Jenn

An absolute CIRCUS if you need Customer Service Support – We had NBN running at our place for about 1 week and then the signal became weak and we had to call Telstra. After 1 hour of them trying to even understand 'who is on the call'…

and 'what is the account', etc...they finally figured out who/address was on the phone. Then, 30 mins more of transfers to just try to get help on a weak signal. Then, they scheduled someone to call back who did, next day, and had to go through ridiculous account info and transfers...again. Then, they booked appt for next day than called to cancel later that day, saying it would be 2 weeks. So, we get back on the phone - another 90 mins of transfers, etc...and by now ready to cancel. At the end, we were assigned a 'complaints manager' who didn't follow up when promised, but at least it was fixed after 5 business days of the original promise date. If we had to do it again, we would NOT use Telstra NBN just because of our FEAR that we would actually need help from humans!

Resolution for issues is ATROCIOUS! – We have NBN and only have had for about 1 week. We had issues with internet speed and it took more than 1 hour to even get them to find the account, understand what the issue was…

and they transferred me over and over again. Finally, they made an appointment to come to the property 'next day' than called later that evening and said they couldn't make it and tried to change to 48-72 hours later. We demanded they come to the house as promised and they said 'sorry, we can't'. Then I said 'I don't want to stay with Telstra and to cancel' and they said 'okay but you'll have pay a fee to cancel'. Now I am having to reschedule and wait more than 3 days for them to come out here. I wish I never went with this company and highly recommend you find another vendor! They are absolutely terrible. Terrible reporting, infrastructure, etc...