Level 1: Cadet

Internet connection has not been installed properly do I still need to pay the bill?

A month ago, I moved to a new place. I ordered a new Telstra broadband connection. Telstra booked a technician to install the internet at my house. It was a Friday afternoon he spent an hour trying to get an internet connection, after an hour he said I have to go back to the office. I will come back on Monday. He said, I don't worry, I don't need to come to your house. I just need to fix the line outside, once it's fixed, I will message you. After a month later I get messages from Telstra saying my internet is slow, but its never been connected. Then I realise the reason they are messaging me now because the bill is overdue, but I never had an internet connection, so do I still need to pay?

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Support Team
Support Team

Re: Internet connection has not been installed properly do I still need to pay the bill?

Hi there.


From what you've described, at this stage the system is not taking into account the fact that your service is not yet working. This should be something that a team member from our billing team should be able to get addressed for you. I would recommend calling through to them on 132200 or connecting with them via Live Chat . They should be able to get the bill adjusted as you shouldn't have to pay for a service that you're unable to use.



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