Telstra Home Phone

I am writing this review on behalf of my elderly parents. Telstra removed the only affordable stand alone home phone plan which consisted of connection and unlimited landline calls for $27. This happened by them sending a letter to my parents telling them that some of the customers are being taken off this $27 plan which was payed quarterly and… Read more

moved to a new plan which will need to be payed monthly, however there was no mention of any additional cost or why this was occurring. After my phone call with telstra I was told it was due to security issues which this new plan will fix and was also told that it will make it easier for our customers and that they have no choice but to moove off the current plan as this plan will no longer be available. When I questioned them in regards to cost, I was told that the new plan they will be transferred to will now cost $50 per month. This is just under double the price of what they are currently paying. Telstra also keep telling me unfortunatly they have no choice but to swap them across to the new plan, even though Telstra is the sole company in control of whether this plan continues or not. This is price gouging at its best hitting the most vulnerable, "the elderly and those who are struggling financially" only for the financial gain of a company that is already doing well. I am very disappointed with how loyal and long term customers who pay their bills ontime everytime, in this case over 40 years are being treated and how sly and disrespectful telstra are by removing the only affordable plan off the table and failing to let customers know that the new monthly plan has nearly doubled in price.

Excellent service – Recent fault in home/NBN service & after looking for an answer, finally rang Telstra & was amazed by the prompt & efficient service. The on line technician was a charming girl with a clear phone voice & no Asian accent; she tested the line & instructed me to do various tests, & in 30-40 minutes had it all sorted & working. Cannot speak more highly of the service.

Great service – I had my home phone with optus but i changed to Telstra because optus is useless & i never had a working phone. Plus the staff at the call centre are rude & customer service is shocking. Telstra is the best

I am a long term Telstra customer, today when I attended Telstra with a complaint - I saw the other – Yesterday on Product Review I put on a review for Telstra, I was frustrated as I PAID MYTelephone bill before the due date and also put extra money on it, which I do each month.. and then I saw on my account online that I am overdue??? It has taken me ....all week to try to sort it out and I could not do it with the overseas staff, and was told to… Read more

go back to the Telstra Shop, which I did today..... now I am not sure if it is sorted as I paid my next bill due online last night and that bill took the place of the one that I already paid, (that Telstra say I have not paid) only the account still says overdue even though I am up to date with my bills. As frustrating as it was, I did see how the Telstra staff get treated at times and it was disappointing to see ....it must get nerve wracking. I started to view the scenario from both sides and could see the way the staff are trained they are probably only allowed to operate in a certain way, that are the rules from what I could see, so the problems that may be occurring in Telstra could be from lack of staff and many have been put off in Telstra. So as frustrated as I still am that my account does not show that I AM UP TO DATE....I WILL BE PATIENT AND CHECK AGAIN TOMORROW. I BELIEVE A LOT OF THE PROBLEMS THAT I READ ON PRODUCT REVIEW NEEDS TO BE REVIEWED BY Telstra MANAGEMENT. All of the staff have been polite and tried so hard to help in every way and even though the frustration comes into play, from the customers...... I can see from both sides. There must be respect given to Telstra staff and many times it is just angry words angry voices and this gets everyone worked up. The staff are always courteous. I will stand by Telstra they have always been good to me and I believe they will sort out my problem even though I did nothing wrong, sometimes errors takes place with systems and no one is to blame. I am very sorry to the staff in Telstra Shop Goulburn, if I seemed angry I was merely frustrated. I know you are doing your best to, so thank you for that. The overseas staff are very good to and so helpful. Respect is deserved for everyone, I do see that not everyone who works in Telstra shop is spoken to with respect. To all out there have a happy day. MANAGEMENT FOR TELSTRA COULD REVIEW SOME THINGS FOR THEIR STAFF. THEY ARE DOING THEIR BEST. We have to be able to see things from both sides in life and talk respectfully to others.

When is a refund not a refund? – Telstra has very generously given a refund for my mother's account which was closed after her death. There are two small issues. First it was paid as a cheque. So many banks now dont accept cheques. Perhaps more significantly it was a cheque made out to my father. He's been dead for 7 1/2 years. There are no bank accounts in his name in which to… Read more

deposit the cheque. In fact, the Telstra account is not even in his name. Thanks for your generosity Telstra. I would have the cheque framed, except it would cost so much more than the face value of the cheque. I tried to ring Telstra but it's automated voice system could not cope with my problem. Eventually, when I was put in line for a human the system hung up on me because it had taken so long they were going to close.

