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87 posts

Master Geek
+1 received by user: 10


Topic # 114271 14-Feb-2013 11:50 Send private message

Good Morning,

 

I really want to get hold of a T/C customer-service person because of a unique problem I have.

Effectively, my mother whom is mildly mentally ill has recently signed up for TC internet. She can barely afford to live off her benefit, and asks me for financial help every other week.

She got the internet just because she wants to e-mail 2 family members, and my concerns are that she has signed up for a ~$50/month plan which she doesn’t need and can’t afford. The likelihood of her getting into debt is pretty much guaranteed, and guess who will have to come to her aid….

Me and my girlfriend work full-time, and even we spent a few weeks deliberating on the best/cheapest internet plan for us.

I am the only person in our family who looks out for my mum, but because I live at the other end of the country, and the fact that she doesn’t listen to my suggestions, makes it very difficult.

I’m not against her having the internet, but she knows nothing about the net or computers, and I just want to ensure that she is on a fair plan, and to make sure she won’t get into any financial trouble.

I’ve called TelstraClear twice, but they seem to not care, and are stuck behind a curtain of procedure.

In most organisations, there is a person who has empathy, initiative and won’t let company policy get in the way of addressing a problem.

Can anyone suggest a contact within TC that I can get hold of?

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121 posts

Master Geek
+1 received by user: 81

Trusted
Vodafone NZ

  Reply # 762172 14-Feb-2013 12:00 Send private message

Hi there

Please private message me your account and contact info and I'll pass it on to our contacts at TelstraClear.

Dylan

265 posts

Ultimate Geek
+1 received by user: 5

Trusted

  Reply # 762176 14-Feb-2013 12:04 Send private message

Sadly if you do not have power of attorney for your mother then I do not think legally they can help you. The contract is between TCL and your Mum not you.

If you think your Mother is not capable of financial decisions you have to talk with her about solving that. I wish you all the best as it must be so hard but sadly i think all you can do if she wont listen to you is let her make her own mistakes.

2391 posts

Uber Geek
+1 received by user: 292
Inactive user


  Reply # 762178 14-Feb-2013 12:06 Send private message

I'm quiet suprised that TCL would actually signup somebody thats living on the benefit, has no income etc ...

16527 posts

Uber Geek
+1 received by user: 1416

Trusted
Vodafone NZ

  Reply # 762183 14-Feb-2013 12:14 Send private message

Klipspringer: I'm quiet suprised that TCL would actually signup somebody thats living on the benefit, has no income etc ...


Where does the post say they have no income? The Benefit is an income,

Dylan has passed this over to the correct person now in TCL




2391 posts

Uber Geek
+1 received by user: 292
Inactive user


  Reply # 762192 14-Feb-2013 12:21 Send private message

johnr:
Klipspringer: I'm quiet suprised that TCL would actually signup somebody thats living on the benefit, has no income etc ...


Where does the post say they have no income? The Benefit is an income,

Dylan has passed this over to the correct person now in TCL


Agreed did not think of that.

Still quiet suprised though that TCL would signup someone that does not earn enough.



87 posts

Master Geek
+1 received by user: 10


Reply # 762195 14-Feb-2013 12:25 Send private message

Klipspringer: I'm quiet suprised that TCL would actually signup somebody thats living on the benefit, has no income etc ...


I agree - would be good to see them do a basic check of income.
Just on the benefit alone she asks me for money nearly every week just for food.
I give her advice to help her, but the way she is, she doesn't think things through like the rest of us.

I've sent a message to Dylan.

566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 762199 14-Feb-2013 12:31 Send private message

Thanks Dylan and John - also happy to assist if needed.

Cheers, Gary

121 posts

Master Geek
+1 received by user: 81

Trusted
Vodafone NZ

  Reply # 762204 14-Feb-2013 12:34 Send private message

TelstraClear: Thanks Dylan and John - also happy to assist if needed.

Cheers, Gary


Hi Gary

We're sending the info through to Jo M now.

Dylan



87 posts

Master Geek
+1 received by user: 10


  Reply # 762286 14-Feb-2013 13:54 Send private message

I've received a phone call from a TelstraClear rep in Auckland, who will take a look and ensure my mum is on a suitable plan - so I am grateful for your help Dylan.

On another note, mum just called upset because she entered her e-mail address into her browser address bar and "it didn't work"....... This is what we are dealing with here :P


16527 posts

Uber Geek
+1 received by user: 1416

Trusted
Vodafone NZ

  Reply # 762293 14-Feb-2013 13:58 Send private message

Cambo: On another note, mum just called upset because she entered her e-mail address into her browser address bar and "it didn't work"....... This is what we are dealing with here :P



Sorry Cambo but that made me giggle






87 posts

Master Geek
+1 received by user: 10


  Reply # 762299 14-Feb-2013 14:04 Send private message

Yeah, I head-desked when she told me.
She spent 2 hours at the TC booth in Sylvia Park this morning, they gave her an e-mail address but no instructions on how to get to and use her e-mail address.
So I've told her to go back tomorrow and learn.
Her technical aptitude is limited to operating the microwave, and the phone calls I have had with her recently have been entertaining.

She: "I turn the computer on, and the whirly box doesn't open the blue thing when I press the switch"
Me: "....I can't help you mum, I can't see what you are doing."

Unless I set up remote desktop support.... *rubs chin*

1575 posts

Uber Geek
+1 received by user: 221


  Reply # 762391 14-Feb-2013 15:34 Send private message

Cambo: 
Unless I set up remote desktop support.... *rubs chin*


Don't use Windows remote desktop  --- it has security issues and is a hassle to setup port forwarding (if needed).

Use this. . . .

logmein

You need to install it on your mothers PC, works very well. 

7284 posts

Uber Geek
+1 received by user: 907

Trusted
Subscriber

  Reply # 762397 14-Feb-2013 15:39 Send private message

Cambo: I've received a phone call from a TelstraClear rep in Auckland, who will take a look and ensure my mum is on a suitable plan - so I am grateful for your help Dylan.

On another note, mum just called upset because she entered her e-mail address into her browser address bar and "it didn't work"....... This is what we are dealing with here :P



I dare say that isn't because of her illness, it's because she doesn't have experience nor understanding. I know very mentally capable people who have made that mistake :)

524 posts

Ultimate Geek
+1 received by user: 37


  Reply # 762401 14-Feb-2013 15:45 Send private message

 

Unless I set up remote desktop support.... *rubs chin*


Teamviewer works well.  If she gets email going all you have to do is send her a file, or if she can navigate to a page on a website she can also download it herself.  I use teamviewer for my family IT support.

539 posts

Ultimate Geek
+1 received by user: 24

Subscriber

  Reply # 762403 14-Feb-2013 15:50 Send private message

wongtop:
 

Unless I set up remote desktop support.... *rubs chin*


Teamviewer works well.  If she gets email going all you have to do is send her a file, or if she can navigate to a page on a website she can also download it herself.  I use teamviewer for my family IT support.


+ 1 for Teamviewer for family support.  We've even gotten to the stage where they all log in an help each other and hardly anyone bothers me anymore :)

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