Thread: Bloody Telstra

Another session this morning.

Started off by checking it still doesn't work. Then went to their web page to check outages. Nope, still no outages in my area. So tried to use their online help. This, however, needs a Telstra ID. So I apply for that. This needs all sorts of information, including your first-born's blood group, but this is irrelevant, as the process crashed.

But the result of this crash was to pop up a chat window. While this is clearly intended to be on a mobile phone, and I was using a desktop, it worked well, at least as far as enabling text to pass freely between me and a series of consultants, and no problem understanding them, although the sentence structure in some cases needed a fair bit of thought to figure out what they meant.

So I spent the next hour and twenty minutes to eventually (after repeatedly supplying information they already have), I finally got the same message I got yesterday - " Upon checking the fault you reported is still active. Due to the outage in that location services for multiple customers has been affected. Our outage team is already working on this. As per the latest update this will be fixed by 22/4/21 19:00."

Why could this not be on their outages page, and why is it going to take a week to fix?

And why do we have to spend an hour going over the same ground every time we contact them?

Yes & every one you talk to you have to supply the same information after waiting in a line for half hour before be connected to next person . BUT as a paying customer you are important to them just hold the line & first available team member will attend to you. Haha. Either they have lots of complaints or not enough staff.

If you have to go through this again ask for a reference number for the conversation/chat - it will allow you to give them this number the following time and the whole conversation can be retrieved easily by them to catch up on.

Nothing wrong with my NBN until theres a storm or someone cuts a cable, but Ive just signed up for Starlink, I'll mount Dishy McFlatface on the caravan and see how it goes.

it only works 10km each side of your designated address at the moment, if you want to move you can change address online and it will work at your destination. Prob is you need to know where your going before you get there. thats until full deployment , then should work anywhere hopefully.

They say only northern Vic, Southern NSW at the moment but Ive typed in random addresses all over the outback and they all come up as valid.

Originally Posted by 1950landy

Yes & every one you talk to you have to supply the same information after waiting in a line for half hour before be connected to next person . BUT as a paying customer you are important to them just hold the line & first available team member will attend to you. Haha. Either they have lots of complaints or not enough staff.

It is like they have never heard of a Database & what it can achieve. Many business are like this & prefer to waste both your times instead of tapping a couple of keys et Voila, it magically appears. Communications experts my arse!


Well maybe not "prefer, they just don't know how to get out of the mass mess they have got themselves into over the years.

Originally Posted by 1950landy

Yes & every one you talk to you have to supply the same information after waiting in a line for half hour before be connected to next person . BUT as a paying customer you are important to them just hold the line & first available team member will attend to you. Haha. Either they have lots of complaints or not enough staff.

Or lotsa Staff that do not know how to fix lotsa complaints.

Originally Posted by 1950landy

Yes & every one you talk to you have to supply the same information after waiting in a line for half hour before be connected to next person . BUT as a paying customer you are important to them just hold the line & first available team member will attend to you. Haha. Either they have lots of complaints or not enough staff.

Judging by my complaint numbers, and assuming that they were in order and used every number, they had 46,963 complaints between the one I lodged about 1000 yesterday and the one I lodged about the same time today!

We have some progress on the phone line - now getting a very faint high pitched hum instead of dead silence. Which does suggest that they are actually doing something!