mlw2go
Level 1: Cadet

Product quality and customer servie - The Telstra myth.....

I have an ongoing investigation with the TIO with regards to the commisioning of my NBN service back in Feburary.

 

Summary:

On scheduled cutover date home phone was disconnected but technician was unable to connect to NBN.  We were left without service for 11 days with a new excuse every day.  Promised compensation has never been forthcoming.

 

As per the TIO disputed bills should not be demanded or actions taken in result of non-payment.

 

Dispite this I had continued to pay my bills until last month where we were without NBN for 8 days dur to another national outage.  The quality of the service (product) since Feb has been less than promised - speed, outages, home phone not ringing, etc.

 

Current:

Last month I decided not to pay the bill (see above) and 1 day later my service was barred.  I made a call explaining the situation and was told that the issue would be resolved in 30 mins - that was 9 days,  20 calls and around 10 hours on hold later I am still without service.

 

Each time I have spoken to a consultant (at least they are not calling themselves "Customer Service" anymore) I have had to repeat the whole conversation and promised the service would be restored.  Still waiting.

 

Today I had the joy of being transferred to NBN faults - wow.   The "technician" and I use the term loosely could not be distracted from the script.  Insisting to try and diagnose a line fault.  After 20 mins on hold I borrowed my wifes mobile and called our home to let him hear the disconnection announcement that according to him had been removed.  Again dispite the obvious I now have a new modem being express delivered and a technican comming out to check the line to the house...... wtf !!!  

 

No matter how I tried I could not convience the "tech" on the other end that the recorded message did NOT come from the modem or a "broken line in the street".  So it looks like another 24-48 hours at least until the scripted checks are complete.

 

Signing up with Telstra was a conscious decision.  I felt that although I was paying a premium I would also be getting a premium product and service.  The dissapointment I have is without measure.  Talk about buyers remorse.....

 

Sincerley

A former support of an Australian owned company

 

PS Apologies for those currently waiting for a tech to connect them - one less wil be working tomorrow due to a script that cannot be deviated from.

 

PSS Just recieved a text from Telstra confirming the visit from technician.  The text asks us to keep the line free for a call....  Seriously..... At least it gave me a giggle.

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4 REPLIES 4
Lindy
Telstra (Retired)
Telstra (Retired)

Re: Product quality and customer servie - The Telstra myth.....

Hi Mlw2go 

 

I can see that the last few months with Telstra have been rather trying and I sincerely apologise.

 

How did the Technician Visit go? Do you now have a service back online. 

 

If your service is still offline, please send a reference number associated with this current issue, and we will chase it up for you.

 

Kind Regards 

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mlw2go
Level 1: Cadet

Re: Product quality and customer servie - The Telstra myth.....

Lindy - appreciate the courage to reply - "trying" is an understatment.

 

Yesterday to be honest the technician was great - bruttally honest - which was very refreshing.

 

Outcome: 

- Incomming calls still have the "disconnected" announcement.

- Outgoing calls work

- Internet (NBN) works for about 5-10Mb then line drops for around 7 mins (nothing works)

 

Also this morning (using mobile as hot spot) I noticed around plan has been altered (no idea why that changed??)

 

INT 1-827063149199

 

 

mlw2go
Level 1: Cadet

Re: Product quality and customer servie - The Telstra myth.....

Still waiting on contact and a solution.....

 

16th day without internet and 12th without phone. 

 

 

Way to go Telstra !!!

JesseS
Support Team
Support Team

Re: Product quality and customer servie - The Telstra myth.....

Sorry for the delay getting back to you. Was there another technician attending the issue? Have you spoken with us since? And what was the outcome?

 

 

Thanks

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