TIO Complaint
Ordered 20 January 2016
NOW 9th May 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 working on it.
Telecommunications Industry Ombudsman - complaint lodged, no contact to me.
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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
Product Distribution Australia Pty Ltd
89007337555
Product Distribution Australia Pty Ltd
Internet
(account number)
$
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 $$$$$$$$$
Thank you for updating your complaint, TIO Reference Number: [2016/04/12722].
Due to a high level of demand for our services, there may be a delay in reviewing your complaint. We apologise for any inconvenience.
You can find the details of your submission below:
TIO Reference Number: [2016/04/12722]
First name: XXXX
Last name: XXXX
Postcode: 3345
Email: XXXXX
Phone number: XXXXX
Member's response:
In both cases excellent staff are constrained by systems that do not work and management that are totally absent from the day to day operations. There is no path for management to be even informed of system failings. I would think it is not in the interest of contracted call centres to complain about the Telstra or NBN administrative systems.
Resolution sought:
QUICKLY That's impossible! The service was ordered on the 20th January, it is now 9th May and still not supplied. The only problem is the ordering systems at BOTH Telstra and NBNCo. Coal face staff are excellent. Management and systems are NOT.
Other info:
We are now waiting on TELSTRA PRI 000052131014 to be modified or processed correctly. In the course of this 3 month plus fiasco I have spoken to at least 30 or 40 Telstra and NBNCo staff, I have spent at least 30 hours on hold or waiting on investigations. My business has been without the NBNFW service 3 and half months. NBN equipment IS installed at my office it has been for several years and is in working order, but not activated since 20th Feb 2016. I would like compensation, this situation is caused by poor management and administrative systems at both Telstra and NBNCo, a substantial $ charge on them may possibly get the attention of senior management. The public need to know about this fiasco. Malcolm Turnbull needs to know his favourite area is joke.
Telecommunications Industry Ombudsman
1800 062 058 (Mon-Fri, 9am-5.30pm AEST)
www.tio.com.au
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Re: Telstra Staff need ordering systems that work
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