Unauthorized Internet Disconnection and Home Phone Number Lost

Kingfabay on 11/04/2017 - 12:37

I have recently signed up with Belong at my parents address. The internet was connected early March and everything was fine till last week. On the 4th of April, I received a $220 charge from Belong and my parents internet has been cut off. Belong said there was a system error and they will refund, and reconnected our internet service at the earliest convenience. The internet was reconnected today but a new home phone number was given. I was told that the old phone number can not be retrieved.

Has anyone experienced similar issues before? Would it be possible to retrieve the old number?

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Comments

  • tassietigermaniac on 11/04/2017 - 12:53
    +15

    This is not true. The number is held in quarantine for up to 6 months by Telstra in most cases.

    PM me the number if you want. I work for an ISP in Tech Support but I see a lot of these cases come to me as a fault so I can do some basic checks for you. It might also be worth dialing 1800150436 and asking them for the status of your old line, although they might only be able to tell you it's disconnected. I normally use internal teams to do that part of the investigation.

  • Diji1 on 11/04/2017 - 15:12
    +3

    Make a TIO complaint immediately.

    • Bigsta on 11/04/2017 - 15:52

      THis ^^^^^^^

  • stirlo on 11/04/2017 - 16:11

    Plenty of people working for Telstra/Belong have only basic training. They probably didn't know how to get your number back and it was easier to lie to you and say you need a new one/it's not possible. Call up again and see if you get someone more competent. Or just go TIO so your complaint is given to an experienced team rather than someone who doesn't know the systems well.

  • Kingfabay on 05/05/2017 - 09:12

    UPDATE: Took three weeks and multiple phone calls to retrieve the old number. Tips for the future: Demand to speak to a supervisor. NO point talking to those that are not; they will just lie and say its not possible. The supervisors were more pleasant to speak to, it actually felt that they wanted to help. My case was escalated and the connections team was able to reinstate my old number. Also, check your bills if this ever happened. I was charge twice for the month. And always ask for compensation.

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