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No phone or internet

Level 1a
Both our home phone and internet service were cutoff yesterday without notice at 2pm Adelaide time. We are still without both as we speak. We contacted customer support who couldn’t get in touch with an engineer for us. We were then messaged later advising that a Telstra engineer would look at the issue by the 28th December!!! That’s 1 week from when the problem occurred, potentially leaving us without these services for 1 week. I feel that this is unacceptable and would like for someone to look at this ASAP as it was an unplanned interruption to our services. I would also request you please advise what the process is to claim compensation or credit for this unplanned interruption to our service?
3 REPLIES
Moderator

Hi @tc66,

 

Welcome to the community!

 

We'd love to help see what happened on this. To better understand the situation. Kindly PM me your account details (username/customer or contact number associated with the account)

 

Cheers!

Moderator

Hi @tc66,

 

Thanks for sending the details. We'll have this checked and get back to you shortly.

Moderator

Hi @tc66,

 

Our Engineering Team have escalated this to Tesltra. We have identified that the issue is with the network controlled by the Tesltra. This unfortunately means only Tesltra technicians have the authority to fix this fault.

 

We have advised by Telstra will endeavour to restore service by anytime between now and 28/Dec/2017.

 

We will pass your compensation request to our Engineering Team.

 

Please be advised that any compensation request will be subject for approval and investigation once the Technical Issue is resolved.

 

Cheers!