Sorry if this is in the wrong section.
2 weeks ago I tried to do a service relocation.
Today I received an email telling me my service relocation had been rejected:
Firstly, when I pick up my phone at my new location and I try to dial my mobile number, I get through to a Telstra service saying I need to set up a new account etc.Status: Your application has been rejected by Optus.
The reason for putting your application for rejection is: Please be advised that your relocation application has been rejected due to “No Cables” at the new location. Usually this happens when there has been No internet service at the new location possibly due to a newly developed area/address.
However upon further investigation our supplier confirms that there is no Vacant copper in-order to proceed with your request.
As a result you will have to contact a line rental provider like (eg;- telstra) to activate a telephone line and then apply for a new service.
Exetel Pty Ltd
This means I am connected to an exchange.
Secondly, I know I am on the Wollongong Exchange. I thought I would check that there were ports available on the Wollongong Exchange.
So I went to the "ADSL2+Phone Service Availablity Check" page and checked the phone number of someone only a couple of doors up from me:
So I am connected to the exchange, and there are ports available.Exchange Code: WLGG
Exchange Availability: YES
Exchange Capacity Reached: NO
Telephone Service Availability: Transfer Current Telephone Service Available
ADSL2 Service Availability: ADSL2 Service Available
"your relocation application has been rejected due to “No Cables” at the new location"
I am connected to the Telstra exchange. This doesn't make any sense.
"our supplier confirms that there is no Vacant copper in-order to proceed with your request"
Again, I am connected to the Telstra exchange. This doesn't make any sense either.
I contacted Exetel support. They said to try the relocation process again.
Has anyone else had similar issues when moving?
I don't want to wait another 2 weeks to be told the relocation process has been rejected again?
If there is "No Cables at the new location" and "no Vacant copper", how will connecting to telstra change my current situation?
This is really poor communication to your customers. Sure this is probably a direct push of the Optus email, but shouldn't Exetel try to manage my relocation for me?
What incentive do I have to reconnect to a provider that doesn't even try to manage my relocation, rather just sends me an email saying that Optus said that I have no phone line?
What is my best option:
1. Connect my phone to Telstra. Apply for new Exetel ADSL 2 plan. In which case Optus may just tell me the same thing.
2. Connect my phone directly to Optus. Apply for new Exetel ADSL 2 plan. I assume Optus wouldn't reject a new land line customer???
3. Wait 2 weeks for Exetel to forward me another email from Optus to say I have no phone line, then get even more frustrated than I already am.
Very frustrated with receiving no email communication at all. Not even confirmation that I had chosen to relocate my service.