Telstra's NBN ordering process and customer service is terrible! I've tried to order an NBN service three times, selecting the free 'self installation' option each time and each time Telstra has decided they need to send a technican out to deliver me their modem, plug it into the NBN equipment and charge me $240 for the pleasure of getting to watch him or her do this.
Firstly - why offer a self insallation option if you don't allow customers to do this (two quite curt people from your customer service team and complaints team (I'm not sure of their names) tell me it isn't an option and that I'm trying to get the compulsory $240 charge credited... if they're correct then you need to review your online ordering form and adversiting, if they're incorrect you need to train your staff)
Secondly - I just want out now. Other providers are offering better packages and I've had a lot more sucess talking to them about this. BUT, I can't confirm with anyone if my Telstra orders are actually cancelled or not. Can someone please do this? My order numbers are 1-770973228947 and 1-787037862729. Someone called me yesterday and assured me another order is in the system and that I would be delivered a modem for self installation YESTERDAY - unsurprisingly this didn't happen. I don't want to sign up with a new provider and be hit with a cancellation charge from Telstra for a NBN account that never actually was installed, so can someone please let me know whether I'm free of this mess or not?