Telstra Home Internet NBN
Verified1,153 reviews
Signed up with Telstra as my old TPG was really bad, but then Telstra is no better. After chatting to their help online, I was told it was probably my old modem, and that I should buy the Telstra one at $240. There is a 3-5 day delivery when ordering, but I was told that I could get it straight away in store if they have them in stock. I asked… Read more
the chat if he can see if they have any at the North Lakes store, apparently that is way to 21st century for Telstra, and he suggested I call tham myself. Ok well, not very user friendly but there you go, thats customer service for you. So I call, multiple times and the store never pick up and I just have to leave a message asking them to call back and let me know if they have in stock. I went back onto the chat and explained that the store wasn't picking up, and it was then suggested that I drive the 20mins to the store just to see if they have one !! At this point I decided to wait for them to return my call. Next day 1pm and still no call. So I drive to the mall. I was told that they do have them in stock, and I could buy one if I scheduled a time with them !! Really, all I want is 1 minute of their time to sell me a modem. The wait would be almost an hour, they suggested I hang around and wait for a text message. At this point I thought bugger it, I'm off to JB Hifi to get a modem.
Absolute sh1te! Unfortunately, my old man uses this disgrace of a business. Telstra are the most expensive in the world. Their support is the worst in the world. Their service is complete sh1te. The slowest most unreliable FTTB NBN service in the universe and they just exploit the people of Australia. When I go over to see Dad and have to… Read more
experience the utter uselessness of it all, it makes me want to throw myself off a building. So, I just want to say to Telstra, that I hope you get what's coming to you one day. The karma will be worth it to watch.
It is difficult to put in words just how useless this Company is. Having left Telstra previously due to appalling service a few years ago, I was foolish enough to consider giving them another go, after seeing reasonable pricing for one of their… Read more
internet plans. What a dumb thing to do. First up their Web page which is supposedly a shop and checkout page. It specifies 3 steps and your done. Step 2, select your product. The only problem being there is no way to do so. Ah OK, I should have heeded the warning signs. I got onto the agent via chat, and was told to install the App in order to select the planned receive the 2 month 50 % off discount. PROBLEM 2 - my address only list "starlink and 5G as available services. Odd that, seeing I currently have Opticom Fibre to my door. PROBLEM 3. Deciding to proceed manually via the agent, I ran through, verification process and usual T's & 'C's waffle. I received an email advising me of my new plan details as well as some other documentation. It also included a tracker link for reviewing my order status. PROBLEM 4 Whilst finishing off the pleasantries with the agent, I lost internet connectivity, and with it, the chat. Still nevertheless I thought, we were done (given the documentation received), and suspected cutover had begun, bravo for Telstra and their speedy response. YEAH RIGHT, FAT CHANCE. Being a Systems and Network Engineer of some 40 years, I long stopped believing in coincidences, and when, after 30 minutes my internet had not resumed, I decided to check the status of my order. Imagine my suprise when the order showed as CANCELLED. Sensing a problem, I got on the chat again, this time with my Mobile, as inet was still down. The agent, after doing his checks told me that the order had been cancelled due to the chat session terminating, and despite me receiving the various confirmation. He ASSURED me that Telstra had taken no action and that it was coincidental, saying I should check with my current ISP. I did, and was summarily advised that my Opticom connection had been "churned" - something that a new Supplier does when moving providers. Telstra had indeed initiated the migration of the connection, despite them saying they had not. I went back to Telstra armed and exceptionally pee'd off with this information. Backed into a corner, the agent advised that my only option was to now take out a 5 G contract with Telstra and to then switch over to NBN when it became available after I had closed my account with my current ISP OR i could request my current ISP to reactivate my account with Optic omm.You couldn't make it up.
So basically Telstra disconnected my connection with Opticomm .. 1. Prior to my closing my acc with my ISP 2. Without finalising the plan purchase (according to them) 3. Despite disconnecting my service with opticomm, they were not able to A) continue to cut me over to their service B) re-establish the connection. I had to go grovelling back to my ISP and request the re-process (via sales) my connection. I FIlled the chat with some choice expletives and disconnected.
DO NOT GO NEAR THIS COMPANY WITH A BARGE POLE. THEY ARE INCOMPETANT.
