'Inconvenience': Telstra rushes to fix angry NBN customer's service
AFTER spending a week calling up Telstra's overseas contact centres to get his internet connected, one call to Telstra from The Observer had Pat Martin surfing the net again in a matter of hours.
Mr Martin's internet problems began when he was told by an NBN technician - who had installed a satellite at his home in Turkey Beach last week - that he would be hooked up to the internet within an hour. But the internet never came on and despite making multiple calls to his internet service provider Telstra, he was not able to surf the internet for seven days.
When Mr Martin first spoke to The Observer he said he was prepared to switch to Optus after what he described as poor customer service.
He said a Telstra technician who had been sent to his house never turned up and that the help on the other end of the line kept "giving (him) platitudes" as opposed to "information (he could) use".
After some fiddling, Mr Martin ended up fixing the problem this week himself, but within 24 hours his internet off again.
"On Thursday morning I went to try and turn it on to listen to the radio but there was no internet," he said.
"All the lights were on the modem but the Telstra person said we had an unstable connection.
"They keep saying the same thing, that I was their number one priority."
Before being hooked up to the NBN Mr Martin said his internet was "a bit slow" but adequate for his needs. With the latest outage, he revised his rating of Telstra from "two out of ten to minus two".
And with the latest Telstra customer service operator scheduling another technician for him on Friday, he was not holding out much hope.
But after he contacted The Observer again, we alerted Telstra to Mr Martin's plight and they fixed the problem for him within a few hours.
A Telstra spokesman said "following some simple troubleshooting, his services (were) up and running".
Telstra also apologised to Mr Martin "for the inconvenience" of not being able to help him sooner.
With his internet back, Mr Martin can resume learning to play the banjo through online tutorials and listening to the radio through his computer.