Bloody Telstra

No dial tone on the landline this morning. Check Telstra outages - no outages in your area.

Phone Telstra on very marginal mobile. After twenty minutes managed to talk to someone with a strong accent, who eventually established that there is an area outage, that they have my service address wrong, and that the correct address is invalid. However, they did manage to tell me that it should be fixed by the end of business on the 22nd, a week from now. Also asked a whole raft of irrelevant questions.

The incorrect address they have is one that has never been correct and that I have been trying to get them to change for over twenty years.

So having been given a direct line to complaints last time I called them, I called it. Said it was a five minute wait. It was just under an hour, and then they talked to me for five minutes said they needed to transfer the call, and disconnected me.

Grrrr!

Forgot to post my moment from Yesterday.

Say down at my computer at 7.30 and found no internet. Reset router and waiting until it all went green again - still nothing.

Tried calling but wait time was going to exceed an hour so tried online chat (on work phone). Got someone or a bot pretty quick and was soon told my account was suspended due to non payment.

Checked account using the app - everything current. Tried explaining this to person/bot and then a wait - think the bot was transferring me to a real person, then got the same think - account suspended due to non payment. 10 minutes backwards and forwards to find out it wasn’t my account, but my Sons OLD account which he had closed when his contract was up but was somehow still billing somewhere and they put the addresses together and suspended my account...

Proved he had closed this and then they wanted confirmation it was me so they told me to enter the PIN they texted me - Um, I don’t have a mobile number connected to this account - yes you do, no I don’t. Of course they couldn’t tell me the number as my identity hadn’t been confirmed...

Asked them to email me the PIN - need permission from a supervisor to go outside the normal process...

10 minutes later I got an email. Entered PIN and they were happy it was me at last.

No apology but just ‘We’ll send a request through to have your internet reconnected’ - how long does that take I asked? Should be done within 4 hours....

I now fully blow my gasket about this and go on quite a rant. Internet back on 5 minutes later.

Of course there was a survey popped up after the chat disconnected - gave them both barrels on that too.

Time to find an alternative...

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Originally Posted by Homestar

Forgot to post my moment from Yesterday.

Say down at my computer at 7.30 and found no internet. Reset router and waiting until it all went green again - still nothing.

Tried calling but wait time was going to exceed an hour so tried online chat (on work phone). Got someone or a bot pretty quick and was soon told my account was suspended due to non payment.

Checked account using the app - everything current. Tried explaining this to person/bot and then a wait - think the bot was transferring me to a real person, then got the same think - account suspended due to non payment. 10 minutes backwards and forwards to find out it wasn’t my account, but my Sons OLD account which he had closed when his contract was up but was somehow still billing somewhere and they put the addresses together and suspended my account...

Proved he had closed this and then they wanted confirmation it was me so they told me to enter the PIN they texted me - Um, I don’t have a mobile number connected to this account - yes you do, no I don’t. Of course they couldn’t tell me the number as my identity hadn’t been confirmed...

Asked them to email me the PIN - need permission from a supervisor to go outside the normal process...

10 minutes later I got an email. Entered PIN and they were happy it was me at last.

No apology but just ‘We’ll send a request through to have your internet reconnected’ - how long does that take I asked? Should be done within 4 hours....

I now fully blow my gasket about this and go on quite a rant. Internet back on 5 minutes later.



Of course there was a survey popped up after the chat disconnected - gave them both barrels on that too.

Time to find an alternative...

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They didn't offer you a gold watch for the inconvenience.[bigrolf] They can afford to pay there top people top money but the moment your account is overdue they disconnect you then expect you to spend hours sorting it out then days for a reconnection .
I went to pay my account yesterday the usual way on line using credit card . as soon as i clicked I was using a credit card a message popped up telling me I can no longer pay this way. I ignored the message & continued with the payment which went through & they have sent me a email to verify. [bighmmm] I don't allow them to do direct debit as last time I gave them permission they started taking a months payment out of my account every week until I received my card statement & I stopped it. Wouldn't give me a lump sum refund just took 50% off our monthly a/c until it was payed back.

