How do you actually get real help from Telstra?

lalala1111 on 23/03/2021 - 08:18

It’s been 12 days since My number has been disconnected from aldi mobile because I’m porting in to Telstra. I signed up through the JB hi-fi deal.

The original issue was apparently they activated the wrong sim number. Now it’s been 12 days and my number has apparently been disconnected and gone to quarantine available for someone else to pick up in 6 months time.

Literally every single time I talked to someone on the phone, or messaged through their app or went in store (3x now), I’ve been fobbed off and told to wait another 24 to 48 hours.

I’ve been told that my issue has been escalated higher wayyy too many times now. It’s just so frustrating. Everyone has a different story.

Anyone else gone through this issue? Does anyone know how I can escalate this even further?

Mobile

Related Stores

Telstra
Telstra

Comments

  • Associated87percent @ Telstra on 23/03/2021 - 08:23
    +7

    Pm me your details and I’ll check it out

    • lalala1111 on 23/03/2021 - 08:31

      Just did. Thanks!

      • Indomietable on 23/03/2021 - 16:37
        +8

        Hol up… How do you know supasaiyan is legit?

        • rompastompa on 24/03/2021 - 13:59
          +2

          supasaiyan promised me a free phone that is being posted to me as I speak! Just had to answer a few security questions. Can't wait, Supa service!

          • Associated87percent @ Telstra on 26/03/2021 - 09:44

            @rompastompa: hope you received the iphone 12 pro max in the mail.. it was left outside your house

            • rompastompa on 26/03/2021 - 10:21

              @87percent: Thanks!! I just left for work. Hopefully it's still there by the time I get home from work :o I'm sure it's in a safe place and not thrown at the door :D

          • Associatedilostnemo @ Telstra on 23/04/2021 - 15:02

            @rompastompa: Promised you a free phone????

            Definitely works for Telstra.

            I’m sure he didn’t use the word free, Telstra have been crucified by their terminology. Ie free, included and no charge when it’s definitely being paid for by the customer.

      • someonecanhelp on 25/03/2021 - 03:03

        Please raise a complaint here https://say.telstra.com.au/customer/general/forms/Email-Comp…
        And send me the reference number

  • deme on 23/03/2021 - 08:45

    AGM

    Be sure to ask about some useless tech like phonecards

  • cheeksahoy on 23/03/2021 - 08:48
    +8

    Next time you call them, tell the robot that you want to make a complaint. That'll hopefully put you through to local support. Worked for me.

    • lalala1111 on 23/03/2021 - 08:54

      Wow that’s great to know. Thanks

  • mab5125 on 23/03/2021 - 08:49
    +9

    Call the TIO and have any evidence of calls made or emails sent ready

    https://www.tio.com.au/help/problems-your-service/loss-or-ac…

    • lalala1111 on 23/03/2021 - 08:56

      Thank you. Hopefully supasaiyan from the first comment can help me. Otherwise I will be calling them soon

  • dbl89 on 23/03/2021 - 09:00
    +4

    I'm going through exactly the same issue porting from Aldi to Telstra via JB Hi-Fi. 12 days and still no working number. The port went through because the number is showing in my Telstra account but the service hasn't connected properly.

    I'm waiting for their TIO complaints to call me back.

    Last time I called the billing team on 1800 156 906 and managed to speak to someone in Australia. No resolution but at least they managed to understand what problem I was having, unlike the other call centre reps.

    • lalala1111 on 23/03/2021 - 09:06

      Wow. It’s good to know I’m not the only one. It’s just so frustrating.

      They’ve already sent me a bill when the service isn’t even working for me.

      • dbl89 on 23/03/2021 - 09:11
        +2

        They did the same to me so I got them to look at the complaints raised on the account about no working service and they agreed to remove the charge until it is resolved.

    • Associated87percent @ Telstra on 23/03/2021 - 09:31
      +2

      pm me your number too

  • JMosk on 23/03/2021 - 09:23
    +8

    TIO complaint. As long as you have already contacted Telstra then it is the fastest and least stressful way to have your issue rectified.
    Make sure when you enter the specifics you remove emotion and enter only facts.

  • Super Saiyan on 23/03/2021 - 09:43

    I'm about to go through the same porting process. This does not fill me with confidence :(

    • xylarr on 24/03/2021 - 12:14
      +1

      Maybe supasaiyan can help you?

  • pharkurnell on 23/03/2021 - 09:44
    +3

    Literally every single time I talked to someone on the phone, or messaged through their app or went in store (3x now), I’ve been fobbed off and told to wait another 24 to 48 hours.

    Welcome to Telstra.. Your call is important to us… about as important as a grain of sand in the Sahara…

    • Lastchancetosee on 24/03/2021 - 09:16

      This is why I am no longer with Telstra.

  • User210686 on 23/03/2021 - 10:03
    +1

    I find TIO slow and useless. In the past I contacted Telstra CEO’s office (google it) and someone domestic handled my complaint well.

