[TelstraClear] falsely disconnected

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grasshoper

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Master Geek
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Topic # 111609 8-Nov-2012 19:17

So ive been a telstraClear cable customer for years. I arrived home yesterday to find my internet cut off. After calling them up they informed me my bill was quite overdue. I checked my bank statements and i had the payments gone out so told them there must have been some mistake. They looked into it and arrogantly informed me that I was in fact in credit by $150 with no apologies at all. They also said there would be a 48 hour wait before i could get reconnected. This is bloody rediculous because i am a IT student in the middle of third year exams and i need the internet to remote into a cisco lab set up i have at home. Its added unneeded complications coupled with the fact they have not been apologetic at all and I am still without internet.

ill change providors later this week but i really feel i need to vent my frustration on this issue.

scuwp

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Reply # 714373 8-Nov-2012 20:30

If connection is critical, I would suggest changing providers may be introducing another risk of possible interruptions to service if things don't go to plan, especially after 'years' of I assume loyal service. Annoying no doubt, accidents happen...perhaps, thankfully rarely, but I suggest taking a breath before cutting nose off despite face.

Always be yourself, unless you can be Batman, then always be the Batman

TelstraClear

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TelstraClear

Reply # 714532 9-Nov-2012 09:42

Hi Grasshopper. Sorry to hear about this. If you PM me your account number and a contact phone number I'll get the team onto it and get this sorted for you ASAP.

Gary

grasshoper

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Reply # 714594 9-Nov-2012 12:23

Thanks for your replies.

I spoke to someone this morning who was very apologetic and after telling him about the terrible treatment I had he went away and got me reconnected straight away. He also called me back and said he listened to the phone recording I had with the debt collection department about how they said my accounts were overdue when they actually wernt and said he will have a word with him about it. (wether he actually will is another story).

He also informed me that vodafone were the reason I was disconnected. apparently they went through and disconnected everyone who was overdue without warning to get in the most money they could and that there are many other people in the same boat as me. Surely they wouldnt actually just disconnect people without warning like that??

Either way ill be moving my land line, tv and internet off telstra asap and mobile off vodafone.

Regardless of whether this is vodafones fault or not, there is no excuse to cut me off without warning like that.

ill give telecom an email/call later when i have some time.

NonprayingMantis

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Reply # 714600 9-Nov-2012 12:33

grasshoper: Thanks for your replies.

I spoke to someone this morning who was very apologetic and after telling him about the terrible treatment I had he went away and got me reconnected straight away. He also called me back and said he listened to the phone recording I had with the debt collection department about how they said my accounts were overdue when they actually wernt and said he will have a word with him about it. (wether he actually will is another story).

He also informed me that vodafone were the reason I was disconnected. apparently they went through and disconnected everyone who was overdue without warning to get in the most money they could and that there are many other people in the same boat as me. Surely they wouldnt actually just disconnect people without warning like that??

Either way ill be moving my land line, tv and internet off telstra asap and mobile off vodafone.

Regardless of whether this is vodafones fault or not, there is no excuse to cut me off without warning like that.

ill give telecom an email/call later when i have some time.

what has vodafone got to do with it?

I know they own Telstraclear now, but there is now way in hell they are integrated to that level of management already where VF are doing credit control on Telstraclear accounts. no chance.

grasshoper

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Reply # 714604 9-Nov-2012 12:36

well im just going by what I was told by the person i spoke too earlier today...

wellygary

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Reply # 714607 9-Nov-2012 12:38

grasshoper: Thanks for your replies.

He also informed me that vodafone were the reason I was disconnected. apparently they went through and disconnected everyone who was overdue without warning to get in the most money they could and that there are many other people in the same boat as me. Surely they wouldnt actually just disconnect people without warning like that??

I call BS on that statement, I think you struck a disgruntled TC employee who is not a fan of VF

VF have said they are continuing to run TC as a separate stand alone entity for at least 6 months,

grasshoper

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Reply # 714608 9-Nov-2012 12:39

grasshoper: well im just going by what I was told by the person i spoke too earlier today...

for thr record i dont believe it either

plambrechtsen

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Reply # 714643 9-Nov-2012 13:09

grasshoper: Thanks for your replies.

...

Regardless of whether this is vodafones fault or not, there is no excuse to cut me off without warning like that.

ill give telecom an email/call later when i have some time.

Ouch is all I can say :(...

But feel free to email me pl at telecom dot co dot nz and I can get you setup on the package over and above what's on offer from Telecom publically. Plus there are some mobile discounts on plans there too.

heapsort

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Subscriber

Reply # 714675 9-Nov-2012 13:47

I'm on TelstraClear, been on an InHome cable broadband plus phone package for years, and had an incorrect overdue glitch this week - but no disconnection.

Was phoned at home two days ago (live person not a robocall) and told our account was "up to 30 days overdue." The person calling knew the amount of the last bill, but did not have enough information there in his system to tell me how many days overdue it supposedly was.

I was sure we had paid in full on time by internet transfer as usual, so I found the bill and logged in to internet banking while still on the call. Sure enough, we had paid the correct amount four days before the due date.

So it is apparently sorted. Fingers crossed.

Just hoping things go smoothly when we move house in a month. Planning to stick with TelstraClear and the same package, as our new house is in their cable region.

TelstraClear

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Reply # 714682 9-Nov-2012 13:54

Hi again Grasshopper. Apologies for any confusion. Vodafone were not the reason you were disconnected and we apologise for any information you have been given along these lines.

We will be happy to clarify exactly what has happened with your account once we take a look. Can you please PM me your account number and contact phone number? I'll personally get to the bottom of this one for you.

Gary

mattwnz

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Reply # 714683 9-Nov-2012 13:55

grasshoper: Thanks for your replies.

I spoke to someone this morning who was very apologetic and after telling him about the terrible treatment I had he went away and got me reconnected straight away. He also called me back and said he listened to the phone recording I had with the debt collection department about how they said my accounts were overdue when they actually wernt and said he will have a word with him about it. (wether he actually will is another story).

He also informed me that vodafone were the reason I was disconnected. apparently they went through and disconnected everyone who was overdue without warning to get in the most money they could and that there are many other people in the same boat as me. Surely they wouldnt actually just disconnect people without warning like that??

Either way ill be moving my land line, tv and internet off telstra asap and mobile off vodafone.

Regardless of whether this is vodafones fault or not, there is no excuse to cut me off without warning like that.

ill give telecom an email/call later when i have some time.

I hope you are getting some compensation, such as some free months of service. That is terrible that they just cut you off, and then such a big delay in reconnecting you. Didn't they even try to contact you before hand to tell you that their systems detected that you hadn't paid and they would be disconnecting you, to then give you the opportunity to pay.?
Hope they are couriering you a free mobile data connection to use in the meantime while yours is still down, or some other way to connect, if you need it for exams.

grasshoper

147 posts

Master Geek
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Reply # 716967 14-Nov-2012 11:43

The testraClear respesentitive here on geekzone was a great help. They are doing an investigation into the issue and will get back to me.. Will be interesting to see what comes of it. Has been no mention of compensation as yet.

StevieT

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Reply # 718163 16-Nov-2012 10:58

Gary,

Can you make sure this does not happen to me? Gathering from it happening to two (or more) people so far, I won't be a happy man if such happens.