kiwitrains
Level 7: Deputy Inspector

Compensation

Answered

My home phone and adsl has been off since Friday, Telstra say it will be on Monday PM, do they pay compension for the time it is off.?

1 ACCEPTED SOLUTION

Accepted Solutions
Kalak
Level 23: Superhero
Accepted Solution

Re: Compensation

If it goes past the legislated customer service guarantee time-frames it is generally credited automatically FG.

However this only applies to fixed phone services, not internet services, and Friday to Monday PM fix - while potentially 4 days without service for the OP - is within the normal timeframes so nothing would be applied automatically.
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Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.

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4 REPLIES 4
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Compensation

When the service is restored, you can contact biling and they will credit back the difference

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

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
alancorner
Level 5: Eagle Eye

Re: Compensation

Thank you
ForensicsGuru
Level 21: Augmented

Re: Compensation

In my experience, Telstra always credited back to me automatically, sometimes I was not even aware of it... It usually appeared as "Service Guarantee" credit on my bill.

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
Kalak
Level 23: Superhero
Accepted Solution

Re: Compensation

If it goes past the legislated customer service guarantee time-frames it is generally credited automatically FG.

However this only applies to fixed phone services, not internet services, and Friday to Monday PM fix - while potentially 4 days without service for the OP - is within the normal timeframes so nothing would be applied automatically.
If you've found a solution then don't forget to mark that post accordingly.
If you think I've been of assistance to you please remember to let me know by clicking on the LIKE button.

Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.

View solution in original post

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