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Terry calls on Telstra to improve service

Tuesday, 13th May, 2014

Terry Ellem bought a new phone and was told his old phone number would be available within an hour, but that was almost a week ago.PICTURE: Emily Roberts Terry Ellem bought a new phone and was told his old phone number would be available within an hour, but that was almost a week ago.PICTURE: Emily Roberts

A local man has expressed his disappointment with the service he received when buying a new phone.

Last week Terry Ellem went to change his pre-paid mobile phone to enter into a plan but wanted to be able to keep his old phone number.

“I was given a new number but told it would change back to my old one within the hour,” Mr Ellem said.

“By Thursday nothing had changed and I contacted Telstra. They said it was something to do with the system.”

Mr Ellem said he had people knocking on his door because they couldn’t contact him.

“I went back and they told me they would fix the issue by that day, but I’ve gone Friday and (Monday) morning and it still hasn’t changed.

“I rang again and they said I would have to wait 24 to 72 hours.

“I’ve had to give out the other number because I need my phone to work.”

Mr Ellem said he intends to take his case to an ombudsman.

“I don’t think they took me very seriously,” he said. “They just kept saying it was something to do with the system.”

Telstra Country Wide, Western NSW, Area General Manager Scott Curtin said it was normally a “fairly straight-forward” process.

“It depends on which company the previous phone number is held with,” Mr Curtin said.

“It is up to the company to release it and use their own processes.

“If it was a Telstra to Telstra number, it should have happened quickly.”

Mr Curtin said with this case it was a system error.

“It is not something that happens on a regular basis,” he said. “The order had been held in our system.

“We are extremely apologetic and we are trying to get it through as quickly as possible.”

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