Telstra Cancelled My Plan When Transferring nbn Providers

AydenFX on 09/06/2021 - 19:14
Last edited 09/06/2021 - 19:17 by 1 other user

Recently changed from Telstra to Aussiebroadband for NBN/LANDLINE. I took the correct steps:
1. Place transfer/order on AussieBroadband website
2. Wait Till Phone line / nbn is fully transferred before canceling on Telstra.

NBN transferred the next day, however, I was told to wait a week for the phone to transfer over. I called Aussiebroadband a week or so later and asked about the phone line because it was still not connected and they said that they can't transfer it because Telstra has made my landline inactive and that they have previously done this before to customers when an NBN transfer has been submitted (She even stated that they've been taken to court before for it). They told me to call Telstra and get them to reactivate it.

I called Telstra and they acted as if it was Aussiebroadbands fault and that they had no idea why it was canceled. She even started suggesting that I must have called up and placed an order to cancel. They then told me that I need to sign back up to the cheapest landline deal (they will give credit to cover) and have an NBN technician come out and check my landline (even though I was just with them and it was working). I get a call the day the nbn tech was meant to come out and they end up telling me that I need cancel my internet with Aussie broadband then reconnect back to Telstra for a month to get my phone number back - they even tried hitting me with the "Why did you leave to begin with" and "We have the best internet, better then aussiebroadband". On the Telstra website it still says no tech has come out and I need to reschedule - which is a bit sus seeing as they said they already came out.

I hung up, called Aussiebroadband and now they're attempting to get my number back for me ($30 charge if they get it back), if not, I'll just grab a new number.

Bit of a piss-take just to change internet/phone providers.
(profanity) Telstra.

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Telstra

• 

  Dumax on 09/06/2021 - 19:39

  +11

  Complain to TIO

  • 

    AydenFX on 09/06/2021 - 19:43

    Yeah I will be after Aussie broadband attempt to get it back.

• 

  CptnObvious on 09/06/2021 - 20:25

  -7

  Sign up to Telstra $99/month 5G broadband 12 month plan in the meantime and tether. Really good value and you get JB credit towards a new phone.

• 

  SF3 on 09/06/2021 - 20:47

  Hate it when service providers (Telco, utilities, etc…) messes between up themselves, there is nothing they can do to help you and it's not their fault. They have the nerve to get you to workaround their problem!

  My sentiments OP, hope your situation sorted soon.

• 

  penguincat on 09/06/2021 - 20:49

  +3

  Didn't Telstra get in trouble for something like this recently? https://www.crn.com.au/news/telstra-fined-15-million-for-lan…

  Telstra has been fined $1.5 million by the Australian Communications and Media Authority (ACMA) for failing to provide customers the opportunity to keep their existing landline phone number when changing telcos. Telstra did not fully resume porting operations until July 2020, and ACMA said the telco did not clear the backlog of requests until October 2020.

  What is to say they aren't up to the old ways?

  If you had cancelled something shouldn't there be a log and reference number for an order number saying you had cancelled it?
  "Not a you must have done it or the new provider must have done it" there would be visible proof that either party did it. With out that they could get themselves in hot water yet again.

• 

  bjdchwr on 10/06/2021 - 00:09

  -4

  Lesson leant here:
  Transfer the home phone number first before the NBN is disconnected.

  For me I recalled when I left TPG for Superloop end of last year, I transferred my number to CrazyTel and the porting was free.
  Then I set up a 3CX on my VPS and now I have a self-managed phone service using a Yealink phone.

• 

  Topdog on 10/06/2021 - 14:05

  +1

  AussieBB did exactly the same thing to me when I ported, and I needed to keep the number I lost.

  Telstra did disconnect before ABB where ready, but Aussie assured me during the sign up, cause I asked 1 million times about that number and how important it was to keep.
  Aussie tried that on me, and I said this is not what I was told during sign up, I would be advised if there is any issue with the transfer and we can stop the port. this did not happen.

  They said they will need to investigate and charge me $30,

  I said dont worry about it, this is not a good way to start a client relationship, You are trying to blame the other party where I had assurances with you that you would call with any issue with the port, as she already knew it was an issue when I called. She left it at that and so did I, started convos with telsta etc. I had someone from their customer service team call and apologize within 15 minutes. I told him of what happened, and he said leave it with me, and you will not be charged the $30. It took about 6 days for my number to come, but they got it and did not charge me the $30. I had to provide my telstra name, account number, and phone number for them to continue.

  Glad they actually acted and provided good customer service. cause ABB have been the best service provider for internet/phone i have ever been with.

  If they told you they would contact you if there where any issues with the port stick to your guns.

  • 

    AydenFX on 10/06/2021 - 18:27

    I don't believe I'm in a similar boat.

    I'm only being charged $30 if the number can successfully be retrieved. Telstra canceled when they shouldn't have to (profanity) me around.

    My only option from Telstra is to sign back up with them and then transfer back off which I don't want to do. Therefore, Aussiebb is attempting to get it back now.

    • 

      Topdog on 12/06/2021 - 08:10

      +1

      seems pretty similar, but good luck, aussie did resolve within the week.

      • 

        AydenFX on 12/06/2021 - 17:47

        I meant in regards to who being more annoying. Currently, Telstra keeps calling/texting me and keeps inquiring why I left in attempts to offer me 'deals' while Aussiebb was like "Don't worry, we can contact/attempt to get it for you on your behalf & if you want a random number by the end of it then we can sort that too ASAP":

        Sucks that we both have been messed around though. Interesting to hear that other people have had similar problems with landlines.

        • 

          Topdog on 17/06/2021 - 09:39

          +1

          @AydenFX: Yeah fair, although I never had Telstra contact me once. I didn't know Telstra could call people 😂😂

          • 

            AydenFX on 17/06/2021 - 23:27

            @Topdog: Dude he called and then also said "Just text this number and I'll call you" LMAO

            • 

              Topdog on 18/06/2021 - 07:54

              @AydenFX: Haha, yeah main reason I jumped ship.