Terrier56
Level 1: Cadet

Wait times online

I've had a window open for Telstra "online support" (chose the option after a recorded message told me the phone wait time was 45-50 minutes). I've been waiting 1 hour 18 minutes so far ... is this usual?  

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9 REPLIES 9
SteveW_52
Level 21: Augmented

Re: Wait times online

Unfortunately it is the new 'norm' for Telstra customer support, not sure where they get their time estimates from..

 

 

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Terrier56
Level 1: Cadet

Re: Wait times online

I'm definitely getting old and cranky.  It was only about 10-15 years ago that we could ring 133933, get through within 10 minutes, and even if the guy/gal had a strong accent, they knew their stuff and usually fixed your phone or computer problem in a few minutes.  Sigh ....... Smiley Wink

CarrotSJ
Level 2: Rookie

urRe: Wait times online

In the MyTelstra app I have waited 40 hours for someone to start troubleshooting with me.

Terrier56
Level 1: Cadet

Re: Wait times online

PS Telstra has awarded me with a badge, oh I feel so much better about Telstra now.  That's almost as exciting as when I'd get a little gold star sticker on the back of my hand when I was being a good little girl at school.

Terrier56
Level 1: Cadet

Re: urRe: Wait times online

good lawd!  i chose to finish my voice call, rather than wait 45 minutes on my mobile to be put thru to a live person (my landline is out of order which is why i need help).  nearly 3.5 hours later i'm waiting in online chat.

i did receive an email notification of replies to this message, and telstra helpfully added a promotion for their MyTelstra app ... which sounds about as useful as **bleep** on a bull if you've had to wait 40 hours ... thank you for the heads-up.  

SteveW_52
Level 21: Augmented

Re: urRe: Wait times online

When you send a message in the My Telstra app, use the three dots at the top to 'Mark as Urgent'..

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
SteveW_52
Level 21: Augmented

Re: Wait times online

Yep..  I am known to be a bit of a curmudgeon about most things Telstra  (must be of a certain age I guess - older than 25 that's for sure) - no longer a shareholder and I am moving services as they come due and there is a decent alternative - about the only real plus for Telstra is the mobile coverage, which is useful because I travel a lot, but that won't be for much longer because real retirement beckons..

 

I find the current crop of Codi's consultants have poor memories, don't or can't read any prior history and don't know the Telstra, services, capabilities and processes  - I won't mention the poor people interaction skills...

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
OccasBigpndUser
Level 5: Eagle Eye

Re: Wait times online

Is that all ?  I was ON an online chat for over 6 hours and the consultant unilaterally hung up on me and it all disappeared , couldn't save or print a copy of chat content.  Seriously NOT efficient, nor cost effective from Tel$tra's perspective.  

Reggie4806
Level 4: Private Eye

Re: Wait times online

The MyTelstra app keeps the chat history. So it might be worth using that over a web browser. I've had staff get my details automatically from the app as well.

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