Level 1: Cadet

unable to contact a human to report a fault


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