Going nowhere fast on 'net
FOR PATRICIA Erfurt-Cooper, who is completing her PhD, fast and reliable internet access is vital.
But while the Craignish resident has an existing ADSL connection in her name, that account exists for her previous home and Telstra refuses to transfer it to her current address, she says.
“We are a family that needs the internet,” Ms Erfurt-Cooper said.
“I’m doing my PhD. I’m in the final stage of writing it up and you really have to check all your information.
“I need internet basically 24-7 and I need fast internet.
“If I had known I couldn’t get internet, I wouldn’t have bought this block of land.”
She said she originally had the connection years ago, living in Wondunna.
Then, moving to Pialba Downs, she requested the connection be transferred but was told there were no lines available in the new suburb.
“Despite Telstra’s lack of service, we kept our ADSL account until we moved out to Rural View Court, Craignish,” she said.
The account was then transferred to the new address and the family enjoyed “fast, unlimited broadband access at a very reasonable rate”.
Two years later they moved to nearby Highview Drive and have again found they can’t get the account transferred.
Ms Erfurt-Cooper has spent countless hours on the phone with Telstra customer service representatives who, she says, keep telling her different things.
“They refuse to upgrade the (Dundowran) exchange, because of the cost,” she said.
“Telstra is saying there is no demand for it.
“(But) they really should be made responsible for this area.”
She was also told that as soon as she installed a home phone, her internet connection would be able to be transferred.
She paid $324 for the line, despite not needing it.
“We weren’t too happy about that as we have mobile phones and don’t need another one.
“When we asked Telstra if we could use the line from our old address, where our family still lives that would be free when we transfer our account, Telstra said quite bluntly that we would need to go to the back of the queue, as there are a number of people already waiting.
“When you call Telstra, you never get the same person. That’s why they get away with murder.”
The family is currently using satellite internet, which Ms Erfurt-Cooper says is “slow, expensive and drops out all the time”.
“We get told we should try wireless but the reception is not crash hot – we’re in a bit of a bad spot. But I’ve got an account down the road. All they have to do is switch it over.