Hi,
I am sending this message and complete and utter desperation due to 5 weeks of hell dealing with Telstra with regard to a new ADSL2 connection at my property.
On December 21 I purchased an ADSL2 plan with Telstra, and was told installation would take place on January 6. When I signed up I noted that it was a new unit and there was 4 on the block and that trenching would be required. The homes already have soft connections.
The new homes are located in Wallan, not a new estate, just new housing on an old block.
On January 4 I had an automated call to confirm the details if the installation and once I selected that trenching was needed, I had to call support who told me that because I had not told them trenching was required they could not do the installation until January 2016.
I made a complaint as I had given them this information, the reference is above. I was then told a case manager would call me in 3-5 days, and the case manager never called.
After this I made a TIO complaint.
SINCE THEN I have chatted with Live Support and 2 different case managers a total of 25 times (not an exaggeration), not once has either case manager ever gotten back to me. Every single time I call they give me a different story and pass the blame to other departments. Every. Single. Time.
I was finally told yesterday by my current case manager that because it was a 'new development' the builder had to register for Telstra Smart Communities and give me an AFR number.
I then chased this up with my builder, who has told me that Telstra informed him that this is not required. He has already done the required wiring for each house, they have the telstra box out front connected to my property and it literally just needs to be connected to the network from the street. The pit is in my front yard etc.
I am a teacher and not having net at home is placing serious stress on my job.
Nobody has helped, nobody passed on any relevant information that I provided to the required departments and one case manager even lectured me about how many people Telstra serviced and I had to be patient.
6 weeks later and over 20+ attempts to resolve this and my patience has run out.
My TIO complaint is now at level 2 and still nobody is willing to help me.
Can anyone advise if:
Telstra Smart Community is required for houses not in a new estate and only with access to ADSL
How can I further escalate this? I have even tried finding the CEOs email address because the support from call centres and case managers has been atrocious.
Sincerely,
Very stressed teacher. :(
I've spoken with 5 other providers who have all declined to offer me a service, not sure why…
It's in the centre of Wallan, an older town, but all my neighbours have ADSL2 and the NBN roll-out commenced late 2015.
Telstra said I might just have to put up with a wireless pln as long as I live there unless the builder sorts it out, even when they tell him he doesn't need to.
Really horrendous service from them!