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.