Massive Headache with Ongoing Telstra Issue

Phlume on 06/08/2019 - 17:42
Last edited 13/08/2019 - 16:51 by 1 other user

Hi all,

For close to a month now, we have had no cable internet service from Telstra at our address. This issue began a few weeks ago when NBN contractors began construction and digging up underground pits along our entire street in preparation for NBN. However, within a few hours we lost our internet service and having asked some neighbors along the street, the problem seemed to be across the entire street. Within the next few days, multiple Telstra technicians came down to assess the issue, but was unable to resolve our issue.

We contacted Telstra at the time and they have provided us a temporary mobile sim card which was not only extremely slow but also disconnected at random intervals. Fast forward to this week and we have yet have to have any cable service despite Telstra assuring us the issue has been resolved and there are no existing outages or issues at our address. Contacting Telstra yet again, we have been directed to:

  • 'turn on, turn off our 'Smart Modem''
  • disconnect our devices from the wall
  • diverted and escalated to different departments with the same message 5-6 times
  • wait for calls from support and technicians that never bothered to show up or notify us of cancellation.

Being extremely frustrated with our experience, we called up Telstra today and was met with a customer service representative that was not only rude and disinterested with our issue, but actively dared us to cancel our service if we were unhappy with our Telstra service. We are currently signed up with their maximum speed cable internet bundle and out of contract. My whole family have been loyal Telstra customers under the belief they provided superior services but this experience have left a sour taste and we are now considering just cancelling our service altogether.

What avenues should we now proceed with and is there anyone we can contact to have our issue properly resolved?
Thanks

Update:
Thanks to the Telstra reps for reaching out to assist us. However it has now been an entire month and we have yet to receieve a resolution or restoration of services from Telstra.

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Comments

  • Godric on 06/08/2019 - 18:03
    +11

    Ombudsman

  • [Deactivated] on 06/08/2019 - 18:03
    +1

    Sign up to iiNett, have been with them for 15 years and not 1 problem, been on NBN FFTH for over 3 years.

  • thatonethere on 06/08/2019 - 18:28
    +2

    Hit them up on Facebook. I have found this good in the past to break a deadlock.

  • payless69 on 06/08/2019 - 18:34
    -1

    get a big cheap 4 or 5g data plan, not long into the future the NBN is obsolete anyway!

  • Associated87percent @ Telstra on 06/08/2019 - 18:43
    +7

    Send me a PM with whatever order/username details..lll get it sorted

    • Taro Milk Tea on 06/08/2019 - 19:10
      +2

      oh damn so there is indeed a spy from Telstra in here! No wonder no more deals between JB Hifi and Telstra…we have been found

      • Associated87percent @ Telstra on 06/08/2019 - 19:34
        +1

        Think you'll find that's because Telstra decided to go down the path of those (imo) stupid customisable plans

  • Ocker on 06/08/2019 - 18:54

    Do you have Foxtel?
    If so, does Foxtel still work?
    Maybe the NBN folk cut the underground cable by accident?
    Get a Telstra techo. to test the cable connection at the pit outside your propert, and again at the junction box on your premises.

    • Phlume on 06/08/2019 - 19:41

      We don't have Foxtel, just a cable service for internet. I am unsure what they have done when putting in the pits but the very same day I saw them we lost our service. This is our second major outage within the space of a month which also was previously due to NBN works.

      • ssquid on 06/08/2019 - 22:22

        You sure the HFC is actually underground and not on poles?

        • Mrbean007 on 07/08/2019 - 19:11

          My NBN Hfc is underground migrated from cable wich use to be connected to the poles.

  • EmployeeXetrok @ Telstra on 06/08/2019 - 19:45

    Submit a complaint via the webform https://say.telstra.com.au/customer/general/forms/Email-Comp…
    You should get a case manager who will be able to manage your complaint from start to finish.

    • isthisreallife22 on 07/08/2019 - 00:51
      +1

      ive found case managers take a "I will get this sorted for you" tone, which is a welcome feeling compared to customer service reps.

      100% do this OP

      • ssquid on 07/08/2019 - 00:56

        Case manager's job is to fix problems, CSR's job is just to answer phone calls and log stuff. They're literally not given time to do anything else like chase up outstanding issues, just sit there and take call after call.

  • Platinumtelecom on 06/08/2019 - 20:07
    +3

    Complain to TIO, usually Telstra calls you within a day to solve the issue.

  • Zeusy on 06/08/2019 - 21:42

    You sound like a repeat of our experience, except ours went on for 8 weeks when our daughter was doing her hsc exams we had adsl not cable. We complained to telstra continually and got told it would be fixed in a few days, every few days. The Telstra representatives could not understand our urgency and offered no solution whatsoever because our mobile services were not with them. Told had we had our mobiles with them they would have offered something else. When I advised going to complaint to Ombudsan and wrote on their Facebook page got sent a mobile device that they put data on every day. We had to ring every day to get it and it was only one specific person in their complaints department who could do it (Frances). If Francis was not working that day, we could not get our daily allocation. We managed to get through the HSC period but I was left with an absolute loathing of Telstra. As soon as NBN came we switched to iiNet, faster service and cheaper. I also
    requested and received refund of home phone and adsl fees for weeks service down.

  • conan2000 on 06/08/2019 - 21:46

    Just cancel the plan, I signed up to Telstra pre-NBN being available and it was the worst customer service I ever experienced. The call centres are shocking and have no idea what's going on/how to resolve issues. Do yourself favour and jump ship.

    • Ozpit on 07/08/2019 - 10:09

      This^. That such a huge, dominating, monopolistic communications company can get away with having a chronically appalling customer service regime is outrageous. Is it because they’ve got the whole country by the balls?

  • altomic on 06/08/2019 - 23:39

    so you're loyal to telstra but this is how they treat you?

    wake up and go elsewhere.

    why are you wasting your time, patience and energy with an out of touch company?

    • isthisreallife22 on 07/08/2019 - 00:52
      +1

      Telstra HFC is very very fast

      • ssquid on 07/08/2019 - 01:00

        Only compared to the NBN.

        • Ozpit on 07/08/2019 - 10:12

          … and Morse code.

  • Skramit on 07/08/2019 - 10:14

    Log it with the CEO complaints team. In my experience they are really good at resolving these sorts of issues.

    https://service.telstra.com.au/customer/general/forms/contac…

  • Sweet3st on 07/08/2019 - 15:30
    +1

    Same story here. Long time Telstra cable customer forced to switch to NBN. Ongoing issues they were not interested in solving. I had case manager Ombudsman the lot. Wasted effort. I think Telstra is pretty cheesed off with NBN, causing them lots of issues, NBN won’t pay. I hired my own technician and then switched to TPG FTTB. My case manager was happy to lose me too.

  • NaseH on 07/08/2019 - 17:44
    +1

    Lodge an official complaint. You will be refunded appropriately

  • Associated87percent @ Telstra on 07/08/2019 - 18:58
    +1

    Just to update for op, I've got a tech going to his house tomorrow morning.

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