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Level 1: Cadet

unable to contact a human to report a fault

Hi,

Next week I will be leaving Telstra. This is why.

I have had an intermittent connection on my non-nbn HFC cable for the last 2 weeks. It is gradually degrading. I understand technology, and have verified that the fault is not on my premises (unless it is with the telstra supplied cable modem).

 

I am working from home, and having random trouble with online meetings due to ping times and short service interruption like:

 

64 bytes from 8.8.8.8: icmp_seq=118 ttl=113 time=28.497 ms
64 bytes from 8.8.8.8: icmp_seq=119 ttl=113 time=29.618 ms
64 bytes from 8.8.8.8: icmp_seq=120 ttl=113 time=29.787 ms
64 bytes from 8.8.8.8: icmp_seq=121 ttl=113 time=2431.911 ms
64 bytes from 8.8.8.8: icmp_seq=122 ttl=113 time=1425.165 ms
64 bytes from 8.8.8.8: icmp_seq=123 ttl=113 time=423.327 ms
64 bytes from 8.8.8.8: icmp_seq=124 ttl=113 time=30.097 ms
64 bytes from 8.8.8.8: icmp_seq=125 ttl=113 time=28.105 ms
64 bytes from 8.8.8.8: icmp_seq=126 ttl=113 time=29.298 ms
64 bytes from 8.8.8.8: icmp_seq=127 ttl=113 time=33.272 ms
64 bytes from 8.8.8.8: icmp_seq=128 ttl=113 time=32.950 ms
64 bytes from 8.8.8.8: icmp_seq=129 ttl=113 time=28.557 ms
64 bytes from 8.8.8.8: icmp_seq=130 ttl=113 time=28.571 ms
64 bytes from 8.8.8.8: icmp_seq=131 ttl=113 time=29.219 ms
64 bytes from 8.8.8.8: icmp_seq=132 ttl=113 time=29.573 ms
64 bytes from 8.8.8.8: icmp_seq=133 ttl=113 time=33.019 ms
64 bytes from 8.8.8.8: icmp_seq=134 ttl=113 time=28.291 ms
64 bytes from 8.8.8.8: icmp_seq=135 ttl=113 time=1303.124 ms
64 bytes from 8.8.8.8: icmp_seq=136 ttl=113 time=247.337 ms
64 bytes from 8.8.8.8: icmp_seq=137 ttl=113 time=29.315 ms
64 bytes from 8.8.8.8: icmp_seq=138 ttl=113 time=1893.776 ms
64 bytes from 8.8.8.8: icmp_seq=139 ttl=113 time=870.785 ms
64 bytes from 8.8.8.8: icmp_seq=140 ttl=113 time=28.696 ms
64 bytes from 8.8.8.8: icmp_seq=141 ttl=113 time=30.146 ms
64 bytes from 8.8.8.8: icmp_seq=142 ttl=113 time=30.254 ms
64 bytes from 8.8.8.8: icmp_seq=143 ttl=113 time=29.969 ms
64 bytes from 8.8.8.8: icmp_seq=144 ttl=113 time=28.850 ms
64 bytes from 8.8.8.8: icmp_seq=145 ttl=113 time=4833.048 ms
64 bytes from 8.8.8.8: icmp_seq=146 ttl=113 time=3814.810 ms
64 bytes from 8.8.8.8: icmp_seq=147 ttl=113 time=2785.621 ms
64 bytes from 8.8.8.8: icmp_seq=148 ttl=113 time=1794.630 ms
64 bytes from 8.8.8.8: icmp_seq=149 ttl=113 time=735.923 ms
64 bytes from 8.8.8.8: icmp_seq=150 ttl=113 time=32.095 ms
64 bytes from 8.8.8.8: icmp_seq=151 ttl=113 time=3190.512 ms
64 bytes from 8.8.8.8: icmp_seq=152 ttl=113 time=2171.887 ms
64 bytes from 8.8.8.8: icmp_seq=153 ttl=113 time=1168.855 ms
64 bytes from 8.8.8.8: icmp_seq=154 ttl=113 time=138.523 ms
64 bytes from 8.8.8.8: icmp_seq=155 ttl=113 time=1476.997 ms
64 bytes from 8.8.8.8: icmp_seq=156 ttl=113 time=414.464 ms
64 bytes from 8.8.8.8: icmp_seq=157 ttl=113 time=5053.037 ms
64 bytes from 8.8.8.8: icmp_seq=158 ttl=113 time=4009.412 ms
64 bytes from 8.8.8.8: icmp_seq=159 ttl=113 time=2994.454 ms
64 bytes from 8.8.8.8: icmp_seq=160 ttl=113 time=1985.823 ms
64 bytes from 8.8.8.8: icmp_seq=161 ttl=113 time=971.772 ms
64 bytes from 8.8.8.8: icmp_seq=162 ttl=113 time=32.757 ms
64 bytes from 8.8.8.8: icmp_seq=163 ttl=113 time=28.396 ms
64 bytes from 8.8.8.8: icmp_seq=164 ttl=113 time=36.369 ms
64 bytes from 8.8.8.8: icmp_seq=165 ttl=113 time=35.027 ms
64 bytes from 8.8.8.8: icmp_seq=166 ttl=113 time=29.788 ms
64 bytes from 8.8.8.8: icmp_seq=167 ttl=113 time=29.941 ms
64 bytes from 8.8.8.8: icmp_seq=168 ttl=113 time=30.088 ms
64 bytes from 8.8.8.8: icmp_seq=169 ttl=113 time=31.760 ms
64 bytes from 8.8.8.8: icmp_seq=170 ttl=113 time=28.305 ms
64 bytes from 8.8.8.8: icmp_seq=171 ttl=113 time=29.354 ms
64 bytes from 8.8.8.8: icmp_seq=172 ttl=113 time=31.084 ms
64 bytes from 8.8.8.8: icmp_seq=173 ttl=113 time=687.650 ms
64 bytes from 8.8.8.8: icmp_seq=174 ttl=113 time=29.252 ms
64 bytes from 8.8.8.8: icmp_seq=175 ttl=113 time=29.072 ms
64 bytes from 8.8.8.8: icmp_seq=176 ttl=113 time=28.649 ms
64 bytes from 8.8.8.8: icmp_seq=177 ttl=113 time=29.655 ms
64 bytes from 8.8.8.8: icmp_seq=178 ttl=113 time=29.053 ms
64 bytes from 8.8.8.8: icmp_seq=179 ttl=113 time=29.472 ms
64 bytes from 8.8.8.8: icmp_seq=180 ttl=113 time=29.332 ms

