So the line is congested and that's basically it. Apparently they reported this to the "congestion queue" for the "Broadband testers" to investigate. I assume this is where the mythical "congestion department" came from. I might have misremembered it but I'm pretty sure I did not.
At first I was told that it would take a month before any investigation was done. Then I've been told that investigation was done (I'm not convinced), it was determined that there indeed is congestion and that fuck all will be done about it because NBN will be here "soon" so I'd be a waste of money for Telstra to upgrade the exchange. I'm paraphrasing a bit but this is exactly what the "saves department" told me. The saves department is apparently also the "disconnection department" so I guess I was given the right number after all, except this wasn't clearly communicated to me.
The "saves department" offered me three options:
- Terminate the contract and disconnect. Of course, this solves fuck all because there is no competition. All other providers just run off Telstra's network so they'd be equally shit. The guy, let's call him Abdul, pretty much said as much.
- Switch to a smaller bundle (there are 3, the only difference is the monthly data cap: 100GB, 500GB, 1000GB).
- Switch to 4G dongle - 25GB for A$105 / month or 50GB for A$150 month.
To add insult to injury, for option 2 they wanted me to either sign up to a 2 year contract or pay a casual plan fee ($150 IIRC). I told them that's not going to happen. I'm not doing this voluntarily, they're basically forcing me to go though this. At this point the fact that I am on a 2 year contract thanks to their fuckup (see previous "season") was brought up. I was able to use the interaction number for the drama a year ago to prove this to them (are you amazed @flabdablet?). Abdul asked if I had paid the casual plan fee then, I said no. He said these are the rules and asked whether I think it's fair that I should be able to get out of paying the fee now.
"After all this? What do you think?" was my answer.
Abdul went off to talk with his supervisor. The answer he came back with was that the fee can indeed be waived. I agreed to switch to a smaller, cheaper bundle. At this point he "managed my expectations" and said that I should keep an eye out on the next bill because, despite him waiving it, it is possible it'll be charged regardless. I should call him back if that happens.
After hanging up and going for a bit of a drive to the shops to cool down, I realized just how stupid of a decision I made. This guy basically admitted to me that they've over-committed their network and that they are willfully refusing to do anything about it. And I'm going to let them get away with it by simply switching to a cheaper plan and sucking it up? The Internet will still be shit every time I come home from work, just 25 bucks cheaper!
No, fuck that. I click on the callback link from the complaints department. They return the call and as it turns out, this actually was not the complaints department. Sneaky little buggers. I ask to be transferred to the complaints department. There is some resistance...
(Telstra woman): Please explain the issue, what is the expected resolution?
(Me): Stable internet connection.
: But sir, there is congestion!
: Well, then fix it!
: Yes, but how will the complaints department help with that?
: I was just told that you are refusing to fix it because you think it's a waste of money with the NBN being installed "soon". You over-committed your network and now you're refusing to deal with it, telling me to just wait half a year for the NBN to arrive.
: Who told you that?
: The "saves department".
: Okay, I will contact the complaints department for you, please stay on the line.
: Thank you.
: Sorry sir, the complaints department is only available Monday through Friday.
(You needed 2 minutes to figure that out?)
I'll send you a link, please click on it on Monday and I will connect you.
So yeah, to be continued Monday.