Telstra Business

I recently attempted to purchase a new device through my Telstra plan. However, I was advised by the in-store consultant that there was a credit issue on my account. The consultant noted that the account was in credit and was unsure why this issue had arisen. I explained that when our NBN service was connected several months ago, Telstra failed to… Read more

disconnect our previous service. As a result, we were billed for both services concurrently for approximately three months. During this period, I withheld payment on one of the duplicate bills, as we were clearly being charged twice for the same service. Telstra subsequently restricted our service due to non-payment. When I contacted Telstra to resolve the matter, the error was identified, the duplicate service was cancelled, and our account was credited for the overpayments. Despite this being an acknowledged billing error on Telstra’s part, I have now been informed that my credit rating with Telstra has been negatively impacted because both accounts were not paid simultaneously. I discussed the matter with a Telstra business consultant who understood the situation and lodged a complaint on my behalf to have the issue rectified. I have since received a response from Telstra Complaints outlining general steps to improve my credit rating and advising that, if dissatisfied, I may contact the Telecommunications Ombudsman. The correspondence concluded by stating that Telstra was satisfied with its handling of the matter and that the case is now closed. As a Telstra customer of nearly twenty years, I am extremely disappointed with this response. I do not believe it is reasonable for my credit standing to be adversely affected as a result of a billing error that was acknowledged and corrected by Telstra.

I wish I could give a minus rating!!!We are a small business located in Victoria and relocated from one office to another in the same suburb. We have been a long-standing Telstra customer and trying to relocate our services with them has being the biggest mistake we could ever make. They are not only difficult to communicate with, they are… Read more

ridiculously expensive and one department doesn't communicate with another. Deadlines are never met, products are not available when promised, different people come on site each time without understanding what the previous team has done. We were put on stop credit when we owed them nothing resulting in not only our Internet but telephone services being cut off resulting in loss of business. Do not choose Telstra under any circumstances, they have gone from being one of the best telecommunication providers to the worst and most expensive. Why the Telstra board doesn't fire the CEO for incompetence is hard to understand, perhaps this is just another board that's out of touch with customer sentiment. This is clearly another corporate governance failure in Australia.

Telstra recently increased the price of services to homes including internet and phone. I have been trying to get Telstra to tell me the extent of my services in terms of cost and content so that I can compare and assess value against other providers. Every time I attempt to log into my Telstra services I get message "sorry something went wrong".… Read more

I have tried to set new passwords but still cannot access my accounts information. I have tried several more times to sign, I have made further complaints but to no avail. I have no doubt that Telstra is enjoying charging me but I would like to resolve this matter as soon as possible

Just tried to pay my Telstra bill. I have been paying through their automated bill paying system for years. They have recently changed everything, from invoicing, to plans, and pricing. They have removed their auto paying system, which took me about 30 seconds to pay my bill. Waited 12 minutes for a work at home person to answer the phone. She… Read more

could not hear me, so said she would hang up and call me back, which took about three minutes. Then I had to confirm my name, date of Birth and address. When this was competed, she had to send a SMS to my Husbands phone as he is the account holder, but I pay all the bills as he is very unwell. She then needs the code sent via the SMS, as God forbid, someone else wants to pay our bill!!!! My biggest concern is Telstra keep my Credit Card details stored, and I understood this was not allowed. She asked me to confirm the last four digits of my card only. I have never had that happen with any one else, and I pay all my bills over the phone. However, she said that it would take 24-48 hours to confirm payment, so could not give me a receipt number!! Again, no-one else takes more than a few seconds to confirm payment and give a receipt number! I then had three e-mails sent to me , two confirming my details, and one confirming, change of details, which are the same as they have always been!!!!! I asked her for a phone number to call someone who could tell me if the automated pay system would be reinstated, she said Telstra don't give out phone numbers! She did not know if or when it would be reinstated. I was told repeatedly if I persisted she would terminate the call. Who is running Telstra!!!! I think it is time to change providers.

We are a small business, did you know when you want to move your phone number to new premises your phone will be CUT OFF FOR AROUND 24 HOURS!!! Outrageous right! In 2025 how can this be? but it is. Anyway, this review is to say how well Craig employee number E027151 at Telstra reassured me that the work was being done to connect us, and how well… Read more

he explained it, instead of the 'computer says no' attitude that I got before. Top job Craig, give him a pay rise Telstra!

