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Frequent Contributor
Frequent Contributor

Re: How to have someone from Customer Service actually care about a problem?

Rita • 12:13 PM
You want to keep more rings is that what you need Tony?
You • 12:14 PM
PLEASE TRANSFER ME TO YOUR SUPERVISOR
Rita • 12:15 PM
I am sorry I can help you here.
Rita • 12:15 PM
And as I checked here there are already set up to 5 rings.
You • 12:15 PM
it is not working
Rita • 12:15 PM
Now I can make it to more rings.
Rita • 12:15 PM
Let me try here.
You • 12:15 PM
we get 3.5 rings before it cuts off
Rita • 12:16 PM
Let me make it to maximum and will check again.
You • 12:16 PM
what is the maximum?
You • 12:16 PM
or, what is the number just before the maximum?
You • 12:17 PM
do u understand we don't want it to ring at all BEFORE diversion, don't you?
Rita • 12:18 PM
I do understand Tony.
You • 12:18 PM
just making sure, sorry.
Rita • 12:18 PM
I have made changes here so that from now if any one calls there will be no rings before diversiom.
You • 12:18 PM
call to landline, zero rings, divert immediately and then ring for maximum rings (hopefully 12)
Rita • 12:19 PM
Yes..
You • 12:19 PM
can u ring now? it is diverted. hopefully it will work
Rita • 12:19 PM
It will take 1 to 2 hours Tony.
You • 12:19 PM
(instead of just cut off after 3 rings)
You • 12:19 PM
2 hours??
You • 12:20 PM
are u changing the "landline ring before divert" or something else??
Rita • 12:20 PM
Yes because I have just made changes and from the back end system to be completed it will take 15 minutes to 2 hours.
Rita • 12:20 PM
I request you to understand the process.
You • 12:20 PM
okay that is fine
You • 12:20 PM
understood
Rita • 12:20 PM
Thank you.
Rita • 12:20 PM
Will there be there anything else that I can assist you today?
You • 12:21 PM
so, please confirm what u are changing. is it the "landline ring before divert" setting?
Rita • 12:21 PM
Yes that's right. no rings before diversion.
You • 12:21 PM
good.
Rita • 12:21 PM
Yes..
You • 12:21 PM
now, what about the "landline ring AFTER divert"?
Rita • 12:21 PM
Is there anything else that I can assist you today?
You • 12:21 PM
what number is that??
Rita • 12:22 PM
It is 04XXXXXXXX
You • 12:22 PM
no, not where, how many rings?
Rita • 12:22 PM
maximum 10 rings.
You • 12:22 PM
can you check the setting please?
You • 12:23 PM
or is that jsut the maximum possible?
Rita • 12:23 PM
It is maximum Tony.
You • 12:23 PM
it is set to 10 rings. "landline divert rings for 10 rings"
You • 12:24 PM
that will be great
Rita • 12:24 PM
Yes..
You • 12:24 PM
"landline 0 rings (since it is diverted), then 10 rings to that diverted number"
You • 12:25 PM
is that a valid statement?
Rita • 12:25 PM
Yes that's right.
You • 12:25 PM
ok. excellent!
Rita • 12:25 PM
Thank you.
Rita • 12:25 PM
Will there be there anything else that I can assist you today?
You • 12:26 PM
we've been told before it can take up to 4 hours to make such changes so we will test at 4:30 PM today (my local time - it is 12:25 PM here now)
You • 12:26 PM
if it does not work what reference number is this chat?
Rita • 12:27 PM
It is -950077226-3968
You • 12:27 PM
excellent
You • 12:27 PM
thank you for your time
You • 12:27 PM
HAND
You • 12:27 PM
Have A Nice Day
Rita • 12:27 PM
You are welcome.
Rita • 12:27 PM
Thank you and you too:)
Rita • 12:27 PM
It was great chatting with you. Have a great day! Please click on 'END' button to end the chat.

 

 

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Frequent Contributor
Frequent Contributor

Re: How to have someone from Customer Service actually care about a problem?

11:44 AM local time next day.

 

Just rang the landline and it rang on the diverted mobile as required, but instead of cutting off after 3 rings it actually rang for 10 rings!  

 

So all good.

 

The trick is, how long till this ("Number Has Been Disconnected", Line reset, settings lost, recreate the diversion, and chase up to fix the number of rings after divert) repeats again, as it did in August, October, November and December?  

 

We can only assum that initial order stuff-up by Cairns Central Optus store staff is the reason for all these  ongoing problems.  Stay away from them! 

 

Stay tuned.....    

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Frequent Contributor
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Re: How to have someone from Customer Service actually care about a problem?

11-Jan-2018.  9:45 AM  

 

We got a complaint from a tour agency they could not ring us.  Ringing our landline gives a "Optus advises the number you are calling has been disconnected."

 

We just lost $1,000s of dollars of bookings, and $1,000s a day now as this stays down.......  Smiley Mad

 

Starting a online chat now. On "hold".....  (there is no priority line to ring etc).  9:49 am.  

 

Got a chat started at 9:54 AM 

 

see below re the Chat contents.  it still took TOO long to resolve this......  Smiley Sad

 

 

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Re: How to have someone from Customer Service actually care about a problem?

I wont post the whole Chat here.  But it is 10:40 AM.  We just finished.  The whole rigmarole of "....is your landline plugged into Port X of your router?", etc. Sigh.  The landline has been reset and is ringing.  Phew.

And I have been promised the diversion to mobile will happen "within 4 hours" (till then business will be lost as no one is in the office answering calls! Smiley Mad), and that it will divert to mobile after 0 rings and stay ringing for 10 rings.   Let's see.....   

Till next month?  Next week?  Smiley Frustrated

 

 
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Re: How to have someone from Customer Service actually care about a problem?

"Optus advises that the number you have dialed has been disconnected."

 

Again!

 

Note that our account is automatically debited from our credit card, and our landline, NBN and mobile are all on a "free" calls plans so it never goes over the monthly fee.

 

Anyway, this time we're contacting Optus again. 

 

For the same problem.

 

Again.

 

Here goes.....

 

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Re: How to have someone from Customer Service actually care about a problem?

I've gone quiet!

 

Well, there's a simple reason.

 

This FTTP NBN Internet, NBN landline and mobile phone were all switched from Optus to Dodo (yes  'crap' Dodo!!), and it's been 6 months WITHOUT A SINGLE FAILURE.

 

How's that for "customer service" Optus?  

 

 

 

    Smiley Very Happy  

 

 

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