Telstra leaves shop in limbo
A TOWNSVILLE business has been left in limbo after its telephone number was given to someone else.
And it is the second time it has happened.
Crank’D Cycles owners Matt and Jen Jurss have now contacted the Telecommunications Industry Ombudsman to try to force Telstra to fix the problem.
On July 14, the phone stopped working. The following Monday, they learned their phone was being diverted to a complete stranger.
Mr Jurss said it would be funny if it was not so serious.
“I’d rather the phone not work than this. Customers likely ring and think we couldn’t be bothered to return their calls,” he said.
He suspects Telstra, which resolved the issue just before a deadline set by the Ombudsman during the last episode, did not fix it properly.
Mrs Jurss said it was unclear how many customers the business had lost.
“We still connect to customers through Facebook and we’re fortunate that a lot of people were able to see our mobile number,” she said. “But people who look us up in the phone book can’t reach us.”
Mrs Jurss said having a working phone number was fundamental to the business.
“It’s not just customers but also suppliers and I don’t know how many calls we’ve missed,” she said. “We pay for advertising for a reason and it’s frustrating there’s no sense of urgency from Telstra.
“That’s the hardest part. They don’t grasp the concept it’s our livelihood. We’re a small business and every dollar counts.
“Telstra insists its investigating but we haven’t heard from them since Thursday night.”
Mrs Jurss, who is pregnant, said she became irate when she spoke with Telstra staff.
Mr Jurss said changing the phone number was not a viable option for the business.
“We’ve had it for seven years and people know our phone number,” he said. “I’ve just paid to have it in next year’s phone book.”
Telstra area general manager James Hobbs said there was an error with an NBN order “placed by the customer of another provider, and it appears our customer’s phone number was incorrectly assigned to them”.
“This is not the experience we want our customers to have,” he said. “We have been in contact with our customer to rectify the issue and we are also investigating how the error was made.”