"The light at the end of the tunnel, is the light of the approaching train"
Follow-up · Telstra had nothing to do with the resolution. No compensation No apology No reaching out as fiercest this review. They are dead to keep as a Company
Reviews with attachments
The worst internet I've ever had in my entire life! Show details
I signed up assuming Telstra is the best in Australia, but whew, had I known the nightmare I was stepping into. Telstra cancelled my current service as soon as their modem was delivered to my premises. I was in the middle of an office meeting and boom, the internet is cancelled by Telstra because star track delivered their modem at my premises. I… Read more
plugged in the modem and nothing happened. I called the helpline number and the message played that all our lines are busy (or full) and one of our international team can call you back if you'd like, else you wait. 23 minutes later, I was connected to a wonderful team member, who was terribly sorry and helped me set up my internet. She was brilliant, but even she took over 45 minutes just to get me connected to internet. This is with a smart modem from Telstra which is apparently, plug and play. The lady told me the modem is new for them, even they are just learning on the job about the modem. Fair enough. Everything started working. Later that night, the internet died. I raised a complaint the next morning and Telstra support did everything they could to make it my fault. I kept telling them that I have been using the services on the premises for over 4 years without any faults/ issues, but they started blaming the wiring at my premises for the problem. for 2-3 days, they kept calling me and telling me that the service is up and running and there is no issue. Then they would call, introduce themselves with English names while they were clearly calling from overseas locations, and will disconnect the call after initial hello and greetings. The service totally crashed less than a week into the use. I knew then, that Telstra will not help as they will just blame things out of their control. I asked for my AVC ID and they gave me the run around of my life just to obtain that information. I was so disappointed with Telstra NBN 100/20 plan that I disconnected it merely within 7 days of use because it just did not work. I used to get 1.3 mbps or 2.6 mbps speeds and if I checked the speed on my mobile through telstra app, it kept giving the message that the internet is not connected. I felt so bad that they claim that they are the best in Australia, however, I would probably call them as the worst nbn internet service provider in Australia. I am finally back with another service provider and my internet is running as expected and no service interruptions at all.
Brah im paying $100 a month for internet that does not fail to just [Content Removed] itself at 9pm every evening and run at slug speeds. Fttp never coming my area bro [Content Removed] company [Content Removed] aus gov too Show details
Warning – It's been months [Content Removed] connection only ended up with 4G repeatedly calling them to fix doing same trouble shooting talking bout lights on modem hours on phone calls on multiple days just going round and round booked nbn technician that never showed up on 3 occasions with no warning worst company ever how the he'll do they run this business n y are people still paying them. Show details
Telstra internet Fantastic product and Support – Pay a bit more but no concerns unlike previous providers. on sign up Money back guarantee offered if your not satisfied and you can return the modem with no charge. Previous provider charged me for a modem after dropping service after a week due to multiple problems and lack of support (AGL). Telstra Customer service has a fast response with a… Read more
real person that understands English. Support availability is available even after hours. Fast response for installation and service issues. I accidently disconnected my service and got a text message on my phone of an issue. Modem has easy set up and better reach then previous modems and no issues. The modem has a mobile back up should the connection go down. The connection is stable even during peak times with multiple users and 4k streaming of movies on TV apps. The modem however is big and bulky, not a problem for me thou as I found a spot in the center of the house high out of view. (see pic) Well worth a few extra dollars for an excellent product and support. Had the service about 4 months on writing and it's a yes from me.
Latest follow-ups
My 96 year old mother is supposedly a priority with Telstra. We are unable to get an answer about a data boost for Christmas. She normally uses 5 g per month. Since family has arrived for Christmas more data is needed and my mother wanted to… Read more
increase the data for her family over the Christmas period. Its her home. She is the matriarch. When I asked for this data boost on her behalf, I was told my authority had expired. Neither my mum nor my legal Power of Attorney has expired. At 96 they say she has priority service. This is a disgrace. One week before Christmas. Time for a new provider!
Follow-up · Priority Assistance Service is given to people with medical conditions or in mums case as she is 96 years old. It should give the customer quicker more efficient service. There were no alternative contracts offered. When she ran out of data, Telstra staff offered zero helpful solutions. Unlike other telcos that provide "data boosters" or… Read more
Recent reviews
Over 12 months with issues with no resolution ever achieved. TIO were equally useless. Racist customer service staff who also have an inadequate grasp of the English language. An utterly deplorable company with unskilled, untrained and incompetent staff in every corner. . In the past 13 years I have been charged dozens of times for services I did… Read more
not even have. If I could provide negative 1 million stars I would. Finally an option other than Telstra was provided in my area. It has been a blissful experience since.
