It's incredibly hard to become a customer of @Telstra so you can give them money. They absolutely despise money, and do everything in their power to erect as many obstacles as possible in the way of a normal person establishing a billing relationship with them.

First: "I'd like to buy a 4G WiFi hotspot please."
"Umm, we don't have any. Maybe try K-Mart."

Are you serious? You can't sell me a mobile broadband service, and you'd prefer me to go to a department store. Okay...
So I go to the department store, and they have the same Telstra product $20 cheaper than Telstra does.

Go to activate it. Error message, SIM serial number has already been activated. Well goddamn.
So, back to the @Telstra shop. "Yes, I know I can return the whole thing, but all I want is a $2 SIM to get started. Can you just sell me one of those?"

No. They don't have any. Zero SIMs in the store.

ARE YOU KIDDING ME? WHAT OTHER PURPOSE DOES A TELSTRA SHOP HAVE?
Their first suggestion was to buy one from @AusPost, but they take 24 hours to activate their prepaid SIMs. Maybe try Woolies?
So I do that, and get my SIM, and go through trying to activate it. And ... now the identity check fails, so I can't.

Fuck. What?
Get @Telstra online support involved. "We'll send you an update in 30 minutes." 70 minutes later, I ping them for an update.
After much to-and-fro, it turns out that my identity check failed because someone at Telstra 8 years ago entered "Mark Newtown" instead of "Mark Newton" next to my drivers license number, so now I can't prove any ID at all to Telstra for any product.
Online support has fixed that.

So now the SIM ostensibly works.

It has taken 11.5 hours from first visit to the Telstra shop to having a working SIM in a WiFi hotspot.

I could have given up at any time. I don't know why I didn't.
How can they be so fucking bad at this? Every interaction I've ever had with @Telstra has been horrible, and they just don't learn anything, ever. All I wanted was a simple retail service, the thing their network of stores exists to sell, and they can't not screw it up.
Goddamn. So glad that's over.

More from Software

As the year wrap's up, let's run through some of the worst public security mistakes and delays in fixes by AWS in 2020. A thread.

First, that time when an AWS employee posted confidential AWS customer information including including AWS access keys for those customer accounts to


Discovery by @SpenGietz that you can disable CloudTrail without triggering GuardDuty by using cloudtrail:PutEventSelectors to filter all events.


Amazon launched their bug bounty, but specifically excluded AWS, which has no bug bounty.


Repeated, over and over again examples of AWS having no change control over their Managed IAM policies, including the mistaken release of CheesepuffsServiceRolePolicy, AWSServiceRoleForThorInternalDevPolicy, AWSCodeArtifactReadOnlyAccess.json, AmazonCirrusGammaRoleForInstaller.
Developer productivity, y'all. It is a three TRILLION dollar opportunity, per the stripe report.

Eng managers and directors, we have got to stop asking for "more headcount" and start treating this like the systems problem that it is. https://t.co/XJ0CkFdgiO


If you are getting barely more than 50% productivity out of your very expensive engineers, I can pretty much guarantee you cannot hire your way out of this resourcing issue. 😐

(the stripe report is here:

Say you've got a strategic initiative that 3 engineers to build and support it. Well, they're going to be swimming in the same muddy pipeline as everyone else at ~50%, so you're actually gotta source, hire and train 6, er make that 7 (gonna need another manager too now)...

...which actually understates the problem, because each person you add also adds friction and overhead to the system. Communication, coordination all get harder and processes get more complex and elaborate, etc.

So we could hire 7 people, or we could patch up our sociotechnical system to lose say only 25% productivity to tech debt, instead of 42%? 🤔

By my calculations, that would reclaim 3 engineers worth of capacity given a team of just 17-18 people.

You May Also Like

"I really want to break into Product Management"

make products.

"If only someone would tell me how I can get a startup to notice me."

Make Products.

"I guess it's impossible and I'll never break into the industry."

MAKE PRODUCTS.

Courtesy of @edbrisson's wonderful thread on breaking into comics –
https://t.co/TgNblNSCBj – here is why the same applies to Product Management, too.


There is no better way of learning the craft of product, or proving your potential to employers, than just doing it.

You do not need anybody's permission. We don't have diplomas, nor doctorates. We can barely agree on a single standard of what a Product Manager is supposed to do.

But – there is at least one blindingly obvious industry consensus – a Product Manager makes Products.

And they don't need to be kept at the exact right temperature, given endless resource, or carefully protected in order to do this.

They find their own way.