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Telstra Mobile

Telstra Mobile Questions & Answers

1.5 from 1,683 reviews

33 questions from our users

TomAtReview

TomAtReviewasked

Why does my Telstra mobile app just say "we've run into a problem"

1 answer
Nez
Nez

Because they don't know how to solve the proble. Not a good telco anymore

Sandra V

Sandra Vasked

When my partner lost his phone last night he grabbed the land line to find it yes that’s ok commonsense but then his phone was not far from where I was & it burst into his name , my name & one other number his & the other ok I or my name are not associated with that number I have my own personal phone and number is this correct both iPhone Sandy

No answers
Dave

Daveasked

Returned new phone to Telstra shop as it did not work properly, they could not fix it and said the problem with the phone must be with Telstra, Telstra said the problem must be with the phone, canceled plan and handed phone and sim back in at the Telstra shop, however Telstra then billed me for the full price of the phone and some other charges, rang them and explained to the Telstra representative what was going on, was told that even though the phone had been returned to the Telstra shop it had not been retuned to the Telstra Warehouse so therefore it had not been returned and the bill would stand until it was retuned, another bill arrived with more charges on it and another call was made to Telstra, this time the Telstra representative after a lengthy call said that the bill issue was resolved.
Apparently the way Telstra resolve a bill issue is to pass it onto a third party and destroy your credit score in the process.
This is a phone that was only days old at the time it was handed back, Telstra say that even though the paper work had been filled out, the plan cancelled and the phone handed back because the Telstra Shop is technically not Telstra the phone is not back with them until it arrives at the Telstra warehouse, so around the whole thing goes.
Where do you go with this, is this a scam, is this deliberate incompetence, is this laziness on the part of the Telstra Call centre representative or is it the Telstra company business model at its finest.
Hope someone knows how to resolve this,

3 answers
Gary
Gary

put a complaint it to the obsudsman they jump then

Dave
Dave

The Ombudsman I will try, but the whole thing has to be bordering on being fraud, Given Telstra is another so called private company that has a government body as the major share holder, chances of the ACCC looking at them are slim to none, the police would not be allowed the pursue a conviction even if the whole thing is proven to be a scam, we really do live in sad times when the the companys, banks, institutions & government departments that were held in high regard by the Australian population now see there customers or tax payer as a bunch of fools to be fleeced in any way possible no matter how low they have to stoop to do it.

Dave
Dave

Contacted the Ombudsman after giving Telstra one last chance to sort out the ongoing saga, they put me on hold when I asked to speak to a supervisor after getting the same line that it was up to me to make sure the Telstra Shop returned the phone to the Telstra warehouse, after waiting for 20 minutes on hold they hang up.
Ombudsman was very good and quickly had all the details of the interactions with Telstra up on the screen, came to the to the conclusion that there was no fault on my part and Telstra’s actions on the matter appalling.
Telstra rang and sent an email on Tuesday, a Christmas miracle had occurred the phone had been found at the Telstra Warehouse, it was all a terrible misunderstanding definitely all the fault of the Telstra Shop not Telstra, they now say I owe them nothing they will remove my bad Credit report make no further attempt to recover the money.
Telstra only stopped this when the Ombudsman told them to, how manny people just give in to the standover tactics and pay, a great scam if you can get away with it, Telstra obviously do get away with it and are unlikely to stop any time soon.

Chilbz90

Chilbz90asked

Hi guys. Im switching to Telstra on Xmas day as I'm getting a new phone. I just want to know what is the best prepaid plan? Also if someone can tell me what the prepaid plan options are? Their website only shows what gb of data you get and how many days to use it. Do they have plans like optus $2 a day? Is their plans unlimited calls and txt? Just want to know pre hand so all I got to to is just select what I want and be ready. Cheers. Please let me know cheers.

1 answer
Books H.
Books H.

Don't go with Telstra. They have been pilfering money from my prepaid Mastercard. The company is now run by foreigners and they are robbing Australian people blind. Run far away.

Gerry

Gerryasked

Is my sim with phone number and I was told that it is no longer on contract

2 answers
Midge
Midge

Read recently that Telstra dont have Contracts anymore .Not committed for months
may only apply to new. You may have to ask instore or online

a1095894
a1095894

Best to confirm it in writing Gerry . I bought a prepaid sim but was billed after I closed the account despite that in the store they told me I had nothing owing. The debt ended up in my credit report and whilst it is now reversed, it took me a long time to fix.

Athk

Athkasked

Comparing Telstra prepaid Max 30 vs aldi L $25, is Telstra worth the $5 difference... What do you guys think?

No answers
Wondering

Wonderingasked

Can I send and receive txt msg’s to Vietnam on a Telstra pre paid phone?

