Telstra nbn Connection on Hold and Unable to Get Further Info???

On 2 April I called Telstra and arranged to get NBN. All was sorted and they said they would send out a modem and get it connected. I have not yet received a modem and the order status is "On Hold". I can't get through on the phone as it says due to covid-19 they are unable to take calls. When I try to use the online messaging it tells me I need to call and speak to someone. Does anyone have some way of getting through to speak with someone at Telstra to sort this out? I am immune suppressed with a heart condition so going into a store is not an option for me. I am desperately trying to get NBN connected for my kids to start online learning next week. I am thinking of instead trying to get set up with Aussie Broadband but unsure if the Telstra order is in progress if that will cause a problem??
Thanks
Bernadette

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Comments

  • +5 votes

    You'll need to cancel the order - all the outsourcing that Telstra did to save money has bitten them hard, since all their call centre staff are on complete lockdown in other countries.

    Aussie Broadband have Australian call centres and plan to stay that way. Join them and ditch Telstra!

    • +1 vote

      I'd think this is the best bet right now. This stuff won't be going away over the next bit so probably best to go with a smarter rather then cheaper company in case there are any issues with installations or down the line.

  • +2 votes

    We are in a similar situation, lodge a complaint with Telstra and get the contract cancelled in the meantime i signed up with Aussie Broadband also. Do it asap as will take a week or two to connected.

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      I did launtel, connected in 2 days. You need a modem though and they also do aus support :)

    • +1 vote

      How do you lodge a complaint with Telstra and get the contract cancelled - I do not seem to be able to contact them through any means - there's no online messaging other than the automated system and when I call it keeps saying they won't take calls and hangs up.

      • +1 vote

        Maybe ring the tele ombusman explain you don't want what they offered as it has passed a reasonable time and ask if they will help you (profanity) telstra off and then get a new provider

  • +4 votes

    Hi OP from my experience there is no point in going to a retail store for help, so best you don't.

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    Do you have more than 1 Uni-D port? You can check this at your NTD device. If you do, you can go with as many as 4 providers at the same time (I'm using 2) since they generally will use the available port.
    Regardless, you should sign up with ABB, or as someone mentioned above, Launtel is good for day to day service as well. My friend just signed up ABB couple days ago (moving house and Belong took forever to activate) and the service was activated within the day.

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      Thats if the person is lucky enough to have FTTP installed at their place

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    Contact them via Facebook. I did and they responded.
    Also call NBN. They came and connected me yesterday and the guy brought A nbn box with him just in case