On Friday, 27/5 at 4.35pm, I went into the Lismore Telstra Shop to 'collect' a modem that I believed would fix an issue with my ADSL connection. I have had an ADSL outage since Thursday PM 19/5. Telstra technical support told me that the issue was most probably my modem, and as a way of resolving the issue they suggested I get a new modem. There were two ways of achieving this - one way was for me to purchase the modem outright from a Telstra shop, and then the cost of this modem would credited to my bill.
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Hi Amy, as a fellow customer like you here to help out as part of the CrowdSupport community I do share the frustration from your retelling of events.
From my experience in having my own issues dealt with by Telstra I've always found the online and phone services to be better at dealing with customer support issues and use Telstra stores as a sales channel. From your conversation with the technician notes would have been made on your account regarding what you were advised. I would encourage you to have a quick chat with a Telstra customer care team member through LiveChat 24/7, let them know you'd like to request the credit back for the modem as previously discussed with the technician and they can then take care of your concerns from thereon. I hope this solution works for you as I myself have always found the LiveChat staff do try everything they can to provide a positive outcome for us customers.
I'm disappointed to hear you had to go through that and it's not the sort of experience we want our customers to go through especially after being without service. Not all Telstra store's have the ability to provide a refund or credit. What I have seen happen in this scenario is that you are provided with a reference number (Typically INT 1-XXXXXXXXXXX), go in store and make the purchase the our billing team will arrange the credit onto your account. If you would like to raise a complaint you can find out how to do so here: Lodging a complaint with Telstra.
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