Moved house on 17/03/17 (Friday). Organised ADSL connection for the following Wednesday. Telstra called that day and said I need NBN and a case manager would be in touch as soon as possible. I received the case manager's contact details. I have called over 30 times and left over 10 messages. I have called and talked to Telstra via phone and 24/7 chat maybe 10 times. Each time they tried to contact the NBN case manager and each time they went to voice mail as well. Twice now I have been promised and guaranteed I will be contacted within 48 hours with some form of positive update and I am yet to receive this. Each time I am assure the Telstra representative has emailed their team leader assist in resolution. My bill is due in 2 days time and the most recent Telstra representative told me that their billing team could not assist me with my bill and only he case manager can. I am expected to pay for connection fees and one month of my internet bundle which does not exist. I have been in touch with the ombudsman who has given Telstra til 18/04/17 to resolve this before they get involved and sort it. I made another attempt to resolve it personally to avoid this course of action. I received the same answers "we tried to contact your case managers and went to voice mail, I have alerted my team leader and can assure you they will be in touch with the case managers and you will be updated within 48 hours". I tried to terminate my contract because of the poor service and lack of care or professionalism although I am locked in while I have a move order in progress that only a case manager can action. 3 weeks of this and I wonder if this case manager even exists. One Telstra representative said I could organise some form of interim Internet at home so I could do my work. When I brought this up with another they said that wasn't an option. The next one o talked to said that's definitely an option but only the case manager can handle that. There seems to be a lot of "they can do this, we can't" and contradictions between different representatives with zero confidence in answers or following through with anything. This is by far the worst service and experience I have ever received from any company providing necessary services such as telecommunications, utilities, insurance etc. what a way to treat a loyal Telstra customer of over ten years.
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