Telstra Broadband NBN 25/5 (Standard)

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

Always worked well – Solid reliable service. We have been using the Telstra NBN service now for many years. Even the house move of service went well. Modem is 99.5% issue free but on rare occasion has wifi issue. Telstra loses 1 star due to recent price rise of low end plans and dropped superfast plans yet said nbn data was more expensive.....more speed is more data. $89 for nbn25 and a phone service with $$ overseas call rates is now a bit rich. Show details

No Wi-Fi wasted hours on customer chat – Service was ok until there was a problem. Telstra recognised the problem, suspended charges, sent new modem, activated charges again BUT THE PROBLEM WAS STILL THERE!!! Months later and after hours on Telstra chat, our wifi was still not working but now Telstra support blamed our devices. Changed provider and problem solved. I got $10 reimbursement on the next bill with a note that Telstra would charge us $200 if we didn't return the modem. Show details

The best plan for NBN – On Friday 10th November 2023 I decided to go for the Basic $85 Plan so I could get unlimited calls and data because I wasn't happy with Optus outage on Wednesday 8th November 2023. Show details

Pro active issue resolution – Credit's due to Telstra for handling a local outage. Received a text from them, informing they had switched my smart modem to Telstra mobile network because of an outage. Connections held up, and later that day received a message that issue had been resolved and all was back normal again. As I rely heavily on them( working from home and in video calls the whole day) I appreciated this approach a lot. Show details

Report on contractors who installed nbn at my place in Caringbah – Mimi Kanoun and Morice Kanoun were outstanding technicians who are brilliant at installing the nbn but are also punctual, polite and go to great lengths to check that the installation really works!!!!! I was SO impressed with these two gentlemen! What professionals! Show details

Unreliable service and horrible customer service – Absolutely the worst customer service I think I have ever experienced. My internet is unreliable and will frequently go into a "backup sim mode". This mode is slow and doesn't allow for continuous internet connection, meaning it does not support any operations required to work from home. When customer services and faults teams are contacted no one… Read more

is able to help and I have been left in a constant cycle of online holds and unresponsive online texting teams. Just so poor, especially considering Telstra has just recently increased pricing for this service. I do not recommend this service to anyone.

Negative webmail but positive bill-assist experiences – Reviewers have already commented on their Telstra matters. For weary quality iP searchers, go to Ripple Network/s reviews. This review deals with T's webmail for emails. BUT IT designers still need to add a screen warning when creating emails to STOP bouncing user off site mid-email draft! If there had been 'minutes-countdown' or 'extend session'… Read more

banner pop-ups (like at Commbank and Peoples Choice Credit Union respectively) I would not have had to utter inelegant language over 3 re-logins to finish up. (I don't use MS Outlook because of software complaints.) It seems my single feedback to T's frontline customer service has as yet gone nowhere. More reviews on this issue might have a noticeable knock-on tidal wave effect as well as direct feedback to T.

Re: speed, truly cannot say as I have an old PC. Re: Value for landline inclusive rate a 10 on current old plan that T no longer offers. POSITIVE 10 score for T's Billing Assistance team that worked with this customer on payment issues.

Another unhappy customer – Annoyingly, I just lost my review, probably poor internet connection. I’ll keep this short now as my experiences relates to many others here, one is just about customer service. If you think you are signing up to a strong Aussie business who will look after you, think again.. If you have problems, your choices are to ring and wait on hold for… Read more

“who knows how long” as the best I got was 47 minutes before hanging up. Jump on the app and “chat” to be run around in circles and spend up to an hour and not get an answer to your query. I have been run around several times now that I suspect in each case I was talking to AI. After asking, I was assured, in a roundabout way, I was talking to a human. If true, they have a poor grasp of the English language. They always blame NBN Co for all issues. I just needed a simple answer as to where to return equipment and was run around in circles, and never got the address… Previous enquiries have related to my speed, but I could never get an answer after several hours “chatting”. So, whilst you will pay a premium and get “reward points” worth nothing, don’t expect any help if service goes bad…. Their is no customer service..

Telstra are an absolute disaster, please choose another provider - low speeds down to 2mbs for over 2 months, no action – I made a complaint that my nbn had speeds below 2mbs back in late may, it’s now late July and after 2 months I still have the same issue. You have sent two nbn technicians out who have only made the issue worse, you promised you would send out a new modem to see if that resolved the issue that hasn’t been done after several weeks, I have only… Read more

received lies and excuses, even after escalation with the TIO you are still not helping me solve this problem or prioritising this issue.

