Hi.
So, before I start this I'd like to know if anyone knows if any Telstra Reps frequent either whirlpool or reddit that have the power and authority to do something? (I highly doubt it but I thought I'd ask)
So I've been with a few different ISP before, including Telstra previously, but I've never seen such TERRIBLE, horrible service in my life.
I Signed up for an $89 Telstra Cable Internet Phone Bundle Plan on the 23rd of January. Store Rep at the shop calls up, checks with the system, etc, books an appointment for the 31st of January. I let him know that there's no cable wall socket at the house beforehand. Anyways moving on, 31st of January, technician rocks up, but he's only to install the landline, as he isn't certified in Cable. We make a phone call after he's finished installing our landline and we're told by Telstra that we have to wait until the 20th of February for the next avalible technician appointment. So we obviously make a complaint, numerous actually to both TIO and Telstra.
Note: We've already had numerous promises with Telstra regarding technician appointments to get our cable installed, but none of them have followed through. They also didn't inform us, nor notify us that our appointments that they promised for the internet had been cancelled, and we basically called a day before the scheduled date to check the time the technician was supposed to arrive and only then were we told that out INTERNET service had been CANCELLED, without being informed or told why...
Telstra finally assigns us a case manager sometime in Feb, but this case manager isn't very helpful. She is intentionally ignoring our calls, dodging our calls, and is always unavailable. Also very rude at some times. We aren't given a direct line to contact the case manager and everytime we call the line, we have to enter a pin, get told that she isn't avalible, so we ask to get them to request a callback from her, in addition, we ask to speak to somebody else that can help us, since there are two case managers there, but they won't let us. Anyways, since we aren't able to contact this case manager, we can only await her call. When she does call, she basically isn't very helpful, nor knowledgeable, and isn't willing to hear us out, and basically only says what she wants then puts down the phone.
So after complaining for a LONG time, she finally tells us to buy an interim dongle device so that we can use internet in the meantime. She agreed to reimburse us for the cost, but she actually didn't and refuses to reimburse us, when asked. Anyways if that isn't bad enough, the interim device is faulty or something, and the data disappears overnight after using 2GB. We weren't provided with data, we were just using the 30GB that was included from the $99 dongle we purchased.
TIO notifies us that it will be a 10 Week Wait as our case has been escalated to level 2 and that was the earliest timeframe for a case manager to be assigned to us. By the time TIO assigns us a case manager it will already be close to 3 months...
Moving on, the Case manager finally decides to give us data, after constant complaining when she manages to call. When I say complaining, I basically mean me trying to explain to her that we don't have an internet connection since January, and basically she refuses to listen and ignore us. Anyways, finally manage to convince her, or maybe it was TIO who knows, to give us data. She offers us a pitful 5GB of data to use, and after complaining at the amount, she would not give us more than 10GB. So we're forced to take it, and once again, the data disappears, case manager has already hung up.
I finally get sick of this shit, interim dongle device is eating data that I haven't used, Telstra is of no help to us when calling them to complain and investigate the device, case manager dodging and avoiding our call, we finally go back to the shop we signed the plan with and the rep that signed the contract with us is VERY HELPFUL. He basically tells us that he is unable to do anything because only the case manager has the authority to do anything. He finds out that data is disappearing/not registering simply because somebody didn't make sure the data actually went through, and that the data recharge kept failing. The store rep, basically tells us to give him the number and pin to the case manager and that he will make sure that the case manager calls us back to give us data. We also update the TIO case with the relevant information, and the following evening we finally get a call from the Case manager to give us 50GB of data. Note, by the time we were given data, it was basically the end of FEB, starting of March.
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