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mobile phone issues outgoing calls

janheys
Level 3
Level 3
‎13-12-2021 09:57 AM

after 3 calls to support and being told "you have been moved to our new portal" we are still uable to make calls from the mobile service. 

this has been happening for 4 days now and we can not seem to get any resolution. analyst trouble shoot and say they will escalate and we are still waiting for yet another call back.

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6 REPLIES 6
Ahra_G
Moderator Moderator
Moderator
‎14-12-2021 05:47 PM

Hi @janheys, 

 

We certainly would like to check the status of your service and we're sorry to learn about the difficulty in reaching a resolution. 

 

I have since raised your concern to our Mobile support Team and kindly wait for the call today. 

 

Recent notes on the account indicated that their team has tried contacting you to no avail. Should you have a preferred time to receive a call, please do let us know. 

 

 

Regards,

Ahra_G

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janheys
Level 3
Level 3
‎15-12-2021 09:11 AM

We have been told on Monday that there is a "technical" issue with our account moving to Nova. and the issue would be escalated. NOTHING has changed. Very tempted to change providers as this has been happening for a week now

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Ahra_G
Moderator Moderator
Moderator
‎16-12-2021 02:06 PM

Hi @janheys, I've since checked your account and recent update indicated that the a Mobile support specialist has contacted you yesterday and was advised that their team is working on a resolution. 

 

Further updates will be provided via phone call or SMS. 

 

 

Regards,

Ahra_G

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janheys
Level 3
Level 3
‎16-12-2021 07:59 PM

Thank you, however t has been escalated since Monday and it is still not fixed. Very disappointing customer service.

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janheys
Level 3
Level 3
‎17-12-2021 08:10 PM

So much for escalathon! it has now been another 24 hours and the service is still  not resolved.

we have been told twice it is our address that is the issue, it is the same address we have had on your system for the last 10 year and our NBN is connected to. will you please FIX THE ISSUE ASAP.

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Anonymous
Not applicable
‎17-12-2021 08:23 PM

We chased this with our Mobile Team for additional reference on the ongoing investigation, expect an updates from them when it becomes available.

 

Regards,

 

 

Thank you, however t has been escalated since Monday and it is still not fixed. Very disappointing customer service.

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