Your email account has been compromised and your account has been temporarily suspended for your protection. To restore your service, please call us anytime on 13 22 00. Once we've reactivated your account, you'll need to create a new password and update your modem and email programs with it.We recommend running or updating your internet security software to remove any malicious programs from your computer before changing your password.
I called the number above and spent half an hour speaking to a consultant who clearly did not possess the knowledge to help me. I was placed on hold at least 3 times, lost count of how many times I had to give my home phone number and explain what my issue was. I read her the message on the screen more than once as she repeatedly asked if my internet and phone were working while I kept telling her I was calling about the email. She eventually told me this was a technical issue and she would ask a specialist team to call me within 24-48 hours then thanked me for choosing Telstra. So much for calling anytime to get my account reactivated.
I have concerns about bills which are due to come through via email as I won't know about them until this is fixed. Consultants who are unable to listen to and understand issues, and who can only repeat the same standard phrases will not feel supported by their employer and will not be able to provide a good customer experience. Very disappointing and frustrating and I certainly do not feel valued as a customer.