tommo020788
Level 3: Gumshoe

Not a good first impression! - Connecting with ADSL

Answered

--- I appologize for such a long message, but honnestly, Telstra owes it to me, to read it all, and give an answer. so please read it all ---

Hi there,
I signed up a while ago, to be connected to ADSL, and have been facing problems from the beginning, and it has taken until now, for them to decide to send a technician out to my address...

The first problem, was with my address:
My lease says "3/13" (unit 3, of number 13), but for some reason, the power company, and telstra, both have our unit registered as "Unit B".
I know Unit B is correct, because thats the address the power company used, to connect us to electricity.
Nevertheless, this was still an annoyance to have to explain to telstra.

The next problem was with my credit check:
When I was in the shop, signing up, I was told that my credit check was approved, and ok.
A day later, I was texted by telstra, saying that there was a credit issue, and to call telstra back.
After calling back, I was told I need to pay a $300 credit bond, because apparently my credit check was not of a high caliber or something, even though I was told that my credit check passed fine, when I was signing up...
They said that the credit bond would be credited back to my account when my ADSL is connected.

I forked out the money, because I was hoping to get connected ASAP, because I need the internet kind of urgently for work.
I received a text one day later, stating that I would be connected by monday 21st Oct. "Great!"... or so I thought...

The next problem, was with my phone line:
It began with a call from telstra, (the day I was supposed to be connected) saying that apparently there is already an active line here at my address.
They requested that I send proof (a signed lease agreement) that I live tere, so that they can disconnect the other line, and connect mine, and said that it would take 2 more days, after I send such proof, to get my ADSL connected.

I sent the proof, and called them back to confirm, and they said they cannot read the attachment... These are supposed to be telco specialists, and they cannot open a simple PDF attachment, to print out my signed lease contract.
So I walked to a telstra shop, in the hot sun, to get them to print out the lease, and send it to the POD team.

I called telstra back, to see if they got the documents, and was then told not to worry about the proof, and apparently they don't need proof anymore.
They then told me that they need me to get a phone, and connect it to a phone plug at home (dispite me telling them many many times before, in previous correspondence, that I do not have a phone, to connect at home.
They wanted me to connect a phone, and dial a special number, to get the number of the active line at my address.

I then borrowed the phone from work at the end of the day, took it home, plugged it in, and there is NO DIAL TONE...
There are three phone plugs in my house, and none of them have a dial tone...
I called telstra up again, to tell them that there is no dial tone, and they FINALLY decided to send out a tech guy.

Apparently though, they can't send anyone out until the 29th!... the 29!...
I was told that I would have an active ADSL connection on the 21's at the latest, and now I'm being told that I cant even get tech support over here, until the 29th... Then I have to wait even longer after that, for them to solve the problem, and get me connected...

I'm baffeled as to how it took telstra so long, to decide to send out a tech support for this problem.
Every day that I go without internet right now, is costing me money.
I disconnected my previous mobile internet access, because I assumed I was going to be connected with telstra by now.
Is there really nothing you can do, to prioritize this problem, and get a tech support sent out earlier?

2 ACCEPTED SOLUTIONS

Accepted Solutions
tommo020788
Level 3: Gumshoe
Accepted Solution

Re: Not a good first impression! - Connecting with ADSL

I have finally come to a resolution with one of the people in higher authority.

They have agreed to re-credit my account for the cost of a prepaid wireless dongle (I will go and buy one from the local store), and they will also top it up with the max 12gb top up.
This is because I was told that I would be connected by money the 21st, and now I can't get a tech support out until next week, leaving me without internet, as I disconnected my existing wireless data plan I had with Vodafone, on Monday (because I was expecting to get ADSL on that day).

So the wireless dongle will provide me with internet, while the ADSL problem is being sorted out.

View solution in original post

Joe-Telstra
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Not a good first impression! - Connecting with ADSL

Hey tommo020788,

 

I'm really sorry to hear that there's been a delay in connecting your BigPond ADSL.

 

I'm just touching base with you here  Tommo just in case you needed help with your service.

 

Thanks.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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View solution in original post

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4 REPLIES 4
tommo020788
Level 3: Gumshoe
Accepted Solution

Re: Not a good first impression! - Connecting with ADSL

I have finally come to a resolution with one of the people in higher authority.

They have agreed to re-credit my account for the cost of a prepaid wireless dongle (I will go and buy one from the local store), and they will also top it up with the max 12gb top up.
This is because I was told that I would be connected by money the 21st, and now I can't get a tech support out until next week, leaving me without internet, as I disconnected my existing wireless data plan I had with Vodafone, on Monday (because I was expecting to get ADSL on that day).

So the wireless dongle will provide me with internet, while the ADSL problem is being sorted out.

View solution in original post

tommo020788
Level 3: Gumshoe

Re: Not a good first impression! - Connecting with ADSL

Just an Unfortunate update...

My ADSL still has not been connected -_-
It's been over 2 weeks past the date I was promissed an internet connection.
I'm waiting on tech support to call me, for an escelated issue, because tech support keep having problems, and there have been constant issues with the bundles team trying to activate my bundle.
The bundles team has now restarted my order 4 times (This time, seem to be getting somewhere with it), but I still have no internet, and the tech team keep running into "weird" anomolies while investigating my connection (Meaning, they don't understand what the problem is), so they have "escelated my issue, and now I wait for the next call.

It's pretty damn dissappointing. I said from the start, connecting with telstra that I bet telstra would screw me around.
Pretty much have NO other choice though, in this town, optus can't service my address, and other companies like dodo want me to sign up for a 24 month phone contract, just to CHECK if they can connect my internet, with no promisses, not to mention, they run through telstra anyway, so they'd have the same issues, with less tech support priority.

Joe-Telstra
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Not a good first impression! - Connecting with ADSL

Hey tommo020788,

 

I'm really sorry to hear that there's been a delay in connecting your BigPond ADSL.

 

I'm just touching base with you here  Tommo just in case you needed help with your service.

 

Thanks.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

View solution in original post

tommo020788
Level 3: Gumshoe

Re: Not a good first impression! - Connecting with ADSL

Unfortunately, promise after promise has been broken, so its been a pretty frustrating, and horrid experience so far.
Most of the customer support people seem nice, but there has just been problem after problem,
and every time they say its going to be fixed by a certain day, and that they'l contact me at a certain time, it never happens, then I contact them, and there's another problem thats come up.
This process has repeated 4 times now.

This time, its "please wait 3 more days, for your internet to be activated" HA! I heard that weeks ago, and that never happend, so I don't have my hopes up.
We'l see though, if the nightmare finally ends in 3 days or not.

I've already paid out $450 of unexpected/unexplained payments through this process, to get the internet going, but it still hasn't happend.
Now I'm paying interest on the card I had to pay it out of, and I'm not going to get that back, until the other housemates pay me back for internet access (AFTER THE INTERNET IS WORKING).

It would be great if I could receive some kind of compensation for all of the hell I've gone through because of all of this, and the interest I'm paying on credit, while I wait for the internet to work, so the housemates can pay me for it.

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