Tired of speaking to support staff in India and not understanding a word they said, and other ridiculous issues with Optus cable service (mistakes on the bills etc)...On the 3rd April I filled in an online form at telstra.com.au to switch from Optus to Telstra, as I wanted to use ADSL2+ at the Rose BAy exchange - I paid $125 using c/c. I was informed by the site this would take around 21 days.

After 30 days I hadn't heard anything so I called Telstra wholesale and they gave me a reference number and said that a technican has been booked and they would be out in a week or so. Then 2 weeks later I still hadn't heard anything so rang Telstra again and they gave me the same reference number, however this time they said that the connection was on a port (??) and that this was being handled by some company called ReachOut.

I called them straight away and the girl I spoke to there told me that the reference number that Telstra had given me was for a business phone connection I had made with Telstra back in 2006 (and since disconnected) and was completely unrelated to my new request, which was not on the system at all. She explained that the "switch to Telstra" online form at telstra.com.au is 'like a black-hole', she said that if you use this form nothing happens - at all. And that there is a bucket of money sitting there from people who have filled in the online form and nothing has been actioned!! LOL

She then set me up and told me that it would take another 21-30 days to have this moved to Telstra.

I am lost for words!

unbelievable..

oh wait u said telstra.. believable.

maxydog writes...

the reference number that Telstra had given me was for a business phone connection I had made with Telstra back in 2006 (and since disconnected) and was completely unrelated to my new request,

So someone did a new connection for a phone line just like you were moving into the property. Silly buggers.

She explained that the "switch to Telstra" online form at telstra.com.au is 'like a black-hole', she said that if you use this form nothing happens - at all. And that there is a bucket of money sitting there from people who have filled in the online form and nothing has been actioned!! LOL

Well, not quite. The switch to Telstra site can issue churns (resold Telstra exchange customers) very quickly and efficiently. However, it does not support Local Number Portability (LNP - beit it ULL or not). What is meant to happen is an outbounding team in Telstra is meant to call you back to organise the fix-up (Porting reqqires account numbers and perhaps a tech visit).

Lots of customers don't put contact numbers in there and sometimes calls are only made back onto your number during business hours (when you're not at home) and since they don't leave a message you've got no idea.

It's a shame, but with the new improvements that Telstra is rolling out over the next few months, I hope this'll be improved!

and told me that it would take another 21-30 days to have this moved to Telstra

That's the shocking part of LNP - there's several steps of a ULL LNP that are s l o w. The account number gets sent to Optus - they generally reply saying OK in around 5 working days. Telstra must then give Optus 10 days notice (via Telstra Wholesale) so that the cancellation of the line can take place and be aligned with a direct Telstra line (a little bit like moving houses, but out and in your own) - when you add a couple of weekends in there, it's 21 days.

Hope that kinda helps :)

So someone did a new connection for a phone line just like you were moving into the property. Silly buggers.
Er no, the reference number given to me by Telstra was relating to a phone line that was connected and disconnecting by me back in 2006. It wasn't until I called ReachOut that they explained the stuff up by Telstra wholesale who as she said 'did not check their records properly.'

However, it does not support Local Number Portability (LNP - beit it ULL or not). What is meant to happen is an outbounding team in Telstra is meant to call you back to organise the fix-up (Porting reqqires account numbers and perhaps a tech visit).
"What is meant to happen" is just the point, it didnt happen. The webpage on telstra.com.au does not explain any of this. The system is flaky without a doubt.

Ambient writes...

Lots of customers don't put contact numbers in there and sometimes calls are only made back onto your number during business hours (when you're not at home) and since they don't leave a message you've got no idea
Oh I entered my contact number alright. Besides, I work from home office, there are 3 of us here and no one got a call from Telstra.

That's the shocking part of LNP - there's several steps of a ULL LNP that are s l o w. The account number gets sent to Optus - they generally reply saying OK in around 5 working days. Telstra must then give Optus 10 days notice (via Telstra Wholesale) so that the cancellation of the line can take place and be aligned with a direct Telstra line (a little bit like moving houses, but out and in your own) - when you add a couple of weekends in there, it's 21 days
I had no problem with waiting 21 or even 30 days, the point is I object to having to wait a futher 30 days because the Telstra online system doesn't work.

maxydog writes...

Er no, the reference number given to me by Telstra was relating to a phone line that was connected and disconnecting by me back in 2006.

Well that's a lie to you too - all orders are archived after 6 months; so it wasn't that. I still maintain that someone did a new connection order on your line that was ported AWAY in 2006 - but that doesn't really matter :) The fact that you quoted $125 means that a connection order was placed - $125 is a connection with a tech visit to a premesis.

It wasn't until I called ReachOut that they explained the stuff up by Telstra wholesale who as she said 'did not check their records properly.'

Another fib to you. The person in Telstra (not TW - you can't order anything with them directly) didn't know what they were doing. Seems like the person in ReachOut, whilst knowing the process to get you back, isn't quite that good either but at least they god it right.

the point is I object to having to wait a futher 30 days because the Telstra online system doesn't work.

