PLEASE HELP - Currently Oseas, on Roaming - Telstra Disconnected Service, Aust Post Delivered a New Mobile to My House

CI on 01/07/2020 - 01:59
Last edited 02/07/2020 - 01:35

Hi all
I am currently Oseas
I had a Telstra SIM card active and on roaming. So I can receive my bank sms and what not for OTPs.
This was fine till Saturday. On Sunday the phone went no service. On Saturday I also got an email saying your delivery is on its way from Aust post (though myself or anyone from my family has not ordered anything).
Today a phone got delivered which my brother received (the delivery tag only says my first and last name and the mobile number that has been disconnected/ported out)

Yes yes yes I have contacted f****** Telstra. It just puts me on hold - thrice I have been on hold for 1 full hour. Yesterday from 4-5pm for 57 mins and call disconnected. Today again for 48 minutes call disconnected.
On Sunday I contacted them via messages (through my Telstra app) and explained wtf is going on.

It took them two f******* days to respond today - literally just saying “we can see that your number was disconnected on 27/06/20, did you transfer the service”
I responded saying no, begged them to take this seriously. I have had no other communication.

Is there anyone in Telstra that can help me please. Please anyone - my whole life is tied to my number. No one from Telstra is marking this urgent. We are more than 72hrs into the scam.

My brother has not opened the package (as in the seal).

Please please if anyone can help me.

I have contacted Telstra as following:
Made 3 international calls, made to put on hold 3 hours in total - call disconnected
Lodged complaint through Telstra website, reference number provided - no update
Contacted thought my Telstra app messaging - still no update (https://files.ozbargain.com.au/upload/68522/80987/03f319c8-f…)
I tweeted them and still no response
Complained lodged with TIO - 10-15 days response time

How is this possible for a main Australian Telco to not take something this serious urgently.

Please if anyone can help

Update 1: I have locked down my bank account. Still no response from Telstra.

Update 2: still nothing from Telstra - phone mystery resolved. I just checked my email I signed up for the Telstra Plus 1st Birthday giveaway. I won a mobile ! Wow what are the odds of the phone getting delivered and Sim card disconnecting

Update 3: Telstra have acknowledged the Sim was disconnected by them, no reason provided or unable to work out how. I got a family member in Aus to buy a $2 kit which was then used to reconnect the old number. Matter resolved.

Mobile

Related Stores

Telstra
Telstra

Comments

  • Master Bates on 01/07/2020 - 02:12
    +1

    Maybe post this in Telstra’s Crowd Support, you might get a better suggestion there than here.

  • Hybroid on 01/07/2020 - 02:20
    +1

    I'm not sure it's possible for them to reactivate an old SIM card, especially on a whim.

    Sounds like someone ordered a new upgrade or something on your account somehow, especially if it was delivered to your address. It'll need to be reviewed and escalated and will take time to look into, that's just the process regardless how urgent you might think it is.

    You'll need to follow-up with support and I would imagine you'll be asked to return the new device and be sent a new SIM card if they agree to cancel it all. So someone will have to post the new SIM out to you abroad. C'est la vie.

    How did you get on with the car roaches?

    • CI on 01/07/2020 - 02:23

      I have bigger problems. Not possible to order on my account as it was just a simple prepaid SIM card and I have no credit card attached on my account. The delivery came to my house, with my name and with my now disconnected mobile number on the delivery sticker.

      The heat killed them. For now.

  • Richardc on 01/07/2020 - 02:42

    TIO

  • penguincat on 01/07/2020 - 04:16
    +2

    Lodged complaint through Telstra website, reference number provided - no update.
    Complained lodged with TIO - 10-15 days response time.

    Send Telstra's CEO an email (email address is easily googled) you may get a reply within a few hours or 48 hours from the CEO's complaint department. Which shares the same level as TIO complaints.

    All you have done is put yourself further and further down the queue getting the TIO involved.
    TIO involvement now means no one at Telstra will touch it as it has to be 'reviewed by your TIO assigned case manager only'. That could be 3 weeks away before it even arrives on their desk.

  • [Deactivated] on 01/07/2020 - 06:19
    -1

    How did you call telatraif your sim was deactivated?

  • Any thing on 01/07/2020 - 07:46

    Is there a new SIM card in the package that was delivered with the new phone? In the past if I ordered a phone on a plan they’d send a new SIM card with the phone. I think it would automatically activate after delivery.

  • Associated87percent @ Telstra on 01/07/2020 - 08:05
    +6

    Send me a pm with your mobile number (the one that was disconnected). I’ll have a look into it (no guarantees though). If someone tried to port your number though, you would have received an sms with a code that you need to enter or the port order won’t progress

  • Bargain80 on 01/07/2020 - 08:44
    +1

    company like Telstra usually will react faster if the complain is lodged through social media (e.g. twitter, facebook).

  • whooah1979 on 01/07/2020 - 10:07

    What is the new mobile?

Login or Join to leave a comment
Login Join