<html>
<head>
<meta content="text/html; charset=utf-8" http-equiv="Content-Type">
</head>
<body bgcolor="#FFFFFF" text="#000000">
<div class="moz-cite-prefix"><br>
<br>
Just had a very similar issue. Mine was that an ISP unknown
applied for a service at an address (that was incorrect) and
"Forcibly terminated" (according to Telstra's terms) my client
(Telstra Business customer).<br>
<br>
Telstra refused to reconnect as my client (who had been connected
or 2 years) as he had apparently moved or changed address without
him knowing and so we had to make-up a new address for them to
reconnect. Then they said, well, that's going to be a new
connection thanks (even though, same number, same Telstra Internet
Business Account, Same username and Passwd) at $250 from memory.
Well, needless to say, that's when I hit the roof as I am an
authorised contact for the client.<br>
<br>
Then reconnection day came... Installer/Liney arrives and says,
I cant do this, the service goes via a RIM, sorry, I'll get the
phone going, but your ADSL wont work until they redesign the path
to be direct from exchange. I finally spoke to the most helpful
guy in Telstra (yes a local) and 3 days later, re-jumpered direct
and all working. Total outage for my client just shy of 3 weeks.
And no compensation and very nearly a reconnection fee! Total
time on phone to various OS no-help desks 5 hours.<br>
<br>
This was a Telstra business customer with me driving it, I can't
imagine how a residential user would get on in such a situation,
they would end up with a new number, new account and a connection
fee and no doubt longer than 3 week outage.<br>
<br>
<br>
Mal<br>
<br>
<br>
<br>
On 25/02/2016 3:19 PM, Joshua D'Alton wrote:<br>
</div>
<blockquote
cite="mid:CAMtDJDJJfUvT-_LnuVUXSOS-Q37qepBBAxa-nrefxx2T0N2NLw@mail.gmail.com"
type="cite">
<p dir="ltr">Aren't there supposed to be some safeguard and checks
to prevent this...? I thought they had to check the phone number
wasn't used at a different address (which is the case here
yes?)?<br>
</p>
<div class="gmail_quote">On 25 Feb 2016 3:10 pm, "David Vidos -
NOVA iT GROUP" <<a moz-do-not-send="true"
href="mailto:David.Vidos@novaitgroup.com.au">David.Vidos@novaitgroup.com.au</a>>
wrote:<br type="attribution">
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
<div link="#0563C1" vlink="#954F72" lang="EN-AU">
<div>
<p class="MsoNormal"><span lang="EN-US">Looking for some
advice.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">We have a customer
who has all his services bundled with Telstra,
including Foxtel.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Last week, his
internet suddenly stopped working. An authentication
issue for Foxtel started appearing. A call to
Telstra, and they came back with it looks like your
landline has been hijacked.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Following this,
Telstra reported it would be all operational within 24
hours. Since then, we have spent over 7.5 hours
trying to find why the internet connection is no
longer working.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Finally, after
being pushed back and forth between
Telstra/Foxtel/Bigpond, we were able to get
information from Bigpond that basically told us the
ADSL codes on the line are Foxtel Management codes.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">We then called
Foxtel, and found (after they explicitly told us
no-one can look that up), that we were wrong and
Bigpond were wrong. However, when I asked them to run
a test on the line, and they eventually agreed, they
transferred me again, and the next person admitted it
appears that another customer churned to Foxtel, but
provided the wrong phone number.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">So, what are our
options? We’ve got a customer who has had no internet
for over a week, plus tech support costs to get this
resolved. Foxtel have said “no compensation”. The
customer is rightfully upset.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Is his only option
to go to the TIO or is there a department inside
Telstra that could help?</span></p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><b><span
style="font-size:10.0pt;color:#e36c0a">David Vidos</span></b></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;color:#7f7f7f">Head Honcho |
