Telstra Mobile

Extremely disappointing experience with Telstra staff. The level of arrogance, misinformation and lack of accountability is unacceptable. When you visit the store, the staff are all smiles and reassurances. They confidently promise you that everything will be taken care of and tell you not to worry. But once you leave the store, those promises… Read more

apparently mean nothing. When it comes time to actually deliver what was promised, they deny having said it, shift responsibility, and leave the customer to deal with the consequences.

What is even more frustrating is the complete lack of accountability. Instead of acknowledging what was communicated by their own staff and trying to resolve the issue, you are made to feel as though you misunderstood the conversation.

Customers should not have to record every conversation just to protect themselves from being told later, “We never said that.”

If your staff cannot honour what they tell customers in-store, they should not be making those promises in the first place. Very poor customer service and an extremely frustrating experience. Telstra needs to take responsibility for what its staff communicate to customers instead of simply denying it afterwards.

Bottom line is get everything in writing from the Telstra store staff.

The most horrible network, continuously call drop outs and five minutes I loose the ability to call, complaint many times and they did nothing to resolve it, nothing to compensate me or won't even discharge the contract from any fees. Worst experience in 25 years using telecommunication providers. Even in past Telstra has always been the worst experience in mobile, internet and all services. They scam their customers.

I am gobsmacked at how bad the service is! So far I have been overcharged, then credited, then credit removed, given incorrect information and punished for it, and been given the run around of countless hours and emails just trying to get 1. A copy of my latest bill and 2. Confirmation of the process to cancel my account. I was in the process… Read more

of moving all my devices over to Telstra with the expectation of better service and thank gosh I’ve seen what they are like after transferring just one service. I will be cancelling it and going to Optus for everything. They have much better service and my mobile gets discounted for loyalty.

No idea why I didn’t just put all my services with them in the first place.

Don’t waste your time. Go with another company.

⭐☆☆☆☆ Absolutely Disgraceful Service Where do I begin? As Telstra's prices continue to skyrocket, the quality of its service continues to plummet. For a company that charges premium prices, the level of reliability is simply unacceptable. Network… Read more

coverage? Incredibly unreliable. I only use my home internet in the evenings, and even then the connection is appalling. Constant dropouts, painfully slow speeds, buffering, and an overall lack of stability make it incredibly frustrating to use. Ironically, this all became worse after Telstra claimed to have "upgraded" the network. Since then, the service has been at its absolute worst.

Last week was completely unacceptable. There were periods where I couldn't make phone calls, access the internet, or connect to essential online services. Yet despite widespread service failures, customers are still expected to pay the same inflated prices. There was no reduction in fees, no meaningful communication, and certainly no compensation for the disruption.

As someone who relies on the internet to complete work from home, this level of incompetence is simply unacceptable. Reliable internet is no longer a luxury—it's an essential service. Telstra is failing to deliver the very service customers are paying a premium for.

Data download speeds? Consistently poor and nowhere near what customers should expect from Australia's largest telecommunications provider. Pages take too long to load, video calls are unstable, and even routine online tasks become frustrating.

What's even more frustrating is the irony. Telstra warns customers that if payment isn't received by a certain date, services may be restricted—you may be unable to make calls, use data, access streaming services, or use products that rely on your connection. Yet this is exactly what many paying customers experience every single day, despite our accounts being paid on time. We suffer the very restrictions Telstra threatens for non-payment, except we're experiencing them while continuing to pay premium prices.

If Telstra expects customers to pay on time every month, then customers have every right to expect the reliable service they're paying for. At the moment, Telstra is holding customers to a higher standard than it holds itself. That's unacceptable.

For a company that promotes itself as having Australia's best network, the reality has been deeply disappointing. Premium prices should come with premium performance—not endless dropouts, unreliable connections, and constant frustration.

Lift your game, Telstra. Your customers deserve far better than this.

Telstra is appalling. Terrible. I would give Zero stars if possible. Their mobile network coverage is a shocker. They just put up their prices for their woeful mobile network. Customer service just makes silly excuses to cover up Telstra's failings.… Read more

Useless! Stay away from Telstra at all costs. I am cancelling my last remaining phone with Telstra. Good riddance!

