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RetiredModerator Steph_C
RetiredModerator

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

Glad we got there in the end @skris88 - do shout out if you need help with anything else in future,we're more than happy to lend a hand.

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Frequent Contributor
Frequent Contributor

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

It's been more than 3 weeks now, and everything is as it should be!  Case closed!

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RetiredModerator Pete
RetiredModerator

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

Glad to hear 🙂 If you need a hand with anything else, just let us know

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Frequent Contributor
Frequent Contributor

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

September 2017 Update - WE'RE STILL HAVING PROBLEMS!! 

 

Two weeks ago this same (NBN) landline suddenly stopped with a "Optus advises that the number you have dialled has been disconnected" whenever our customers ring our landline.  NBN Internet was fine. Two frustrating days later we managed to get Optus Support to fix it (they wanted us to check our cables etc when the Internet was fine). It took a while before someone in Optus tech realised our number had been cancelled.  Sigh.

 

BUT IT HAPPENED AGAIN YESTERDAY! We noticed our sales had suddenly dropped out, called our landline ourselves and got the same "Optus advises that the number you have dialled has been disconnected" error! NBN Internet is fine.

 

We spent another hour again on the phone todayto Customer Support explaining that "No, our landline is physically fine" ('is your cable loose??") before the customer service agent agreed to ring our landline, then called us back to say "Ahh, okay; Tech would be on it."

 

It's now been 6 hours and - STILL NO LANDLINE!

 

This is not a capacity or usage issue, it's some silly admin error.  Probably as a result of the idiots at Cairns Central when we placed the original order (by the way, those two idiots are STILL working there while our business suffers $1,000s of losses!  

 

 

 

 

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Frequent Contributor
Frequent Contributor

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

Day 3.

 

It's now been 22 hours since my post. No one has rung us about our issue. Even after we spoke to a Customer Serice agent yesterday at around 11:00 AM.  And when you ring our landline it still says, "Optus advises that the number you have dialled has been disconnected."! Our NBN is working perfectly, as is our mobile. All three are paid and up to date. 

 

Come on Optus. This is costing us $1,600 a day in lost revenue. Someone? Anyone??  

 

 

 

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Frequent Contributor
Frequent Contributor

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

Update.

 

Managed to find a Chat page. Managed to chat with a Support agent who started asking the stupid questions like Do You Have A Dial Tone, Can You Ring Out. I insisted that they ring our landline.  They "finally" did, and got the This Number Is Disconnected error message. Then they Reset the phone service.  And it worked.

 

The question is not why this happens twice in two weeks, but why is this SO HARD to do???  It took us 30 hours to fix (since the time we first contacted Optus). Also any NOC worthwhile (network operations centre) - I've built 2 in my time - should have an Red Flag alert that says 'there's a problem with the service' and techs should be onto this even before a customer contacts them.

 

 

Time to move our services to another provider?

 

 

 

New Contributor anoyed
New Contributor

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

not so reassuring, i hope you are going to claim compensation optus connot get away with wrecking bussinesses due to incompetance. im only a sole  trader and im looking for compensation for missing a day of work not much compared to you 

and im going to stirr things up as much as i can

goodluck regards brett

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Frequent Contributor
Frequent Contributor

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

Thanks Brett.  We'll considering taking this up with the Telecoms Industry Ombudsman - although they don't seem to have any teeth anyway. Let's see. 

 

For the original issue (the idoits at Optus store Cairns Central) we were given some $1,000 credit. A pittance but we accepted it gladly. 

 

This time we're not going to be as accepting.

 

The other question is, are the other telcos any better?  Hopefully a smaller one, who would value each individual customer more? Hmmm.... 

 

We actually switched to Optus from a smaller provider as we had lost our phone and their replacement SIM card came by road - from Perth (we are in tropical Far North Queensland)!  Yes.  It took 3 weeks. It was a very expensive lesson. 

 

But we've learnt that other telcos allow you to retain a spare SIM for just $10 or so, which means a lost mobile is only unavailable for as long as the SIM takes to activate (and a replacement phone is purchased at a supermarket counter).  So with that no longer being a problem, there's no benefit with staying with Optus. 

 

Especally not with this sort of customer support, don't you think?

 

 

 

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New Contributor anoyed
New Contributor

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

Absolutely ill be canceling my contract if im not compensated it seems to be the only way they will understand incompetance is not acceptable, the fact that these forum are some what public means that disgruntaled customers can get in touch personaly and discuss a class action.

the forum complaints seem to be endless but most people are to busy just making a living and they know this its why they make so difficult.as for others being any better not from what ive heard.its good to see your not letting it go more people need to stand up to them. if you dont need cable specificaly i have returned to vodaphone now they have sorted their infrastructure ,all good so far

big businees has to be held accountable for their mistakes the same as small business.ps for some reason this post was hard to find without a link!

 

                                                       good luck guys 

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Frequent Contributor
Frequent Contributor

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

Update 6-Jan-2018 (yes, 1 year and 7 months later!)

 

Since August 2017 (the 1st anniversary?) the landline suddenly changes to "This Number Has Been Disconnected". Now, as stated earlier, we are a small tour company in Cairns, far north Queensland (Australia). The landline number has been in use for decades. It is pained on our boats and courtesy buses. Most tour agencies also simply ring the landline to place bookings for walk in orders thay have taken from tourists.  You can see the impact this will have not just on our business, but on what tourists think of Australian when the tour agency has to ring them back and refund them their payment - AND they have nothing to do for that allocated time. 

 

Calling Optus support takes hours and hours.  So we've taking to Optus Chat only (we can at least multi-task).  But even that is no perfect option.  Just getting someone online can take 30 mins to an hour.  

 

Then there is the, "Have you unplugged your landline, please check the cable." "Have you rebooted your (NBN) router?"  After several minutes (really, this can go on for 15 to 20 minutes) before they actually accept our Kind Request to Please Ring The Number before they agree to Reset the landline. After which the landline is perfectly fine, well not quite.

 

You see, no one is in the office during the day (we're out on TOUR, remember??)  So we have the calls diverted to the mobile.  Whis is 'easy'  to do (don't try asking the same Optus support rep to do this for you, they get completely lost). Rush back to the office.  Pick up the handset, press a few keys and, it's "done". "Done"?  Yes.  Cos the next problem then happens.

 

Calls direct to the mobile can be set to 5 or 30 second with a simple **61*321**5# (5 seconds) and **61*321**30# (30 seconds), and it has been tested successfully with both settings.  It is set to 30 seconds.

 

However calls diverted from the landline to the mobile cut off after 2 rings (or so)!  That's the next 20 hours (it certainly feels like that!) on the Chat line.  On just 1 occassion a tech spotted the issue right away, said it'll be fixed in 4 hours, and it was!  But mostly it's chat and chat and beg and beg.  Yesterday's chat was 90 mins long.  

And 4 hours later?  No fix. 

 

Am now on the chat line....  

 

Rita  12:10 PM
I have confirmed your details.
 
You  12:11 PM
thanks
 
You  12:11 PM
i am calling again about a problem. the reference number is 950077222-9859
 
Rita  12:12 PM
I am sorry but I couldn't get the details with this.
 
Rita  12:12 PM
Can you please confirm the issue?
 
You  12:13 PM
please just advise the technical team diverted calls are still being cut off after 3.5 rings.
 
Rita  12:13 PM
You want to keep more rings is that what you need Tony?
 
 
SIGH.....   

 

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