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841 posts

Ultimate Geek
+1 received by user: 48


Topic # 99948 30-Mar-2012 13:58 Send private message

We have just sold our house and spend $55.95 a month with Telstraclear on naked inhome cable broadband (just saw the $65 option and that looks nice...).

We won't have a home for a while (staying with a a friend), so we will use her connection.

I tried the online chat on the telstraclear website, but it is down, and I don't feel like calling as I am at work.

Is it best that I close our account, as last time we went on holiday for a few months, they told me it would be a big hassle to do this.

Are there term contracts if you re-sign up when you have been a customer as this doesn't show on the site?

Feedback would be appreciated.

Jon

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566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 602515 30-Mar-2012 14:00 Send private message

Hi Jon,

If you email me your account number and some contact details I'll ask one of the team to look into this for you.

Cheers, Gary



841 posts

Ultimate Geek
+1 received by user: 48


  Reply # 602550 30-Mar-2012 14:44 Send private message

Thanks Gary. have done this.

Jon



841 posts

Ultimate Geek
+1 received by user: 48


  Reply # 602829 31-Mar-2012 10:12 Send private message

Turns out to be as depressing as I thought. This might be useful for others and the "solution" is:


Either I keep paying while we don't have a house and don't need a service.

Or

I cancel my account and re-sign as a new customer for term contract when we have a house.


Unfortunately, as I am not interested in being tied into a contract for service, I will probably be looking for a new ISP.

Looks like Telecom is offering no contract internet, but it isn't naked DSL...Any thoughts?


Jon

116 posts

Master Geek
+1 received by user: 4


  Reply # 602850 31-Mar-2012 11:09 Send private message

maybe sign up for dial-up to keep your account active and then disconnect cable? or be a good freind and loan the equipmenet to a freind who will pay the bill??? of course they will have to be in a cable area.

1139 posts

Uber Geek
+1 received by user: 18


  Reply # 603055 31-Mar-2012 21:26 Send private message

The cable system will still need to be physically installed at the friend's house.



841 posts

Ultimate Geek
+1 received by user: 48


  Reply # 609895 16-Apr-2012 11:46 Send private message

Just to follow up on what is becoming a protacted saga.

Called twice last Thursday (12th) around lunchtime, was hung up opn by the system twice, without getting to speak to anyone, but after spending 5 mintues talking to the automated system to put in my account number and date of birth.

So I filled out the email form, we will get back to you within 48 hours.....

105 hours later (nowish) I tried to follow the instructions to log into the customer support site to see where it has got to.

Tells me to put in my email address and password.
I have a username and password of those for logging into my account, doesn't work. Try the other one given to me for logging into my account. This doesn't work either...

So I call again, and the system hangs up on me again...

I had heard they were bad at customer service, but this is pretty ridiculous.



841 posts

Ultimate Geek
+1 received by user: 48


  Reply # 609925 16-Apr-2012 12:00 Send private message

Further update, tried to sign up for online support.

Told my address had already been registered, so I reset the password, to the same as my customer account, which appears to be different to a support account as you need to sign into both to get get access to each.

So to summarise

Support - you need an email address, not your username or account number.
Your account you need a username or account number, but not an email address.

Long story short, they have done nothing with my email request either...

Jon

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