Scott Burgess was so unhappy with the service from Telstra he took his complaint all the way to the CEO Andy Penn.
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Mr Burgess had been trying to help his parents Noel and Margaret get their phone and internet reconnected after being accidentally disconnected by Telstra almost three months ago.
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The root of the problem was that their address was incorrectly recorded in the NBN records. So when a new house was built next door and applied to be connected to the NBN, the Burgesses' line was used, cutting them off.
After the Mercury contacted Telstra earlier this month, the telco said the problem would be resolved within a week.
However, several weeks went by without any change (the reconnection finally occurred on Thurday this week), which prompted Mr Burgess to contact the CEO.
"I got a text from Telstra saying they're looking into it and I said 'can I just have the CEO office details so I can send an email?'," Mr Burgess said.
"They said 'I don't have them' but after a bit of digging and searching I found it and I emailed him. He actually got back to me and said 'give me your parents' account details and I'll get someone to contact you'."
After that Mr Burgess claimed no-one contacted him and said he planned to send more emails to Mr Penn if the problem wasn't rectified.
Also, even though his parents have had no phone or internet for three months, they've received two bills totalling $180.
A spokesman for Telstra apologised to Noel Burgess for the extended delay in reconnecting this property to the NBN.
He said a case manager had been speaking directly to Noel Burgess over recent days updating him on the progress of work to get him reconnected.
"An active service has been restored to the property today," the spokesman said on Thursday, "and at the request of Mr Burgess, we have arranged for a Telstra technician to visit the property on Monday to connect the modem and telephone and ensure all is working properly."
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