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3 posts

Wannabe Geek


Topic # 101115 24-Apr-2012 23:20 Send private message

Top TEN Telstra tips when signing up new customers.

1. When sending out modem, have it already pre-configured with username/password and wireless ENABLED. The WPA key should be written on modem. This should be JUST plug and play.
My mum only has an ipad and she is also computer illiterate, and seeing as the wireless was disabled there was no way to configure the modem username and password without a pc/laptop.

2. When sending out the modem via courier please send an email with the tracking number saying when to expect delivery. Don't send out email syaing you are all connected now

3. Send out an email with username for modem. After being told by the salesperson that my user was xyz when it should have been [email protected]

4. Make the billing alot simpler and clearer to read, too many sections and or subheadings.

5. Send out correct bills first time, I am being charged for the wireless modem and other things when it should be free.

6. When calling the helpdesk and all operators are busy and you know you can't handle anymore customers please notify immediately the situation, DO NOT let the customer go thru a myriad of menu options(via voice recognition grrr) and then say sorry we are busy please try again later good bye. 
Although there was one time I did call and I did get a message saying our systems for looking up customer data is not working and we may not be able to assist you which was great cause then could I hang up the phone straight away without wasting anymore time.

7. Instead of having a wait message saying you have 17mins can you instead say what number in the queue you are and approx wait time.

8,9,10 Will have to write in another post(post is too long). Anybody else got anything else to add?


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1332 posts

Uber Geek
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  Reply # 614735 25-Apr-2012 07:59 Send private message

Haha, I have lots I could add...but I won't :)

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  Reply # 615202 25-Apr-2012 22:32 Send private message

dvkwong: Top TEN Telstra tips when signing up new customers.

1. When sending out modem, have it already pre-configured with username/password and wireless ENABLED. The WPA key should be written on modem. This should be JUST plug and play.
My mum only has an ipad and she is also computer illiterate, and seeing as the wireless was disabled there was no way to configure the modem username and password without a pc/laptop.





Currently modems can be dropshipped form a supplier/warehouse. This would require a technician opening them, and configuring them for every user. Enjoy an extra $100 on your connection fee do you? Also a wireless only device as the sole internet device is rare. Somewhere some small print probably tells you you will be provided with a single wired ethernet econnection blah blah.

Mostly agree with the rest thou.





3 posts

Wannabe Geek


  Reply # 615261 26-Apr-2012 08:11 Send private message

The username and password may be a problem to program manually, but there are alternative authentication methods that don't require a username/password at all.

As for wireless being disabled is not great, other ISPs Enable wireless and put WPA key on the box. Now we are going to have a situation where users start putting in simple passwords eg password123 and choosing wep. So Telstra's leaflet in the box that says we have disabled wireless for security reasons is now moot.

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  Reply # 615268 26-Apr-2012 08:21 Send private message

Ha, we just moved to Telstra and have been through the same thing....
Our main issue centred around our account not actually having the actual password we asked for. A few calls back to the helpdesk, and their menus, slowly spelling out exactly what we'd asked for again and it was all sorted.

Actually I then also had Vodafone bill me for a months worth of internet I could not have actually used either as we were cut off prior to that period.

Yeah the password thing is a pain, as each provider puts their own slant on it. I think xnet is adsl.username.xnet.co.nz or something like that.

I won't add anything to your list sorry, but I will just chip in that switching internet/phone companies in NZ is simply not easy and leads to people staying with their provider, even if there is a better deal around....

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  Reply # 615755 26-Apr-2012 22:34 Send private message

dvkwong: The username and password may be a problem to program manually, but there are alternative authentication methods that don't require a username/password at all.
 


Alternatives require either supported hardware for DHCP83 and EUBA connections or provisioning systems that can support port based authentication. There are many complexities to doing both for a large ISP.
 

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