Telstra moves you
Filed under: customer service, customers, home, innovation, moving
For me, moving home is probably up there with some of life’s most exciting yet stressful moments. You’ve found your dream house and you’re over the moon, but all of a sudden reality hits and you’re confronted with the huge task of boxing up and moving your entire life – in amongst juggling work, kids, family and friends.
But don’t think you’re alone…
Between my circle of friends, there seems to be a secret language among those of us who have recently moved. Hands fly up into the air at the mention of masking tape and we cover our faces in despair when someone utters the words, brown box.
At Telstra, we understand your pain – clearly we’ve been there ourselves – which is why ‘moving’ has been selected as one of our priority areas in our efforts to improve customer satisfaction.
Managing the transfer of phone and internet services to your new address should be headache-free, particularly as so many of us rely on the web for work, banking and generally just getting things done.
So to help make a smooth move a reality, we’ve just finished rolling out a program for all our existing consumer customers who are moving house. With a dedicated team of moving experts managing every request from start to finish, moving with Telstra has just got a whole lot easier.
Additionally, by adopting a more personalised approach we’re able to keep our customers updated – either by SMS, Talking Text or phone call – at each stage of the activation process. Our moving home experts will even check in after the services are connected, just to make sure they don’t need any further assistance.
Visit the following link to find out more about the improved Telstra Moving Home service.
What’s your best moving tip?
So does that mean I can ring ONE number and have my Foxtel, phone and internet all moved with one request on the same day and appointmnet time with ONE technician???
If you are a residential customer with existing Telstra services and you are moving home; just call 132200, say Moving Home when prompted and you will be directed to the Moving Home Specialist team.
If your account is in our new billing system, they will arrange to move all your services including phone, internet and Foxtel from Telstra in the one request. Your move will then be managed by a dedicated team from start to finish who will align all your appointments where possible.
Your installation may require a separate technician for Foxtel, however we will make every attempt to align the Foxtel technician appointment with any other technician visits that are needed. If for any reason we are unable to align appointments, we will let you know.
This service is currently unavailable for business customers
I am about to move house this Friday. (i will still own and have access to current house) If i apply to have my phone/broadband service moved to new address, will the current one be automatically cut-off, or will my current service remain until i enable the new one at the new place?????
Hi Belinda, when you call 132200 or submit a move application online (www.telstra.com.au/movinghome) to have your home phone moved to your new house we will arrange a time with you to have your service disconnected and connected. Ideally you should give us 5 working days notice prior to your move to help ensure everything goes smoothly.
If you are keeping the same phone number, on the day of your move your phone service at your old address will be automatically disconnected first, before being activated at your new address. This means there won’t be an overlap of both addresses having the same phone service active at the same time.
If you need to get a new phone number, there is the option to disconnect the phone at your old address after connection of the new service at your new home. Just let us know when you place your move order if this is what you want.
When you contact us to organise your move, we will also arrange with you a time when your broadband service will be disconnected from your old address and connected at your new home.
Best wishes for your move!
That’s excellent news. Good one.
Hi, I moved to my new house on saturday 4th Sept 2010 and today is the 10th sept 2010. I have contacted support they say there some fault in the line so the internet is unavailable but i got phone line transferred to new address in a day. til today i have not recieved my internet connection. what can i do now? its been a week without internet and it was hard to deal with school work without internet… please let me know what i can do
Hi Yash, I’d like to see if I can help. I sent you an email or if you can send me a contact number and account number, I’ll get someone to call you. Brendan
Why do Telstra charge exorbitant fees for moving houses? It is all done by computer. No one involved in going out to the property at all. It appears to be a monumental rip off. I certainly will not be paying over $100 to get my phone and broadband (re)connected and therefore will be saying goodbye to Telstra after many, I must say, pretty good years.
Will it really be a smooth transition? Have they really improved the service? Last time we moved it was a nightmare. We were left without a phone for about 3 weeks (seriously). Please tell me they have resolved these problems? I’m very worried about it happening again. We can’t be without the phone for longer than one day.
As I am moving house, I called to telstra to transfer my connection to new address but they are giving me the new phone number and telling me need to pay connection fee of 69. Why can not using same number if I will continuing the same service? Why they are going to charge me extra?
At no stage during the move did telstra bother to tell me there is a $299 transfer/connection fee! Not impressed after having a house fire in September and being told there was nothing that Telstra could do to help with bills or costs, we just had keep paying for Internet and home phone services we had no ability to use!