I would recommend lodging a complaint and you can do so here. This will generate an SR reference number once submitted and I ask that you pass this on to me so that I can follow this up for you.
Please let me know how you go.
- Matty
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Sorry you have not been contacted.
I have sent a contact request to our complaints team for you.
Let me know what happens.
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Ok thank you. Hearing you loud and clear, please let me know when your case manager calls. Thank you.
- Ryan
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Hi Oops2.
I sincerely apologise that you have not yet been contacted. I can see our previous correspondence with the NBN complaints team has resulted in your case manager being assigned and they will be in contact soon.
I have now reached out directly to your complaint case manager and their supervisor via email. I have requested that they contact you via phone as soon as they are available to do so to update you on this and what they are doing to resolve the issue.
I know we have advised you of this previously but I can see the complaint is progressing and our escalation has not been in vain.
If you have not received contact from your case manager within 24-48 business hours (as I am not privy to the case managers individual work schedule), please come back & let us know here so we can take assist further.
Regards - Tom
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Hi Cahn, I can see your case manager has been in contact with you recently, however we'll be happy to request further follow-up from them to provide an update. Please keep in mind Telstra has no control over the NBN, however I do apologise your expected NBN tech did not arrive as booked. Until that work is completed by nbn Co Telstra or any service provider cannot complete your connection. I am sure we're working on this for you as best we can in the meantime. I apologise again for the experience so far.
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