Telstra Broadband NBN 50/20 (Standard Plus)
Verified302 reviews
Regret – Don't do it, not worth it. Was told speed would double, and it is amazing how the speed test results have gone up a bit, but the actual daily working speed is worse than it was before we got NBN. Have not noticed any benefit at all, regret doing it. I contacted them about it but because the speed test shows an improvement, they won't do anything. Show details
Excellent Service For Many Years - Expensive Though And Lack of Loyalty Discounts – Fantastic reliability for many years on my FTTN connection. Speed is always faster than the minimum expected for my contract - even in the evenings. Telstra does not offer loyalty discounts, even for customers of decades standing like me. That is poor. I don't want points to buy things, I just want plain and simple discounts. However, from a… Read more
reliability stand point, I'd give my FTTN connection 9.5/10 over many years now. I always turn off my modem during close thunderstorms and replace my modem about every two to three years for reliability of connection. Customer service is fine although I've rarely had to call.
TELSTRA NBN a service to remember – Purchased a 50 G service 8 months ago, with a new phase 3 Modem they told me was the greatest around, It failed after 4 weeks, and after hours spent talking to their employees in India and after about 3 tries they tested it and sent me a replacement, great that overall took 4 weeks, then the second modem failed by dropping my speed back to 16 to… Read more
20G that was in January 2024, the sent an NBN teck man out after 2 weeks who tells me its the Modem Telstra tells me it is not, its the line in six months and 3 NBN visits on the 4 of June I received a new Moden but no leads, Again same 20 speed told to by my own Leeds so I got a new lead still nothing, If NBN is correct and Modem is correct it has to be the wall fitting installed by Telstra, but to have it checked and a replacement I have to pay my costs and find someone on do it. Then this morning received an email that the Internet will cost me $5-00 a month extra when the whole time I have been paying for 50 G and receiving 20 G, Buyer beware.
Reviews with attachments
I hope I never have to deal with Telstra’s rudeness and lack of customer support ever again – I have been a Telstra NBN customer since approximately June of 2020 (and was a mobile customer for many years prior). Up until may of this year, my service with Telstra had been mostly consistent, with only a few issues with the internet connection only dropping out occasionally. In May of 2023, I started to experience constant drop outs which… Read more
for me meant absolutely no internet connection due to my suburb (25km east of Melbourne CBD has a 5g blackspot, so I was unable to rely on their 5g backup modem.
Upon experiencing these dropouts I immediately contacted Telstra and notified them of the issues I had been experiencing, getting them to a knowledge that there was actually a fault was an extremely difficult process but finally they had agreed to send out an NBN technician. Suddenly several days later I receive a text message notifying me that NBN had cancelled the appointment at my residence with no valid reason supplied to me, I was still experiencing the same issues.
I contacted Telstra yet again and expressed to them that I had my NBN job automatically cancelled without reason as I was still experiencing these dropouts and my internet was completely unstable. They were once again very difficult to deal with and kept insinuating that I must be at fault as the NBN line is fine, bare in mind I have a computer science degree and am experienced in helping small businesses fix their IT networking issues, so I have profound experience with identifying the cause of any issues that can be resolved by the consumer, and this was not one of them. Finally after many gruelling conversations with different customer service consultants, an NBN technician was sent out finally, however he was only here very briefly and when he left, nothing had improved.
I then contacted Telstra and notified them that I was still experiencing the exact same issue, only this time I was not just contending with drop outs, I was also experiencing speeds of only between 2-4/mbps. Telstra assured me they would escalate my problem further and I would receive a call from a senior customer service representative within 24 hours. 48 hours had gone by and I had yet to receive any correspondence, I contacted Telstra and this time I was told they were sorry no one contacted me, but there were no notes on my account about my previous call, so I would now have to wait another 24-48 hours for someone to contact me back to discuss this issue further.
It was now the second week of June and after waiting another two days with no correspondence, I was growing increasingly concerned as I was unable to operate my small business from home and my partner was unable to work from home as required, I felt I had no alternative other than to contact the TIO in hopes to receive some assistance as soon as possible.
Two days after lodging the complaint with the TIO, I received a phone call from a Case Manager by the name of [Name Removed]. [Name Removed] proceeded to ask me what the issues were and had told me he had looked into my service and it appeared to be working fine, I can assure you, it was far from fine, so I insisted to [Name Removed] that we had major issues with the internet connection and he was saying these issues can’t always be resolved and sometimes it’s a limitation of the technology, I expressed to [Name Removed], if it was a limitation of the technology I wouldn’t have had a nearly flawless internet connection for the 3 years prior. [Name Removed] was extremely rude and dismissive and showed absolutely zero empathy towards my situation, he basically stated that my line would need to be monitored for several days before anything would be sent across to NBN. I was in disbelief, It had now been 3 weeks with a very poor connection and here was [Name Removed] being extremely combative and raising his tone with me explaining there was nothing further he could do. I asked [Name Removed] politely if I could please speak to a senior case manager, [Name Removed] refused to do this as he said it was against “Company Policy”.
I contacted the TIO immediately after my conversation with [Name Removed], and expressed to them I was highly concerned after being spoken to so poorly and increasingly concerned that [Name Removed] was not going to be the individual who would get my problems solved or even wanted to, the TIO took a note down and said to me that I have every right to ask to speak to [Name Removed]’s manager, the TIO also said they would update Telstra with my feedback in hopes this case would be transferred to a new case manager.