ZERO STARS - Have spent the best part of 3 days trying to sort out our account. On attempting to upgrade/or fix a phone was told we don't have credit due to bill payments potentially being late. We have always been on direct debit so this didn't make sense. After calling and being put through to several people who said nothing could be done, I… Read more

finally got someone who I thought was competent to help. We've had an account for 14+yrs under an ABN but for some reason when purchasing a few new phones in 2020, they set these up under a Sole Trader (however they did have our correct ABN on the account). Therefore at max purchase as a Sole trader. Meanwhile all linked somehow so looks fine on their rubbish website and app & for the store to view. They advised we could move these to the business account and be able to purchase/fix device. Once this was done, I tried to log a repair only to be told the "upgrade & protect" we've been paying doesn't transfer. In moving the phones across, this becomes null and void. Called again and spoke to an extremely derogative person who said nothing can be done, they obviously would have explained this before moving the devices over (never did). Threatened that they would listen in to the calls from previous where they would have explained this. Go ahead mate! Logged a complaint to be told same, but they could offer a refund. Was told we must have set it these up incorrectly ourselves and if we don't accept the refund for the upgrade and protect they'll just close the case as unresolved. WHERE IS THE CUSTOMER SERVICE? WE DID NOTHING WRONG, YET ARE THE ONES LEFT WITH THE ISSUE. TYPICAL TELCO WITH ALL THE POWER. DISGRACEFUL!!!!!

Time wasting incompetents – I have been a Telstra business customer for >20 years. I have always had my Foxtel through Telstra for invoicing convenience. This has always been a problem because I can't access my Foxtel except by Telstra. However. last month my Foxtel charge increased, without notice by 37%. I contacted Telstra via their Chat line to sort this out. I spent… Read more

over 3 hours "chatting". After 15 minutes I was told that "oh you are Business that is separate person. I put through to them." New person. "how we help you. Please identify yourself" another 15 minutes. "Oh I see you have problem with Foxtel. I'll put you through to the Foxtel person." and this went on and on. Long delays. Finally a suggestion. They would very generously give me a $40 discount the first month (that was the increase) but full charge after that. How does that sound to you. Me. "no good actually." I'll transfer you to someone else....."please identify your self." Me. I want to cancel my Foxtel from Telstra. Another hour went past. New chat as I had to log in again as they cut me off. Told them that I was fed up with Telstra, that I spend about $5,000 a year with them and was going to move my whole account to someone else. "We can assist you sir. Because you have been so inconvenienced we can give you a credit for your current invoice. $370. How does that sound? Me . Great thanks. Cancelled Foxtel through Telstra. Went direct to Foxtel and did a deal that will save me $60 per month.

Case # 2. Three weeks ago I contacted Telstra via chat to get an additional sim card for my son's new phone. Min cost $50 per month 25 GB, as I wanted to bundle on my account. Spent 1.5 hours on their chat line to do this being bounced around as before. All done will arrive in 3-5 days. It didn't. Contacted chat line again. There was a problem. We cancelled this order as there was a problem with the bundling. Thanks for telling me. He said he would fix it but would have to start all over again. Another 2 hour chat. To arrive in 3-5 days. It didn't Tried a third time. new chat. "We'll have to start again with this.....as there is an account problem" !!!!!!! Personal ID. same inane questions to answer. Will you need this overseas?? All organised. Told him I wanted delivery by next Wednesday cob at the very latest. No problem he said. This took another 90 minutes!!!That is now 3 days away and I'll see what happens. If not received all my business accounts and private accounts are leaving these Telstra consummate time wasters for good.

Let down by Telstra business – Can only receive Telstra calls for a new business, Calls from Optus advise that service is disconnected. Issue apparently could take 4 weeks. Ombudsman initial escalation didnt resolve issue. Not great for a new business. Sorry I believed that they would be a good partner for my business. I would never recommend them and will be escalating further. My advice is not to risk it based on my personal experience

Telstra business terrible service – Too hard to work with.. as a business customer for decades, its just getting too hard to do things with Telstra, trying to get a prepaid mobile .. as soon as they realize I'm a business customer it takes 10 times longer to get things done. Telstra used to be great, but their hopeless now.. Telstra you can contact me if your not happy about your review, I'll probably put you on hold or pass you on to someone that cant do anything. regards Peter Show details

Awful customer service, don't bother. We will be taking our business elsewhere – We bought a business and attempted to transfer the existing account over, the application was emailed to the relevant department on the 12 July with no response. On the 1 August I followed up and again no response. I called and spoke with someone on 15 August who assured me the paperwork was available but had not been attached to my request and… Read more

I would be contacted by Seema Shaikh a business consultant. I explained my dissatisfaction with the customer service to date and was informed it would be resolved and transferred with a matter of a few days and to expect a phone call.

