Telstra is continuing to provide their usual standard of service'
Quote24X7 CHAT
Status: Unavailable
Unfortunately the 24x7 Chat service is currently unavailable.
We're sorry for the inconvenience and hope to have things running smoothly again soon.
Please try again later
Not only is their bloated home page one of the slowest loading pages you could find, nothing ever seems to work. I changed my account details a month ago for direct debit and it didn't happen. Tried again now and maybe it happened, maybe not as no acknowledgement of my submission.
Tried to contact them as above [just felt like a chat with someone in Malaysia] to sort it out -see above. It did actually conect me (14th in the queue -is that their performance standard?) before dumping me with the "service unavailable" message.
Now looking for a contact phone number or email address but their support page does not seem to have them.
I forsee an argument now when they charge me a penalty for an overdue bill.
Well interesting. Chat session never eventuated. I tried again later and started at 7th in the queue, jumped quickly to 4th before I was bumped to unavailable message.
Shortly after received an email;
"Hi Jeff,
Thanks for your time today. I trust I've addressed everything required.
If you want to chat to me again, you can reach me directly here
Chat to you soon,
Angelyn Mxxxxx
Employee Number: XNNNNNN"
Strange.
Are you sure it was Telstra you were ringing Jeff? :angel:
Pedro
Good old telstra never let the team down, or paying customers :dodgy: One day they might get their act together but I doubt it ;) Where's Fulvio, he's just gonna love this :)
I ended up sending in an on-line complaint form with my enquiry. Automated response says will take up to 5 days for a reply -that means a week in business speak.
Quote from: 'ausjack' pid='76670' dateline='1438303548'Where's Fulvio, he's just gonna love this :)
Lurking. Why do you think I use Engin VoIP?
Tel$tra pissed me off 20 years ago when I used to give them $10,000 a year. When I threatened to take my business away, one of them laughed at me and said 'We're Telstra, you have no choice'. Took me a few years to find suitable alternatives, but I made good on my threat, and haven't given them a penny since. Despite being a shareholder and having friends who work there.
My current project is the NAB. I got really pissed off over that $3,500 of silver they sent to destruction (which my spies since tell me was snagged by someone at Armaguard anyway), and I'm identifying business I can take away from them... up to $7 million so far, and I will make sure the board knows the details of why they'll lose it.
Goodness Fulvio. They have only done what Big Business always does to individuals (unless the individuals are billionaires).
How many more dastardly companies are on your hit list? I can think of several you have previously mentioned but, on reflection, they may only be on your "never have anything to do with them" list.
Remember the golden rule of big business; "Look after number 1" -that is the executives and shareholders (not to be confused with the customers).
Quote from: 'JeffH' pid='76711' dateline='1438335487'Remember the golden rule of big business; "Look after number 1" -that is the executives and shareholders (not to be confused with the customers).
Heh, they don't even look after us shareholders, trust me. Well, unless you own enough of them that is.
Don't have anyone else on my hit list right now. I do have a 'never to be dealt with under any circumstances' list, but they tend to be individual stores or businesses which have aggrieved me, not conglomerates. Well, apart from AGL, I suppose. And Microsoft of course. But then everybody hates M$, right?
Telstra offers "24/7 service" so my wife rang up to report her mothers phone stopped working this morning.
First they refused to take her complaint as she is not listed as an authorised person on that account but she managed to convince the Telstra idiot that she was not ringing about account details, payment or any such that required personal details. In any case she knows enough that, if she had called claiming to be her mother, she would have easily passed any tests they have to confirm identity.
Then she was advised that it is do do with the NBN upgrade and the appointment to have an NBN modem installed tomorrow.
Well M-i-L doesn't have a computer and probably thinks NBN is a TV station (which it is).
Wife was told to call back tomorrow and they can investigate it then -NBN crews don't work Sundays and Telstra don't make service calls on a weekend*.
So "24/7 service" means, by Telstra definition; we have someone rostered to answer your service call so we can misinform you, tell you lies (NBN crew don't work today but still they managed to disconnect the phone) and not even log your report for action in normal hours.
*I wonder what happens next time there is a fire in Chatswood exchange that causes widespread (i.e. Australia wide) disruption to services and send SMS messages to wrong numbers with other service providers....and it is a weekend. I bet they manage to find some service crews then. They have managed to have two fires at that exchange in recent times.
