Telstra BigPond

Very poor service. Signed up over two weeks ago and still do not have a working broadband service. Customer support, whilst they try to be helpful, appear to have very poor training and are unaware of outages and other network issues. Have now spent well over 3 hours on calls without any resolution.

telstra great service and good offers, would recommend all

Approximate cost: $100

Horrible service and credit team, When attempting to speak to them I would either get transferred to another consultant who had no idea of any issues when I had asked to speak to a Manager. Often ending up being hung up on. I will never go back to using them.

I have been with Bigpond for about 15 years with dial up in Queensland, to broadband in Queensland and then two moves to Tasmania. Each time they are cooperative, they find me the best email version for the various locations and computers I am using and problem-solved the need for new modem.
Their online and phone support services have been brilliant as well. I rarely find people so patient over the phone - they must sigh when they hear my problems, but you would never know.

I'm with Telstra on my iPad and a mobile for work,I use them for the iPad as they have the best coverage,with 3G.the plans aren't the cheapest but,it's not the best value around,I use other companies for my personal phones as they have better deals.telstra is best though if you want to use your device in places you usually wouldn't get reception.

I've never had a problem with this company! Granted their not the cheapest around, but where we are (Rowville), its really hard to get ADSL 2+. I think they're the only one who offer it. I've never had to resolve a problem, but I have heard they're notorious for playing 'phone tag', and whenever we'd had to call its taken a long time to speak to anyone.

TELSTRA CUT MY BIGPOND OFF ON 24 FEB, FOR AN UNPAID ACCOUNT, WHICH I HAD PAID ON THE 21 FEB. I RANG TO COMPLAIN ABOUT THIS, THEY APOLOGISED FOR THE ERROR AND SAID THE SERVICE WOULD RESUME IN A FEW HOURS. I RANG AGAIN ON THE 28TH, STILL NO BIGPOND. WAS TOLD A FEW HOURS AGAIN. RANG ON THE 2ND, AGAIN SO SORRY, AGAIN THE 3RD, I WILL FIX THAT STRAIGHT AWAY, THREE HOURS LATER I INFORMED THE LAST PERSON IF MY BIGPOND WAS NOT UP AND RUNNING BY MIDNIGHT, THEY COUOD KIDS MY ACCOUNT GOODBYE FOR GOOD. WELL, THEY WERE GIVEN ADEQUATE WARNING, SO I WILL BE GETTING A NEW PROVIDER TODAY. SINCE THEY SHIFTED THEIR TECH SUPPORT AND CALL CENTRES OFF SHORE, TELSTRA HAVEN'T BEEN WORTH THE BOTHER. THEY ARE ADVERTISING 24 SERVICE ON TV, THEY SHOULD SPEND THEIR ENERGY ON PROVIDING THE SERVICE. THEY ARE ALREADY CONTRACTED TO PROVIDE. MY OPINION IS THEY HSVE NO QUALITY, NO CUSTOMER SERVICE, NO PRODUCT RELIABILITY OR EXCLUSIVITY. SAVE YOUR MONEY, BUY TWO TIN CANS AND A PIECE OF STRING, YOU'LL GET MORE BROSDBAND OUT OF THAT THAN YOU WILL FROM TELSTRA THESE DAYS.

I HAVE RECENTLY EXPERIENCED A HORRIFIC LEVEL OF SERVICE FROM TELSTRA AND THEIR CUSTOMER SERVICE IS PATHETIC. THIS COMPANY NEEDS TO PULL IT'S DOCKS UP AND RETURJ TO THEIR CORE VALUES.

Their product is sufficent for my needs, I have wireless and have not encounted any problems so far. Although their customer service is dreadful. When the account was set up they incorretly spelt the suburb which meant we did not receive our bills hence payment demands. To their credit late payment fees were reversed although it did take me a further two calls and substantial time on hold to finally have them correct their errors. Highly disappointed with their service and the amount of time I wasted on what should have been an easy error to fix.

Approximate cost: $60 pm

After being a loyal Telstra customer for over 25yrs, I received a letter advising me that my last bill was incorrect due to me changing my internet plan and that they wouldn't charge me for any excess amount but my next bill will be increased - the only issue here is, I didn't change my internet plan. So I contacted Telstra to find out what happened - after being transferred numerous times I was advised that the plan I was on was made redundant and I was being transferred to another plan at a higher rate and the discounts I was receiving on my previous plan were no longer available. I asked for a better deal and was informed I should be grateful for the deal I was on. Needless to say I was not happy with this response and expressed my unhappiness in a courteous manner which was received with the same response several times over "I am sorry you feel that way but you should be grateful for the good deal you were receiving". Needless to say I am shopping around for another internet, mobile and homeline provider.

I have used Telstra Bigpond support recently and I received great service, my problem was resolved and the customer service representative also picked up I was eligible for an extra $10 discount on my account. I was elated, to say the least.

we have used bigpond as our internet server for years, service is ok but it sometimes drops out. value is decent.