I had an absolutely fantastic experience with Telstra customer support, thanks to a wonderful rep named Pepper. I was having some trouble with my phone and needed a payment extension due to a delay in my personal invoicing. Without a moment’s hesitation, Pepper took just three minutes on the phone, sorted everything out, and even went above and… Read more

beyond as a goodwill gesture—she waived my fee for the month! I didn’t even ask, and it was such a thoughtful, personalized touch. This is the kind of service that truly sets Telstra apart. I know the reviews can be pretty rough, but I just had to celebrate this win—Pepper was a superstar!

Connection is fine most of the time. Customer service also fine. However, Telstra doesn't enable me to know previous months data usage either by calling or providing that information on bills. Today I logged in and can not even access previous bills. That inhibits consumers from making informed decisions. Yet, Telstra knows how much to charge me… Read more

if I go over my plan and if required by law would have to produce previous bills. .... two phone calls later I've realised that the only way to know how much data I use on average is to track it on the last day of each month for a while. As the price is double or more what is available elsewhere, I'm going to change providers.

I express my thanks for a prompt repair of NBN fault at Phillip Island today. Really nice service people who fixed the fault, when they said they would. Most appreciative of service Show details

If it was possible to give a zero star, that seems more appropriate following my experience with Telstra. My mobile service, both calls, sms and internet, was down for close to a week without an end in sight to resolve the fault or restore my service. There was no reasonable attempt to reach out to me by their complaint handling team to keep me… Read more

updated on the situation or any progress. It was quite a traumatic experience because I felt completely isolated in terms of my ability to communicate with people. However, what I found most shocking when I contacted them to follow up on my lodged faulty service complaint was that they tried to call me- on a number without mobile service! I have transferred my number to another service provider. Good riddance!

Telstra leaked all my personal information online including date of birth and address, when I spoke to them they made it sound like it was somehow my fault and never even apologised.

Extremly poor customer service. I started my conversation in their website at 9.59 AM. then even at 10.20 AM after so many conversations, after privining all information multiple times, they couldnot find my details or account yet. Unfortunately, Telstra waste Ausees time and they think only Telstra service agents time is valuable and not… Read more

Australians. I wish PRoduct review also provide 0 rating so that i get to select. 0 stars. Company charge premium cost for poor services. One more fun: During the chat, they send otp then when you say cs person donot see that message. then after 10 min they come back and say . it expired and they will resend. then same story they will not take again. so it keep going.

I have been trying to cancel a home internet service for over a week as I'm not going to be able to use it in future, and telstra has not addressed my request on their chat service despite asking 4 times over to cancel the service. I've had to invest a few hours into reminding Telstra to cancel the service, and they did not action it, billing me… Read more

for another month for a service that I haven't used. I asked for a refund for charging me another month, and no refund has been given to date. I asked for a transcript to show accc all the rigmarole I've been through, and they only provided snuppets. I had expected better from Telstra, but they seem to be providing service as bad as the dodgiest of telcos. Be careful when Telstra sell you something as "no contract", it's not as easy to cancel as they would have you believe.

Never using Telstra again! Here's my experience: I ported to Telstra postpaid as their coverage map looked way better compared to Vodafone in my region. I had to go to a Telstra shop 2 hours away to verify my account and was stuck at the shop for 5 hours while they were trying to unlock my account with 3 different ID types. Felt like quitting… Read more

multiple times but I thought it would be worth the wait. NOPE, just wait.. I got my sim and done a speed test, 800mbps... Nice.. When I got home (don't have nbn) and done some simple tasks like watching YouTube. Struggled at 480P! Hotspot was basically useless and websites felt like I was trying to load from the 90s. I did some troubleshooting including changing dns settings on devices I was hotspotting which sort of worked but was still very unstable. Interestingly, speed tests still showed as 300-500mbps but Telstra is obviously capping speeds for streaming services and hotspot on their very overpriced postpaid plans.. Went to a no coverage area and SAT showed up and it did work for basic test so ill give them that. Regular coverage was atrocious in my region though and their coverage maps are completely lying even with the new coverage map rules and preformed worse then Vodafone on main highways and towns in my experience. I feel super bad for people that live in Telstra only areas that have no other choice :((( The next month after I got it, I ported out back to Felix which uses the Vodafone towers and can now stream at 1080p and 4K and hotspot normally again and thank goodness I did as Telstra had that nationwide mobile outage and I had service the whole time.. WORSE TELCO EVER LMAOOO

