Due to a fault in the Telstra line I have been unable to access internet for nearly four days. Anything exciting happened in that period?
I was able to get my calls directed to my second number but was told that was not possible for internet service. Frankly, I don't believe that.
I could have had calls and internet access redirected to my mobile number (which I don't actually have). Would not redirect to a family member number so I could borrow their phone.
After kicking up a fuss I was offered a satellite phone for full service until my fault was fixed. Expected delivery date of satphone 1 to 2 days after promised date of line repair!
Just checked my email and found messages from Telstra about my problem.
Don't they know that, when a line is inoperative, that internet doesn't work? Here is a sample (one of several, similar waiting for me);
QuoteIf you want to speak to me again, I'm here to help you.
Simply click to Get back in touch and I'll contact you shortly.
Alternatively, you can always go online at Telstra.com or download our Telstra 24x7 ® App
Please do not reply directly to this email as it will not enable you to get back to the last consultant that assisted you.
Yours sincerely,
■■■■■■
The Telstra Team
Staff employee number: ■■■■■■■
My emphasis.
I can't quite see the point of sending a "personal" email with the name of the staff member and saying "do not reply". I know what message that gives me about their customer service attitude.
And, why send emails when you have given them a phone number as the only way to contact you while the fault remains.
Anyway, all good now.
PS. They also ask you to key in the number of the faulty line so "details can be retrieved". Guess what? Yes, you got it; the person finally answering your call has no details whatsoever and has to start from scratch to find your details in the system.
Welcome back Jeff. Sorry to hear for your troubles.
I dread the day when I may have to ring Telstra about a problem. I am on the oldest pre-paid mobile phone plan option and preferred the one time I changed phones to enter a Telstra shop hand them my phone and say "fix this". Thanks goodness the house phone line and internet is with someone different.
So you're back on deck completely? Obviously yeah? Hilarious them sending you an email. They must have through you'd gone to hang out in McDonalds or something until they fixed it.
Last time I phoned Telstra with a problem, I ended up speaking to either a person in India or the Phillipines.
Because of the accents, I asked to be transferred to someone I could Understand.
After a few minutes, I ended up talking to chap in Melbourne.
Damn companies sending my records overseas without my approval. blast them.
Hello,
ADSL only needs one wire, so that is why you can often use your PC when the phone doesnt work. I have also dealt with Telstra and suffered the lies, laziness and incompetence. They cant even read a map and go to the right house.
Now about your private details, do you ever sign in to a Club ? I sign in, but dont scan my Licence. Why ? It has OCR software and reads your licence, so your Pic, Lic No. DOB, and address are available for ID theft or a stalker. My friends think my view is funny, but who wants to end up with ID theft or on a mailing list. I know someone who bought thermal clothing from a specialist chain, and after the product registration her details went to a mailing list.
Not only can't they even read a map they can't draw one either. I had a call from the technician yesterday to say he was checking my line but could not find the terminal box up the street. Then I told him where the cable comes in he then realised his map showed it coming from the wrong street (our block has access to different streets -one each end). When I told him that I had obtained a Telstra map when we remade our driveway and managed to snag the conduit anyway, he was not surprised. The map they supplied to me showed it from the correct stret but completely different route to where it is. I suspect my map copy is where the crew was told to install it but they took a short cut.
And, yes Goldie, I was talking to the Philippines -I asked. I did get transferred to somewhere in Australia at one stage and then the call dropped out. They called back a few minutes later, which let me obtain a local number. When I called that number the next day to ask why my promised follow up call was never made I was told by a rather cranky man that I had the wrong section. He said he would transfer me and immediately cut me off. [The follow was one of the emails they sent m, I found out later.]
The frustrating thing for me is I have the knowledge and ability to fix the fault and I know where it was. A 20m stroll up the street with a few basic tools and a multimeter and I could have had it fixed an no-one the wiser. Probably would have taken longer to identify my line than to fix it.
PS. If you don't want you name on a mailing list never register a warranty. Just make sure you have clear proof of purchase (i.e. a receipt). Australian consumer law insists the warranty be honoured regardless of any exclusions to that affect it may contain. If a manufacturer offers a warrant extension. or similar inducement, for registering then it is your decision but make sure you include a very clear request to not have your details put on any mailing list (and request confirmation of that).
Here is what appears at the top of the warranty form for a product I supply;
"Warranty Registration
Thank you for purchasing from the Altech UEC range of set top boxes. By registering your VAST set top box with Altech UEC, we will keep you updated with special offers and enhancements available in the future."
In other words, onto our mailing list you go! And, I have never been able to find if this manufacturer has a privacy policy so; probably on sells mailing lists too.