  • bobswinkle on 23/03/2021 - 10:33
    +4

    After dealing with this for literally weeks I finally found a way to talk to an actual person. Call 13 22 00 and no matter what the voice asks you, answer with "complaint". Nothing else. Everything else will send you down the path of using their garbage, awful app where you never get answers

    • lalala1111 on 23/03/2021 - 10:54

      Thanks I’m going to try that now

  • brendanm on 23/03/2021 - 10:37
    +1

    Go in store and refuse to leave until it's sorted. Mention the telecommunications ombudsman.

    • RockyRaccoon on 23/03/2021 - 10:50
      +1

      Really? I understand the frustration, it might work but most likely it will backfire.

      The store staff/management will rightly say nothing more, any other response and they will just get them into trouble. It wasnt their issue - and there are company procedures like every business has.

      You have indicated you are going to take it further (which you rightly should do), and that means even if they are trying to help, that anything they do might just compound or complicate things.

      Refusing to leave, is just like swearing and shouting obscenities. Doing something wrong just weakens your case

      Far better to go CEO or "complaints" route above.

      • brendanm on 23/03/2021 - 11:37

        Not refuse as in chuck a hissy fit, simply as in, get them to call someone and sort it out.

        • orangetrain on 23/03/2021 - 17:39

          "We contacted all the Telstra CEOs and we will let you know once one is available."

          "Sir, its closing time. Please leave LOL."

        • Strahany on 24/03/2021 - 13:51

          This is sure-fire way to not get the complete help from the employee.

          Store-front sales staff do not have the training/authority/capacity to deal with this. What they might know, from experience, is little ways to expedite the process (e.g wording to use, ways to escalate quicker, short-term resolutions as a stop gap until it's sorted etc), but if you go in there and demand they perform a redundant task like calling on your behalf (which makes no difference to the customer calling themselves, despite what they want to believe) then you're going to put them off-side.

          In this circumstance, you haven't gone in to request their help. All this achieves is to spread the shit situation you're unfortunately experiencing to that staff member, too. You're not making it faster or easier for yourself, only creating a negative experience for the staff member.

          • brendanm on 24/03/2021 - 14:16

            @Strahany:

            Store-front sales staff do not have the training/authority/capacity to deal with this.

            They can actually get a person on the phone though, something that isn't possible to do with Telstra for the normal person.

            It took me three days on the "live chat" to organise a refund for service disruption, I feel sorry for op having to sort out this mess the same way.

            Telstra needs to actually answer the phones now, covid isn't an excuse.

  • Topdog on 23/03/2021 - 11:20

    I do not think you can hey? My stayconnected device repair they have had for 2 months (Delivery tracking) online status states they are waiting for the device, Keep getting told by chat agent and phone I will get called back in 24 hours. I keep getting told this every day for 2 months. I am currently writing to the CEO, however, I am not sure if this will achieve anything, Telstra are not even giving the TIO updates on this case. I think it might be lost and they just wont admit it.

    • lalala1111 on 23/03/2021 - 11:58
      +1

      I called them again and said I wanted to talk to someone in the complaints department. It did “seem” like maybe this time I will be helped as I was able to talk to the porting team which wasn’t an option for me previously.it was only provided when I said “just forward me to the complaints team please”. We’ll see but I do still feel like it’s hopeless

      • Topdog on 23/03/2021 - 12:46

        good luck, ive lost all trust in Telstra now, So I will be moving my services over to another provider once my contracts are up. Less then 9 months.

  • Headless on 23/03/2021 - 12:28

    This happened to me too, the only response I got was to wait - 2 weeks later I was able to receive calls again…
    My mistake for choosing Telstra

  • vikvance on 23/03/2021 - 13:33
    +1

    I know it's too late now & I hope your issue gets sorted out soon …

    … but it's always best to avoid directly porting from one provider to another, when both are on the same network (Aldi is also on the Telstra network).

    It appears that there is an automated & common system for porting from Telstra-to-Optus, Optus-to-Vodafone etc. So, issues rarely happen in such types of ports, and the porting is done very quickly.

    But when porting from Telstra-to-Telstra, or Optus-to-Optus etc, then you are relying on a non-automated internal system, and mistakes and long-delays often happen.

    The thing to do is to buy a cheap sim from somewhere, and, for example, port from Aldi to some provider on the Optus or Vodafone network. Then, after a few days, port from there back to the Telstra network.

  • jrvb42 on 24/03/2021 - 09:08

    Couple of suggestions, involving public embarrassment, as they care more about reputation than customers.
    1. Call your local talk back radio show.
    2. Buy some TLS shares, which gives you the right to speak at the next AGM. Do so, or alternatively contact the media at the AGM if you don't get a chance to speak.
    3. Contact TIO, local media.
    Basically, make it public, and someone in power will notice.

    • lalala1111 on 24/03/2021 - 09:57
      +1

      Someone has been personally contacting me a couple of time yesterday now to get it back working. I’m not sure if it’s because of Supersaiyan, or because I tried to get to them through the complaints team or because I lodged a TIO. It seems like there’s movement. Just really hoping it gets sorted really soon

      • dbl89 on 25/03/2021 - 08:39

        Did you get a resolution yet? Someone also called me on Tuesday and said they knew what the problem was and would call me back yesterday. When they didn't I called the complaints department again and was told the usual story of having to wait another 24-48 hours.

