I tried to connect to Iprimus nbn. Had issues because I wanted to open a new account and not use my grandparents account as they can't speak English and I was offered a free month for a new customer so he suggested that I sign up as a new customer rather than using my grandfathers account.
I paid for delivery of the modem and waited 13 whole days with no response or modem showing up. I finally called to see what the go was. The lady said there was an error due to there already being an account at the address. So I asked her why I wasn't contacted 13 days ago. She had no answer. I asked her to find a solution for the issue and she said the technical teams aren't available at the moment being a weekend. So she suggested calling back on Monday. I told her that they should be calling me and not the other way around. She confirmed that she would call me between 9-9:30 am on Monday as I had a doctors appointment and had a bit of time before hand to have a chat and try to resolve the issue. I waited until 10am and had no response so I ended up calling. After waiting 15 minutes to get through to speak to someone I started to explain how this was unacceptable. The consultant was doing some checks and having a look at the account and I told her that I did not have much time as I was on my was to my doctors appointment and that this conversation should have been completed at 9-9:30 not at 10:15.
At this point I had arrived at the doctors and when the doctor called me in, I had to leave the phone conversation.
After my appointment I called back and connected to the sales department because I knew the wait would be shorter. Low and behold I got through in a minute or two rather than 15 like previously. I began speaking to the new rep and he started to come up with solutions. First he said we can cancel my grandparents account then sign me up but will take time.
We could rename the account under my name but that would take 21 days. Or we just put me down as an authorised person on the account. For this I needed to contact my grandfather who was not home and didn't have a mobile. I called 3 different family members and finally located him. After that I got my grandfather to approve everything and then I continued to get started on the process again of trying to move to nbn through iprimus.
However I had told the rep that I had up until 11:35 to finish everything and that I had wasted over an hour with them and I had to go back to work.
The rep couldn't get through all the t&c's. I had to end up closing the phone again because ran out of time.
That afternoon I called again and asked to speak to an Australian manager because this was not acceptable. They informed me that it was not possible and that I would be contacted within 2 business days by a retention team manager. However I was called back in 3. They called the wrong person and I couldn't speak to them. I called back that afternoon and had a really long chat to a few workers and they finally offered me a months internet for free despite me already having that offered at the beginning. I'm leavin iprimus