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Telstra,
My 91 year old mother, who is living alone independently, has no internet and only uses a mobile when travelling, relies on her home phone for family and friends to call and check on her / provide company.
Telstra cut off her service and to many others in the suburb, on the weekend ... NO NOTIFICATION, No offer to ensure that she had alternate communication to call emergency services, and NO "Out-of-order" tone for those calling her. It will not now be fixed until 5 Oct 2020. She had no idea that those trying to call were very worried that she could not get to the phone and answer calls.
It is only because I work in the industry does she now carry her mobile (fully charged and pre-paid) and arranged for calls to be diverted to it. How many old people, or people living on the own, in her suburb alone (postcode 2011) do not know they don't have service or their loved ones totally unaware that it is the phone that is dead and not the person???
Really Telstra? - almost criminal neglect!!! If one of those affected customers is lying by the phone waiting for a dial tone - I don't think they will survive a week!
One for the ombudsman?
Peter
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Nope. Not a Telstra employee.
The extent of the obligation of Telstra is to ensure that the notification to the customer is made (NBN Co does the same thing). They cannot forcibly migrate somebody to the NBN due to the way the regulations were drawn up by the Government. It would have been better as an opt-out system (ie. you actually have to say that you want your services cancelled otherwise you were migrated).
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Re: Notification of no service on home phone
Al the old non-NBN services have reached the switch off stage in that area and all the residents should have been receiving notices about it since this time last year.
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Re: Notification of no service on home phone
Sounds like a Telstra employee making excuses.
Yes NBN is in the area, but as a multi-dwelling unit the Telstra service should NOT be switched off before confirming all services have been migrated.
I have confirmed with Telstra and NBN that my mother is still not registered as having NBN access.
So my concern remains - how can Telstra justify the lack of care for those that rely on a fixed phone.?
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Nope. Not a Telstra employee.
The extent of the obligation of Telstra is to ensure that the notification to the customer is made (NBN Co does the same thing). They cannot forcibly migrate somebody to the NBN due to the way the regulations were drawn up by the Government. It would have been better as an opt-out system (ie. you actually have to say that you want your services cancelled otherwise you were migrated).
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Re: Notification of no service on home phone
Jupiter doesn't work for us but they sure do a great job of helping out on this forum.
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Re: Notification of no service on home phone
technically you can sue Telstra for cutting the service without notification and as part of the law regarding vulnerable people: pensioner's, people on disability support. they CAN NOT cut of a phone service to those people. my suggestion is get a layer and sue you should get around $100,000 in composition if the layer is good enough.
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Re: Notification of no service on home phone
No. Vulnerable people still have to make a migration request, they can still be cut off under the NBN regulations.
But you can go to the TIO and they can get Telstra to move very quickly if the code has been breached (which would revolve around the notification or the cutoff date of non-NBN services - which is done by both NBN Co and the carriers).
The first question that a lawyer should ask is "Have you been to the Ombudsman?". If not, get a new lawyer as a court will generally not deal with a lawsuit unless the prescribed remedies under the regulations have at least been attempted.
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Re: Notification of no service on home phone
i'm trying to report a phone out of order for 82 year old friend who is very ill
do you know how to report it out of order ?They don't have a Telstra shop in town so they cant do that on Monday.
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Re: Notification of no service on home phone
Hey @ME53
Do you happen to know what kind of technology the landline is connected on? This should either be NBN or copper.
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Re: Notification of no service on home phone
If that person is very ill with a life threatening illness.. they would qualify for Medical Priority assist which provides expedited service. To join... an operator will take you on face value for the first 30 days whilst they post you the form which you can also download. If at the end of 30 days you have not sent back preferably signed by a doctor the service is discontinued
If I have helped you, a "Like" would be appreciated.
If my advice is a solution, please acknowledge it.
I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"
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Re: Notification of no service on home phone
I get all that. But they do not have it at this time so my question still remains how do I report their service out of order
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Re: Notification of no service on home phone
You can report a landline fault here https://tel.st/2zurp;
May I also ask if your friend has access to a working mobile phone, in case of emergency?
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Re: Notification of no service on home phone
Yes but they don't use as they are Technophobes they are in their 80's They are still trying to use a cordless. They are also 2 1/2 hours away from me so I can't drive over. Feel pretty useless. That's why I need to report it for them.
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Re: Notification of no service on home phone
Just tried the link, got this
HTTP Status 404 - /general/home-phone-fault/ 
type Status report
message /general/home-phone-fault/ 
description The requested resource is not available.
Apache Tomcat/8.0.45
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Re: Notification of no service on home phone
That's strange, I tried it on my end before giving it to you. Could you try clearing your cookies and cache or try using another browser like Chrome or Firefox?
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Re: Notification of no service on home phone
The person taking the fault report can activate 30 days of medical priority assist on the spot..as i advised
Thank you
If I have helped you, a "Like" would be appreciated.
If my advice is a solution, please acknowledge it.
I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"
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