After waiting yet another couple of days, I received a call from Telstra, to my disappointment, it was [Name Removed]’s voice on the line, and already he was equally as rude and again refused to transfer me to anyone else and simply stated it was not my right to speak to anyone other than him, I asked [Name Removed] if he was refusing to allow me to speak to a manager, his answer was “No. I’m not refusing, it’s just against our policy”.
So not only was it against policy to be transferred to a different case manager, it was against policy to be able to talk to their supervisors/managers.
I felt I had no choice but to try and find a solution with [Name Removed] and give him the opportunity to try and help me further, this would turn out to be the biggest mistake ever.
Fast forward a week or so, another NBN technician attended my residence, it was now over a month with dropouts and slow speeds, the NBN technician expressed to me that he had changed a few things around and it how should be resolved, I was hopeful, but I was wrong, that evening yet again, same issues with dropouts and slow speeds.
At this point, I was beginning to grow increasingly upset, my partner who had recently made the move from Canada had just started her new job which required her to complete some work from home online, it was a requirement prior to her employment that she had a working internet connection and access to a computer at home, I had explained this to [Name Removed] and every other consultant but that didn’t seem to make any difference to how they treated me or my case, also with them knowing I had no 4G back up due to being in an apparent “Telstra 4G Black Spot”.
Another few weeks went by, still without a solid internet connection and incredibly slow speeds, after 5 emails sent to [Name Removed] with in a week updating him with screenshots of speed tests and expressing that this is becoming increasingly urgent to die my partners job being on the lined he had not never replied to a single email over a 7 day period, even though he specifically stated that I could email him at any time and he would respond as soon as possible,
After not hearing back from [Name Removed] via email, I then tried to contact him via phone, the receptionist had expressed she could see emails from me and was unsure why they hadn’t been responded to, I explained I was just as curious. After a whole 6 hour wait, [Name Removed] finally contacts me and when I questioned him about the emails I had sent, he simply said he only checks emails when it notifies him to contact me every two weeks. How utterly ridiculous, he had previously told me to contact him at any time via email. I was absolutely furious and demanded I speak with his manager, again he tried to deny me this but finally after me pushing the issue, I was transferred to a Case Manager Supervisor.
The Case manager supervisor asked me to explain the story from the start, she was extremely polite and attentive, she showed far more care and was very upset to hear that [Name Removed] had not been following up with me, and from now on I could call up and tell any of the staff to transfer me through to her directly, she would add a note on my account which would allow her staff to simply transfer me through to her, she even asked if I would like her to listen to [Name Removed]’s phone calls, I expressed I didn’t want to put [Name Removed]’s position at Telstra in jeopardy, I simply want a working internet connection, for the first time I thought we might be making progress, but oh was I so very wrong.
Within a few days two NBN technicians came out, they spent a couple of hours changing a few things around, the technician asked me to run a speed test so I did, I started reading out the result and he tapped his hand on my desk and abruptly said that I needed to show him, it was very odd behaviour, he insisted everything was fixed and I would not have any further problems, I said look sir I’m not particularly convinced because in the past the drop outs had been intermittent and he just dismissed me saying he’d been working very hard and the problem is fixed once and for all. I was apprehensive because of all my poor experiences this far, and sure enough I had reason to be.
Within a week and a half, my internet connection lost contact completely, absolutely zero connection to the NBN network, and zero connection to the 4g backup network due to me being in the Telstra Black Spot. I immediately emailed [Name Removed] hoping this time he’d surely check his emails, but yet again after another 3 emails I heard nothing back, I again contacted [Name Removed]’s office and yet again it was a nightmare trying to get a hold of him️, finally after several hours, he called me back and asked me what the issue was, I told him we now had no internet connection at all, it was no longer just slow and dropping out, it was completely not existent, he said he would need to arrange an NBN appointment again and asked when I would be home next, I told him Wednesday the 9th of August, he said he would contact NBN again and arrange for a technician to attend my premises. A few hours pass and I suddenly receive a text message saying a technician had been booked for Tuesday the 8th of August, I had specified several times to [Name Removed] that I would not be home on the Tuesday, only the Wednesday or Thursday. After a long day at work and another frustrating day of dealing with [Name Removed], I called Telstra immediately to notify them of this error and could they please change the NBN technician date, the customer service woman I spoke to informed me that [Name Removed] had not entered the job in the system properly so no one would be coming tomorrow, however she said she would fix this issue and get someone sent out between 1pm and 5pm on Thursday the 10th of August, I spent over an hour on the phone to her to achieve this result but at least NBN weren’t going to show up when I wasn’t here and waste their time.
Again, I was wrong to trust Telstra had done the right thing, I get a phone call whilst I am at work from an NBN technician saying he was at my house. I explained to him that I specifically told my case manager ([Name Removed]) that I would not be home on the Tuesday, only the Wednesday and Thursday would be appropriate times, the NBN technician said not to worry it’s not my fault, he said Telstra do this all the time.
You couldn’t make this up if you tried, I then emailed [Name Removed] to notify him of the mistake several times but never heard back, I then arrived home from work knowing I needed to contact telstra immediately after I finished work so I could reorganise another day for the NBN technician to come out, and the receptionist told me [Name Removed] was not available, I said this is very urgent, I have no internet at all now and the Supervisor I spoke to told me I could be connected through to her or a senior member at any time, the receptionist told me this was against company policy, I couldn’t honestly believe it.
