[AusNOG] Telstra churn issue
TWIG Solutions
support at twig.com.au
Thu Feb 25 17:23:22 EST 2016
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).
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.
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.
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.
Mal
On 25/02/2016 3:19 PM, Joshua D'Alton wrote:
>
> 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
> <mailto: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*
>
>
> NOVAiTLogoRGB25
>
> *Phone*+61 3 9999 3189 <tel:%2B61%203%209999%203189> | *Fax* +61
> 9999 3190 | *Mobile*0410 541 625| *Service Desk* 1300 NOVA iT
> (6682 48)
>
> *E-Mail*david.vidos at novaitgroup.com.au
> <mailto:david.vidos at novaitgroup.com.au>| *Website*
> www.novaitgroup.com.au <http://www.novaitgroup.com.au/>
>
> *Head Office *Suite 210, 12 Ormond Boulevard, Bundoora, Victoria,
> Australia, 3083
>
> Connect with us on Social Media!
>
> fb <https://www.facebook.com/novaitgroup>twitter
> <https://twitter.com/novaitgroup>instagram
> <https://www.instagram.com/novaitgroup/>linkedin
> <https://au.linkedin.com/in/davidvidos>
>
> logo_landscape_VIC
> *CEO & Chairman*
>
>
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