Telstra 5G Home Internet
Verified89 reviews
I wanted to cancel my expensive Telstra account. They have provided a disappointing service especially if for one month you exceed the allowance. Then if you cancel your account and they have already invoiced you for the month they do not refund the money. They charge you anyway and say ah well.. your problem and our money. They escalate your complaint to the same person on the phone. 136818631 complaint number
I'm in the southeastern suburbs of Melbourne. I might as well be in a third-world country. The only consistency we have with Telsta internet is continual dropouts. It is a shocking service, and we're going to try Starlink, knowing it can't possibly be worse. If you don't have it, don't get it.
If I could leave 0 stars I would. What a truly crap service provided by this company. They more or less have the monopoly on home internet service in Australia. Try finding the 'report a fault' option in their website or app. Good luck to that, but there are plenty of options to give feedback or purchase more of their crap services. This… Read more
pathetic company took two weeks to order me a new router which was diagnosed on four different job numbers. This company should be taken over by an overseas company because Australian management of this organisation is woeful.
How they have the cheek to remind me to pay for their crap service is beyond me. If I could find another option, then I would be kicking these clowns out.
Reviews with attachments
I have done the internet service check because Netflix was lagging when I check the outcome was excellent not true of course Show details
No REAL people to talk to. Just a bot who knows nothing . Why did I switch? Telstra is much more expensive for much less real customer service, constantly switching my modem off during day and night and I'm always watching streaming services. Consistently low downloads and upload. They say 300mbps u/l and 40mbps d/l. REALLY?¿???? I would… Read more
love to see that. Here's today's attached. As well, I can't open weather on BOM and my bank account. Extremely frustrating Telstra .
This is a very UNRELIABLE service. The internet disconnects on a regular basis. The only solution to it is to unplug the modem and reconnect the power to reconnect the internet. I DO NOT recommend Telstra 5G Home internet.
Frustrated with the lack of progress in internet access. I did a speed test on my phone to see if there was anything wrong with the reception but it was the internet. If there’s a score Telstra deserves it. Show details
Was looking at trying out Telstra's 5G home internet and so far it's really good. I am around 1km from the nearest tower in a low density area with the house being on slope with direct line of sight of the tower from the living room window. Speeds vary but I get between 330 - 530 download and 50 - 75 upload, ping with ethernet cable is around 19… Read more
and ping on wifi anywhere from 20 to 40. Their new WIFI7 modem is great and very reliable. For $85 a month with 1T data it's a decent alternative to NBN.
Latest follow-ups
They have to lift download limit – Ordered 5g on Sunday and paid. It was showing address is all good. Monday telstra website got updated my address is no longer eligible for 5G. I’ve already be cancelled current internet. So once I got the modem started to use it. Speed is good so… Read more
no complaint. But I think telstra is the only company that has download limit in 2024. I thought 1 TB is enough but I was wrong. I need to cancel and get NBN without download limit
Follow-up · I have used I’ve 1 tb in 20 days No extra cost it’s just slow
We were with Belong (owned by Telstra). It was a good service. As its internet allowance dropped and price went up we went to Telstra. Telstra wireless 5 G is quite hopeless. I need to constantly turn it on and off on devices to get it to connect. Laggy at any time.. It's just gone up $10 a month. Very disappointed.
Follow-up · The issues with Telstra remain.. Resets dont not help. 5g shows available but can only connect to 2.4g. The modem is not particularly good. We have mobile phone towers close to our home so coverage is strong.