Extremely Disappointing Experience with Telstra Telstra may be Australia’s biggest telecom company by name, but in my experience, their service has been the worst. After applying for a new internet connection, nothing was installed. When I called customer support, I was shocked to be told that they could not even find my order and asked me to… Read more
apply again. After going through the entire process a second time along with unnecessary stress I was given a two-week wait time, informed that a technician would attend, and charged $500 for the installation.
I agreed. The technician came and completed the physical connection, but the internet never worked. When I contacted Telstra again, I received another unbelievable response: they could not find my connection in their system at all.
This level of incompetence is unacceptable for a company that claims to be Australia’s best telecom provider. The entire process was disorganised, time wasting, and incredibly frustrating.
To make matters worse, my neighbour applied for an internet connection with Superloop and had a fully working service within one week with no drama.
Based on my experience, I would strongly advise others to think twice before choosing Telstra.
The service is very patchy. Constantly drops out for minutes at a time. Can't run a business with this type of inconsitency. It's not a reliable service. I have tried on many occasions to have Telstra staff fix the problem, but all they do is monitor it and tell me its fine. Well its not fine. Its rubbish. Dont sign up for this service. Show details
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Telstra NBN feels like dial-up in disguise Telstra NBN has constant dropouts, terrible speeds, and half the time I can’t even get my TV or Netflix to connect. It’s like being dragged back to the dial-up era, except now I’m paying premium prices for the privilege. Every time I contact Telstra, I get the same script: “Is it working now?” “Try… Read more
turning your modem off and on.” Working from home is challenging with video calls dropping out and freezing. For a major provider in 2025, this is just not acceptable. Telstra really needs to lift its game, because right now this service is nowhere near worth what they charge.
In today’s digital world, a reliable internet connection is essential—but Australia’s major ISPs, led by Telstra, consistently fail to deliver. Despite promising “smart technology,” fast speeds, and round-the-clock support, Telstra customers often face unstable connections, failing hardware, and evasive service. The company’s so-called “smart… Read more
modem” exemplifies the problem—mine failed four times in just three years, each replacement followed by hours of troubleshooting and lost work. Telstra’s dynamic IP system adds further instability. My IP address once changed four times in a single day, rendering the connection unreliable. When I sought help, support dismissed the issue with the line, “That’s how dynamic IPs work.” This avoidance reflects a deeper disregard for transparency and accountability. Making matters worse, Telstra now relies heavily on text-based customer support powered by large language models. Customers are left typing messages to what is effectively an automated system, often arguing in circles with no real human engagement or resolution. Meanwhile, prices continue to rise while service quality declines. Customers pay premium rates—often over $100 a month—for unreliable connections and restrictive contracts that penalize those who try to leave. These failures expose a systemic industry problem: corporate ISPs prioritizing profit over people. It’s time for reform. Regulators must demand genuine transparency and accountability, while consumers must insist on honest communication, fair pricing, and the right to reliable service. Internet access is not a luxury—it’s a necessity, and Australians deserve better.
Another terrible experience with Telstra relating to their antiquated systems and potentially upgrading my NBN service to faster offerings from NBN. I'm on an Nbn business plan where Nbn now offer upgraded plans to up to 1000GB (815/80) download speed via HFC (which I have) but due to Telstra's billing systems, my fixed line broadband cannot be… Read more
migrated to a new plan at lower cost to my existing plan unless I wait until my existing account is migrated to their new system. Telsteas policy is not to refund or discount existing plans where new ones are available, even if not under contract and the limitation is due to Telstra's internal systems.
There was no time frame given and no estimated transition time could be ascertained dir system conversion despite 3 1/2 hrs on Telstra chat identifying all possibilities. The only option was for me to close my account and reopen a new account after they do credit checks as they do for all customers. I've been a post-paid customer for approx 50 years, having multiple services with them and periodically relocating them to alternate service providers reducing services provided by Telstra. To get the benefit of higher fixed line NBN internet speeds, I would need to open a new account resulting in multiple monthly accounts from Telstra (separate mobile & internet) and Telstra would also shift me from a "post-paid" mobile account to a prepaid billing period on a post paid account. I could be without internet or landline for days during changes of account. I would need to reapply to have my business phone number transferred to my mew account.
I've already relocated and cancelled all other services previously with Telstra to other Telcos due to incompetencies with Telstra's back office and service.
Apparently my mobile plan is already on Telstra's new system and notwithstanding this they could not provide time frames for migrating my NBN account to their new billing system. It is not surprising customers are migrating off Telstra to more competent service providers.
In a word, they're hopeless.
