We recently had a big storm. It was a big deal and our street even made it onto the evening news. Trees brought down power lines and poles and we were technically homeless for a few days. On the 3rd day the power was restored and we moved back home and started cleaning up the mess.
I have spent the last 2.5 weeks trying to get Telstra to reconnect my phone line and cable Internet connection. Every time I speak to someone in their offshore call centres they are perfectly polite and they promise to get it fixed. However, it never happens. Technicians have been booked that don’t turn up. The ones who do turn up cannot make the reconnection as a really big cable has been cut and they book it in to be repaired.
Days later it is still not repaired and the cycle starts all over again.
Now I am getting text messages from Telstra telling me that my phone line is working (which means they are no longer trying to fix it) but it is not working, as they have not restored the large cable that supplies the whole street. I called them back to let them know that it has not been fixed and they sent a technician right away to secure downed power lines – clearly something was lost in translation and he could see the problem but could not fix it.
I even made a complaint to the ombudsmen and Telstra didn’t bother to call me after that. They clearly don’t give a shit. What gets me is the denials, broken promises and blatant lies.
I have now made contact with someone in the complaints department and it should be fixed in another week… just not good enough.
On the flip side Ausgrid (another seemingly soulless corporation) have been great with recent storm related outages, updating us instantly on their website and via twitter. They get it and they talk to their customers. If only Malcolm Turnbull lived on my street… I’m sure I would have been connected by now.
Telstra Sucks ☹