Long story short, I signed up to Barefoot's ADSL2+ internet on the 14th Sep.
Barefoot sent me an email on the 18th Sep and told me that it will activate on the 27th September, and I will receive an update on the status in 3 days (21st September)
3 days pass, heard nothing from Barefoot, okay whatever, they said internet will be active on the 27th anyway.
27th comes, there's no internet, call up Barefoot, they tell me that the requests they sent to Telstra has been rejected twice.
Asked why, they said they have no idea.
Asked why I haven't been given an update on the 21st like they said they would, they said they DID notify me, but because of a systems error, I didn't receive the message, I asked to speak to a supervisor, they said the super visor will call me back in 15 mins.
After 45 minutes, I finally receive a call back from a Barefoot supervisor, and tells me that they never notified me about my request being rejected by Telstra, because they don't need to, as the delay in internet activation "is within the expected time-frame" (Okay, so one of those 2 people from Barefoot has lied)
Asked them if there's a latest guaranteed date for internet to be activated, was told they have absolutely no idea.
Asked them, by that logic, you're saying I may never receive any internet whatsoever, they said yes, and they are not liable to any compensation, as when I signed up, I have signed away my rights under the CSG (Customer Service Guarantee specified by the law)
The next day, 28th Sep, I receive an email from Barefoot saying internet has now been activated, I setup the modem with the instructions in the email, NO INTERNET.
Called Barefoot support, they told me that it must be a problem on my end, "Your modem must be broken"
Took the modem to a friends place to test, it works perfectly fine.
Attempted to troubleshoot with Barefoot, but they kept insisting it isn't their problem.
On the 1st Oct, at this point I was so tired of dealing with Barefoot and their attitude of not taking any responsibility so I called them again to cancel the service and request a refund.
I receive an email from Barefoot 1 week later telling me that, because they haven't charged me for an activation fee yet, the refund for the internet and the activation fee will cancel out, and I will not be receiving any refunds.
So I have to pay for an "activation fee" for an internet service that I never received?
Furious, I reported the issue to the TIO, and filed for a charge back with my bank.
Called Barefoot again and asked to speak to a supervisor about the refund, was told that the supervisor refuses to speak to me anymore, refused any further contacts.
After this, I also reported Barefoot to ScamWatch and ACCC just for good measure.
At this point, it's not even about the refund anymore (only $59 + ~$105 for all the extra data packs I bought for the time I'm in the dark without internet), but I think it's infuriating to imagine how a company can treat someone so poorly.
Does anyone else have horrible experience with Barefoot?
Any advice for my situation? (Other than, just let it go.)
You will probably getter a better return with the Barefoot Investor.
Just cancel and move on. Is aussie broadband an option in your area?