I relocated home a month ago and have been trying to connect internet. Every time I ring Optus I get a different story. The previous tenants had a phone line and have not disconnected their service. However, I supplied Optus with a copy of my lease and still the answer I got back was "no vacant pair" which Optus got from Telstra.
The previous tenants were with iprimus and their line should be disconnected next week according to their mail I looked at.
Ive rang Dodo and they say they can connect me no problems.
I am so confused as I can't get a straight answer from anyone or the same answer twice. I don't understand DSL as I came from NBN and before that naked. I've been an Optus customer for 20years but can't keep going with no internet. Advice??
Dodo may or may not be able to connect you. They have a penchant for saying yes to anything and then no a bit later on.
How long before you get the NBN back?
Maybe grab a month to month wireless broadband pack (12Mbps) from optus if you want connections fast. There's also other ISPs offering month to month plans over ADSL that maybe can just get you back on line. After all, if Optus are just saying its your problem and they can't do anything then presumably they don't want your custom all that much?
Otherwise perhaps wait the week and try again with Optus - they don't seem to have a very good process in place for dealing with households where previous tennants have left without properly ending their internet contracts.
NBN unfortunately isn't going to be in the area I've moved to for at least another 12mths.
I might have to look into other internet options. It's hard with 4 kids too not having internet for a few months.
I am figuring that Optus don't have a process in place to disconnect phone lines. I had to inform the Optus team of my legal rights of supplying proof of tenancy.
Is this why they say no vacant pair? Do you think I will be able to connect once previous tenants phone line is disconnected?
Phone lines are controlled by Telstra (for a little while longer) So I assume Optus ask Telstra and Telstra say they are in use. Both Optus and Telstra could go the extra mile and sort it properly but once you are dealing with inter ISP relations it can get fraught.
Proof of Tenacy should be enough (especially as the registered 'tennents' haven't paid for months) but hopefully things should reset when the disconnection goes through.
FWIW "No vacant pair" could mean the line to your home is 'owned' by previous tennents but it could also possibly mean that there is no space for new connections at the exchange (node). Something to find out.
Optus tell me it's my problem if Telstra don't disconnect the line even after supplying my lease.
Unfortunately they don't explain things to me either. At first they told me there's no ports available, and then no vacant pair. I get no other explanation.
It just seems that loyalty and customer service mean nothing to Optus these days. I feel that is worse, when they aren't even willing to explain things properly to me in laymans terms 😥
Hey @cazamc, I'm sorry to hear you have been struggling to get this one connected. I'll be happy to look into the notes on our end to provide more information/solutions. Please feel free to send me a private message with the below details and follow up asap.
Are You The Primary Account Holder: Yes/No