Telstra promised Fibre to the house (FTTP) when I had FTTN and this is what happened [Part 2]
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Update 27th August 2018
I emailed Telstra the following (10 days after the TIO complaint expired)
(No answer was given)
Update 31st August 2018
Telstra called (11th contact) and said our old landline number may be ported in 2 weeks.
They also said they can’t give FTTP as promised or provide FTTP if we wanted to pay for it.
Update 4th Sep 2018
Telstra called and asked me to pay my bill. I have not been paying this (as advised by the Telecommunication Ombudsman). I updated the complaints team and they kindly zeroed the bill (thanks)..
Update: The bill now says our monthly fee (Aug) is $90+) instead of $79???
Update 10th Sep 2018
Our cat went missing 2 days ago and our microchip is linked to the dead landline number. Great 🙁
I updated our microchip details. I hope no-one tried to call.
Update 11th Sept 2018
Still our fault apparently and no sign of change inside Telstra from the Telstra leadership.
Update 8th Sep 2018
TIP: Our cat went missing and our Microchip records (our old landline number) is still down with Telstra. Never link a Telstra or landline number to a pet microchip.
UpdateFederal ministers Outreach and Responses
The Federal Communications Minister Senator the Hon Mitch Fifield (his Team) said they can’t do anything until the TIO case is closed. They also gave advice on taking this further after the TIO case is closed (satisfactorily or not).
My Federal minister the Member for New England the Hon Barnaby Joyce also said I can’t do anything with an open TIO case.
I tried arranging to close the case and the Telstra case manager denied this.
Update 12th Sep 2018
I noticed Telstra said we are now on a $40/m phone plan, previously we were on a PAYG plan $0/m.
Update 13th Sep 2018 (AM)
I called the case manager twice and got a voice mail. I have emailed the case manager 5x asking them to call back but no call.
I need to know
- Why we are on a $40/m landline plan (we were on $0 PAYG plan)
- Why we were SMS’ed an appointment to connect to the NBN next Monday.
- Bill outstanding (for us to pay), the current bill is $94.54, why not $79 plus 22c in calls?
Update 13th Sep 2018 (PM)
I called the TIO office and asked when a case manager will be assigned as the original TIO case expired 3.5 weeks ago. The TIO office said they have no ETA and they are backed up.
The TIO office is emailing Telstra to call me within 2 business days (next Monday). I will wait for Telstra to call. I asked Telstra to send me a bill.
> We have placed a request to port in your telephone as a separate service on a casual $40 plan, once the service is successfully ported we will change the service number on your existing bundle.
It’s weird you can’t port a number without a landline monthly charge???
Update 14th Sept 2018
>I have asked whether an appointment next Saturday (22/09/2018) is possible. I will let you know once I have an answer.
> I understand this is causing you a great amount of inconvenience, however I am advised that entry to your premises will be required as this will effectively be like a new connection.
> Once this service is connected, we will place a request to change the telephone number to ## #### ####.
I have asked Telstra if na NBN visit is required as I pre plugged in everything last time? I am happy to perform actions in my own home (router reboot etc).
I will update when I hear more.
Update 18th September 2018
Telstra called and said they cannot connect our old landline number until they disconnect us from NBN (data and phone) then we will need to wait 3 days and be reconnected. This is a limitation of NBN they said.
Update 18th of September 2018
The TIO SMSed’ me and said it will a few weeks until they can help, its been over 4 weeks so far.
Telstra have booked an NBN visit this Friday (news to me), I think Telstra need to work on appointments.
It’s now passed 75 emails too/from Telstra to get out landline back.
Update 20th Sep 2018
I have secured 11 days off work and informed Telstra of the days I will be home.
Waiting for an NBN appointment confirmation from Telstra.
I was going to recommend to the Telstra CEO to setup a better CRM to track clients and appointments but the Telstra CEO blocked me on Twitter
Update 21st Sep 2018
I took the morning off to be available for a mandatory morning NBN appointment, it’s 10:30am and still no sign of NBN.
I emailed Telstra twice and no answer.
I called my Telstra case manager and I just got voicemail.
I tweeted Telstra and no reply.
Twitter just replied:
Hey @Telstra is my NBN appointment still on today to reconnect my old landline? I am at home and no news, TIO case manager silent.
— Simon Fearby (Aussie DevSecOps) (@FearbySoftware) September 21, 2018
Apparently, Telstra cancelled today’s appointment and I was not aware of if.
Telstra rescheduled the technician’s visit to next month.
I requested a new case manager.
1pm and Telstra technician in Tamworth called, it appears they forgot to tell him the call was cancelled.
He said he just needed to set up the router, I said it is currently set up, synced and working. Video to come.
Update 2pm (router is already working).
Update 24th of September 2018
Dead landline and wry poor data speeds, reported to Telstra twitter team.
No link or phone line.
This is not 50/20 network speeds.
25th Sept 2018 Update
Still no landline dial tone and slow data speeds.
Telstra on Twitter said try live chat.
Live chat was fun (4 departments), first they though I had fibre. I convinced them I had FTTP.
Telstra gave a wrong number with no option 3to talk to a case manager.
Please contact billing.
The appointment has been moved to 1/10/2018?
Update 26th September 2018
I received an SMS asking me to plug my router in tomorrow. I called Telstra and they said the landline and a data is being connected tomorrow and not on the 1st of October???
I emailed our case manager 5 times asking for a remedy timeline.
Update 27th September 2018
Our landline is back and our data is working but no services are attached to our account??
I hope this guide helps the Telstra complaints team.
Continue onto Part 5 (or go back to Part 3)
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