I gave Telstra the flick about 10 years ago. In November last year, I needed a new ADSL connection at my house on the mid-north coast. I tried every ISP other than Telstra and none could provide a service. Finally, I relented and Telstra made the connection in four days. Now, I guess my troubles will commence although so far so good.
Did you try Exetel (https://www.exetel.com.au/broadband/adsl)? They provide ADSL using Telstra facilities.
A search of a random address in Coffs Harbour gave the result "Yes. An ADSL service is available at your address. Please choose one of our value-packed ADSL plans."
I went with them some years ago after too many problems with Telstra and got a better plan at lower cost. Their restricted hours service is actually better than Telstra's so called 24/7 service when you do strike a problem.
I'm not in Coffs Harbour, about 20km north. I get the impression it all depends on the exchange you are connected to and the ability to obtain a "port". I did not try Exetel but I did try the same provider the tenants were happily using two weeks prior and they (iPrimus) could not obtain a port (they called it a "slot"). In any case, I now have a contract with Telstra which is competitive on price compared to what the others had to offer.
Supposedly if there is a spare Telstra port then Exetel can provide a service. I would not be surprised if Telstra withholds a few so they can finesse the competitors.
I have to admit I never heard of Exetel before. I entered my address and apparently, they can provide a service. However, all the ISPs indicate the same, it's when you place an order that they come back to you after a week or sometimes two and say they can't do it after all.
Incidentally, the Exetel price was more than I'm paying Telstra which brings up another point. None of the ISPs prices matches what they advertise online. It's always dearer when you speak to someone and place an order, in my experience.
Truth NOT in advertising. I thought advertising a price and not honouring it was now illegal under present consumer law.
No doubt there is some loophole they take advantage of.
Well an NBN man turned up at Mother in Law's place this morning, installed a 'gadget" (her description) and plugged her phone in and she has service again.
Looks like NBN has actually done something ahead of schedule and without being asked. Amazing!
Well here is a change. Must try it sometime -if I can find a Telstra public phone that works. There is one, that I know, of in our town but no idea if it works; can't recall ever seeing anyone use it.
Local, national and calls to mobiles will now be free from Telstra payphones (https://www.abc.net.au/news/2021-08-03/telstra-has-made-its-15000-payphones-free/100344664)
Its surprising how many public phones are out there but they are slowly disappearing.
Nice gesture from Telstra.
There are about 15,000 Australia wide. Apparently the number, and locations, is set by a government decree.
Quote from: 'JeffH' pid='125336' dateline='1628017661'There are about 15,000 Australia wide. Apparently the number, and locations, is set by a government decree.
Yes,i think its in the Telecom/Telstra charter otherwise they would all be gone,maintenance costs,mainly vandalism,far outweigh any income from them.
We ran a 24 hour Roadhouse in Northern NSW for 15 years,we had a public phone out the front on the H/way,it was continually vandalised by drunks and finally hit and flattened by a drunk driver trying to turn into our driveway.
Telecom guy came and saw us and offered a special deal on the new Yellow Pay Phones,i think they charged us about half of the call costs,they installed it on the driveway and removed the Public Phone completely.Amazing the money it raked in,had to be emptied every couple of days,Truckies ringing all over Australia,also it had its own number so Truckies could receive calls as there was no reverse charges.
The things Telstra was required to do that the competitors were not was and probably still is long. All to level the field. What BS.
The cost of calls was steadily falling when Telecom was a monopoly. Introduction of "competition" actually slowed and then stopped that but the government didn't want you to know that.
Telstra was shit when it came to issuing initial bills, they were nearly always wrong. I know because I used to deal with fixing them for about 3 years. About 30 percent of people in Telstra Billing knew how bad it was and were actively trying to fix things whilst 70 percent wouldn't have been able to tie their shoes, let alone work out how to fix an initial bill.
The Telstra bot is polite. Stupid but polite! All I wanted to do was submit my query to be investigated. I thought that would just take a couple of minutes. I haven't kept a record but this is about my fourth attempt to get back in the directory.
