Telstra Broadband NBN 250/25 (Superfast)

Satisfied customer for superfast NBN tier – Yes, it is more expensive, BUT I've tried all the cheaper brands, and nothing compares to Tesltra's services. The only complaint to not get a 5-star review is the customer support. Very poor, just like everyone else in the telecommunications sector. Still, happy customer while the service works as advertised :) best speeds 270/25 approx. Show details

Whatever happened to "Great Customer Service"??? – Absolutely appalled with how Telstra handles customers. I've just had a manager (escalated as per my request) go, "How can I help you man?". I've been with Telstra for over a decade and NEVER have been spoken to like that. The call ended up with me cancelling one of my services. I'm a business customer as well, and the rest of the cancellations will follow. I pay for relationship - not just for a phone or internet service. Show details

Deliberately Hanged up - customer service – My name is B. El Wazni I called telstra today 06/03/24 at about 0850 am because a credit was not processed. Due date for the credit was 22/02/24. The telstra guy (with accent) asked for my bank details which prompted me to question why I should give him the details over the phone when telstra already got them and every month they deduct their… Read more

bills automatically from my account. He replied because they are on difference system. I said what??? What system ?Isn't all telstra ??? Look to my last bill..can you see it...he said yes...then I said look that I have a refund two weeks ago and it went to my account without the need to call and give my bank details. The telstra guy started to tell some nonsense reasons and after that he mentioned some thing that made me believe he is authentic telstra guy but may be he lacks of info and exp. I decided to give him my bank details but I had to go to drive my daughter to school so he agreed to make a call back@10:00am and he gave me a case number#78995416

@10:00am he did not call. So, at about 10:40am I called and telstra guy with an aussie accent was responding to my call. I directly gave him the case number then he said it is too long number. I repeated the number to him when he said again it is too long and don't be rude with me, I will hang up otherwise. I said to him this is the number given to me by the other guy. He said did he call you back when I said to him that you can see my case now why you said the number is too long then he replied, you are rude and he hanged up the call. Immediately, after his call, the other guy called and asked for my bank details so I gave him the information and finished the call.

It seems telstra guy who hanged up with me was setting close to the other telstra guy and they know and deliberately plan for this hanged up.

Anyway, I am having a trouble dealing was telstra and want to go for another provider.

So let me know in the comment if any one with good experience with internet providers.

Thank you

Awful connection & customer service – Moved house and signed up to Telstra NBN on their $115 super fast plan. Ever since getting it I experienced mutliple drop-outs every single day, to the point it was beyond frustrating. Did all the trouble shooting basics, replaced the internal HFC coaxial cable just in case - no difference. Spoke with their faults team to try and get it sorted… Read more

over 27 days.. They just kept asking me the same questions, telling me the drop outs were normal. They told me they would escalate my case to "Tier 2" on 2 occasions within that 27 day and I'd receive a call back from their team within 24-48 hours. Never got a call back either time. After 27 days of looping the same conversation and them I just wanted to cancel my plan, then they immediately moved me to a conversation with a Tier 2 operator, who was of absolutely no help whatsoever. So I cancelled the subscription, went to Aussie Broadband with the same modem and since then for $15 extra have had zero issues, 4 times the speed and their customer service is A grade. Absolutely hate how Telstra handled that, expecting them to be somewhat of a premium choice of ISP - They're literally the worst, and I've tried a few over the last 10 years. Absolute garbage and would give it a 0 if I could.

The worst customer service I have ever experienced – Whilst the internet connection itself is functional in accordance with the descriptions provided , the customer service is close to non-existent. In the past two weeks alone I have spent over 8 hours of my time on the phone and online app messaging trying to get someone to fix some minor issues with the NBN. During that time, actually talking to a… Read more

person is avoided at all costs, the app and website do everything in their power to force you into a conversation with a “bot” as opposed to a real technician. Once in contact with a real person it’s hard to get any kind of solution. long wait times, no solutions, incorrect message contacts, technicians arriving at my house with no prior contact or appointment, addressing and “finalizing” problems only to have the next employee tell me I have the same issue I just resolved. The entire experience was like running in a circle whilst blind folded. Communication was the key stand out, it didn’t exist. After 10 years as a loyal custom this latest run in was the last straw, I changed to a competing company and was amazed at how quick and easy the whole process could be. Shame on me or staying with Telstra as long as I did, do not make the same mistake.

