[TelstraClear] Why won't TLC tell you the status of a connection?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Why won't TLC tell you the status of a connection?

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156 posts

Master Geek

#421177 23-Dec-2010 23:08

As I explained earlier, both account holders have communicated ad nauseam with TLC - they have got absolutely nowhere.

They are frustrated beyond belief, so I offered to see whether I might have more success.

Mike doesn't have a mobile and didn't even realise the phone wasn't working until a couple of days ago. He was able to ring out, because the previous owner's Telecom connection hadn't been cancelled. That's what's been preventing this Telstra number from being activated. Finally today, it was disconnected, so the way is clear for the Telstra number to become functional.

I thought telcos were meant to be providing a service, not frustrating their customers to the point where they want to switch to another provider.

chrissie

156 posts

Master Geek

#421181 23-Dec-2010 23:21

muppet:
chrissie: Why are you all having a go at me?

That tends to happen here if you come across with an attitude of entitlement, which reading your posts, you do. Sorry if that offends you, but that's how they read and most people don't like that attitude.

I wasn't aware that I gave that impression. I'm not offended, but I'm certainly puzzled.

Morph

190 posts

Master Geek
Inactive user

#421189 24-Dec-2010 00:19

chrissie: As I explained earlier, both account holders have communicated ad nauseam with TLC - they have got absolutely nowhere.

They are frustrated beyond belief, so I offered to see whether I might have more success.

Mike doesn't have a mobile and didn't even realise the phone wasn't working until a couple of days ago. He was able to ring out, because the previous owner's Telecom connection hadn't been cancelled. That's what's been preventing this Telstra number from being activated. Finally today, it was disconnected, so the way is clear for the Telstra number to become functional.

I thought telcos were meant to be providing a service, not frustrating their customers to the point where they want to switch to another provider.

You keep answeing your own questions,

And remember TCL relys on telecom and chorus to do the switching and connection if its not on the cable network.

Follow the rules , You NEED to be id'd before any information whatsoever can be given to you plain and simple. I can get fired if I don't .. The privacy law isn't a joke,

johnr

19282 posts

Uber Geek
Inactive user

#421190 24-Dec-2010 00:22

I might go into my local bank tomorrow and ask for John Key's Bank account Balance!

When the teller advises this is private information I will say " Oh this is so 3rd world "

chrissie

156 posts

Master Geek

#421208 24-Dec-2010 06:45

I repeat, I was not asking for details of anyone's account - so likening this to JK's bank account is pretty ridiculous.

I have absolutely no idea how this "switching" works.

It seems to me that if the transfer of a number from one house to another is still not working after a whole month, something is seriously wrong with the service. As I mentioned earlier, when I moved house years ago, the number was available at my new house the very next day.

I was actually hoping that by posting here, someone from Telstra might have been able to assist in getting this resolved. When I posted in the Telecom forum, someone from Telecom was able to arrange for the defunct Telecom number at my friend's house to be finally disconnected. I'm extremely grateful to him, as will my friend be, when I'm finally able to contact him by phone.

Instead, someone from Vodafone makes belittling remarks and everyone else joins in. Nott one word of support from anyone.

muppet

2568 posts

Uber Geek

Trusted

#421211 24-Dec-2010 07:03

chrissie:
I was actually hoping that by posting here, someone from Telstra might have been able to assist in getting this resolved. When I posted in the Telecom forum, someone from Telecom was able to arrange for the defunct Telecom number at my friend's house to be finally disconnected. I'm extremely grateful to him, as will my friend be, when I'm finally able to contact him by phone.

If you want some help from someone, posting here probably isn't the best way to go. Rather, you could try asking @TelstraClearNZ on Twitter. They seem to offer fairly good support and can help out sometimes. They've helped me before when I've been bashing my head against a wall.

Audiophiles are such twits! They buy such pointless stuff: Gold plated cables, $2000 power cords. Idiots.

OOOHHHH HYPERFIBRE!

matisyahu

1623 posts

Uber Geek

Trusted

#421385 24-Dec-2010 17:15

chrissie: I repeat, I was not asking for details of anyone's account - so likening this to JK's bank account is pretty ridiculous.

I have absolutely no idea how this "switching" works.

It seems to me that if the transfer of a number from one house to another is still not working after a whole month, something is seriously wrong with the service. As I mentioned earlier, when I moved house years ago, the number was available at my new house the very next day.