I hung up the phone, contacted another NBN provider, they said if I switched my account over to them that they will have an NBN technician attend my premises within 24 hours and get this issue resolved once and for all, the process was so easy and efficient, he could run a test while I was on the phone and detected there was certainly a fault on the line and that it needed to be fixed immediately. The experience was a night and day difference, they were so caring and helpful, the complete opposite of Telstra.
I immediately contacted Telstra and told them to cancel my account effective immediately, it was a sigh of relief to know that I’ll never have to deal with Telstra anymore.
My final summary
I’m 36 years of age, over the years I’ve dealt with many different service providers and never have I experienced anything like this, it was by far the most stressful, awful and frustrating experience I’ve ever come across when dealing with a large company, I have no desire to ever wish you be a Telstra customer ever again, and I can assure you, everyone will be warned and my story will be shared to avoid some other poor soul to have to deal with your disgustingly low level of customer service. Your company has a lot of work to do, you should be embarrassed and ashamed of yourselves to treat customers like I have been treated. I first contacted you in MAY, it is now AUGUST and my connection still wasn’t fixed, only made worse, and the gruelling process you have in place within your customer service department is by far the worst I have ever seen.
There was once a time I would have paid extra because Telstra was a reliable company that provided a superior service, that statement is no longer true and you’re now the exact opposite of that.
Please everyone, I seriously urge you to do your research with other companies and research the market prior to just signing up with Telstra as to avoid anything like this happening to you.
- +1
Terrible connection - service NIL – Download 5Mbps, upload 5.4 Mbps - on a 50Mbps plan. Just had the external line fixed by Telstra , worked OK for a few days and now back to normal. Attached are Fing screenshots to confirm, and it took many attempts to load them. Still no improvements on the 11th July. 24th September update - It's an occasional burst and NO SERVICE most of the… Read more
time! Last 4 onsite visit tickets cancelled without notification. Submitted internal cabling NBN standards certification pass, by Telecom-Today - no reply from Telstra. Lev 2 supervisor had the audacity to imply that my internal Wi-Fi was disrupting the line due to an electronic device located near the Arcadyan router and I should change channels when had no service - What? Is Telstra hiring jokers or taking customers for a ride? How can the internal Wi-Fi interfere with an external signal not reaching the NBN FTTC router? Last tech suggested to go for the 100/20 plan. Again... What?
Customer service officer was very helpful but line was fixed 2 days later. Tech fixed issue (Node)… Read more
Internet out of use since storm – A week already since Iwehave lost our internet connection due to lightning via the nbn modem. Nbn came twice already to replace their modem ( great and quick service) but Telstra refuses to accept that their modem has been damaged ( wan is off whatever we try). We are hitting a roadblock, their customer service via the app is either useless or has been trained to delay the resolution of the problem. Ready to move my internet to another isp. Show details
NO support for decade long customers – Ive been a customer for over 15 years, in the same house and ive never had such a horrible experience. The internet has always been slow here, we have had countless Techs come out and dig up the yard, run lines under the ground, under the house, in different locations in the house with no difference..my dad is on dialysis so im already stressed… Read more
enough looking after him but this past year I have reached a new level of stress dealing with Telstra. I have been on the 24/7 chat EVERY single day since the 10th of May to the 27th of May (yesterday) filing complaint after complaint. I finallyyyy got help from ONE staff member in 15 years when I said I was going to contact the Telecommunications Ombudsman if I wasnt given the new Smart Modem as my modem was over 10 years old and not even what they stock, and [Name Removed] from the Faults team finally gave in after seeing my connection speeds and now with the new modem the internet is lightening speed! But that has been the only help ive encountered from Telstra in over a decade..after the modem arrived ive had issue after issue.. people fraudulently accessing my online account and changing details and Telstra cant tell me who it was or whats going on..then i had a complaints team member tell me to "make sure you keep up with your payments regardless if they are undisputed charges (e.g someone fraudulently buying stuff on my account, i should just pay for it) to make sure my service isnt disconnected... mind you she said this out of NOWHERE, had nothing to do with someone accessing my account without consent and withoht realising ive paid my bills on time every time for over 15 years.. ive currently got 2 open complaints and noone is touching base..ive asked to speak to a manager so many times i think im going to have a breakdown. I have barely been able to eat or sleep or work this month thats how bad the customer service and the resolutions have been, i am physically sick from having to email them constantly without anyone really caring or bothering to take time to understand where im coming from.. they act like computers rule the earth and if the computer says something then there is nothing they can possibly do to change it! I am currently looking at other providers as I am just completely depleted & an absolute mess..ive got screenshot proof and reference numbers for every little issue this month alone and basically every issue in 15 years and they dont do a thing.. they would rather look after brand new customers they lure in with free stuff than to give loyal long time decade long customers a free bottle of water they are the worst people to deal with and i will be a happy, relaxed, completely different person the day I get away from the greedy company. They will make you miserable and lose your mind!! Its been a living nightmare. I find it almost hilarious their motto at the end of emails is "Always here to help" LOL
Business plan, constant drop outs, technicians never show – It was fine until you have issues - drop outs constantly our NBN is not usable for more than 10 minutes without dropping out, we have been on the phone 5+ times trouble shooting and scheduled a technician twice and they haven’t showed when I’ve waited home, said it’s due to no issue on their end so they cancelled coming but yet I’ve been through… Read more
all trouble shooting with them and it’s unexplainable - we are moving provider when we pay top dollar on a business plan. Also promised call backs to cover our excess data on our phone plans due to hot spotting our business laptops to them and no return calls, always having to chase them up for hours at a time on the phone.