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Originally Posted by 1950landy

They didn't offer you a gold watch for the inconvenience.[bigrolf] They can afford to pay there top people top money but the moment your account is overdue they disconnect you then expect you to spend hours sorting it out then days for a reconnection .
I went to pay my account yesterday the usual way on line using credit card . as soon as i clicked I was using a credit card a message popped up telling me I can no longer pay this way. I ignored the message & continued with the payment which went through & they have sent me a email to verify. [bighmmm] I don't allow them to do direct debit as last time I gave them permission they started taking a months payment out of my account every week until I received my card statement & I stopped it. Wouldn't give me a lump sum refund just took 50% off our monthly a/c until it was payed back.

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TELSTRA / NBN. To me, they are all the same shower. This a.m. red lights on the Modem, they were there & then they weren't & so on, then the Greens were there & now have been all day (I know I know that has buggered my luck now) ISP are using Seth Effrica a a call overflow or what fancy name they have for it but I get the feeling it is more a permanent thing although no one will confirm that. On a recent Post Call Survey I suggested this was a bad idea for the customer due to language difficulties. No, not Swahili or M bongo, it is some of the accents & voice pitch which ****es me off & having to continually ask for repeats of what they have just said. Recently it took me 4 consecutive questions before she eventually admitted she wasn't in Australia. Just got dead silence each time.


So they ignored that comment as I knew they would, them being a big company now amalgamated with some other crowd., so possibly next time will be an opportune time to mention Aussie Broad Band. They seem to get good reviews & claim their call centre is 100% Australian although that all sounds fine when they can transfer a call without one's knowledge. We have been with Internode since year 2000 & they made this SA decision without any consultation with clients, certainly not with us.

I bet not too many CEOs start their working day by ringing in from an outside phone or they would hear what the customer has to tolerate Bloody crap Musak, long wait times etc.

I have been challenging an overcharged amount on my bill since Feb. Tried the 132200 number and got no sense from anyone, tried the online chat thingie and got nowhere. Went to my local TelstraShop and was told by the manager, sorry we can’t assist with that you’re best taking it to the telecommunications ombudsman!

I haven’t done this yet but will do so. I have spent far to much of my life trying to get service and sense out of Telstra

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They didn't offer you a gold watch for the inconvenience.[bigrolf]

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I see that the Blonde Bimbo is still causing hate and discontent, despite getting a golden handshake. :bat:

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Originally Posted by Old Farang

I see that the Blonde Bimbo is still causing hate and discontent, despite getting a golden handshake. :bat:

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I think you are getting confused with Australia Post.

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Originally Posted by 101RRS

I think you are getting confused with Australia Post.

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Arh, yes! Bit of a toss up which is the worst! :twobeers:

Quote:

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Originally Posted by 1950landy

They didn't offer you a gold watch for the inconvenience.[bigrolf] They can afford to pay there top people top money but the moment your account is overdue they disconnect you then expect you to spend hours sorting it out then days for a reconnection .
I went to pay my account yesterday the usual way on line using credit card . as soon as i clicked I was using a credit card a message popped up telling me I can no longer pay this way. I ignored the message & continued with the payment which went through & they have sent me a email to verify. [bighmmm] I don't allow them to do direct debit as last time I gave them permission they started taking a months payment out of my account every week until I received my card statement & I stopped it. Wouldn't give me a lump sum refund just took 50% off our monthly a/c until it was payed back.

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Yeah, no way I'm doing DD with anyone - had similar with others over the years too. Bpay or CC is the only way I'll pay bills now.

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Originally Posted by travelrover

I have been challenging an overcharged amount on my bill since Feb. Tried the 132200 number and got no sense from anyone, tried the online chat thingie and got nowhere. Went to my local TelstraShop and was told by the manager, sorry we can’t assist with that you’re best taking it to the telecommunications ombudsman!

I haven’t done this yet but will do so. I have spent far to much of my life trying to get service and sense out of Telstra

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And Guess what TR, they won't give a **** when they put you 6' under. Next day post Funeral though, they'll probably reply & give you a credit but not 1c of interest. The credit will probably be in dribs & drabs as well.


No apology though.
[bigsad]