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Can do better!
The USB port in my phone melted, and trying to resolve this has been painful (to say the least). Customer service has been bad - their responses are one sentence, and don't explain things. Feel like they are being deliberately difficult.
Cannot activate SIM, poor customer service
Do NOT buy a telstra SIM. I have been trying to activate it for the last 3 weeks. Sometimes they tell me it'll be activated within the day, sometimes they give up on the conversation. EVERYDAY the process to reactivate the SIM restarts with a new person, same questions and gets NOWHERE again. Obviously, out of all these attempts, they have not been successful at all.
Disability Phone Replacement - Awful Service
I have been trying got get my 95 year old Aunts Disability Phone replaced. After countless phone calls and emails, most unanswered by Telstra. I have been told they WILL NOT process her application as the account is still in her deceased husbands name. Surely they could send her a working phone and we can take her to a store and get her details sorted after the quarantine restrictions have been eased.
She is isolated on her own and phone calls from family and friends are the only thing keeping her spirits up. Have some compassion Telstra, surely you can do better than this for the elderly members of our community.
Never use Telstra
We have been using Telstra for over 24 months and have had the worst technical for our business I have ever seen. Do not use Telstra. It’s simply a crap show.
A fantastic iPhone
I purchased the iPhone 11 from Amy-Lee at the Orion Telstra shop Springfield on the 6th April
Amy-Lee was so informative and extremely helpful from start to finish. I am going back to purchase a new iPhone for my husband and definitely requesting Amy-Lee to serve me
Failure to fix landline
I have been a Telstra customer for over 10 years. I have stuck with them as they have access to the widest coverage a feature that is crucial in my line of work. Every time I have moved address, Telstra has made the experience painful. They have made even better the simple process of returning a phone a 3 month ordeal.
I recently switched over to NBN - the set up was easy as I did not need to deal with any of their consultants. However this resulted in losing the Fixed phone line. I consulted their app, Telstra shop and performed all the reco...
Customer Service Never works
I did buy prepaid sim online by paying $40 to Telstra and I did try to transfer my existing number for 4 days they just couldn't do it, even I called my current provider confirmed all my information are correct (Double Checked) all my info that I was giving telstra was correct! After all these dramas I did ask for refund and I've been chasing for this refund for 5 days! 5 DAYS mate 5 Days! They didn't help me and some of these customer service guys told me that I did open the sim card packet so they cannot do refund! (as you can see below scree...n shots). Every time I ask for refund customer service ask me exactly the same questions and they stop answering me... I've never been mistreated like this before! I'm still looking for solution and I just cannot accept that they keep my money. They couldn't transfer me and they don't want to refund me back my $40...
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Don't do it
Rip off in every sense of the word. If I go over data it automatically tops you up with an extra GB and cost even though I don't want any more data. The reception isn't even any better I have found too, which is the major problem. As this was why I was willing to pay premium being with Telstra and yet I have been in areas where my partner who is with Vodafone has reception and I don't.... All in all a half rate company that is twice the cost of others. Would never ever go with them again. My 2 year plans up tomorrow thank god. Glad to be done with them. Now onto paying half the price with twice the amount of data with a company that has just as if not better reception than them anyway.
- Verified customer
Purchased a new Samsung S20 when upgrading our business plan, phone is delivered by 1 of their staff. I take out the phone only which means I have to tear the seal to get to the phone. I start the phone and commence setup questions, after the 3rd or 4th question the phone restarts by itself. This continues to happen approx 4 to 5 times and gets really hot. After 2 to 3 attempts to turn the phone off I managed to get it to power down. The next day I contact Telefirm and speak to [name removed] again and advised that the phone sent to me was faul...ty. I asked for a replacement as I haven't used the phone yet and everything else is still in the box. I don't want my money back, cancellation of the contract or anything else to compensate for the inconvenience. I just want a replacement. This is part of the response I get back: If we removed the phone serial number it will trigger a termination cost of $1900 on your account and we can’t waive since billing team is closed until further notice. I have been a loyal customer with Telstra for over 20yrs despite some issues in the last few years but I have stuck by them. The service I have received from [name removed] at Telefirm in Vic Park WA is appalling. He was quick to badmouth Telstra shops and how they seem to add costs to your bill but then does this to a loyal customer. Extremely dissatisfied and will never recommend these guys to anyone.
