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Level 1: Cadet

Outage compensation

I contacted Telstra three times regarding internet outages over a Period of weeks. Telstra agreed it was a problem at there end. I was promised compensation each time.
1. The compensation of $3.50 per day doesn’t adequately compensate.
2. I am yet to be compensated. I’ve paid 2 bills since the last call, full cost, no compensation.
Question: Why isn’t Telstra fulfilling their agreement? Is this typical?
I’m reluctant to call and spend additional time on the phone over this. I’ve spent too much time on the phone already.

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2 REPLIES 2
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Level 23: Superhero
Level 23: Superhero

Re: Outage compensation

I'd recommend raising a complaint. There is a link below in my signature.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
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Telstra (Retired)
Telstra (Retired)

Re: Outage compensation

Another option is to dispute the charges online using these instructions.

 

The rebate of $3.50 would relate to how much you are paying for the internet service per day. The billing team will not offer additional compensation, but you can discuss this with your complaint manager if you followed the previous suggestion by 343GuiltySpark.

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