So last week Energex were doing work on my street for the day. In the morning I left for the day and saw them all out on the street doing said work. When I returned late in the afternoon there was a note in the door:
"There has been an incident involving our truck which has caused damaged to your telephone lines. Energex is aware, call there general number. Sorry."
I then went to have a look at the front of the house and found the telephone line on the front yard, along with a big chunk of the roofs fascia and other damaged external NBN equipment.
I then spent 50 minutes on the hold waiting to speak to Energex, once answered they had no reports of this issue and this was all news to them. They told they'd investigate and that I had to sit tight with no internet. No response for days so I had to keep calling them and highlight that this repair is urgent as they were completely at fault and I run a business from home that depends on internet use.
Just yesterday they have now reported they will pay for the repairs as apparently it is my fault….!!!! Refusing to talk on the phone and not answering calls, here is there email response:
"I asked the business to investigate what had happened, and I have been provided with the following information:
Our crews were driving a truck (which has a 4.3m travelling height) on Thursday, and when driving on ******* St, the NBN/ Telstra service line crossing the road, has snagged, pulling the raiser bracket off the house, damaging the fascia on the house and broken the NBN equipment.
Telstra is required to ensure that the line is at a minimum height of 4.9m in the centre and 4.6m over any other part of the carriageway.On speaking with ******* this morning I had indicated if we were responsible for said damage we would offer reimbursement for any contractor fees which you needed to engage to rectify faults, however given that I have since discovered we are not responsible for this damage, I unfortunately will have to redirect you to NBN to escalate the matter of no internet service and make claims against them for the damage to your home."
I can't believe this. They straight up destroyed my telephone line and the roof of the front of my house, while I was not home and didn't even report it. Now they are flat out refusing to do any repairs. I've been in contact with NBN, they had technicians come out on Monday who just basically laughed and said it's on Energex to pay for these repairs. The telephone line has been in this position for at least 15+ years with no issues at all.
Where do I go from here? This has been extremely stressful time and couldn't have happened at a worse time for me. I haven't been able to work from home for over a week now, having to drive to a local café to do my work all day. These repairs are going to cost a lot and I do not have the money for this. I would really appreciate any help on what I can do.
Thank you.
Mod: Thread closed as OP has created a ghost account. They express their thanks for the users who have responded to the question.
Good question with who to raise this with.
Not sure which one is the best answer, but here's a few options:
* House Insurance
* Energy Ombudsman
* Telecommunications Industry Ombudsman