[AusNOG] Telstra churn issue

Tue Mar 1 13:06:17 EST 2016

Thanks for all the useful responses.

David Vidos
Head Honcho | NOVA iT GROUP

[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<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

From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of TWIG Solutions
Sent: Thursday, 25 February 2016 5:23 PM
To: ausnog at lists.ausnog.net
Subject: Re: [AusNOG] Telstra churn issue

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

_______________________________________________
AusNOG mailing list
AusNOG at lists.ausnog.net<mailto:AusNOG at lists.ausnog.net>
http://lists.ausnog.net/mailman/listinfo/ausnog

_______________________________________________

AusNOG mailing list

AusNOG at lists.ausnog.net<mailto:AusNOG at lists.ausnog.net>

http://lists.ausnog.net/mailman/listinfo/ausnog

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.ausnog.net/pipermail/ausnog/attachments/20160301/38f8cc73/attachment.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.jpg
Type: image/jpeg
Size: 3231 bytes
Desc: image001.jpg
URL: <http://lists.ausnog.net/pipermail/ausnog/attachments/20160301/38f8cc73/attachment.jpg>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image002.png
Type: image/png
Size: 2150 bytes
Desc: image002.png
URL: <http://lists.ausnog.net/pipermail/ausnog/attachments/20160301/38f8cc73/attachment.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image003.png
Type: image/png
Size: 2462 bytes
Desc: image003.png
URL: <http://lists.ausnog.net/pipermail/ausnog/attachments/20160301/38f8cc73/attachment-0001.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image004.jpg
Type: image/jpeg
Size: 1474 bytes
Desc: image004.jpg
URL: <http://lists.ausnog.net/pipermail/ausnog/attachments/20160301/38f8cc73/attachment-0001.jpg>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image005.png
Type: image/png
Size: 1301 bytes
Desc: image005.png
URL: <http://lists.ausnog.net/pipermail/ausnog/attachments/20160301/38f8cc73/attachment-0002.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image006.jpg
Type: image/jpeg
Size: 8816 bytes
Desc: image006.jpg
URL: <http://lists.ausnog.net/pipermail/ausnog/attachments/20160301/38f8cc73/attachment-0002.jpg>