Can we write negative 10? We have the only option of testra with a dish to a tower. Service is so bad can't even connect a TV within 8 metres to the modem. Telling me to to do all the tests of resetting that did with every time talking to someone. What a waste of time and shut Service

I tried to activate a Telstra sim online for a few hours. It does not verify my ID as required for activation, this is despite checking all details, trying verification with drivers licence, medicare, and the bank verification route. Comes up with a screen saying verifying, can take up to 10 seconds then sits on the screen for minutes with no… Read more

results. I got onto chat and finally managed to chat to someone that made little sense and said peculiar things. I was told to go to the Telstra shop.. really? Is it this difficult to just activate a sim. Wasted money on 3 different sims and none of them will activate, absolute pain to no end.

Recent Telstra Outages! The resent Telstra outages have caused more than a bit of stress. Recently Telstra increased the price of my plan to improve services through upgrades. The result? The July 8th outage, it was not just July 8th, it lingered with poor coverage and intermittent service for days after. Late for work 2 days, loss of 3… Read more

hours of pay, unable to pay bills that caused default. All of this while under immense stress trying to get to work via Uber and transfer funds and make bill payments. Absolute nightmare! I signed in to my Telstra App to complain, but I do not know my account number, I signed into MY TELSTRA APP, wouldn't one think that I wouldn't need to then hunt down my account number considering I'm signed into MY TELSTRA APP? Tried calling but 22min wait, no callback option. The phone service company without the technology, or foresight to have a callback option I have wasted so much time and stress over this, so I'm putting my complaint here publicly as they're too frustrating to deal with at this time. Piss poor service. I appreciate the email appology, but I've wasted so much time and at a cost of $xxx to me personally. I feel like I went out to a nice steak house, ordered a $80 steak, and after two bites the waiter took the steak off of the table and said too bad buddy, times up? Oh, and the complementary bus ride we offer, we just changed the rules, you needed to order two steaks to get that offer. Have a nice walk home? Gobsmacked at this lacklustre service. You honestly need me to track down my account number when logged into my account and you require me to wait on the phone because the phone company Telstra doesn't have the technology of a call back option? Wow, just wow! Sick.of closing out every table on my mobile just to stream a movie, that buffers and drops quality throughout. Do better Telstra!

Too many outages causing nuisance to everyday activities and work for myself and my family even worse for others who need emergency assistance. Never any compensation given even thought it was ultimately most probably human error on their behalf. CFO working in circles everytime there's an outage. Paying for a service you aren't getting. A joke of a company no one's held accountable and they've failed the consumer.

Telstra entrapment. Warning. If your modem breaks and telstra replaces the faulty item, they lock customers in with a whole new 2 year contract or charge you another $200 if the modem is not returned to them. Eg, youre with telstra for 1.5 years, the modem is faulty, congrats you have now locked yourself in for another 2 years starting at the replacement date.

Absolutely the worst mobile network I've ever used. I'm paying $85 for just 180GB, which is already ridiculously expensive, and the service is terrible. They advertise high-speed data, but once that high-speed allowance is gone, the internet becomes practically unusable. It's so slow that sometimes even a simple message won't send. For the price… Read more

they charge, this level of service is unacceptable. There are much better and more affordable providers with far better performance. I definitely wouldn't recommend Telstra to anyone.

They sold my mobile number after being a customer for 10+ years. Now been locked out of my email because can’t access my confirmation code. They say they can’t help me. I’m not normally one who writes bad reviews but this whole situation has made my live really hard and the service was terrible. Show details

Dear telstra people viewing this, your service is butt to put it simply, you have spotty connections, poor customer service and you just pmo. you guys are scammers and you sell cheap chinese quality routers that barely work for an price you can buy car for. there is frequent drops in wifi and everything and you make false promises for everything. if you are a customer please dont torture yourself by buying a telstra plan of any sorts. Show details

More than two weeks ago I called Telstra to see if my payments were going to the right account. I had been paying every fortnight to the same account t for years. I then recieved an email from Telstra to say my account was behind. I was assured I was paying to the correct account. Today I recieved another email from telstra saying it has not recieved my payments. A months worth of payments gone missing now