Quote• Directory listing
• Telstra Assistant05:52 am
Hi Jeff! I'm Telstra Assistant - a bot here to help.
• Telstra Assistant05:52 am
I can definitely help. Which service are you referring to?
• Customer05:53 am
Home Phone
• Telstra Assistant05:53 am
Can I get the home phone number this is for?
• Customer05:53 am
**********
• Telstra Assistant05:53 am
Are you currently on the nbn™?
• Customer05:53 am
Yes
• Telstra Assistant05:53 am
Sure, can I help you to change your caller ID, or update if your phone number appears in online directories and white pages (directory listing)?
• Customer05:53 am
Directory Listing
• Telstra Assistant05:53 am
Here are the steps: 1. Log in to My Account with your Telstra ID 2. From the dashboard, select your home number 3. Select 'Manage' under 'Privacy Settings' 4. From here, you can enable or disable directory listing. Just so you know, it may take up to 72 hours for your request to be updated in online directories.
• Telstra Assistant05:53 am
Show Rich Content
• Telstra Assistant05:53 am
If you have any questions, I can transfer you to someone who can help.
• Customer05:53 am
Transfer Me
• Telstra Assistant05:53 am
I'll get one of our experts to help you with this shortly.
• Telstra Assistant05:53 am
In the meantime, please provide any other information that will help.
• Agent: Telstra Assistant05:53 am
***Telstra Internal***
Service ID: ********** Product: NBN Enquiry: Customers enquiring about their White Pages Listing and Calling Number Display, and how to change it. Transfer Reason: No self-service exists
• Agent: Expert05:55 am
Hello Jeff, how can I help you with your directory listing query today? Can you tell me more about it?
• Customer05:58 am
I did the suggested procedure weeks ago and my number does not appear in the white pages directory. The number was always listed before and I never requested it to be removed. My account does show that it is listed. Account number: *************, phone number **********, Account name Jeff Henningham, service address 11 Caledonian Street Gulgong NSW ****.
• Agent: Expert06:06 am
No worries Jeff. I can add your number in white pages directory. I sincerely apologize for the inconvenience. Thanks for all the information. I'm going to get this sorted for you. I need a little bit of time to do this but no need to worry as I'll be back after 10-15mins. If you need to step away for a few minutes, it's not a problem. Just have your notifications turned on, you will get one as soon as I reply
• Agent: Expert06:11 am
Thanks for waiting Jeff. I can see here that your landline number is already registered in white pages.
• Customer06:14 am
It does not show in a search, people can't find my number.
• Agent: Expert06:20 am
I see. But I can confirm that the landline number is registered in white pages. It's strange that the number is listed but not showing. May I know if you already tried to search your name yourself?
• Customer06:20 am
Yes, several times in the last few months waiting for it to appear.
• Agent: Expert06:22 am
How about now Jeff?
• Customer06:22 am
Please wait, I will check.
• Agent: Expert06:23 am
Yes please. Thank you. ?
• Customer06:23 am
Same, same. My son's number appears but not mine.
• Agent: Expert06:29 am
Here's what I will do. I will connect you over to our faults team for them to check what's happening. Please stay connected Jeff.
• Customer06:29 am
Thank you
• Agent: Expert06:39 am
Thanks for your kind patience Jeff. Let me look further into this and see what best I can do for you. Stay connected with me.
• Customer06:57 am
Now more than one hour. Can you refer this to a person to investigate and report back to me later
• Agent: Expert06:57 am
Thanks for your kind patience Jeff. I have now made some changes to your phone number. It will be reflecting on your account from 4 to 24 hours from now. Apart from this, Is there anything else that you need help with?
• Customer06:58 am
Thank you. Can I have a copy of this chat please?
• Agent: Expert06:59 am
Yes I can certainly help you with that. Could you please provide me the email address you want to receive this message?
• Customer06:59 am
ulansol@fastmail.com.au
Still not on the white pages website Jeff
Haven't been since I switched to BigPond to get the 4G backup on my internet. A couple of other providers were said to be offering that, but not available yet at that time, so I will be checking them out.
I will give Telstra their 24 hours first but I have had that false promise before.
On ya Jeff, patience is a virtue ......... but then again, wasn't there something about not tolerating fools?
