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When the Telstra Team go that extra mile for you - you have to tell someone!


Codi - Virtual Assistant at 17:28, Mar 16:

In a short sentence, let me know how I can help you today.
You at 17:29, Mar 16:
Lost phone.Bought new Telstra phone. Existing Telstra customer. Want to keep existing number. Cannot do online. Please assist.
Codi - Virtual Assistant at 17:30, Mar 16:

Just confirming, would you like help with:
Codi - Virtual Assistant at 17:31, Mar 16:

SIM Replacement
Something Else
You at 17:31, Mar 16:
Something Else
Codi - Virtual Assistant at 17:31, Mar 16:

I'll get you through to someone who can help you with this.
Codi - Virtual Assistant at 17:31, Mar 16:

So I can transfer you, please provide your name.
You at 17:31, Mar 16:
Oceane Reymond
Codi - Virtual Assistant at 17:31, Mar 16:

Thanks. I’ll transfer you now.
Info at 17:31, Mar 16:
Please wait while your chat is transferred to the appropriate group.
Info at 17:31, Mar 16:
You are now chatting with Nilopher.
Nilopher at 17:32, Mar 16:

Welcome to Telstra Live Chat Support!
This is Mobile Assurance Team.
Hope you are doing good.
Oceane Reymond at 17:32, Mar 16:
Little frustrated actually.
Nilopher at 17:33, Mar 16:

I do understand, I've read your query above.
Oceane Reymond at 17:33, Mar 16:
Excellent
Nilopher at 17:33, Mar 16:

I can see that you are here for assistance to activate the same number you lost for your new phone.
Nilopher at 17:34, Mar 16:

Oceane Reymond at 17:34, Mar 16:
Correct
Nilopher at 17:34, Mar 16:

Thank you
Nilopher at 17:36, Mar 16:


As I can see your number is still active in your account.
Nilopher at 17:41, Mar 16:

You can update the new sim serial number that you have so that you can use the same number and roll over credit remaining on the account.
Oceane Reymond at 17:42, Mar 16:
I've to do this online. Cannot do it
Nilopher at 17:42, Mar 16:

You just have to purchase blank sim and provide the sim serial number of that sim on 1258887.
Oceane Reymond at 17:43, Mar 16:
Will not let me select Telstra in the drop down box.
Nilopher at 17:43, Mar 16:

Your number will get activated on new sim within few minutes.
Oceane Reymond at 17:43, Mar 16:
It can be done with non blank sim
Oceane Reymond at 17:44, Mar 16:
I can't call
Nilopher at 17:44, Mar 16:

Okay, please try this below link
Nilopher at 17:44, Mar 16:

https://www.telstra.com.au/prepaidactivation/welcome
Oceane Reymond at 17:44, Mar 16:
No
Oceane Reymond at 17:45, Mar 16:
I've already tried that
Nilopher at 17:45, Mar 16:

Let me check what I can do for you from my end.
Oceane Reymond at 17:45, Mar 16:
I know it can be done
Nilopher at 17:47, Mar 16:

Just to confirm, you have blank sim card or new sim kit with you now?
Oceane Reymond at 17:48, Mar 16:
If Telstra can keep a customer's existing number from a competitor. Telstra can a Telstra number without it being a blank sim
Oceane Reymond at 17:48, Mar 16:
* keep
Oceane Reymond at 17:49, Mar 16:
Surely
Oceane Reymond at 17:50, Mar 16:
I have done it before. I know it can be done
Oceane Reymond at 17:52, Mar 16:
Bit unfair as an existing Telstra customer that I have to have a blank sim while customer's with an existing number from a competitor don't have to...
Nilopher at 17:54, Mar 16:

Yes, we do actiavte new sim if it is post paid number.

And regarding blank sim, let me inform you if you want to activate your new sim on call then you need blank sim with you.

Or else you can repost this issue to SIM replacement team on call and they will send out new sim with same number and roll over the credit free of cost at your door step.
Nilopher at 17:55, Mar 16:

report*
Oceane Reymond at 17:55, Mar 16:
You can do it
Oceane Reymond at 17:55, Mar 16:
I've done it before
Oceane Reymond at 17:56, Mar 16:
Do you ask customers coming across to the Telstra network to do this?
Nilopher at 17:56, Mar 16:

Yes, we do activate new sim but if the number is post paid, we are unable to activate your number on other sim as your services are pre-paid.
Oceane Reymond at 17:58, Mar 16:
But you will do it for customer s from competitors on prepay
Nilopher at 17:58, Mar 16:

We have dedicated to activate pre paid number on call 1258887.
Oceane Reymond at 17:58, Mar 16:
But not existing customers in prepaid?
Oceane Reymond at 17:59, Mar 16:
If I could call. I would.
Nilopher at 17:59, Mar 16:

We don't do this to any of the pre-paid customers.
Nilopher at 17:59, Mar 16:

I do understand your concern.
Nilopher at 17:59, Mar 16:

Will it be possible for you to visit Telstra store?
Oceane Reymond at 18:00, Mar 16:
They are all shut
Oceane Reymond at 18:01, Mar 16:
I really need to be able to use my phone
Oceane Reymond at 18:01, Mar 16:
Please assist me
Nilopher at 18:02, Mar 16:

