Thread: So Telstra won't fix your phone line!!!

SLA = Service Level Agreement

in sort it means they must provide you with a working service in a timeframe.
the timeframe is set out in the USO (universal service obligation) which references the CSG (customer service guarantee)


The guaranteed maximum repair periods specified by the CSG Standard are:

Service location Time for repair1
Urban End of 1 full working day after report1
Major Rural End of 2 full working days after report
Minor Rural End of 2 full working days after report
Remote End of 3 full working days after report

https://www.telstra.com.au/consumer-...vice-guarantee
https://www.telstra.com.au/consumer-...ice-obligation

you will need to find the corresponding uso and csg for iinet

Originally Posted by incisor

TIO is the only way forward IMHO

I don't know what they are like these days as I haven't had to contact them in years.


Last couple of times they were awesome however.


In one of those instances, door knocking Optus folks convinced my 70yo mum that they could easily best her phone bill. Yeah they did that OK .... the other way round! First bill was twice as much.


She told me about it on a Saturday and I don't think I wasted my time contacting Optus .... I may have but I can't remember as it was a few years ago.


I think I was just that cranky I emailed the Ombudsman that evening. I was gobsmacked by the response. That Monday 8am, I get a call from Optus saying they have reversed everything and a full refund was pending. Best part was, Telstra paid my mum $50 for returned loyalty or such.


Incredible response.


Time prior was Telstra dicking me around when changing over to cable and they wouldn't do anything unless I called .... apparently I couldn't get a result over email. I only tried once and was on hold for 15 mins before hanging up.


I emailed informing them that I refused to waste any phone time trying to fix their stuff up, they either ring me or address my email. Of course they emailed me saying I had to call .... it was the only way!


TIO accepts emails .... .


All of a sudden Telstra rang me ..... problem solved!

Hand up all those who thought privatising Telstra and allowing all these pariah companies into the market was a good idea.

i used to be a comms tech for Telecom / Telstra

I know exactly why your line has been switched, and how to fix it, as Inc said its common with naked dsl because the dumb linesman has no dialtone to identify the line in the field, he is too lazy to identify the pairs and fix the fault. - i know - I've been there. you see you have fewer and fewer telecom train techs , and more and more contractors , who are more electricians than comms techs and find it hard to grasp the individual pair concept. they are under the pump to do more and more faults , quality goes down the drain. Telstra don't care anymore since the copper network is in demise. TBH I used to tell the customer , in the first case to call Neil Mitchell , secondly call the Ombudsman .

Originally Posted by goingbush

Telstra don't care anymore since the copper network is in demise. .

been like that for a long time
copper is expensive to maintain.
around Australia, you could hear the cheer go up form the telstra head office when the NBN announced they would buy the copper network

You're entitled to contact the TIO after three calls to your provider have left you without a satisfactory result. I'd suggest it's well time. They're very good.
Don.