HOW TO: report damage to Telstra equipment
Filed under: consumer, equipment, how to, payphone, technology
NOTE: If you need to report damage to Telstra equipment, please visit our Report Damages to Telstra Equipment page. If the damage poses a serious risk (e.g. overhead wires are down) please call us on 13 22 03.
If you’ve spotted damage to Telstra equipment or payphones in your area, you can quickly report it to us for investigation and repairs. With a network of over 18,000 payphones and countless pit covers, manhole covers and phone network components, our engineers aren’t always able to keep an eye on every single point of our infrastructure at once (as much as we’d love to have omnipresent powers!) Here’s how to report damage to us.
Payphone damage and vandalism
It’s important to report payphone vandalism and damage, especially considering local community members rely on payphones to communicate. You can quickly report payphone damage by calling 1802 2244 from any payphone, at no cost.
To help us fix any payphone damage quickly, it’s really helpful if you can provide the exact location of the payphone, any ID number on the payphone and any details of physical damage.
Telstra equipment damage
You can quickly and easily report damage to Telstra equipment online. If you’ve spotted any cables, pillars, pit covers or other equipment which may pose a safety risk, this is the place to report it.
If the damage poses a serious risk – for example, overhead wires are down or there’s a risk of personal injury – please call us immediately on 13 22 03.
AGAIN. The pit at the corner Belmore Rd and Elliot Ave Balwyn is still in disrepair. This is the forth time I have reported this issue to you and still nothing has been done. Can someone please get this sorted out as it is. It has gone on for far too long.
There is a Telstra pit on the corner of Settler Way and Doomba Place in Karalee, Qld. It is constantly full of stagnant, filthy water which seems to flow in from all the uphill pits in the area. It only takes a few showers for the pit to overflow onto the surrounding footpath area. I am concerned that this is a health hazard, not only for my family but for passers-by. In extended periods of rainy weather, the ground becomes like a swamp. There is a stormwater pit within a couple of metres of the Telstra pit that could be used for drainage.
Thanks for letting us know Darren – have you filled out the linked form above to report it?
Sorry. Didn’t realise there was a form to fill out. I have now submitted the form.
Great, thanks Darren!
Why is it that you guys reply to some and not to others? Claire commented first and she’s still not replied to . And I have reported before and nothing is being done. The pit outside 2 Greens Avenue, Oatlands, Sydney, 2117 NSW, AUSTRALIA . Is still not attended to. I would appreciate if someone look into the matter please. And yes, it was reported in your report form.
Hi Wyng,
Thank you for bringing this faulty equipment to our attention (again!). I have re-reported and escalated the location of this damaged pit for you.
Hopefully it will be attended to shortly.
Az
Thanks Wyng,
It is now the 14th May and still nothing has been done to the damaged pit outside 88 Belmore Rd Balwyn. This is now the fifth request. I wonder if they will do anything this time. Do you think Az will respond???????
Hi Claire,
I’m here! I passed on the issue at Belmore Road to the repairs team when you posted last month and I’m sorry that the pit has not yet been replaced/repaired.
Unfortunately I am not able to advise when the pit will be repaired, I can only escalate your report again (which I have done). Please bear with us, I will let you know when I hear anything further.
Az
The Corner of Noble Ave and Banksia Rd, Greenacre NSW 2190 (Bankstown area).. South East Corner of intersection.
For 15 years, I have phoned advising Telstra of the poor condition of the double pit tops. The concrete is cracked and large un-safe gaps appear. Telstra replaced 1 of the pit tops and not the other. Disgraceful… Furthermore, the border concrete that houses supports the pits is cracked and crumbling away – very dangerous! A Telstra ‘contractor’ turned up last Sunday April 28th at odd time of 17.30pm to replace the second pit and it nearly fell into hole as it was too small. Contractor wanted to leave it in even though it was in poorer condition… Double disgrace to contractor and Telstra… I have taken photos and reported this too many times through Council..Please fix this ASAP or I will consider media assistance to get this fixed.
Hi Danny,
Thanks for your vigilance on this issue. I have escalated this damaged pit location and hopefully it will be attended to shortly. Please keep us posted.
Az
Thank you Az.
FYI – There are several Telstra work site barrackades around Greenacre that have sat there for over 12 months.
