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3 posts

Wannabe Geek
+1 received by user: 2

Topic # 115357 23-Mar-2013 02:55
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As TC is now merging with Vodafone apparently this is the place to post this issue.

I moved to Auckland on February 17th for schooling and I was in need of internet service due to the residential village's proximity from the campus' wireless hotspot.

After comparing the various promotions available I decided Telstraclear's free install/free 2 month/free router broadband with 60gb usage pack was the best option for me. I called to schedule an install in late February.

I was told that a technician should be coming "soon" to activate the service - no date was actually confirmed for the install. I received the router promptly and on the 11th of March I was told that my service was activated (via email). Unfortunately, it wasn't.

Furthermore, the Landlord at my dorms informed me that no one had come to request the key for the box; no tech had ever come to activate my service and this is clearly documented as there's a sign in sheet for everyone who wants access to the box on our premises.

I've called numerous times over the past 2 weeks and have been given the runaround. Every time after an extensive period on hold I've been told that it would be sorted out; of course I'm never informed of how or when. There were apparently 2 more attempts to install the service at my address (both those attempts were undocumented no shows by the tech).

I receive no information about the situation - just empty promises of call backs and endless hold times. It's been almost a month since I initially signed up for the service, and I am forced to use a USB dongle on my mobile phone to access the internet. Customer service has done nothing to help.

No installation date has been confirmed; any so called attempts by a technician in order to rectify the problem are undocumented and for all intents and purposes didn't happen. Are there any representatives here that can help?

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698 posts

Ultimate Geek
+1 received by user: 399


  Reply # 786492 25-Mar-2013 08:02
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Hi there, I've just sent you another PM, but forgot to ask if you could please include your TelstraClear account details in your reply. We'll find out what's happening for you.

3 posts

Wannabe Geek
+1 received by user: 2

  Reply # 786564 25-Mar-2013 11:00
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Yep, I got the message. Thanks Demeter, I appreciate the help.


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3 posts

Wannabe Geek
+1 received by user: 2

  Reply # 787944 27-Mar-2013 13:43
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Just an update - shortly after posting this I received numerous PMs from Vodafone/Telstraclear reps on the forums. They have quickly gotten this cleared up and my internet is installed.

I'd like to add a special thank you to Paul, who made sure to keep me informed. He also was kind enough to extend my free promotional period another month as an apology.

Thanks a lot guys.

698 posts

Ultimate Geek
+1 received by user: 399


  Reply # 788675 28-Mar-2013 14:37
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Nice one, glad it's all sorted! Just in time for cute bunny pics for Easter. :)


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