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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext;mso-fareast-language:EN-US">Thanks for all the useful responses.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<div>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#E36C0A">David Vidos<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">Head Honcho |
<b>NOVA iT GROUP<o:p></o:p></b></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F"><br>
<img width="212" height="63" style="width:2.2083in;height:.6562in" id="Picture_x0020_1" src="cid:image001.jpg@01D173B9.23E85DF0" alt="NOVAiTLogoRGB25"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">Phone</span></b><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F"> +61 3 9999 3189 |
<b>Fax</b> +61 9999 3190 | </span><b><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#E36C0A">Mobile</span></b><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#E36C0A"> 0410 541 625</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">
| <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;font-family:"Calibri",sans-serif;color:#7F7F7F">E-Mail</span></b><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">
</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#E36C0A"><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;font-family:"Calibri",sans-serif;color:#7F7F7F">
| <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;font-family:"Calibri",sans-serif;color:#7F7F7F">Head Office
</span></b><span lang="EN-US" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">Suite 210, 12 Ormond Boulevard, Bundoora, Victoria, Australia, 3083</span><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#E36C0A">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;font-family:"Calibri",sans-serif;color:#0563C1;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="Picture_x0020_2" src="cid:image002.png@01D173B9.23E85DF0" alt="fb"></span></a><span lang="EN-US" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">
</span><a href="https://twitter.com/novaitgroup"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#0563C1;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="Picture_x0020_3" src="cid:image003.png@01D173B9.23E85DF0" alt="twitter"></span></a><span lang="EN-US" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">
</span><a href="https://www.instagram.com/novaitgroup/"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#0563C1;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="Picture_x0020_4" src="cid:image004.jpg@01D173B9.23E85DF0" alt="instagram"></span></a><span lang="EN-US" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F">
</span><a href="https://au.linkedin.com/in/davidvidos"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="_x0000_i1032" src="cid:image005.png@01D173B9.23E85DF0" alt="linkedin"></span></a><span lang="EN-US" style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F"><img border="0" width="163" height="68" style="width:1.6979in;height:.7083in" id="Picture_x0020_5" src="cid:image006.jpg@01D173B9.23E85DF0" alt="logo_landscape_VIC"><br>
<b>CEO & Chairman<o:p></o:p></b></span></p>
</div>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext">From:</span></b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext"> AusNOG [mailto:ausnog-bounces@lists.ausnog.net]
<b>On Behalf Of </b>TWIG Solutions<br>
<b>Sent:</b> Thursday, 25 February 2016 5:23 PM<br>
<b>To:</b> ausnog@lists.ausnog.net<br>
<b>Subject:</b> Re: [AusNOG] Telstra churn issue<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><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:<o:p></o:p></p>
</div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<p>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?)?<o:p></o:p></p>
<div>
<p class="MsoNormal">On 25 Feb 2016 3:10 pm, "David Vidos - NOVA iT GROUP" <<a href="mailto:David.Vidos@novaitgroup.com.au">David.Vidos@novaitgroup.com.au</a>> wrote:<o:p></o:p></p>
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<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">Looking for some advice.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">We have a customer who has all his services bundled with Telstra, including Foxtel.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt;color:#E36C0A">David Vidos</span></b><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:10.0pt;color:#7F7F7F">Head Honcho |
<b>NOVA iT GROUP</b></span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:10.0pt;color:#7F7F7F"><br>
<img border="0" width="212" height="63" style="width:2.2083in;height:.6562in" id="_x0000_i1025" src="cid:image001.jpg@01D173B9.23E85DF0" alt="NOVAiTLogoRGB25"></span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:10.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt;color:#7F7F7F">Phone</span></b><span style="font-size:10.0pt;color:#7F7F7F">
<a href="tel:%2B61%203%209999%203189" 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><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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 href="mailto:david.vidos@novaitgroup.com.au">david.vidos@novaitgroup.com.au</a></span><span style="font-size:10.0pt;color:#7F7F7F"> |
<b>Website</b> <a href="http://www.novaitgroup.com.au/" target="_blank"><span style="color:#7F7F7F">www.novaitgroup.com.au</span></a></span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt;color:#7F7F7F">Head Office
</span></b><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F">Suite 210, 12 Ormond Boulevard, Bundoora, Victoria, Australia, 3083</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:10.0pt;color:#7F7F7F"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:10.0pt;color:#E36C0A">Connect with us on Social Media!</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://www.facebook.com/novaitgroup" target="_blank"><span style="font-size:10.0pt;color:#0563C1;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="_x0000_i1026" src="cid:image002.png@01D173B9.23E85DF0" alt="fb"></span></a><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F">
</span><a href="https://twitter.com/novaitgroup" target="_blank"><span style="font-size:10.0pt;color:#0563C1;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="_x0000_i1027" src="cid:image003.png@01D173B9.23E85DF0" alt="twitter"></span></a><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F">
</span><a href="https://www.instagram.com/novaitgroup/" target="_blank"><span style="font-size:10.0pt;color:#0563C1;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="_x0000_i1028" src="cid:image004.jpg@01D173B9.23E85DF0" alt="instagram"></span></a><span lang="EN-US" style="font-size:10.0pt;color:#7F7F7F">
</span><a href="https://au.linkedin.com/in/davidvidos" target="_blank"><span style="font-size:10.0pt;text-decoration:none"><img border="0" width="32" height="32" style="width:.3333in;height:.3333in" id="_x0000_i1029" src="cid:image005.png@01D173B9.23E85DF0" alt="linkedin"></span></a><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:10.0pt;color:#7F7F7F"><img border="0" width="163" height="68" style="width:1.6979in;height:.7083in" id="_x0000_i1030" src="cid:image006.jpg@01D173B9.23E85DF0" alt="logo_landscape_VIC"><br>
<b>CEO & Chairman</b></span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
</div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><br>
_______________________________________________<br>
AusNOG mailing list<br>
<a href="mailto:AusNOG@lists.ausnog.net">AusNOG@lists.ausnog.net</a><br>
<a href="http://lists.ausnog.net/mailman/listinfo/ausnog" target="_blank">http://lists.ausnog.net/mailman/listinfo/ausnog</a><o:p></o:p></p>
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<br>
<br>
<o:p></o:p></p>
<pre>_______________________________________________<o:p></o:p></pre>
<pre>AusNOG mailing list<o:p></o:p></pre>
<pre><a href="mailto:AusNOG@lists.ausnog.net">AusNOG@lists.ausnog.net</a><o:p></o:p></pre>
<pre><a href="http://lists.ausnog.net/mailman/listinfo/ausnog">http://lists.ausnog.net/mailman/listinfo/ausnog</a><o:p></o:p></pre>
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