You can depend on Telstra to do the (insert a word) thing

[JeffH]

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.

[JeffH]

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.

[Unicorn]

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).

[JeffH]

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.

[Basilstate]

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.

[JeffH]

Judging from her accent Ezra from Telstra is probably in the Philippines. Line was quite noisy but her voice was reasonably clear.

[Unicorn]

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.

[Unicorn]

AJ's going well, like us all he'll be glad when the lockdown is over, he said to say Hi  :winkextra:

[JeffH]

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. A bit ridiculous considering the apparent triviality of the problem.

[gweidion]

Well at least White Pages should speak with you because you are a "business".

[JeffH]

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 

[video=youtube]https://www.youtube.com/watch?v=Cy829tjrPKs[/video]

[gweidion]

Well at least you managed to get it fixed. Well done for your perseverance.

[JeffH]

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.

[Pedro]

Could well be both Jeff  :fie: . 

Just think what the proposed reduction in staffing will do  :dash1: . Highly unlikely the "service" will improve.

Pedro

[gweidion]

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.