[AusNOG] Optus Technical Support

[Luke Thompson]

I'd agree with you however the corporate/business customers we have are 
indeed on business-grade services, and as such as have account managers 
and escalation procedures we can utilise for their services.

This is a residential service for a small customer, so we don't have the 
options we usually would. Needless, I've had some off-list joy and 
progress is promising already.

Luke Thompson
Systems Administrator

P: 1800 838 505
M: 0420 320 930
W: https://www.inksystems.com.au

Ink Systems :: Managed IT Solutions

On 26/02/2016 1:43 PM, Joseph Goldman wrote:
> Then you'd need to go through the normal, annoying channels. This is 
> where teaming up with an ISP you trust can be helpful as a dealer so 
> you can get some things fast tracked. Most of my customers complain 
> about my price and bundling options not being competitive to Dodo, 
> TPG, Optus or even Telstra, but when they are on hold for 30-60minutes 
> + and need 5 phone calls for one issue vs my usual <3 minute wait time 
> and majority first call resolution, I've had more than a few come back.
>
> Or alternatively, buy a business service, if the service is critical 
> and can't afford the slow downs etc.
>
> On 26/02/16 13:32, Luke Thompson wrote:
>> Noel,
>>
>> We do not have an account manager as we do not push our customers 
>> towards Optus; we are merely completing a request made by a customer 
>> of ours, of whom also does not have an account manager.
>>
>> Regards,
>>
>> Luke Thompson
>> Systems Administrator
>>
>> P: 1800 838 505
>> M: 0420 320 930
>> W: https://www.inksystems.com.au
>>
>> Ink Systems :: Managed IT Solutions
>>
>> On 26/02/2016 1:28 PM, Noel Butler wrote:
>>> On 26/02/2016 11:52, Luke Thompson wrote:
>>>> Hello all,
>>>>
>>>> We're needing to perform a Category A port out of Optus and a Category
>>>> A port in to Optus. (Customer swapping numbers with someone else,
>>>> mutual agreement)
>>>>
>>>> As I write this email, the phone is ticking over the 2 hour mark.
>>>> Having travelled through 8 departments and supervisors, I have still
>>>> not yet reached anyone able to resolve my query.
>>>>
>>>> Is there a number to call to reach decent (preferably on-shore)
>>>> technical support who are able to follow these requests through?
>>>>
>>>> Telstra has one which we use, however we only have Optus details for
>>>> Coaxial and Mobile business-grade support, nothing DSL/residential.
>>>>
>>>> Thank you in advance.
>>>>
>>>> Regards,
>>>
>>> your account manager
>>>
>>
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