Dodo - Phone Line Dead and Company Is Least Helpful at The Moment

CraftVault on 15/12/2014 - 17:41

Hi

I bought a new computer and router on Friday and when I connected my computer and tried to configure router with my modem to create 2 separate networks. Within few minutes, there was no internet.

I thought I messed up something and tried to do isolation test, reset the modem and removed my router. Around 11-11:30PM, I checked my phone and there was no dial tone.

I thought might be cordless is not working, so I connected my printer/fax with phone line and tried to send fax and message popped up, there is no tone.

Dodo customer service operates from 7AM-1AM and I have passed that time so I have to wait for next morning 13th Dec 2014 to call them up.

Customer service representative did all the test and she couldn't figure out the problem. I told her that there is no tone in phone line and then she said that this is the problem. I said, can you please check if there is some issue in my area and she checked and said no.

She lodged a complaint and explained me that it will take 24-48 hrs and if fault will be at my place then I have to pay the charges. I said that is fine.

I went on google and was looking for any issues with DODO and came across this website

http://m2.com.au/media/7438/m2-wa-1411.pdf

My phone number is in that list and when I called them today on 15th Dec and asked them that my number is part of mass disruption, they said No and when I told them I have checked M2 website, they put me on hold and when he came back, he said telstra will look into it and they can't do anything.

I have used all my data of my phone and now I am getting charged. I have kept my usage minimal but I am afraid that I will get a huge bill soon as charges get updated after 48 hrs.

What can be done in this case. Please help

Thanks

Internet

Related Stores

Dodo
Dodo

Comments

  • goosegog on 15/12/2014 - 18:11

    Don't use DODO. This is a site many people have told me they have experienced problems with. Have you thought of swapping to another network such as TPG who offer great deals for landline,website, mobiles ? We'd love to change from Telstra & vodaphone to them but all coverage has been used in our area - now that would tell you how good they are- & reasonable costs. Why called Dodo - they've been extinct for years & their company name + lack of service certainly proves it. Move on.

  • CraftVault on 15/12/2014 - 18:42

    We were with iinet before and then we moved to new house. Distance to Exchange is ~ 4Km and I have called all service providers and no one is helpful except for

    1. Telstra (too expensive)

    2. Dodo (Currently with them) - I am fine with speed that I am getting but not customer service.

    3. TPG

    When I switched from Dodo to TPG early this year that was my biggest mistake. I use to get 10 Mbps speed but with dropouts and due to frustration, I called TPG and spoken to sales team and they said, I will get around 3-4 Mbps speed which I agreed but when I got connected I was getting 800 kbps downstream and 100-200 kbps downstream.

    I called them up within 3 hrs for cancellation but they didn't agree and charged me $200 which I paid for installation.

    So finally no option left and I had to move back to Dodo and now previous point was taken up and new point was far from exchange so now I am getting comparatively slow speed from before. (2700 kbps Downstream)

    I cannot move from Dodo until NBN comes in and there is no planned work that will be starting in my area for next 6-10 months

  • coolsteps on 15/12/2014 - 22:18

    just report the fault to your isp then a telstra tech will come to investigate. if fault is past the (nbp) usually 1st socket / mdf etc then your isp may charge you an incorrect call out fee. if its in the telstra network then no charge.

  • bambooculm on 15/12/2014 - 23:02
    +1

    I have had recent problems with Optus cable phone and internet, and had been waiting just over a week in November. I complained to the TIO, Telephone industry Ombudsman, and the next day, when Optus became aware that I complained to the TIO, I had two phone calls, 2 text messages, and the issue was fixed at 11:30 p.m. that very night. The lesson is that if you have no dial tone for more than 48 hours, complain to the TIO at the website. it is the only way to escalate a call. Demand credit from Dodo to compensate for the mobile phone and data costs. The customer service guarantee enforced by the TIO only applies to a landline phone. They will fix your issue quickly or face possible large fines if you complain to the TIO. Being nice only works with nice people and certainly does not work with telcos. If you don't do this, they push you to the back of the queue for daring to complain, and you burn a lot of money on mobile phone and data credits, and stress out. Whenever you call the support line, there is usually a 30 minute wait time, I know the whole nightmare. I have experienced it twice this year.

  • CraftVault on 16/12/2014 - 00:46

    Thanks guys…. I will complaint to TIO Today. This is very frustrating

  • Gunther on 16/12/2014 - 15:26

    And stop using your mobile data - no one will compensate you for that, just go buy an Optus $2/day prepaid SIM to get you by.

    http://www.optus.com.au/shop/mobile/prepaid/plans

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