Bloody Telstra

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Originally Posted by 101RRS

No follow up comment from the originator of this current discussion - I have used this email address of the CEO on a few occasions and it works well. One of the CEOs staff contacted me in response and the issue handed over to the Aussie service department - no asian call centre to deal with - issue was dealt quite quickly.

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This is the email I used to actually get some traction after years of being ignored. And it worked for a while I had a solution that sort of worked and then when I had problems with this solution there was no response to emails or phone calls. This happened with two different agents! They don’t care, do the minimum to tick the box to be compliant with whatever process they are supposed to follow.

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Originally Posted by Roverlord off road spares

The NBN arrived in my Elderly mum's area, and apparently she had to get the NBN conneted to use her phone line. They came and installed the line and later gave her a modem and some sort of wifi phone to use with it. It worked for a day or so, and then stopped working. She rings Telstra, wits ofr ages then gets hung up on, when she does get thru its the phillipines calll centre she cant understand the operator. They send a tech around , but that takes days. then the come and cant find a fault in the equipment, but get t working and leave, Then the same thing happens time and time again, the issue is new satisfactorily resolved. I cant phone her, she cant ring out. she tried a mobile and cant ring any one.
I tried to ring Telstra, but they have a message saying they are flat out blaming the Corona Virus and delays are expected to answer, even though not much I could do as i am not the account holder, she cant do it as she cant phone them.
bloody ridiculous that she is paying for a service she cant use, oh and when she first complained they sent her a warning letter to make sure she pays her bills as she is obligated to and not withhold payment in the event of a dispute as they will recover money owed. She has always paid her bill on time.
I was going ot complain to the comm ombudsman ,but I cant do it as I am not the account holder.

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If one was cynical one would suspect that it is a ruse placed there to keep the lazy workshy bastard's workload down.

But only if one was cynical of course.[bigrolf]


Can you send them (Ombudsman) an email explaining the above & on her behalf? A/c No etc.

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Originally Posted by 1950landy

Last time I contacted the CEO 's office had a message back saying some one would contact me within 24hrs , about 6 weeks I got a call from an OS call centre from someone I could not understand , after 2hrs he said he would escalate my complaint & I would be contacted within 14days , still waiting 6 months later . I will admit the two times before I contacted the CEO there response was very quick & a solution found. At the moment I just put up with the daily drop outs starting at the same time every day 5.50am & continue to 10.30pm . I am about to get cable run from the modem to different parts of the house as Telstra tell me it is a WIFI problem after supplying 10 modem's . I have run a temporary cable from the modem to desk top which seams to fix the problem but is trip hazed in the hall way but dose not fix the total dropouts as soon as it rains which lasts for a few days after the rain has gone. I have reported this but they tell me they can not find anything wrong .

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I reckon the button they press to transfer you is actually a DELETE button & so it goes into the big tip in the sky.

The only thing that gets their attention is the TIO.

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Originally Posted by Tins

The only thing that gets their attention is the TIO.

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Been there done that, got 2 SMS’s today from TIO… this was after been advised last week or the week before that there was a seven week wait until TIO could appoint someone to look at my case.

TIO Update: Your TIO complaint 2021/10/xxxxx is progressing through the queue. If it is resolved please reply YES. If you still need our help, reply NO.

TIO Update: Thank you. We just wanted to find out if your provider had sorted the issue for your complaint 2021/10/xxxxx. Call us if the complaint becomes urgent. Don't reply to this SMS.

Let’s see what happens next…

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Originally Posted by Tins

The only thing that gets their attention is the TIO.

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No doubt as good as the SA Electrical Ombudsman when we had issues with AGL.

They sorted them out with a great result for us, but probably not AGL.

They seem to have powers that we could only dream of. [biggrin]

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Originally Posted by JDNSW

I have been a Telstra customer for over fifty years, and my experience of their billing department has made me absolutely determined that they will never get direct access to any of my accounts. They are untrustworthy (or incompetent or both), and it is almost impossible to get them to correct their errors. They seem to work on the basis of "if we make it hard enough, the customer will give up".

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Yes, absolutely. I wouldn't trust them as far as I could throw one of their phones. Unbelievable lack of accountability.

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Originally Posted by 1950landy

Same as most Gov departments , make it as difficult as possible until you give up & go away. Comes from being once owned by the Government .

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I actually don't think it's an artifact of government ownership at all: in fact, it's quite the opposite. Now it's gone fully corporate, the almighty bottom line, call centres on the other side of the world and very little chance of ever talking to the same person twice (or, heaven forbid, having somebody take personal responsibility for fixing a problem) are the norm. I'm sure that government departments in all places have their good and bad points, but they generally have far greater accountability. I know from working in one the pride which comes from taking care of people. More people in public service genuinely take the "service" bit seriously than is ever acknowledged: you don't get that from a disjointed gaggle of disinterested people strung around the globe in a system whose aim is profit first and foremost, who are just wanting to get to the end of a shift.

We had a nice thunderstorm in the middle of the night. No dial tone on the landline this morning. Spent about 3/4 of an hour on a very dodgy mobile connection to Telstra this morning. I think they said they are sending someone out on Monday, but they also said they would forward calls on the landline to the mobile; but calls to the landline say the number is not connected.

I am reluctant to call them again - it is too hard!

Got my d-i-l to call Telstra. This prompted them to call me; they have tried to divert my landline to the mobile but it doesn't work.

Sounds to me like it is the exchange that got struck by lightning! Just called another number on the exchange - it gets me "the number you called is not connected". To me that confirms that it is the exchange that got struck by lightning!