Hi,
I have moved to a TV area and have requested a move from my old adsl to TV which at the time was fine. The person bundled it just like previously. A few weeks passed and then the technician came out as planned and everything went well there. I also have my internal network set up both wired and wireless.
The problem came when the Internet was not active on the day it should have been. Being a Friday I waited until the Monday arvo to call just in case. Since then I have called Telstra several times and twice I was told the same thing, the other times I was not helped at all for various reasons which honestly just sounded like the operator had no idea how to help and wanted to end the call.
The 2 matching stories was that there was an error disconnecting my old adsl at the previous address which stopped the whole thing. Both times I was told that "back of house" was Dealing with it already and I should wait 48 hours, which I did to no avail. I asked to speak with "back of house" but that's not a thing (fair enough). I asked for info on the error but was told "I don't know".
My question is why does Telstra think it is ok to stop the whole process because of an issue disconnecting my old line? Surely I could be connected at the new address while the other is sorted out? And seriously, how hard is disconnecting the other address? The only thing I can think of is I'm not connected to the correct exchange as it was "full" when I moved there.
It's been over a month since I first rang, Internet is now 11 days overdue. Does anyone have any suggestions for what I should do other than wait?
I have moved to a TV area and have requested a move from my old adsl to TV which at the time was fine. The person bundled it just like previously. A few weeks passed and then the technician came out as planned and everything went well there. I also have my internal network set up both wired and wireless.
The problem came when the Internet was not active on the day it should have been. Being a Friday I waited until the Monday arvo to call just in case. Since then I have called Telstra several times and twice I was told the same thing, the other times I was not helped at all for various reasons which honestly just sounded like the operator had no idea how to help and wanted to end the call.
The 2 matching stories was that there was an error disconnecting my old adsl at the previous address which stopped the whole thing. Both times I was told that "back of house" was Dealing with it already and I should wait 48 hours, which I did to no avail. I asked to speak with "back of house" but that's not a thing (fair enough). I asked for info on the error but was told "I don't know".
My question is why does Telstra think it is ok to stop the whole process because of an issue disconnecting my old line? Surely I could be connected at the new address while the other is sorted out? And seriously, how hard is disconnecting the other address? The only thing I can think of is I'm not connected to the correct exchange as it was "full" when I moved there.
It's been over a month since I first rang, Internet is now 11 days overdue. Does anyone have any suggestions for what I should do other than wait?