My mother moved to a NEW unit custom built for her, in July 2024. For some reason, the bloke that did all the wiring set it up for old style copper phone lines. A power point and RJ45 socket all set up ready for the modem up on top of the linen… Read more
cupboard, all hard wired through the walls 2 rooms away. Great. Too bad Telstra won't do a FTTN connection for her, even though the "pit" is only 6 metres away, and there are existing houses in the court that already have FTTN connections, so there IS a node already. Then to make matters worse, the builder arranged for NBN Co. to come and connect her. This sh!tty silver renault van arrived with three turbanned gentlemen in HI-VIS who proceeded to run a FIBRE connection to the side of the unit from that pit, removing the small grey box the sparky installed and substituting a new larger grey fibre connection box. Then he came to the door and proudly announced that "We have connected your internet" and left. Quickly. So, I had a look at what they'd done. Nicely rolled up fibre cable in the box next to the nicely rolled up 4 core phone cable coming from the unit....Well, THAT'S not going to work, is it? So, options were - drill a hole through the wall and have an ugly great NBN Co. box, shelf for the modem and extension cord to nearest power point on full display in the corner of her lounge room, PLUS pay the $300 "new connection" fee to NBN Co, and whatever $ the internet plan was going to cost, OR, go for Telstra 5G home internet, with MU5120 5G Hot spot / modem. This is where we are at now. And, for a year and a half, all was well, until 1 month ago, all of a sudden, NO usable 5G. It "connects" to the tower, shows 3 bars of signal on Telstra 5G, but it won't show usage information, and you cannot do anything internet wise. IF you manually LOCK the modem to the 4G network, all works like it should, but that's NOT the point, She's paying for 5G access, and she should be able to still bl00dy well get it. Telstra have been totally inept (or - is it malicious?) in diagnosing the issue and suggesting a solution. So far, I have spent a total of 6 hours on chat spaced over 4 separate weekends and a couple of weekdays, I have SO many case numbers, My wife and I have driven over 200 kilometers to and from my mother's unit on multiple occasions to be THERE to do the agent's required tests on the modem in her local 5G area, I've had to make an appointment and take it to the nearest Telstra shop to have the SIM changed to test if THAT was the issue - nope. Suspiciously, Telstra did "maintenance and upgrades" on the towers in Mum's area at the same exact time that the fault occurred, but even after supposedly being elevated to a "level three" case agent who had to wait to find out the results of a "network signal investigation" in Mum's home town, they supposedly found NO FAULTS. Funny thing is, I took the modem with me to test it in other locations (works fine EVERYWHERE except her town, even beside the local tower - tons of signal, but NO 5G access, hmmm....), Telstra are STILL claiming that there are NO problems with the 5G network in Mum's area......We've now reached the "return the modem stage" for repair OR replacement, I have to wait for an e-mail advising when, how, and with who. I wonder what's going to happen IF the replacement doesn't work either?.........
Follow-up · What an absolute circus. Even after having an appointment made by Telstra themselves for me to return the modem at the Devonport (Tas) store, it still took me over an hour of explaining why I was there to get them to take it. So, FINALLY it got sent away for "repair" even though as far as I was concerned, it was not faulty. And - at the same time… Read more
Recent reviews
This has got to be one of if not the worst freaking internet providers going, been with them for a few years and have finally changed to starlink and screw me telstra is ridiculously unreliable always cuts out and they charge high rates for shit wifi speed, if you want get scammed out of your hard earned dollars definitely get Telstra!!
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The signal fluctuates unpredictably. it can go slowly any time during the day. I first signed to this package for 1 week and swapped to FTTN broadband, the second plan was horrible and a lot worse. I brought it back to the Telstra local store and was advised the 5G wireless better. So I went back to the first one with the persuade of the… Read more
salesperson. I now have had enough and going to IINET in 10 days. it is the worse internet provider i have ever had. I would have thought Telsra is the best. but the internet is not up to its name, in my case.
For those who have 5G and is working well be aware that if at any stage you have issues with it, you could end up having to revert back to NBN. Our issues with 5G began in January 2026 and continued till end of April when we were asked, by the 5G… Read more
Telstra team, to revert back to NBN as Telstra could not fix the problem. During week days our downloads between 9am to say 5pm was non existent. But in the evenings and the weekends the WiFi worked well. It was very frustrating and the number of calls and emails, not to mention recording download speeds, to Telstra were insurmountable but to no avail. Our issues with 5G were given numerous case numbers and escalated to different areas of expertise but each proposed solution either worked momentarily or not at all. To their credit, Telstra’s staff I dealt with genuinely tried to help me and refunded me my subscriptions for two or three months. My issue with Telstra, however, is that through no fault of ours we were being forced to revert back to NBN as Telstra could not fix our problem. A modem was sent to me to connect to NBN. As our NBN box was located in the garage, the help team from NBN suggested that the only way I could connect to NBN was to place the modem next to the NBN box in our lockup garage. Yes it worked in the garage but only in certain areas of the house. My wife could not access the WiFi as her bedroom was on the other end of the garage. The alternative was to get wiring done, at our expense, to enable the modem to be placed in the house. I engaged the services of Brisbane Geeks to see if they could offer an alternative solution which they did and we have the modem in the house and we can connect to the WiFi anywhere around the house. It cost me $205 to fix a problem which I did not create. I incurred it because Telstra was unable to fix my 5G issues. I have asked Telstra to refund me the $205 but to date I have heard nothing from them. For those who are thinking getting 5G think twice as I am told NBN is more secure.
