Good Day Tim,
Systemic aspects, on at least three occasions Telstra have had to cancel incorrectly formatted orders.
You are right, human errors, probably through a lack of training and understanding.
The cancellation of a Telstra NBNco order, takes up to 48 hours going by what I have been told.
The verification that an order is cancelled may take 72 hours, but it will still show on the account and can only then be deleted by a sales person, and/or up to 7 or 8 days depending on the number of escalations needed.
Confusion about ports on NTD boxes and nbn equipment versions and speed performance, a staff training issue.
A lack of internal communication.
Franchisee's who are not given access to all account information so cant really do the job correctly.
NBNco told me to tell Telstra staff if they don't understand the advice comping back about why orders have to be cancelled, "tell them to ring NOC who will explain it"
Franchise business office told me they have no access to NOC and don't know what it is.
Network operations centre?
Though my business has been with Telstra for ever, I had to sign up with another isp because Telstra took a couple of years to get involved as an nbn isp.
I guess my version of NTD box is old!
Telstra tried to order 25/5 but nbnco rejected the order saying an equipment upgrade was required, so an appointment was needed.
BUT because NBNco have me as a working installation service level 6? Telstra's ordering system and NBNcos cant do an appointment for the equipment upgrade.
That can only happen on a level 5.
Do I need to continue??
There is more regarding your case managers and customer service people, it goes on and on.
I charge out at $150 an hour for customer service.
Telstra owe me heaps just for the phone waiting.
Not even thinking about the 1000Gbytes we have not had the use of.
Do try and do something, Australia deserves better than this.
(My history is managing and providing real customer technical service/support for hardware and software, this situation is laughable, I think I explained why I persist in another post)
Systemic aspects, on at least three occasions Telstra have had to cancel incorrectly formatted orders.
You are right, human errors, probably through a lack of training and understanding.
The cancellation of a Telstra NBNco order, takes up to 48 hours going by what I have been told.
The verification that an order is cancelled may take 72 hours, but it will still show on the account and can only then be deleted by a sales person, and/or up to 7 or 8 days depending on the number of escalations needed.
Confusion about ports on NTD boxes and nbn equipment versions and speed performance, a staff training issue.
A lack of internal communication.
Franchisee's who are not given access to all account information so cant really do the job correctly.
NBNco told me to tell Telstra staff if they don't understand the advice comping back about why orders have to be cancelled, "tell them to ring NOC who will explain it"
Franchise business office told me they have no access to NOC and don't know what it is.
Network operations centre?
Though my business has been with Telstra for ever, I had to sign up with another isp because Telstra took a couple of years to get involved as an nbn isp.
I guess my version of NTD box is old!
Telstra tried to order 25/5 but nbnco rejected the order saying an equipment upgrade was required, so an appointment was needed.
BUT because NBNco have me as a working installation service level 6? Telstra's ordering system and NBNcos cant do an appointment for the equipment upgrade.
That can only happen on a level 5.
Do I need to continue??
There is more regarding your case managers and customer service people, it goes on and on.
I charge out at $150 an hour for customer service.
Telstra owe me heaps just for the phone waiting.
Not even thinking about the 1000Gbytes we have not had the use of.
Do try and do something, Australia deserves better than this.
(My history is managing and providing real customer technical service/support for hardware and software, this situation is laughable, I think I explained why I persist in another post)
