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7 posts

Wannabe Geek


Topic # 111752 14-Nov-2012 00:12 Send private message

I've been with Telstra for years now never had any issues until recently. About 3 months ago signed up to 150gb warp speed and tbox and for the last few months each month I've have been over charged and charged for things that I don't even have. I've had to call each month to sort it out.

And to top it all off as of late YouTube has just been terrible can't watch anything without leaving it to buffer for ages.

Anyone else having issues?

I'm seriously considering changing ISP and T.V providers considering the price I pay I'm pretty dissatisfied with Telstra clear.

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566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 720661 21-Nov-2012 11:24 Send private message

freitasm: I just don't think it's appropriate for one telco to comment on other telco's procedures, that's all.



Agree - especially when what is said is inaccurate :-) Please allow me to make it clear:

  • if there's a fault, please log it - we can't investigate it if you don't
  • if the fault's on our network we will fix it - customer service is our highest priority
  • if the fault's outside our network we will do what we reasonably can to help get it resolved for customers - customer service is our highest priority!
  • if you know that we know there's a fault, and you know that we're working on it, you don't have to log it again unless you think you have information that may help - we will fix it. Please expect that if you do log it, our faults team will step you through the faults diagnosis process anyway as they'd be remiss in making assumptions: we need good information to make sound decisions
  • if you're not sure it's the same fault, please log it - it's quite possible that it's unrelated and we need to determine this.

Isolating and resolving faults can range from the simple and obvious to the complex and multi-threaded, sometines involving multiple other organisations. We're proud of our network and we are dedicated to ensuring that it works as it should for the benefit of our customers, and we appreciate the input and assistance that we get from customers when we have issues and are working to resolve them. That's why we ask you to log faults and to provide as much info as you can to assist diagnosis.

'nuff said!

Cheers, Gary



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