Follow-up · Consistent download speeds were terrible, sometimes non existent, during weekdays between 9am and 3-4pm. Good in the evenings and weekends. The support was excellent. The teams involved in Telstra genuinely tried to resolve the issue to no avail. They were always in touch with me. Only criticism is that there may have bee too many personnel… Read more
Constant dropouts Tried calling but the person seemed like they had zero experience and just wanted to go a really long way and waste more time after I’ve been on hold for 25 minutes also very hard to understand their accent
We switched from DODO and Telstra was comparably worse. Intermittent wi-fi, drop outs and low wi-fi speeds. Complained on a regular basis and they said "nothing is wrong on our end" and closed the issue. This happened dozens of times over the 6 months. I could use my home printer with DODO but when we switched to Telstra the printer no longer… Read more
worked no matter what I did to re-connect it. Switched to Superloop and the printer worked immediately with no issues and the wi-fi is consistent with no drop-outs and constantly 4-5 bars of service. In addition, we bought a robo-vacuum and the Telstra wi-fi wouldn't allow it to connect. I called Telstra for support and they had no idea how to resolve it and offered no solutions. I used chatGPT and was told how to rectify it straight away. For a premium service they should hire staff with a clue.
Unreliable, expensive for what it is, no other option really, probably good if you have 1 device and dont use it much ! The unit complex i live in does not have NBN cabling so home internet only option. You can complain all you want Telstra dont care Its slow unreliable. Show details
What a truly cr#p service provided by this company. I pay monthly on time and they're happy to chase payment. As soon as you have an issue they're the hardest to get hold of. Online chat resulted in wasting 2 hours going through the same checks on two separate occasions with appointments made for a tech and both were cancelled. Everything points to infrastructure problem. Show details
Had this for about 3 months and found it to be unsuitable. After about 3.5 weeks we ran out of data as it's got a 1TB per month data limit. Telstra say that most households only use half of this, I have no clue where it was all going. Once you run out of data, you can't top up, the internet just goes really slow. Very fustrating for the few… Read more
days where we are waiting for the new month to tick over.
Then I started getting a text message from Telstra to say "We've detected that you've taken your 5G Home Modem outside of your home area. You won't be able to acheive 5G speeds until you return" and then the internet would stop - but I HAD NOT moved the modem, when I asked Telstra about this they were clueless and the only solution they could give was to reset the modem. I kept getting this message about once a week at random times, again, the modem hadn't been moved.
You just want stuff to work, I don't want to be resetting a modem every few days. I've cancelled the plan and returned the modem.
Cancelled my Telstra 5G Home Internet and they cut the service immediately, even though I’d already paid for the entire month. I understand the policy, but it’s an absolute foolish policy. What made it worse was the back-and-forth with support. I was repeatedly told they’d need to restart the service, then I’d have to cancel again, get another… Read more
invoice, and then they’d refund me. Why on earth should I have to jump through that many hoops just to use something I’ve already paid for?
You also can’t cancel in advance. There’s no option for “disconnect at end of billing period” like an organised adult might reasonably expect. Cancel at the wrong time and you’re just paying for internet you’re not allowed to use.
Yes, it’s in the terms. That doesn’t make it reasonable or customer-friendly. It’s a billing system designed around what suits Telstra, not customers.
Do better.
Absolute rubbish. I installed it three months ago and have had nothing but trouble with the system going down constantly. Last week it was down for five days while Icwas away, it was back up for one day and now it is down again. My home security… Read more
system is linked to it as are all my smart home accessories. I have wasted hours and hours with “Support” rebooting the modem, checking cables etc etc and nothing works. My advice is DO NOT use Telstra 5G Wireless Internet, it’s awful.
Follow-up · I cancelled the Telstra 5G a month ago and went back to my original provider AussieBB. I have lost the speed I was getting with 5G but security and smart hone devices now work perfectly without a single dropout. That’s more important to me and it’s not AussieBB’s fault that Australia’s NBN is so pathetic. The transition to ABB was seamless and done within an hour or two.
