More Telecom

Complaints

Half of my apps are not working because of speed even if I have got good plan

I have been with More Telecom for two years, but two weeks ago my internet suddenly stopped working. I contacted More and let them know that there was an issue, and after spending 30 minutes on the phone with the support team, I was advised that there was likely an issue with the router because the one I purchased from More was a few months out of warranty. So, on this advice, I purchased a new router and called the More support team again. I spent another 45 minutes on the phone with them reconfiguring settings on the new router, but this did not resolve the problem. I was told that the matter had now been “escalated to the Level 2 team” and that I would receive a response in 48 hours. I never received this response, so followed up with a call myself. The More support member then asked that I go to the router (which I had to leave work to do), and we then repeated the re-configuration steps from the first day of the issue, with both the original and new router, again with no success. I was then told that based on “tests” that had been performed, that the issue was not with any of the devices or cabling on the premise, but that there was an issue “authenticating the login credentials”. I have been following this up for a week and a half since with daily phone calls, and on each occasion I am told that the issue has been “escalated”, but with no tangible progress or solutions provided. Furthermore, I was asked yesterday by More (via text message) to make myself available for a technician to visit the address between the hours of 8am and 12pm today. I did this, but nobody came. I called this afternoon asking for an update and explanation of what was happening with the connection and why nobody showed up for the scheduled appointment, and was told that the appointment was cancelled at 7:45am. When I asked why I wasn’t informed about the appointment cancellation, I was told words to the effect of “we are busy with other tickets” by the More support team member… before again being told that my matter has been “escalated”, and that I should receive an “update” at some stage tomorrow. So, it has now been over two weeks that I’ve had no internet. I have wasted money on More’s advice on a new router that I didn’t need. I have wasted 10 hours of annual leave from my job to attend appointments made by More that they cancelled but failed to advise me, and there is still no end in sight for the “authentication” issue that is apparently causing the problem. I want my internet fixed, I want some form of compensation for the direct and indirect costs I have incurred as a result of this issue, and I want an apology. Their approach to resolving this issue and their efforts in communicating the process of fixing it with me have been disgraceful.

Hi I've paid billing for my internet services but I am still getting the message of payment failed. I've been calling the customer services multiple times and the response is we looking into this matter. The issue has resolved and I've got a mail stating we'll cancel your service in 7 days. Why is it taking too much delays in responding my issue

More Telecom Pty Ltd Bill number: 449178-1219 To whom it may concern , I’m not paying the current bill that is over due due to the Telstra outages as noted last time I called you by telephone. So could please wipe the current bill outstanding. I don’t understand as my other phone I was previously was using for the same period of the this account was a Telstra prepaid and I had coverage with that phone the same days More had the coverage outage across Melbourne. I was using 2 different android devices one Telstra prepaid Blade A30 a terrible phone that should be recalled from the the shelves worldwide and A Nokia CO2 android phone also a very bad device both purchased outright. I have Finally been able to upgrade to another IPhone 14 after being robbed in February this year I also purchased this device outright And have taken out apple care insurance covering theft in the future. It’s been a very challenging year so far Robbed 3 separate occasions , had my identity stolen last may 2023 and in process to change my name and get a new identity will let you know once I get the new name change certificate. Also I have never been able to log into my more portal in the 4 months I was without an iPhone The email on my more account is pearson83@proton.me My mobile number is 0452106482 Since the robbery in February and escaping domestic violence it has left me in financial hardship. Sincerely yours, Linda Pearson

It’s not working and we cannot watch our TV or do any work because of it!?

Been having billing and service issues since joining, Made contact multiple times.. through online chat, email support and attempted calls... contacted financial hardships team.. and made complaints through them.. I keep being told someone will contact me literally for the past 2-3 months and it still hasn't happened.. they have now stopped all my services without any notification.. and despite the fact I've previously advised them of DV concerns and also financial hardships... I have included a copy of the most recent chat transcrip..

I cancelled my mobile plan in error and have been trying to reclaim my mobile number by calling, online and WhatsApp their customer service and I was denied a re-activation. Its been 2 days. I need my same mobile number as its attached to 2fa and financial accounts. I cannot port the number as its not activated. I would like this number re-activated so I can use it as I have head the number for over 20yrs.

We are having several days prolonged network outage of NBN in our local community and NBN is not doing any effort to fix the problem and not communicating with affected customers. Its a shame. We work from home our live is distrurbed. We need solution to this problem now.

To whom it may concern, Following a huge disruption to our internet service in the month of December last year, which was resolved, we have once again experienced an 80 hrs disruption during the week 11/2 to 15/2. I contacted the service desk and they issued a ticket 621007 to investigate if there was a fault in the NBN connection as there was no DSL indicator on, on the modem. Waiting for a phone call from the technician to advise us on the findings and how to reconnect to the service, nothing happened - no contact - no email - nothing, Decided to call the service desk back on Friday 15/2, I was told that there was no fault in the NBN connection and that we could reconnect the service. We were then reconnected to a service name TP- LINK instead of our usual NETKEY, with no explanation. Obviously we subsequently found out that we have to change and refigure all our services in our home connected to our WYFY. Once again a huge inconvenience. Why were we not told that we could reconnect to the service and when could we have done this, instead of being without any internet for almost a week? Not good enough. Having faced this interruption this week following our December experience left us very frustrated and have questioned whether or not we can trust your company. We really feel that they way we are left up in the air during these situations are very poor customer service on your part. I am really looking forward to your considered response to the issues raised. Yours sincerely Gunnar Rasmussen

I submitted a request to transfer my NBN service from Optus to a new property, where the NBN box needed installation. Despite having an initial appointment scheduled for 01/12/2023, no technician arrived on the specified date. After several conversations with Optus, I opted to cancel my plan with them and switched to More. More set the NBN box installation date for 18/12/2023, but once again, no technician showed up. Upon reaching out to More, I was informed that the order was on hold due to another service provider initiating the request. I promptly informed More that I had closed my account with Optus, and there were no pending matters with them. After numerous calls and communications with More, they mentioned they resolved the hold issue and are waiting for NBN to respond to the new connection request. It has been almost two months since I initially requested the NBN connection, and nearly four weeks since More claimed to be waiting for NBN's response. Unfortunately, I am still awaiting any progress, and this situation is making it challenging to work from home, relying on my mobile data.