Highlighted
Level 3: Gumshoe

New Services

Context:

I demolished an old house and rebuilt built a duplex on a my property.

 

Late September: I called up the Telstra sales team to get my cable internet and home phone service. I explained the situation that I am building a duplex at 30 Ronald avenue, but there are no numbers on the buildings yet; and  I need the connection ONLY for the rear duplex etc. The sales person said that is fine, we get this a lot, when the technician calls to arrange a time for install, just tell them which one you need to get connected. She said it would take between 2-6 weeks for the connection, and the technician will call you directly. I said great, and that was it.

 

Late October: I went to check up on the property and saw there was a Telstra box connected to the front duplex. I questioned my site manager who said ‘oh yeah, the Telstra guy came and installed the cabling to the front duplex, and when I said to him, you need to install it on the rear duplex, he said, ‘“no, I’m just doing this one” ‘.

 

So I called Telstra and explained the situation to one of the people on the phone, he apologies profusely and said he will get one of the contractors who do the installations to call me ASAP within 48 hours.

 

I get a call from my case manager (I didn’t even know I had a case manager until then) who tells me everything is complete for my installation. I then re-explain the situation to him. He extremely coldly tells me “call the contractors yourself because I can’t do anything about that for you”. I still don’t know what this case manager was supposed to do, if he can’t even speak to the Telstra

 

72 hours later: I called back Telstra and explained the whole situation to them again. The person on the phone was extremely rude to me, she said she cannot do anything to help me, because the service request was closed and everything was fine (I know right?!). I asked to speak to her manager and she said ok, and transferred me to a completely different team (lol).

 

I had had enough and went to my nearest Telstra store (George street CBD one). I spoke to a person there (senior consultant) he was very nice and sympathetic. He explained to me that it was Telstra’s fault, and made some calls on the phone. Then hung up the phone and said, I will create a new order for you with the correct address (30B Ronald Avenue). He said someone will call me 48 hours later to confirm the new service request and I will receive emails within 24 hours.

 

72 hours later: I have received no calls or emails about my new service request. I walk back into the Telstra store, ask for the same consultant, get told he isn’t here, so I speak to another senior consultant. RE-EXPLAIN the whole thing to this person, they are also sympathetic and make some calls for me, again telling me that someone will call me and confirm with me the service request with 48 hours.

 

That day I get a call from my Telstra case manager (the most useless of case managers) telling me that the earliest time they can get a technician to my house is on the 05th of January 2017!

 

November 17th: I called Telstra yet again and explained the whole situation AGAIN to the person i speak to, they transferred me to the moving home section where I spoke to a really helpful person (the first helpful person since my first call to Telstra. After explaining the WHOLE situation to them he managed to get me an technician for the 21st of November.

 

November 21st: A technician comes out to the property, takes a quick 15 minute look at the property, and says there is no pit near the rear duplex i.e he can’t do anything for me. He advised me to call Telstra and resolve it.

 

I call up Telstra, EXPLAIN THE SITUATION AGAIN! wait on the phone for 1 hour and 25 minutes while the lady tries to figure out what to do. She finally tells me that she needs to setup a new service request for me and that she will transfer me to the right department to do that. When the next person comes on the phone she tells me my colleague told me that you needed a new services with the professional installation package (where someone helps you setup the modem). I almost lost my brains when I heard that.

 

I honestly do not know what else to do.

 

I have honestly run out of options. Going to the Telstra doesn't help, because they just call the same phone number that I call. I've tried!

 

CAN ANYONE AT TELSTRA HELP ME!

<removed for your privacy>

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26 REPLIES 26
Highlighted
Support Team
Support Team

Re: New Services

Hi Tamin_ast, 

Thankyou for your feedback on your experience. I would like to take this opportunity to apologise to you for the poor service you have received and also the time it has take for you to get this resolved. I understand from personal experience how very frustrating this can be and for that I am very sorry. This is certainly not the way we want you to feel when you are needing assistance with any Telstra service. 

If you are not sure what is involved in the process to get this connection, please see our support page here https://crowdsupport.telstra.com.au/t5/General-Services-KB/What-Reference-Numbers-can-I-obtain-from-... as this goes into great detail about the process of getting this connection on your property as well as having directions on what steps to take if you are having difficulties. 

If you have submitted your registration with the control group but are in need of further assistance you will need to contact the Smart Community Developer assistance on 1800 226 543, leave a message and your call will be returned.

Otherwise if you have your complaint reference number handy, please provide this and I will contact your case manager on your behalf to follow up with you. What References can I obtain from Telstra

Regards - 

____________________

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Highlighted
Level 3: Gumshoe

Re: New Services

Hi Tommy, 

 

Here are my details

 

<removed for your privacy>

 

I'm still not connected with cable internet.

 

Highlighted
Support Team
Support Team

Re: New Services

Hi Tamim. I'm really sorry this has gone on so long. I've emailed your case manager, with all of the above details, and requested he call you as soon as he can.
Please let us know how you get on - Matthew.

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Highlighted
Level 3: Gumshoe

Re: New Services

Hi Matt,

 

Thanks for your response. My case manager has become a little more pro-active about calling me. But still nothing has been done. I have riased a complaint via Telstra and also via the Telecom. Ombudsman. 

 

I find it ridiculous that I am willing to pay $500 to get this resolved, and yet still no resolution.

