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Installation cancellation

Level 2
I have requested my installation request to be cancelled and I was advised I needed to request in writing and I couldn’t speak to anyone from the cancellation team to help me over the phone. Seems strange for requesting a cancellation of an installation to be only done via email with no one to speak to. I had a previous issue with your sales team where they set up two accounts in error and charged me twice and took me months of chasing up and calls with promises of call backs which never happened, promises of case notes that they did not make so I had to repeat my self over 20 times. Was only fixed when I had to report to the ombudsman. It was one of the most frustrating and stressful times of my life and only continued because I was on contract. So I am very anxious that this will happen again.
Can someone please get back to me that the installation is cancelled and no fees will be charged?

Hi @Lukeandliz,


Welcome to the Community!


I've located your account using your Community details and can see that you've requested for an ADSL2+ home bundle.


We've recieved an update from the Telstra technician that we are unable to complete the installation of the services as they can't find any Lead-in cable.


Lead-in is the cabling from the last distribution point up to Network Boundary Point ( e.g. first socket , MDF). Usually colored in "black"and has two pairs of wire. A Lead-in cable can be either be called an Aerial Lead-in or sometimes called "drop wire" wherein the cable usually comes from Pole or an Underground Lead-in wherein the cable comes from Pit or pillar that is buried underground.


In situation such as this, we can recommend our preferred supplier to do this lead-in work for you or you can hire your own private contractor.


Regrettably, I understand that you've decided to cease the installation of your services. We require customers to send written cancelation notices via email.


Nonetheless, I've now arranged for a call from one of our Account Specialists to discuss and finalise this with you today between 3:00pm - 4:00pm AEST.


Should you have a preffered time and number for the call, please send this to us via Private Message.


For your reference, please see How do I private message (PM) in the community.



Level 2
Hi Erika, not surprisingly I haven’t received a call as promised and with past experience I probably won’t get one unless I call and be then transferred to numerous departments with still no solution to my issue. Can you actually deliver on a promised phone call or do I need to waste a day chasing?

Hi @Lukeandliz, our Escalations Team tried to contact you yesterday, but to no avail. We will make a follow up and will have a specialist contact you asap to discuss the matter.


Hi @Lukeandliz


We've made a follow up and multiple attempts were done earlier between 1:30pm till 3:44pm today, but it seems like your number was engaged.


Should you have an alternative contact number, please let us know so that we can rearrange this call for you.