PS: I resemble that remark :-)
Quote from: 'Unicorn' pid='125458' dateline='1629971963'On ya Jeff, patience is a virtue ......... but then again, wasn't there something about not tolerating fools?
Uni,
I am happy to tolerate you anytime.
I hate to ask but did your number miraculously "turn up" in the online White Pages?
I just checked now and it is not there
That is what I expected from previous experience.
I lodged a written complaint yesterday with a brief summary of my attempts to get them to fix it. I now have a case number and my case manager will contact me within five days (that will be business days). Of course their support page says they have a big backlog, due to Covid, and they are working hard to get back to their usual* five day initial contact period.
Isn't Covid such a good excuse for poor performance!
One strange thing; I have asked several times before for them to look me up in the white pages. Sure way of disproving their contention that I am listed but a strong reluctance, verging on refusal, to do so. I would think that is one of the first things they should do to validate my complaint. It is not a big issue but their refusal to take it seriously and keep insisting they have fixed, when they haven't, turns it into a big issue.
*Five days my aunt! Previous occasions eg. waiting for my modem to be dispatched when they had already had my previous provider turn off my service was three weeks -they did give me a credit but that didn't give me connection to the net for the three weeks.
I now have a case number and case manager. She emailed me yesterday to ask my preferred means of contact.
She called me this morning and advised she submitted an order yesterday for my listing to be included in the directory. This has been done several times before so an example of doing the same thing over in the hope of getting a different result. Incidentally, Einstein never said that -it originated years after his death.
She advised my number should be appearing by then. I did another search, as she requested, with the same non result. When I asked, she admitted she had not tried the search herself -why not I wonder?
After she quoted a completely wrong address for me I logged into my account online and saw two completely different, and wrong addresses for me. One I corrected, the other there was no option to do that. A national search on my surname gave four results (none me) so that error is probably not a contributor to the problem.
She is to call me back this afternoon. If not fixed then I will press for what I really want; for problem to be investigated rather than fruitlessly trying to add me to the directory.
The saga continues -over 18 months so far.
•Telstra lady has given up on submitting order for my listing. Yes it is time to stop doing the same thing over and over in the hope of a result.
•Told me I would have to contact the white Pages people to get them to sort it out. I let her know I had investigated that possibility and read to her what Sensis says...."To make changes to your White Pages residential listing you'll need to contact your landline service provider or mobile phone service provider (depending on the number you wish to change). White Pages cannot make changes to residential contact information without the advice of your service provider."
•Dead end? No, she said she would consult up the line.
•Called back some time later, has contacted White Pages who will sort it out but it will take seven days! Amazing, seven days to add or amend an entry in a database.
Oh well, what is another week after 18 months.
Now, while I am waiting, would you like to know about our experience last week with Coles and Liquorland Click and Collect? Or maybe my fruitless effort to log in to the Qantas app to claim my vaccination points and enter their big draw?
What! No you say. I think someone has it in for me. I might change my name to Job.
P.S. I did find out something interesting with the Qantas problem. I will post information later elsewhere in case it is of help to someone else.
So many things like that around lately Jeff! Totally understand, very easy to become disillusioned with it all. (I'm lost at the moment myself).
Keep looking Uni and you might find yourself. A lot of people finding it hard to cope lately. I can't see it changing much for some time.
I find it therapeutic to post here. If someone reads it and responds that is a bonus.
Quote from: 'JeffH' pid='125496' dateline='1630621779'I find it therapeutic to post here. If someone reads it and responds that is a bonus.
I read all new Posts but not much point in replying if i have no info/opinion one way or the other.
I read where Telsta will have all their Call Centres based back in Oz. by the end of this year.
I find Telstra better to deal with than Optus but with both Co.'s, and also Microsoft,i often can't understand the Indian Call centre people,especially if its a noisy line.
Changing subjects does anyone know what happened to AJ ?,my Brother was looking for some Coin Info. here a week or 2 back and run into some of his Posts.
Judging from her accent Ezra from Telstra is probably in the Philippines. Line was quite noisy but her voice was reasonably clear.
Quote from: 'Basilstate' pid='125497' dateline='1630626476'Quote from: 'JeffH' pid='125496' dateline='1630621779'I find it therapeutic to post here. If someone reads it and responds that is a bonus.
