KellyA1
Level 1: Cadet

Who can I escalate a telstra NBn issue with?

I am a new customer to Telstra.  First there was a privacy breech and they set up my account in someone elses name with me as an authorised user. This has been fixed, I think. 

 

It has been over a month and my NBN is still not working.  How can I talk to someone who knows what they are doing?  Will call back when they say they will?  And will book the technician to come when they say they will?  I have sat at home waiting for someone who never came.  This is becoming a joke.  I would also like a copy of all conversations with Telstra emailed to me so that I can contact the ombudsman if this isnt resolved this week.  I am so over the amount of time this has taken to be resolved. 

 

Can anyone help me with an onshore contact who has some power to do something?

 

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7 REPLIES 7
343GuiltySpark
Level 23: Superhero
Level 23: Superhero

Re: Who can I escalate a telstra NBn issue with?

You'd need to raise a complaint. You can raise a complaint here
I work for Telstra, but my opinions are my own and not that of Telstras
KellyA1
Level 1: Cadet

Re: Who can I escalate a telstra NBn issue with?

The complaint was raised mid June. Still not resolved.

I am now getting Telstra to send me all of the records so that I can go to the ombudsman. Clearly the complaints process does not work.

JessicaCL
Support Team
Support Team

Re: Who can I escalate a telstra NBn issue with?

Hi KellyA1,

 

It isn't good to hear that this issue remains unresolved. Are you still liaising with your case manager in regards to this complaint? 

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KellyA1
Level 1: Cadet

Re: Who can I escalate a telstra NBn issue with?

So I am trying. But, I ask them to call me back they either don’t or call me back at a time that I tell them that I am not available. I.e. they ask me when they should call me back. I say between 3pm snd 6pm. They call me back at 10am. Or, they sent me an email saying would you prefer to correspond via email and I sent back the details hey request and say yes. But they still call me.

I call the number that is on the texts and use the PIN and the case manager is never available. I go to reception and leave a message and they ask me when they should call back. I usually miss the call because I am either working or driving because they cannot call at the states times.

And I am still getting calls and emails in the wrong persons name, even though they say it is all fixed.
JessicaCL
Support Team
Support Team

Re: Who can I escalate a telstra NBn issue with?

Can I please get your complaint reference number? (it will begin with SR 1-).

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KellyA1
Level 1: Cadet

Re: Who can I escalate a telstra NBn issue with?

So this is the reference number that I have been dealing with - 1-1573538572677

But yesterday they emailed and said that I have another one 1-1589498917979
JessicaCL
Support Team
Support Team

Re: Who can I escalate a telstra NBn issue with?

Thanks for those details, I have contacted your case manager and have asked that you are emailed as soon as possible to discuss further.

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