Saturday, January 01, 2011

Telstra Rant

MB is off to a great start in this new decade. First call of the year is to Telstra for her elderly Father-in-Law (FIL) who is 81 years young, he has a Telstra mobile phone for emergencies. He isn't confident using it but is fine to receive calls on it.

When trying to call FIL on the mobile (due to his Telstra landline service being out of order) the calls kept diverting to the message bank before he could get to the phone. This causes him major stress as he doesn't understand how to use the message bank and can't get his head around SMS messages. MB thought this is easily fixed, just cancel all diverts which she successfully did for him.

However when one cancels all call diverts MB discovers that Telstra unilaterally diverts after 3 rings or less than 10 seconds, the unanswered call to a Message to Text Service. Again FIL can't make it to the phone in this time to answer the call before it diverts, making him very frustrated and angry. MB checked online at the Whirlpool forum and found the code you can use which delays diversion of unanswered calls by up to 30 seconds and has successfully done this.

MB tested this and still finds FIL isn't always able to catch the call before it diverts causing even more anxiety & stress for FIL.


MB also discovered on Whirlpool that one can request Telstra deactivate the message to text service however one has to call Telstra to have this done.  MB calls 125111 and gets Amber in Manilla, after a very long, confusing, convoluted and difficult to understand conversation with all of the loud background noise of her colleagues' in the call centre Amber finally seems to understand what is required and puts MB on hold.  After about 15mins the call dropped out. The entire call took 40 minutes.

MB does a test call to the mobile and finds that Amber has switched on all of the diverts and reactivated the Message Bank! MB promptly turns off all diverts again and tries calling Telstra Countrywide and managed to get onto Rick in Melbourne - but only after some backwards and forwards with the irritating voice robot thing. He understood exactly what MB asked and confirmed he would cancel the message to text immediately.

After 2 hours MB does another test call and finds the Message to Text is still activated.
 
MB is on Vodafone and and has probably racked up about $20 in mobile calls to FIL's Telstra mobile phone testing the call diversions.  BTW don't ask MB about Vodafone! They have been causing MDR some major grief as well...  Luckily Adam Brimo is sorting Vodafone out, see http://www.vodafail.com

This only reinforces MB's refusual to use Telstra for voice services anymore as every contact she has with them takes at least one hour, and more often than not many more hours of her life and it's just not worth it.

It's very hard for her to let the buggers get away with this so she will take this further and to the TIO if necessary.
 

2 comments:

blues buffett said...

Glad I don't use either. Happy MMXI

Steve said...

Yes, I have had a similar experience with Telstra, speaking with Agnes in Manila, getting switched from one operator to another all of them without a clue.( but so nice and if they cannot help, they cut you off)) Someone recently suggested that I contact Telstra for a line in only service but I cannot bear to consider it. The TIO is the only answer.
As for Vodafone, try talking to Mustafa in Egypt!