BUSY TONE: John Hughes, of Lismore, with the temporary phone given to him by Telstra.
BUSY TONE: John Hughes, of Lismore, with the temporary phone given to him by Telstra.

Telstra hold-ups cause customer major hang-ups

WHEN Lismore resident John Hughes moved into a new house he didn’t think it would take five months to get his phone connected.

Mr Hughes shifted into his home in May and applied to Telstra to get a home phone connected on June 2.
He is still waiting for this to happen.

“It’s just a home line,” Mr Hughes said.

“I called them every couple of weeks to find out what was happening, but all I got was more empty promises. I’ve paid for the line rental, which was about $90, and didn’t get the phone. So I kept calling them, but nothing’s happened.”

Mr Hughes has also dug up his backyard to accommodate the line connection, which cost an additional $299.

“I did get a bill for $299 for line connection, and it’s not even connected,” he said. “And all this time I’ve been using my mobile and racking up unnecessary costs.

“The phone company sent me a substitute phone, which you plug into the electricity and set an aerial up on the wall to use. But it is just hopeless – and I’m paying for those calls as well. I can’t understand what they are doing.”

Mr Hughes said there was light at the end of the tunnel after he received a letter from Telstra on Thursday saying preliminary work for the service connection should be completed by January 2.

“But that’s just the preliminary work – it’s not the final stage,” he said. “It’s incredibly frustrating, the inconvenience of it all. I keep getting promises, but nothing happens. For a big company like that, they are supposed to be on the ball. But now Ihaven’t got much faith in them. In fact, as soon as they get my phone on, I’m switching my service over.”

Questions relating to Mr Hughes’ complaints were sent to Telstra, but no response was received before deadline.


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