Yes, I'm trying my best to help you with this.
Nilopher at 18:02, Mar 16:

Let me check with my other team members, please allow me few minutes to communicate.
Oceane Reymond at 18:02, Mar 16:
Otherwise I will have to buy a sim from a competitor and take my Telstra number across.
Oceane Reymond at 18:03, Mar 16:
I don't want to do this but with no Telstra shops open it seems to be the only option
Nilopher at 18:03, Mar 16:

Please be online for few minutes.
Oceane Reymond at 18:04, Mar 16:
Absolutely
Nilopher at 18:04, Mar 16:

Thank you.
Oceane Reymond at 18:13, Mar 16:
Actually - I would have to return this phone because I can't put a competitor sim in it. Buy a competitor phone and do it that way.
Oceane Reymond at 18:14, Mar 16:
*I would have to
Nilopher at 18:15, Mar 16:

Sorry for delay.
Nilopher at 18:15, Mar 16:

We are priortizing your concern.
Nilopher at 18:15, Mar 16:

Please allow few more minutes.
Oceane Reymond at 18:15, Mar 16:
Thank you
Nilopher at 18:18, Mar 16:

Thank you for waiting. I'll be with you in just a moment.
Oceane Reymond at 18:20, Mar 16:
This should be something that is offered to prepay customers. Or blank sims should be available for prepay customers to purchase at outlets open outside of retail hours.
Nilopher at 18:23, Mar 16:

Yes, I do understand its not possible for you purchase blank sim after retails hours.
Nilopher at 18:23, Mar 16:

That is why we have SIM replacement team who are available from 8 AM to 8PM.
Nilopher at 18:23, Mar 16:

I also know that you are unable to make call.
Nilopher at 18:25, Mar 16:

But just to confirm, don't you have any other mobile or home services to make call to this sim replacement team?
Oceane Reymond at 18:25, Mar 16:
Where is a sim replacement team available for me to access near Arundel QLD 4214
Oceane Reymond at 18:26, Mar 16:
Not with me
Nilopher at 18:26, Mar 16:

This sim replacement team assist on call, and they make sure you get your services working within provided time slot by sending new sim with existing number at your door step.
Nilopher at 18:27, Mar 16:

And the services are totally free of cost.
Nilopher at 18:27, Mar 16:

They will not charge you for sim replacement.
Oceane Reymond at 18:28, Mar 16:
I need my access to my phone number now
Oceane Reymond at 18:28, Mar 16:
Not tomorrow
Oceane Reymond at 18:29, Mar 16:
I can go to a Telstra shop tomorrow
Nilopher at 18:29, Mar 16:

Okay, to priortize your concern let me assign a case manager for you.
Info at 18:29, Mar 16:
Please wait while your chat is transferred to Sorodindu.
Info at 18:29, Mar 16:
You are now chatting with Sorodindu.
Oceane Reymond at 18:30, Mar 16:
I would have gone earlier today had I known that 'that service' was only for new or postpay customers
Oceane Reymond at 18:30, Mar 16:
*this
Sorodindu at 18:31, Mar 16:

I am your case manager . Please allow me a few minutes to check this conversation.
Oceane Reymond at 18:32, Mar 16:
Please assist me with my query. I have to return my this phone and sim soon before the shop closes. I need my number.
Sorodindu at 18:33, Mar 16:

Allow me a minute more.
Oceane Reymond at 18:34, Mar 16:
I have done this via chat before otherwise I would have made sure to get a blank sim earlier today
Sorodindu at 18:35, Mar 16:

Just to confirm, do you want to activate an existing number in a new sim card ?
Oceane Reymond at 18:36, Mar 16:
An existing Telstra number on a Telstra sim (not blank)
Sorodindu at 18:39, Mar 16:

I am very sorry that procedure cannot be performed over the live chat .
Oceane Reymond at 18:39, Mar 16:
I have been a prepaid customer for years across many devices. The fact that I cannot access a blank sim as prepaid customers are not offered the service that postpay and customers from competitors to bring a number across onto a non blank sim bought either alone or with a phone
Oceane Reymond at 18:40, Mar 16:
I have done it before
Oceane Reymond at 18:40, Mar 16:
I know it can be done
Oceane Reymond at 18:41, Mar 16:
I can't access a blank sim at this time of the evening
Sorodindu at 18:41, Mar 16:

It should be then nearly two years because over the live chat the process has been stopped a long time ago.
Oceane Reymond at 18:41, Mar 16:
No one informed me
Oceane Reymond at 18:43, Mar 16:
So I will return this phone and sim to the outlet and move across to a competitor telco to access my number?
Sorodindu at 18:43, Mar 16:

Sorry for the hassle. I can understand this will consume for time for you but this is the process in place.
Oceane Reymond at 18:44, Mar 16:
So you are willing to lose a loyal Telstra customer of many years to a competitor telco?
Oceane Reymond at 18:45, Mar 16:
Are you sure you can't help me in a time of need and that you are willing to lose my business?
Sorodindu at 18:46, Mar 16:

