INT1-2193661868873

[abthomp]

So I get a SMS advising me that Telstra have tried to call re the above ref number and I must call their 1800 number within 24 hours or they'll close the ticket.

I call back.

Can't get hold of anyone who knows anything about it.

Is there anyway I can keep this ticket open?

[Ghostman11]

Hi,

I am checking on it for you. Please give me few mins and will get someone to ring you.

- Thanks

[Ghostman11]

Hi, Have sent an email to your case manager and she should be able to get in touch with you. Also have requested her not to close the ticket.

[abthomp]

Thanks for that.

Just got another SMS stating again that the ticket was going to be closed. Can't get through to anyone on the number in the SMS.

They phone but only let the phone ring once.

I would prefer they communicate via e-mail if possible.

[Ghostman11]

Hi, please call on 1800 805 096 and ask to be connected to the case manager or directly call on 1800135646 (complaints team) and quote SR number. If not, I can further escalate it for you.

Kindly confirm once you've done this.

[abthomp]

I called back yesterday afternoon but got a message stating the Complaints Department was closed for the day.

So I tried 1800 834 273 and the person there told me he'd pass the message on.

I'll see what happens today.

[Ghostman11]

Sure, I once again have sent an email marking the case managers manager as well and you shall have a response. If not, I'll have it escalated.

[abthomp]

Thanks, much appreciated

[abthomp]

So this morning I get an SMS stating I'd missed a call from Olivia at Telstra Complaints.

Funny thing my phone did not ring once.

Yesterday my Case Manager was Cynthia, today it's apparently Olivia.

Neither available when you call back.

Message left for Olivia to use e-mail to communicate.

[Ghostman11]

Hi, I just have sent an email to the manager of your case manager. 

[Ghostman11]

Hi, your case manager has been trying to reach you but it goes unanswered. Please call the complaints number and share your alternate number.

[abthomp]

It's not going unanswered. I'm sitting here right next to my phone and it isn't registering any calls at all from these people who claim to be calling.

I've phoned back again.

Again no one available.

Again I've requested them to contact me via e-mail.

[Ghostman11]

Hi, To make things clear, I also tried to call and it just rings once and goes straight to the voicemail.

Somehow, you may have blocked the number that we're calling you from.

However, case manager will call you on your landline number or will send an email.

[abthomp]

There's something really weird going on then. Call log on my mobile is empty. Cynthia just tried to call on the landline but when I answered I just got a busy signal.

[Ghostman11]

I'll help you with your call blocking issue. Kindly help me with the make and model of your phone.

Also, Cynthia will contact you, kindly do not worry.

[abthomp]

I've added the numbers that are included on the SMS's to my contact list.

My mobile is a Telstra Tough Max (ZTE84).

I've also added the numbers to my VIP list on our landline.

Cynthia just called on the landline and got straight through.

She's going to try a speed boost. Not sure how that's going to work given the max lien speed for downloads in now 39 as opposed to the original 95 but I live in hope.

[Ghostman11]

I am glad to know that. Please feel free to connect with the technical team 132200 with regards to the speed issue as I do not have the access to the troubleshooting tools.

Will post you for the call blocking issue in few hours.

Thank you.

[abthomp]

Problem with mobile solved. No numbers blocked.

Apparently when I have my phone connected via wireless to the NBN modem it just forwards all calls to MessageBank?

Disconnected from wireless back on usual 3G/4G mobile signal and calls coming through.

[RyanH]

OK thank you, glad you were able to straighten this one out. If you ever have any questions, feel free to reach out to us here any time.
- Ryan