[AusNOG] Telstra churn issue

[David Vidos - NOVA iT GROUP]

Looking for some advice.

We have a customer who has all his services bundled with Telstra, including Foxtel.

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.

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.

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.

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.

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.

Is his only option to go to the TIO or is there a department inside Telstra that could help?

David Vidos
Head Honcho | NOVA iT GROUP

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