I received no call but an email requesting the application form again as Seema did not have it- which I sent on 12 July and I resent the same form the consultant attached on 15 August and again after this request.

I have spent months waiting to transfer a business account, multiple emails and calls wasted with incompetent Telstra representatives.

The owner of the account has since received confirmation that my request was cancelled. I have not been contacted nor notified!

I have made a complaint and wonder if a representative will even make the effort of calling me back to discuss my complaint.

Awful customer service, don't bother. We will be taking our business elsewhere

Answer the dang phone – Can't speak to anyone. I don't have hours to waste sitting on hold. Thanks for nothing.

Telstra Nightmare – Telstra support. There is no support by Telstra for any problems one experiences. We run a cafe "Box Office' in Geelong, Victoria. For months we have been phoning business support, each call is about 1.5 to 2hrs., to date we have phoned about 20 times. No success other than a lot of promises by the useless call centre of Telstra. Our line speed is… Read more

0 to .3Mbps DAYLEY. On the 29/5/2024 I personally walked into the shop in Geelong and spoke to a rep. He listened and told me he could see this address has been red flagged many times. He told me he would send a tech to come out from Warrnambool. This place is 2.30hrs from where we are? Incredible, amazing. 31/5/2024 Day after my first write up. Contacted Telstra support on the 30/5/20124, after explaing our problem with our internet, he did something and it ran at 49Mbps. That night, this morning it,s down to 0.2Mbps again. Told a tech would come out between 8-12am on the 31/5/2024, NO ONE CAME.

0 stars – Whole of Rainbow Beach 4g network outage for 6 days due to there fault. We have a pizza business that relies on phone orders and 4g Eftpos for delivery. We have a proven loss of $13000 . As customers couldn't phone orders to us or pay Eftpos during the last week of school holidays, we lost all our profit during the holidays. Telstra have… Read more

rejected our claim and say it's our fault for not giving our customers other options to order and pay . Also telsta say there service is not a 24/7 guaranteed network. Fare enough half day to 24 hour to fix or update there network I could live with but not 6 days loss. We will be taking this further.

I would give Telstra business service to 0 – We have been loyal Telstra customers for over 25 years, but unfortunately, we have consistently experienced subpar service. Despite our attempts to switch providers, Telstra has refused to allow us to keep our long-standing business telephone number. As a result, we have been forced to continue using their services. Additionally, we have been… Read more

using direct debit to pay our bills, but when Telstra recently increased their prices, we were unable to adjust our payment amount. Despite numerous attempts to contact them and even visiting their store, we have received no assistance or resolution. we are extremely frustrated with the ongoing lack of support and continue to receive the same disappointing service.

One star is too many – I have spent hours on the phone trying to sort out various issues. I had an inexplicable 4 numbers on one account (only ever needed one). Even the bill was hard to pay! Leaving was a nightmare. Trying to transfer my business number was so hard I ended up getting a new one. And then I got a bill for the cancelled service. But when I contacted them… Read more

to find out what that was about and get it cancelled they couldn't because they didn't have my contact details....yep no joke. I got a bill for a phantom account. I'm still in the chat 75min later trying to sort it out only now it's a complaint as I have to go to a telstra store to rectify it.

Go to Aussie Broadband DO NOT USE TELSTRA – Vicki Brady should be sacked, the service that her company gives its clients is the worst I have every come across. The teams dont have a clue about what is going on and keep passing you on to the next offshore call centre with no responsibility or idea. Show details

Can’t rate below 1 star unfortunately – Never use these people. Promise you the world and deliver nothing. Worst customer service ever after you walk out the door Show details

I wish I could give negative stars – Absolutely useless!!! After spending half a day on the phone I was told to create a user ID as that would make helping me easier. Well after doing that and being told I did it successfully it now won't allow me to login. It repeatedly just says "oops something went wrong try again later." What a waste of a day! As soon as I have time I will be moving all of our phones to another company. Show details

