When I moved house over christmas I left the world of having broadband behind. Unwittingly I stepped into a world of difficulties when I attempted to setup iinet’s new Naked DSL at my new house.
My first two attempts resulted in a “No such service address” which iinet said was a response from Telstra that my house couldn’t have a telephone connection. Given there was two telephone points in the kitchen and there was a ‘connect with optus’ letter in my letterbox I presumed that someone who previously lived there had used a working telephone.
I then decided that rather than fighting with a webpage and long telephone support queues I would submit an application to Telstra to have a telephone line connected. Within a few days a Telstra technician arrived and after a few false attempts at connecting the line it was all working.
I called iinet from my newly working telephone line and arranged for my naked dsl on the new telephone line supplied by Telstra. After waiting 10 working days I received an sms message stating that my connection would be enabled on the 18th of January. I was suffering from a throat infection so I took the day off to rest and be home in case the technician wanted to test the service.
I waited long past the appointed time for the switch-over and nobody ever came. I tested the phone line and found that my Telstra phone line was still working with the same telephone number which confirmed that my naked DSL wasn’t enabled on my line. (If it was enabled I wouldn’t have been able to use the telephone)
On the following Saturday I called iinet to ask what was going on. The Support person said that they had received word from Telstra that the work was all completed and my line tested fine for naked DSL. I explained that I was calling from the phone line that was supposed to be disconnected and he confirmed that the telephone number that wasn’t supposed to exist anymore was displayed on his called ID. The iinet support person said that the only explanation he could draw was that the Telstra tech had connected the wrong line and possibly disconnected someone elses telephone service from the exchange and that he would log a service request with Telstra to correct the error.
On Monday I received an sms from iinet telling me that my Naked DSL and VOIP service was now active, but I was disappointed when getting home to find my PSTN telephone still worked and I couldn’t get ADSL sync.
It seems I’m left in the hands on the Telstra technicians as I don’t have any timeframe of when to expect my connection to be fixed. I get the impression that if I was using Telstra as an ISP they would be much quicker to get me online rather than doing the work on behalf of iinet.
I’ll keep you updated.
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