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Monday
Jun152015

Telstra Issues

For over a week now I've been fighting with Telstra to fix my ADSL service. On the morning Saturday the 6th I woke up this this error on all the computers, iPhone's & iPads when trying to view website.

 

 

It took 8 phone calls until I got someone that would hand it to the next level. I then ended up with a case manager. This case manager before he had even spoken to me already had who and what was a fault, ME. The phone call I had with this guy was one of the worse experiences in customer service I have ever had to deal with. This guy wasn't going to listen to me and kept saying I didn't know what I was talking about. Even when I tried to explain to him that I had tried 3 modems he's answer was, well how to I do I know you can set up a modem? This guy then told me the make of the other modem causing the issues and when I said why can't he just kill the modem, this is when he belittled and treated me like an idiot and said what do mean? You want me to make it go up in flames or something? What a fucking idiot this guy is. He then went on to make me feel like I was an idiot. Even when I tried to get him to reset or rebuild my account as I think I've disconnected through the night but your system still has me connected and when my modem reconnects your system is seeing two modem and thus causing the "Duplicate Session" but this guy didn't want a bar of this and said I didn't know what I was talking about. This coming from someone that is meant to be helping not knocking everything I say down. 

I have spoken to other ISP's and all of them have said the same thing, it's an authentication problem and a simple 5 minute thing of rebuilding your account will fix it. But oh no this idiot from Telstra just wants to blame the problem on the customer equipment. See I'm not using a Telstra modem, I'm using mine, one that I've been using for years without any trouble but not to this guy wasn't having a bar of this. This guy just doesn't want to listen. I've asked to have a new case manager but that has gone unheard.

They have sent out a tech to check out my line between the house and exchange and the tech did find a little problem but this didn't fix the problem. They are also sending another tech out tomorrow, Tuesday 16th but I know he's not going to be able to fix it.

Now I hear you say why and how would I know the tech won't be able to fix the problem and the fact I'm sure it's an authentication problem is I've been able to get my modem to connect and stay connected is by bypassing the authentication and having the modem connect without authenticating with Telstra's servers. So I know it's not my cable between me and the exchange, I know it's not my modem and it must be a corrupted data on their authentication servers but getting this looked at with the idiot case manager is going to be hard because he's more busy trying to prove me wrong and he's forgotten that he's meant to be helping me and not working against me like he is. 

 So when will this issue but fixed? God only knows. I'm at the point of telling Telstra where they can stick their crapy service.  

Oh and the by the way the case managers name is Mohammed Alam and I've also now taken the issue to the T.I.O. (Telecommunications Industry Ombudsman) seeing I'm not getting anywhere by myself.


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