Ruthless extortionists – Had an account with Telstra for years and always paid bills on time and stayed with them through multiple addresses. I closed down an account and 6 years later when I apply for a loan i find out there’s a default against my name from Telstra. I follow them up with multiple phone calls and going in store and no one can actually find a debt against… Read more

my name. Months later there experts finds something for the account I closed down and he says it was still open and had accrued nearly $3000 debt. He said they were sending bills to an old address that was not even the last service address to which I was being billed. I said I closed the account and he said I had to prove it or else pay up. When I just said I want to pay it so I can get on with my life he said the debt had been sold to a debt collector and gave me a number to call, the debt collector had no record of me or a debt and I had to chase multiple people and government agencies over months to find out who had the debt so I could pay it. Finally the TIO pressure Telstra and they admit that they held the debt all along and I could have just paid them. Now I have paid the debt and it’s still listed on my credit file as an unpaid debt and Telstra are so difficult to get hold of to confirm the debt has been paid. This whole saga has been going on for a year, these guys are ruthless experts at holding your financial health at ransome.

What service??? – After waiting on hold for 1hour the call was answered by a call centre in India. The operator barely spoke or understood English telling me to call the number I had been on hold for the last hour.?? But wait didn’t,Telstra state they were no longer using overseas call centres. How then can you trust or expect service from a supplier who tells you one thing then does the opposite? Telstra NO THANKS

appalling business methods – I have been with Telstra broadband for 30 years. I live now in an apartment style retirement village - dependent on the village owners to ensure that the nbn could get from the front door to my apartment. when this took a long time, Telstra, without warning, just cut off my internet because "I should be on the nbn". I can never speak to a live… Read more

person, their chat service is moron based. Finally, I have closed all my accounts and moved to a service - internet and mobile - which treats me with some respect. The Telstra board should be ashamed of themselves.

Worst telco provider in the history of telephones – Had my mobile disconnected suddenly with no notice (Feb 2023). Had stopped receiving invoices 3 months prior, and was paying what I calculated would be the monthly charge, in fact probably had paid too much. After the disconnection comes a whole series of futile attempts to contact Telstra Business. Up to or more than one hour waits in queues… Read more

forced to listen to messages about how good they are and trying to get you to go online or their app which probably would be equally as useless. Yesterday after waiting 40 mins on the general 13 20 00 number got a series of bot recordings, going through all the ID hoops etc, then being told by the machine that to continue I need to click the link sent to my phone! The phone is disconnected and cannot do this.

Then I tried their 'Business' help line 13 29 99

After all the annoying auto machine ID stuff, then comes the human (I presume) who can't find the account number I've had for over 30 years. This went on for ages, while being asked, again and again, for more layers of ID.

I also mentioned that I'd made several payments over the last few months, and had stopped getting invoices. She said that she was not able to resolve billing issues and would be transferred to 'billing' and just clicked me off and I heard a ring tone for about 4 minutes ---- then it disconnected the call!!

Online app/ Telstra log in – I have both an internet account and a mobile phone business account, do you think i can swith between the two to pay bill online... what a joke. Show details

More time on the phone to customer support than having a working account – Although the internet itself is good. My account services login has not worked for 3 months, over 8 hours on the phone and on chat and still they cannot figure it out. Show details

Telstra has given up on service – been trying for over a month to organise internet for our business and its been a disaster. This is on top of continued incorrect billing for our 1300 number for the business. Just cant seem to find anyone interested in solving our issues. Sad that you have to have experiences like these here in Australia. Business is now being held to ransom by a company that doesnt care. Show details

Disgraceful service – We are a pharmacy that has had their phone, fax and internet with Telstra for 8 years. Our landline phone was disconnected suddenly on the 27/01/22. After being on the phone with Telstra for two days and being told many different reasons why our phone wasn’t working, it turns out that our phone was disconnected due to a bill of $200 due on the… Read more

24/01/22. The elderly customers in our community were not able to phone the pharmacy and have medications delivered to their homes for two whole days because Telstra stuffed us around. A man named Jonathan that we spoke to on the 27/01/22 was especially rude and unhelpful. An essential health service was left with no landline because of a $200 bill that was overdue by three days. This was a HORRIBLE experience we had with Telstra and we will definitely be taking our business elsewhere. We will also be spreading the word to our customers on how we have been treated. Absolutely disgraceful Telstra.

