This is my last attempt at trying to resolve my problem before i completely give up on Telstra and cancel all my services.
Let this be a warning to others who are planning on choosing Telstra as an NBN service provider.
I have had my NBN connected since November last year. After months of poor performance and router crashes, i swapped out my Telstra suppled router for something more capable. Problem was i couldn't use my phone.
So i contacted Telstra in March to request my voice service be migrated to IPPOTS (NBN UNI-V port) so that i could use my own router. Simple right? no way. It took me about a month of calling different departments to even find someone who understood what i wanted.
After many calls and lots or misinformation and arguing it all seemed like it was going to happen. I was told that my phone and internet would be down for 1-2 days whilst the port was reprogrammed and then it would all be up and running again.
So i booked it in and waited about 3 weeks for the change to happen.
On the Monday 16th May my NBN service was disconnected (UNI-D port turned off). By Tuesday 17th 5pm this was still down. Not to worry, we had an installation appointment 1-5 PM on the 18th. By 4pm nobody had turned up and no calls so i rang the NBN team and was told nobody was coming due to an error. Nobody could explain other than - there was an error and i had to wait to see if it could be fixed. 2 days passed, lots of calls, no answers. eventually i went to complaints. This was costing me money, my wife and i both work from home and this was impacting us financially.
Complaint manager did nothing for 4 days other than apologies for the inconvenience and tell me to wait. Eventually i had enough and asked for his manager. His manager apologised some more but offered nothing.
I spent over 10 hours on the phone talking to about 10-15 people and each one gave me a different answer. I was transferred to bigpond support, NBN all of who could do nothing for me.
An email was send on Friday 4pm telling me a technician would be coming on Monday. tried to reschedule as this was not convenient but could not call in on the number provided.
Tech called on Monday and said he couldn't do the job as the order had not be provisioned.
More calls, more apologies, no progress.
So i called the TIO.
HEre i am now with no phone and no internet and nobody in Telstra seems interested / capable of solving this issue.
So i put the challenge out there :
Is there anybody competant still working for Telstra??
Can Telstra restore an NBN service to normal operation??
Is anybody trained to think outside the script and actually try and help a customer reach an outcome?
Here's your chance Telstra - prove you are still relevant and that you're not just an offshore apology centre.
TIO Complaint TIO 2016/05/10885
Telstra Complaint 1-806472706687
First cancelled order 1-781651254990
Second cancelled order 1-812608099362
List of people who have failed me so far:
Carl d761841
Pravin d784179
Anisha d774394
Vivik d701975
Rafhael Alcantara
1/2 the population of manilla
The Telstra 24x7 Team who provide empty / useless responses