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itech
Level 2: Rookie

Not getting a response from domains@online.telstra.com.au

Answered

I assist with the IT support for a business that has their domain name hosted with Telstra.

 

They need a change made to the DNS records. In the past we have emailed domains@online.telstra.com.au from the administrator email address and they have actioned the requests.

 

I sent a request on 18th July, received the automated response with reference number, but nothing since.

 

I sent another request on 7th August, received the automated response with reference number, but nothing since.

 

I phoned Telstra and was told that because it's not a Premium hosting package, there is no phone support and we have to email domains@online.telstra.com.au. The Telstra rep said there is no escalation process, so if my emails don't get actioned by Telstra there is nothing I can do.

 

How can I get the request actioned?

 

1 ACCEPTED SOLUTION

Accepted Solutions
itech
Level 2: Rookie
Accepted Solution

Re: Not getting a response from domains@online.telstra.com.au

This was eventually resolved - the changes were made on 31/08/2013.

 

The Domains team didn't provide an explanation for the lengthy delay.

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4 REPLIES 4
Telstra (Retired)
Telstra (Retired)

Re: Not getting a response from domains@online.telstra.com.au

Hey itech,

 

If the Domain is hosted by our business area, then the contact number for Domain Admin is: 1800 729 563. Otherwise, do you have the reference number? I can see if I can push this along or help at all Smiley Happy

 

Brodie

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itech
Level 2: Rookie

Re: Not getting a response from domains@online.telstra.com.au

Hi Brodie,

 

Thanks for replying. The reference numbers are:

 

130718-024319
130807-019874

 

I believe I spoke with that department before, which is when I was advised that there's no phone support because it's not a Premium package, and that all I can do is email again (despite my first two emails not being acknowledged beyond the auto-reply).

Telstra (Retired)
Telstra (Retired)

Re: Not getting a response from domains@online.telstra.com.au

Hey itech,

 

I've sent through an email direct advising that this needs be actioned as a priority. Hopefully you will receive some updates soon Smiley Happy

 

Brodie

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

itech
Level 2: Rookie
Accepted Solution

Re: Not getting a response from domains@online.telstra.com.au

This was eventually resolved - the changes were made on 31/08/2013.

 

The Domains team didn't provide an explanation for the lengthy delay.

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