Since then, some more can-do people have contacted me. I am now hopeful for the original issues being cleaned up.

Unfortunately, we now have a fault on one line, and we are going round in circles sorting this out.

I don’t thank you can put the finger on any root problem with Telstra, as there are many. I think it is just the sheer size and number of disparate systems and people who do not, will not or cannot communicate as one. Staff raining is definitely a real issue however.

From a customer point of view, there are a number of points to note:

1 – The overseas guys do not always speak good enough English. Be prepared to repeat stuff, even as far as wording what they type in your notes
2 – Support / Billing / Technical / Case managers do not all have access to the same information – be prepared to get names, numbers and different call/issue references
3 – Often, you will get a call out of the blue, when you are not able to take the call, stating that your call/issue has been fixed and the call/issue will be closed. This is outrageous behaviour. When it happens, you have to open that call/issue again at expense to you and Telstra
4 – Don’t be fooled by the text thanking your for your concern, someone will contact you within 5-7 business days. No one will call you
5 – If you have more than one land line/account and multiple issues across both, as I do, you are very much on your own! Calls/texts and account notes either fail to identify the account in all instances or just mix the issues. This adds to the confusion at both ends. Log the communication yourself

6 – If you live in an area of poor mobile reception, and have an issue with a land line, do NOT tell them your mobile number. Even if you tell support NOT to call it, they do so anyway, leaving a message saying that they could not reach you. This is often followed up by some incorrect comment or proposed action
7 – Sometimes issues fix themselves!

So, I am sticking with calling the complaints team and keeping a spreadsheet to log all of my issues (to resolution).

This is how I get in touch with Telstra.

Good luck all.

“You could not be logged in to Online Billing.

There may be a temporary problem, or part of the system may be unavailable due to regular maintenance. Please try again later.

Alternatively please feel free to contact us.”

28 Feb Anurag finally texted me back at 4.49pm (6 days after I contacted him!).
1 Mar Contacted Anurag and he is making it high priority and it should be fixed today, 4 March.
Surprise surprise nothing has changed!

This bloke is hopeless and I am sick of wasting my time and I demand a new Case Manager.

Obviously after nearly 3 weeks Telstra should have fixed this. A new Case Manager might help.

You want me to pay online and I can’t get there – the inefficiency is unbelievable!

Bob Bird

—– Original Message —–
From: “Bob Bird”
To: “The Telstra Team”
Sent: Monday, February 25, 2013 6:05 PM
Subject: Re: Webform: Residential Complaints 130208-015455 + INT1-1184228340605 + SRI-118632696049

>
> Let me set out how long this complaint has been going on.
>
> 13 Feb 2013 Original complaint 130208-015455.
> 13 Feb John replied but this didn’t fix the problem.
> 15 Feb He asked me to ring Technical mob INT1-1184228340605 which I
> refused to hang on the phone again for ages (why should I?) as I had done
> originally and the advice given (reregister) didn’t change anything.
> 20 Feb Fritzi sends me another number SRI-118632696049
> 21 Feb 12.47pm Text message and message on my answering machine
> from Anurag
> 22 Feb I phoned Anurag as requested on 1800 814 242, not available
> but will get back to me by cob 25 Feb, today, and
> guess what nothing from him yet again!
>
> Surprise surprise the problem still hasn’t been fixed!! The inefficiency is
> hard to believe!!
>
>
>
>
> —– Original Message —–
> From: “The Telstra Team”
> To:
> Sent: Wednesday, February 20, 2013 7:23 PM
> Subject: Webform: Residential Complaint [Customer Reference: 130208-015455]
>
>
>
> Dear Mr Bird,
>
> Thank you for your recent email regarding your complaint (Reference Number
> SR 1-118632696049).
>
> I wish to advise you that your complaint has been assigned to our Customer
> Relations department.
>
> A member of our Customer Relations team will contact you within five
> business days from the date your complaint was registered with Telstra.
>
> If your matter is urgent, please call 13 22 00 and say ‘Complaint’.
>
> Further information about our complaint handling process can be found on
> Telstra.com: http://www.telstra.com.au/help/contact/complaints/
>
> Regards,
>
> Fritzi
> Customer Resolution Group
> Telstra Corporation Limited
>
>

I will try the Live Chat as you suggested, but I really need to speak to a person in Australia who can just get my issues fixed. It cannot be that hard.

The way Telstra support is set up at the moment is that there is no ownership of the problem from The Tesltra side, and no way of tracking it by the end user. Each time you call, you are effectively raising the issue from scratch. Then the Telstra person disappears into the woodwork once more.

What I would like is to speak to a can-do person. Without a reference, the no-can-do people who received my complaints are doing just that and I have no way of getting hold of them or tracking my issues.

I will try what you suggested.

Patrick

Sorry to hear about the problems you’ve been having getting in contact with us. This is unacceptable – my apologies. Are the billing and/or email forwarding problems fixed yet? If not, I recommend you jump online and chat to one of our customer service team members via 24×7 Live Chat http://tinyurl.com/24×7-service . They’ll be able to look at any account activity and hopefully resolve the issue while you’re online.

All very very sad.

I am not holding my breath for a response.

If your issue is critical, write to the Chairman. I did once as Sol sorted it for me.