I request you further escalate this issue…
It’s seriously become an insult to the residents of Greenacre.
I further request you give me contact name and phone number and I will have council chase this up otherwise per my previous comment I will be forced to call media to exercise this request.
Thanks Danny,
Please bear with us – I had confirmation late yesterday afternoon that the Greenacre pit has been assigned a case manager and we are working on this.
Az
Please don’t reply with thanking me for my vigilance on the above issue I have raised. Shame on Telstra for failing to fulfil they’re commitment with repairing the damages I have raised. It’s been 15 years of lies and delays and insult to my neighbourhood… since 1997, Telstra had band-aided the damage and insulted me further after promising to have the damage repaired by Monday May 27 (2 days ago).. Funny how the ‘person’ who promised this is away on annual leave.
I tried to escalate this few minutes ago after a colleague confirmed that this has been delayed until mid July 2013.
Shame shame shame on you Telstra…
Az – Please escalate this ASAP and confirm this before I proceed with contacting the local Mayor and media…
Look forward to your soonest response.
Hi Danny,
Thanks for your follow up. My apologies. I can assure you have escalated this pit repair for you – although I do not have any further information about the status of it, or why it has been delayed until July.
I’ll let you know when I hear more.
Az
Hi Danny,
Just to update you, I have had your case assigned a case manager now so they will be in contact shortly (if they haven’t already) about getting the pit fixed.
Dear Az and Gigi,
Your assurances have unfortunately failed.
As did the promises of the Telstra managers failed.
No one from Telstra has followed up other than myself.
I have made written notes, recording names, dates and times of all my experiences with Telstra and all the failed promises and all the fibs and excuses Telstra has lowered itself use.
Shame again. I have contacted media to report of this issue.
The issue is bigger than just the pit in front of my home..
I feel Telstra in favouring suburbs based on the post code rather the merit or the urgency.
Where is the action an all the above assurances????
Hi Danny,
Apologies for the delay. The team has located your pit complaint in our system and escalated. They need to get in contact with you first before they can proceed with the complaint. Please expect an email from them shortly.
Az
Thank you Az. Hope to see it done soon.
Gday Az,
why is it taking so long for the pit outside 88 Belmore road Balwyn to be repaired??? Your response is a disgrace. It is non existant. This is about the 15th time I have asked for this repair to be done. Are you waiting for someone to be injured because this will happen eventually. Get it fixed now.
Hi Claire,
I hear and completely understand your frustration. Unfortunately, I do not have information about scheduling of repairs so I am unable to advise when this pit will be repaired.
I have passed on your safety concerns as well, we certainly do not want somebody to get injured.
Az
There is a broken Telstra cement cover outside 7 Mulwarree avenue, Randwick adjacent to 9 Mulwarree.
The cover is cracked in half is cracked and the surrounding rim is cracked and caving in. I have taken a photo of it as it has disintegrated over the past week or so. Happy to forward to you via email if required.
I’m not sure if this is council work or telstra but it needs fixing as it is in a high traffic area and worsening.
Many thanks, Mary
Hi Mary,
Thanks for your note. Could I ask you to please report this damage (if you haven’t already) via our online equipment damage report form? Our repairs team can then follow up.
Az
After the heavy rain a couple of days ago, the pit outside of 505 Mickleham Road, Attwood, VIC, 3049, is half way filled with water.
This has made my sync speed drop from the usual and stable ~18000 to an unreliable sync of ~1700, yes, 10% of what I am supposed to be getting.
Can we please get a fix that isn’t going to be temporary, come the next storm.
Just reported this to faults via the number suggested.
For the time being I cannot use my home phone as there is no dial tone so I had to get my calls diverted to a mobile.
Great, thanks James. Let us know how you go!
Az
Hi James,
Could I recommend you report the fault here: https://service.telstra.com.au/general/report-equipment-damage/form?execution=e1s1 so our team is able to investigate.
Thanks
Az
My issue has been resolved, however, it is not future-proof. The problem will occur again, as the technician stated that waterproofing the joint terminations was outside of the job.
Wouldn’t Telstra want to ensure they didn’t have to waste any further time and money fixing very simple issues like these, that can be prevented?
Just my two cents.
Thanks for all your help.,
James.