 

Also, who can I speak to about my service apparently already being active. i.e i keep receiving emails that I am about to go over my data limit and that someone is using my internet and phone? This is becoming rather suspicious as it could be fraud.

 

Please let me know.

 

Thanks in advance.

Highlighted
Support Team
Support Team

Re: New Services

It is disappointing that they have not resolved this for you. If you have lodged this with the TIO, we will escalate this with a specialist case manager. 

 

They will be in touch with you to let you know the next steps from here once a case manager is assigned.

 

Thanks

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Highlighted
Level 3: Gumshoe

Re: New Services

Thanks for the reply Jesse,

 

I am starting to get more and more worried as the day goes by. I am now receiving bills ($200+) plus late payment notices for an account that is not even installed / active. The bill shows data usage, which is even more worrying, because someone must be using it. 

 

Please followup this up for me, as I am running out of avenues with Telstra. My next step would be to speak to either the police or a solicitor about identity theft and protecting my credit history (due to unpaid bills).

 

Cheers.

 

 

Highlighted
Support Team
Support Team

Re: New Services

@Tamim_ast If you can provide me with your complaint reference number, I would be more than happy to chase this up for you.

 

Thanks

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Highlighted
Level 3: Gumshoe

Re: New Services

Hi Jesse,

 

My complaint reference number is SR 1-1012073988713.

 

Thank you.

Highlighted
Support Team
Support Team

Re: New Services

Thanks for that, I have followed up with the case manager for you now and requested they get in touch ASAP. I don't have access to details of when they will be free to call you but I assure that they will as soon as they are able.

 

Thanks

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Highlighted
Level 3: Gumshoe

Re: New Services

Thanks Jesse.

 

Appreciate your help.

Highlighted
Support Team
Support Team

Re: New Services

You're welcome, keep me posted with how it goes.

 

Thanks

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Highlighted
Level 3: Gumshoe

Re: New Services

Hi Jesse,

 

Still no communication from anyone from Telstra

 

Smiley Sad

 

 

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Telstra (Retired)
Telstra (Retired)

Re: New Services

Hi Tamim_ast, 

 

Did you have contact form the case manager? It can take up to 5 working days sorry. 

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Highlighted
Level 3: Gumshoe

Re: New Services

Hi Iain,

 

No contact whatsoever. I actually called him yesterday and asked for a call back. Was promised a call back from someone else form the held orders team. Again, no call back.

 

I would love to have this issue resolved.

 

FYI - I'm keeping a log of all my interactions, for my meeting with the Ombudsman.

Highlighted
Support Team
Support Team

Re: New Services

Ok, so sorry for this delay. Let us know when you hear back>

Ryan

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Highlighted
Level 3: Gumshoe

Re: New Services

Will do Ryan.

Highlighted
Support Team
Support Team

Re: New Services

Thank you.

Ryan

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Highlighted
Level 3: Gumshoe

Re: New Services

Hi all,

 

Another day and still no response from anyone at Telstra. This is becoming ridiculous. Seriously guys, someone please make contact with me. Give me an update with what is going on.

Highlighted
Support Team
Support Team

Re: New Services

Hi Tamim_ast,

 

Have you been contacted by your case manager now?

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Level 3: Gumshoe

Re: New Services

Hi Ashley,

 

Absolutely nothing. I left him another voicemail this morning. 

 

I have updated the TIO as the date allowance for Telstra to resolve this issue (11th of Jan) has now elapsed.

 

I just called the held orders team AGAIN and left a call back request and voicemail for my case manager.

 

Hopefully, he will actually call me.

Highlighted
Support Team
Support Team

Re: New Services

Thanks for the update. Hope you receive this call soon. As always, let us know what happens.

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Highlighted
Level 3: Gumshoe

Re: New Services

Hi Jesse,

 

Hi Jesse,

 

Still no call, but like the fantastic case manager that I have, he sent me a message saying I missed his call from Telstra and to give him a call back tomorrow. Funny thing is, never had a missed call, or a voicemail.

 

Funny thing is, he doesn't know that I am keep a log of ALL my interactions. 

 

I called and left a voicemail for him AGAIN.

 

I spoke on the phone with a really awesome guy called "D763323 - Verdant" who had helped me out previously in November, to get some traction. Is there anyway we can make him my case manager? he is absolutely fabulous. Probably the best support person I have EVER spoken to at Telstra.

 

Verdant - personally took me through the cancellations team, the billing team who cancelled and removed the incorrect charges on my account.

 

D834110 - Louise Wilson - from the cancellations team

D831631 - Jeff - from the billing team

 

 

 

Highlighted
Support Team
Support Team

Re: New Services

Sorry that the case manager didn't assist you but I am glad that Verdant was able to help you get this sorted.

 

I appreciate the feedback and I will pass this on to the relevant teams.

 

Let us know if you need anything else.

 

Thanks

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Highlighted
Level 3: Gumshoe

Re: New Services

All good. But the issue is not resolved yet. I still have no internet or phone. Verdant only helped me cancel the incorrect order and setup a site visit for a technician for me for the 3rd of Feb. 

 

The issue remains open. Until I actually get my connection installed.

Highlighted
Support Team
Support Team

Re: New Services

Thanks for clarifying and I hope this tech appointment is the solution. 

 

Let me know how it goes.

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Highlighted
Level 3: Gumshoe

Re: New Services

Me too Jesse! 

Smiley Happy

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