Marksinosich
Level 2: Rookie

Horrible ongoing billing experience

Answered

Hi, former Telstra customer as of Feb/March last year. I am tired of calling Telstra and having them call me so I am documenting my story and experience here, in the hope that maybe it will get resolved. Excuse the point form as it's a long one.

I had 2 physical locations with Telstra broadband A and B on a shared account.

I was told a swap to NBN was required, I set about requesting an install of NBN at A and B for the same monthly cost that I was already paying.

NBN at A was installed successfully, however, B was set to be installed by the same tech immediately after A, but the install address of B listed was erroneously the same address as A. The tech said he could do nothing for the install at B and suggested I call tech support and arrange a new install.

Broadband at B was now disconnected and thus B had no internet.

I called tech support and arranged another install, sure enough, a few days later the tech arrived at A again to install NBN that was meant to be installed at B. Once again, he could not install the NBN at B and suggested the same thing as the previous week.

Once again, I called tech and sure enough, for a third time the tech came to install NBN for B at property A.

This time I called tech support and they suggested a change of address for B by cancelling the internet for B and recreating a new order rather than a change of order. I said ok, NBN was then removed from A, which was of course working fine, and of course B still had no NBN. Great suggestion!

Now both A and B are without NBN. I called tech support again and manage to arrange an NBN install for A and B once again.

A week later, A was install but now at a non premium speed and B... once again was attempted to be installed at A.

Every day or two I would call tech support to attempt to get B correctly addressed and an install arranged and also to get A back to premium speed. Tech support kept saying that I need to pay more for premium and I would always argue that, no, the agreement for me to stay on telstra was if the price remained the same, after being passed up the chain a number of times on a number of occasions, the higher up manager would always agree and supposedly my speed was "scheduled to be turned up". 

It never was increased and B never got NBN.

One day ~2 months had passed now, I called Aussie BB and asked for premium speed NBN, 1-2 hours later I had it installed at A. At location B, Optus was installed one day after calling them at max NBN speeds.

Both A and B now had working NBN at premium speed, not with Telstra.

I then started to receive bills from Telstra claiming that I needed to pay for the 1-2 months of NBN that I never had, and for A for the period I did have NBN at the speed less than requested. I disputed this on a number of occasions and even had my account supposedly zeroed twice with nothing to pay and nothing to do with Telstra anymore...

Until a few months later when I started to receive bills, I now ignore them because this is one giant waste of time!

Until now I have received mail and phone calls from the Specialist Recovery division stating that I need to pay what I owe or else legal action may be involved or my credit rating may be impacted.

I called the Specialist Recovery and set about telling my story above, there is nothing I can do he said, I will escalate you up the chain please hold on... Then he hang up on me.

I am not chasing you anymore Telstra. Your tech support is absolute rubbish as is your service.



1 ACCEPTED SOLUTION

Accepted Solutions
Jupiter
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Horrible ongoing billing experience

OK.

 

Step One is to contact the Ombudsman (which you should have done when you started receiving bills after it had been dealt with the first time) via tio.com.au They can help deal with getting it sorted, and any solution is binding on all parties.

 

Step Two - there isn't one. I just felt silly having only one step.

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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3 REPLIES 3
Marksinosich
Level 2: Rookie

Re: Horrible ongoing billing experience

Adding one thing... on yesterday's call the tech support offered $150 credit, which is roughly half of what is owed.

I said no, I owe 0, and 0 is what I you will get.

He said, oh so you are not willing to negotiate?

Negotiate!?! Nice attempt to money grab Telstra.

I'd love to have back all the hours of lost work due to no internet and spending time on the phone pointlessly. Maybe we can negotiate that?

Jupiter
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Horrible ongoing billing experience

OK.

 

Step One is to contact the Ombudsman (which you should have done when you started receiving bills after it had been dealt with the first time) via tio.com.au They can help deal with getting it sorted, and any solution is binding on all parties.

 

Step Two - there isn't one. I just felt silly having only one step.

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

View solution in original post

Marksinosich
Level 2: Rookie

Re: Horrible ongoing billing experience

Done. Thank you for the advice.

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

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