We have had a similar problem with our NBN service or rather lack of service. I thought at first it was just a comedy of errors and just our bad luck but now I realise that it is the total incompetence of the so called Telstra Case Managers who are supposed to be employed to help us as the customers but they are either not taught how to do their job properly or are taught how to lie and not very well. I have spoken to at least 5 different people who have all contradicted each other. I wish we had stayed with our ADSL connection as even though it lagged a bit at times at least we had it working. My Case Manager even managed to cancel my order because he was too lazy to contact me and said it was because I didn't get back to him to confirm the order...except that the original order had already gone through and the NBN Technician had been out and set up our connection, including receiving our new modem and it worked for nearly 3 weeks!!! I have lost count of how many hours I have spent on the phone trying to get someone who could make sense of what was happening with the so called notes on the system and the most of the Case Managers have been rude, condesending and hard to understand. The best was when they kept me on the phone for 2 hours because they had to transfer me to the IT department and then cut me off - and do you think anyone called me back - of course not. If I talked to or treated my customers the way Telstra has treated me I would be out of a job. Oh and I'm still waiting a week later for someone to contact me to tell me when my NBN will be reconnected even though my order has been escalated every day for the last week.
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