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noword
New Contributor
New Contributor

fetch TV not working from day 1

Dear Support:

 

I ordered the cable internet with fetch TV since April, in the last 3 months the fetch TV never works, everyday I have to spend 1-2 hours on the phone with Optus, and since May I was told there is a config issue/programing issue at Optus end, issue was escalated to Optus Level 2 team but it has stuck there for 2 months. I spoke to several fetch TV support supervisors, who promised to get the issue fixed in 24-48 hours each time, but I have been awaiting from April to 29/06 already with no progress. could anyone escalate the issue for me? the last TT number is 18732375 and I could be contacted via *moderated*

 

thanks for anyone who can help

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Toomey
RetiredModerator
RetiredModerator

Re: fetch TV not working from day 1

Hey @noword, sorry to hear you have been dealing with this for so long.

 

As I check your fault report, the latest notes show this was escalated Tuesday evening and is currently sat with a specialist team pending follow up.

 

At this stage it appears to be escalated correctly and someone will follow up soon with more information. Please feel free to reach out to me via private message if you haven't heard from anyone by next weekend and we'll follow up with them.


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noword
New Contributor
New Contributor

Re: fetch TV not working from day 1

Hi Toomey:

 

that at is exactly the same wording  I heard every time since May, I was told that is a programming/ configuration issue and was escalated to a specialist team, and every supervisor I spoke with asked me to be patient and wait for 24-48 hours. Do u know how many 24-48hours I have to wait for? What makes the difference for this escalation this week and the rest of escalation since May? If it went to the different team this time, why it was not done in the last 3 month?

 

I am still charged by Optus for the service which I never get

 

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Toomey
RetiredModerator
RetiredModerator

Re: fetch TV not working from day 1

I am sorry that you've been going around in circle's trying to get it resolved.

 

To provide some further insight as to where it's at now:

An issue with the provisioning of the set top box to your username was identified.

This was escalated to the SSI team on 26/06 at 6pm as they are the only ones capable of changing the username configuration within the Fetch system.

Their team accepted the case at 10am on the 27th and it is currently pending action in their work queue.

They operate with a 5 business day SLA so I cannot escalate it further until this time has passed.

 

Please let me know if you've had no updates in this time and I can get in touch with them for you.

 

Once your ticket is resolved, you can discuss any billing adjustment options by presenting your fault ticket number to the billing team.


__________________________________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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