horrible overpriced services
was a customer for over 5 years. they refused to upgrade or repair the copper, and calling customer support was a nightmare. people reading from a script who clearly had no idea about telephone technology issues, and they didn't seem to care if you have a problem or if it gets resolved!
will never be a customer with them ever again, and I tell everyone to avoid telstra if at all possible.
Complaints Never Resolved
When you have a complaint for bad service , errors etc.etc. their overseas call centre never resolve the problem they pass you and keep on passing you to all of their friends and NEVER resolve anything time to get rid of them . Choose wisely but never any provider such as Telstra who will rip you off on service and does not fix anything.
Don't buy from Telstra online!!!
I purchased a prepaid mobile phone from Telstra on 29/9/19 it is now over a month and still order hasn't been sent. They have tried every excuse. I contacted them via LiveChat, 132200 and 1320000 to lodge a complaint as shown on the Telstra website all to no avail they refused to let me speak with anyone in Australia or to even lodge a complaint. Contacted TIO, Telstra overseas call centre handle this. They send you an email saying they will be in contact with you on a certain day. Waite around all day only to receive another email saying they ...could not get in contact with me maybe because they had the wrong phone number and that they can't reach me via email??? hmm I wonder how I received and responded to the email if I was unattainable via email???? They give you a 1800 number and a PIN to enter with a contact of who is handling your complaint. I've rung twice now and they keep you on hold each phone call lasts over half and hour with no resolution. They say that matter is closed/resolved, it was never addressed. You can't speak with anyone in Australia it's a shame they did away with Australian workers who could have addressed a simple matter before it was blown out of proportion costing Telstra more in the long run than a overseas call centre operator who cannot understand the issue and you just keep getting put through hoops,. A lot of people would just give up but I'm not letting a big corporation like Telstra put it over the little guy. All of the previous 1800 Telstra complaints phone numbers have been disconnected. No matter how hard you try you cannot speak with anyone in Australia or even anyone who can actually just address the issue. No resolve it keeps going on, my guess is in the hope you just give up and they keep your money. I paid for the phone with Paypal and have lodged a buyer protection claim with them I'm not holding my breath! I have now contacted the Office of the CEO not holding my breath there either. I warn others who think they will support Telstra being Australian and claiming to have the biggest and best coverage. I'm in the bush and Optus actually has better coverage I wish I had of just stayed with them. Telstra refuse to cancel my order and refund my money. Telstra lured me with a great offer as they say if it sounds to good to be true it probably is! Stay away! The Telstra shops aren't any better staff have no authority and are inexperienced and rely on the website for information. I have to drive two hours to my nearest one. An overseas call centre operator can advise you to go to your nearest Telstra store they don't understand it is a 2 hour drive or even care if you break your neck to get there. No one has even said sorry Telstra is like "the computer says no"! cough cough! Save yourself the wasted time and headache! Stay away from Telstra! This is the way an Australian identity treats suffering drought affected farmers so much for brand loyalty. Telstra does not care!
two months and account still not closed
Never deal with Telstra. Asked to close my internet/foxtel/phone bundle 2 months ago and they still have not closed it. Every excuse under the sun other than just simply close. Incompetence at every level.
Further we have made complaints, raised the issue with the ombudsman which is ongoing and despite all this they still have not done the very simple thing of close the account.
All they say is we have raised the issue and they are waiting on someone internally to do something. But when we suggest that possibly that person is not doing ...what they need to OR ask why that person has not done anything we get told aggressively we need to just wait. Well two months is waiting long enough for something that should have been straight away. Never buy ANYTHING from this company.
Telstra! Start reading these reviews!!!!
My recently widowed 83 yo dad who has minimal sight and multiple major medical conditions cannot live without his landline. He also has ‘Priority Assist’ to enable immediate access to 000 if necessary. He has been a client of Telstra for over 30 years never failing to pay bills ahead of due date. Since NBN Connection he has had numerous occasions with no working phone line for hours at a time. But this week was the ultimate. His phone was disconnected as he failed to pay the $65 bill from last month - he never received the bill! I spent an...hour on the phone with Telstra trying to sort out what had happened. It seems ‘their system’ automatically disconnects clients once unpaid bills run over a certain number of days - without a warning ‘of disconnection’ notice! How can you pay a bill if you don’t get it??? I told Telstra I would pay the bill with c/c over the phone immediately and not only did they bill me for the outstanding amount, but they also took an addition $60 odd dollars for the latest bill which their system had generated (but had not as yet mailed out!!!!) They then advised that it would take between 4-24 hrs to reconnect him! I again told them he was high medical needs and was on their Priority Assist service. I was then told that Priority Assist service only last 2 years then drops off their system!!!! Again, dad got no notification of that termination!!! It took more than all my strength to remain calm by this point. Bluntly a 65 minute call had me being transferred through to 5 different departments of Telstra’s overseas call system to have this mess cleared, my father’s phone back on, my c/c being overcharged and him being listed as priority (well for at least for the next 2 years)! There are no words - SHAME ON YOU TELSTRA - you take advantage of the most vulnerable and I’d dare to say - your most loyal customers as they just don’t have the know how to move to another provider.... no wonder I am not with your (lack of) service!
