Telstra and the NBN

If you’re in Australia, you will probably understand my frustration at the moment. The government decided to install a wonderful new National Broadband Network which would give us the most wonderful fast internet across the country.

It has cost the country a fortune and has been nothing but a headache to anyone who has been forced to instal it.

Our telecommunications provider is Telstra. The NBN technician came on time on the 9th October as organised previously and he was very helpful. He stayed while we set up the new modem which Telstra had previously sent us and then we tried to connect. Surprise! Surprise! Nothing happened. We have no internet.

I rang the Telstra support number as I have done at least 7 times since, each time reaching a call centre in India. Each time I have been told that it would be fixed within 24 to 48 hours and that they would add data to my mobile phone so that I could access the internet that way. It certainly hasn’t been fixed (today is 18th October) and I haven’t had extra data put on my phone as they said. They have updated my monthly allowance considerably, at least. So we have been hotspotting our iPads and the laptop but I can’t seem to work out how to use my printer and the AppleTV.

I have been asking to speak to the supervisor but they are always busy. Today I was told that they would call me back in an hour but that hasn’t happened. I am told that we have a case manager and I have asked to speak to them but I’m told that they won’t talk to me. I’ve asked for an update and am told that the advice that it would be fixed in 24 or 48 hours is the update. When I ask why it takes so long I am told something has gone missing. What has gone missing? Can they replace the missing thing? Do we need a new modem? What is going on?

It is so annoying. We are long time customers of Telstra. We even have shares in Telstra!

Come on Telstra. Lift your game. This is not good enough. At least talk to us and tell us what the issues are.