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PG5
Level 1: Cadet

Status of my new connection order placed online

Hi

  I am trying to be a new Telstra customer. New connection to a new house, no move. I wish Telstra would just take my money and setup the thing. It should be an easy case: previous owner used telstra, and NBN is already setup.

 

  I placed the order of the internet + phone plan online on 9 Jan, and received a confirmation email from no-reply@telstra signed by the mysterious Fiona Hayes that I am sure no one can reach (why then put a name with a no-reply?). This email looks like this:

 

....

Thanks for placing your online order.
What's next?
We'll process your request within 24-48 hours and contact you to clarify details of your order if required.
Your order
Order reference number: NAXXXXXXXX

...

 

  Since Monday 13 Jan, I am trying to understand what is the status of my order. No one at Telstra is able to pull the data. I am being told that the reference number should not start with "NA", and that I should try the online forum. I have called so far: 1800 431 241, 1800 834 273 and 132 200. Being polite, but I am on the edge. I wish someone would tell me Telstra does not want to connect me so that I go with someone else.

 

  How hard is it to have a process for new connections that works and that the customer service is aware of? Being told that my reference number is not the right one is frightening: does anyone know where my data is at Telstra or is it leaked somewhere on the internet? Telstra, time to up the game?

 

Regards

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4 REPLIES 4
Level 14: Field Agent Mkrtich
Level 14: Field Agent

Re: Status of my new connection order placed online

Hi - I had a similar experience when I applied on line but everything fell into place really well. I received a "Thank You for Your Order" screen on checkout with an NAXXXXXXXX reference but that is not used in the On Line Status Tracking Page as I discovered later on. I subsequently received an email a week later with a Track Your Order link; the order ID reference code starts with a '1-thirteen digits' with an appointment date and time for the NBN technician. I think the email initiates the modem being couriered out to your address as it was despatched the following day. Overall, I was very impressed - all went smoothly. 

PG5
Level 1: Cadet

Re: Status of my new connection order placed online

I am glad it worked well for you.

How can I get Telstra to cancel my order? Who do I talk to?

 

Level 21: Augmented
Level 21: Augmented

Re: Status of my new connection order placed online


@PG5 wrote:

I am glad it worked well for you.

How can I get Telstra to cancel my order? Who do I talk to?

 


@PG5 I suggest you call 13 22 00 and say "Disconnect" to the Autobot lady between 9am and 9pm (M-F) you should get through to a specialised disconnection team in Adelaide.

Hot pineapple donut and a cuppa.... Mmmmmm
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Level 6: Bloodhound jhwiz
Level 6: Bloodhound

Re: Status of my new connection order placed online

It sounds like you're in the process of having a new service completed, the disconnections team only deal with disconnecting services that are already established on a Telstra account. Your best option is to get in touch with the NBN Connections Management team by calling 13 22 00 and after the prompt saying "Check my order" and the agent will be able to provide a bit of insight into where the order is at or cancel it if you wish.

While I am a Telstra employee, I am not an official Telstra representative on CrowdSupport. My opinions are my own, and do not necessarily represent those of Telstra.

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