1 answer
ken
ken

belong, is better

PETER

PETERasked

Renew phone and plan with telstra, receive wrong phone. Who, what to do to get the right phone order?

2 answers
Michelle A
Michelle A

No idea, good luck with that if you are not near a Telstra shop

Athena
Athena

Rubbish company that stole your money. They didn't follow the correct law and policy and always overcharged. Their call centre staff didn't answer your call or stopped you from escalating your compliant. Watch out your direct debits when you signed up Direct debit with them. When I wanted to reset password for my accounts, I have tried their link many times but it didn't allow you to click on Submit. Finally, I had to waste a few hours time calling their technical support to help. Their virtual assistant is rubbish and it couldn't help too.

Allan

Allanasked

Please help me, im with Telestra and my friend going to overseas by Optus. If i send and receive sms from her, do i get a roaming fee???

No answers
Dav

Davasked

Can someone tell me what is the problem with Telstra network ?
My issue is customers calling me when I answer them they don’t hear anything but if I call them back it’s normal they can hear and I can
Please I need to fix this problem ASAP
When Telstra call me the can hear me normally
I changed SIM card
I changed two phones
I rest the network
Nothing works

1 answer
brian
brian

It depends if you're calling a mobile phone or landline phone for as of recently they've changed over from the copper network to a dangerous electronic modem powered system - which is putting multiple lives at risk through so many ways. I would first recommend trouble shooting by turning off your mobile phone then back on and if that doesn't work perhaps you could try a factory reset and see if that helps

Norman M

Norman Masked

Does Telstra cruise pre-paid have internet access?

1 answer
brian
brian

That telstra cruise is real piece of trash. Perhaps you should consider buying a better mobile phone - even the telstra tough 3 model t55 is better than the telstra cruise model mobile phone

Helen

Helenasked

I am looking for a new service, I am currently with Woolworths mobile and they reception in Kiama are is very poor, Is there anyone in this area using Telstras mobile service and how does it perform?
Thank you for any feedback!

1 answer
brian
brian

Telstra is extremely good on telstra next generation however, the data is a pee poor effort. I've been using generation 4 then upgraded my mobile phone device to 4gx and it's exceptional in every way - lightning fast - excellent - absolutely outstanding - I need say no more

BrownEyedBlues

BrownEyedBluesasked

im doing an assignment on Telstra and I was just wondering if they had promised anyone anything and they didn't come through with their promise? also any recommendations for the company would be great too!!

5 answers
Azturalia
Azturalia

Yes, unfortunately they did. I talked to their customer service representatives in the philipines multiple times and every time they told me the matter was settled and I would not receive any bills but they sent me yet another bill the next month for several months, so I gave up and now they're saying that they will take legal action which is really rediculous. I would NOT recommend Telstra to anyone, anyone at all. The most terrible service and the most expensive one I have ever received. I would nominate Telstra for world's worst internet provider.

Andrew
Andrew

Do not provide Telstra with your personal information. Keep right away from them. They will invent a bill and sell your personal details to Dun and Bradstreet Debt Collectors to extort it. It's a criminal racket. You will spend months on the telephone going crazy. I considered paying the $2200 but they said it could happen again.

Arun
Arun

TIO finding
‘Two turtle doves’ offer On a strict application of contract law, the ‘two turtle doves’ offer to which you refer is not an offer in the strict sense. It is an invitation to treat. To
take a different view would make that offer unworkable in a legal sense, for example, anyone could potentially accept that offer without limitations on age or financial capacity. The specific offer and acceptance is around the contract which you signed on 15 December 2017.

Hope this will help you understand Big Corporation dealing poor individual. If you want TIO decision and our complaint, send me an email at [email removed]

I am happy to assist you and how consumer law is avoided under "invitation to treat"
Arun

claireE

claireEasked

Having problems texting long distance response
"Short message transfer rejected". Any ideas?

1 answer
brian
brian

Have you tried turning off your mobile phone off for roughly a minute and then back on - if there's nothing wrong with the mobile phone then you might have to call telstra

Emma

Emmaasked

I have been with telstra for 5 years.
I have 20gb of data each month and I always you right up to the 20gb, some months I don't even use youtube or snapchat that often and I still use the same amount as I would when I use snapchat or youtube a fair bit. Some months I watch up to 3 episodes of TV series each month and have no worries about going over my data. Yesterday my phone app said I had used 15gb of my 20gb with 5 days retraining. I watched one TV show episode and it then said I had about 15.7% of my 20gb. Then later that day I was watching another episode and I got a message saying I had used 85% then 2 Mins later 100%. Another two minutes later I got a text saying that they added 1gb for $10, then I ended up getting 4 messages every 2 minutes to get the same thing. How is it possible to go through that much?? I haven't done anything different to any other month where I might decide to watch an episode or two.