I would respect your descision but we just over the live chat do not have the necessary authorization.
Oceane Reymond at 18:46, Mar 16:
If you can do it for a postpay customer you can do it for a prepaid customer
Oceane Reymond at 18:48, Mar 16:
So Telstra cannot authorise Telstra to assist a Telstra customer with a Telstra product and service?
Oceane Reymond at 18:49, Mar 16:
Please put me into contact with someone via chat that does have the authorisation
Sorodindu at 18:49, Mar 16:

I'm sorry for the delay. I'll be right with you.
Oceane Reymond at 18:50, Mar 16:
LiveChat? I thought it was Telstra LiveChat?
Oceane Reymond at 18:51, Mar 16:
This is an outrage.
Sorodindu at 18:52, Mar 16:

I am very sorry but this just cannot be done over the Live chat . It is not a matter of who the person you are connected to.
Oceane Reymond at 18:52, Mar 16:
Pardon?
Oceane Reymond at 18:52, Mar 16:
Am I chatting with a Telstra team member?
Sorodindu at 18:54, Mar 16:

Yes. I am the case manager for the mobile technical suppoort team for Telstra Live chat.
Oceane Reymond at 18:54, Mar 16:
If not I- will forward the text of this chat to Telstra
Sorodindu at 18:56, Mar 16:

As you have conncted this session via our website this is an official chat session .
Oceane Reymond at 18:56, Mar 16:
Brilliant. So you can authorise, assist and keep me as a Telstra customer by providing me with a one off postpay and new customer service
Oceane Reymond at 18:57, Mar 16:
Excellent.
Sorodindu at 18:58, Mar 16:

Just to confirm, do you need a pre-paid service or post-paid?
Oceane Reymond at 18:58, Mar 16:
Please with a Telstra team member that has the authority or technical abilities to help me with my inquiry
Oceane Reymond at 19:00, Mar 16:
That you are willing to throw away loyal prepay business over a 'technicality' is surprising and disappointing
Oceane Reymond at 19:01, Mar 16:
Clearly I am not valued as a customer.
Sorodindu at 19:01, Mar 16:

Sorry to make you feel so. But, over the live chat we cannot process the request due to limitations I have already mentioned.
Oceane Reymond at 19:02, Mar 16:
Please find a way to circumnavigate said technical limitations
Oceane Reymond at 19:03, Mar 16:
I am just one postpaid customer. But I believe I am worth it.
Oceane Reymond at 19:05, Mar 16:
Surely even with limitations mentioned in place someone is bright and dedicated enough to find a way to assist me.
Sorodindu at 19:05, Mar 16:

If there had been a way e surely would have sugegsted you about it .But, oevr the chat we do not have the said facility.
Oceane Reymond at 19:06, Mar 16:
I am angry and have spent hours trying to reconnct my Telstra number on Telstra Sim and new Telstra phone
Sorodindu at 19:07, Mar 16:

I apologize for the hassle caused.
Oceane Reymond at 19:07, Mar 16:
Hassle?
Oceane Reymond at 19:08, Mar 16:
You've just lost your company many years of business
Oceane Reymond at 19:08, Mar 16:
Hassle is not the right word
Oceane Reymond at 19:09, Mar 16:
It's not just a hassle it's a slap in the face and a boot in the butt out the back door
Sorodindu at 19:10, Mar 16:

I aplogize for this but with the limitations in place I really cannot process this one request of your's .
Oceane Reymond at 19:11, Mar 16:
Technical support without the authority to fix technical issues. Probably cheaper to fix the issue than lose the customer
Oceane Reymond at 19:12, Mar 16:
Request? It should be at least a purchasable option.
Oceane Reymond at 19:13, Mar 16:
Sorry doesn't quite cut the mustard for this 'request'.
Sorodindu at 19:14, Mar 16:

I have already stated the limitations .
Sorodindu at 19:15, Mar 16:

I would suggest you to stay with us . But, whatever the descision you take I will respect it .
Oceane Reymond at 19:15, Mar 16:
You have. I believe that there should not be limtations when keeping loyal customers
Oceane Reymond at 19:16, Mar 16:
You respect that I am leaving Telstra for another Telco?!
Oceane Reymond at 19:16, Mar 16:
Wow
Sorodindu at 19:19, Mar 16:

I have already stated all the fine points to you. Pleasecooperate and get a blank sim card and we will surely help you.
Oceane Reymond at 19:22, Mar 16:
No thank you. I can not cooperate. The fine point is you don't care enough to try. There is no way I will continue my prepaid business. Cooperating is your job. Don't forget it.
Sorodindu at 19:25, Mar 16:

Sorry, I hope you will understand the limitations we have . Is there anything else other than this that I can help you with?
Sorodindu at 19:27, Mar 16:

Our chat session may be closed if no response is received from you after 2 minutes. Do you need more time to respond?
Sorodindu at 19:29, Mar 16:

I am sorry we could not continue this conversation. If you ever need help please do contact us over Live chat and we will be more than happy to help.
Info at 19:29, Mar 16:
Thank you for chatting with us.
</OCEANE.REYMOND>

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