        • lalala1111 on 25/03/2021 - 09:04

          Nope. I got a number to directly call though where I was able to follow up on my case and the guy was confident I’d get connected “really soon”. Though I’m still really skeptical.

          I will PM it to you

  • Lastchancetosee on 24/03/2021 - 09:19

    This worked twice for us a few years ago. After several fruitless calls, we put a pretty dissatisfied comment on Telstra's Facebook page, and were contacted within 12 hours to sort it out.

    • BBQChip on 24/03/2021 - 12:41

      Twitter works too. I've always had a pretty quick response from Telcos if you @ them on Twitter.

  • Lastchancetosee on 24/03/2021 - 09:22

    Back around 2010, when we were dependent on cable, so Telstra, I had the same bill error fir six months. Used to call each month and got the same guy in the Philippines three times, who finally managed to sort it out. We got quite friendly in the end, as we were spending more time talking to each other than our significant others!

  • AbucklingNMS on 24/03/2021 - 10:11

    Great suggestion from Lastchancetosee - social media embarrassment should work. Crowd Support and the Whirlpool Forums are a good place to search/post for answers.

    Yeah not great, since their "waiting queue of 45 mins in store" I've started using JB HiFi for all porting (a short walk of 100 metres at the shopping centre I frequent, also much easier for them to just tap your detes into their computer).

    And can't remember their online robots name, but just have to keep typing "No" & "Can I talk to a real person" for an online type back & forth chat (remember to screenshot ANY details as you go, theres a weird web thing that hides ANY numbers if you try to copy & paste or even get the transcript emailed to you, I assume it's a privacy thing, not them hiding prices & quotes from you.)

    Saw a "Price match guarantee" mobiles ad from Telstra in a different centre, surprised, but inevitable.

    We actually have a older Telstra smart modem, unused now (used for home phone once NBN arrived) and thinking of finally going month-to-month, instead of using my 4g phone for XB one S net connection (80GB per month, rare max of 28MB/s, average maybe 10-15MB/s but then throttled for rest of month).

    So I appreciate the usefulness of the 5G? SIM in the smart modem in case the FTTN goes down, BUT one other phone company has a SIM, probs 4G in their modem too. And prices from both not great, need 2yr lock-in from Telstra and 3yr lock-in from the other for price savings. Yes both have a "30 day unhappy leave option" but 7pm speeds quoted are maybe 24MB/s and there's one other company with 45MB/s for ALL their deals. (I realise speed quotes are mostly useless, depends on distances for copper, box, exchange and other customer demand too).

    Currently going through the 170 providers list, done maybe 20 so far - some are provided by the same company, at least 2 the security certificate was "warning do not give credit card / personal info to", one was just retail/online software for businesses & one none of their links to check NBN etc worked, so not using those 4.

  • HeWhoKnows on 24/03/2021 - 18:08

    Difficult to say who is at fault here.
    Could be the Aldi Mobile team or could be Telstra
    But given Aldi mobile is powered by Telstra the finger kinda points to Telstra either way.

  • lalala1111 on 25/03/2021 - 14:25
    +2

    After 14 days, my service is finally back! Thanks everyone

    • Super Saiyan on 23/04/2021 - 09:13

      Hey mate, sorry to revive an old thread.. but a tad desperate here :(
      I've found myself in exactly the similar predicament where I'm trying to port into Telstra from Aldi Mobile and my port request has been 'in-progress' for 11 days now.
      How did you get yours sorted?

      I've engaged Telstra online chat, had an INC ticket raised which apparently should have resolved it within 48 hours but went nowhere (not even assigned), spoken to the Porting team who 'emailed the network team', spoken to a Complaint Manager.. the best they could do was also raise an INC ticket which goes to the same team as the first ticket so I'm not exactly filled with confidence.

      Any advice you could give me? :(

      • lalala1111 on 23/04/2021 - 12:33
        +1

        Sorry to hear that. I am not sure what exactly solved it. It could be the telstra guy with the OzBargain username “supersaiyan” who helped me But I also raised a TIO and also when I next called them, I asked for them to send me to the complaints department as they were trying to make me wait another day or two

  • startthecar on 16/07/2021 - 09:11

    Two words disconnections and TIO. If resorting to TIO ensure every interaction begins with quoting the TIO reference.
    Saying complaints actually just diverts you away from the complaints process to yet another officer that will do no more than all previous officers.
    I spent nearly two years completely resolving a problem with Telstra. Ive heard it all, and cycled through every avoidance process multiple times.
    I've come to the conclusion the support operators on the phone and online do not actually have access to a computer, they only use post it notes and you can be GUARANTEED that any promise for updates, response, change, refund, resolution etc within a given time is a psychological tactic to bring you to hang up the phone willingly. While they do no more than flick the note pad to a fresh page and answer another call.

Login or Join to leave a comment
Login Join