Telstra

My name is B. El Wazni

I called telstra today 06/03/24 at about 0850 am because a credit was not processed. Due date for the credit was 22/02/24.
The telstra guy (with accent) asked for my bank details which prompted me to question why I should give him the details over the phone when telstra already got them and every month they deduct their bills
automatically from my account. He replied because they are on difference system. I said what??? What system ?Isn't all telstra ??? Look to my last bill..can you see it...he said yes...then I said look that I have a refund two weeks ago and it went to my account without the need to call and give my
bank details.
The telstra guy started to tell some nonsense reasons and after that he mentioned some thing that
made me believe he is authentic telstra guy but may be he lacks of info and exp.
I decided to give him my bank details but I had to go to drive my daughter to
school so he agreed to make a call back@10:00am and he gave me a case
number#78995416

@10:00am he did not call.
So, at about 10:40am I called and telstra guy with an aussie accent was responding to my call.
I directly gave him the case number then he said it is too long number. I repeated the number to him when he said again it is too long and don't be rude with me, I will hang up otherwise.
I said to him this is the number given to me by the other guy. He said did he call you back when I said to him that you can see my case now why you said the number is too long then he replied, you are rude and he hanged up the call.
Immediately, after his call, the other guy called and asked for my bank details so I gave him the information and finished the call.

It seems telstra guy who hanged up with me was setting close to the other telstra guy and they know and deliberately plan for this hanged up.

Anyway, I am having a trouble dealing was telstra for the last two months and want to go for another provider.

So let me know in the comment if any one with good experience with internet providers.

Thank you

Approximate cost: $1

I found this business on Word of Mouth

Hopeless. My account is hacked. The hackers change my DOB and order a mobile plan. I find it not Telstra. Now they are billing me for the plan?

Horrific experience still ongoing even after leaving Telstra three years ago and taking them through the ombudsman court (which I won) I still get constant emails from them on a no reply system telling me to update my details for my contract which they still believe is ongoing... The latest one was telling me that authorisation on my husbands account for me to speak for him needs to be renewed although they send the emails to my email and then call me my husband's name so not only incompetent but are hoarding customer details and never deleting them from their system... I have contacted them about this issue before I have told them to remove my email from any emailing list they will not listen... I would recommend people use another telco and I would prefer to use smoke signals and carrier pigeons rather than this terrible company

I would never recommend Telstra
Tried cancelling my account and you don’t get to talk to anyone
Had to message them back and forth or by phone pressing buttons to answer questions which had nothing to do with the reason I was ringing
Nicer if you can talk to someone
They couldn’t even tell me what my bill be as it is done automatically each month
No way to run a business
Had been with them for years but now will be going to Vodaphone as the people there are willing to help and they are real people

The store staff at usually really good, but the offshore call centre is rubbish. I disconnected message bank twice in the last 2 years and they keep reinstalling it ... and charging $55 a month. They can't even give you an itemised account! Go with another provider

Approximate cost: $300

I have been a customer for about 15 years, pay all my bills on time and still we are treated like trash. They care more about money and new customers they forget how to treat the people that have been with them for almost 2 decades! I pay $280 a month for a phone and internet, have constant issues with my home internet dropping in and out, i tell them its my modem as its a decade old and they tell me I have to pay $9 more a month 2 years for a new modem! They are money hungry.. I work full time and am a carer.. but they have a deal on for new customer who stay with them for 2 years get a free telstra 3 modem, the newest latest.. 15 years I have put up with them, im constantly on the 24/7 chat complaining or trying to fix their mistakes, they try to rip me off, luckily i check my account everyday or they would rip me off. I tell them im changing providers because the support is horrible and they dont care about their longest standing customers and they just go around in circles trying to read me fine print and why I have to pay $9 extra month on top of my $280 a month bill just for a fresh new modem. Do not bother with this company they are probably the worst, money hungry, uncaring, undertrained people ive ever spoken to.

Approximate cost: $95

I have been a Telstra customer for over 10 years, and I have, and still use various services from mobile, pre-paid and internet. Overall products are good and have never really had an issue until I decided to take advantage of the recent Telstra Day Promotional Bonuses.

This is how it’s played out over the last month.

- I waited till Telstra Day to take advantage of the promotional bonuses offered by Samsung
- I received immediate confirmation of my order and over the following days I received various emails explaining when I should receive my new device, and the steps to follow to claim my Promotional Bonuses
- 1 week later I received my device and uploaded the proof of purchase supplied with the device to the Samsung promo redemption page
- 6 days later I receive a response from Samsung saying, "The document you provided is not a valid Proof of Purchase".
- I contact Telstra who proceed to email me another proof of purchase document.
- I upload the new document again
- I receive the same response from Samsung

This cycle happened another 5 times meaning a total of 6 declined claims from Samsung due to the proof of purchase document supplied by Telstra not being valid.
The final correspondence from Telstra Customer Support being:
"Call the Samsung Promotional Team and find out why they are not accepting the proof of purchase"

Sooo... For the past 4 days I have been reaching out to Samsung Customer Service and Promotional Team via emails, messaging, and phone to try and prove that I am entitled to the Bonuses.

