Cable modem activation delay

[Frank007]

Guess what? Another cable modem activation issue. I am surprised to see that there are numerous posts complaining about this similar issues since 2012 and you guys still have no resolution.

I requested my cable broadband relocation service on 20th Aug and set the disconnection and re-connection date on 14th Sep. I received a confirmation email from Telstra that they will connect my internet service on the set date. However, till now, it has not been connected. I called customer service and tech support to inquire but all I got was long waiting time, excuses and postponed me to next day again and again.

Without having a proper and high-speed Internet connection is inconvenient for our day-to-day activities and work. By realising that, I did requested my relocation in advance. When I was on phone with them, they told me that because of this disruption, I won't be charged for the days I don't have Internet connection and they will waive the relocation fees of $89 (I have text and email proofs) However, no written confirmation has been provided so far, so I doubt that this will happen and when bill arrives, I have to argue again.

They assigned a case manager called Shivani (d934185) and she called me just to update that the service has not been activated yet and it would take 24 more hours again and again. When I tried to reach cable activation team (1-2164793553105), I got transferred again and again, and had to repeat my issue. They just giving excuses about not being able to register my mac address due to system issue

My case manager said she has raised an internal complaint (SR 1-2194543430203) and escalated things to next level but so far, my internet service has not been activated yet. Therefore, I had to escalate things on my side as well. I just wrote my complaint to TIO (ref: 2019/09/08734).

Please fix this Telstra.

[Ghostman11]

Hi Frank, Just checked your account and it is being escalated as the order is stuck on provisioning status.

Please allow us some time to have this resolved. A ticket is being created with the technical team to resolve the issue at the earliest.

Kindly allow up to 24-48 hours and it will be resolved.

[Frank007]

Just talked to Cable Activation team (INT 1-2200224532235) and  they have already registered my modem's mac address but due to some reasons, it's not activated yet and told me to wait until 24th Sep. 

And all of you guys (Moving team and cable activation team) giving me different information and timeline. Why is it stuck on provisioning status? It has been 7 days already!! And you are asking me to wait more??

[Greg_Buch]

Hi Frank, the details have been forwarded to a specialised account support team to be manually processed which is why there is a further wait. I've contacted the consultant assigned to the order and his team leader asking for a follow-up call once he's available next to advise of progress with the modem activation.

[Frank007]

Hi Greg

No specialised team or team leader has contact and update me yet. No communication at all. And the backup 4G is so slow. It has been 10 days!

[thedylan]

Thanks for the update, if you don't hear back by this time tomorrow please let me know and I'll escalate this issue further. -Dylan

[Frank007]

Hey Dylan, 

Nobody contacted me today as well.. how are you guys handling a complain??? No communication or update at all. This is really disappointing and frustrating. 

Please do something!

[thedylan]

Thanks for letting me know, from what I can see here your case manager has tried to contact you on Friday, Yesterday and Today. Do you have any missed calls? From what I can see here they didn't get the opportunity to leave a message.

[Frank007]

I didn't receive any call at all. They have to call my mobile number. I don't use landline at all. 

No email as well.

[Frank007]

Just called Provisioning team and they told me it won't be resolved until next MONDAY!

Are you freaking kidding me????

[thedylan]

I would recommend calling through to our Complaints team directly on 132200 between 9am and 5pm Eastern Time tomorrow so they can check the correct number is being called. I'm limited as to what information I can give out this way but they'll be able to edit the complaint and also pass on the correct contact number to your case manager.

[Frank007]

Dylan, 

You said you'd escalate the issue further yesterday. 

What and how are you gonna do?