Bigpond fun and games

April 28, 2004 ·  

I wrote on April 19 that I wanted to cancel my Bigpond dial-up account. The Bigpond web site enables you to open accounts and switch between plans, but won’t let you close one.

So I sent them an e-mail on April 19, giving my user name and password, and asking that the account be closed.

I received a reply today (April 28) from Tracey, who I’m sure is a lovely person:

“In order for us to cancel your BigPond Dial-Up Residential account, Telstra BigPond requires security identification details. Due to security concerns with forwarding this type of information via email, it is preferable that you contact BigPond on 13 12 82 and a consultant can then assist you with your request.”

I rang the number and listened to the options, the last of which was for people wanting to close accounts.

As I waited, and waited, and waited, I had visions of one person serving the whole of Australia for this purpose. I have no doubt that if I’d selected the option to open an account I would have been put straight through.

After a reasonable five minutes a human being actually answered the phone and spoke to me. Unfortunately I had been routed through to the corporate sales department and he was unable to help me. He couldn’t understand how I got there, but kindly transferred me back to the Bigpond switchboard where the cycle started all over again.

Not being content to wait and be directed once again to corporate sales, I replied to Tracey’s e-mail and asked for a fax number or postal address to which I could send written instructions.

I’m interested to see if it takes another nine days for Telstra to respond. If so I will write to them at whatever address I can find. If that doesn’t work I’ll contact the telecommunications Ombudsman.

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