Unfortunately there's no escalation process with LNP. Should the process fail, it must start again from the beginning. Welcome to the beast that is competition. Should everyone use Telstra resold service, then churning takes about 2-3 days normally.

Maxidog, I strongly suggest you post and again explain your complaint on the website www.nowwearetalking.com.au
The senior managers who run Telstra read the posts on it very carefully.

maxydog writes...

I paid $125 using c/c.

so if there was no order.... where did your 125.00 go...you seem to be more concerned about he said she said and now this is happening with your order.... i would WANT my money back from my supposed *NO ORDER*

if you had to pay a fee ...YOU did not fill in the correct form online.. as someone mentioned thats a tech visit...

there is a link.. switch to telstra button on telstra com but you wont pay fees.... on the telstra side

maxydog writes...

Tired of speaking to support staff in India and not understanding a word they said, and other ridiculous issues with Optus cable service (mistakes on the bills etc)...On the 3rd April I filled in an online form at telstra.com.au to switch from Optus to Telstra, as I wanted to use ADSL2+ at the Rose BAy exchange - I paid $125 using c/c. I was informed by the site this would take around 21 days.

The booklet booklet is interesting and as far as I can see applies to everyone living in Australia.

If you search google you will find it under these terms

phone services what are are rights.

[PDF]
PHONE SERVICES: What Are Our Rights?
File Format: PDF/Adobe Acrobat - View as HTML
Phone Services: What Are Our Rights? has been written for Aboriginal and. Torres Strait Islander people living in. regional, rural and remote areas around ...
www.telinfo.gov.au/__dat...e_Our_Rights.pdf - Similar pages

www.acma.gov.au/WEB/STAN.../1001/pc=PC_1683

If you are experiencing an extended delay in connecting or repairing your telephone service you may also be eligible for an interim service (or Telstra may choose to offer you a choice between an interim or alternative service). Telstra is obliged to offer an interim service under certain circumstances, including where your service cannot be connected within 30 working days of a connection request or cannot be repaired within five working days of lodging a fault rectification request.

From 1 January 2003, Telstra has undertaken to connect telephone services in any location within 20 working days.

you didn't talk to support staff in India, and you didn't fill out anything on telstra.com.au so how can anything else you wrote be trusted.

(Telstra don't have call centre staff in India and the website is telstra.com)

Well, they do a very good impersonation of an Indian accent then! Bangladesh? Sri Lanka?

Devil CV8 writes...

you didn't talk to support staff in India

Re-read the post this part relates to OPTUS

and you didn't fill out anything on telstra.com.au so how can anything else you wrote be trusted

If you type www.telstra.com.au you do get redirected to www.telstra.com

Devil CV8 writes...

you didn't talk to support staff in India, and you didn't fill out anything on telstra.com.au so how can anything else you wrote be trusted.

(Telstra don't have call centre staff in India and the website is telstra.com)

You should read the OP's post first

Devil CV8 writes...

you didn't talk to support staff in India

And you didn't read the post. He was talking about Optus.

Sounds to me like you are a tel$tra shill. How much do they pay you?

DeathSquid writes...

And you didn't read the post. He was talking about Optus.
That can actually be read either way, especially considering the heading. If the op cares to clarify I'll apologise for that comment, although the telstra.com.au comment is still valid.

Sounds to me like you are a tel$tra shill. How much do they pay you? I presently have no employment relationship with Telstra in any way, shape or form, and hence they do not pay me at all. Can I ask the same of you? do you get paid by anti telstra supporters?

Devil CV8 writes...

That can actually be read either way, especially considering the heading.

With or without the heading it still reads Optus

maxydog writes...

Tired of speaking to support staff in India and not understanding a word they said, and other ridiculous issues with Optus cable service (mistakes on the bills etc)...On the 3rd April I filled in an online form at telstra.com.au to switch from Optus to Telstra

Also it matters not if you type in www.telstra.com.au or just .com you still end up at the same website

Devil CV8 writes...

Can I ask the same of you? do you get paid by anti telstra supporters?

Sadly not. However I am available at very reasonable rates.

boagsdraught writes...

Also it matters not if you type in www.telstra.com.au or just .com you still end up at the same website
However, the site is .com not .com.au

sorry Devil, but DeathSquid is quite right, you misread my post i was talking about the support staff at Optus.

Still no word from telstra so am calling them again - wish me luck!!

thanks for clarifying - on hold to them now! :-( aaaaagh
(EDIT: just been told they are still waiting on Optus to release my number which may take up to another 21 days apparently, this is getting really annoying)

maxydog writes...

- wish me luck!!

Why on earth are you bothering with Telstra? So many, many other Telco's in OZ which will do a better job than Telstra on every point and be cheaper.

Seems u are just wasting your time IMO.

maxydog writes...

sorry Devil, but DeathSquid is quite right, you misread my post i was talking about the support staff at Optus.
fair enough.

Limehead Monkey writes...

Why on earth are you bothering with Telstra? So many, many other Telco's in OZ which will do a better job than Telstra on every point and be cheaper.

Because to get onto ADSL2+ at the Rose Bay exchange (70m from my office), I need to get a Telstra line installed.

maxydog writes...

