L3XII
20-03-2009, 07:14 PM
I recently moved home. On Monday I rang People Telecom to explore having my service relocated. I say explore because I shopped around and got estimated time frames from other providers, on how long it would take to connect.
I was told by most providers that it would take under a week if there was already a line to the house that was ADSL capable (there was). Universally I was told the only hold up, and the only reason it takes more than a few hours is how long the third-party infrastructure providers (Telstra) take to provision the speed codes for the line.
When I spoke to someone from People Telecom they told me that they usually say 10 days, but that it has been a very long time since it has actually taken 10 days, and that as long as Telstra enabled the speed codes on the line by the end of the week, then I could have my ADSL by the end of the week. I was told repeatedly that the only hold up would be Telstra. I was told that because I was keeping the same number, and was in the same location, that as soon as the codes came through my account would "just work". No permission changes needed, no account detail changes needed, it would "just work".
I was told that as soon as I saw the green ADSL light come on, my ADSL would be working. I was told that if it was not, that I could ring technical support "24 hours a day, 7 days a week" and they would be able to help.
The green ADSL light has been on for hours now. But my ADSL is not working.
I rang technical support and was basically told tough luck. Ring back on Monday, this is a customer support issue, not a technical issue. I persisted and insisted on talking to a supervisor.
The supervisor confirmed that Telstra has completed their work. Confirmed that People Telecom's database has been updated with the new codes.
But he still told me he couldn't do anything because my account had been disabled, and I would have to wait until Monday for someone from the provisioning the department to re-enable my account and set new permissions... (Remember the part where there was meant to be no permission changes?)
He insisted that there is not a single person who can re-enable my account working until Monday. Working in IT my self (on very high end systems), I find that incredibly hard to believe.
I signed up for another 24 month contract based on what I was told by customer service. Based on the promise that "24 hours a day, 7 days a week" I could ring up to get the process finalised, as soon as the green ADSL light came on.
In other words I was lied to, and that lie lead me to sign a 24 month contract.
Ignoring how disgusting I find the lies, I find it absolutely ludicrous that sheer bureaucracy is preventing what should be a simple, simple change to People Telecom's systems by People Telecom's staff.
All the external tasks are done... all that needs to be done is for someone at People Telecom to re-enable an account that should never have been disabled, but they can't do it because they are running around bouncing off bureaucratic red tape.
I was told by most providers that it would take under a week if there was already a line to the house that was ADSL capable (there was). Universally I was told the only hold up, and the only reason it takes more than a few hours is how long the third-party infrastructure providers (Telstra) take to provision the speed codes for the line.
When I spoke to someone from People Telecom they told me that they usually say 10 days, but that it has been a very long time since it has actually taken 10 days, and that as long as Telstra enabled the speed codes on the line by the end of the week, then I could have my ADSL by the end of the week. I was told repeatedly that the only hold up would be Telstra. I was told that because I was keeping the same number, and was in the same location, that as soon as the codes came through my account would "just work". No permission changes needed, no account detail changes needed, it would "just work".
I was told that as soon as I saw the green ADSL light come on, my ADSL would be working. I was told that if it was not, that I could ring technical support "24 hours a day, 7 days a week" and they would be able to help.
The green ADSL light has been on for hours now. But my ADSL is not working.
I rang technical support and was basically told tough luck. Ring back on Monday, this is a customer support issue, not a technical issue. I persisted and insisted on talking to a supervisor.
The supervisor confirmed that Telstra has completed their work. Confirmed that People Telecom's database has been updated with the new codes.
But he still told me he couldn't do anything because my account had been disabled, and I would have to wait until Monday for someone from the provisioning the department to re-enable my account and set new permissions... (Remember the part where there was meant to be no permission changes?)
He insisted that there is not a single person who can re-enable my account working until Monday. Working in IT my self (on very high end systems), I find that incredibly hard to believe.
I signed up for another 24 month contract based on what I was told by customer service. Based on the promise that "24 hours a day, 7 days a week" I could ring up to get the process finalised, as soon as the green ADSL light came on.
In other words I was lied to, and that lie lead me to sign a 24 month contract.
Ignoring how disgusting I find the lies, I find it absolutely ludicrous that sheer bureaucracy is preventing what should be a simple, simple change to People Telecom's systems by People Telecom's staff.
All the external tasks are done... all that needs to be done is for someone at People Telecom to re-enable an account that should never have been disabled, but they can't do it because they are running around bouncing off bureaucratic red tape.