Telstra refuses to connect home phone without a Passport – I can not believe that I can not get a Telstra landline connected for my 83 yr old mother because she does not have a passport or a driver's licence eventhough she has a Service NSW photo ID and more than 100 points of identification. Surely it is illegal for Telstra to discriminate against the elderly like this. I will be complaining to the Communications Ombudsman

Telstras a joke – We have been with Telstra since 2007 and around 2010 received a modem and House phone package 2 voip phones ( so the phones are 14 years old ) called Telstra this morning to see if we could get a replacement phone as they have both now stopped working , no replacements and basically told go and buy a new one. That's fine we are just looking for a new service provider for the whole package thats over 16k we have spent this them, no more

Telstra are a complete JOKE!!! – Since October 2023, I’ve been trying in vain to get a landline installed for my mother who is in an aged care facility. In December 2023, Telstra got the phone finally working, Telstra (in their “wisdom”), decided to disconnect the phone. I have made numerous calls to Telstra to resolve the issue, and they simply can’t get my mother’s phone to… Read more

work.

How Telstra are still in business is beyond me, they are by far the most incompetent, inept telco out there, but even when they used to be Telecom, they were just as awful.

Prolonged Waiting in Phone Queues and Chat Messages with no resolution – Telstra's customer service has hit rock bottom—endless phone queues with automated promises of 18 minutes turning into an hour and 45 minutes, coupled with ineffective chat support where agents pass you around without resolving any issues.

Incompetent at best – I moved from my old address and my service was still connected and I was paying for it as I was using that number for my business. The person who moved in after me arranged a new connection with another provider. My number was subsequently disconnected without any notification whatsoever. Upon realising I contacted Telstra to arrange a basic… Read more

number redirection service so that my number can go live again. It took them 2 weeks, to connect this service, despite being told initially it would only take 24-48 hours, I contacted Telstra nearly every 2-3 days asking why the service was not connected, and kept getting told it would be another 24-48 hours. Upon requesting compensation for lost business which in my view is thousands of dollars, they only offered 3 months credit of my phone account which is like $90. What a disgrace. How is it possible that they disconnect someone's service without notifying the owner? surely this is illegal? and why does it take 2 weeks to connect a service which they themselves tell me takes 24 to 48 hours? I have been a loyal customer for around 20 years or more which obviously means nothing to them. I expect reasonable compensation for the business I have lost.

Telstra rep asking for Optus IP address! – This afternoon I was called by a person 3 x purporting to be calling on behalf of Telstra. The numbers were not withheld and were 07 37098107, 3709 8108, 37098109. I have Optus NBN, the person called [Name Removed] wanted to know my IP address for some reason. I stated that I had an Optus account and therefore the call was a scam. She called me a… Read more

[Content Removed] before I hung up. There is no other way to report this and I hope Telstra investigates the numbers.

Telstra’s Helpline is anything but helpful – When calling my GP’s Medical Centre today to check that he was on time for my appointment, I was unable to get through, and found that his landline was disconnected. This was clearly incorrect, as the practice is very busy and has around a dozen doctors. So I called the Telstra Fault and Helpline to see what was going on, only to be asked by the… Read more

automated voice to identify my personal number as the problem! No matter how hard I tried, I couldn’t fine a way to report a fault on another landline/telephone number. After 3 attempts I gave up and went to the appointment early and discovered that the Medical Centre was unaware that their incoming line was down! Good system Telstra! Maybe someday an easier and more accurate method of reporting faults will be developed. But I won’t hold my breath!

Telstra TCG302 POOR CUSTOMER SUPPORT for their own marketed product – Telstra Call Guardian TCG302 corded telephone with handset, is designed to give you the option of accepting an incoming call Once, Always, or Block the incoming call permanently. We bought this unit from a Telstra Shop “OUTRIGHT” (non Telstra customer). Intermittent software faults developed, blocking specific incoming calls. Two complaints were… Read more

lodged in 2021, and the problem was remotely fixed by Telstra.

Christmas day 2022 AGAIN the same caller was blocked, despite being an “ALLOWED NUMBER”. Call Guardian should by-pass all allowed phone numbers. It should not have handled it at all!

We spent over 40 minutes talking to a customer service man, providing all historical information necessary, to be told after all that “ you are NOT a Telstra customer, Nothing can be done!” How come they fixed the fault after the second complaint in 2021?

What an easy COP-OUT For an intermittent faulty product Telstra sells in their shops!

Lack of customer and product service totally unacceptable!

Telstra - The BIG Australian company that forgot the elderly!! – I am online AGAIN to Telstra trying to report after having been through the generic online machine questions about the "fault to our phoneline or internet".....but I am trying to call FOR an elderly frail person who is not attached to OUR phone line or our account....because she cannot make calls!! This is something that those at Telstra seem to… Read more

have missed in their life experience! Oh how I wish some of Telstra's profits were dedicated to attending to issues such as these!! But no, the only important thing in life is MONEY & PROFITS!!!