I read all new Posts but not much point in replying if i have no info/opinion one way or the other.
I read where Telsta will have all their Call Centres based back in Oz. by the end of this year.
I find Telstra better to deal with than Optus but with both Co.'s, and also Microsoft,i often can't understand the Indian Call centre people,especially if its a noisy line.
Changing subjects does anyone know what happened to AJ ?,my Brother was looking for some Coin Info. here a week or 2 back and run into some of his Posts.
Thanks Jeff, I do too. I'll pop AJ a message Basil to see what he's up to.
AJ's going well, like us all he'll be glad when the lockdown is over, he said to say Hi :winkextra:
Back on topic. Just had a call; I am listed......as a business! Telstra says they can't do anything about that and I must deal with White Pages myself.
White pages says;
For all residential listing enquiries, such as:
1. making changes
2. appearing on the White Pages
3. wanting to list on the White Pages
4. remove listing / delisting
5. arranging a silent number
6. suppressing your details
you will need to contact your landline or mobile phone service provider (depending on the number your request is associated with).
Unfortunately, White Pages cannot make changes to residential contact information without the advice of your telecoms service provider. They must send us your request before we can action it."
Looks like next stop is the ombudsman (https://www.tio.com.au/). A bit ridiculous considering the apparent triviality of the problem.
Well at least White Pages should speak with you because you are a "business".
Success at last!
Two emails from Sensis this afternoon. First at 2:37pm acknowledging my complaint I submitted on Friday 3rd September. Gave me a case number and said "We appreciate your concern and we would like to assist you further. I have forwarded your request to appropriate department."
Second email was at 3:57pm, "The listing [ (02) 6374 1730 - Henningham J ] has been updated in the White Pages platform." I opened White Pages and it was there, Residential.
Got back to the Telstra case officer to say my case can now be closed. Discovered two things;
1. She had already closed my case
2. She had not, as she told me, referred it to the White Pages people but just to someone else in Telstra, who did nothing.
Not happy Jan (https://www.citypng.com/public/uploads/preview/angry-face-cartoon-emoji-emoticon-11583162033dyss1ioj5v.png)
[video=youtube]https://www.youtube.com/watch?v=Cy829tjrPKs[/video]
Well at least you managed to get it fixed. Well done for your perseverance.
Telstra has still not improved!
Four years ago I changed providers to Telstra, paying a premium rate for 4g backup, because of the unreliability of the landline connection. Multiple drop outs, not just seconds or hours but sometimes days -especially in wet weather. Continual complaints and fault reports failed to get me any action.
The new service did the job as it automatically changed to mobile mode if there was a drop out and changed back if normal connection resumed for a period. Meanwhile I kept at it, complaing about the poor quality landline. Multiple complaints, "chats", even sometimes speaking to a real person and three visits from NBN technicians, many months later, I had a reliable service and the speed I was paying for. Each technician identified and repaired several faults; most were corroded connections from water entry into pillars.
Telstra increased their charges last October and have announced another from July -more than 50% annual increase. So I decided I am paying too much for a service offering an extra that I don't really need. Signed up for the same speed plan, unlimited download and no contract, including transfer of home phone and number, with another provider for a substantially cheaper fee.
So what did Telstra do?
Just issued a disconnect order for my existing account before the phone was ported to the new provider. When that was drawn to my attention I went in fighting to be told;
•Once a disconnect order has been issued it can't be rescinded and disconnection will proceed regardless of the circumstances.
•If phone hasn't been ported then that phone number will be lost and can't be requested for a new service.
I did manage to get an agreement that the disconnection order was not authorised and "Telstra made a mistake". Managed to get that in writing but I could not pin anyone down (was in contact with many Telstra people, kept getting passed on to someone else) about a claim for compensation.
Now I waiting for the disconnection to be finalised. Told 2 to 3 business days. Presently landline connects but no internet and operating in mobile mode, full service but speed restricted.
Then they will reconnect the service and add the phone with the same number but that will take 7 to 10 business days.
Changeover to new provider can then recommence.
Meanwhile my next monthly account is due in two days. As I don't have automatic payment I will not pay it and see what happens. I suspect by the time they wake up, give me a final warning and go to disconnect I will already be gone.