Positive reviews
Telstra is the best – I just changed from Dodo back to Telstra. The difference is irrefutable in terms of reliability, speed and performance. Whilst Telstra is more expensive compared to many of the other providers, you do get what you pay for. I don’t believe, having had a poor experience with budget providers due to frequent dropping out and very slow speeds even on… Read more
a higher tier plan, that I will ever change from Telstra. Their communication seems to have improved since I last used their services as I got regular emails to confirm delivery of the router and to confirm when my connection was ready. The set up is also very easy, literally plug and play. I should have never left in the first place!
NBN Great here – Connected in Macgregor ACT 2615 over year now awesome, Telstra offer of Standard Plus Speed (50mbps) getting pretty much 47mbps download noting to complain, no dropouts what so ever at this stage, with the Covid19 people been home internet was great, customer service not the best. Telstra been excellent so far. Show details
Telstra NBN - FTTN. Very Good. Upper Blue Mountains. NSW – I've been with Telstra for well over a decade and with the NBN for maybe five years, I'd estimate. In that time, I've had maybe five disruptions to service. Longest was maybe eight hours but that is very rare. My speed is very consistent, too. Around 51 down and 20, up. I have the Gen 2 Smart Modem and on the rare occasion the NBN is down, I… Read more
have fast 4G fallback service. I also have a 4G hotspot and mobile phone hot spots for back ups. Still, I wish I could get their 5G Home Internet, too. Strangely, my street cannot get this but when I check if I have good 5G reception, for the Telstra mobile internet phone plans, I am allowed to apply for that. Strange... Still, the NBN has been very good via Telstra FTTN for me. I'd give it 9/10 over the last five years and 7.5/10 for customer service. Sometimes, a few of the overseas call centre staff were just not up to scratch but Telstra are moving back to Australia for their call centres. Great!
Negative reviews
Telstra poor service – Prices going up again so decided to change providers. Saw Telstra had a deal on 100mbps speed that was cheaper than my 50mbps. So decided to use on line chat and check if I could get the cheaper deal. Usual answer..."No, it is for new customers only". I was having a problem with Telstra modem so asked to speak to tech to see if it could be fixed.… Read more
I had checked with Telstra's own on line trouble shooter and it said there was a problem with modem. After a very long conversation tech said there was no trouble with the modem. But their own on line tests said there was???? He promised they would monitor for 24 hours and either him or a colleague would ring back between 4.30 and 5pm the next day. Of course I never heard back from them. Usual level of useless service from Telstra tech. I was put back to general enquiries and explained re deal for 100mbps. Was now told "Yes, of course you can have that deal". Opposite to what I was told by first person. Then told there was a $99 connection fee. I said I was already with Telstra but she said there was still a $99 charge. So I said to leave it. I then went on line myself and changed my account to the higher speed of 100mbps and got the cheaper deal with no connection fee. Do Telstra staff know what they are talking about?? Then checked with the Telstra on line troubleshooter again and it reported that I had a problem with the modem???? Telstra just never get things right. Absolutely useless call centers and tech support. And to top it off even if there is a problem with the modem I would have to pay $228 for a modem that is locked to Telstra. Not likely! Now researching new provider to dump Telstra after many years.
They've got no idea – My mum needed to get ownership transferred from her husband to herself for an existing service (NBN). One of the staff at Telstra shop at Charlestown Square assisted her with this. A week later we discovered that nothing had been done. Went back to the shop and the staff said the case was closed with no notes. We again asked for this to be done… Read more
and were given a form to fill up. This time around we also included my details in the form as an authorised person so I could help my mum out as she has zero clue with all these tech stuff. Several days later her NBN connection was cancelled. Again, she went to the Telstra shop and they confirmed that the service was cancelled but had no idea why. A simple process of changing ownership of an existing service has turned into a complete @#@ show. When I called up to find out why the service was cancelled, they wouldn't speak to me because I wasn't the authorised person. Told them that we had put myself as the authorised person when we completed the change of ownership form. They didn't want to listen. Took my mum 3 times to get myself added to her account as an authorised person but by this time we were already frustrated by the incompetence displayed. She has been without internet for a week now. After being a Telstra customer for 20 years+ we've decided to sign up for a service with another provider. Took only 8 hours to get the new NBN connection up and running. Bye bye Telstra.
Find out how Telstra Broadband NBN 50/20 (Standard Plus) compares to other Internet Service Providers
Know better, choose better.
