Whirlpool

So basically, my end goal at the moment is to be connected to Naked ADSL. Thats all... not so simple though.

My street at an irregular name, which would not allow service providers to proceed with an order until I have a phone line connected (kinda defeats the point of Naked, I know). This house has been connected before (has phone jacks around the place) so I didn't think it would be that hard to get an active phoneline, hook up to Naked, then disconnect.

I call up Telsta and as my goal is basically to have a phone line for the shortest and cheapest amount of time possible, ask to get hooked up to the BudgetHome Plan ($21 a month).

The Sales Rep takes down my order, and originally talking he says it will probably require a tech visit ($125 connection fee) but he'll need to check. When he gets to the final part of the order, he says that it can all be connected easily and will only cost $59. $60 for a connection fee? I can deal with that. Hell, I would of been ok with $125. Fantastic.

No, not really.

This morning, as my hand approaches the doornob to leave for work (making good time in the morning too, I might add) I get a call on my mobile. "Hi this is XXX from Telsta, I'm going to be over in a bit to install your service" Me: "...huh? Telstra said I wouldnt need one". Telsta booked a tech to come out and set up the line.. wierd.

I had to stay at home waiting for him to come over (for a contractor, he was actually quite good. Over at 8:20am, gone by 10am) He comes over, does his thing and the phone line is connected.

While he was working, I made a number of attempts to call Testra between 8:00am and 8:40am (all cases told me to call back during business days after 8am – I roll my eyes).

After I get to work, 3 hours late which will probably have to come out of my annual leave, I call up Telstra and speak to another customer service rep who says that while it was originally booked as a simple hook up, it was determined that an entire new line would need to go in and I was going to be charged $299 for it. If I want to challenge this I would need to wait 24 hours for the work to be lodged with the system.

So a tech was booked without my knowledge, I am out a portion of my annual leave, my bill is 500% greater then what I was quoted because someone determined something without consulting me or gaining my consent.

What. The. F&^%?

Any advise on what to do WPers?

Silent89 writes...

Any advise on what to do WPers?

You let the tech in. You provided consent.

canon1d writes...

You let the tech in. You provided consent.

exactly

Try http://www.telstra.com.au/abouttelstra/commitments/telstra-complaints-policy.cfm

Silent89 writes...

My street at an irregular name, which would not allow service providers to proceed with an order until I have a phone line connected

Probably not going to help you now, but did you try with iiNet?

Do I need to have an active phone line to sign up for Naked DSL?

You don't need to have an active phone line for Naked DSL – only a copper wire laid all the way from the telephone exchange to your premises

https://iihelp.iinet.net.au/Signing_up_for_Naked_DSL#toc_14

Thankyou Viper, for actually providing some useful advise.

I did look at iiNet, and as much as I want to join them to support their protest against the proposed filter, uploads counting towards a quota is a deal breaker. I had enough of that with Bigpond Cable.

In regards to my phone line issues:

I called Telstra this morning to query it. Explained the situation to the cust. service rep and stated that I did not believe I should be accountable for the excess charges. To my suprise he checked it out, agreed that as I was never advised a tech would be required or that any changes to the order were made I would not be held liable for the excess cost and would be charged the original $59.

So I suppose In summary:

Telstra Sales – Useless.
Customer Service – Useful.
Voice Recognition Telephone Menus – I hope whoever implemented that system pays dearly for it.

Silent89 writes...

Voice Recognition Telephone Menus – I hope whoever implemented that system pays dearly for it.

This was part of Mr Trujillo's Transformation project.

And yes we paid very dearly for it. His astonishing benefits package is on public record.

canon1d writes...

You let the tech in. You provided consent.

Not knowingly and willingly he didn't. Therefore, no consent.

thts just stupid, offcourse its providing consent

Sir Garnet writes...

His astonishing benefits package is on public record.

Should be on the shame file though!