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Worst experience of all mobile carriers
The worst app of any mobile carrier, you can’t see how much data you’ve used and even telstra reps have to manually calculate every day of data usage to tell a customer how much data has been used.
The network is no better than the service providers they sell to.
I wish I’d found this page before giving them a try. Telstra is quite simply the worst mobile service provider in Australia, yet they charge a premium service fee.
- Verified customer
Frustrating Service, Disappointing Customer Service Provider To Resolve the Issues
I have replacement with lost Sim card. Its been 11 days and not working yet. Spoke to 8 different customer service representatives, everyone assured me that it will be ready by next 24 hours, which is being told from the last 11 days. All of them assured to call me back, but none of them actually did it. The simcard not working yet, until now still in transit. Visited the Telstra Shop 3 times, they said that they couldn't do anything as the process was in Transit. I want to walk out from Telstra for good, but they said I am in contract. Honestly I am in contract but, if the service is being provided, what about the service not there......
Terrible service with terrible problem solving skills.
Definitely not recommending any one.
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 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.
- 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.
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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