Telstra Obfuscation Tactics – I have been with Telstra for about ten months as at 9th January 2024. Our connection to the NBN network is FTTC with about six metres of copper line to the house, our Telstra Gen 3 modem is connected by an ethernet cable from the NBN box located in the office one and a half metres from the modem. Until recently this was more than adequate to… Read more
accommodate a 50 Mbps broadband plan to stream videos on demand, have wi-fi access to over thirteen devices and support access to our mobile service provider. Fast forward to early November 2023 and the Telstra broadband service basically went to “hell in a basket” with numerous disruptions I was able to photograph as the modem emulation screens were displayed on my desk top computer. I was watching a video on YouTube the first time it happened in early November 2023; the video just went into buffering mode and froze; it simply would not respond to attempts to exit the application. Streaming movies on demand or videos turned into a buffering nightmare. So, being a bit of an eager beaver, I use the Telstra app on my mobile and waste my time because the person on the help desk in India is clueless and is not interested in escalating the case. Then I email complaints@support-team.telstra.com which is diverted to the help desk in India and get the usual run around because the person is not a telecommunications technician and is also pretty much clueless. By the 4th January 2024 I had recorded forty-six broadband disconnections some of which dropped my home cellular service into an SOS state. Not good and still no qualified technical assistance from Telstra with their India help desk claiming the problem was due to an internal wiring fault. On the 4th January 2024 our Telstra Gen 3 modem was replaced but since then there have been no less than a further sixty-four recorded disruptions to our broadband service which meant the modems were not at fault in the first place. Still no qualified technical assistance and it is now the 9th February 2024 so I raise a complaint with the Telecommunications Industry Ombudsman and, guess what, Telstra make contact and advise that an NBN technician will arrive at our premises on 14th February 2024 to check for wiring issues. The attending NBN technician tested the line from the Telstra pit adjacent to our building and found it clear. The technician also checked and tested other internal telephone sockets and verified they were in-active and therefore not connected in any way to the issue at hand. The technician then inspected the Telstra pit and found that the digital subscriber line to the substation was still connected. This should have been disconnected when the NBN cable to the kerb was installed. The technician disconnected the digital subscriber line. At no time did the NBN technician say that the fault lay with the line between the Telstra pit and the building or with the internal wiring. Telstra then went on to claim that “their NBN workforce attended our premises and identified an internal wiring issue outside of the NBN network boundary point” despite the report from the NBN technician that there was no fault with the internal wiring to the first building socket outside the NBN network. My wife and I were both present when the technician discussed his findings and saw first-hand the photographs of the changes in the pit. By the 25th February I had recorded a further sixty-two broadband service disconnections (each one photographed from the modem emulation screen displayed on my desk top computer) and this does not include instances where I was unable to capture outages due to being occupied elsewhere. This made a total of one hundred and eight recorded broadband drop outs since early November 2023. Next, we receive an email on 26th February 2024, you guessed it, from the help desk in India, stating "our NBN workforce has attended the customer's premises and identified an internal wiring issue outside of the NBN network boundary point and to “liaise with the Body Corporate/Building Manager to rectify the internal cabling”. Like I said, they are clueless, there is no requirement for a Body Corporate/Building Manager for single owner-occupied buildings in Western Australia and I am not aware any such exist. I repudiated this claim which is patently false as there is no fault with the internal wiring to the first building socket outside the NBN network according to the first NBN technician’s report. During this period of being given the runaround, we were advised that Telstra would be monitoring our service for any drop outs, this did not happen or the disruptions would have been recorded. Since this has not been the case it would seem the help desk is incapable of detecting drop outs or has deliberately ignored the advisory. And while I am at it, what's with the silly times on the Telstra messages, if they are going to use military time 05:58 PM is not correct, it should either be 05:58 (which is in the morning) or 5:58 PM (which is in the afternoon). Such simple mistakes like this in Telstra messages do not inspire confidence in the sender. Another frustrating issue is the "no reply SMS" messages, the in-ability to reply prevents the immediate return of information pertinent to the need to generate the message in the first place. Come the 1st March 2024 and I receive another email claiming that “the NBN has advised us that they found internal wiring issue within your premises and since this is outside our boundary point (both NBN and Telstra) we suggest for you to coordinate with a private technician to check on your internal wiring that is affecting your NBN service” and that “we have already exhausted both NBN escalation and Telstra field services and your modem has already been replaced and unfortunately we are unable to touch your in premises wiring”. Telstra insist that “their NBN workforce attended our premises and identified an internal wiring issue outside of the NBN network boundary point”. This did not happen; an appointment had been scheduled for the morning of 1st March 2024 but was cancelled by SMS at 4:42 am WST the same morning with the excuse there was no need to re-check the internal wiring and further tests would be carried out on the NBN side of the network. Whatever that meant! I was affronted by Telstra still claiming the fault was in our internal wiring and fired off an email saying their claim was at complete odds to the report delivered by the NBN technician who visited our premises and who had assured us that there was NO fault in the line between the Telstra pit and the first socket in this building. I demanded that, if Telstra was still set on blaming the problem on our internal wiring, the technical evidence from the second NBN report (which claims our internal wiring is at fault) be made available. Failing that, I would have no choice but to decide this is just an extension of the obfuscation tactics employed by Telstra when confronted with unpalatable questions concerning network issues. So far, I have spent two months communicating with the help desk in India to get this resolved, it’s like talking to the HAL9000 from the movie after the central processing units were disconnected. Each time I have to explain that this is an intermittent broadband drop out which can also at times affect our cellular network and that, according to the first NBN technician’s report, there is NO fault with the internal wiring from the Telstra pit to the first building socket. Do they even read the case notes? In summary everything to date has been a concoction of misinformation, obfuscation, an unwillingness to accept responsibility and a thinly veiled attempt to shift responsibility to the customer.
