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Thread: Bloody Telstra

  1. #1
    Join Date
    Jul 2012
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    Bloody Telstra

    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.


  2. #2
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    Email the Telstra CEO andrew.penn@telstra.com.au with your issues and you should get some sort of response within a day or so.

    Garry
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  3. #3
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    Perhaps if your mum gives you power of attorney you can sort it with the ombudsman for her!

    My experience with Telstraís and telecom before them Is they just do not care about residential customers as there is no profit there. I have been battling them for more than 25 years about crap landline and almost zero mobile coverage. No doubt we will be forced to NBN soon, something I am not looking forward to!

    I would imagine the Telstra contact Centres are absolutely flooded at the moment with most office based workers trying to work from home, including 20,000 Telstra employees. And they are finding the networks just canít adequately support the volume.

    Good luck!
    Cheers
    Travelrover

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  4. #4
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    Quote Originally Posted by 101RRS View Post
    Email the Telstra CEO andrew.penn@telstra.com.au with your issues and you should get some sort of response within a day or so.

    Garry
    Thanks I just sent him an email


  5. #5
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    Quote Originally Posted by Roverlord off road spares View Post
    Thanks I just sent him an email
    I got a reply already ,thanks Garry


  6. #6
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    Saitch is offline ForumSage Silver Subscriber
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    Quote Originally Posted by travelrover View Post
    Perhaps if your mum gives you power of attorney you can sort it with the ombudsman for her!

    My experience with Telstraís and telecom before them Is they just do not care about residential customers as there is no profit there. I have been battling them for more than 25 years about crap landline and almost zero mobile coverage. No doubt we will be forced to NBN soon, something I am not looking forward to!

    I would imagine the Telstra contact Centres are absolutely flooded at the moment with most office based workers trying to work from home, including 20,000 Telstra employees. And they are finding the networks just canít adequately support the volume.

    Good luck!
    It ain't necessarily so. We were going to be stuck with Skymuster and on visiting a Telstra shop to ask advice, I was advised that we could remain with our existing Telstra plan. This may depend on your locality, perhaps.
    Also, Telstra have a gadget called 'Blackhawk' which has a pretty fast speed, apparently.

  7. #7
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    If you ring 1800834273 or 1800734273 that will get you through to India they are a bit more helpfull & are a little to understand . In saying that I have been 3 months trying to get my NBN fixed but from what I understand you have to exhaust all avernues wiith Telstra before the NBN will get involved . We had a tec from Telstra here yesterday who was going yto write a report stating that it is a NBN problem , so we will see.
    I have sent two messages to the CEO of Telstra in the last month & I am still waiting for a reply.
    I was just reading on the news with every one being told to worh from home & schools teaching on line , it is going to test the NBN which they don't thinl it is going to handle the extra load.

  8. #8
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    I went through the same thing with my mum except when she logged the call the call centre also sold her a tablet she didnt want. I tried to cancel it to no avail as I wasnt listed on the account and power of attourney counted for nothing. Eventually I had to travel 160KM and be on the phone as the same time as Mum so that she could authorise me acting on her behalf. Meanwhile a notification shows up that she has a parcel and she thinks that she's legally bound to accept it rather than just letting it get returned for a credit. The whole saga lasted about 3 months with the involvement of the telecommunications ombudsman and the overseas call centre trying every trick in the book to leave the service for the tablet connected.


    One of her friends just accepted the tablet and gave it to a friend at church and is presumably still paying for it.


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  9. #9
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    Sorry to high jack, but Telstra is a pet hate subject of mine....

    As I said in my earlier post I have been having this battle for 25+ years with Telstra. I have over this period had some pretty useful contact numbers and was even assigned a senior account manager at one point but nothing changed. There would be issues like no dial tone for days or phantom calls (phone rings but only dial tone when answered) usually in the middle of the night, humming/noise on the line etc....

    We are around the maximum copper distance from the local exchange and that generates all sorts of attenuation issues. The cabling to the boundary was not the best job when it was done and Telstra have admitted this a number of years ago but they would not invest to make good for half a dozen subscribers. I have had all the cabling my side of the demarcation point redone at my expense with the then current spec copper. But no improvement.
    When we built the house there was no copper in the area (rural) and for the first year or so we had a fixed mobile as our land line replacement with a T200 handset. This only worked occasionally, it was in the days of AMPís. The mobile coverage here was far superior with AMPís, now we intermittently get 4G and 3G but not inside the house unless itís overcast even with the WIFI Call feature enabled.

    At present we have ADSL 2 and on a very good day (when the little red light is not flashing) will get 11mb download! I have tried Optus satellite service back in the late 90ís/2000ís and more recently had NBN satellite but they were both woeful at best and expensive even though the Optus service was installed for free. My roof looked a bit like a satellite farm.

    A good friend is a field services manager for a company that NBN subs a lot of the field tech work to and they have laid off over 30 techs since Christmas. Am sure there will be many more going now... so donít be expecting someone to turn up at your door to help in a hurry.

    Around 15 years ago I was working for Telstra on the Qantas account. We had over 500 people involved in the transition to a fully managed Telstra account. Even then it was difficult to get the right resource to address issues we had without escalating to directors so if one of the four largest corporate accounts canít get their attention residential have no hope. They were just beginning to ramp up multimedia capabilities at this time. I think they had just bought FOXTEL.

    And Telstra now are a multimedia company and not a telco, in fact they canít get out of the tradition telco market fast enough.

    None of this offers any improvement in the basic service you expect (and pay for) unfortunately.

    Again sorry for the ramble, rant over. ;-)
    Cheers
    Travelrover

    Adventure before Dementia

    2012 Puma 90 - Black
    1999 Td5 110 Ute - White
    1996 Tdi 300 Wagon - White (the project)
    1977 Series III 88" Petrol (the other project)

    VKS-737 - Mobile 0972

  10. #10
    Join Date
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    Unfortunately if you are in an area where your only option is Telstra, then this sort of stuff around seems to be the norm.

    When I was forced to go NBN, my current ISP iinet sent the modem pre-configured and a basic note stating once plugged in and powered on to count to 30 seconds and then see if I have internet access. That was it, I've had internet access trouble free for over 6 months I guess as I cant remember exactly when it changed over.

    Telstra is a bit like using a Dealership, you go there if you have no other option
    Regards
    Daz


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