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Disgraceful Customer Service
I have never been happy with the service and decided to move away from Telstra. Unfortunately I had a credit of $42 which I have been asking for a refund for months and Telstra never did the refund. I had to make an Ombudsman complaint around this behavior. I truly believe they will be holding money for many customers like me to make sure they have good numbers for their EOFY reports. Being a public listed company this is such a shameful act and must be investigated
Was with Optus HFC for 15 years which was fine, then they changed us to NBN which worked good for 6 months until the dropouts started.
Contacted customer service multiple times who said they would monitor dropouts. Asked if they would supply a modem with 4G backup but they said not available on my plan.
After 3 months of dropouts I had had enough.
Decided to try to Telstra who sent out an NBN Tech (Sub Contractor) who replaced a section of copper line, but dropouts continued.
Contacted Telstra again and they sent out an NBN Tech again (Sub Con...
Been with Telstra nbn since 2015 good so far we use tp link deco for our internet speeds are good and fast download speeds are good and uploading speeds are slow but okay
Had a few dropouts on iPhone 12 Pro since we use a Tp link deco Unit
The reviewer stated that an incentive was offered for this review
Not worth the money. Customer service is horrible and has no idea whats happening and what to do.
We have been with telstra for years now. Every time we have had an issue its been a disaster from customer service point of view . This time, Our internet has been down for 6 days and we have been told to do every troubleshooting under the sun for hours only to later tell us that our service is barred due to non payment ( which is not the case ) . We have been asked to wait 2 hr to resume the services ( repeatedly) but it hasnt solved. Time to switch to a different hopefully abetter provider ( all due to their unprofessional customer service ) . Being one of the major telecommunications in the country, they could have easily afford a call center in Australia.
A car has crashed into our house ripping out wires no landline no internet Telstra says NBN issue NBN says Telstra's issue. The people of the property are elderly and don't have a mob pH.. their landline is all they have .it's day 4 and still no pH no way of making and receiving calls . No way of calling for help .
Seriously if the electrician plumber water gas maintenace attended why can't a telecommunications company attend.
Just pathetic service
Horrible NBN service.. keeps dropping out ..My old ADSL service was 100 times better even though the speeds were more slower....It took them 4 weeks to send a modem....should of went with another provider that has better reviews.
Telstra refuse to cancel the service at our old address.
Appalling customer service. Most communication is via a chat function, as it is difficult to reach anyone by phone without being on hold for over 15-20 minutes. The staff are not trained properly and can't even answer the most basic of questions. Been trying to cancel the home internet and Foxtel service for over 2 weeks now, as I have moved house. Telstra have refused to cancel the service until a questionable reconnect request at our new address is investigated. WE DO NOT WANT TO RECONNECT! This has to be illegal and is very poor business pr...actice as we are no longer using the service, are out of contract and don't owe any money. After hours on the phone arguing with incompetent staff and lodging a formal complaint, our services are still connected. We just hope this does not inconvenience the new owners at our old address. Think twice before engaging this business, as I now feel the constant delays in disconnection are a ploy to frustrate me into giving in and allowing them to reconnect at the new address.
Unsolicited plan change
I was on a $99 plan and was happy with the price and service. Then an unsolicited letter arrived telling me that I have been shifted to an intermediate plan for $9 less / month Nowhere did it say that my service would be degraded – which it appears to have. The sense of the letter is that I was better off and I was by $9 per month but worse off with service.
The process has all the signs of a ploy by Telstra to get me to pay more for the same service. It seems that to get the service that I had before I will now need to pay $11 more / month...
- NBN 100/20 (Premium)
Unstable internet, unstable router and cannot find a human in Telstra for help
I have been with Telstra for 5 years.
It was fine until about 12 months ago, the service became terrible.
The internet sometimes becomes extremely slow or even disconnect.
My router(Telstra supplied about 12montsh old) drops off and restarts itself randomly.
The customer service is even worse. I call the call center and my call has been ended by the system twice to tell me to do it myself online. You need to keep trying to get a human to chat with you. A minimum waiting time of 45 miniuts is a must. The customer service then will talk bullsh...
Service is terrible
Constant dropouts. This week I have spent more than 20 hours communicating with Telstra if you can call it communication. There is no personal connection and no one refers to the previous notes - I get asked the same questions and get told to do the same things all with the assurance that they will fix it. On Friday they put a stability module on my profile and “guaranteed” it would not dropout. Needless to say the guarantee was as good as their service - useless. Today I have been communicating for 7 hours and at least 4 different people.
