kayandmax
Level 1: Cadet

Disconnect a ported nbn service

Hi,

 

I am having trouble getting Telstra to finalise our disconnection.  We have switched to a new service provider and have confirmation that our phone number and internet service are both now with our new provider. Can I get help getting my account finalised

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8 REPLIES 8
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Disconnect a ported nbn service

You would need to speak to Telstra support, your best bet would be to call 132200 and say “disconnect” and they should be able to look into that for you.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
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View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

kayandmax
Level 1: Cadet

Re: Disconnect a ported nbn service

Have been trying that, Telstra keep saying that it is pending waiting on confirmation from the new provider. The new provider is telling me that they have completed all steps in the transfer process, even quoting the nbn job number. Telstra won't even take that number, just keep saying that they need to wait on the new provider
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Disconnect a ported nbn service

My understanding is that the NBN side of it is all verified by NBNCo through their portal, so it sounds like for some reason it isn't recording the same on nbn end...

Maybe try lodging a complaint, and get the complaints team to look into it for you. Put in the complaint the reference number and someone should be able to verify with nbnco the status. https://www.telstra.com.au/support/category/account-billing/manage-account/our-complaints-handling-p...
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Angela_H
Support Team
Support Team

Re: Disconnect a ported nbn service

Hi kayandmax,

I'm sorry you're having trouble getting your bill finalised.

It is quite true that your final order through us needs to be cleared through before a final bill can be processed.

If your order is sitting in 'pending' someone will need to manually push the order through, if the order status is 'provisioning' (which is more likely) & has been for a long time our support team need to look into this further. 

I would suggest chatting again,  http://tel.st/3regd, or calling through on 132200 & asking for more info, if they can't provide it, or explain the issue, ask them to escalate the matter to our support team. 

Please let me know how you get on.

Angela 

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kayandmax
Level 1: Cadet

Re: Disconnect a ported nbn service

 

thanks Angela......on every occasion I have talked with tesltra I have been told  that the order is "pending" and that I don't have to follow through with anything it will be done "all in good time".....I have asked will that leave me with accounts from 2 service providers and they have not been  able to give me a definite answer on this.........I have just got a bill on 24/7 for September from Telstra and a new billing period for October has been started......everytime I ring I get the same answers to my questions but no results.....I would appreciate it if you could expedite a resolution to this problem...Kay

Cas-Ra
Support Team
Support Team

Re: Disconnect a ported nbn service

Hi @kayandmax , thanks for getting back to us. While we're unable to action any account based changes for you via CrowdSupport as this is primarily a peer-to-peer forum, our specialist team can raise an internal issue for a stuck order to have the request status changed to complete and then we'll be able to finalise the account. I apologise for any inconveniences in the meantime. 

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kayandmax
Level 1: Cadet

Re: Disconnect a ported nbn service

Thanks....it would be great if your specialist team could raise an internal issue to have the status escalated to complete
Cas-Ra
Support Team
Support Team

Re: Disconnect a ported nbn service

Regrettably as mentioned we cannot arrange this for you via CrowdSupport I'm sorry. As Angela has advised you'll need to speak with support directly for your enquiry, and we can escalate further for you from there to resolve the issue.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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