 

While this is pinging google, I get the same results from all internet sites, including tesltras own where the traffic does not leave the telstra network. It also stalls long enough to be noticeable on streaming devices such as the TV even though they are not real time services with large buffers.

 

Further, for the last 2 months, it seems the HFC network no longer stays up when there is a blackout. I have UPS power in my house, and this is a change that has occurred in 2020. NBN FTTC has recently become available and it seems clear Telstra have no interest in supporting whats left of the HFC in my area.

 

I have tried:

 

1. Calling the support number. I am advised that the call center has had a staff reduction due to covid, and then I am advised to use the telstra app. I am unable to reach a human this way.

 

2.  I use the web site, and it directs me to use the service check tool, which I have done, and then advises me to use the app for a live chat.

 

3. I have used the online chat which is a bot, which has no option to talk to a human and all attempts to find a human end up in "use the telstra app".

 

4. I use the telstra app, and it opens the same web page as online, with the same workflow, but on my phone, which then ends at "use the telstra app" which I am. I have also tried to report this fault to the web chatbot as a problem with the app with the same results.

 

At this point crowd support is the only option I am aware of. I am still paying for the HFC service, and this is the worst support I have ever seen in 25 years of connected services.

 

This week I signed up for a competing NBN service. Goodbye Telstra, I wont be back. If I have the energy I will be reporting this to the ACCC. But at the least I hope your other customers can see this report and realise how there is so little customer care in Telstra this situation can exist. In order to cancel my service I will be attending a store in person. I will advise them of this whole saga. I hope they are a franchise and have the ability to send their thoughts back up the chain in telstra.

 

It actually looks very much like telstra may have closed the customer service center completely and are trying to see how long they can get away with providing zero support, while dropping those customers who give up, and have designed the support system like this on purpose. Could this be true?

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