If I could give less than one star I would!!!! Woeful, poor system, unable to contact – I run a business and have a business account with Telstra. I changed my direct debit details online as my credit card was defrauded and had to be cancelled. Thought I'd do the right thing and change my direct debit details with Telstra a week before the payment was due, after some many hours of contacting Telstra and going through their wait in… Read more

line for over an hour process, I managed to change the details. What was the point? Telstra still tried to deduct the money from the closed account then sent me an unpaid bill reminder. I got online and went through their system, too an hour of waiting and trying several times to simply make a payment on their "NEW" payment system. Finally got the thing to work, at least I have a receipt. Tried to check that my direct debit details were updated from last time, was unable to do this as their system kept stalling and then coming up with an error message. This has to be the worst business anywhere, a Telco that does not take phone calls, or makes finding their number for support so difficult that even when you do actually find a number and get through, you have to wait an hour in line to talk to someone, most times it's a robot, and may I add, the dumbest robot ever created.

All I want is for them to update my details when I ask, not to simply ignore me and charge a cancelled account, then charge me a late fee as if it was my fault they didn't update my details in a timely manner.

Woeful, Terrible, Systemic Incompetence, Rudeness, and Poor Service – Telstra business failed to send bills properly then cut me off without any warning or notification. I called to rectify and initially, they couldn't gain access to my account because I needed the overdue amount (on the account that they didn't send) to verify my identity. I had to find an archived account and still argue to be verified. They had… Read more

no justification for cutting me off without warning - standard procedure. on further complaining (not sure why I bothered) they lied to me about sending an SMS and trying to call. I checked my call and SMS history and this had not occurred. In total, this cost me 2.5 hours to sort out. This level of incompetence is not an outlying issue I've had with Telstra Business, and every issue I have costs me several hours of my life to resolve. the general theme is that you as the consumer will be punished for their ineffectiveness as a provider and have to sort it out. It's ironic that a service provider in communications has systemic communication defects. it would be funny if not for the fact that their incompetence in this regard can leave you with a poor credit rating due to an unpaid bill you've never been aware of. They cannot send bills via email, only post. yes actually. patently absurd!!! they say you can view accounts online - I have been able to do this once out of about 20 attempts over the years - there is almost always an issue with their webpage service. Trying to log in to the Telstra business portal is a joke - you get looped back to Telstra personal than when searching for an account you are told to go to Telstra tools. logging into Telstra tools loops you back to Telstra personal. there is no actual way to see the current account other than the printed version which is out of date by the time they send it and not always posted (they miss one every few months) Telstra simply would not be in business if it weren't for their monopoly on regional coverage. Telstra personal is hopefully less bad than Telstra business - I will personally switch over to see.

Minimal stars for minimal service – I wanted to change my mobile number from my business name to my personal name. I rang telstra and after waiting on hold over 30 minutes spent another 15 minutes trying to sort it. Of course I had to read 11 pages and complete 8 pages and because I wanted it done asap asked if I could submit it to a telstra branch to be told Yes. I asked… Read more

specifically “does it matter if I go to a business store, a franchise store or a telstra store” to be told no, any store will help you. I did go to my local store to be told they could not action my request and they could not access my details and that I had a DOT that they could not change. I did not know what a DOT was and when I questioned this, neither did the telstra person who also told me I had to provide the change of ownership request on business letter head. On asking to speak with someone who could sort this out for me I was told “the store does not have a manager and the assistant manager is not in until Friday”. I rang telstra complaints while I was in the store and was told I did not need a letter head. I gave up and walked out. You can’t even express legitimate frustration because it is seen as aggression. This is exactly why I moved my internet from telstra to Aussie Broadband and have not had one single problem since and guess what I am doing next with my mobile service?

No show - three time – I ordered a new phone/LAN and NBN, plus purchased a handset for a new office. Telstra won;t connect the phone until the NBN technician arrives. Tesltra are a no show three times - I have an empty office with no prhone, internet or printer for 6 weeks You simply can;t run a business like this  Show details

Stay Clear of this Business – Telstra offer small to large Business the ability to host and run your domain name thru there portal , DONT DO IT , this company has now sent all phone calls to a chat program which is staffed by people who do not know how to resolve issues , be warned if you use this company you might never get your domain name and email accounts back , Telstra… Read more

need to really go back to basics with good customer service channels and not this crap they are now offering, I urge everyone to transfer there services away if you can from telstra and go with anyone of your choosing , just dont go with telstra still fighting them and now this has been escalated like all past battles with telstra to the TIO, as a It Support business I am constantly spending hours on the phone for IT illiterate customers , Telstra does not care about you , they are only interested in Mega $$$ customers and not you do not waste your time dealing with them , if you can port your services over to anyone from Telstra I urge you to do it now