Telstra you are by far the most disrespectful, inconsiderate, arrogant company I have ever had the displeasure of dealing with, the reality is you do not care about your customers and you’ve demonstrated nothing but complaint lack of interest in trying to fix my service, you have cost me work, you have cost my partner work as we have not been able to use our internet consistently.

Please stay way from this terrible company wherever possible.

Customer service is a terrible experience – Unfortunately, we don't have a decent customer service anymore. We are paying for that and should be polite and trained to solve our problems, not to give us more stress and be rude. They give the option to move to a better company that can provide better service. Show details

All good until it's not – No problems for 2 years but the past 4 months nothing but problems. Now out of the blue no NBN why because they canceled it. Supposed to cancel my wifi booster that I never received but they kept charging me for but instead canceled my NBN. Talking to customer support for over an hour before I gave up, they were trying to verify my account even… Read more

though I provided my account number. Looks like they did me a favour. As it says in the header once you have a problem it's a problem for life. So like cancer cut it off and try someone else.

This is basically a scam – I’ve had to turn off my Wi-Fi from my phone just to write this review. This Internet is so bad. This Internet won’t even run Netflix without pausing, and in peak hour, you won’t even be able to open a website. I’ve tried to make a complaint, however, the call centre is not open on weekends, it sends you a link to the MyTelstra app, which the… Read more

Internet is not fast enough to open before it times out. Sign up to this if you want to experience the nostalgia of dial up Internet. If only I could give zero stars!

Don’t go with Telstra – Don’t go with telstra it took them 4 months to connect to me to my home that had nbn installed already and i have had problems with internet dropping out and modem did a software update and for some reason and internet did not work i had to reset the telstra modem gen 2 to fix the problem too expensive and not worth it and i had signed up for 25/5… Read more

and now its changed to 25/4 And now i don’t receive payment receipts emailed to me like i did before and i only have 1 nbn phone socket and there are issues with the app and numbers that you ring on your home phone does not appear on the bill DONT GO WITH TELSTRA GO WITH Aussie Broadband they have a much better service then telstra and better customer service and i have never had a issue with them

Don't touch this company – I have spent 20 hours waiting at home for 5 different technician appointments, they continue to not show up. I've spent an additional 15 hours on the phone to different Telstra employees each more incompetent than the last. Telstra managed to duplicate my order (with errors) over 6 times in their system resulting in hundreds of calls to me to… Read more

organise things incorrectly and of course sox lots of billing- none of which is sorted out still despite my repeated attempts. I'm a priority assist customer which means I have a life threatening condition and NEED my nbn and home phone services connected with PRIORITY. However even with that promised urgency in the delivery of my phone line they still can't connect it as they can't get their crap together enough to figure out how to pass on a message to send out a technician nor can anyone at the call centre agree what services I need. I've booked call backs with 7 different employees in the hopes of not having to start from scratch every time I get a call from a new person but of course they tell me they'll call me back and never do. If you have any option other than this company GO SOMEWHERE ELSE. Unfortunately for those of us with life threatening illnesses living rurally THIS is what we are expected to endure

They bill you even they don’t provide the service – Useless. Have been connected nbn since April 21 , service was not connected properly and I have been using 4G backup data . Called customer service multiple times and every time they asked me to reset modem , unplug cable, replyg cable. And I asked to get a refund and all they said was they would fix the technical issue and gave me refund. Nothing happened ! I am sick if this company. Show details

Not a fan – Internet is good customer service and everything else is terrible, Telstra wont listen and don't follow through with anything after chatting to them. I would not recommend and I will be using any other provider from now on... Show details

Telstra NBN was a step backwards – I had a Telstra Cable broadband for years and it worked reasonably well. Sure it was bit pricey and did sometimes dropped out when it rained heavy, but generally it served us well and I was happy with the service. Things changed in November when Telstra said my service was no longer available and I had to move to NBN. In fact the conversation… Read more

went along the lines “we are going to disconnect your line, would you like to discuss our NBN options or should we terminate your account”. I had been a Telstra customer for 20+ years. Under pressure, I picked an option that costed roughly the same I paid for my old service. I noticed later that the speed was only a quarter of what I was getting before but that’s a story for another day.

