Hi All
Just a quick experience I am having with my NBN connection (or lack of ) I am having
NBN went live in my area on the 19th Feb 2016. I rang Telstra on the 21st Feb to order NBN and was told I would be getting a Fixed To The Node (FTTN) connection. An order was created and I was advised that my connection would be on the 2nd March. As I am in a bundle with FOXTEL and home phone Telstra advised it was going to be an easy change from one service to another. I received the usual emails from Telstra and FOXTEL etc. One email had a Service Request Number with a phone number and a pin for a person who is supposed to be an NBN Case Manager.
The 2nd of March came and no NBN connection occurred. I phoned the contact provided for my NBN Case Manager on a number of occasions but there was no answer so I left my contact details. A few days went by with no reply so I tried again but this time I went through to the "0" selection which is an enquirers line. They advised that no booking had been made with NBN Co to connect NBN on the 2nd March.
The same has occurrence happened for supposedly bookings for the 16th, 22nd, 29th of March and the 4th April. Each time NBN Co cancelled or no booking was made. There was no notification and each time I had to make another booking. (Which I thought were bookings) and each time I went on the bottom of the list and waited another week. All this time I tried to contact the NBN Case manager but could not reach them. And each time I had to go to the equiries line. The enquirer area said they would send an email for them to contact me but to date still no reply. In the end I grew tired of trying to deal with the people on the phone so I cancelled the order and went into my local Telstra store to try and get NBN connected.
The order was started at the local Telstra store but when it was submitted it was saying that there was already an NBN order in the system. The person who cancelled the original order did not entirely complete it and it is now in the Provisioning Staus which is preventing the new order from progressing. Contact was made to numerous people within Telstra by the Telstra store and myself to try and get whatever needs canceling cancelled. Each time I call they say to wait a couple of days and it should be done but that has now been 2 weeks and I do not know who to contact. I have even tried to make a complaint on the phone but they would not even put me through to the complaints department as I was advised they do not deal with NBN complaints.
I, to date , still have not been able to contact my NBN Case Manager and have not received any correspondence from them to explain why each NBN appointment was cancelled or to even make another appointment as I had to initiate each re booking even though no booking was ever made. Even though there have been at least 20 to 30 calls enquireies regarding the above made and each time an email was allegedly sent to them to contact me.
To say I am frustrated with this service is an understatement and to make things worse no one from Telstra knows how to fix it. If there is any advice from out there it would be greatly appreciated
cheers
Bob