Hi, in May we sent online request to provide new tel and…

Hi Leon,

31/07 we got an email "Your broadband order" (order no given) and all info provided to get it up and running (password, access to account etc).

#2 in the email states: Before we connect your service, we'll perform checks to make sure you can have the broadband you requested at your home" - I believe this is kind of excuse that can be used in our situation, isn't it? They checked after having this sent and apparently we can't get what was agreed previously?

Then we got a letter dtd 1 August 2013 where it is also clearly stated:"As agreed, the monthly charge for your bundle is $105 plus usage over 24 months. See your critical information summary for plan details."

and then there is Telstra Everyday Bundle plan attached that states:

Bigpond Elite ADSL Broadband 100GB+Home Phone" - all at $105/mth.

Right now we pay for the tel line as usual plus $100.00 for 15 GB mobile Wifi unit. 15 GB has been used up pretty quickly, unit slows down to 256kbps and that generally means I can't even open bank webpage not to mention to do internet banking!

I purchased additional vodafone wifi modem as they are cheaper just to have my kids school homework done at least but this is not what we were aiming for, is it? We asked telstra to provide 100GB on these wifi modems, or provide multiple modems to get 100GB at the agreed price till the moment we can get ADSL or NBN to the premises.

There is no waiting list to get ADSL port (if anything gets available), there are no upgrades considered (apparently) and there is next 3 years to wait for NBN to get over ? We do not live in the middle on nowhere somewhere in the outback, we live in an area where there are 4 best schools in this part of Brisbane and I feel like we went back in time!
Best schools demand some extra work from students and I can't provide my children decent internet access for their assignments to be done......

I forgot to mention that there was a huge dillema with telefone line connection as well discovered by the first technician - no possibilities to get the cables connected, no telstra pit was provided at that stage (2 August exactly). At that stage there were many discussions in relation to the tel line and internet connection to be sorted out as we were going overseas for 6 weeks and my mother in law was left here. We wanted to make sure she was ok and hoped for being able to call her and skype from time to time (we had hired a house-sitter). So telstra had known for months about our request and even they knew the address noone had come back to us with an info that the chances of having ADSL were slim or none. We were posted an ADSL unit even which we tried to get up and running after we have returned. When it failed, my husband called Telstra only to find out we were not going to have it!
For the period of being overseas, I asked Telstra case manager to contact me over the emails and I got his emails regarding the tel line. They had our contact details, they have had my husband mob number, they could have called, they could have sent email - nothing.
What I want is Telstra to provide that 100 GB for $105/mth incl tel line as per agreed plan. I don;t care if they provide 1 wifi unit or 7, I just want what we agreed.

Any chances for that?
Maria

Leon, I can't really remember T&Cs while applying online. I had to do so many things at that time, I can't remember those T&Cs, if there were any.
I have a copy of the application and confirmation of it submitted/received.
What is stated is: WHat's next? We'll be in touch. We will send you an email confirming all the details of your move including your new number if required, dates and if you need a technician. If there are changes to your order or moving fees we will be in contact to confirm details.

(sorry, I need to correct the application date - it wasn't May, it was 5 July).

No, noone of the papers states the date of getting the internet connected. When I applied online, I stated 2 August as the connection date requested (same as energy, gas and foxtel).

The first phonecall I had from Telstra regarding moving their services was on 26th July and that was a call requesting me to call Smart Communities Department (fibre optic connection which we had in the previous place) to disconnect services. Only then, after some discussions with that person, I was transferred to someone else to discuss the new tel line and internet connection. I had a phone call from a lady regarding the plan we wished to go for. That's why the letter sent states "as agreed....".

The internet connection could only be done after having the tel line sorted out (that was another life horror story, trust me). As we were focusing on having the tel line sorted first, there were no specific discussion about the internet, as we assumed that shouldn't be a problem (well, we were wrong, weren't we? We just didn't think that in 21st century there could be problems like that!). As the ADSL unit was sent to us with all the info on 1st August and noone ever contacted us with bad news, we assumed we would have it hooked up and running after we had returned from overseas and after having the tel line connected.

Initially 2 August was the requested date of moving the services. Inn the end of the days we got the tel line connected on 18th September.

while overseas, there was a letter from Telstra (dated 4/09) that says"
We have attempted to contact you by telefone on a number of occasions to discuss a change you have requested in your Fixed Service, however we have been unsuccessful.Can you please call us on 1800.... in order to progress your order. it would be appreciated if you contact us before 13/09/13. We can be contacted between (time given). If we do not hear from you before 13/09/13, we will assume you no longer wish to proceed with your order.... Kind regards etc etc.

First of all - they had on their files/computer system that we WERE OVERSEAS and could contact us by email or on my husband mobile - but it was clearly stated even mob could be of no use as we were travelling by car and sometimes it wouldn't be possible to get a receptiion. We requested to be contacted by email.
Secondly - we weren;t able to call 1800... from overseas. I know there was a phone call to a land line (so after 18/09 and the housesitter informed them we were overseas, asked for the tel no to contact them and was given 1800 ... number as well)

When I called Telstra in relation to that letter after we have returned, I asked what the Fixed Services meant - apparently telephone line.

And I can't really remember any changes that we requested prior to our departure. I have no idea what this letter is about and noone in Telstra can give me a clear answer.

No, there is no date stated as far as the ADSL connection is concerned.

Is that of any help ?