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Level 1: Cadet

Stay Connected

Hello I have been trying unsuccessfully to get onto stay connected.  Understand we are amidst covid 19 BUT I will share with you my experience.  I thought that I had some sort of insurance when I bought my iPhone  - About a month ago my screen cracked.  I finally got around to calling about it this week and I spoke to a lovely gentleman.  He explained to me that I had what they call "Stay Connected Advanced".  He also went on to say that I needed to go into my local Telstra shop and it would cost me $59 for a screen replacement and they should be able to provide me with a replacement phone.  I called the local Telstra shop - the gentleman that answered was rude and said they were booked out  - I asked when was the next available app.  I also explained what the fellow on the phone had told me that they may also be able to lend me a replacement phone.  The Telstra shop worker told me he would go and check - I waited on hold and he came back and said unfortunately we don't have any replacement phones at the moment.  He booked me in for 1pm on Thursday.  Today I was down buying a birthday present for my elderly father and walked past the Telstra shop.  There wasn't anyone in there so I walked to the door and was told to stay behind the line - fair enough.  I explained story to the fellow and said I noticed there is no one in there so I thought I may as well see if I can get it done now.  He was nice enough...BUT...he told me that Telstra "Stay Connected" is run by a third party and it was a waste of time booking an appointment with them and that I needed to do this online and it would be easy and they would send me a satchel etc.  I said "oh fair enough well cancel my appointment  - I'll do when I get home"......I couldn't have been any more trusting and now I find I have just wasted the last 3.5 hours of my life that I will not get back.  Now I am upset.  I have tried to log on and cant because my email attaches me to my home account and I don't have an online business account.  I have called four different numbers been on hold for 42 minutes and the last gentleman I spoke to really was a gentleman and apologised profusely and said the best thing would be to make another appointment with my local Telstra shop or to talk to online help.  I am honestly on the verge of tears and wondering why I have paid $15 a month for all this time for it to be this traumatic.  I get we are all going through the Covid 19 crisis I do but surely someone can help???  

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5 REPLIES 5
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Level 1: Cadet

Re: Stay Connected

I second all of your frustrations @Penny72.

Wait times are a joke and now they have an automated message that then hangs up on you. 
Auto Bots say nothing helpful either. 

If any TELSTRA rep is able to assist me remove the Stay Connected Advanced option to my monthly bills I would appreciate some assistance ASAP. Sick of paying $15 which I doubt will assist me in the future! 

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Level 25: The Singularity
Level 25: The Singularity

Re: Stay Connected

You can submit a request either by logging in to your account online, or by going through the Stay Connected page.

 

@Saps you can cancel your subscription by logging in to your account through the Telstra website and managing your addons.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 1: Cadet

Re: Stay Connected

Jupiter - would be lovely if it had been that simple!!!!  I couldn't go through the stay connected page because my phone is on a business account and I don't have an online account for the business because my email is connected to my personal account.  Everytime I would try to go through the stay connected page it would try and log me in to my personal account.  In the end I had to go back to Telstra shop and they called someone and I spoke to them over phone.  Then they sent a bag and it took so long to come (because of covid I presume) that they sent a message to say they hadn't received back and if they hadn't heard back within so many days they would cancel request.  I changed mind and decided to go with replacement phone and sent an email in reply to this (twice) , tried to call again and couldn't get through again so ended up given up.  Have since changed plan and will NEVER EVER EVER do stay connected again.  I was also told Telstra shop would give me a replacement phone while mine was getting fixed.  Not true.  Another reason I didn't send it away.  I have paid $15 a month for around 2 years and then when I get a cracked screen I still am required to pay around $60 and be without a phone for a couple of weeks (that was the time frame I was quoted).  This was why I changed my mind about doing it and was going to pay the $180 and do the replacement option but then I couldn't bear to go through the debacle I had just been through.  

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Level 25: The Singularity
Level 25: The Singularity

Re: Stay Connected

The stores can only provide a loan device if they have some on hand. There isn't a supply of them that they can get.

 

You really need to get a business email that is separate from your personal email. The number of systems that can't handle the same email for multiple accounts outweighs the number that can. It's also so much easier if you have your emails separate (just in dealings with the Tax Office it shows that you have some sort of distance between your personal and business existence).

 

Stay Connected is far cheaper in than having to buy a new phone outright, but it is a personal choice. You can get specialised insurance for your phone from some insurance companies now but it is more expensive than $15 per month and still has an excess.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 1: Cadet

Re: Stay Connected

Thanks @Jupiter for the info but I’ve tried everything on the Telstra website and app. There is no option in my addons that allow me to change or cancel just ADD.

 

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