Ordered 20 January 2016
NOW 29th April 2016
Telstra have "escalated" many orders but no success
Complaint lodged and working on it.
NBNCo have now joined the "escalation" club but still no connection.
Complaint Lodged no response.
Telecommunications Industry Ombudsman - complaint lodged, I guess another month or two..
You have successfully lodged a complaint with the Telecommunications Industry Ombudsman (TIO).
In the next few days one of our Enquiry Officers will provide you with information about how we are handling this complaint. Please wait for them to contact you.
You do not need to take any further action through the TIO until our Enquiry Officer contacts you. In the meantime, we encourage you to continue trying to resolve your complaint directly with your provider.
For general information on how we handle complaints about telecommunications providers, seewww.tio.com.au/consumers/complaint_process.
Complaint details held by the TIO
Your TIO reference number is: 2016/04/12722. Please quote this number if you need to communicate with us about this complaint after we contact you.
Service provider Account details Service type Service ID Amount in dispute Complaint date Last contacted provider Complaint description Your service provider's response Your preferred outcome
| Telstra | |||
Business Name ABN Name on account
| |||
| Internet | |||
| 2000 538 532 324 | |||
| $ | |||
| February 2016 | |||
| Less than three weeks ago | |||
| My company operates from a rural residence and has had NBNFW connected and working for around 2+ years. this message should be recorded for quality and training purposes Telstra complaint SR 1-779952435388 NBNco Complaint CRN 511066-193367890 ISP change was ordered from Ballarat Telstra Business office on the 20th January 2016 NBNFW installed several years ok (back when Telstra were not doing NBN) I allowed 4 weeks for Telstra to get it connected, gave my previous isp 4 weeks notice to concel. It is now April 29th 2016 still NO Telstra NBNFW. I am now an EXPERT on Telstra customer service and learning NBNco,s approach. I have spoken to many Telstra staff over the last 3 months, just a few are listed in no particular order. Rob, Prosan Jeet, Sayan, Shoib, Mary, AJ, Alvin, Sid, Hemang,Rijo, Josh, Christene, Darril,Shweta, Taiyab, Herley, Milan, James the last two the only ones to actually do the job properly. many many many more, at least 12 case managers so far. I have spoken to the following nbnco staff. Lesley, Amy, NBNco do not seem capable of actually creating solutions they just blame everyone else and will NOT fix simple problems with orders. ALWAYS | |||
| I think Telstra have raised at the minimum the following orders related to this NBNFW service 1-740389409916 1-744959992408 1-719156733329 1-744292194029 1-765017609432 1-785164947220 New order email notification on the 27th April. I suspect there is another order as of last week. nbnco orders attempted by Telstra 000050460997 000051646138 there are at least 2 more nbnco appointment attempts by Telstra 000015199848 15th april never got accepted by nbnco 0000 ???? 21st april never got accepted by nbnco ???????????? 29th april doubtful but a maybe still To "roll back orders Telstra usually takes up to 8 days Why did nbnco not accept orders??? these are just some seems to relate to problems in Telstra's and NBNco's ordering systems. V | |||
| Provide the ordered NBNFW connection with a speed of 25mbs download and 5 mbs upload as ordered in January Telstra attempt to divert customers to their CROWD SUPPORT website which , it would appear no one in management ever review. Compensation $$$$$$$$$ |