Post Script A strange thing has happened, following a particularly virulent email to complaints@support-team.telstra.com on 25th February 2024 about more broadband service failures. I can no longer see the modem emulation screens on my desk top computer even though there are still buffering issues when streaming movies and videos on demand. This leads to a thought that the onset of broadband disconnections from early November 2023, and now the sudden absence of modem emulation screens, was a direct result of Telstra adjusting system settings. By removing evidence of broadband disconnections, and not being upfront with customers, Telstra have once again shown their contempt and hidden their incompetence behind a screen of obfuscation. Sadly, nothing can be done, Telstra operate on a loosely enforced charter (courtesy of former governments) and cannot be held fiscally accountable except under exceptional circumstances.
Recent reviews
Disgusting Customer Service – Loyal customer of 30 years plus, made a complaint about them offering new customers better prices and deals than long standing loyal customers and was told basically bad luck. The guy who rang me about my complaint was rude and refused to let me speak to a supervisor or Manager …. No customer service here what so ever, will be looking at taking my business elsewhere. Show details
thanks but no thanks – thanks for blocking my games without any indication, it is not spam/malicious whatever you IT personel think they are, i'm moving on. Show details
Decent broadband. No issues at all – Telstra may not represent the best value. But I have not had any issues for a number of years. I have FTTP and drop-outs are rare. If the line does drop out it is usually a router issue. Telstra Plus is a bonus as you can use points to buy things. It also lets you pay off an iPhone over time without a phone plan. Show details
Choose Telstra NBN at your peril! – When Telstra is good, it's very good and when it's bad, it's not fit for purpose (terrible). After decades of being a customer, and giving numerous chances, we are leaving. Telstra just makes it too difficult to be a customer. Forcing customers to download its App to get decent customer service is but one example. No explanations as to why… Read more
services are down is another. We are not unreasonable, and accept that technology is not perfect, but when services are down for days, and in our previous experience, months, you have to take a decisive stand. Not all of us use the NBN to download movies and TV. Some people need it for every day transactions and business. The NBN is corporate welfare. The Telcos profit and don't provide the services they are paid so richly to do. Shame on all politicians involved. I've always stated that the Telcos ought to have paid for the infrastructure and business which demanded it. It's been a hopeless flop for many customers, clearly, offering little to no benefit. The two stars is because when it's working, it has been reliable.
Worse than rating – They are even worse than zero. My internet keep disconnecting since first month, their customer service can only be available from the Mobile App. You won't get anyone answering the phone within 30 minutes. Every time they will ask you to do the same troubleshooting, and they know it was not working at all. Show details
Customer service pathetic! – Received an email from Telstra telling me my internet speed would change unless I upgraded as my "free upgrade to Standard Plus speed" was expiring. Never knew I had a free upgrade to begin with! Spent an hour on the message text chat board to Telstra getting totally contradictory advice and then a fruitless half hour on the phone trying to… Read more
speak to a human being on 132200. Telstra has turned into the most abysmal and unhelpful business to deal with I can imagine. John Glen Iris
Disconnect service without notice – As the title says Telstra can cut out your services within the charged period and they just tell you don't know what's going on and could not find any documents of this case. Spent an hour to have conversation with someone who wasn't willing to help. Gonna cancel it and not sure if able to get a refund back. NOT VALUABLE DO NOT WASTE YOUR TIME THERE ARE MANY PROVIDERS YOU CAN CHOOSE Show details
APPALLING – Absolutely appalling experience!!! NBN speed dropped from 50 Mbps to 0.60 Mbps intermittently and mostly during evening video streaming time. All the idiot Telstra staff in India could do is ask stupid questions like... "do you have your computer turned on?" "are all the wires connected?" and serial questions about confirming my identity and… Read more
tried to fix the problem by getting me to pay more with an upgrade. The easiest fix was to move over to Aussie Broadband, but now the problem is finding the cancel account facility on the hopeless Telstra website. As a sequel... the cancel account button could not be found because there isn't one. I finally got told from the online chat... "if you wish to cancel the service we do have a separate department for it", but there was no assistance as to finding that "separate department". Opening the account with Aussie Broadband was quick and as simple as it gets, and now after checking we have super fast NBN which reaches 100Mbps for the same price as Telstra!. Goodbye Telstra with Indian support... NEVER AGAIN.
Find out how Telstra Broadband NBN 50/20 (Standard Plus) compares to other Internet Service Providers
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Telstra are dishonest – After having the Telstra crew working on the nbn pit on the nature strip my internet starting dropping out frequently. (Never had drop outs for years prior). Have been trying to have this resolved for nearly a week. Telstra's call centre assure me a case manager named "Christine" will call and I receive a subsequent sms confirming this. By 3pm… Read more
the next day I receive an sms from "Christine" stating that she tried to ring but I missed the call, and that I should sms back with a suitable time. Rubbish! No missed calls on my phone. I try to ring the mobile number and it states the number is disconnected. No use sending a sms either then? Telstra lie. The mobile numbers and Case Managers are bogus.
