Reviewer Photos & Videos
Terrible NBN service .Waste of time
Customer of Telstra for 48 years .Signed up for NBN .After 3 weeks no NBN .Complain to Telstra no response just accuses . Lodge complaint with Telecommunication Industry Ombudsmen Telstra have assingned Case manager same accuses.No answers to my complaint. Do your self a favour avoid Telstra a all cost waste of time.
30% increase in Plan cost in 6 months
We've just been hit with another rise in cost of our Plan. The second increase in 6 months for a total of a 30% increase since last August.
When inflation is running at less than 2% this is just criminal profiteering.
- Verified customer
I bought a pre paid plan that goes for a year early in Feb 2020. The new Sim card (porting over from Optus) was supposed to arrive in 2 days but here I am 16 days later and still no sim card. When I rang telstra's call centre I got someone who could hardly speak english who told me I needed to go and buy a $2 sim from a Telstra shop and then activate the Sim on line. This if course is complete rubbish and I just have to wait until they get their act together. What a hopeless organisation..........
I swear some customer reps are so dame rude and so lazy. I was on the phone with a lady (Indian accent) trying to explain to her that I have been charged for the days that my NBN was no active. Then she continued to say that I still had to pay that amount bla bla bla, and what made her very unprofessional is that she put me on loud speaker for everyone to hear, which I didn’t care. She was soooo dame lazy to do her job and kept putting me on hold.
6 times that she kept saying she will pull my file up (6 dame times) like is that even necessary.
Don't waste your time *ZERO STAR*
Telstra is not reliable at all. We experienced multiple dropouts in the span of 3 months of a new connection. Today we spend 2 hours on the phone insisting that all our plans to be cancelled as they have made an awful mistake that they will not own up to. We recently moved to a new apartment and instead of disconnecting the old apartment they disconnected our current apartment 3 months after we have been connected. After an hour of being on the phone with clearly an outsourced call centre, all they can say after we have pointed our their own fa...ult was "Thank you for your patience, I'm sorry this is not my department". Generic script after script after script. There were over 10s silences simply because they didn't even know how to own up to their mistakes. We were transferred to another rep who sounded like he was based in Australia. There were no notes or prep to this rep. We had to explain our 1 hour conversation all over again to this man. He, (THE ONLY HELPFUL REP WE HAVE EVER MET) a Telstra rep agrees that our frustration was unnecessary and it was an awful mistake. Instead of convincing us to stay he helped us disconnect everything and waive our disconnection fees. It really says something when your own employees are embarrassed by our experience. Instead of creating new brands like BELONG to cover up the horrible reputation, invest in your customer service and operations. Get your act together.
Useless. Put a default under my name and refused to remove it even though they have admitted it was there mistake. Useless idiots.. :) that’s saying it nicely.. don’t do Telstra
They avoid refunding
Had a poor service from day one.then customer service demanded money to unlock my handset, even though it's not a telstra handset..I already bought my own...and today, a month later, customer service are still demanding money.which is fraud.
- Verified customer
Telstra are completely unable to port over existing numbers
Porting over an existing number should be easy right? I've done the same through TPG, optus, vodafone with no issues. I bought a tesltra $300 pre-paid sim and activated it online 05/02/20, was told it would take 4-24 hours. I checked the next day 24hrs later and it had not worked. I then spent the next 4 days with multiple calls per day attempting to port over my old optus number. I was given conflicting information and eventually told it I would need to buy ANOTHER telstra sim for them to port my old optus number and then transfer my new telst...ra plan. Issues; 1. Not one of the 6 customer service representatives called me back like they said they would 2. One telstra rep told me the problem was optus, so I called optus who said there are no problems with my number and I could port it at any time 3. Another telstra rep told me that I would first have to activate my new telstra number, then call telstra to have the old optus number ported. 4. Upon following the above, another telstra rep told me that was the wrong thing to do, and now I would need to buy ANOTHER telstra sim since the activated sim could not have a new number ported. He suggested I buy a $2 telstra sim, call telstra back and they would port my old optus number and newly activated plan onto the 2nd new sim. It's like I have nothing better to do with my time except buy telstra sims and call telstra. 5. In the end I asked for a refund on my telstra sim and I'm just going to stick with optus instead, took me 1 minute to reactivate my optus sim with their app. Telstra reps, this is the most frustrating experience I've ever had with any type of service product. It has completely turned me off using any type of telstra product forever. Others please heed this warning.
While the operators I've dealt with (quite a few) have all been quite helpful, the information they have provided has repeatedly conflicted. Surely a company which describes itself as "Australia's leading telecommunications and information services company" should be able to communicate accurately?
