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Very Bad customer support,
Very Bad customer service.
Tried calling Telstra at least 10 times, but you always get directed to their apps.
I then decided that I wanted to cancel my connection with Telstra. Calling the 1300 doesn’t allow, keep getting directed to the apps which also don’t allow.
They are over relying on automated systems that have led me to have very bad customer experience.
Change-over to Telstra NBN connection
Been with Telstra for years on landline, cable connection & 3 mobile phones. Signed up to NBN through Telstra shop ... easy said the Telstra guy. Changed over the equipment & had problems .... rang the help line .... lady was absolutely useless .... eventually worked it out ourselves. Connection successful ... snike all round. 2 days later ... no internet connection ... easy phone Telstra for help. As if , 4 calls to help line ... 40 minutes wait time each time then eventually hung up .... disgusting. Even weirder some calls to Telstra gave message “Telstra having technical issues & phone another day”. Reminded me of the bad old Telstra from 20 years ago & early internet days .... hopeless.
Terrible Customer Service
TL:DR, Someone in a telstra support chat (someone employed by Telstra) probably tried to rob me and steal my identity.
I've had a constant stream of technical problems with my NBN, as well as problems with things like the Telstra App. I'll only cover my issue with Telstra support for now. For starters, when you message Telstra support (because god forbid they let you call them), they take around an hour to respond. They will ask you to explain what the problem you are having is, despite it being in the original message you sent. They will then...ask for your Telstra credentials (ACCT number, Name, D.O.B. ETC...) By the time they get back to you after the details these are given, a few hours of time will have passed overall and new customer support agent will replace have the original (their shift had probably ended). At this point, instead of reading the previous messages, they will ask you what the issue you are having is then, once you've repeated it, they will ask for your Telstra credentials. I have been in coversations that cycled through four or five different support staff, each of whom asked the same two questions, only to be replaced by the next support staff member asking the exact same questions again. This is ridiculous. A more serious issue perhaps, is when I was originally trying to set up my account and was in contact with Telstra support trying to find out why my plan (which was supposed to have a modem delivered and the service up and running within 48 hours) was taking over THREE MONTHS to arrive, without so much as a word from them. The support member began asking me for personal information like a a picture of my passport, my bank account and card details, etc... Uhhhh, yeah, no. I'm not just gonna hand out a bunch of my identification and financial information to a guy in a support chat so I can have my identity stolen and my account emptied by someone. Before you start saying "maybe he needed that information to verify your identity," the thought hadn't passed my mind, but I was very skeptical and decided that I was best waiting a day and talking to a different staff member. When I did so, they were kind enough to track down the issue and solve it quickly, no personal and financial details required, other than my Telstra account info and what I had agreed to share during the setup process. To some people, this may sound far fetched and perhaps even paranoid, but it is definitly not unheard of for things like this to happen. Even though the perpetrators are usually caught, it is a know occurance for peoples identities to be stolen and their banks to be accessed by support staff claiming they need the information to "verify your identity." It's obviously not exclusive to Telstra, but that's where I ran into it, so.... One star. Your service is crap and your support staff are 99% useless (although I like the couple of people who seem to run your twitter, they're pretty nice, so there's that)
The worst technical support I've ever recieved
Been calling them a past month now, and they promised me to call me back multiple times, but they never did. I had to them multiple times and was put on hold for over multiple hours. I swear in my time spend holding was around 24 hrs. Furthermore, I have to repeat everything I've told the previous consultant every time I was on the phone.
Worst service ever!
I was with Telstra for 8 months,
- Service quality compared to the amount of money that we pay for it is terrible!
- After I end my contract they asked me to pay for Modem, which was not part of our contract and I had to send the hard copy of my contract to convince them I don't have to pay for it.
- They send me monthly bills even after I finish the contract!
No service provided
no phone line or internet since December. Every call is taken by someone who cannot provide IT support. You are referred to someone "level 2" who never calls back promised
Fees for no service
It took one hour waiting for someone to respond.
Then it took 3 hours texting to tell me to restart the mode.
At the end of three hours: here is your ticket number, we will be in touch soon. can I help you with something else?
Guess what, they increased the monthly fees too :D
Bad online service
Been given the run around for three weeks just trying to activate my upgrade from nbn25 to nbn50. Messaged with 5 diffeerent ppl so far and having to explain five times and promised each time the upgrade will be activated within 24 hours and that nothing happening for three weeks. Time to change provider.
Telstra Job Criteria
No mail box access for more than 5 weeks now. Lodged a complaint with the Ombudsman and some days alter got a phone call from "[name removed]" who hung up 10 seconds into the conversation. I would really love to see what the criteria is for getting a Job at Telstra especially middle and senior Management. Can only imagine that it would contain at least some of the following criteria: No Dymanic's ,unable to think for yourself, Ear's painted on your head, at the very least some minor form of mental impairment, ability to be Arrogant and rude, the ability to speak any language except English, and be resident in any 3rd world country. Seriously you have to wonder how these people even find their way to work each day.
The worst customer support experience ever.
I was a telstra customer to around two years and there was not a single intances where my query would have been solved in a day or two. Its always numerous back to back calls to their support team (which I really think needs some serious training) and would successfully fail to resolve any issues.
I am done with this sh!77y service now.
Disgraceful service with multiple lies.
