[TelstraClear] Is 3 Months too long?

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kdn

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Topic # 13655 22-May-2007 11:31

Still waiting for cable to be installed.. its been 3 months now, all the paperwork was done long ago. the cable needs to be run to the house and everything yet (ie. no work at all has started).. I have had no contact with the contractor. TC say its all ready to go and should happen soon (that was about 3 weeks ago).

If TNZ had naked dsl I would've gone with them 2 months ago but now being net-less for this long I have to do something..

Flamer.

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Reply # 71663 22-May-2007 13:22

I'd have been on the phone to them weeks ago. It only took a couple of weeks for them to cable up my place.

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rscole86

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Reply # 71669 22-May-2007 13:28

That is far too long IMHO.

I was told the same thing when I wanted to get it installed in late January. I wrote a letter to complain, and I had the install done within 2 weeks.

kdn

198 posts

Master Geek
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Reply # 71823 23-May-2007 09:39

Well ironically when I got home from work yesterday telstra were there and had half finished boring the the cable and were there again this morning when i left for work. So I guess now that the cable is in place and telstra will have the bill for the install they should be quite keen to get the connection finished up and get me online.

Flamer.

Level10

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Reply # 72213 25-May-2007 14:48

I had the same problem, in fact I'm still waiting for a phone line to be installed (going on about three and a half months now). They seem to think it's already underground but every time a technician comes to install it, it magically disappears. Been on the phone for weeks and sent an email a couple of days ago, so far: squat.

kdn

198 posts

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Reply # 72219 25-May-2007 15:34

Yeah actually they showed me what they had done on tuesday, they had done half of the cable run. 3 days later I have yet to see them again and am pretty sure it hasnt been completed since the concrete where the cable is supposed to terminate has not been pulled up yet. Who knows when they will return.. thats the thing that annoys me the most is the lack of communication, just saying we will be back in x number of days to complete the job would make me a bit happier.

Flamer.

Kittychan

85 posts

Master Geek

Reply # 72566 28-May-2007 19:27

Hi there

I didnt know that many people are facing the similar problem. I have been waiting for 1 month + 1 week now. I guess I have to write a formal complaint..

kdn

198 posts

Master Geek
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Reply # 72625 29-May-2007 09:11

yeah but to whom? if you write to telstra they will tell you they have passed the job onto the contractor and its their holdup, and you can't write to the contractor because you wont know who it is until their van pulls up outside your house.

Update: still have half finished job.. still yet to see contractor again.. its been a week since they did the initial bore.

Flamer.

Level10

18 posts

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Reply # 72711 29-May-2007 15:43

Well, there's always Fair Go.

Kittychan

85 posts

Master Geek

Reply # 72715 29-May-2007 15:57

I just gave Telstra a call and you know what they said to me !!!!! your request has been cancelled.... What da !!!!

kdn

198 posts

Master Geek
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Reply # 72717 29-May-2007 16:09

bugger!

be aware though, a lot of people have complained on here about ringing telstra and being told one thing then ringing back and being told completely another. If it was canceled you would really hope they would notify you of it.

the problem with going to any consumer affairs board is no money has changed hands and no guarantees have been made on timeliness, I guess its just a 'best effort' type of deal but then again I would rather have paid $149 to have it installed within a week as telecom normally charges when they don't have a special offer.

Flamer.

Level10

18 posts

Geek

Reply # 72724 29-May-2007 17:04

While no guarantees have been made on timeliness, we should at least expect the job to be completed within a reasonable amount of time. In my case I was given an estimate of 6-8 weeks and I'm still waiting for the other half of what I signed up for three and a half months ago.

amigo

159 posts

Master Geek

Reply # 72727 29-May-2007 17:27

I'm up to day 68 myself (about 2 months and a week) of being in my new house, three weeks before I moved in they confirmed that the install was due on the Monday after I moved in...

The Astute guy I was dealing no longer returns my calls, the Telstra guy quit (or maybe fired for waiving the $450 excess install fee??) two weeks ago and didn't pass my job onto anyone else. An installation technician was supposed to come on Friday afternoon... took that afternoon of work specially but he was a no show... Turned out that he was sick and they were trying to call my on my old Telstra number that had been disconnected... the replacement Telstra guy didn't think to pass on my cell phone number. So had a guy out this morning... he fitted the plug in the wall but couldn't do much else as the cable still needed to be run across the street and they still had no consent from Orion. But he said he's just booked an 'urgent' consent... so Orion might come out today or tomorrow... then several emails must be exchanged before he can come back to finish the job.

If it goes on till 3 months like yours, then I might just say forget it — they'd be pissed then after paying all the underground work!

Kittychan

85 posts

Master Geek

Reply # 72728 29-May-2007 17:30

The funny thing is my house is in Wellington city and next to the main road. There is also a pole that they can wire the cable to my house but they said they want to go undergroud???? What da !!!

Called them today and again they said they will give me a call back. The lady who deals with this issue is full of ......

Level10

18 posts

Geek

Reply # 72729 29-May-2007 17:33

I've had several "call backs" that never came. At the moment I'm waiting for a call from a manager.

Kittychan

85 posts

Master Geek

Reply # 72730 29-May-2007 17:45

By the way, where is the telstra manager in this forum??? Help us around here would you......

I am writing a formal complaint at the moment. Do you know where should I send it to?

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