Lukestep1988
Level 1: Cadet

Unacceptable

I've been having on going speed and dropout issues with my Telstra ADSL for over a month. I've had 2 technicians come out to my address. First attempt I specifically told support that there will only be someone home between 8-11am as the booking windows are 4 hours. The first technician never got in contact with us. After being on hold to Telstra for extremely long amounts of time I was notified that a technician came out and changed something outside and deemed it fixed.2 days later our speeds were at a low again with constant drop outs. I raised another technical support request a while later another technician came out to the house adjust something out the front of the house and came inside and test the internet and deemed it fixed. A few days later our internet speed as extremely low and dropping out. After being on hold again I managed to speak to someone again. I told them we are on an unlimited plan and have only managed to use the home internet so little that over an entire month we used 27gb. I asked what they plan to do about it. Paying 100 dollars a month for a service which is unuseable. They weren't interested in componsating us for the service faults.i was then instructed to remove my ADSL filter which bought my internet speed up to what we were getting a week has gone past where I have been trying to get a hold of technical because it's broken again to only be told waiting times are over 20 minutes. Tonight I have tried calling again and have been on hold for over an hour after getting home from work and finding my ADSL sync speed at 0.8mbs after restarting my modem it's now at 1.7mbs a second with massive dropouts packet loss and high latency. I don't know what to do anymore... Paying for a premium internet provider which I can't get a hold of. A provider that can't fix my fault.i keep going around In circle's spending hours on the phone and having no results. We renewed our contract about 8 months ago to get Foxtel. I'm regretting it as we were out of contract and I could have terminated my service immediately. Who do I speak to in regards to cancelling my services due to being provided a sub third World service.this can't keep going on... Paying too dollar for a service which I can't even get in contact with. when I do get in contact I speak to the call centre in India which keeps apologizing about my problem but can't do anything about it. It's absolutely disgusting

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2 REPLIES 2
Lukestep1988
Level 1: Cadet

Re: Unacceptable

To add to this disgusting service after an hour and 10 minutes someone finally answered my call to be told that the system has transferred me to the wrong department
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unacceptable

In Regards to cancelling your services: You can contact disconnections via 13 22 00 and saying 'disconnect' to the robot lady. They should be open 8am - 9.30pm AEST

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

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