Telstra Broadband Cable

The hopeless dinosaur – This company should offer trauma counseling to go with their broadband adsl services.. problem is they they would f$#k that up as well! Poor communication from the get go, poor service, poor help assistance. This dinosaur is too big to function with any hint of efficiency. Stay away!

Home and Internet Service - don’t require booster box but can’t return it! – Moved to Telstra after data breach with Optus. Visit store in Coomera, sales staff member states best to include a booster with package, can return if not required (typical up sale). Take booster, don’t require as wifi works well without booster. Take booster back to store, no we can’t accept it, you have to ring up. So ring Telstra, apparently… Read more

sending a satchel to return, this has gone on for 8 plus months, still no satchel, try take it back to store again and explain haven’t received the satchel and ask why as we got the booster from the store why you can’t accept, just get met with a shrug of shoulders and disregard. Staff member couldn’t care less. Ask again it’s in the box and you can clearly see has not been used, no we can’t accept it. Rang and have been on hold more hours than I care to be, still no satchel. Do chat on app for 20mins, I disconnect the chat after getting the run around and I typed I’d go to telecommunication ombudsman, they send a text stating they’d provide a credit of $30…….but still getting charged all these months for a ad on we have never taken out of the box. Pathetic, how hard is it to send a satchel to return the booster box never used but you are quick to keep charging for. Fraudulent, yet it’s a company so customer suffers. I’m good I don’t need a sorry you feel like that or sorry we’ve dropped the ball reply, as obvious you have and I’ve actually state facts not feelings. I just want a satchel and a credit per month for each month we’ve been charged for a service (box) never used. Shouldn’t be this hard!!!

Absolutely shocking, the worst – Terrible disastrous provider, their customers service is absolutely shocking. Just simply money grab. Don't care about the customers, don't care about the constant drop outs and line problems. Stay away people, find someone else any one else. The worst. Show details

Fantastic Service – I have been with Telstra for a long time now, and just like Foxtel, I cannot stay without it. Yes, at times it can get frustrating if something doesn't work right, or your enquiry is handled incorrectly, but as I have said once before, I believe we have become spoilt for choice! What great sources of entertainment we have at our fingertips, and… Read more

we should be grateful. For what it is worth, Thank you Telstra Customer Service Operators, for answering our calls, trying to help solve our problems, putting up with our venting, and still remaining composed enough to switch us over to someone that can help us when you do not have all the answers, as we selfishly think you should have. You are doing a brilliant job and I, for one am grateful for the service you provide!

Cannot Complain – I have seen many negative comments about Bigpond, I have being using this product for around 3 years, only faced three problems so far, and one fault is from our side. I think the service is good; they give systematic guide to resolve the problem. Have not experienced many dropouts this year compared to last year, which is not a lot. Show details

Fantastic network – Have been using a Telstra cable line with hi-speed internet. Fantastic network. I am so happy I use telstra. Understand that they have outages, but their only service helps to easily figure out where the issue is. Love the speedn.  Show details

Deleted a Service Booking – Had continual dropouts on the Telstra Broadband service, went through Gold Telstra service process which took at least an hour of my time. They set up an appointment sent it through their Telstra App (here's the catch) then NBN tech never shows up at appointed time. I circle back and find that the tech order has been deleted from the "orders"… Read more

section of the Telstra App. By not providing an SMS to my phone they can control and delete any communications with the customer. They just waste your time and patience and I have no time for them, especially when they charge a premium for poor service and sometimes poor performing products.

Haha, they don’t answer questions at all – My mum was on the phone as our ADSL disconnected after a storm took our power out. They couldn’t help, they used to be able to help, they just can’t help anymore like they used to. She was asking questions and it was the same “I understand” totally understand” and than the exact same script right after. My mum was like but that’s not my… Read more

question and than rinse and repeat the damned script …

She just came back from the modem room and said the guy said she may have to pay to have the service restored and that he acted like she was the one who broke the internet …. haha what???

I went out of the room about halfway into the call as his script replies were driving me nuts and I had to tell my dad about them.

I’ll rate 3 stars as when it works, it’s fine. It’s slow 6.8Mbps but it works.

Slow and unreliable – The connection is totally unreliable with constant dropouts. I've just returned from living in Asia for 11 years and the internet there is much more reliable than in Australia. I've copied and pasted the result of the speed test below. Mbps download 0.92 Mbps upload Latency: 20 ms Server: Sydney Your Internet connection is slow. Your… Read more

Internet connection should be able to handle one device at a time streaming a video. If multiple devices are using this connection at the same time, you may run into some congestion.

