kiwitrains
Level 7: Deputy Inspector

Compensation

Answered

Our home phone and NBN broadband were out of action from the 18th May until the 1st June I have just got my latest bill and there is no compensation for the outage. I am overseas at the moment and cannot access 24 hr chat for some reason. Do Telstra pay compensation when they have not supplied a service. I suppose I might have to wait until September when I get back to Oz to sort it out.

1 ACCEPTED SOLUTION

Accepted Solutions
ShannonD
Support Team
Support Team
Accepted Solution

Re: Compensation

I understand downtime is less than ideal however with telecommunications, unexpected outages, planned maintenance or faults can occur. When it does, we work as quickly as possible to restore services for our customers

 

Our consultants will usually be happy to discuss downtime if your service was disrupted, however they'll more than likely wait until a service is fixed or restored.

 

Once the service is restored, I'd recommend speaking with us either securely online here or by calling 132200 to discuss the downtime. NBN customers should call 1800 834 273. 

 

If you're using another service in the interim, normal charges will apply

 

If you're having trouble getting this resolved or investigated, you're welcome to raise a complaint through our online form here & a dedicated case manager will be assigned to work with you to help resolve the matter.

Upon submitting, you can expect contact within 5 business days & we'll aim to resolve within 10 business days. Depending on the issue, in some cases it may take longer to resolve. 

____________________

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

Re: Compensation

Not proactively

You will have to contact them
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
kiwitrains
Level 7: Deputy Inspector

Re: Compensation

Thank you
bobbie_lan
Level 1: Cadet

Re: Compensation

Good luck getting compensation from Telstra.
I have written promise of reimbursement for having to purchase a temporary internet system after Telstra cut my connection - took 2 months and many hours of calls, including denial by Telstra staff, to get the promised refund.
I also have written promise of compensation for 4 months lack of service, hours of phone calls and 24/7 "help . I eventually got Telstra to resolve the problem which was caused by their modem.
Three bills and many more phone calls later I am still waiting for the promised compensation .
Warning: Get EVERYTHING in writing (confirmation emails) and insist on staff number from everyone you deal with from Telstra.
ShannonD
Support Team
Support Team
Accepted Solution

Re: Compensation

I understand downtime is less than ideal however with telecommunications, unexpected outages, planned maintenance or faults can occur. When it does, we work as quickly as possible to restore services for our customers

 

Our consultants will usually be happy to discuss downtime if your service was disrupted, however they'll more than likely wait until a service is fixed or restored.

 

Once the service is restored, I'd recommend speaking with us either securely online here or by calling 132200 to discuss the downtime. NBN customers should call 1800 834 273. 

 

If you're using another service in the interim, normal charges will apply

 

If you're having trouble getting this resolved or investigated, you're welcome to raise a complaint through our online form here & a dedicated case manager will be assigned to work with you to help resolve the matter.

Upon submitting, you can expect contact within 5 business days & we'll aim to resolve within 10 business days. Depending on the issue, in some cases it may take longer to resolve. 

____________________

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today
Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out

All moderation actions are supported by the CrowdSupport Community Guidelines

View solution in original post

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