Telstra is the worst company I have ever dealt with – Each time I called Telstra I would be on the app with them for an hour. Nothing would get resolved and I would need to talk to them for another hour. They ended up sending me 3 modems that I didn't need. Trying to cancel my contract was also a nightmare. I will never, ever use Telstra again.

ABSOLUTLEY DISGUSTING – Went instore to connect a home phone (a simple land line) for my 89 yr old mother who suffers from Dementia (this phone was for emergencies). The instore sign up took 1 hr and was told I could go and buy any phone and simply plug it in and in a few hours it would be up an running. I was told I would definitely NOT need a technician visit to the… Read more

home. 3 days later it was still not connected. Could not get in contact with the store - they have not answered their phone in 6 days now! I then received a text stating a technician would be out to connect the new NBN service (confused now) as this was NOT organised and it would take be days to find a carer that I would have to ay to wait for a technician for installation. Called Telstra (after 1 5 hrs waiting I hung up). Called again the next day to find that mum would DEFINATELY have to have a technician, to which I advised I cannot be there but a could be there on a Saturday for them to install. Cannot do this as they don't work on Saturdays - after another 2 hour call I was advised I could plug it into the modem. I tried - could not plug in. Called back when I received another reminder about the visit for "installation" when I could not be there as already discussed with them by this time 4 times. All along I have continually advised them that this phone is just a basic phone required for emergencies. I have been on the phone this morning to several departments trying to get a simple answer - can I plug the phone in and will it work. No, it HAS to go through the NBN system and needs a technician, then they advise they could offer an interim phone which could be pluged in and would work immediately BUT it would be delivered by a Technician who would HAVE to plug it in and set up. Again back to square one - I CANNOT BE THERE DURING THE WEEK, JUST NEED AN EMERGENCY PHONE FOR MEDICAL REASONS. No nothing can be done HAVE to either pay a carer to wait around for up to 4 hours so that the "technician" can plug the phone into the wall, or take a day off work to be there myself (again loosing money). I was then told - they MAY come out on a Saturday but it just depends on their schedule - me: can I book someone in on a Saturday the - answer No they don't work on a Saturday . SERIOUSLY !????? I have to say that all along they have been talking to me about my mothers account - which is in my name with my details. I called the obnoxious complaints department who advised as it is not in your name (which it is) I am committing fraud (even though I have FULL enduring power of Attorney - apparently that doesn't mean anything, even though they sighted said document at the store and all MY ID etc. End of story - they can't do anything - I have to pay someone to wait in for 4 hours at my mother home for the to plug the phone into the wall, and complaints would not even speak to me as it is not my account (even though it is as I signed the account up in my name) !!!!! DO NOT USE THIS COMPANY IF YOU HAVE ANY CHOICE AT ALL. They have an international call centre who have NO idea and cannot help with anything - so no reason why they exist at all, and a complaints department that are so obnoxious and unhelpful - again why do they even exist - no help what so ever, even when a medical issue is the reason why an emergency phone is required.

As incompetent as they come – In switching our small business landline from standard to NBN (there was no alternative according to Telstra), they successfully stopped our phone for 7 weeks over the busiest time of year for us (Xmas/New Year). Impossible to determine how much they cost us, and all efforts to get the problem resolved in a timely manner went nowhere. The offer… Read more

of compensation was so inadequate, it was insulting. And finally, after we'd sacked them and moved to another provider, we had a modest credit on our paid in advance billing - they told us about the credit - so we endeavored to claim it. It was truly not worth the problems and ever escalating incompetence of their customer service team. I cannot adequately explain just how poor Telstra is and you'd have to be mad to use them. This came roughly 18 months after they had completely botched a new service request.

Terrible service, unreliable, very hard on pensioners. They locked in 90 year olds on a 2 – Very unreliable, customer service is so frustrating they do not help. They cancelled my dads phone line and left him with no service even though he needs full time care.

Further failed promises and further “passing the buck” by incompetent Telstra staff – Telstra is set to ruin our family’s Christmas as we will not be able to connect with our loved ones overseas. My Case Manager [Name Removed] had promised to me that my phone number would be activated on 14 December, and it has now been 1 week with no progress made. [Name Removed] then confirmed to me a second time (after much stress and further… Read more

follow and escalation) that my phone number will finally be activated today (Tuesday 21 December). Not surprisingly, Telstra had failed yet again to deliver to its commitment and I am still left with no phone number. This matter has now been ongoing for the last two months since 27 October, and it has been the constant “passing the buck” and “let me follow up with an email to the escalation team” – none of which has actually served any purpose.

