[AusNOG] ITNEWS: Telstra retail staff caught cancelling ISP orders

[Joseph Goldman]

Telstra Wholesale actually issued the LOSS with a Voice Work reason. 
It's not that we simply noticed the service not working, in which case 
we would log a fault, but that a loss had been reported and the service 
was no longer 'active' to log a fault on. In this instance, our only 
success of having reinstated without cost was for the EU to talk to 
Telstra direct.


On 23/06/13 12:20, Jeremy Visser wrote:
> On 23/06/13 11:21, Joseph Goldman wrote:
>> While we're on the Telstra bashing bandwagon, a recent incident of ours
>> had a customer having some voice work done to their PSTN (Which they
>> rent via Telstra retail directly, DSL through us).
>>
>> They removed the codes from the line while fixing the voice line and
>> didn't replace them. This is frustrating, annoying and common enough as
>> it is, in this case we tell the EU to call Telstra and 'demand' they put
>> the codes back on the line, or else we would have to charge the new
>> setup, which they understandably are quite unhappy about.
> I fail to see why you couldn’t handle this on your end, being a TW
> customer, and instead asked the customer to fight with Telstra on the
> retail PSTN side for what was clearly a DSL fault.
>
> I had the exact same situation for three customers in the last three
> months (PSTN through Telstra Retail, DSL through my work, DSL codes
> getting dropped after a PSTN fault was logged by the end user).
>
> Each time, I was able to log a DSL fault with LOLS, and it was fixed
> within a matter of hours.
>
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