We are also awaiting our NBN wireless speed to increase to 50/20 and it has been an ongoing drama. I am ready to contact the TIO
On 27th Jan we contacted Telstra to organise a speed change. I was told it would take a few hours to complete, worst case scenario 24hours. No stress I thought I'm happy to wait.
The change didn't go through so I called up and was told my order was stuck in provisioning and would be escalated to the NBN team. Estimated turn around time to be resolved 48hours.
Surprise suprise 48hours passes and still no speed boost. So I call up again only to be told the agent who escalated our order put in the wrong order number so it was rejected. Another escalation would be sent off. Once again taking 48hours
I waited an extra few days and then call back. Still nothing and told to keep waiting. Asked to speak to a supervisor to voice the concern and was denied. I also asked to raise a complaint and was told nothing they can do until the escalation team resolve the order
I then raise a complaint myself online and was given a timeframe of 48hours for contact to be made (48 must be my lucky number) because I didn't get a call. Until Sunday 14th when I was told to call back during business hours. I call up Monday and speak to our complaints agent who said he isn't trained in NBN and the order is stuck in provisioning so we need to wait until the order can be fixed, he can't tell me when or who will do this only that it will get done and we will be called when finished.
It's now 16th February and ten days shy of when I originally placed a request to change speed. I took the time today to call up again to find out what was happening.. Was told initially the tower we are connected to won't support speeds higher then 14000kb. When I said we actually get 25Mbps the lady put me on hold to come back and say the NBN system has not been updated to reflect the speed boost and Telstra cannot provision any orders. A master IT ticket has been raised with no eta for a resolution.
Honestly, what a joke! Countless hours spent on hold. Promised calls and this is the service provided. Why is this advertised when it cannot even be done??
On 27th Jan we contacted Telstra to organise a speed change. I was told it would take a few hours to complete, worst case scenario 24hours. No stress I thought I'm happy to wait.
The change didn't go through so I called up and was told my order was stuck in provisioning and would be escalated to the NBN team. Estimated turn around time to be resolved 48hours.
Surprise suprise 48hours passes and still no speed boost. So I call up again only to be told the agent who escalated our order put in the wrong order number so it was rejected. Another escalation would be sent off. Once again taking 48hours
I waited an extra few days and then call back. Still nothing and told to keep waiting. Asked to speak to a supervisor to voice the concern and was denied. I also asked to raise a complaint and was told nothing they can do until the escalation team resolve the order
I then raise a complaint myself online and was given a timeframe of 48hours for contact to be made (48 must be my lucky number) because I didn't get a call. Until Sunday 14th when I was told to call back during business hours. I call up Monday and speak to our complaints agent who said he isn't trained in NBN and the order is stuck in provisioning so we need to wait until the order can be fixed, he can't tell me when or who will do this only that it will get done and we will be called when finished.
It's now 16th February and ten days shy of when I originally placed a request to change speed. I took the time today to call up again to find out what was happening.. Was told initially the tower we are connected to won't support speeds higher then 14000kb. When I said we actually get 25Mbps the lady put me on hold to come back and say the NBN system has not been updated to reflect the speed boost and Telstra cannot provision any orders. A master IT ticket has been raised with no eta for a resolution.
Honestly, what a joke! Countless hours spent on hold. Promised calls and this is the service provided. Why is this advertised when it cannot even be done??