Because to get onto ADSL2+ at the Rose Bay exchange (70m from my office), I need to get a Telstra line installed.

Probably no help as your so far along in the process, but, iinet at least can connect you at rose bay. They can connect the line too. Leaving them to sort it out with Telstra, not you.
If your really frustrated book another provider to connect then cancel the application with Telstra on the grounds that it has taken too long.
Just a tip: get the line set up first then port the number from Optus.
( then it only changes things at a billing level and doesn't hold up the physical install: this will also leave you with a spare "Optus socket" should you ever want to return ).
Good luck

This sounds like typical Telstra customer service

I hope your situation gets sorted out soon, it can be really frustarting, especially when you have already paid.

I think telco's should only be allowed to charge once they have done the job you ask of them, im sure that would speed them up abit.

Ok, this gets even better!

I just received a left message from Telstra asking me to call them on 1800 007 826. I called the number and the guy there told me that Optus had rejected their request to port the number over and so now I have to call Optus wholesale and get the 8 digit billing number and then call Telstra back on 1800 007 826 and give them that number and then its another 3-4 weeks before the line is connected.

LOL...if I ran my business like these guys I would go broke pretty fast!

What a debacle.

EDIT: This just gets even better! Just called Optus on 13 30 66 and they have informed me that they do not provide wholesale numbers and that I have to call Telstra back!1 aaaaaagh!

maxydog writes...

I called the number and the guy there told me that Optus had rejected their request to port the number over

So this means that the Optus customer account number you gave Telstra initially was incorrect. Optus fixed account numbers are 14 digits in length and have a 0001 before the last 2 digits of the number.

and then its another 3-4 weeks before the line is connected.

Yep – welcome to the world of Local Number Portability and competition. The whole process has to start again now. The first then that happens when a port is organised is the account number verification; that generally takes about 5 days. After that a normal tech appointment can be made – that can be as little as 3 days after that – 3-4 weeks is just worst case scenario in case tech appointment times blow out (floods, faults etc).

The fact you've been told to call Optus Wholesale is interesting. I'm guessing that your carrier uses Optus for their services. You should call your carrier and get them to call their Optus Wholesale support and ask for the account number for you.

still waiting! phoned and they are 'getting back to me'.

rhyno79 writes...

This sounds like typical Telstra customer service

Please explain how it's a Telstra issue if Optus refused to release the OP's number for a port to Telstra?

maxydog writes...

After 30 days I hadn't heard anything so I called Telstra wholesale and they gave me a reference number
I'm confused how you're a consumer and talking to Telstra Wholesale.

It seems to me you're far better off to walk into a store and talk to someone who knows what they're doing and getting this rubbish sorted.

this time they said that the connection was on a port (??) and that this was being handled by some company called ReachOut.
The problem here is that the initial request to handle the churn was processed through the wrong procedure. ReachOut is the correct team to handle the winback if the line is not using Telstra equipment.

Unfortunately, Telstra has done little to ensure call centre and shop staff understand the difference between an ordinary Winback and a port that requires ReachOut. I feel your pain – this rot is now necessary with the complexity of fixed lines and other providers now.

Finally!!! On the 25th June the Telstra line will be connected. That only took 11 weeks from the time I registered a line transfer online.

Onya Telstra, at least you are consistently living up to your crappy reputation!!

maxydog writes...

Finally!!! On the 25th June the Telstra line will be connected.

That's good news then – the process worked.

That only took 11 weeks from the time I registered a line transfer online.

Because the first process you used failed.

But hey, I already told you that.

Ambient writes...

Because the first process you used failed.

But hey, I already told you that.

Well that maybe the case but the point is no one at Telstra explained that to me. In fact, I was assured that using the online form is one of the many ways to transfer from Optus.

Maybe you need to let Telstra know what the correct process, because it seems they don't.

maxydog writes...

I have to call Optus wholesale and get the 8 digit billing number and then call Telstra back on 1800 007 826 and give them that number and then its another 3-4 weeks before the line is connected.

I do like it that you are doing unpaid work for the carrier. If telstra wanted my business they would be doing all the work.

I also like the fact you rung telstra there are fixed net dealers "shop front" which you can go to and they do all the work

maxydog writes...

LOL...if I ran my business like these guys I would go broke pretty fast!

Maybe you should bill telstra for your time ringing optus for telstra.

thesideshowbob writes...

I also like the fact you rung telstra there are fixed net dealers "shop front" which you can go to and they do all the work

Well yes, I guess the point is I went about it the hard way. Lesson learned! And thanks to everyone for your help.
The Telstra man is here as I write this doing the 'win back' setup as he put it.
Moral: issue not with Telstra so much as me not using an expert to get it done for me, well out SideShow.

thesideshowbob writes...

I also like the fact you rung telstra there are fixed net dealers "shop front" which you can go to and they do all the work

Well yes, I guess the point is I went about it the hard way. Lesson learned! And thanks to everyone for your help.
The Telstra man is here as I write this doing the 'win back' setup as he put it.
Moral: issue not with Telstra so much as me not using an expert to get it done for me, well out SideShow.