It seemed that Telstra customer service attempted to help multiple times at first but then handed it over to me to complete. Telstra is not willing to contact Samsung to confirm the requirements and rectify the issue. Apparently if I really want the promotional bonuses, I am required to chase it up with Samsung myself.
Telstra has me locked in for another 24 months so there is no real incentive to try anymore. Now I am on a deadline with Samsung because if I do not submit my new claim in the next 10 days, I will forfeit my validity for the bonuses.

Is this common? The whole experience has been frustrating, stressful, disappointing, and now a waste of my time. If I had known it was going to be this difficult, I would have never signed up for the new device.

Approximate cost: $150

I am paying $100 / month for my internet and home phone. But the internet often down and takes 1 week sometime to get it fixed by them. So annoying when you need internet for business purpose.

Approximate cost: $100

It took months to connect our internet and it has been cutting out ever so often even though we have nbn. When complaint was taken to head office and last point no one called back. Our bills are $20 more than quoted on phone, we would not sign up with Telstra again.

I would never recommend Telstra to anyone. You lie and rip people of. You tell people one thing to get them to sign up with you then you take money from them. Was never given a contact and yet you say One has been signed. Well you must have done that. Your liars and cheats. DO NOT DEAL WITH TELSTRA> BEWARE!!!!!

OK so let's be fair here: Telstra have the worst customer service and pricing of the major carriers...
BUT !!! 5 out of 5 for the actual service ... both mobile and landline services are THE BEST.
Pitty you have to pay more money and suffer bad service to get the best!

I have been with Telstra as a mobile customer for years now, both for my small business and now as a private customer for years too. Your service just continues to get even more shocking as the years go on. I went into a Telstra store and wanted to upgrade my own phone to a new iPhone 6S Plus to a plan that would put $2500 in Telstra's pockets - which yes, in the long term is no biggie to a massive monopoly like Telstra with the best coverage - they ultimately have you over a barrel there. However - I was NOT expecting to be told I had to wait at LEAST an HOUR to speak with a sales rep in store!! Poor form, Telstra. So I ended up completing an order online - everything SEEMED to go smoothly. Until I got my phone. I put on my $90 spigen glass screen protector and protection case and was excited to get started! My SIM didn't work. Why not? I spent nearly 4 hours on the phone with Telstra that night trying to get it sorted. The problem? I had to pay $300 upfront, as I changed from my husband's name into my own name but either way we were established customers for years. Did ANYONE tell me this fee was necessary BEFORE my phone came or during the sales process, which I had a rep helping the the whole way on chat through the process to make sure everything went smoothly? NO! Not ONE mention of a $300 charge. Then they tell me, Well, It's $300 or we will send you a return bag, ma'am!!! What could I do? I am in a new building area in the country where reception with any other telco is rubbish. Even Telstra gets 2 bars only. What was I to do? Had no choice but to pay the $300 out of our family christmas money. Had I known this, I would have ordered my phone AFTER Christmas! Anyway - it took me absolutely CRACKING it with a service rep and her escalating it to a manager to get my $300 refunded. Initially all I asked for was a credit on my account for all the hours and callbacks I had to endure over telstra's mess up. They flat out refused. Then an hour later I got a call back telling me they realised it was their fault and my order was processed incorrectly because it was cancelled and put through again, with the fee but no one ever told me about it. Only when I called to see why my SIM wasn't activated, did I find out - and only have 2 hours on the phone with a rep! I got the $300 back, but I'll never get back that 6 hours of fighting, frustrating and disappointment from Telstra not wanting to accept responsibility for their screw up and compensate their LOYAL customer, despite all the years of bad experiences. I really with another Telco would catch up to Telstra so we have another option!

The coverage is unbeatable but this is the only thing they have going for them. The customer service is non existent. Please offer your staff more training and hire more call centre staff to deal with the large volume of calls that must come through your call centre. I can't believe the number of times I have been on hold for 30+ mins before speaking to a real person only to then be cut off. So frustrating!!

Quality of their Phone and internet service is not able to be matched (until the NBN is released nation wide. However, when it comes to dealing with their customer service representatives. Good CSR staff are few and far beyond. I have had the majority of phone calls be nothing but infuriating. Some of which I have known more about what is going on than the staff themselves. I've had lots of arrogant staff that act as though they own me. I've made several complaints none of which have change much of anything in the company. I even spent 8 hours on the phone one day several years ago having the "Run around" going from one department to the next and in some cases back the starting department. I've been hung up on unnecessarily lots of times. My complaints are almost endless there are so many. I had always been with Telstra from my first mobile. I had avoided all other companies as much as possible. All I can say is, for the value you're basically better off finding a company that has good customer service and better value. There are more than enough ISPs and telephone providers out there that your time would be best spent finding a better company until Telstra realise that their customers are more important. I am now avoiding Telstra as much as I possibly can and doubt I will ever go back.