Colossal waste of everyone’s time - Re NBN internet - faulty modem replacement - –  Nov 8 - Issue lodged re faulty modem  Nov 11 - The technician attended onsite and advised new modem is required  Nov – message Telstra that the modem is under warranty – was told a replacement will be shipped within 3 – 5 days  Nov 14 – Telstra was unable to find the order – so Telstra put another order in  Nov 21 - was told to visit a… Read more

physical Telstra Store, as they could not deliver to address  Nov 26 – went to Bendigo physical store, after waiting there for over 30mins, I was told I had to message Telstra because they didn't have in store  26 Nov - Messaged Telstra – They said they will put in a new new order for delivery  1 Dec - Telstra told me it will on the way and will be delivered on 1 Dec 2022 > never arrived  2 Dec – Told "failed due to internal system error” – told to visit the nearest physical store  2 Dec - Called the nearest store in Bendigo – same time, they did not recognise the modem reference “DEL00611326”, their system indicated the order to be “delivery to address" – they do not process collections from store  2 Dec – told they will deliver in 3 days after being told they can’t, and I needed to go to a store.

A colossal waste of everyone’s time, from my time to the store I had to pointlessly attend, to the countless messages back and forth with Telstra and to no end or resolution as of 2 Dec.

Do better and stop wasting your own time when telling customers their order has been shipped when in reality it’s not done, it was never done.

Should have been simple as:  Fault reported  Assessed / in person by a technician  A new modem was delivered.

upfront plans are the worse!! – I want the option to pay my bill as i wish, not have a payment taken out of my bank card! I used to be able to set up my account for all the services i pay for so it comes out fortnightly to stop bill shock but i can not do this with telstras new upfrontplans!! dont do it!! it is unnaffordable and its hard to manage!!! Show details

Hopeless service – First organised NBN with Telstra in April and an NBN appointment. Telstra (Manilla call centre) kept cancelling the order. Each time I made an Order (2 hours on the phone) to re-order the NBN service, I would get a call from the Manilla Call centre to cancel the order. The Australian sales team could not determine why the orders kept being… Read more

cancelled. I wanted the fast speed service that the other NBN providers could not match so I persisted. I re-ordered in May, June, July, and August. I waited 4 hours again for the NBN appointment. I just got a call from the Manilla Call Centre saying the order was cancelled. After calling the sales person who placed the last order 3 weeks ago, he again said he did not know why the order was cancelled and suggested a work around. I just gave up and Ordered through Optus that took 10 minutes. Dealing with Telstra is like threading a needle in the dark... good luck on your journey.

Update - Optus provided the service in 5 days! Unfortunately, they do not offer 250Mbps - speeds are consistently 110 - 130 Mbps including during peak times.

Disgusting service – The most terrible customer service I have ever had. Will never recommend them. The bigger they are the lesser they see how their customer support is. Simplest of requests are being terribly handled and their staff is extremely rude. Khadar one of their team leader highly rude and tell me Telstra doesn’t have a provision of cancelling a service… Read more

on the next renewal date and I must call them on a particular date to cancel it on that day. Even the smallest of providers doesn’t give you that much pain in resolving these issues as much as Telstra staff is giving. Never taking Telstra again in my life.

Frustration of dealing with Telstra/NBN – Issues with Telstra since they did an upgrade in our area November 2021. For 4 months we have been trying to resolve our issues. Promised that supervisor would give us a call - never happened. Promised twice that they were definitely sending out an NBN tech never arrived. Each time we get a test message asking us to call or they will close the… Read more

case. Each time we spend 1.5 hours with operator have to repeat our problems. Each time we get same answers which is just a way of getting us off the phone. Say they have tested the line and there is no problem. Wonder why they think we want to contact them so many times. There better things to do with my time. Have been keeping a log and reporting them to Ombudsman. Looking for new provider who can supply better customer service. (Also would be good to be able to understand the accent when speaking with them) So FRUSTRATED - OVER TELSTRA COMPLETELY. No customer service at all !!!