If they do disconnect (I bet that won't take several days) the worst scenario is I end up with a different phone number and a threat from Telstra over an unpaid bill which I will see and raise by my complaint to the Telecommunications Ombudsman.
I can't decide now if the poor service or the outrageous pricing is the principal reason for fleeing Telstra.
Could well be both Jeff :fie: .
Just think what the proposed reduction in staffing will do :dash1: . Highly unlikely the "service" will improve.
Pedro
Yep, they have been hopeless for years. When I worked in Billing Hell there for 4 years I was sure they purposely got billing wrong so the customers had to ring up and complain and wait months to get things sorted out, so they could report more revenue.
My mate working there still tells me it is a shamozzle. Should have sold my shares there years ago. Probably worth less than what I paid for them.
There are good people working there, with a bad system. Just not enough of them. We should never have been forced off the copper phone network for this NBN BS.
Quote from: 'gweidion' pid='129283' dateline='1717508199'Yep, they have been hopeless for years. When I worked in Billing Hell there for 4 years I was sure they purposely got billing wrong so the customers had to ring up and complain and wait months to get things sorted out, so they could report more revenue.
My mate working there still tells me it is a shamozzle. Should have sold my shares there years ago. Probably worth less than what I paid for them.
There are good people working there, with a bad system. Just not enough of them. We should never have been forced off the copper phone network for this NBN BS.
Yes gweidion,friend works for Telstra and people ringing on Mobiles to sort things is a nice little earner for them,if you have a problem and no landline ring them from a phone box,if you can find one.
Quote from: 'Basilstate' pid='129289' dateline='1717542943'Yes gweidion,friend works for Telstra and people ringing on Mobiles to sort things is a nice little earner for them,if you have a problem and no landline ring them from a phone box,if you can find one.
For me it works the other way. Calls from our landline cost money but calls from our mobile is included in the bill. I would have thought they could provide free local calls on landlines by now. They are free at a phone box these days, if you can find one.
I'm back!
Further to my post of 1ˢᵗ June; I have internet and home phone again. Took 18 days to get back to where I was. The comedy of errors from Telstra was beyond frustrating -new promises every day of when they would fix things, restore service & phone number and when they would call back to confirm (never done until today).
Now I can try again to change providers and keep my fingers crossed. This time I have an even stronger reson to flee Telstra, my strong conviction that I never, ever want to have anything to to do with them.
Now I will go and see what I have missed here in the last few weeks, check out comments and maybe see some pictures posted of nice coins (that will have a calming effect I am sure).
P.S. They are now trying to slug me $91 for restoring my service!
Good to see you back Jeff. Hopefully you can find a better provider.
I'll be interested in who you go with now I am looking for an ISP who still supports in house email.
Quote from: 'gweidion' pid='129379' dateline='1718878116'I'll be interested in who you go with now I am looking for an ISP who still supports in house email.
Exetel is my choice. I think they offer email service.
I am not interested in having a provider email address. Some years ago, I changed providers and sorting out change of email address notifications was a nightmare. Now I use Fastmail and my wife uses Gmail.
Choice has a good ISP comparison for anyone considering a change.
Broadband provider performance reviews (https://www.choice.com.au/electronics-and-technology/internet/connecting-to-the-internet/review-and-compare/broadband-performance)
Thanks Jeff.
Hmm unless I am stupid it doesn't tell you important stuff like "How much are their plans?" or what the inclusions are. Unfortunately I am on a HFC connection. I'll check out Exetel.
Quote from: 'gweidion' pid='129391' dateline='1719026483'Thanks Jeff.
Hmm unless I am stupid it doesn't tell you important stuff like "How much are their plans?" or what the inclusions are. Unfortunately I am on a HFC connection. I'll check out Exetel.
No you are not stupid. I used the filters to create a short list then checked out three (plus Telstra that I was on as a benchmark -Telstra came last). I would have liked if the comparison by Choice showed which ones offered home phone plans as some providers don't anymore.
I think I will bundle my mobile phone with Exetel too. They offer discounts for bundles and they have a plan similar to my existing, el cheapo Aldimobile plan that will save me a few dollars. They also use Telstra mobile network which is best when you live in a rural area.