REM61
Level 1: Cadet

NBN Connection Cancellations

Hi All

 

Just a quick experience I am having with my NBN connection (or lack of ) I am having

 

NBN went live in my area on the 19th Feb 2016.  I rang Telstra on the 21st Feb to order NBN and was told I would be getting a Fixed To The Node (FTTN) connection.  An order was created and I was advised that my connection would be on the 2nd March.  As I am in a bundle with FOXTEL and home phone Telstra advised it was going to be an easy change from one service to another.  I received the usual emails from Telstra and FOXTEL etc.  One email had a Service Request Number with a phone number and a pin for a person who is supposed to be an NBN Case Manager.  

 

The 2nd of March came and no NBN connection occurred.  I phoned the contact provided for my NBN Case Manager on a number of occasions but there was no answer so I left my contact details.  A few days went by with no reply so I tried again but this time I went through to the "0" selection which is an enquirers line.  They advised that no booking had been made with NBN Co to connect NBN on the 2nd March.

 

The same has occurrence happened for supposedly bookings for the 16th, 22nd, 29th of March and the 4th April.  Each time NBN Co cancelled or no booking was made.  There was no notification and each time I had to make another booking.  (Which I thought were bookings)  and each time I went on the bottom of the list and waited another week. All this time I tried to contact the NBN Case manager but could not reach them.  And each time I had to go to the equiries line. The enquirer area said they would send an email for them to contact me but to date still no reply.  In the end I grew tired of trying to deal with the people on the phone so I cancelled the order and went into my local Telstra store to try and get NBN connected.  

 

The order was started at the local Telstra store but when it was submitted it was saying that there was already an NBN order in the system.  The person who cancelled the original order did not entirely complete it and it is now in the Provisioning Staus which is preventing the new order from progressing.  Contact was made to numerous people within Telstra by the Telstra store and myself to try and get whatever needs canceling cancelled.  Each time I call they say to wait a couple of days and it should be done but that has now been 2 weeks and I do not know who to contact.  I have even tried to make a complaint on the phone but they would not even put me through to the complaints department as I was advised they do not deal with NBN complaints.

 

I, to date , still have not been able to contact my NBN Case Manager and have not received any correspondence from them to explain why each NBN appointment was cancelled or to even make another appointment as I had to initiate each re booking even though no booking was ever made.  Even though there have been at least 20 to 30 calls enquireies regarding the above made and each time an email was allegedly sent to them to contact me.  

 

To say I am frustrated with this service is an understatement and to make things worse no one from Telstra knows how to fix it.  If there is any advice from out there it would be greatly appreciated 

 

cheers

 

Bob

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7 REPLIES 7
JohnB1
Level 2: Rookie

Re: NBN Connection Cancellations

My sympathies Bob.  Same with me but not quite as many failed appointments as you yet!  Complaints department are a complete waste of time, so no need to worry about not getting through to them.  They will only promise to contact your case manager anyway.

Case managers are just a fictitious group that will never get back to you with a progress report or anything for that matter, assuming you manage to get hold of them in the first place.

It's actually a very clever scheme that keeps Telstra Customer Service Managers safe from the complaining public.

 

Big_Dan
Telstra (Retired)
Telstra (Retired)

Re: NBN Connection Cancellations

Hi Bob,

 

I think the best team to contact under these circumstances can be reached by following the instructions on this page: Lodging a complaint with Telstra. They will be able to see precisely what has gone on and work out what needs to be done to rectify it, and can liaise with the necessary departments to see that it happens.

 

Let us know how it goes.

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REM61
Level 1: Cadet

Re: NBN Connection Cancellations

Hi All

 

Thanks for the replies with regards to my problem.  Dan I had a look at the link for :Lodging Complaints with Telstra" but it was of no help as apparently the complaints section has nothing to do with NBN connection problems.  The enquiry operator would not put me through to the complaints section for the above reason.  Not to be beaten I said this to the local Telstra store and they put one through on my behalf.  This was to no avail as well as when the last appointment was cancelled I went to the bottom of the list again and have to wait until the 10th of May.  The excuse this time was that the NBN technician did not finish the morning appointments so there was no time for the afternoon appointments to be completed. And by the way still no contact from the NBN Case Manager,  

 

The concern that I have is that there is no other way to address this problem.  The Telstra store is at a loss, the equireies line is full of apologies, the complaints section does not fix complaints so I am left with waiting for another appointment which will probably be cancelled as well.

 

cheers

 

 

Cas-Ra
Support Team
Support Team

Re: NBN Connection Cancellations

I'm sorry that this has been your experience. We do have a dedicated NBN service team, including NBN complaints. By lodging a complaint this would then be assigned to the correct NBn Complaints team to be addressed. Alternatively contact 1800 TFIBRE to raise a complaint directly with our NBN support teams. We hope to have this resolved for you as soon as possible.

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All moderation actions are supported by the CrowdSupport Community Guidelines

DMS873
Level 1: Cadet

Re: NBN Connection Cancellations

Hi Bob,
Your problem is nearly identical to mine! I have NBN connected, all I am waiting on is for Telstra to activate the Uni port. April 16 NBN installation complete, still not Internet or phone. Can't contact case manager. Spent over 10 hours on hold this month. Telstra have told me the fault lies with them and NOT NBN. My order has been cancelled and re ordered three times. Each time I have to wait for 48 hours to see if it works. Today I was told to wait another fours days. Absolutely the worse customer service I have ever received. Been a Telstra customer for 24 years.
Feel sick from the stress, no phone or internet. As a mother, teacher and university student my day to day life has been turned upside down. No Internet = no report writing. Doreen.
Dinjo2560
Level 1: Cadet

Re: NBN Connection Cancellations

Seems like we've all got the same problem. I'm getting sick of being told "it's not that simple."
My mobile bill this month is going to be exorbitant to say the least (36gb late) as I need a connection for work also.
The only bit of advice I can give is to stop calling their service centre and begin urinating into the wind while beating yourself over the head with a brick - it'll be less messy and painful at least.
Dice-H
Level 1: Cadet

Re: NBN Connection Cancellations

Hi

I'm wondering if any of these troubles in this thread have been resolved.

I myself have had 2 connection requests mysteriously cancelled, with no record as to why the cancellation occured.

 

The frustrating part is, to restart the process I need to start the order all over again, get transfered to sales and have give all details etc etc ...again... and for all I know the request will be cancelled agin and I will have to go through the whole process again.

 

I am seriously considering to go with another provider - my brother has and he is very happy with his service. Shame really...

 

Frustrated 😞

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