Phone and Internet down for 2 weeks now

[DontGetMeStarted]

Hoping to get some assistance here, out of the blue two weeks ago (21/11) phone and internet (with iinet) went down in Vic 3765..ran thru all the normal tests and issues with iinet to find out there was a Telstra issue in the next street, (apparently a lightning strike) was told that would be fixed by 4/12 unfortunately not for us we were still down ..drove up the street where the issue is (was) and saw where Telstra had cordoned off an area but no sign of workmen, both Telstra and iinet give us confusing updates now saying the 12/12 a Telstra tech will be out to see us..at a loss as where to follow thru..keeping doing the tweets and facebook but really Telstra dont want to talk to us as both phone and ADSL2 is with iinet...just so frustrating

 

[mannej]

Have you got a case number with iinet?

Once you have a case number surely you’d be able to lodge something with the TIO

 

[DontGetMeStarted]

Have you got a case number with iinet?

Once you have a case number surely you’d be able to lodge something with the TIO

Yes have a case number so I will do that, just wondered if I could get a quicker resolution

 

[Mal]

Have you pursued a claim under the CSG? While Telstra might claim the lightning strike means an exclusion, unless they've already published notification, then I think a claim is valid Customer Service Guarantee: FAQs | ACMA

 

[DontGetMeStarted]

Yes have a case number so I will do that, just wondered if I could get a quicker resolution

Just spoke with the TIO..fantastic CSR and he will follow through and email me thanks for the suggestion. Telstra outage page now shows will be out till 27th December !!

 

[DontGetMeStarted]

Have you pursued a claim under the CSG? While Telstra might claim the lightning strike means an exclusion, unless they've already published notification, then I think a claim is valid Customer Service Guarantee: FAQs | ACMA

Thanks will have a look at this too....

 

[RB]

Our home phone & internet are down-started Tues. Both are with iiNet. We called Tues & were promised a call back Tues but nothing happened. We rang again Wed, another promise of a call back but nothing. Another call to them today, I escalated to a supervisor-much promised in redeeming themselves & an undertaking to send me an email. Still waiting on the email and no insight as to the problem or solution.
We originally started with Netspace 13 yrs ago & they were fabulous. Since multiple ownership changes the service has slipped massively.

Through other means I have found that our current problem is apparently torn up cables & things should return to normal Fri 7pm-certainly sounds better than 27th Dec

 

[DontGetMeStarted]

Our home phone & internet are down-started Tues. Both are with iiNet. We called Tues & were promised a call back Tues but nothing happened. We rang again Wed, another promise of a call back but nothing. Another call to them today, I escalated to a supervisor-much promised in redeeming themselves & an undertaking to send me an email. Still waiting on the email and no insight as to the problem or solution.
We originally started with Netspace 13 yrs ago & they were fabulous. Since multiple ownership changes the service has slipped massively.

Through other means I have found that our current problem is apparently torn up cables & things should return to normal Fri 7pm-certainly sounds better than 27th Dec

Good Luck with that

 

[Denali]

Internet down for 2 weeks now

 

[moa999]

I suspect unfortunately that as part of signing up for their naked service, the OP signed a CSG Waiver

(As is common with almost everyone but for Telstra)