5 answers
WALulu
WALulu

I am having the exact same problem. It has been going on for months! Although I don't have as much data as you, I don't watch tv episodes or stream music, and watch sooo very little YouTube. Telstra is just stripping all my data when I haven't looked at anything! I'm going to try Optus as from tomorrow.

tasheryrose
tasheryrose

you dont understand how often i get those text messages! its bloody ridiculous, i was told turning off your data on snapchat helps prevent it from happening and when you go to bed turn off your mobile data so it doesnt use up when your not using your phone. its bloody ridiculous im sick of it. i use my phone for 10 minutes and ive already used up all my data. like how the heck? Telstra is useless.

Angry
Angry

I had the same issue without even watching anything on my phone! This is how they make money, by ripping people off. I had wasted too much valuable time arguing with them over whose fault it is (since they always blame the customer). I closed my account, that was the only solution. I was also told a horror story whereby someone had accumulated $20k in these bogus telstra data charges and 2 years later they are still fighting it. Not worth it i say!!

jpappas

jpappasasked

Why do Telstra approve your postpaid service and without any response cancel your order and ruin your creditfile ? Anyone

1 answer
michael yarran
michael yarran

I dont kow,all i know is they they ruon peoples credit and they do this alot !!! It mocks peoples intellegence and people trying to establish a credit file ,that puts a black mark on their name !GOOD ON YOU TELSTRA GREAT CUSTOMER SERVICE!!! PATHETIC ISNT IT ??????

Robbo

Robboasked

I need to recharge my prepaid I have been trying for 2 days now using #100# and 125 8888 I tried doing it through my account this morning and eventually found out that services were down.
Why is nobody notified of this? This is a major inconvenience and it isn't even listed on your faults page???
When will this service be back on line? And will unrolled over credit be refunded?

1 answer
The Neos
The Neos

I had similar problem I only tried december 1 with the USB 3G dongle. I could not connect to see balance nor recharge. Apparently Telstra has changed the site m.telstra.com, to My.Telstra.com.au, which works fine for accounts. It's a shame that Telstra did not put any notification for the change.

Murray

Murrayasked

My $20.00 plan has just been changed a $30.00 plan. What benefits extra if any do I get with this new charge? Thank you.
Murray Hall

4 answers
Jeff S
Jeff S

Sorry Murray, I'm unfamiliar with the details you mention, nor do I involve myself with any policy or operational details relating to Telstra products any more.
Best of luck getting a straight answer from Telstra though. I should add that I'm rather gruntled with my new Boost service...so far anyway.

mavis99
mavis99

Are we talking prepaid? freedom plus? beyond talk? more information needs to be given. I'm unfamiliar with a $20.00, but if you're not prepared to pay the extra amount, switch to boost.

Althom
Althom

The simple answer is you'll get nothing useful. Telstra are not in the habit of rewarding loyal customers just interested in ripping them off.

Sam

Samasked

Which one is better tel and mobile provider in Australia?

10 answers
help
help

boost http://www.boost.com.au/rates.aspx?id=0#bnch0 try boost
try kogan https://www.koganmobile.com.au/?gclid=Cj0KEQjwqZKxBRDBkNmLt9DejNgBEiQAq8XWPnM-8jiGAw6iI18vbps0uSiO4XanVgYyPQ-dyReh90gaAil28P8HAQ
copy and paste link.

SAD
SAD

I reckon try vodaphone i was with them for years then switched to telstra my life is full of regrets since then

Sam
Sam

I thought Voda is improving

Telstra too expensive and too many customers to handle ?

Barko67

Barko67asked

Wondering if anyone else in the Northwest of Victoria is having trouble with their phone lines in the form of very noisy with static and affected internet service, (but do have intermittent small windows of normal service) only to be told by Telstra that they can't find any faults even when they come out in person after doing testing on the line in the field, as well as from an office over the phone. Had a visit twice from a technician already, but the problem still exists.

2 answers
Carl
Carl

yes have had a similar problem, the static will be corrosion on the old copper wire or an intermittent fault in a connection. Or it could be were the wires are hung on a fence instead of buried and are shorting out there. I have been without a landline for almost two weeks and live in an area with limited mobile coverage. Techs should be able to sort it for you but will be difficult if its scratchy and not totally dead. Keep trying.

Barko67
Barko67

I had third visit after ringing again when line was noisy and the technician said he found a small problem a few hundred meters away in one of their boxes and changed the line we were on. Then a week later they were out trenching and upgrading the whole line (that runs under the railway reserve out the front of our house) and underground box/connection. I was aware of the problem and that it needed upgrading as my 2 neighbours had experienced problems for at least a month before me and in one neighbours investigations she had been told about the needed upgrade. So power in numbers is what solved this. My advise would be to talk to neighbours and let the organisation know you are all aware of each others issues.

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