Telstra is a complete and utter disgrace! My 83 year old father-in-law (who is high priority medical needs) has his home phone cut off over a $50 odd dollar bill he never received...
The we go to pay the missed the bill of $50 odd and with no authority they take $120 out of our credit card!
And a call centre that you cannot understand!
A complete joke! I'm giving them 1 star because I cannot give NO stars!!!
- Verified customer
Worst decision ever
Moved from Optus to Telstra thinking that Telstra would be more reliable as my mother is getting much older and we depend on the landline lot more. Paid 295 for a copper wire lead in installation July 6th 2019 it's now September 11th 2019 and still no installation and still no feedback from Telstra every time I call them I get a different excuse I called the ombudsman and they are no help whatsoever I have complained to the Telstra complaints line and nothing these overseas call centres making things even worse I honestly wish I did not move from Optus because as bad as they were they are much better than Telstra
My 89 year old mother was with Aussie Broadband solely to have a landline. Nothing but trouble phone dropouts..... repeat dropouts..... no phone at all etc etc. Aussie broadband never ever had the problem seen to after numerous phone calls from my brother in law as I live a fair distance away. He was so stressed about this situation he became angry and frustrated even snapping at everyone. He was found dead at his home as he was trying to get help for mum. The stress killed him. Thank you to the Australian NBN, to Aussie Broadband and the poli...ticians of this stupid country for giving us this disgusting low level phone system. The man is dead. Now I have the problem and have switched her to Telstra. One Indian technician was sent who picks up the phone and says "it's working"!!!! Many phone calls and two appointments later one on a Monday one on a Friday Telstra technicians do not show up. No phone call to announce they are not coming so rude ignorant and whatever else it can be called. Both times they did not show I received a txt proudly stating it was fixed and if not call the number within 24 hours or the ticket will be cancelled. So I spent ages on the phone to the Philippines. Once transferred and disconnected so ring back spend more ages listening to a broken music calming system. Now I am told I have to wait until they contact me to arrange yet another time for them not to show up. Why do our politicians not fix this garbage system and bad companies that are taking money for bad connections?????? This is a shame on our nation to be dealt a bad system like this after all my life having a simple plug in fully functional phone that hardly ever went wrong. Now it's flashing lights and wires everywhere to have a phone and in Mum's case a broadband that she does not even use. We wait yet again for the invisible 'Plantimum' yes Platinum repair man. I hope this next one does not have a turban and is an Australian that can understand that the phone drops out often and if it's working when he picks it us it does NOT mean it is fully functional. The phone has dropped out twice when Mum called the Philippines to arrange a repair the girl had to dial back. A sad country when we can't even have our own citizens working on call centres with accents we can understand. Oh yes I forgot us the peasants are far too greedy for money so Telstra the greedy have to use poor nations and pay a pittance to the people to make the greedy shareholders richer. Wicked!!!!! I feel sorry for all unemployed Australians. God help Australia!!!!!!!
Telstra is an absolute joke
I have been having landline issues for the past week. The internet works but I can't make or receive calls. I have talked to faults dozens of times, I talked to telstra technicians, even spoke to NBN technicians. They all told me the same thing. The modem needs to be restarted and once I did this they promised me that it would be fixed. I did this time and time again and nothing worked, Still couldn't make or receive calls. I asked faults if there could be a line problem since the internet is still working. I was told NO, there are no o...utages in the area. The NBN technician virtually called me a liar for not having a brand new modem. He even asked me where the phone line was connected to (I felt like saying no wonder it's not working, it's connected to my butt) I have a technical background so I know something wasn't right, but to be treated like a fool didn't go well. I rang the disconnection team and told them the trouble I have had, she was the only person who was helpful. She also told me that it sounded like a voice problem. Asked me if I wanted her to send a technician to the house. I told her No thanks, I have had enough of telstra, just disconnect the service. Strange part now the phone is about to be disconnected it's working, but all along they have been telling me that it's not an outage problem. This company is an absolute joke.
Telstra & NBN Deception
Having attended information sessions re NBN rollout, we were disgusted that they have proven to be a complete waste of time, along with misinformation, also our connection box has been installed on the wrong side of the house.