Excellent Service & Customer Service
Prepaid Services is a excellent pricing, if you are on a budget (student or a small business owner). No dropouts and connection lost. My Telstra App is very convient.
Even if you have montly exceed your data allowance you can use Telstra Air.
Good job Telstra, keep up the good work.
The crappiest company you will ever come across
I don't know how these people still operating and not getting a royal commissioner to investigate their corrupted service.
what should I list, there 3 hours waiting call centre, to the overseas call centre,....., shame on us if we keep such company operating in this country, its sign that we are going down and we are not stand up for right anymore, we accept rich to become richer, no complaint made!!
Poor customer. Don’t go for telestra unless there is no reception in that particular place. Customer service is a torture. Worst customer service in 33 years of my life. Shame on you telestra. Fk off
As a share holder I am deeply disgusted and ashamed of this company no customer service no care at all frustrated me
NBN dropping out decreased speed mobile cuts off promised seed booster free then taken away incorrect bills I have spent all day today trying to get through to billing
Had to call the telecommunications ombudsman to help out as they agree with one thing then they add extras to the bill one representative told me they took the bill money out but the bank reversed it there is no reversal on my Visa card if you don’t pay a bill on time they charge you extra frees
Telsta can I charge you for my time which is all day today m
I am ashamed I bought shares in this dreadful company
Wrong phone number
We sere going overseas for a year. Disconnect our internet but paid $10 per month to telstra to kerp our landline number and be connectd when we back. Now joined, internet working but given us a different phone number instead of what we paid for.
We called them several times and all said no worries as be fixed soon but i am worry as not fixed during las 15 days. Why they can not do it. If they want me to keep the forced new number then they have to pay me back what i have paid for unconnected phone number
No Internet - Hopeless Customer Service
We have had no internet for 5 weeks! Coincidentally when the nbn works were being done in the street my internet has stopped working. I have called multiple times and been told “we cannot take your call at this time” I finally got through 1st March and was told there must be a problem with my modem and there will be a modem sent out in 3-5 business days. It had now been 15 business days and still no modem. I called Monday 16th and was told to just wait until Friday to see if it comes, it’s Sunday and still nothing. This is ridiculous. The amount of money we have spent recharging our mobiles to have internet at home and we still have a bill from Telstra although we actually can’t use there service.
As we all know Telstra has the best reception among the Telcos, and offer great premium service, naturally for me, the best Telco, because reception and premium service is most important to me. Live in the inner suburbs of Sydney though, so I guess great reception is to be expected, have travelled around a little bit too and have not yet had any issues with reception. Had lots of issues with receiving SMS overseas and a bit of trouble with the auto-recharge, which was my fault and eventually got resolved. Despite me role playing being an irate **** customer during my interactions about that situation, for the most part the CSR's were able to maintain professionalism, and were still able to resolve the auto-recharge issue.
not a good service provider ! there customer service sucks
good reception with telstra but ringing telstra is painfull ! there automated talk into phone service sucks ! it totally drains the life out of you ! i would not recommend this company ! they really need to get there act together - heres an idea telstra allow customers to leave there number and you can ring them back !
Telstra is great catering for customer churn or selling new equipment & plans.
Their service though is appalling - I have been complaining about no internet/landline for past week - I spent 90 minutes in Telstra shop yesterday & found out the service in our district (postcode 2156) will not be restored before April. At no stage would Telstra notify customers about this - yet people are supposed to work from home because of coronavirus.
The only happy part was watching a Telstra staff member trying to call customer service for me - no you know what its like being a customer
Much better than other companies
I am very happy about the signal I get. I have 4 full bars with this while with others I had 2 at the same spot. The customer service was helpful as well.
Questions & Answers
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
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,
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.
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.
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