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Occasional Contributor customersupport
Occasional Contributor

lost my business number and can't activate NBN

Technical Support, Premium Activation, Premium Activation Supervisor, IT Specialist, and around we go again.  I have eventually been speaking with the supervisor in Premium Activation who told me she has referred my case to IT  Specialist Department and I'd need to wait another 5 business days.  That's today! Smiley Happy Today I called again and again Smiley Sad after not hearing anything Smiley Sad Smiley Sad and my Premium Activation Supervisor who is now obviously as frustrated as I am has been trying to call the so called IT Specialist Department but cannot get a response, she now holds out little hope of fixing my problem but is still trying her best.  Has been 3 weeks of endless phone calls, could be up to 30hrs, with endless loops, transfers to no where, conversation drop outs, customer support forgetting it seems who I was and what we were even talking about. To find out eventually they accidently deactivated instead of relocating my business NBN now I wait....  Do you think this can be resolved or is it wishful thinking? 

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9 Replies
Esteemed Contributor
Esteemed Contributor

Re: lost my business number and can't activate NBN

Has the new location already had NBN hooked up before? Or are you doing it yourself?

 

If the former then it should be easy for Optus to reactivate the NBN, but if its a new setup then I think they can only request an appointment date from NBNCo which is probably at least a month away. 

 

Peter Gillespie

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Occasional Contributor customersupport
Occasional Contributor

Re: lost my business number and can't activate NBN

NBN technician came out 3wks ago, it is all in the activation. The system, I call "Jarvis" won't activate because of multiple exceptions but no one knows what, why, when or how to fix.

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Occasional Contributor customersupport
Occasional Contributor

Complaints

Is there really a complaints department at Optus.  I lodged a complaint couple of weeks ago waited no reply,  lodged another waited no reply, lodged another waited no reply, lodged another waited no reply and repeat.

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Occasional Contributor customersupport
Occasional Contributor

Complaints

Is there really a complaints department at Optus.  I lodged a complaint couple of weeks ago waited no reply,  lodged another waited no reply, lodged another waited no reply, lodged another waited no reply and repeat.

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New Contributor Yibbyo
New Contributor

Re: Complaints

Well I guess it won't help me to complain. My internet is so slow 😕

Esteemed Contributor
Esteemed Contributor

Re: Complaints

How did you lodge your complaint? If it was using the electronic for or an email address these seem 50-50 for a response. You should WRITE to the Optus complaints address. Laws are always old fashioned and a written complaint is generally taken seriously.

 

Peter Gillespie

Trusted Contributor
Trusted Contributor

Re: Complaints

If you keep logging them, they just keep dropping to the back of the queue. So all your doing is putting multiple requests for the same thing in the queue.

 

the hard part, often these web forms are abused by people with trivial problems that they simply couldn’t be bothered calling up. Because of their hatred for offshore support etc...

 

Care to share what happened?

 

we might be able to give suggestions?

I'm a Yes-Crowd Contributor, not an Optus Employee, and I contribute on a voluntary basis. Did someone on Yes Crowd answer your question? Did they share a great tip Please remember to acknowledge their awesomeness by throwing a Kudo and or Accepted Solution their way.
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Occasional Contributor customersupport
Occasional Contributor

Re: Complaints

Thanks.  That makes sense and could definitely be the case but there was no response to start with. 

 

I would share my problem again but it seems like the information may have been a bit sensative for some and the post was taken down. Didn't contain personal details or offensive language so must have been something else.

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Online Community Manager
Online Community Manager

Re: Complaints

It looks like it ended up being picked up by our spam filter as you posted duplicate threads in a short space of time.

I have merged your posts in the last 24 hours together to allow other users to better understand your issue and offer their opinion/assistance if they can.


Please check your private messages inbox as we will follow this up but need more detail from you.


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