[AusNOG] Telstra churn issue

[Joshua D'Alton]

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?)?
On 25 Feb 2016 3:10 pm, "David Vidos - NOVA iT GROUP" <
David.Vidos at novaitgroup.com.au> wrote:

> 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*
>
>
> [image: NOVAiTLogoRGB25]
>
>
>
> *Phone* +61 3 9999 3189 | *Fax* +61 9999 3190 | *Mobile* 0410 541 625 | *Service
> Desk* 1300 NOVA iT (6682 48)
>
> *E-Mail* david.vidos at novaitgroup.com.au | *Website* www.novaitgroup.com.au
>
> *Head Office *Suite 210, 12 Ormond Boulevard, Bundoora, Victoria,
> Australia, 3083
>
>
>
> Connect with us on Social Media!
>
> [image: fb] <https://www.facebook.com/novaitgroup>     [image: twitter]
> <https://twitter.com/novaitgroup>     [image: instagram]
> <https://www.instagram.com/novaitgroup/>     [image: linkedin]
> <https://au.linkedin.com/in/davidvidos>
>
> [image: logo_landscape_VIC]
> *CEO & Chairman*
>
>
>
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>
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