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Outage
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Re: Outage
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: Outage
Hi Merl, We do experience interruptions in services without any warning and on occasion these become more involved to repair than initially expected. I can assure you that we are working to restore services as quickly as possible. I am sorry for the inconvenience this is currently causing.
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Re: Outage
This is ongoing. It is also frustrating. The Telstra outage notification web site shows no issue however the strathpine store was able to tell me the Eatons Hill tower has in fact an ongoing issue (power related) but with no ETA for a fix.
Now thing the thing is many of us no longer use a land line and chose Telstra on the basis of coverage and restoration of service. If this can’t be relied on and no timelines can be provided then, well insert your own options here.
Pretty pathetic either way for a suburban suburb given how long this has been going on.
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Re: Outage
Hi WCo, I'm sorry that you have been experiencing reception issues for an extended period of time now, I can understand the frustration this can cause,
From time to time, Outages do occur, and maintenance is required, that can impact our customers.
We make every effort to minimise the impact to our customers and resolve problems as quickly as humanly possible, though depending on the location and the work required, this cannot always happen. We certainly apologise if these events do adversely impact your service, particularly if resolutions and improvements do take longer than anticipated.
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Re: Outage
Please don’t reply with social media platitudes, it serves no purpose.
you have provided no information -
- you have not confirmed or acknowledge this is an issue with the EA tower
- you not addressed the reason why Telstra has not made the details of the disruption public via https://outages.telstra.com.au/#
- you have not provided an ETA
- and you have not addressed the fact this is a paid for service - that is, we are paying for a service that we are no longer receiving.
The only reply of use on this forum is from a member of the public suggesting options for confirming the state of the service, at least someone is thinking.
We we do not need a hug, we want useful answers to allow decisions to be made. This a 2 week old problem and sadly for those of us who work from home it is both disruptive and costly.
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Re: Outage
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Re: Outage
Appreciate your patience, Merl. If it's not listed on the outages page, please engage the mobile tech support team - https://tel.st/fhxwp - and encourage anyone else similarly affected to do so too.
This will help speed diagnosis and resolution of the issue.
Please let us know how you get on, I'd like to know you're reliably connected as soon as possible. - Matthew.
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Re: Outage
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Re: Outage
The next step Merl would be to raise a formal complaint , this will be assigned to a complaint manager who will work to resolve the issue with you.
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Re: Outage
You have to be seriously kidding. You are the third so called tech to reply with nothing useful.
At the time I tried the link you provided, this takes you to an automated page where you are greeting by a ‘virtual assistant’. Another utterly and totally useless service.
If you are Tech support why can’t you look up the issue. I am led to believe this is in fact listed in the Telstra system - just depends on which one you are looking at. The publicly available service shows no information but the internal system originally showed a rectification date of the 31st March. Clearly this is not fixed (other than for a couple of hours yesterday before being taken down again).
Given this is a paid for service, It is not unreasonable to expect a Telstra team member actually do something useful and do some investigation on behalf of the people paying and/or report this on their behalf.
For the record, there is still no service in many parts of Eatons Hill at this time.
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Re: Outage
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Re: Outage
Have purchased an Optus plan. Problem solved.
There is little doubt Telstra has displayed the worst support service I ever experienced since the dawn of mobile phones!
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Re: Outage
So it is now 4 weeks (15/3/19) today since I had mobile coverage in Eatons Hill. I have logged a complaint on 21/3/19 and am either told the reason is a planned outage, a local power failure or maintenance and the dates they give for resolution just keep getting bumped out. After I speak with them they then email and if I don’t respond they say the case will be closed. There is still nothing showing on the Telstra Outages webpage. Not once has Telstra contacted me without me initiating it. I have twice asked for my call to be directed on shore to the Engineering area or somewhere else that can provide me with a reason there is no end date for resolution. I have been told this cannot be done. In the meantime I am still being billed for the 2 mobile services we have. I have tried calling, emailing, CrowdSupport and Facebook. All I went is for my service to be restored, surely not to much to ask. This is the worst customer service I have ever experienced. Telstra get your act together!
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Re: Outage
Hey Merl, thank you for your reply.
I am sorry to hear that this complaint was unable to be resolved, has it been closed now or was this still open? If open please advise the complaint reference number and we will use this to contact your case manager and request they follow up with you ASAP to provide any updates.
We will also pass on this feedback regarding the outage page needing to be updated.
Thank you.
- Ryan
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Re: Outage
It is not closed and I have spoken to my case manager and his manager today. I know this is not their fault, they are just the ones who have to deliver customers the bad news. The issue is there are multiple departments who clearly are not talking to each other. I do not understand why it is taking so long and no one seems to be able to answer that question. The outage website cannot even be updated. I am sure I am not the only person in the area experiencing this issue. It is not acceptable to have no mobile coverage for 4 weeks and still billing someone.
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Re: Outage
Appreciate you taking the time to update me that you have spoken to your case manager and their manager today.
The case manager will be able to address the charges for the service you have not had access to.
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Re: Outage
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Re: Outage
Thanks for confirming we will be addressing the billing when it is resolved.
We will be working on resolving this for you and your case manger will update you.
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.
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