- Notice Outage on Thursday 13th March 2025. 0 bars
Same issue on Sunday 16th March 2025
Numerous Outages shown on the outages section on my online portal account.
There is no restoration information.
This is affecting
- Business – as no call potential or existing customers calling. Revenue affecting. Unable to take bank transfer or PayID payments. Mobile IT support business in the hills, unable to perform support function regarding mobile data connected services.
- Safety issue – as will be unable to contact any safety, emergency services.
- General – Unable to use internet, contact relatives, but to name a few.
Started online chat 2025/03/16 12:35 –
- 12:43 Passed to human support
- 12:46 Unable to assist passing to someone else
- 12:50 online message
You don’t need to wait in this window but please keep it open. You might be prompted to sign in later, but your conversation will still be open.
- 13:02 still waiting after told 2-5min wait.
- 13:04 message –
- Thanks, I’ve checked your address, and I’ve found there’s a known outage affecting multiple services in the area. Our technicians are currently investigating and understanding what’s required for repairs. Once this is done, they’ll let us know when they expect to have this resolved. Keep an eye on our outage page at https://www.telstra.com.au/outages for any updates.
I understand this isn’t ideal, but we’re here to help in any way we can. In the meantime, I would also like to inform you that you will get credit for the days you are unable to access your internet.
I assure you that the amount will be credited back to your account in your next bill for sure. Trust me, you have my word on this as I have made all the necessary notes for you.
How does that sound? - 13:08 – Me –
Since you were not able to use your service, once your fault is resolved please reach us back so that we could calculate the days you have been not able to use the internet and credit you the amount in the next months bill.
Please expect the adjustment to reflect on your next billing cycle.
13:11 – Me –
I’ve made necessary notes to the team about Outage and it is continuing and mentioned that your waiting for an update.
Note: Once outage is resolved, you’ll be notified with the ETA or further troubleshooting.
13:15 – Me
13:17 Telstra –
Noted, I appreciate you sharing your concerns.
Anything for our valuable and loyal Telstra customers like you, as your satisfaction is my number one priority.
As I’ve taken the ownership of your case and as Iam working on it, you’ll receive and trigger notification about the updates.
The credit part will automatically be credited to your upcoming bill.
13:20 -Me –
Hi I would be look for the credit and 2 x goodwill gesture payments for both of the services on that account.
13:24 – Telstra –
Noted, You are the most kind and gentle person that I have dealt today. Thanks a lot for all your efforts and for patience throughout the chat.
You made my day, Richard.
Is there anything else I can help you with today?
13:26 Me –
Thank you Shanawaz, you can remove the auto payments for this account from myTelstra. I want and demand with immediate effect to pay the previous way by invoice. Thank you
13:27 Telstra –
You can remove auto payments for your account through the My Telstra app. If you cancel direct debit before your plan move date, your services will switch to a monthly Upfront bill, consolidating all costs into one bill at the start of the month.
13:29 Me –
Thank you I tried that but requires a default payment option. I haveno way to cancel or remove the auto option. please do this for me.
13:31 – Telstra
To help you with your enquiry for today, I will connect you through one of my colleagues. They will have access to our conversation, so you will not need to repeat anything that has been said already.
Before I transfer you, is there anything else I can help you with?