Recently contacted Big Pond to review my account with them. Went through my account with the operator and he managed to save me $30.00 a month off my overall account just by reducing my plan compared to my monthly usage and by combining all of my Telstra services onto one bill each month. Every little bit of saving helps!!!

We have broadband through them great product however there customer service could improve by a mile......

I am more than disappointed in their service - yes, they have always fixed up their mistakes, but they should not make so many in the first place

Approximate cost: $125

unfortunatly i am in a area where only wifi is a choice, so i have o stick it out but i would not recommend to anybody else. hopeless tech support and have to keep ringing over the same issues

They have great mobiles but the cost of their deals isnt as great as a lot of their major competitors

I use Bigpond as my Internet provider and am quite satisfied with their service. The only major complaint that I have is that the Telstra site can be difficult to navigate at times, especially when it comes to accessing your billing information.

I use Bigpond for my Internet and find that if I need any assistance with my connection that Bigpond Support is there 24 hrs day /7 days a week for advice and also setting up your Internet Service.

Approximate cost: $89

I have been a long term customer of Bigpond and had to move to another internet provider out of necessity. I used Bigpond for not only my internet but I also purchased my internet security from them by the month. At first Bigpond used a seperate security company for virus protection, then Bigpond developed their own security package and swapped me over to this. The Bigpond security let in virus after virus to my computer and a virus eventually destroyed my computer's hard drive. I have had to replace my computer's hard drive (at my own cost) so I swapped internet providers and am getting the same amount of downloads for half the price, with wireless connection and at faster speeds! Shop around people...there are better interenet packages available!

Approximate cost: $69.95 per month + $9.95 per month for security package

Connected with them due to last carrier problems. Things have been great and my internet never drops out with Bigpond

Approximate cost: $99

All good except we've been with them for 6 weeks on the T2 which is meant to be wireless. Only problem is they sent us two modems with a faulty wireless device. It works via ethernet, but not wireless.

It was a drama getting the 2nd modem sent after being told for weeks that the modem is on its way, when none was actually sent. We had to enlist the TIO to help get the ball rolling on another modem, which also turned ou to be faulty. The ball has slowed and Im waiting again.

Im now waiting for the third modem and hopefully that one works as it should.

Otherwise the speed is GREAT and the price isnt too bad. I had been paying $50pm for 2-4 of dial up speeds for 15 mths. Im just glad this doesnt drop out every hour like Ocean and Skymesh do.

Bigpond also TRIED to get us to call AND PAY for phone support via a 3rd party to fix their faulty modem, I didn't appreciate that.

Approximate cost: $99

How many times do u have to call someone to fix a problem... after spending hours on the phone to them, and after being without the net and telephone for 2 weeks, it finally got fixed... somehow my dad got a $100 voucher for his trouble to spend at a telstra store, and i never got anything... its about the customer always... take that into account Telstra!!!

The internet connection was very fast

Check availability in my area for ADSL from there website it confirms yes then i did registration they said yes im eligible to have the service made a oppintment day before they say sorry cannnot make it you have to find another service may be switch to cable broadband??? disappointed about the service???

My family has been using Telstra Bigpond for as long as I knew the internet didn't magically come from the computer. Though we definately don't get enough downloads a month (Iv'e been begging my dad to get unlimited downloads for months now), the internet is very fast and we've never had a problem with it. I've seen the bigpond bills though and even though I don't have a comparison, I would say it is pretty damn expensive.

i think that big pond is great they helped me set everything up over the phone after i lost my install disc and its not too expensive for a large family

I got nothing as the call center is overseas. i phoned with a problem but the accent of all the call center staff in too difficult to understand. if they do talk intelligibly they go fast when it comes to fixing the problem making it imposable to understand them. I asked politely to speak to someone who could speak English they put you on hold forever or hang up on you. This service has to be the worst i've ever experienced. The internet is good unless you have a problem, then do you have a big problem!

Approximate cost: $Depends on plan

I rarely have issues with my internet connection, and the price is quite reasonable considering the data I download per month. The one time I did have a major issue with a power line that had fallen and caused us to lose internet, Telstra actually came and visited our house and claimed the line did not belong to them - however we were not home and could not argue as we knew it was them because nothing else had been lost (pay TV, telephone, etc). So we had to call bigpond directly and explain the issue in detail - of course we were on hold for hours and spoke to someone from overseas, then they said they'd said someone out. All in all, we were stood up on about 5 different occasions and were without internet for 2 weeks which was just death. I could not believe how long it took them to sort out what ended up to be such a simple issue.

Definitely more expensive than a lot of other ISPs but we have been with Bigpond for 3 months - the connection is fast and service has been great everytime I have called to speak to someone. Better than I had anticipated.