So after 5 weeks I "Think" I've been able to sign up to a Telstra cable service. Is the best way to deal with them to talk to them over live chat and not talk to them on the phone? Their phone agents (Even the managers) seem to be the most incompetent people on the planet.
So, I live with my grandma and our ADSL service sucks because of our exchange congestion. However upon trying to sign up to cable, we can't because it's in my grandpa's name who is in a nursing home and wouldn't understand the concept of a phone. (Even though we own the house and pay the bill)
So we attained power of Attorney, and had both myself and my grandma put as full authority's on the account at a Telstra store.
I then call Telstra to sign up. In which I am told I am NOT on the account, and I would need to go into a store again. At this point I hung up.
I them immediately started a chat with their support online in which I was told I WAS on the account, and assisted me in ordering the plan.
The next day I was called and told I was NOT on the account again and they could not verify my details even though I was able to the previous night (And also obtain confidential information about myself such as my bank account numbers etc). I was told to go to a Telstra store again.
Going into the Telstra store, they confirmed I WAS on the account and the original store had not put in my DOB correctly.
I then re-called Telstra to continue my order, but it had been canceled. So I started the order again. (Cable plan, 500gb, 95 dollars a month, no contract).
Spent an hour on the phone doing the order, spoke to a manager about my previous experiences and made sure I was definitely on the account. Tried to wiggle a $20 speed boost for a month out of them but no dice. However the manager accidentally hung up on me trying to give me back to the original agent and I never obtained an order number or any confirmation that it had been ordered.
I called back, spoke to someone else who put me on hold for 15m and refused to tell me even after successful verification if my order had gone through, or provide me with an order number.
Opened up a text chat and spoke to someone, who was able to give me my order number, and even gave my chat to an expert who confirmed that the order had been placed. They also discovered that I had not been put on a no contract, but had enrolled me on a 24 month one. However they immediately assured me that they would resolve the issue, gave me their employee ID and the interaction number and said that any termination charges would be void. They also credited my account for $120 (Yet they can't give me a $20 speed boost wot).
Why is their text chat so good, but their phone chat so bad?!?
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