Telstra NBN Speeds Falsified To Meet Targets – My Internet (Cable) stopped working. I still had internet on the backup 4G. Technician came and repaired Internet. The Technician was honest that my NBN did not meet the minimum speed tests for Download and Upload, (even when considering the distance I am from the Node?). He said he had tested my cable from the road to my home and it was fine, but… Read more
he could not get the minimum required speed test results to sign off the job. He said with the failed test, they would just get him to spend another hour retesting my line from the road to my house, which would be a waist of time as it was OK. The only way he could sign off my job was to go down the street closer to the Node? (Main Box) and retest there so it would pass. Later I received a message from Telstra that my job was complete. I had complained to Telstra when I first signed up to NBN years ago, that my speeds were much lower than expected. They ignored those complaints. So now after the repair, my speeds are still lower than those required even by Telstra. It appears my repair job was signed off by falsifying my speed tests to allow it to pass, (IE: doing the test closer to the main box to pass the test). How many others are receiving lower than expected Telstra internet speeds, but are having their speed signed off as acceptable. Makes you wonder about Telstra published NBN speed figures, if contractors are signing off substandard internet speeds, so as to sign off jobs and get paid.
Worst internet quality and NO customer support!! – I used their internet cable and NBN service over almost 10yrs. Throughout my experience, their service is only good when it works. As soon as you have any technical issues or others, they will literally do nothing while they are keen to take your $$$$. I canceled my account about a year ago and was told that any left-over credit will be… Read more
automatically transferred to mine. Only a few days ago, I noticed that i have been receiving an email from Telstra about the left over credit on my account.
I contacted them today to sort it out…then the staff said that they can’t do anything with the leftover credit because they can’t find my account even after giving my account number that is stated in the email that I received from them. It was literally “I can’t help you with it.. there is nth i can do..”
Wow.. i wonder why i am switched to other internet provider… telstra literally provide NO customer service!!! Now telstra is having my leftover credit and will not give it to me back!!! This is rip off!!!
I am taking them to the consumer affairs!!
Pls don’t even think about using their service! Telstra is one of the worst services i have experienced!!!
Substandard service for a premium price :( – We changed to Telstra NBN because we thought it would be a reliable service. The fact is that you will pay a premium price for the same or worse service than a much cheaper provider. Bigpond will only allow one email address per account (like how 1952? I have to share my husband's email account). You still wait for hours for customer service,… Read more
which at least has now been 'relocated' to Australia. Our very worst recent experience was when our internet was bumped to 4G meaning that it constantly dropped out and went really slow. After HOURS of talking to customer service and going through multiple reboot attempts under their instruction, we were advised that a technician would come out in two days. We had to rearrange our school holiday plans to facilitate this and were told to expect a call from the technician on the morning of the booking and to not miss this call as doing so would cancel our booking (why????). Anyway, what eventuated is that the NBN team called to confirm technician AFTERHOURS at 6.53pm the DAY BEFORE the booking on a PUBLIC HOLIDAY. LOL she even had the temerity to end the call with 'thank you for being a valued Telstra customer' as she confirmed that we would have to re start the whole process because we missed this call with no opportunity to call back. It has since taken several hours to re-establish a new appointment for next week meaning that I cannot access my remote work site and my son cannot access his online course. All because I missed an unnecessary call afterhours on a public holiday. If this is the kind of experience you want, with your shared family email etc...then go ahead and pay your massive monthly premium to be a 'valued Telstra customer'.
Most expensive but worst quality service. My account no. 2000 60824 6334 – My account no. 2000 60824 6334 Speed never exceeded 30mbps throughout service period (mostly 10-30) though they claimed to be 50mbps to be standard. Raised this issues with tech a few times, claimed everything is ok at their end. Recently speed drops below standard ADSL, and they told me everything is ok. I woke up today by news about ACCC… Read more
sueing the xxse of Telstra about their misleading claim of max speed thus I decided to call up Telstra to see what kind of compensation I can get. After 1 hour of hold and this, that bla bla I got nothing. Nothing is wrong they said, while I was looking at my downloading screen of Call of Duty Warzone, the speed was 2.78mbps. Well way to go NBN. Never again I said to my self. Fxxx Telstra, I cancelled the service and ordered a 5g modem with TPG to try my luck. Can't be any worse than Telstra right?
Worst Service Provider with zero knowledge customer service – Emma from Telstra, you are no asset to Telstra, with zero knowledge to support customer requirements, you have lost wonderful customers. Show details
Terrible from start – It took over 3 months to get nbn working from Telstra. First technician came to fix nbn, try to connect and when he said he couldn’t, told me to wait for a phone call when he connects and leaves. Second technician came to sort out why my phone was not working.. spent couple of hours then tell me they gave me the wrong phone number. I get a bill… Read more
for over $700 dollars because they sent 2 technicians and an initial setup cost. At the end I still didn’t get internet or phone running, call center from Philippines organized a dongle to use for the time been. 3 months later still no internet and a bill for service they did not provide.