What happened next was they still disconnected my cable and I was booked “first available NBN appointment” in 10 days. I managed to change that to 5 days online later that arvo. They said the 4G backup on my modem would work and give me 4G internet access till NBN is connected, which it didn’t, despite of several chats with Telstra support. They were very positive though and spoke to me in encouraging tones like I was 5 years old. “thank you so much for doing that!” I was rewarded after successfully managing to press the reset button for 10s. Or “thank you for patience, we are almost there!”. In the end we never got there and the 4G backup has not worked to date.

The installation day finally came and the guy did a very good job. He even replaced cracked junction box on my front porch. Had a good chat with him after and he mentioned the reason I’m losing connection when it rains is that Telstra no longer does preventative maintenance on the pits so the drains get clogged over time and the pits fill with water. Anyway, I digress, my brand spanking new Telstra NBN was now up & running and I was getting steady 20~25 MBs all day. Until a week later when it dropped first time. “Unplanned outage” they call them. With no 4G backup I was back in the dark. With people studying / working from home internet is no longer a “video entertainment thing” like Tony Abbott infamously stated some years back. Very frustrating.

Since I got Telstra NBN installed I’ve now had 3 outages in as many weeks. My old cable had probably 3 outages a year (and was 4 x faster). I’m still trying to get my 4G backup working but end up running the same re-boot & reset dance with somebody from Telstra support each time. I’ve been offered “some compensation” on my next bill for the outage days, but yet to see what that means.

I’m now trying to get out of the Telstra contract without paying for the “free” Telstra Gen 2 modem (got now two of them, the old and the new one). Apparently if I leave in 24 months I have to pay $216. My next port of call is ACCC on the grounds that Telstra does not seem to be able to provide me the service I’m subscribed to. At least to a standard one could reasonably expect. Hang on, maybe that’s why they offered me the “compensation” for the outages, so I cannot make the argument I’m paying for something I’m not getting? Cheeky bastards, you are doing a great job!

Complete failure of customer service – Telstra told me that moving my Mum's broadband on a home move would take mo more than five business days, and require me only plugging back in the router at the other end. Getting this supposedly sorted only took me an hour and a half on the phone. On business day ten, when not one thing had been done about it by Telstra (and another hour and a… Read more

half of irate communication), I was told that it might take another up to 48 hours to complete. A competitor had the NBN connected about two hours later, on a faster plan, for less monthly cost.

Telstra, that was a total and utter failure.

Discriminating – I like how this company judges people by offering 2,500 points for people who are vaccinated. How very sickening why don’t you give points to people who pay their bills on time Think I’ll be changing companies as I don’t deal with judgemental companies. Oh do I still get the free modem you offered due to the fact I’ve only had one vaccination jab Show details

Slow and poor Internet, Internet cut off randomly, Horrible customer service – Internet is constantly spiking, slow when using it for games. One of the best part is how no notice was given during an Internet update, and I was cut off halfway when I was doing my final exam, how hard is it to give a notice before hand of an Internet update Telstra? Truly such a ridiculous Internet provider, cutting off the internet without any… Read more

prior notice. Was in a package subscription, but the price for it was differently monthly, and was higher than the original offer. I'm truly disappointed by the horrible service, would NOT EVER recommend Telstra. Ridiculous, Horrible Internet.

Absolutely appalling customer service – Telstra couldn't care less about their customers. They direct you to enquire about their telecommunications using an App instead of taking a phone call (a telecommunications company without a telecommunications option?!), only for you to have to repeat yourself over and over and over again to a bot and then to an unnamed customer service rep. … Read more

You sit there waiting like an idiot for someone to respond, because your time is worth less than theirs.

The internet service is semi-reliable. It drops out randomly, the speed is up and down, and they don't care when you report the issue!

They fail to fulfil their promises (I was promised a bill credit because their internet service dropped out and they couldn't fix it 2 months ago and they haven't added it to my account meaning I have to spend my time chasing it). They couldn't make it any clearer that they do NOT care about their customers

They're the most expensive company in the industry but they have the monopoly on the market and leave most of us in regional areas without much choice

If you can at all help it, DON'T GO WITH TELSTRA!