I've been using Telstra BigPond Cable for more than 15 years. It is THE most reliable service I think I have ever used. It did annoy me when their customer support moved overseas, but compared to others, its not bad. The Aussie team though is magnificent. Great consistency, great speed, but of course you pay a premium for it.

Approximate cost: $80pm

goodby telstra off to try another server kept getting bills with calls that were not min last bill 6 calls not the first time so sick of having to go over bill with fine tooth comb

Approximate cost: $lots

Always massive waiting lines not matter what time or day you visit the store. after waiting so long it is disappointing that staff are not always able to assist just redirect you to online or phone services for further assitance.

Very poor customer service, long waiting periods over the phone. Very dissapointed also with products! ended up switching to other provider.

my phone was dead and i call them they send their tech next day and my phone was fixed. i am very satisfied with telstra service

easy and fast connection. did not have a landline for the first few weeks, but they promptly fixed the problem once i notified them of it.

Bought a wireless broadband next g thingamigig. When I got it, the salesman set up the email address, and as I usually only use my gmail address, I forgot the details. Anyway, circumstances have changed and I wanted to use the security of the telstra email address for business and banking, but as I cant remember the address, Telstra wants to charge me $1 extra per month to start up a new address! Why cant they just find the old one!

This isnt the first time Ive been mucked around by Telstra! I guess when you have the monopoly, anything goes!

Approximate cost: $too much

I have had enough of telstra and there constant mistakes! I always have to contact these people about something they have done and I never get a good response

overall good but there have been some problems regarding communication amongst staff members that has resulted in messed up bills, etc. Staff members are very kind on the phone although the time frame you have to spend on hold is unacceptable..

Moved to a country town and signed up to a Telstra phone, internet and TV package 4 weeks ago. We still haven't gotten the T-box yet, so I called them up to find out what's happening with it. They told me that it was shipped from Sydney to Melbourne and then back to Sydney! WTF! When asked when I can expect to get the T-box delivered, was told that it normally takes a few days, but given that it's close to Christmas we probably won't get it before New Years! WTF! When I signed up with Telstra, I was actually starting to think maybe I had been too rash in avoiding Telstra in the past, but this experience so far is making regret signing up already. They have an attitude problem that dictates they are always right, when they need to learn that the customer is always right. I won't be dealing with Telstra in the future.

We have to stay with the telstra phone service if we want broadband- we have to connect with them otherwise they will not let us have broadband as we are on what they call a pair gaining system leaving us no choice but to use them - holding us to ransom ,they just have to change us over to the other system & let us use what ever provider we want!! So we have had to use a wireless connection so we can get BB .

Don't even get me started on Telstra ............ too late. The worst customer service I have ever experienced, would happily swap for another service provider however they are the only providers of internet in our area - gutted. My partner and I rung three - four times to try and get our phone connected, each time we got a reference number, however when we rung back, we were told reference number didn't exist (all three - four times). During these three - four calls we also organised a bundle with a $10 add on for cheap international calls. This $10 add on was offered/advised by all 3 - 4 consultants (we'd previously explained all my family lived overseas and we wanted a decent phone plan), however when I got my bill I had $166+ in international calls, when it should have been $21+. Rung Telstra and was told that the add on hadn't been 'added on' and it was unavailable on the bundle we selected (despite being told by 3-4 of their consultants it was) - if we'd known this we wouldn't have taken the bundle. Accept we have to pay the bill - not happy though - and enquire about other bundles. Happy for us to swap bundles, if we upgrade, however if we get a bundle which costs less, then we have to pay fees for dishonoring our original contract.

Can't wait for another provider to come to our area, as will happily pay to get out of Telstra contract, and go with them ........... no-one could be as bad as Telstra

This is the edited version of what I really want to say

Got the prepaid broadband.Very fast and reliable service. Highly recommended. The service was excellent and they explained how to set it up in a very calm manner, no pushy sales persons

Over the last months I have started to dread even contemplating ringing Telstra for any enquiry. I think their customer service is just appalling

Approximate cost: $70 internet plan

Called Telstra to see about their deals and offers they had at the time. Was one the phone for over an hour. Was quite annoyed and in the end wasn't given what I was looking for. Not too great.

Approximate cost: $0

Telstra will never have my business ever again.

I tried to get my existing account relocated which they said was easy enough and should only take a few days. 2 weeks and 6 phone calls later, they announce they can't relocate it because of technical issues so they decided to cancel free of charge, begin a new contract free of charge with a new wifi modem free of charge. Sounds to good to be true right? I realised it was after another week waiting for the package to arrive. They said they had no record of the new contract deal, I currently was not connected to any Telstra service and I had an outstanding bill. This means I was to pay the existing bill, my disconnection fee and I'm sure there was something else. After 6 weeks of frustration, expensive mobile calls (over 20 hours in total), I refused to pay any of the money owed to Telstra and told them quite honestly that they owed me money for all the hours wasted on Mobile calls that sent me in circles.
The tech support crew aren't much help either, I'm not good with accents.

Ombudsmen was no help either because Telstra was 'actively trying to solve the problem'. Pfft.