Waited 3 weeks and five appointments still no internet – I have wasted more than 20 hours trying to get telstra to connect my phone. That is 5 appointments they failed to keep. What is going on? Why can't I speak to someone in Australia? Show details

TERRIBLE – Cannot express how frustrating it is to HAVE to use Telstra. Where we live - there is no other option. It has been nothing but an absolute nightmare dealing with set up all the way through to now, not receiving any correspondence from them, and having our account barred. It is such an awful service, don't do it if you don't have to. Show details

Paid premium price for TERRIBLE product and service – impossible to get phone support. I use the app messaging to try and resolve issues and it bounces between Bots and staff thst literally have NO Idea!! I was told I would get a new modem after 3 years of paying for crappy internet. Then suddenly they have no recollection of the call. I am changing provider. Show details

The worst company I have ever dealt with – Unfortunately Telstra is the only option for internet where I live? so organised for a new modem and engineer to come out as the phone box looks beyond repair. A week later and I was advised Telstra had cancelled my order without telling me. I then spent literally 4-5 hours talking to numerous teams in India to try to get this sorted. Eventually a… Read more

week or 2 later a modem turned up but again Telstra had decided without talking to me we didn't need an engineer. 2 weeks later still no internet, no contact from them and hours on hold. How can such a large company be this incompetent in 2021?

ZERO STARS HORRIFIC COMPANY AND SERVICE – The most simple way to say this is that it is the most awful company in existence, you can't possibly get worse. The speeds (download and upload) are cripplingly slow (1.8 Mbps and 0.4 Mbps respectively), ping is terrible too and to compound all of this the customer service is so bad you would have better luck asking a possum to fix the problem.… Read more

Finally, the price IS THROUGH THE ROOF! for something so bad. Don't ever deal with them ever, they are garbage and it is not worth your time, money or brainpower.

Very Unprofessional Staff, No Idea Of What They Are Doing, No Knowledge Of Industry – I asked to cancel fax line, took them more than 11 months to cancel. Every month they billed me and I have to call them every month to credit me back and cancel the fax line. Every time they promise and did not cancel the line. Have to lodge complaint at tio to get resolution. Staff very rude and un professional. Some time they dont give reference number and just hang up. All call goes to overseas who don't understand english Show details

Terrible customer service - 0 stars – Waited 4 hours for a technician to turn up to connect my broadband - but they never turned up. I wasted 4 hours just waiting around for technician even after confirming with customer support that the technician would arrive before 5pm. I would give them 0 stars for customer service if I could. Show details

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… Read more

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 blames velocity. There has been atleast a 20 orders created by now for an internet connection in my address for weeks. Customer care of Telstra is one sick joke. I was just fed up repeating to everyone and when I got irritated the "fine" lady in customer care is accusing me of yelling at her and another very "soft spoken well mannered" guy started warning me that he is going to terminate the call. I was quite shocked with the way they treat customers. I was so very patient for weeks and they dont have an answer to any of my queries and they started threatening me that they will disconnect the call.

So please consider telstra as the very very last option in your list of providers.

Horrible – Product appears satisfactory except for when it doesn’t work. Expensive by comparison so you expect support. Support non existence. Terrible. Enough to make you change providers. Really poor service. Do not recommend.  Show details

The worst user support I have ever experienced – I spent approximately 15 minutes trying to get through to someone on the phone and was disconnected only to receive a text so that I could start a message chat, which is stretching out to 40 mins now only for the agent to tell me to access my telstra gateway, which is very frustrating as the reason I made contact is that I cannot access my telstra… Read more

gateway to adjust modem setting. I was very clear about this and reiterated it at least 3 times only to be asked to access it.

I would highly recommend that if you are thinking about changing services, do so. We are moving house and we were told to drop Telstra and go to Aussie Broadband by our IT Guru. We have been dealing with them in parallel to set up the service on the new house and I cannot wait to cancel the Telstra service and get on to Aussie Broadand based on the experience so far.

It is only early days, so may be too early too call, but at least I can call someone and talk over the phone who is based in Australia, rather than get disconnected and receive an sms to start a chat which has now gone quiet for 10 mins.

