REVIEW Telstra mobile service and my experience getting out

Discussion in 'Networking, Telephony & Internet' started by acap, Jan 12, 2019.

  1. OP
    OP
    acap

    acap Member

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    I can see that. They didn't alert the tio that our business was done. Tio contacted me to ask if I still needed help and when I cancelled I got charged my early termination fees that were meant to be waved. I'm on the phone with Telstra now hahahha. They tried to pay me 150 over the value they withdrew and I said ''no, I get that people don't say no to free money but that's not what Telstra owes me. Pay me x. I don't want to have Telstra contact me again" they're nicer to me today, much better than that time that my case manager lost her shit at me hahahaha
     
  2. Sphinx2000

    Sphinx2000 Member

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    We have been using the Telstra mobile network for 8+ years, way better coverage than any other provider - if you need it.
    Your phone manufacturer can present supported frequencies in a number of different ways, but in a spec sheet you want to look for UTMS or HSPDA for 3G networks, and FDD LTE for 4G networks.

    Australian Frequencies:

    [​IMG]

    :o Note that it's not enough to match just one frequency. Australian phone networks are built using multiple frequencies, and not all frequencies are available in every location. The network frequencies used in rural areas are often completely different to those used in the city. etc
     
    Last edited: Feb 9, 2019
  3. OP
    OP
    acap

    acap Member

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    theres always the maybe that i was wrong. but i put my sim in 4 different phones, including a telstra loan phone no improvements. im with optus now, using the same bands as telstra with no issues\

    edit: using the optus service with the b28 that the boys alerted me that my phone was missing
     
    Last edited: Feb 9, 2019
  4. MR CHILLED

    MR CHILLED D'oh!

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    This is one of the very major ones imo. You can get passed around several times before you get to one who knows nothing about it and you have to go through the whole process of explaining the issue once again to them, only to find they can't help. I think in recent years though it probably has improved.
     
  5. caspian

    caspian Member

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    unfortunately I find it to be the opposite. in recent years as Telstra has progressively outsourced all of the customer contact functions overseas, not only do individual departments not know what the other ones do, but the people inside the departments don't even understand their own jobs properly. something to do with not actually wanting to have to train people anymore, or valuing experience, and believing that scripts can solve everything required.
     
  6. power

    power Member

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    problem is they layout roadmaps and plough on regardless of whether or not they are where they predict they will be. then other people jump in on top of all that and nip and tuck.

    whole place is a mess.
     
  7. caspian

    caspian Member

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    if their expectation is that the result will ever be other than shithouse using their current methodology then they are doomed to fail.

    this has observably been both the delusion and the result for years now, but until they lose enough customers for their senior management to admit the problem exists, I doubt very much the situation will improve. the solution from the customer's point of view is to get out.
     
  8. power

    power Member

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    nah, they are just trimming back and building up a cash reserve to buy the NBN come what is it 2022 or something for pennies on the dollar. then business as usual, not that that isn't business as usual.
     
  9. MR CHILLED

    MR CHILLED D'oh!

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    Well I find doing things online they retain the chat and the next consultant generally reads through the chat before responding. During my phone calls in the past I had to start from scratch with the next consultant.
     
  10. evilasdeath

    evilasdeath Member

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    im beginning to think its just a cycle

    sign with telstra, takes x months to deliver shit service customer moves to optus
    sign with optus, takes x months to deliver shit service customer moves
    management changes at customer
    customer signs with telstra takes another x months to deliver
    repeat

    each time sales people get rewarded for constant growth with great commissions and the rest of the business screws up and gets cut because of churn, business cuts support and hires more sales to increase the cycle
     
  11. Copie

    Copie Member

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    If it’s not too much bother any chance you can have a look to see wtf is up with the nevertire tower? The 4G keeps dropping out the the 850mhz 3G is flaky as hell too.
     
  12. caspian

    caspian Member

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    I have no doubt this is the plan, along with pressuring the government for very favourable sale and ongoing operating terms, as they will be the only organisation cashed up enough to take it off their hands.

    that goes some way towards surmounting the language barrier, but not the understanding one. if you'd like a recreational impossibility, try finding someone that understands the difference (or even the existence of) an unlisted number, as opposed to a silent one.
     
  13. power

    power Member

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    our current AE is flat out remember what acronym to use and often mixes the letters up, let alone knowing what any of them mean. Gee wonder if they were hired for sales instead of you know being useful.
     
  14. MR CHILLED

    MR CHILLED D'oh!

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    I certainly don't doubt it.

    Did they change their note taking system or user management system a few years back? They never used to be able to find notes on my account but now everything always seems available.
     
  15. caspian

    caspian Member

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    no idea. I listened to my wife spend a hour on the phone two to three times a week for nearly six MONTHS recently (not an exaggeration in the slightest) trying to get a simple voice service installed for a family member, during which time we went through innumerable script readers and SIX complaints toadys. none of whom seemed to have any idea of what had been said or done before, and needed retraining every time just to educate them as to what the issue was, and what needed to be done. and that was with me looking on the NBN systems from my end and TELLING them what to do, and then watching as they screwed it up yet again - followed by 24 hours for their idiotic CRM system to cancel the order so they could make the same mistake over and over and over.
     
  16. power

    power Member

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    yeah i don't put that much effort in anymore on consumer, i just ring, escalate to a supervisor on the call if not happy and then inform the supervisor that the next call will be to the TIO - and then if necessary actually call the TIO.

    Works great! Because the person who rings back is from the specialised we fucked up dept.
     
  17. supasaiyan

    supasaiyan Member

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    had a chat with the networks guys, and got them to check out the two closest Towers to Nevertire. TRANGIE Exchange & WARREN TE (Telephone Exchange), and neither have any alarms or faults reported on them
     
  18. caspian

    caspian Member

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    that works great as a customer. it doesn't work when trying to become a customer.
     
  19. OP
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    acap

    acap Member

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    in my experience threatening them with a tio isnt as effective as actually putting it through. as soon as i mentioned the tio the person i was speaking to insisted that telstra wont help if i contacted the ombudsman and kept evading the question when i would ask for the value early exit fee charges as soon as i mentioned i was looking to action the problem via tio. however, if you go through via tio you are dooming yourself to the period that telstra is provided to sort it out until the TIO escalation

    ^^ from my own experience. could be different for you
     
  20. OP
    OP
    acap

    acap Member

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    Following up from where i was last time (them overdrawing my account with the late fee they waved) i was refunded and they pulled my details off the account so i couldnt get billed again. >> next buisness day get a message that my telstra bill is unpaid, i'm not going to call them, i shouldnt be having this kind of contact after switching providers over a month ago
     

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