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<p class="MsoNormal"><span lang="EN-US">Looking for some advice.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">We have a customer who has all his services bundled with Telstra, including Foxtel.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></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.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></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.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></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.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></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.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></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.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></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><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:#E36C0A;mso-fareast-language:EN-AU">David Vidos<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">Head Honcho |
<b>NOVA iT GROUP<o:p></o:p></b></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU"><br>
<img width="212" height="63" id="Picture_x0020_1" src="cid:image001.jpg@01D16FDE.7D86E3B0" alt="NOVAiTLogoRGB25"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D;mso-fareast-language:EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">Phone</span></b><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU"> +61 3 9999 3189 |
<b>Fax</b> +61 9999 3190 | </span><b><span style="font-size:10.0pt;color:#E36C0A;mso-fareast-language:EN-AU">Mobile</span></b><span style="font-size:10.0pt;color:#E36C0A;mso-fareast-language:EN-AU"> 0410 541 625</span><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">
| <b>Service Desk</b> 1300 NOVA iT (6682 48)<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">E-Mail</span></b><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">
</span><span style="font-size:10.0pt;color:#E36C0A;mso-fareast-language:EN-AU"><a href="mailto:david.vidos@novaitgroup.com.au"><span style="color:#E36C0A">david.vidos@novaitgroup.com.au</span></a></span><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">
| <b>Website</b> <a href="http://www.novaitgroup.com.au/"><span style="color:#7F7F7F">www.novaitgroup.com.au</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">Head Office
</span></b><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">Suite 210, 12 Ormond Boulevard, Bundoora, Victoria, Australia, 3083</span><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;color:#E36C0A;mso-fareast-language:EN-AU">Connect with us on Social Media!<o:p></o:p></span></p>
<p class="MsoNormal"><a href="https://www.facebook.com/novaitgroup"><span style="font-size:10.0pt;color:#0563C1;mso-fareast-language:EN-AU;text-decoration:none"><img border="0" width="32" height="32" id="Picture_x0020_2" src="cid:image002.png@01D16FDE.7D86E3B0" alt="fb"></span></a><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">
</span><a href="https://twitter.com/novaitgroup"><span style="font-size:10.0pt;color:#0563C1;mso-fareast-language:EN-AU;text-decoration:none"><img border="0" width="32" height="32" id="Picture_x0020_3" src="cid:image003.png@01D16FDE.7D86E3B0" alt="twitter"></span></a><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">
</span><a href="https://www.instagram.com/novaitgroup/"><span style="font-size:10.0pt;color:#0563C1;mso-fareast-language:EN-AU;text-decoration:none"><img border="0" width="32" height="32" id="Picture_x0020_4" src="cid:image004.jpg@01D16FDE.7D86E3B0" alt="instagram"></span></a><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU">
</span><a href="https://au.linkedin.com/in/davidvidos"><span style="font-size:10.0pt;color:blue;mso-fareast-language:EN-AU;text-decoration:none"><img border="0" width="32" height="32" id="_x0000_i1026" src="cid:image005.png@01D16FDE.7D86E3B0" alt="linkedin"></span></a><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#7F7F7F;mso-fareast-language:EN-AU"><img border="0" width="163" height="68" id="Picture_x0020_5" src="cid:image006.jpg@01D16FDE.7D86E3B0" alt="logo_landscape_VIC"><br>
<b>CEO & Chairman<o:p></o:p></b></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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