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Telstra service to get my my mobile unlocked
Telstra should be ashamed of the way they conduct business, they admit they made a mistake but tell me to wait another 10 days they do not accept any responsibility.
I wanted to change my internet provider. The other company said we can't connect you to NBN. So I phoned Telstra they said only Telstra has the monopoly with NBN.
So if I want to change I have to go back to ADSL. Can they do this.?
Worst ever customer service and terrible service provider
I have no choice but to give this feedback to the worst ever service provider plus worst ever customer service who never keeps their word. I was a Telstra NBN user for 2.5 yrs and all of sudden one fine Telstra decides to label me as a FRAUD customer and disconnect my server for no reason at all. When asked Telstra refuses to give me an any valid reason. I am a person who works from home and is highly dependent on my Internet connectivity. When I called up Telstra the staff themselves dont know why my service was disconnected and started givin...g me various reason plus make me go up and down to the Telstra store to get my connection restored. At the end all attempts failed. Then after several (over 15) calls to their support centers I was finally able to talk to the Dept who had labelled me as a FRUAD (The Telstra store staff itself was suprised on how a fixed home brandband user could be labelled as such, if it was a mobile user it is understandable but a fixed line user there is no reason) and get them to untag me from the system which TELSTRA did on error. After all this hazzle and over a week and half without internet I was finally able to talk to 3 different sales people to get me a new connection and have me connected. Once I explained my issue and the sequence of events that happened ever since day there was a bit of sympathy and they tried to help me get connected but say we would do this and that. And yet the story was the same. Again after multiple follow ups I was able to get connected. Even after I got connected, what was promised to be in terms of service was yet not done. The last person who I spoke to said, I dont need to call Telstra back, we shall call you back once we have an update and it has being 3 days now.. lol.. Anyways I have lost faith in there service and customer care and dont expect it to be any better.
I lost all prepaid credit in 5 days, had $30 max plan, free calls, sms,didnt use any data, went to Carindale shop, very rude team member, didn't care, didnt help me, when he was deleting some numbers said the F word... Why telstra employee team members which doesn't do their job, are arrogant. Many customers complain on Telstra services in their shops. Why telstra management is overlooking complains and doesnt to fix it??!!Why they dont hire genuie team members which know product and have great customer service ??!!
Branches all calls are now diverted to a call centre in Brisbane
They may have the best coverage in Australia but their actual practices are very questionable. I made an appointment to go into the T Store to talk about my mobile upgrade and now all the calls get diverted to a Brisbane call centre. I leave a message and the store doesn't call back. I try again and again no call back. The call centre staff no nothing about the products or pricing. ( You think T would at least train them in basic product knowledge and pricing ). If I send a message on Facebook they take 2 -3 days to respond. So rather going t...o the store I will call the call centre OS of course and make sure all the notes are recorded when speaking to someone in sales. I hope the branches close as there is always a long wait when visiting the any store. They need to bring all the call centres back to Australia. CEO starting giving back some decent cust service
Appalling Sales Customer Service
I am an existing Telstra customer and have 2 mobile services with them. Recently I ordered another mobile bundled service through Telstra customer service. After a few days when i have not received the mobile, I rang sales dept during my tea break to enquire. The Telstra sales person said the previous customer service did not process it properly and that he will process it again. He started to tell me about their NBN offers which i politely declined. I patiently bear with his sales pitch and telling me how much i needed to pay for all my servic...es with them. When he started to read me the terms and conditions and credit checks etc..which i had already gone through with their customer service when i first placed my order, I became impatient and told him i had already gone through that. He said he has to read everything to me or else he cannot put through the order. I only rang to find out about delivery, instead this sales person wasted more than 15 minutes of my time with selling and telling me about my current account which i already knew. It was my tea break and did not have time to go through the same thing with this sales person so i told him I did not have time for this and told him to listen to the recordings of my previous call which he said he couldn't do that. So i told him to forget it, which he happily agreed. Telstra sales has the worst communication skills ever!
Terrible, the next Holden
By far the most expensive in terms of contracts and plans. Terrible customer service, nothing ever seems to work. Telstra is just too comfortable, time is ticking for them! If they don't improve they will go the way of Holden.
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.
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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