Telstra promised Fibre to the house (FTTP) when I had FTTN and this is what happened [Part 2]
Update 27th August 2018
I emailed Telstra the following (10 data after the TIO complaint expired)
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
Our cat went missing and our Microchip records (our old landline number) is still down with Telstra.
Update (todo) Federal 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 manger 5x asking thme 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), 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 a 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.
fyi: WiFi Research
I found this Telstra Wifi Page:
I Downloaded the Telstra home Dashboard App https://play.google.com/store/apps/details?id=com.telstra.wifidiag
- ACCC report on NBN speed show some customers aren’t getting what they paid for.
- NBN Co considering mechanisms to slow down heavy NBN users (Gamers)? Will Netflix users be next? This sounds like modem dial-up days and low quotas again 🙁
- Better Internet For Rural, Regional And Remote Australia (BIRRR) volunteers helping fix NBN connections – IT Wire
- NBN backflips on 1 gigabit speed promise
- Telstra’s full-year profit falls 8pc to $3.6 billion as NBN rollout erodes business
- Telstra offers to compensate 42,000 customers for slow NBN speeds
- NBN came in like a wrecking ball, and worse is to come
- TIO Complaint Handling Procedure
I hope this guide helps the Telstra complaints team.
Conclusion so far
I must say the Telstra Social media team have been great, they have passed information onto the various teams. Unfortunately, they are unable to help in depth (restricted by Telstra?).
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