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Flaneuse's avatar
Flaneuse
Member
7 years ago

No compassion from telecoms provider

I decided to cancel my landline phone to save money - given the additional costs related to having cancer - and just keep my mobile. Rang my provider today - yes, The Big T. I have landline, internet and mobile with them. Told the wee girl why I wanted to cancel landline. No word of "Sorry to hear that." She launched into lengthy and complicated questions about what I use my internet for, how much I use the landline, etc. Then told me that if I cancel the landline (it and the internet currently cost me $89 a month), I'll have to pay $150 a month to have "stand-alone" internet. I said "That's ridiculous." She said "Yes." Then launched into a sales pitch: "I can offer you a new package with landline and internet and a free tablet for $94 a month." I explained yet again that I don't want the landline. She said, "Well you don't have to use it." She then launched again into an explanation of how great the tablet would be "for when you're out and about," I said, "I don't go out and about. I'm having chemotherapy. Perhaps you missed what I said at the start: I have cancer. You're not helping. You're complicating everything. Don't change my package. Just leave it the same for now." And I hung up. Now I've lodged a complaint. If they don't respond I'll lodge a complaint with the Telecommunications Ombudsman. 

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  • Zoffiel's avatar
    Zoffiel
    Member
    7 years ago
    Yep. It's the big T here or nothing unless you want to go for totally unreliable fixed wireless through a third party provider. Cheaper? No. Monopoly? Not much.
  • Flaneuse's avatar
    Flaneuse
    Member
    7 years ago
    @kmakm  Unfortunately, I'm stuck with Telstra. I live in a so-called "Smart Community". Ha! When the estate was built eight years ago, T put in all the infrastructure. Everything underground: electricity and high-velocity fibre-optic cable running phone, internet and TV. Monopoly until all homes built. Not allowed to have unsightly TV antennae on roofs. When the NBN came along, we were told nothing would change. Then that changed. We were forced to have NBN hubs put in: slower and costs more. One big hitch: they forgot to consider TV. NBN only runs landline and internet. I contacted federal member - four times before I got a result after threatening to go to the 7:30 Report. I asked for a letter signed jointly by management of NBN and Telstra saying what was going to happen. Suddenly they realised the implications for TV. They provided the letter, saying we had to accept NBN and that they were "seeking a solution" to the TV issue. Nothing since. That was at least two years ago. I know one person who changed to Optus and one who changed to iinet who've had problems with TV and Telstra refuses to help because they no longer have a Telstra account. I don't want the same thing to happen to me. My TV keeps me sane. If I don't get a response through the Telecoms Ombudsman, I'll go to 7:30 Report.
  • kmakm's avatar
    kmakm
    Member
    7 years ago
    Have you tried Optus? We abandoned Telstra in 1999 when we moved and wanted to connect to the internet. Telstra wanted to charge us $280 for the privilege. Optus did it for free.