[TelstraClear] Longtime Customer, new customer?

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jonherries

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#99948 30-Mar-2012 13:58

We have just sold our house and spend $55.95 a month with Telstraclear on naked inhome cable broadband (just saw the $65 option and that looks nice...).

We won't have a home for a while (staying with a a friend), so we will use her connection.

I tried the online chat on the telstraclear website, but it is down, and I don't feel like calling as I am at work.

Is it best that I close our account, as last time we went on holiday for a few months, they told me it would be a big hassle to do this.

Are there term contracts if you re-sign up when you have been a customer as this doesn't show on the site?

Feedback would be appreciated.

Jon

TelstraClear

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#602515 30-Mar-2012 14:00

Hi Jon,

If you email me your account number and some contact details I'll ask one of the team to look into this for you.

Cheers, Gary

jonherries

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#602550 30-Mar-2012 14:44

Thanks Gary. have done this.

Jon

jonherries

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#602829 31-Mar-2012 10:12

Turns out to be as depressing as I thought. This might be useful for others and the "solution" is:

Either I keep paying while we don't have a house and don't need a service.

Or

I cancel my account and re-sign as a new customer for term contract when we have a house.

Unfortunately, as I am not interested in being tied into a contract for service, I will probably be looking for a new ISP.

Looks like Telecom is offering no contract internet, but it isn't naked DSL...Any thoughts?

Jon

phantomdb

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#602850 31-Mar-2012 11:09

maybe sign up for dial-up to keep your account active and then disconnect cable? or be a good freind and loan the equipmenet to a freind who will pay the bill??? of course they will have to be in a cable area.

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quickymart

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#603055 31-Mar-2012 21:26

The cable system will still need to be physically installed at the friend's house.

jonherries

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#609895 16-Apr-2012 11:46

Just to follow up on what is becoming a protacted saga.

Called twice last Thursday (12th) around lunchtime, was hung up opn by the system twice, without getting to speak to anyone, but after spending 5 mintues talking to the automated system to put in my account number and date of birth.

So I filled out the email form, we will get back to you within 48 hours.....

105 hours later (nowish) I tried to follow the instructions to log into the customer support site to see where it has got to.

Tells me to put in my email address and password.
I have a username and password of those for logging into my account, doesn't work. Try the other one given to me for logging into my account. This doesn't work either...

So I call again, and the system hangs up on me again...

I had heard they were bad at customer service, but this is pretty ridiculous.

jonherries

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#609925 16-Apr-2012 12:00

Further update, tried to sign up for online support.

Told my address had already been registered, so I reset the password, to the same as my customer account, which appears to be different to a support account as you need to sign into both to get get access to each.

So to summarise

Support - you need an email address, not your username or account number.
Your account you need a username or account number, but not an email address.

Long story short, they have done nothing with my email request either...

Jon