You Can Live without Telstra – Telstra has not been able to connect my property to the nbn for more than 3 months. Despite being connected to the nbn 5 years ago when it was built.  Show details

Internet was ok but getting bill charges even I do not live in Sydney anymore! – NBN was ok when we had it and was a customer for about 4 1/2 years. The problem is that I moved out in May to Brisbane and so as my family by the end of June and requested the service to be disconnected from late June. Guess what, I am still getting emails with the same amount to be paid by the end of every freaking month even though I talked to… Read more

them 3 times and was told that they had disconnected and solved the case, but today I had another bill. Had wasted about 1 hr already talking to them already with the same issue, same blah blah blah and still getting charge. Unbelievable and such a waste of my time talking to them again to remove this bill, etc. etc. etc. and I bet my legs that next month in September I will get another email from them. Either their system is crap or there is no communication between them. I am tired of this already and this is getting to the point of being beyond ridiculous.

Staff are painful – The staff always seem so uninformed and terrible at their jobs. You get a different answer from each member and have to keep calling to finally get your issue resolved. Telstra really need to step up their game they aren't the only players around anymore.  Show details

Absolute theft, no more Telstra for me! – Hi, I have benne with Telstra more than years and a very lazy and expensive choice. After 3 years in a row that Telstra increased monthly fees for just internet broadband , I finally decided not to pay anymore for this! 80$ per month for have unlimited data when TPG and other competitors charge less! I am now with TPG and it was the best choice!… Read more

I only pay 69$ and I have a brand new modem . I have unlimited data and most importantly... It is incredibly faster!!! I have the 50mg traffic and everything in my house runs incredibly fast!

Telstra... You clearly do not care about customer service and despite I spoke 3 times to your sales people or customer service they did not even bother try to keep me with Telstra!

Bye bye Telstra! I really hope I am not going to give you one more cent.

I felt cheated by Telstra – The service has actually worked for us but that's where it ended. My speeds were much higher previously and they assured me on the chat line that they would continue when I signed up for 24 months contract. In fact they were a quarter of the previous speed. And then there was there a contract: you could leave at any time just pay the $2000 balance… Read more

on the modem??? I'd like to see a $2000 modem! I just don't like the way Telstra does business and it's not the 1st time I've come across this with Telstra.

Worst service, if i get it working! – I was with Telstra at my old house and it was great! Fast and very rarely had an issue. I Moved house over a month ago and had issues straight away, the modem was not connecting to nbn, Telstra said they need a technician to come Out, they’ve made 5 bookings in the last month and not one has turned up to the property. They keep telling me it’s… Read more

been fixed on their end or they’ve had booking issues. A month later I’ve still no nbn connection and I’m Just about done and ready to move service provider.

Slow NBN – 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… Read more

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.

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… Read more

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 website. It's a bot or a message to go to Telstra.com I wanted to get a decent internet They want to charge me 3 times what I used to pay and give me heaps of GBs I use maybe MAX 25gbs a month Why do I need 500 gbs? I want to be able to have the internet They're not giving decent speed Instead they want to - imho - deliberately slow down internet forcing people to pay more Well I won't be having it If it rains- internet drops out Thunder - internet drops out Sunshine - internet drops out Nights - internet drops out Days - internet drops out I had better internet with dial up in the 1990s 30 years ago the internet was better 2 years ago it was great So why this disgusting disgraceful mess called Telstra NBN

I've had it and will be cancelling my Telstra and my mothers and my aunts I control three Telstra accounts and all 3 are getting cancelled I'm sick of this rubbish

Inept – On 25th Feb 2021 we took possession of a new residence. The residence had a new, working telstra NBN service. I put in a "moving home " work order request. Telstra sent out a new smart modem. Exactly the same as the one already in place and working at the new residence. I recieved and signed for the modem. Tbe following day I recieved a call from… Read more

Telstra to tell me it would take 4 weeks for a technician to come an install my modem and connect the residence to the nbn. Thats despite me selecting self install and the existing modem at the residence still working. That night I recieved an email nitifying me that before Telstra could proceed they required proof of residence. Frustration got the better of me so I cancelled the work order and thought Testra do not deserve my business. After 8 weeks of chewing through my mobile data I thought what the heck how hard can it be. So I went down to the Telstra shop (Lismore Square). Apparently the first available appointment was Thursday. It was Tuesday 11am for god sake!!..its becoming a game so I started an online message conversation. After 7 hours and 8 different consultants Ive given up. Telstra are inept, there is no customer service and after 30 years of loyal patronage Telstra DO NOT DESERVE ANY BUSINESS let alone my business.

Irony – Can’t discuss the connection I’ve the phone? They can’t call or text? But hang on aren’t you a telco? You’re forced to sit there texting them while they deal with 5 other conversations simultaneously. Hideous customer service.