Rubbish customer service – Tried calling cause my WiFi isn't connecting. They wouldn't connect me to a person, just a text service. Nothing was fixed. For the most expensive service, I expected much better. Show details

Cannot even get connected – I'd love to talk about the connection, but thus far Telstra hasn't given me one. Did I mention they have a monopoly here with HFC? So if Telstra can't be bothered to connect you, there's not fixed line to be had... Initially things looked good, I received an order number, they set me up for email billing (very important for them I'm sure) and… Read more

then- nothing. No communication, no tracking number, no updates. 23 days of silence from a telecommunications company. I tried ringing them, of course. But there is no way to talk to a human being. Both online and telephone robots try to force you into inane options that don't help. For a company that posted 3.6 billion in profits in 2018/2019, you think they could have someone answer the phone.

Hey Telstra, your profits also fell 8% over that period. It's not the NBN doing that. It's your lack of customer service. The DAY the NBN buys your HFC network here at an inflated price I will go with anyone else. Because everybody, even the cheapest and nastiest, do there best to take your money. You couldn't even do that.

Telstra Webmail very very poor service – I have had Telstra Web mail for years in the last two weeks it has been hopeless, working on and off so bad that I opened a G mail do not waste your time with Web mail it is so unreliable. it has worked on and off for nearly three weeks mainly off what a joke Show details

Most disgusting non-existent ‘service’ I have ever experienced in my entire life – The connection is consistent until it frequently and randomly drops out for absolutely no reason. When I experience dropouts, I experienced major dropouts. Video calling anyone, all the time, is the most frustrating, annoying experience and I shudder to think what would happen if I were ever to talk to somebody in case of an emergency. The… Read more

customer service in this godforsaken company is not bad, its non existent! I’m currently trying to shut off my home Wi-Fi with this stupid company because I’m signing up somewhere else and nobody will answer the goddamn phone! Don’t even bother trying to talk to somebody online. I don’t know where the hell all the staff have gone. Everybody else is working from home during Covid-19, why can’t the worlds biggest telco do the same? Absolutely appalling, disgusting, unreliable, unfriendly, condescending and dishonest service. I would never ever recommend Telstra to anyone and I’m so glad I’m finally kicking them to the curb!

Constant drop outs, spend days trying to convince them to send technician over their useless Telstra chat – Previously could call them up and they would then send a technician. Now you can't talk to anyone on phone instead go round in circles for hours with useless chat

No service/support while paying a Telstra premium for better service/support – Tried to call support and the automatic systems sends me a text me requesting me to use the Telstra app and disconnects me. After trying to text on the app a few times eventually got text back. I asked for new cable modem as exiting one was not working. Text from Support said I had to talk to technician and so they called me and put me in… Read more

technician call queue. Have been wait 60, 75, 90, 100, 110, 120 minutes and still no response. Absolutely, unreasonable to have to wait more than 2 hours on a call and no-one at Telstra seems to worry or come up with a more efficient system to deal with issues. Quite obvious that customer satisfaction isn’t a key performance measure.

I'm Not Robinson Crusoe – When I moved house, the internet cable connection was with Telstra so I signed up with them. The connection was more-or-less reliable until it dropped out. I had to use the Personal Hotspot on my phone to run my business for the seven weeks that it was down. I changed providers. Telstra tried to charge me for the down time so I contacted the TIO to mediate. Show details

Never have I witnessed a company so unjust in my life!!!! Never ever go with Telstra. Morally corrupt – I had Telstra wifi set up in my house on a no lock in contract. I then was getting prepared to leave my house, so in turn I requested to immediately leave from the Telstra network. I called them and they said no worries we will take you off our database and you won't be paying any more bills. Not only did they not take me off, they kept charging… Read more

me per month! Over a period of about a month I called them about 14 times!! Call after call I was "promised" and "guaranteed" that I would be taken off their billing system and time after time it didn't happen. They never returned my calls or informed me of why they didn't or couldn't remove me from the no-lock in. I ended up getting the Ombudsmen involved, who resolved the matter within a week.

Further, during my modem/wifi stint at the house, I called Telstra to tell them that the modem wasn't working. They told me that they would send a free modem to my house which they did. When I tried to leave Telstra, they tried to charge me for this modem - $200!! Only until I got my lawyer housemate to talk to threaten them legally with the Consumer Law did they then back down. Disgusting that if this happened to someone without law knowledge, they would have had to pay the money.