Lying, terrible company. The worst service and terrible support designed to fob you off, not rectify the problems this company cannot fix. Apparently Telstra cannot guarantee that WiFi ever works so please don’t waste your money with them. Show details
Appalling. I had 2 connections. Both would not work. They mad me sound endless hours doing the same pointless troubleshooting, wouldn't book a technician until I said I would cancel rather than repeat troubleshooting. Technician decided not to show- no notice give as I waited all day. Spent days losing time from work, and travelling to site. They… Read more
never record what they promise on the phone , and have no record - then doubt my word and honesty. No one looks at prior chat ( admittedly hours long). In the end technician's took a few minutes - as opposed to 30 + hours wasted by me. I was advised ( orally, so no record) I could get over $200 refund ( per service??) if I contacted billings. Billings never responded. I rang and was told total $300 - no record, then this was denied. I assume chat ended- but apparently not, they later request my email ( which they have), then restrict my service.
Days and hours of running up and fiwn stairs, chatting and answering same questions over and over again. Can't wait till expiry of my contract to move to a no fuss service
Telstra NBN has been an absolute nightmare. My internet was disconnected without any reason or warning, and I've since spent countless hours on the phone being bounced between different customer service reps who all gave me vague or contradictory excuses. Instead of fixing the issue, they made me sign up to a completely new plan just to get… Read more
reconnected — no apology, no accountability.
Now, every week I get relentless emails and text messages demanding I return my modem — even though I’m still a customer! The worst part? You can’t even reply to these messages. For a telecommunications company, Telstra has zero ability to communicate properly.
Avoid at all costs. Absolutely frustrating and unprofessional from start to finish. Oh, and they keep jacking up the price and reducing the service. Absolute rubbish. I have been a telstra customer for over 10 years, and I'm finally over their crap.
Please contact me telstra and sort this mess out!!!!
Since moving to Telstra I've been experiencing dropouts and issues. Contacted Service Desk, Level 1 steps are performed but Level 2 support will take 24 hours to call back and at their convenience. Level 2 called at times either not promised or inconvenient time, meaning problem have not been resolved on multiple occasions. Terrible customer… Read more
service compared to what I have experienced from smaller ISPs on cheaper plans. I would stay away from Telstra Internet
The NBN internet completely cut out, so I called Telstra and booked a technician for this morning between 8:00 AM and 12:00 PM. I took a day off from work but no one showed up. Not a single word, no call, nothing. I’ve been calling and messaging them over and over — and absolutely no help. It’s honestly a joke. Telstra charges the highest prices… Read more
but can’t even deliver basic service. This whole experience has been incredibly frustrating, and I’m beyond fed up.
Never again trusting Telstra to actually follow through with what they promise.
Terrible service! The router gets stuck on initiation stage (white light) not being able to connect. The incorporated SIM which is supposed to provide internet in case NBN is down is useless because the modem does not work anyway. The replacement takes almost a week to arrive with the same patchy service. The support takes 45 min to respond and… Read more
they take you through the same steps that most people know: turn off the modem, turn it back on, turn off the NBN box, etc while it is clearly a hardware and service issue…
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Why is such a large company run by such dumb people? They have the dearest NBN prices and the worst service. When the NBN works all is fine. However if there is a problem their "support" people are zero help. Did self diagnosis from their own website and result came back with a fault in Telstra modem. Contacted support and told there is no… Read more
problem at all. So why does the internet keep dropping out? They tell you they will monitor for 24 hours then get back to you, but didn't hear back from them back from them. Went to Telstra store and even those staff admitted you will never hear back from support staff. Telstra store lent us a modem and ordered a new modem for us, which, of course, we never received so just kept using their "loan" modem. After about 12 months we started to have problems again so did self diagnosis from Telstra website to find this modem was dropping out and was faulty. Once again contacted "support". After 45 mins on hold they say they will monitor for 24 hours. I told them I had heard that before! 24 hours later they send email saying there is no problems. But I know for a fact that the internet dropped out twice in that 24 hours that I knew about because I was on it at the time. No answer to that from Telstra. Next day modem dies all together. Contact support again. Another 45 mins on hold before they have to check everything again. Send photos of modem....no lights anywhere and they finally agree to send a new modem. Halleluiah!!!! All good I think....but no! Ask if I can pick up modem from Telstra store that is 10 mins from me. Telstra say "No, you have to wait for one to be mailed to you. It will take 3 to 5 working days!" Up to a week!? I explain someone in the house needs to work from home so can't wait up to a week. Telstra basically say they don't care. We have to wait. So I borrowed a spare modem from a friend so we have internet until mailed one arrives. Telstra see us on the internet so cancel problem report and cancel new modem without checking with us. So again phone "support" (please, God give me patience!) and after almost an hour on hold go through whole story again. Told we cannot use internet for a few days or new modem will be cancelled again. Telstra stores are owned by the same people so why can't they just contact store and arrange for me to pick up a modem. That's too easy apparently. Telstra have to inconvenience their customers as much as possible.