In every reply I receive from [Name Removed], I am simply told that she will send another email to the escalation team to get an update. Does Telstra not have a more efficient and urgent method of communication as opposed to emails? Especially for urgent matters and TIO complaints like this one? In addition, I was told by [Name Removed] that she could not provide me with an update as “the escalation team are still not open” (this was 9.02am Sydney time). Does the escalation team not work from 9am and work part time hours? I was promised yet again that I will receive an update from [Name Removed] by means of a call back – of course this did not eventuate. I am left hanging AGAIN (for the last two months to be precise) as no one at Telstra has taken any responsibility or accountability for this issue. It has been a constant theme of “passing the buck”.

When I posted a complaint on Facebook last Saturday, I had both [Names Removed] from the Facebook chat team attempt to address my case, but to no surprise, they had “passed the buck” back to [Name Removed] so that obviously didn’t lead to any success and here I am with no action from Telstra.

Each day Telstra fails to resolve this matter places my elderly, vulnerable parents at risk, so I am sure they can appreciate how vital it is for us to have our phone number active and working ASAP. But it would appear they don't care one bit. Stories like this are probably everyday business as usual for them.

To make matters worse, I have now received a notification in my Telstra App stating that my order to activate my phone number has been CANCELLED. How much worse can Telstra make this problem? It seems like I am back at square one.

This is now just becoming beyond ridiculous and a complete joke. What should be a simple phone activation is now taking almost 2 months. It is worth noting that Aussie Broadband was able to connect me to the NBN in less than 2 hours. How does it take Telstra 2 months to activate a phone line? INCOMPETENCE is how.

WHAT A JOKE or IS IT A CIRCUS – After 60 years with Telstra, they have left my 90 year old dad in aged care without a phone, even after changing direct debit to my account. My order was cancelled to move his service from room 46 to room 48. What a disgrace! Moving all my services elsewhere and selling my shares. Thats what happens when you become too big.

Avoid – Worst provider to deal with. Rang to report a fault with my landline. Had to say and spell my name 5 times and the call centre chap still couldn’t understand. Even after using the phonetic alphabet he still couldn’t figure it out. (Basic English name btw) He kept throwing in a C in the middle. There is no C. Pretty sure the neighbourhood knows… Read more

how to spell it now. I finally cracked it and asked for someone else or his supervisor only to be met with everyone was on a call. Ended up hanging up. Will be disconnecting from Telstra and using another provider.

Telstra are useless money pigs these days – Been a Telstra Customer for over 10years, since then service been about the same (as in internet and phone works) yet customer service relations and the directions made by Telstra are a joke at best, from charging you to get a printed bill to making you pay more for a service that offers you nothing more than you were getting before. Also had… Read more

issues just contacting Telstra to get a issue fixed as Telstra not even answering the phone, just redirecting to other things that still did not work or get results. Ombudsmen resolved that issue.

Like spam – land line phone has been arranged by third party. Phone call ? from India with terrible connection so could only catch every third word. And expected to agree to whatever he was asking me. Then continued to phone me. If I cannot answer the phone because I am working, spam calling me 6 times an hour isn't going to change that. Asked for email.… Read more

Still calling. Telstra workers turned up 2 hours after arranged time even though cancelled. And I cannot find any useful information on this website to help me understand what is going on. Asked to be put through to someone higher up. still just spam calling.

Will not pay a credit, Terrible Service – My father passed away in April 21& his account is in credit by approx $300.00. Rang soon after to close the account & organize the credit to be paid into his estate, Rang again in May, June, August and September with all the excuses they could manage. Now moving on to 150 days & still N O C RE D I T.. Look like the Ombudsman may be the next option.

Nightmare trying to change to another provider – I have been with Telstra for over 40 years. I checked the monthly charges for home phone and internet which is about $120 a year higher than their competitors. I phoned a call center in India and spoke to someone I had a lot of trouble understanding what he was saying. My contract with them expired 6 months ago. He eventually got the message… Read more

that I was closing my account. I checked my account a week later and saw that they were going to direct debit me close to $300 when my monthly account was due to be debitted. The person I spoke to charged me a fee for disconnecting my account which he assumed was active.I decided not to go through a phone discussion with the call centre and went onto their chat site. I had to do that 5 times over a 6 week period and about 10 hours to sort this mess out. Will not go near Telstra again. Their international call center is a real mess

With them 40 years don't blame telstra blam government giving away australian job s to people can't – Don't support telstra worst company . 132000 number don't even bother just change companies . Spoke to three people just so not willing to help. What customer service. What a joke. Ggg