Hi - My four business landlines have been cut-off over an hour ago. I suspected it was related to a pending disconnection flagged for the NBN changeover that we had been receiving mailers about.
At the time (about 4 weeks ago), I phoned Optus and confirmed that our numbers would not be affected.
I immediately phoned Optus, was then forwarded to "Fleet" and finally to technical. When I got through to Technical, they looked into it and the person in that area said we had lost those numbers and that new numbers would need to be supplied.
I told her that this was not good enough as a;) I had taken steps to confirm we would not be affected and b:) that these numbers were several years old and could not just be replaced with new numbers without doing a great deal of damage to our business.
I asked her to escalate the issue and she came cack a few minutes later to say it was being escalated to the "Level 2 Team". She said I would be contacted within an hour.
Of course, I am angry that this should have never happened in the first place and, further, have four members of my sales team that are not able to do their jobs while Optus tries to work through this issue.
I have also tried to phone my local Optus Business Centre (Brisbane South) and the rep. for our account is not presently available.
My case number is #15262852166.
What do I need to do to get this corrected?
Update - I was contacted within the hour and spoke to Sudarshan from the escalation team. He explained there was nothing Optus could do to reinstate these numbers and that, if I wanted to retain them, that I would need to do so by setting up an account with Telstra. Whilst Sudarshan was apologetic and even offerd to credit the bills outstanding ($479.11), he said there was nothing they could do to reinstate the numbers.
I then spoke to Telstra who advised that, a:) Optus owns those numbers and can only port them to another carrier if they are active (which they are not) and b:) That Optus should have both the power and authority to reactivate the deactivated numbers.
I am now on hold with Leshmi from the Business Team at Optus having explained the situation for the fifth time in three hours and, whilst she is very friendly, I'm not certain I am any further advanced than I was three hours ago.
Again, I have a business with four sales staff sitting on their hands with no ability to make outbound calls on business lines and no ability for our clients to contact us on our published numbers.
Optus, please help me. I need solutions NOW!
Update Again -
Leshmi ended up telling me she could not help me and then transferred me through to Manasi, with whom I spoke with two hours ago.
Manasi was friendly but seemed to be pushing me to accept exchange based diversion then issuing new numbers to the business (which could take some time).
I asked for her to escalate it and ended up with Kedar who has said he will look at whether or not Telstra have actually removed the copper lines at this stage. If not, he will try to get the numbers reinstated so that, then they could be ported to NBN which is what I was informed by Optus seveveral weeks ago had been done.
It remains to be seen whether Kedar will be successful with this (seems like a longshot to me!), but is nonetheless a huge cost to our business and waste of my time. The current inconvenience (in lost productivity of staff) could be counted in the hundreds of dollars per day, but if they require us to change numbers, this will escalate into many thousands of dollars.
Please help me Optus! Please!
Happy to try and help out with this one.It does seem odd that we've all of a sudden cut you off.
Had a notification been sent advising that the ULL/Copper Network was shutting down in preparation for the NBN roll out in your area?
At any stage, had we advised you to place an order for NBN (in doing so, we'd migrate your existing business line(s) to the NBN Network.
Can I get you to send us a private message? I'll need the following info:
- Your full name
- Business name
- The position you hold within the business
- The business numbers
We'll get back to you as soon as I can.