[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?

chrissie

156 posts

Master Geek

#73841 23-Dec-2010 17:20

A friend of mine moved house a whole month ago and is still trying to get his old number connected there. There's been a problem with a prior existing Telecom connection, but that has now been cleared (it was disconnected earlier today).

When I rang TLC to find out the status of the connection "order", which had been put on hold (or rejected) because of the previous Telecom connection, they told me that they can't give me any information, as I'm not the account holder.

Why can't one ask a simple question about the status of a connection?

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#421064 23-Dec-2010 17:51

You answered your own question in your own post.

chrissie

156 posts

Master Geek

#421071 23-Dec-2010 18:32

This so called "privacy act" is a joke. I'm not asking for any information about the account or the account holder, just a simple question about the status of the connection. How else do you report a fault on a line that does not belong to you?

chrissie

156 posts

Master Geek

#421088 23-Dec-2010 19:36

I was able to get some info about the original service order, which was rejected on 16th December. A new order was issued today and the rep was just about to confirm the system acceptance, when we got disconnected.

Half an hour later when I finally mananaged to talk to a humnan being again, I was told that "Christine" would phone me back within the hour and the supervisor had approved this. They took my name and two phone numbers (land and mobile). I waited and I waited.

I rang a third time and was told that nobody by the name of Christine worked there and that there was no record of my name or phone number. Sorry, ma'm, can't help you.

I rang Faults. The guy I spoke to, who is in Auckland, confirmed the new order was being processed, but could take several days, as it had to go through the wholesaler (Telecom). There's no way this order can be expedited, even though TCL promised my friend that all would be fixed no later than 16th December.

This is third world service, folks.

johnr

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#421094 23-Dec-2010 19:54

No its not 3rd world

richms

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#421110 23-Dec-2010 21:05

Either you are authorized to do stuff to the account, or what you have done is impersonate someone who is which is not legal.

Richard rich.ms

johnr

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#421118 23-Dec-2010 21:33

Why would anyone call it 3rd world is beyond me

richms

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#421125 23-Dec-2010 21:39

At least in the third world you would be able to bribe someone to get yourself a port when there were none available, or have a tech come out ahead of other jobs ;)

Richard rich.ms

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Ragnor

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#421133 23-Dec-2010 21:45

richms: Either you are authorized to do stuff to the account, or what you have done is impersonate someone who is which is not legal.

This, better safe than sorry.

You could surely have got the account holder to authorize you if needed?

chrissie

156 posts

Master Geek

#421155 23-Dec-2010 22:19

richms: Either you are authorized to do stuff to the account, or what you have done is impersonate someone who is which is not legal.

I didn't impersonate anyone. I made it clear from the outset that I was a friend, trying to help.

Why does it take over a month to port an account from one address to another, hmm?

Why does TLC promise a phone will be functional on a certain date (16th December) and then cancel the order on that same date, hmm?

I can recall moving a house years ago, when Telecom was the only player and the phone was available at my new house the very next day.

How things have changed!

VinLew

210 posts

Master Geek

#421157 23-Dec-2010 22:25

richms: Either you are authorized to do stuff to the account, or what you have done is impersonate someone who is which is not legal.

Exactly that. If you are not authorised, then you should not be able to do anything on the account. If you are impersonating, then you are obviously breaking the law. Have you got the account holder to ring up and authorise you to make changes to the account?

chrissie

156 posts

Master Geek

#421158 23-Dec-2010 22:27

johnr: Why would anyone call it 3rd world is beyond me

I'm calling it "third world", because:

(a) In the first place, service was promised and not delivered
(b) My first call was terminated before the service person had finished talking to me
(c) It took half an hour to connect to a human being again
(d) He promised that the original service person would call me back within the hour, but this didn't happen and I had to ring yet again
(e) A third service person told me that my name and two phone numbers were not to be found anywhere on the system (though they had been recorded) and that the first service person didn't exist
(f) The simple question "Is the phone number in the process of connection?" could not be answered

Furthermore, when many New Zealanders are out of work, why are telcos employing people in the Philipines, who have difficulty speaking clear English?

chrissie

156 posts

Master Geek

#421161 23-Dec-2010 22:30

VinLew:
richms: Either you are authorized to do stuff to the account, or what you have done is impersonate someone who is which is not legal.

Exactly that. If you are not authorised, then you should not be able to do anything on the account. If you are impersonating, then you are obviously breaking the law. Have you got the account holder to ring up and authorise you to make changes to the account?

I didn't make changes to the account.

The account holders have been tearing their hair out trying to get this number operational. They are at their wits end. I offered to try and help. Quite simple really.

Why are you all having a go at me?

muppet

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#421164 23-Dec-2010 22:43

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.

TelstraClear are a horrid company to deal with. You only have to read all the other forum posts to realise this. They have great advertising, they have a good product when it works. But if you need to call them, you're often better off talking to a wall as you found out.

And yes, the privacy act can sometimes seem to be a pain in the butt. And while it does sometimes cause grief, it's there for a good reason.

I don't know what more anyone else can offer you. TelstraClear is terrible. Most of the others aren't much better.

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

OOOHHHH HYPERFIBRE!

VinLew

210 posts

Master Geek

#421166 23-Dec-2010 22:50

muppet: Most of the others aren't much better.

I've had good experiences with Telecom broadband, but others may say otherwise. It really depends who you ask.

richms

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#421168 23-Dec-2010 22:51

Something doesnt addup with the story. Whenever I have called on behalf of people, they have always insisted on IDing the account holder first and having them authorise me before I could do anything with the account, now I have not done it with telstra clear, but with telecom, vodafone, orcon it has all operated that way.

I have given then the name/number of the account, they asked who I was and when I gave them my name then they asked to speak to the account holder.

I would be more angry at them if they gave any account details to someone they had just ID'd as not the account holder.

If they have in the past authorized you to enquire or change the account, then telstra needs a kick for being useless customer service wise.

if you have never been authorized, then they need a kick for slack privacy enforcement.

Richard rich.ms

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