Recently we attempted to contact Telstra seeking information on cost & procedures re transition to NBN.
After numerous attempts ie: lack of language, hang ups, rudeness, talking over us, & insults, we eventually succeeded in getting through to Adelaide, it was like a breath of fresh air, or so we thought.
We vented ou...r disgust at past events & proceeded to again obtain relevant information prior to transition to NBN. We were advised the Modem would be delivered within a specified time & NBN technician would follow at a later date. Permission was given to proceed, a request was also made for written confirmation of details as discussed. This took a frustrating 2HRS!!!!! We waited at home needlessly for Modem delivery however it was a "no show", no phone call, nor apology advising otherwise. Later one evening we received a call from the call centre advising NBN would bring the Modem at a specified date followed by a Telstra technician at a later date. This contradicted previous arrangements. We advised what had occurred, were fed up, & were cancelling.
Stay away from this store, no care or customer service. Changing 3 phones from this provider.
Signed up for 2 new phone contracts, told accessories were free with phone purchase. Walked out with $720 worth of supposedly free unwanted Telstra accessories for 2 x phones. Never wanted the extras but told it was free only to find out there is an accessory charge on the bill which only just realised( my fault for not re reading the contract). Stung by the Telstra Unley store again.
My elderly, visually impaired father didn't want a private number but Telstra didn't care. They gave him one anyway. Apparently there are only private numbers with Telstra now? Lots of lies, weeks pass, different reference numbers, hours speaking to customer support and misery.He still has a private number which he doesn't want. Why can't he get his listed number back? The lack of compassion Telstra has shown over this matter is deeply concerning. The phone customer representatives cannot or will not comprehend that there is a problem.
Very poor infrastructure
My Mother is 89 years old and she lives alone and relies on home phone but every time we have heavy rain her home phone crackles and sometimes it does't work. It happened Friday 29 March and I called Telstra to report the fault. I was told after they tested the line that the problem was outside the house and it would be attended to tomorrow and the technician won't need to come into the house. The reply I got via text message was that it will be fixed by 8:45am, that all sounded good. Well as it turned out, today I had an appointment between ...8 to 12 with Telstra Broadband to install broadband at 11:21am. I received a call from the phone technician asking if he could enter the house in about 10 minutes and I said yes that's alright so I let him in. He entered the kitchen and plugged a device into Mum's phone socket then went outside to a pit in the foot path. When he lifted the lid, even I could see why we are having problems. Look at the photo attached (if you zoom in you can see the connectors ) and you will see in the pit there is a sealed canister which is to stop water entering and shorting out the phone lines but the lazy Telstra service people, instead of opening the canister and repairing the fault they cut the cable below and put connectors on the cables then push them down into the pit so when it rains the pit gets full of water, hence the problem. I suppose it keeps the technicians in a job, lets not worry about the inconvenience to the customer who pay for a service but instead receive a poor service. Note: by the way the broadband installation team didn't show up and made no contact with me but that will be in another review.
Is Telstra Dodgy?
I have been telling Telstra for months that I have trouble connecting to the internet. Yesterday I rang them again and they decided I need a new modem. And then organised a new one and NBN connection. Today I get 3 pre-recorded scam phone calls saying that my phone line and internet was going to be disconnected in the next 24 hours and I need to press 1 on my keyboard to speak with technical support. So I am wondering how the scammers knew I was getting nbn connected? I rang the same 1300 number I rang yesterday and spoke to the same person again, that is also weird.
My landline was damaged in the recent storm, a Telstra technician came to my business on Friday he was focusing on my internet I had to tell him at least 5 times it was my landline, his english was very poor he didn't fix the issue and lied about the reason I still don't have a landline. Lazy
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Questions & Answers
What's the latest, most expensive, best home phone thats available to buy, that's a 2 phone system?
what do people think of Telstra these days!?
My Employer is changing Telco providers due to repeated poor customer service; and as soon as I can work through Contract penalties, I will be changing my personal Telco services away from Telstra. The savings I can make elsewhere may offset early cancellation of Telstra Contracts.
The only advantage for Telstra is their broader mobile coverage in rural areas. I work at a remote mine site with only Telstra coverage so unfortunately only can use Telstra mobile. As for landline phones the service is all the same whom ever you choose, all terrible overseas call centers for when you have issues.
people should answer by 'LEAVING' Telstra! if enough of us do that! perhaps they 'will get the message!? it seems the only other option is, learn to speak the Philippine language! why do we have to deal with people outside our country anyway!? there ,must be people here that can do what they are doing! but perhaps Telstra has to pay them too much!?
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