I was actually hoping that by posting here, someone from Telstra might have been able to assist in getting this resolved. When I posted in the Telecom forum, someone from Telecom was able to arrange for the defunct Telecom number at my friend's house to be finally disconnected. I'm extremely grateful to him, as will my friend be, when I'm finally able to contact him by phone.

Instead, someone from Vodafone makes belittling remarks and everyone else joins in. Nott one word of support from anyone.

Why don't you ask your friend to get your name put on the 'authorised people who can access the account'? if you do that then they will be able to help you. Whether it is asking for details or anything relating to the account such as switch over - it is all private and all for your friends eyes only. I know if I was a customer I sure as heck don't want some person ringing up wondering when I'll be switching over to a new carrier! what I do is my private business and all TelstraClear is doing is looking out for its customers in line with the Privacy Act.

"When the people are being beaten with a stick, they are not much happier if it is called 'the People's Stick'"

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

wongtop

563 posts

Ultimate Geek

#421390 24-Dec-2010 17:41

I have a lot of sympathy. The business I work for had a similar issue when we moved premesis. We moved but our phone lines didn't (we were promised that they would). It took a lot of phone calls and 2 weeks for them to connect us, and its not like we're remote, you can see the beehive from our office.

chrissie

156 posts

Master Geek

#421400 24-Dec-2010 18:39

Thanks for posting that. Two weeks? Well, we're already at four weeks and Telstra rang me on my mobile - a 14 minute call by the way, and informed me that the department that handles this, is now on holiday and that the new order will be issued on 29th December and will take 11-15 days to implement.

That will bring it up to seven weeks!

This is not third world service? What a joke!

VinLew

210 posts

Master Geek

#421403 24-Dec-2010 18:54

chrissie: Thanks for posting that. Two weeks? Well, we're already at four weeks and Telstra rang me on my mobile - a 14 minute call by the way, and informed me that the department that handles this, is now on holiday and that the new order will be issued on 29th December and will take 11-15 days to implement.

That will bring it up to seven weeks!

This is not third world service? What a joke!

Are you authorised to make changes on the account?

chrissie

156 posts

Master Geek

#421406 24-Dec-2010 19:02

What on earth do you mean - make changes?

I asked for information, left my number, they rang me back and gave me that information. End of story.

VinLew

210 posts

Master Geek

#421408 24-Dec-2010 19:13

chrissie: What on earth do you mean - make changes?

I asked for information, left my number, they rang me back and gave me that information. End of story.

If my friend ordered broadband, then I cannot ask Telstraclear to tell me what is happening with the order unless my friend rings Telstraclear and tells them specifically that I am authorized to talk about his order. Same applies here.
You cannot ask about or make changes to somebodys account without that person ringing Telstraclear and allowing you to represent them.

quickymart

13932 posts

Uber Geek

ID Verified

#421413 24-Dec-2010 20:16

chrissie - sorry, but I think you're missing the point everyone's trying to make: any information about someone's connection is private: regardless of whether it's a transfer or anything else; and if you were the company involved (for example), would you really want that information released to a non-related, non-authorised third-party? While I also realise you're trying to help - which is really nice of you, by the way, I'm wondering why are you calling if (in your own words) you don't know "anything" about the switching process?

As to the order not going through, unfortunately it looks like your friends are stuck until at least the New Year. Trust me, I worked for TCL (not TLC, btw) and this level of poor customer service doesn't surprise me.

wongtop

563 posts

Ultimate Geek

#421431 24-Dec-2010 21:43

If it were me I would be pulling the pin and going to another provider. I think NealR has helped you out already on a related issue, perhaps Telecom is worth a shot. Seven weeks for a move is just rediculous.

chrissie

156 posts

Master Geek

#421432 24-Dec-2010 21:52

wongtop: If it were me I would be pulling the pin and going to another provider. I think NealR has helped you out already on a related issue, perhaps Telecom is worth a shot. Seven weeks for a move is just rediculous.

Yes, NeilR helped me out on the same issue. I'll suggest to my friend that he and his wife might be better off with Telecom. Alhtough I think they switched to Telstra because they were disenchanged with Telecom.

Me, I'm with Orcon - no issues so far, but I'm not holding my breath. :)

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