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Covering the Goulburn and Murray valleys

$2500 out of pocket over internet woes

Moama resident Darren Wilson has shared his long-running saga of internet problems at his new address.

RHIANNON HORRELL August 20, 2014 1:05pm
If you think suffering from slow internet is a major pain spare a thought for Darren Wilson.
 
While he can still laugh at the dilemma, there is no doubt the Moama man has had just about enough.
 
And his saga to get back online already has him about $2500 out of pocket.
 
Since moving house in mid-May he has been plagued by problems and has little tolerance for the word Telstra.
 
‘‘My wife contacted Telstra to indicate we were moving house,’’ Mr Wilson said.
 
‘‘I was told it would take four days to get the internet and our new home phone up and running and if we had any problems they would contact us within 24 hours,’’ he said.
 
Twenty-four hours passed without further contact.
 
‘‘I gave them a call just to check what was happening,’’ Mr Wilson said.
 
‘‘They said there wasn’t a port available at the time to connect to the internet but they would find one."
 
‘‘Two days later we received a call back. (The Telstra operator) said at that particular point they wouldn’t be able to get a port (for us).’’
 
He was advised to expect a wait of three months instead of a few days as the port at his previous address could not be transferred.
 
And even that was not a done deal.
 
But Mr Wilson had consulted Telstra’s coverage map, which showed he should be able to get ADSL 2 at his new address on Kingfisher Drive East.
 
‘‘Internet for me is not just surfing — we use it for business,’’ he said.
 
‘‘I’m a book keeper so I need to be able to log in to help clients externally and work remotely.
 
‘‘It’s a bit of an issue not to have internet.’’
 
On July 16, a frustrated Mr Wilson lodged a complaint with the Telecommunications Industry Ombudsman.
 
Which prompted another call from Telstra, only to tell him he lived too far away for internet.
 
Telstra Country Wide acting area general manager Ian Baker said while Telstra’s website shows where broadband was available, it was only supplied if a ‘‘qualification test’’ was passed.
 
‘‘We will work with Mr Wilson to find a mobile broadband option for him,’’ Mr Baker said.
 
‘‘Unfortunately it is only until it comes time to provisioning an internet connection can it be 100 per cent determined whether a suitable connection can be made.’’
 
He also said Telstra had ‘‘worked hard to connect Mr Wilson to broadband but to date, due to his location, has not been able to’’.
 
‘‘When Mr Wilson first approached us for an ADSL service there were no spare ports in the exchange,’’ he said.
 
‘‘Unfortunately when a port became available due to distance from the exchange the signal was not strong enough to provide a quality service.’’
 
He explained as an ADSL signal travels down a phone line the further it goes the weaker it becomes so ‘‘beyond a certain limit from the exchange Telstra will not offer a service as it will not meet the needs and expectations of the customer’’.
 
When asked if Telstra would do anything to rectify the lost income, Mr Baker said ‘‘our local team will establish contact with Mr Wilson to discuss what options might be available to him’’.
 
The Telecommunications Industry Ombudsman did not wish to comment.
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