Lead-in cable

[cognitiveant]

Who would I contact regarding this? as Telstra NBN tech support is no help.

[DingoDan]

Hey cognitiveant,

I would recommend having this raised as an official complaint so that we can have a specialized case manager assigned to have this investigated and resolved further for you. This can be raised via our secure form at 

https://tel.st/9d3em

[cognitiveant]

Thank you for your reply,

I have already raised this three times with another enquiry and got no replies.   

[Jimmy-Lo]

Thanks for taking the time to raise a complaint previously @cognitiveant

Can we please have the complaint reference number starting with SR so we can get in touch with your previous case manager?

I look forward to your response.

- Jimmy

[cognitiveant]

Thanks for your reply,

1-2116408870704 on 9th July 2019 and 1-2094819365518 on 12 July 2019 and currently 1-2127635829756 on 16 July 2019.

[Dani39]

Thanks for the reply. 

You should be contacted regarding your complaint either today or tomorrow. Don't hesitate to keep us updated. 

[Jupiter]

For complaints, it can take 5 business days to initially respond to a complaint, so the one that was lodged on the 9th should have received a response by the 16th.

Lodging a number of complaints close together can have the effect of delaying the whole lot. 

[cognitiveant]

When I enquire with the older service requests, they mention that it has been closed, then tech support creates a new service request, with a 24-48hr reply timeframe.  

I wonder if this is clashing with a TIO despute.

[TommyR]

Hi cognitiveant. 

Can I please get your TIO reference number to follow up for you?

Regards - 

[cognitiveant]

2019/06/12287

Thanks

[TommyR]

Thanks cognitiveant

So as you already have an open TIO complaint with us, the subsequent complaints you have raised have all been withdrawn as duplicates of this original complaint. Please do not realise further additional complaints as this only slows the process down when there is an open complaint.
 

I have gone ahead checked the TIO complaint reference and have now reached out directly to your TIO complaint case manager via email. I have requested that they contact you via phone as soon as they are available to update you on this and what they are doing to resolve the issue. 

If you have not received contact from your case manager within 2 business days (as I am not privy to the case managers individual work schedule), please come back & let us know here so we can take the next steps to follow up & escalate on your behalf.

Regards -