Expensive, Has reception but no data come in, Shocking
Just switch from Optus to Telstra for 1 year plan. In Chatswood, next to the train station, no data !!! Although it should 4g is enabled.
Under Top ryde shopping B1, all other telco company got reception but Telstra
They take too much money for their plan, 1 minute for overseas calling charged at $17, it's 2020! Be realistic and work on the reception and services, not thinking of ways to robbing your customer.
Suggestion: stay away from this Telstra, as soon as I am out the the contract, for sure will move on to some modern telcos.
Torturous to deal with. Recent example is they applied my two separate payments to the one bill putting one in credit and making one overdue. Harassing calls all day long at work about it and here I’m thinking it’s a scam as my bills have been paid on time. Spend an hour and a half on phone to be told conflicting stories that they haven’t received any payment for months and then they flipped again and said they had when i argued the payment appeared on current bill in the form of a credit.
How are these people still in business??? I guess they ...
Took my $ and No Service Provided
Tried to sign up for prepaid service online. Did the whole 5 steps including ID verification and right after I have paid, the website say it has some difficulty and cannot activate my SIM. I check my credit card and it shows that I have been charged. So contacted their online web support for help, but the Telstra person also failed to activate my SIM. Then, I asked for my refund, and again the support failed at doing that saying that they are not authorised to do so. Three fails in a row... Now I have to waste more of my time to try to sort the activation out at one of their store. Telstra suppose to be the leader of the communication industry in Oz, but I guess that's changing. Very poor customer service.
Worst Customer Service
Went to Telstra in Bayside Frankston, Reason for going to store was because Mobile was unable to text, so could not send or receive SMS, MSM. Was told November 2019 mobile was to old and needed to be updated. New mobile was bought and new sim card put in phone. Still could not send or receive text. So back to Telstra store only to be told that in order for them to fix the problem, I would need subscribe to their platinum service, costing $10.00 per month on top of my mobile plan. So i asked to see a technician, or could they call their Tech dep...artment to help solve my problem. I was told that if i wanted to speak to their tech person in store, i would need to pay $15.00 and book a time. I was disgusted and told them so. I left Frankston store and called the Karingal Hub Telstra Store, I spoke to a lady called [name removed] and we went up to the Karingal Hub Store. I cannot thank [name removed] enough, she took over an hour to resolve my issue (which was a problem with the actual service from my mobile plan, I could not have fixed it from the customer end; it needed technical support). From my experience this shop only cares about the money, they have no interest in providing ongoing service to their customers. I will never walk back through this store's door, nor would i ever get any service from them. Please go the the Karingal Hub Store if you are a Telstra customer i could not fault this store in any way and highly recommend them.
Refused a refund
Telstra have refused to refund me after supplying me with a bad service..and even refuse to add lost days of coverage to my account. Most customer care personnel give me wrong advice. Hang up on me and refuse to let me speak with my case manager that handles my TIO dispute..overall, I will leave telstra and try a home line with a different provider...time to give up on mobile service providers.
Internal Telstra Communications and Lack of Service
Signed a Contract for Tablet and a seperate data plan.
Received the first account and found that I had been overcharged for tablet.
Spent 30+ minutes on telephone, most of this time waiting to be answered or hanging on while person investigated, then I was told that I had to go to a Telstra Shop with copy of the contract and copy of the account in order to resolve the issue!
While it may only be a small inconvenience - a litre of fuel and probably an hour of my time - surely Telstra, who steer you towards communicating by telephone, could have resolved this on the spot!
(A copy of the contract and all its details was emailed to me over a month ago so it must be available electronically,
Horrible customer service. They never call you back. Never go with Telstra.
Horrible customer service. They never call you back. Never go with Telstra. They lie on phone while selling the plans. I have written proof, I have verbal recordings to support this. They have the worst customer service also.
Telstra Billings Department are LIARS
****Zero Star Rating****
incorrectly billed when we went on holidays when the phone was switched off in Sept/October. Disputed it and then ombudsman got involved & was told that they will apply full credit and they’re really sorry for the inconvenience caused. (Only partial credit was initially given). This wasn’t done, disputed again on 10th January and was told the remaining credit will be applied on next billing cycle.
This time round I got it all in writing as I posted the issue on their Facebook page and a consultant wrote down all the no...
Hidden costs, sales assistants don’t reveal hidden charges properly and they obviously don’t care about they aftermath of the account. Manager told me I didn’t have a three day cooling off period and that’s when I got peeved. Called telecommunication ombudsman and was sorted.
But, as soon as my contract finishes in June, I’m outta there....Telstra are over priced, rude, pushy and down right demanding with their issues, avoid at all costs.
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Questions & Answers
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.
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.
Is my sim with phone number and I was told that it is no longer on contract
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
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