Its hard to know where to start here. I run a small business which healvily relies on internet conncection as most do. 7 days ago my NBN was cut off by Telstra as a completely different customer had the same S/N on there Smart Modem and had ceased there service which inturn ceased mine also. I have been given a massive runaround and 7 days later… Read more
am still without NBN. Telstra had admitted fault here but have had no urgency and communication upward or sidways to urgently rectify my issue. I really dont know which way to go apert from what i have done accept for now having to look at legal action. Telstra has a great product but extremely poor customer service so think twice before connecting. I would suggest trying to ring faults prior to signing up to anything as you will see what response times are like so you can make an informed decision.
I find this company incredulous - I have had so many problems this last year in regards to speed that I even had them change my modem but that didn't work. I then pursued it further and contacted them on numerous occasions and it was confirmed to me by their customer service agents that even though I have a plan 50mbps it doesn't mean that I will… Read more
get that - it can be from 30 to 50 depending on the situation. I live in a home by myself - I am the only person that uses my internet and yet they had further considerations to throw at me - the people that live around me and alot of people work at home - My neighbours all work away from home except the person that lives 4 doors up - she does work at home but also at the office. I could not believe this farce. How dare they even have the effrontery to state such ridiculous statements - I pay for 50mbps not 28 or 30 let alone 40 which when it actually happens I have an average of 30 at the most. This is highway robbery and someone should investigate this company. I don't mind paying for what I get but I have an issue for paying for something I don't receive. Just because it is Telstra this company should be investigated and believe me I will continue my belief that this is outrageous.
Fantastic service and support. I was with another company who could not transfer my service when moving due to the fact they did not search/enter my physical address in correctly. Telstra are the most reliable for NBN. Show details
Is Telstra really the place where the dead end people work? They don't even know what they're doing. I've been on the phone over 10 times, but they haven't really taken care of things. I think telstr need to train the people. Telstra is not the best. I will switch to other company. Show details
Overall I was happy with Telstra’s home internet. It was fast and reliable. My issue was in trying to cancel my service. We moved house and I found I could get a faster connection at a cheaper price with a competitor. I tried to disconnect in advance and Telstra told me it was not possible. I tried to disconnect after we moved and Telstra insisted… Read more
I had to return my modem or be charged $200 despite the fact that we had purchased the Telstra Smart modem Gen 3. They lied to me telling me it would not work on another network anyway, then tried to extort me by refusing to disconnect me until I gave them my modem. It was only my referring them to specific bills from 2022 itemising the smart modem repayment option charge that they gave up on the extortion and ended my service without charge or modem return. They were completely unapologetic. I am disgusted with this service and this behaviour.
unchanged from 20 years ago. the subcontinent figure that stands in the front desk bounced us out despite obvious knowledge of the need of a new replacement is the only solution to our problem So we left and uninstall the Telstra APP. The more Telstra not look after their customers the less likely they will ever grow. Reflected in the value of their shares which are half of its initial launch price.
Business land line has had problems since 06/12/2024. Today is the 18/03/2025. Telstra technicians have been out a number of times as well as local NBN twice. It's fixed for a short time but then problems again. 5 visits so far. Fixed for a week or so each time. Told I could have calls diverted to another number like my mobile but I don't want… Read more
calls diverted to it. I do like to take time off from my internet business. Maybe if I could have the calls diverted to the Telstra CEO it may get fixed sooner. I had to end up purchasing a temporary Telstra sim to use in another mobile. More expense. Telstra support call now and again but the phone doesn't ring for long. I need to contact Telstra and wait in the cue. Problems started with lightning strike up the road killing my phone. Purchased new phone and still no service. problem is not on my property, not in my street but up on the main road. Around 400-500 meters away. Always in the same place. I have had credit from Telstra for three months but as stated earlier. This is a business phone. I chose to have NBN for the internet and a copper wire for the landline. The reason for this is so if one goes out I would still have the other one working. I had NBN for both a few years ago but when the NBN went down, I had nothing. No internet and no business phone.
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Recently I was talking to support, and they confirm the fact that Telstra has the worst customer… Read more