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Telstra Mobile

Telstra Mobile

1.4 from 2,220 reviews · View Statistics

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Katie
KatieCentral Highlands and Goldfields, VIC
  • 2 reviews
  • Verified

Terrible service thats progressively worse!

published

2 years ago they switched my phones and lost my data. 5 days/8 reps, major stuffed around. Accepted tablet plan, rejected phone. 20 years of 2Xplans. Great credit rating. AVOID!

Value for Money
Customer Service
Alex L.
Alex L.South East Queensland, QLD

Used deception to move my plan to higher one and refused to cancel contract even though I never agreed to it

published

Telstra called me saying I "Had to" move over to the NBN but that it wasn't going to effect my plan or payments and everything would stay the same. Next minute, new plan and much higher bill. Asked numerous times for proof that I had agreed to this and they couldn't show me anything but refused to reduce my bills or revert me to my previous plan. Gave up after spending hours and hours on the phone to somebody on the other side of the world who couldn't give a rats about me, my internet or my finances. So strange there is such a disconnect between the adverts you see and the real service you receive . Funny thing is, they don't care about yours or my opinion's and are happy to break the law thinking they are above it. Go elsewhere!

Value for Money
Customer Service

Terrible customer service, Want to force a Disabled person to go to store to fix a Billing problem created by there App

published

Tried to change our plan via there APP as requested. Changed 1 phone and not the other, Now they are billing excess data charges, 7 hours on the phone in total over 2 days, transferred 6 times and the last person told me that we need a new sim card. Twice I was told that the only way they could help was for me to travel into a Telstra store. This would involve a 2 hour trip each way, in my current state that would not be feasible. Still no resolution.

Value for Money
Customer Service
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Balance
BalanceGreater Melbourne (Outer), VIC

if I could rate lower I would!!

published

Telstra is appalling!! who are these people, are they running a business??
0 customer service, 8 months of pain and it still isnt over, I have a complaints manager and connection manager and apparently my NBN connection is being fast tracked!! I would hate to see the service if it wasnt fast tracked.
Being a business this is wasting my time and the phone being cut off is a massive interruption to my business and detremental as clients think we have closed .
I cant express how frustrating this is, and no resolution in sight!
go with any other provider!!

Value for Money
Customer Service
J costello
J costelloMetropolitan Adelaide, SA
  • 11 reviews
  • 9 likes

Billing

published

Telstra now debits your bank acc no bill they send an invoice so new phone you must make payment to up front then monthly but no bill they just take from your acc you can’t pay with the cards you want to pay with even with acc they debit not like before everything in one bill now multiple invoices no warning you have to remember the day money comes out they took my money and sent invoice after the fact

Value for Money
Customer Service
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John L.
John L.
  • 2 reviews
  • 3 likes

Stay clear from this company

published

Such a great company, highly recommend these clowns, I cancelled my contract, return phone, they owe me $604.95, and they are still taking out the $104 monthly fee, bloody criminals

Value for Money
Customer Service
JENNIFER
JENNIFERSouth East Queensland, QLD
  • 2 reviews
  • 3 likes

Revolting company. Don’t Believe The Gold Member Hype!!!!!!

published

Gold member via prepaid- spent over $5000 in 2020 alone, going through extreme financial distress as of late- single mother, flood affected home, income reduced due to this, you ask Telstra for some help and compassion to help with data so I can work and homeschool, it’s like taking blood from a stone- spent 19 HOURS on chat one day just to receive 30GB, they acted like I was asking for their first born! No compassion or empathy for a very long term customer, well over 15 years of handing over hundreds of thousands of dollars and to be told to “go somewhere else” if I don’t want their business is appalling. Choose any company but this one! You’ve been warned!

Value for Money
Customer Service
wayne
wayneperth
  • 15 reviews
  • 16 likes

Terrible customer service

published

Had an NBN installation booked for this morning 0800 - 12 PM

Rang Telstra customer service at 1045 and was told they tech would be contacting me shortly.

Received a text at 1125 cancelling the appointment and rescheduled for 6 days later!

Rang Telstra customer services, spoke to someone called 'Addi' who was most unhelpful and rude, refused to escalate this and refused to put me through to his supervisor. He just wanted to blame 'the NBN company'. Understand this Addi, I pay Telstra not the NBN company, it is up to YOU to follow it up with them.

So a day booked off work for no reason, now I have to book another with possibly the same outcome.

This really isn't good enough.

