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Level 2: Rookie

NBN installation not working, getting nowhere fast

Recently came home to find a NBN kit left at my front door, unrequested. As i know we all have to switch over & my ADSL never seemed to give me what i needed, i thought why not.  BIG MISTAKE. I installed as per the booklet said, even rang NBN to double check everything, installed the new handset and continued on ADSL while waiting for the turnover. I received an email advising a tech would be making the switch over in a couple of days, which came and we were without internet for part of that day. Ok i expected this one. Later that day internet up and running, really didnt notice any difference as it was dropping out, which is what it always did with ADSL, but hey still working. Sunday, Fathers Day, a matter of 3 days later, we lost internet at lunch time. Waited a couple of hours and then started making phone calls. This phone call i was told that yes they could see my NBN order but it was still incomplete and that NBN activations didnt operate on Sunday therefore there was nothing that could be done. But they couldn't answer me when i said the changeover was Thursday and today was Sunday and it was working before. Rang Monday morning and was told that no everything there end was working and to recheck the modem. Nope modem not working still, rang back and was told multiple things that i have lost track off, but the main thing is that no still not working. Today is Wednesday, I still have no internet, no access to landline(as this now runs through the modem), no Netflix, No Xbox, no streaming, mobile data going through the roof, so is the extra costs associated with all the phone calls. The latest thing i have been told is that the case manager will call me back within 2 hours.....no no i promise they will. Guess what no phone call and now there is a queue for about 3 days long. GRRRRRRRRRRRR. I want my ADSL back, it may have been slow, dropped out all the time but at least it worked.  OHH and yes it would be really nice if i could speak to someone i can understand without having to constantly ask them what they said.

I HAVE REALLY HAD IT WITH TELSTRA & AM GOING TO BURY MY HEAD BECAUSE IM SURE THAT IS WHAT THEY ARE DOING ABOUT NOW

Kellie

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Telstra (Retired)
Telstra (Retired)

Re: NBN installation not working, getting nowhere fast

Hi Kell70,

 

I can certainly appreciate this has been a very poor experience for you, and sincerely apologise. 

 

So that I can chase this up for you, do you have a reference number associated with your current concerns? 

 

Reference numbers we can use:- What Reference Numbers can I obtain from Telstra?

 

Kind Regards 

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