I find myself in the same situation I have been in the last three times i have moved house. Telstra and their inability to know anythign about their own networks.
So a month+ ago now, I was moving house. I used the Telstra webchat to enq with sales about my new address to see if i could get cable. The whole street is cable and there is a cable port in the house (telstra branded). Two chat sales reps said the house can get Velocity which is what i wanted to maintain. So, sweet! I signed my lease.
Then the next day i call to connect, sorry ADSL only. The port is apparently foxtel satelite. Ok, cool... So I see on the Tesltra Crowdsupport there is a post about Commercial Quotes and how to arrange. SO i arrange one.
4 weeks now and not a single thing has happened. No1 has called me. No1 has called the body corportate. Every time i call i am told to provide Body Corp info, which I did 4 weeks ago and do every time they ask. My body corp are lovely, and said that telstra have not called or contacted them and will update me if they do. Telstra have done nothing.
A week ago, i was told they are going to contact themand they would let me know by today. Again, i had to make contact with telstra as they have zero capabilities of honoring commitments. My complaint case manager advised me that i "cancelled the request two days ago". No i didnt. I asked if she could make it happen, she told me "its none of my business anyway because im rendting and its between the body corp and telstra", cool ok... So can you please call the body corp like you promised?
The rep advised me that i cant speak to her manager. 5 times she said no. She hasnt booked my commercial quote. She said she basically wasnt going to do anything further and she cant help me and i cant complain because i have no right to. I asked if i should call the TIO, she told me they wont help me either and that calling them is a waste of time.
I dont want money. I am a 10 year + telstra customer. I am happy to pay for premium services, but lets be honest your customer service is probably the worst in Australia. Your note systems are non existant, every time i start over again even though i have all of my reference numbers. You cant look up addresses properly. You have no idea where your networks are. Your reps make up information to to shut me up, and i mean silly silly things that just dont add up. I give you guys info and you dont record it. Isnt it a legal requirement that you record interactions? I have! I have my recordings and chat conversations... Do I have to ask the TIO why telstra are not following industry regulations on recording actions on my account?
Please, someone tell me what to do here. I just want Telstra to send the tech out that the promised 4 weeks ago to inspect the property and tell me if I am wasting my time or not... well sorry, I am certainly wasting my time... but hopefully with end in sight...
If this helps: 1-665865147703