My Telstra NBN connection varies. Over the past week my UpLoad Speed varies - 18.5 / 7.6 / 18.5 and my Down Load Speed varies - 7.9 / 1.1 / 6.7 After having phoned Telstra which went to an overseas call centre I had no real assistance. Sometimes the modem simply switches off. I have had to make a complaint to the Telecommunications Department which I did last week. I have had no contact from Telstra since that complaint. I now find in order to have Fibre to the home I have to pay a substanial fee to see if they can perform that task.
Seems to be impossible to get through over the phone
Trying to get a quote for a new connection in a rural part of nsw is impossible, believe it or not …
… caling Telstra on 132200 and get to the sales department does not work (anymore), instead Telstra pushes you to use their online portal, pretending they have sent you a link, which they did not … total customer turn off.
Looks like they do not need any business anymore?
a physical embodiment of failure
- can't solve problems
- can't refund
- over bills
- randomly bills you for devices you don't own
- trips over it's own feet when doing anything
- wastes more time than their service is worth
- vastly inferior to two paper cups tied together with string, and having two people on either end yelling "Zero" and "One" at each other.
Terrible customer service/ Billing Practices
We recently moved from Brisbane to Melbourne. Telstra has continued to bill us for the Brisb account since last December and also added extra “speed” charges we did not request via direct debit. while also charging us for the Melbourne internet account too. I have called 4 times and messaged at least 6 times. The messaging app supposedly answers messages so you don’t have to wait on the phone. I did not receive replies unless I waited online. They continued to overcharge and then in February the direct debit failed even tho our card had not cha...nged or expired. Two weeks ago they disconnected our service in spite of the multiple promises to sort the billing/overcharging. We were all working at home snd suddenly our internet was disconnected. Fortunately I have a Vodafone mobile as I’ve learnt from past experience not to trust Telstra with all our services. It is now mid April I’ve had enough of the incompetence, lack of support, mistakes and hopeless customer service. After years with Telstra we are now looking for another provider — Australian owned hopefully. We don’t have the time to be on the phone waiting for non existent service/help that never arrives. Aussie Broadband has been recommended to us by a few people so will give them a try.
I had better internet with dial up... After 40 years I'm walking away from Telstra
I've had it. I do most important things on my phone now ( which is Vodafone)
I'm writing this review on my phone because I have no working internet again.
It constantly freezes. I had better internet connection on Dial up in the 90s. This is beyond a joke. It's slow. It's more expensive than my old Broadband and Slower. It drops out. You get onto Telstra via internet after 5 hours only to be not told a solution except It'll be expensive!
What sort of a solution is that
Then, I'm given a number to call which is not 24/7 as advertised on their...
Questions & Answers
Could people here who have moved from Telstra to another provider, please indicate which provider you have moved to ? Due to NBN copper issues, I want to go 5G, but am absolutely terrified of Telstra. Thanks in advance.
Today received 4 calls from “Telstra Technical Support”, all Indians, all major call centres as evidenced by the background noise, all wanting access to my computer for various reasons, all giving employee numbers when asked, and all bogus. These are major call centres bases in India whose business model is scamming Australians out of their money. They go so far as to give out their phone number to call to check their employee number. To try and call a real Telstra number to check will take 20 minutes minimum, assuming you get through at all. It’s been going on for years and Telstra in my opinion is complicit by allowing it to continue and do nothing about it. How many more Australians will be scammed by these criminal enterprises while Telstra sits by with their thumb up their bum is anyone’s guess. Maybe some of the corporate bonuses should be skimmed off and given to the people that have been scammed out of their life savings. My question is why don’t Telstra and or NBN have a dedicated line that you can call to check an employee number without having to trawl through 20min of robocalls to talk to a real person? Even then unless you’re calling to sign up or buy something they’re from India or the Philippines . Pathetic, one of the reasons Telstra will never get my business and one reason why they have a rating of 1.7 out of 5
Impossible to speak to a human being at Telstra. No help whatsoever.
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|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$75.00||$80.00||$100.00|
|Typical Evening Download Speed||25.0 Mbps||50.0 Mbps||100.0 Mbps|
|Max Download Speed||25 Mbps||50 Mbps||100 Mbps|
|Max Upload Speed||5 Mbps||20 Mbps||20 Mbps|
|Service Type||NBN||NBN||NBN||Mobile Broadband|
|Contract||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period|
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