<b>NOVA iT GROUP</b></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;color:#7f7f7f"><br>
<img src="cid:part2.06060906.05070007@twig.com.au"
alt="NOVAiTLogoRGB25" height="63" width="212"></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;color:#1f497d"> </span></p>
<p class="MsoNormal"><b><span
style="font-size:10.0pt;color:#7f7f7f">Phone</span></b><span
style="font-size:10.0pt;color:#7f7f7f"> <a
moz-do-not-send="true"
href="tel:%2B61%203%209999%203189"
value="+61399993189" target="_blank">+61 3 9999 3189</a>
|
<b>Fax</b> +61 9999 3190 | </span><b><span
style="font-size:10.0pt;color:#e36c0a">Mobile</span></b><span
style="font-size:10.0pt;color:#e36c0a"> 0410 541 625</span><span
style="font-size:10.0pt;color:#7f7f7f"> | <b>Service
Desk</b> 1300 NOVA iT (6682 48)</span></p>
<p class="MsoNormal"><b><span
style="font-size:10.0pt;color:#7f7f7f">E-Mail</span></b><span
style="font-size:10.0pt;color:#7f7f7f">
</span><span style="font-size:10.0pt;color:#e36c0a"><a
moz-do-not-send="true"
href="mailto:david.vidos@novaitgroup.com.au"
target="_blank"><span style="color:#e36c0a"><a class="moz-txt-link-abbreviated" href="mailto:david.vidos@novaitgroup.com.au">david.vidos@novaitgroup.com.au</a></span></a></span><span
style="font-size:10.0pt;color:#7f7f7f"> | <b>Website</b>
<a moz-do-not-send="true"
href="http://www.novaitgroup.com.au/"
target="_blank"><span style="color:#7f7f7f">www.novaitgroup.com.au</span></a></span></p>
<p class="MsoNormal"><b><span
style="font-size:10.0pt;color:#7f7f7f">Head Office
</span></b><span
style="font-size:10.0pt;color:#7f7f7f" lang="EN-US">Suite
210, 12 Ormond Boulevard, Bundoora, Victoria,
Australia, 3083</span><span
style="font-size:10.0pt;color:#7f7f7f"></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;color:#7f7f7f"> </span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;color:#e36c0a" lang="EN-US">Connect
with us on Social Media!</span></p>
<p class="MsoNormal"><a moz-do-not-send="true"
href="https://www.facebook.com/novaitgroup"
target="_blank"><span
style="font-size:10.0pt;color:#0563c1;text-decoration:none"><img
src="cid:part6.02010800.05070007@twig.com.au"
alt="fb" border="0" height="32" width="32"></span></a><span
style="font-size:10.0pt;color:#7f7f7f" lang="EN-US">
</span><a moz-do-not-send="true"
href="https://twitter.com/novaitgroup" target="_blank"><span
style="font-size:10.0pt;color:#0563c1;text-decoration:none"><img
src="cid:part8.00050206.08020104@twig.com.au"
alt="twitter" border="0" height="32" width="32"></span></a><span
style="font-size:10.0pt;color:#7f7f7f" lang="EN-US">
</span><a moz-do-not-send="true"
href="https://www.instagram.com/novaitgroup/"
target="_blank"><span
style="font-size:10.0pt;color:#0563c1;text-decoration:none"><img
src="cid:part10.05060808.03000700@twig.com.au"
alt="instagram" border="0" height="32" width="32"></span></a><span
style="font-size:10.0pt;color:#7f7f7f" lang="EN-US">
</span><a moz-do-not-send="true"
href="https://au.linkedin.com/in/davidvidos"
target="_blank"><span
style="font-size:10.0pt;color:blue;text-decoration:none"><img
src="cid:part12.07050002.08070006@twig.com.au"
alt="linkedin" border="0" height="32" width="32"></span></a><span
style="font-size:10.0pt;color:#7f7f7f" lang="EN-US"></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;color:#7f7f7f"><img
src="cid:part14.05000805.02080805@twig.com.au"
alt="logo_landscape_VIC" border="0" height="68"
width="163"><br>
<b>CEO & Chairman</b></span></p>
<p class="MsoNormal"> </p>
</div>
</div>
<br>
_______________________________________________<br>
AusNOG mailing list<br>
<a moz-do-not-send="true"
href="mailto:AusNOG@lists.ausnog.net">AusNOG@lists.ausnog.net</a><br>
<a moz-do-not-send="true"
href="http://lists.ausnog.net/mailman/listinfo/ausnog"
rel="noreferrer" target="_blank">http://lists.ausnog.net/mailman/listinfo/ausnog</a><br>
<br>
</blockquote>
</div>
<br>
<fieldset class="mimeAttachmentHeader"></fieldset>
<br>
<pre wrap="">_______________________________________________
AusNOG mailing list
<a class="moz-txt-link-abbreviated" href="mailto:AusNOG@lists.ausnog.net">AusNOG@lists.ausnog.net</a>
<a class="moz-txt-link-freetext" href="http://lists.ausnog.net/mailman/listinfo/ausnog">http://lists.ausnog.net/mailman/listinfo/ausnog</a>
</pre>
</blockquote>
<br>
</body>
</html>