Dreadful Service and efficiency, billing mistakes – The standard of this once glorious telco has really gone to the pits. (1) The beginning of the story is that i decided to try out the 5G internet broadband as they were giving 1 month free trial. A few days into it, I was sent a bill of $85 to pay for. When I went on the Telstra app to message the customer service, I had to explain more than 3… Read more
times before they got it. (2) I switched to the 4G broadband as my partner was getting headaches from the 5G modem. We signed up on Telstra Day where there was an offer of $20 off the usual price of $95/mth (for 6 months). You can imagine how upset I was when I received a bill for $95 (full price). Customer service checked and insisted the bill was correct and I explained to them maybe 5 times that I signed up for the discounted deal on Telstra Day. They did not know what I was talking about because they were not located in Australia!! It was just blood cuddling to have to explain and keep explaining, and to be billed wrongly TWICE. (3) But the best had yet to come - I had to move house and submitted a move order 2 weeks before the move. For some strange reason, it was cancelled and I was not notified. Then when I discovered it 2 days before my move, I contacted them and the Customer Service said that it was fine and ran through long list of questions and told me the order was submitted and I would have service by Tuesday (3 days later). But Tuesday came and there was no service - they said NBN company had issue, needed proof of occupancy. I submitted proof, then there was no news. 3 days later, there was still no broadband internet. There was no communication, and when I requested for NBN equipment to be sent to me (the previous owner took it), nothing. 10 days after I was supposed to have internet, they finally sent email to say they will send an NBN technician a week later. I couldn't believe it!! What did I need an NBN technician for? I need the NBN box! They could have sent it to me in express post and it would take just 2 days. But no, they schedule the appointment 1 WEEK later, which would put me without broadband internet for more than 2 full weeks. The Customer Service in the message app is simply hopeless and nobody is communicating to anyone. Even after I cancelled the 'order', I received an email saying 'congratulations on your recent purchase of unlimited broadband internet'. I think this automated system of Telstra has gone haywire and is absolute nonsense.
WOEFUL – Telstra deserves its one star; - and less. I switched to them ten days ago, but cancelled today before anything arrived! They told me my router would arrive 30 Sept, and their tracking system said it was "on the way" but on 30 Sept, after inquiry, they said it had not been sent? And then there was the porting of my number from my previous… Read more
provider. On that they said the provider had refused to release the number due to inaccurate information being provided. So I rang my previous provider who told me "there has been no request to port your number". When I asked Telstra to fix it as they had all the information needed they said "that is your responsibility" which is pure nonsense. So I cancelled the order. If they cannot deliver a router in ten days, and they tell a new customer to sort out the porting of their number with the previous provider they are demonstrating why their ratings are so low! I thought after all this time Telstra would have been able to get their act together; - but clearly they have not! The Internet in Australia is still a disaster. Since its inception I have NEVER had a provider where drop outs were not routine, first on FTN and then FTC. All providers promise the world, but I am now convinced there is no such thing in this country as a drop-out free internet, unless you live in a wealthy area where Government decided you should have FTP. Why, in 2022, can ALL Australians not have a dropout free internet? The providers blame NBNCO; - NBNCO blame the providers; - and the Government sits on the fence? Woeful; - and how many billions has it cost us?
Crap modem – Poor service with frequent dropouts, the Telstra smart gen 3 modem is terrible as my older models worked better & the same service fault returns once they close the complaint with temporary frequency changes. When you pay for a product you expect it to work as described but the Wi-Fi output is irregular, at least at my address & the customer… Read more
service is poor often requiring the telecommunications ombudsman to pull them into place after months of negotiations over, first having to provide evidence of your service difficulties, that's poor customer service & their NBN prices are inflated when compared to other providers comparable NBN plans & speeds & prices. So if you have the same concerns please voice them to help highlight the unfairness associated with staying with telstra, & their app can be good & complete crap requiring above android 7 to work effectively I believe. I hope this review helps them improve their services, through better customer service.
Dreadful Service over many years! – For over ten years we have had problems with ADSL internet drop out due to an outdated Telstra pit which was not only broken, but also had loose and rusting copper wiring. Telstra had failed to refurbish pit, so in desperation we had Fibre to the Premises installed at great cost. Having had Fibre to the Premises installed to our home last week, as… Read more
instructed by the NBN installer, I called Telstra to arrange a new plan to accomodate the new, much faster speed. Over six days and a total of over six hours on hold or talking to Telstra representatives, this apparently was too hard to do!! I was told that the Department handling Plan upgrades was too busy to accept calls and that someone would phone me within 47-72 hours. This never happened and I had to call again, only to be cut off after one hour on hold and no one calling me back! SO frustrating. All it took in the end, was a 17 minute phone call to Aussie Broadband and I was signed up and then within one hour, they had us connected at the superfast speed we requested! Fantastic service from Aussie Broadband and disgraceful service from Telstra, who we had been with for some twenty years.
trash dont buy from telstra – Scam it's mostly around 1 mbps instead of 50 mbps don't give telstra your money customer service is also trash they sent us a smart modem because our internet wasn't working and as expected the new one was even worse. Screw telstra Show details
I Got the 100/20 NBN because the internet was still crap for 1 month straight staying at 0.5 mbps… Read more
Very poor – I wish I still had ADSL. 6 times the NBN has failed, each time I get stick in a blame game between NBN and Telstra who appear to hate each other,racing me with the dog. Just refuse to pay the bill. Australians were totally ripped off with the band-aid NBN, not costed properly by Labour then compromised by Libs. Copper from the node, they didn't… Read more
even change it! The copper line is so old it's clearly unreliable.
The NBN is a total scam. Note the government won't tell us how much it cost. Multiple teams of executives snouts in the trough $500k a year each sacked over and over ......
Austria is incapable of doing infrastructure. I go to poor Asian countries and am amazed at the price and excellent quality.
NBN. Ripoff par excellence, Telstra support in general totally lacking. They don't appear to care.
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They have finally fixed it and gave me cash back for the inconvenience. but new costs are… Read more