Value for Money
Customer Service
Mel B.
Mel B.Metropolitan Adelaide, SA

The worst why is customer experience so terrible.

published

Needed a simple business to personal account change. Filled in the paper work two months ago didn't hear anything. Went back to the store filled in the change of ownership paper work again. Telstra called me to say the forms were to investigate whether I had an existing personal Telstra account and since I don't only the store can change it. There was a box on the form that asked me that. Did you really need a whole form to investigate?? The store knew that I didn't have an existing personal account so why the run around. Worst experience ever. So glad I won't be a Telstra customer after this. Going with circle telco instead. I encourage everyone to look elsewhere.

Value for Money
Customer Service
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Poor OVER RESOURCED WITH AI

published

testra with the AI when calling i super annoying my 18gb data consumed on a thin air when i call the help line the AI answers taking me in circles....can we please speak to an agent straight away when we call

Incentivised ReviewNo
Bert
BertIllawarra, NSW

Telstra Shop in Mittagong NSW

published

Last week I arranged to have my land line disconnected and my communication requirements changed to
Wireless Broadband.
Micheal at the Mittagong Telstra Shop arranged this for me in a very professional and pleasant manner. The transition from land line to Telstra Mobile Broadband works perfectly for me.

Its good to have a new Telstra Tower in our village of Bundanoon and a Telstra shop in Mittagong to help Telstra customers.

Thank You Telstra,

Bert.

Value for Money
Customer Service
Mingsho N.
Mingsho N.Greater Melbourne (Metropolitan), VIC

Worst customer service. Don't expect anything

published

- Worst customer service compared to Vodafone or optus
- After being unable to explain properly of a resolution regarding account transfer, they asked me to use the chat bot in their website.

Customer Service
Transparency
Kieran
KieranSydney, NSW
  • 2 reviews
  • 1 like

Telstra Change of Ownership

published
Customer Service
Transparency
Katie
KatieGreater Melbourne (Inner), VIC
  • 7 reviews
  • 9 likes

Telstra disconnection as billing stuck in the past

published

My sister's phone has just been disconnected, without warning, because Telstra cannot email her a bill and insist business bills must be sent by snail mail. It's 2021 and all our other utility bills and things of importance are sent to us by email. It is very ironic coming from a telecommunications company that they can't seem use their own system to send an SMS or email to customers if a bill is overdue! She's a doctor and needs the phone reconnected immediately.

Value for Money
Customer Service
Incentivised ReviewNo
CDM
CDM
  • 3 reviews
  • 3 likes

The worst customer service in the world.

published

The ONLY reason to be on Telstra is if you absolutely need the coverage as I do. Otherwise they should be avoided at all costs. Even if their plans were free they would still be too expensive given the absolutely appalling customer service. Unfortunately I have been a Telstra customer for about 20 years. I have tried other networks however sadly they just don't have the coverage I need. I cannot emphasise enough how absolutely pathetic and hopeless their customer service is. NOTHING ever gets resolved. Even the simplest of tasks like a plan change takes days of messaging and multiple phone calls and they still get it wrong.

Value for Money
Customer Service
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Page 1 of 148

Questions & Answers

Anonymous762
Anonymous762asked

These are my musings on Telstra: -

My recommendation to Telstra customers who have an issue with Telstra, is to complain straight to the ombudsmen about Telstra before you complain to the Telstra. ...

... Never pay them with credit card or debit card over the phone, (I had Telstra steal money from me this way, with a fee for no service to my landline/home phone), only via BPAY, or bank transfer, or for prepaid plan I'd recommend a manual recharge...

...I have had Telstra staff lie to recover the phone about their mobile phone plans a number of times...

...I found that I experienced much better customer service from Telstra, with fewer lies, with face to face contact in the Telstra shop...

... Many times Telstra has withheld information/or lied about their fees and plans from me, adding up to the loss of hundreds of dollars for me...

... I most certainly would not recommend Telstra for the internet...

...I wish that Telstra had better customer service...

...I wish that other Telco providers had as good as, or better phone reception than Telstra...

...It's worth noting that the post paid Telstra plans cost more than the Telstra prepaid plans...

... If you have to be with Telstra due to The poor phone reception in your area, scour their website for all their plans, and look on product review for advice on dealing with Telstra ...

...I have had mainly good experiences with Telstra.

1 answer
james
james

I have been to their Store and still been dealt with arrogance. I tried to make a complaint and they hung up on me. Fed up with them. I had a post paid plan in the past with them. They are not the same company they were. Glad to see the back of them

Jase gonebush
Jase gonebush asked

Does anyone have/know a phone number for Telstra that a Australian human answers the bloody phone and can help?

1 answer
Anonymous762
Anonymous762

My suggestion for dealing with Telstra, is to ring the Telco ombudsmen to complain, or go into a Telstra shop, if you have an issue with them.

Rew
Rewasked

Telstra!!! ANSWER THE PHONE!!!

No answers
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Details

CategoryMobile Phone Service Providers
Network UsedTelstra
International Roaming Offered Yes
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