Telecommunications provider Telstra has come under fire from two businesses that have been left waiting for answers in relation to their internet access.
Subscribe now for unlimited access.
$0/
(min cost $0)
or signup to continue reading
For more local news and photos grab a copy of the Bay Post or Moruya Examiner.
Both say the Tel-co’s failure to fix problems has cost them time and money.
Their attempts to have the situation rectified have simply led them into a maze of Telstra operators, with some conversations ending in a pre-recorded Telstra apology.
Bergalia’s Tessa Schwarz operates a catering business that depends on emails to connect with clients. She claims her email was placed in quarantine after a customer service officer changed her internet plan, telling her she could save money.
On February 12 Mrs Schwarz realised she could no longer use her email. The matter was only resolved 13 days later.
“They told me that my email has been placed in quarantine. They said there was nothing they could do,” she said. “I have thousands of dollars worth of advertising and printing with the email address on it. What am I meant to do?
“At no stage did anyone say sorry for the inconvenience.”
Mrs Schwarz estimated it would cost her up to $10,000 to change the details on her business branding, but questioned if it would be worth doing during the current economic climate.
“If I treated customers like this I would have no business,” she said.
“I’ve run a successful business for 15 years. I love it and want to keep doing it.”
Malua Bay’s Lyle Farrar operates a landscaping business and a holiday rental that depends on internet bookings and confirmation emails.
His email address was also placed in quarantine after upgrading to wireless broadband, due to his Telstra ADSL connection being faulty.
To make matters worse, when he turned on the wireless modem that was sent to him there was no reception signal. This is despite being able to use a Telstra Next G mobile in the same area.
The ADSL fault emerged after Christmas when his emails began to drop in and out. Emails would be received days after they had been sent.
Mr Farrar contacted Telstra to correct the issue. It was discovered there was water damage to the ADSL line near Reservoir Road.
A Telstra consultant asked him if he had considered going wireless. After researching the upgrade and being told that he would get coverage, he changed to wireless but realised his email had also been changed.
“I’ve lost quite a few bookings,” he said.
“People would say: ‘No, you didn’t get back to me with a confirmation, we’ve gone elsewhere’.”
Now Mr Farrar is left with a faulty ADSL connection, an email that does not work and a wireless modem that does not get any reception. In one of many phone calls to Telstra, he was told his tin roof would be affecting the modem picking up a signal.
“Rubbish!” he said. “They told me I would have to pay for an antenna. I was on hold for 20 minutes and got recorded messages again.”
Telstra was contacted about the issues and action is being taken.
“Telstra is investigating these matters and working to resolve them as quickly as possible,” a spokesperson said.
The Bay Post/Moruya Examiner expects a detailed response from Telstra on both issues by Friday.
See the online editorial
Have you had troubles with Telstra? Email sam.groves@ruralpress.com