NBN has been out for around 10 days. Initially Telstra told us we would get a call back within 4 hours to arrange repairs, didn’t happen. Called again and was told to expect a call back again, didn’t happen again. Finally on the 3rd day we got through to someone that booked an appointment for repairs today, surprise, surprise, they didn’t show up with zero contact. Called them again only to be told they would have to call us to arrange to reschedule. Asked for complaints and they said they don’t have a complaints line and the best they can do i...s put something down electronically. End result is still no internet and no return call for the 4th time to arrange repairs. The CEO should be disgusted by the service this company provides. Update . Today they kept me on the phone for an hour and twenty minutes to eventually be told they would not be coming until 28th January. Once again asked for complaints and once again refused to connect me saying they would call back. Again the call didn’t happen.
Telstra Webmail is hopeless
I've been a long suffering Telstra customer - the main application I use is Telstra Webmail. This system is still as problematic as it was 5 years ago - they did do a major revamp a few years back but the Webmail system is still as unreliable as ever. If I ran a small business I would NOT choose Telstra for my mail service as they seem incapable of producing a reliable and high performance system.
In November the mail system was unworkable for almost 3 weeks (so slow with many timeouts). I rang their support centre and via a menu driven syste...m (I never managed to contact a person) was directed to a website to do an online test of webmail. It detected a problem which could not be diagnosed and suggested I ring their support centre and hung up ! Aargh ! After logging a complaint with the TIO, a Telstra 'manager' rang to offer their apologies- and that''s all they could offer. Apparently a mail server was down (for 3 weeks ?). Eventually the problem was resolved - I await the next one. I suggest : 1. All Telstra employees and executives be forced to use Telstra Webmail so they also can feel the pain. 2. They sub-contract there mail service out to Google or some organisation who know how to run a mail system.
The worst customer service ever
The worst customer service ever, I've been trying to cancel my service since nearly one year; as I've moved from my old address, but i can't reach them by the phone or internet, and they still sending me bills !!! Why I've to pay bills when i don't use the service anymore ?? i don't know what to do really ...
Since being (No option) converted to Telstra NBN my service is 200% slower and continually DROPS OUT!!! maybe I should look elsewhere, Telstra NBN is an absolute nightmare, does the right hand know what the left hand is doing NO NO I am also located less than 200 mtrs from a Telstra Exchange
Go for telstra only if you DONT have any other provider in the area !!
I moved to a non-nbn area and I am asking telstra to give me a new connection as unfortunately only telstra is the provider here.
One day they say only adsl is in my area, that order errors out and again they call after 2 days and say only velocity is in my area. Again that order errors out. Each time one person from customer care calls and I keep reciting my stories. This is like going on for weeks.
No one in customer care knows the root cause of the issue. All they know is to raise order and blame another team. Velocity blames adsl and adsl ...
Im so over Telstra
I am so over this...for 5 days I have messaged Telstra for help (I tried to call but was on hold for 2 hours and then hung up) My internet is so slow and nothing loads ..I have messaged them every day no solutions...its like they read from a script..same questions each time and they clearly do not read my answers. I have copied and pasted all my answers now to the same questions they ask and still no further to resolving the issue. Because the internet is so slow I loose the connection and then must start again...I just want to talk to someone ...but cant get anyone to call me. I am about to go to another provider...enough is enough, after 30 years with Telstra I'm pulling the pin..and then they tell me they cant fix it so they can send out a technician for a charge...u have got to be kidding !!!!
Never been through such a crap show
Let me be very clear when I say this, telstra is THE WORST ISP you could ever choose, been trying to fix our connection with the for over 3 weeks and they have no clue what they are doing, changing to a new ISP was quicker and easier than waiting for telstra to fix their screw up
Customer service and internet speed
Telstra internet speed is terrible and also their customer service,
They used to be really good until early 2018 but they are the worst after that.
I have NBN 100 but most of the time my download speed is about 40 Mbps.
always trying to chat with Codi and it takes 6-7 hours to chat with a technician and they saying they will check everything and getting back to me about 2-3 hours, not happy at all.
What a joke
Our internet was disconnected on the 14th of December, apparently someone from our address had requested to move to another provider (no one had and no one could tell me who had requested to have our service disconnected, they told me to call the NBN and ask them, good luck with that number, they tell you to speak to your provider). After being told the service would be back on in 24-36 hours, surprise surprise, it wasn't, I messaged them again after 48 hours to see what was going on. Then they tell me that actually, your service has been disco...nnected which I mentioned earlier. On the 18th of December they told me we had to go through the process of reconnecting the internet and beginning a new service, 6 days later still no internet. Messaged them again on 24th of December, they still had no idea what was going on, what a surprise, they really have no idea what is going on, complete joke when it comes to customer service. At 3pm I decide to cancel the order with telstra and call Aussie Broadband to see how long it would take to have our internet connected. After waiting on hold for less than 30 seconds the man who I spoke said it should be up and running for you today, he told me everything is done remotely??? Within 1 hour our internet was connected!!! Please explain to me how it takes Telstra over 10 days to not even get the line reconnected (we were long term customers) and it takes another company less than an hour??? And apparently it's all done remotely, they don't even need to send a technician out. Do not waste your time with this company, if you ever have an issue good luck getting them to be honest with you, all they will do is run you round in circles and drive you crazy.
Would give no stars if I could
I have had days of speeds less than 1 Mbps and days of working with Telstra support. When you start to make progress on resolving the issue they then hand you off to a new person who starts the process from scratch. Today I started at 9am, it is now 8pm and I just got transferred to a new person who has started the process from the beginning again.
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.
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||A$75.00||A$90.00|
First month is free.
First month is free.
|Service Type||NBN||NBN||Mobile Broadband||ADSL|
|Contract||Monthly and Set Period||Monthly and Set Period|
|NBN Speed Tier||25/5||50/20|
|Max Download Speed||25 Mbps||50 Mbps|
|Max Upload Speed||5 Mbps||20 Mbps|
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