margaritatee
Level 2: Rookie

Noone replies on the Message App. Elderly parents.

I am trying to troubleshoot my elderly parents internet and phone set up. They get extremely slow speeds and frequent drop outs on their ADSL2+ service. I have twice used the tests at fix.telstra, and arrived at: 'someone will guide you through next steps', and referred to the messaging app. On my first attempt, there was no reply from the messaging app at all, and after twenty minutes I was timed out for inactivity and sent back to troubleshooting start page (repeated this process twice more). On my second attempt I got 'Codi' (on the message app), selected the area I was having problems with, then told I was being referred to someone who would help me. Nothing. Once again i was timed out for inactivity. I read on here of wait times of 2 & 7 hours on the messaging app. Insane. Not customer support. Evasion. How can I get someone to actually help my 90 year old parents who live independently and need reliable communications? 

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6 REPLIES 6
SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: Noone replies on the Message App. Elderly parents.

Telstra support is definitely not great at present..

 

Almost everything is pushed through the My Telstra app messaging system.

 

When you encounter Codi, especially via the app Chat window, type in 'Speak to a consultant' and you should go into a queue. You will ()after several hours) get a message response back through the app - so don't log out of the app, keep it running in the background, with notifications on. When you get the response back, you start a chat session and can ask you questions there - the thread stays active as long as you don't sign out of the app, so you can continue messaging after long lapses.  If you have your the proper credentials, you can do it on your parents behalf through the app - except if resets etc. are required.

 

If you are going to continue doing things for them, get yourself authorised on your parents account, or transfer their services to your account (I prefer to keep them seperated for easy account management).

 

My chat with Telstra, via the app, yesterday took 4 hours 22 minutes to get the initial response back..  certainly not a 'quick' reply!!

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
margaritatee
Level 2: Rookie

Re: Noone replies on the Message App. Elderly parents.

Thanks for your message Steve, and useful information re navigating the messaging app, and supporting the folks. How Telstra can call this customer service or support is beyond me. I can't be alone in not having a life that enables me to stretch a simple enquiry into an over-four-hour messaging chase ... Feels like a plot detail in a dystopian science fiction drama. Time to switch providers I guess. 

SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: Noone replies on the Message App. Elderly parents.

Spent 6 hours on chat yesterday, on behalf of a friend who can make outgoing phone calls OK - but incoming ones always get busy tone..  Smiley Frustrated 

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: Noone replies on the Message App. Elderly parents.

What are you talking about @Squid2021 

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: Noone replies on the Message App. Elderly parents.

Then reply to the correct post..  don't just take it on any old post..

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
SteveW_52
Level 21: Augmented
Level 21: Augmented

Re: Noone replies on the Message App. Elderly parents.

So what is the key problem? What service is there? what equipment is existing? what indicators are showing? what troubleshooting have you carried out other than trying the Telstra troubleshooting? 

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!

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