I have an ongoing investigation with the TIO with regards to the commisioning of my NBN service back in Feburary.
Summary:
On scheduled cutover date home phone was disconnected but technician was unable to connect to NBN. We were left without service for 11 days with a new excuse every day. Promised compensation has never been forthcoming.
As per the TIO disputed bills should not be demanded or actions taken in result of non-payment.
Dispite this I had continued to pay my bills until last month where we were without NBN for 8 days dur to another national outage. The quality of the service (product) since Feb has been less than promised - speed, outages, home phone not ringing, etc.
Current:
Last month I decided not to pay the bill (see above) and 1 day later my service was barred. I made a call explaining the situation and was told that the issue would be resolved in 30 mins - that was 9 days, 20 calls and around 10 hours on hold later I am still without service.
Each time I have spoken to a consultant (at least they are not calling themselves "Customer Service" anymore) I have had to repeat the whole conversation and promised the service would be restored. Still waiting.
Today I had the joy of being transferred to NBN faults - wow. The "technician" and I use the term loosely could not be distracted from the script. Insisting to try and diagnose a line fault. After 20 mins on hold I borrowed my wifes mobile and called our home to let him hear the disconnection announcement that according to him had been removed. Again dispite the obvious I now have a new modem being express delivered and a technican comming out to check the line to the house...... wtf !!!
No matter how I tried I could not convience the "tech" on the other end that the recorded message did NOT come from the modem or a "broken line in the street". So it looks like another 24-48 hours at least until the scripted checks are complete.
Signing up with Telstra was a conscious decision. I felt that although I was paying a premium I would also be getting a premium product and service. The dissapointment I have is without measure. Talk about buyers remorse.....
Sincerley
A former support of an Australian owned company
PS Apologies for those currently waiting for a tech to connect them - one less wil be working tomorrow due to a script that cannot be deviated from.
PSS Just recieved a text from Telstra confirming the visit from technician. The text asks us to keep the line free for a call.... Seriously..... At least it gave me a giggle.