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Waste of time. Had it for a week now and keeps going down. When it does work it hardly has speed. Bizarrely Telstra are incapable of fixing nor can they tell me what is wrong. Quickest Telstra to leave Telstra !!! Show details
i have not been able to work efficiently today due to the slow 5G network home internet - upload speed is 184 and download is 3.7 no wonder this country has a productivity problem when will the country have a fast and reliable internet system
Very, very poor service and customer service. Outages without warning. Utterly complacent. I recently experienced a Telstra NBN outage with no warning. At the time of the outage, midday, I was in the middle of having Windows 11 remotely downloaded by a Microsoft rep. I rang and messaged Telstra to find out if the outage could be fixed hoping to… Read more
get it done before the download froze on my screen. I could not get through to anyone. Over the course of the next ten hours I tried repeatedly to contact a Telstra rep and left numerous messages, Eventually at 10pm someone got back to me. He spoke to me in a tone of voice I would call mocking. By then it was way too late. The download had frozen on my computer and I had to take it to be repaired at a cost of $350. Telstra could not care less. They have recently improved download speeds for customers on higher speeds but ignored those on lower speeds mostly the elderly.
Telstra is probably the best 5G home internet provider in Australia. I’ve tried Vodafone, a few other 5G services, and just about every type of NBN or landline connection out there—but nothing comes close to Telstra’s speed. With their new 5G home internet, I regularly hit off-peak download speeds of 550Mbps, sometimes even 600Mbps. And that’s in… Read more
a busy commercial area of Sydney.
I just hope Telstra keeps investing in this kind of infrastructure. Australia’s geography and relatively small population make it one of the toughest places to deliver high-speed internet, so what they’ve achieved is genuinely impressive.
And let’s be real—if you’re not happy with Telstra’s customer service, you’re probably not going to be satisfied with anyone else either. In my experience, they’re one of the best in the business when it comes to support.
Want an example? I once contacted TPG about home internet disconnection issue. Their online chat took an average of three minutes to respond to each of my questions. Then, mid-conversation, the support agent literally left to have dinner. I’m not kidding—it took over an hour to get halfway through the chat, and she never came back. Classic. And with many other ISPs, I couldn’t even figure out where to go just to get a chance to chat with a real person — MyRepublic was a good example.
Absolute stupidity from Telstra. I had 5G Home internet and relocated areas. Plugged in, still worked amazing for a month. Then 1 day, awful internet connection. I texted to an expert and they noticed I relocated areas which was the reason. They put my address in and they stated repeatedly that 5G internet is not available and I must transfer to… Read more
NBN. So for 1 month perfect 5G service then all of a sudden it's because I related? My house number is new, ie #335. Not available, however, #334 & #333 is a success and available!! But they could not assign it. So I cancelled everything, gone to Optus. Telstra...Australia's best service? Absolutely not!
Telstra decides to change their billing system. The bill is to be paid in advance. Ignoring that an authorised Auto Pay agreement is in place, Telstra decides not to deduct from my account. I contacted and documented the chat on 6 July 2025. It was confirmed that the payment would be deducted on 18 July 2025, it was not deducted. The online system… Read more
refused to rectify my complaint so i visited the Telstra Shop. The Telstra Shop did not even understand Telstra payment system and demanded payment from a credit card. He was clearly unaware that Bpay was possible. I wanted to confirm that the auto pay was set up. They could not. So now I spent another hour online and still no result. Now I am trying the phone number 132200 complaints line. I have been waiting 2 hours plus on hold. Serious payment verification should take only a few minutes. It is the worst possible service, utterly disgraceful, totally unacceptable. Who from Telstra was responsible for this payment transition debacle? They should be sacked.
Update: over 6 months later one part has not been addressed. The connection to fibre to the… Read more (+1 reply)
Absolutely despicable. I’ve had no internet for 14 days and counting because of Telstra’s incompetence. Every day I call, sit on hold for 30 mins, re-explain the saga, then they re-explain how they didnt send the replacement modem because of an IT issue on their end. Every time, they claim to escalate to ‘Level 2’ and claim to fix it and my modem… Read more
is on the way! Every follow up call results in an admission that’s bull and no modem has been sent. It’s the same dance every time. There’s no one you can escalate to. No one takes responsibility. They lied repeatedly. They promise to call back but never do. Having to work from home using hot spot.
I’ve been having trouble for months on 5g internet keeps dropping out Telstra can’t help wants me to call back on a 1800 number and the wait time is 30 minutes this is pathetic service and shows me how many problems they have I’m sick and tired of rebooting every dayb Show details
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The adequate speed refers to NBN.