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
Lying support staff.
Called in regards to being forced to change internet to the nbn from adsl2. Copper line being disconnected so have to change home phone and internet service. Telstra constantly harassing for over a year to change to their nbn plan, threats and final notices six months out from changeover. Then when called to discuss nbn plan told unless I stayed with Telstra I would still be required to pay for home phone service in order to access nbn as they own the line. Telstra advises that the gov is forcing line shutdown by a certain dat but they can keep...line open only if I stay with them for new nbn connection, essentially blackmailing me to sign nbn contract with them or if I change to another provider for nbn service will be disconnected for a period of time. iiNet tells me home phone line rental not required. Telstra support guy, foreigner in o/s call centre is rude, raises voice and continues to feed you lies and becomes aggressive when told you are considering to drop the line rental if not required. Criminal behaviour from a national phone carrier service. Great job Telstra and the Australian Government.
Nothing but trouble from sign up
So Telstra where do I start ? Have always had Telstra since forever but now I can’t wait to get rid of it.
Emailed bills never arriving,constant phone calls to find out where the bill is,trying to charge late fees for their non compliance and broadband that didn’t work properly since we swapped from Optus with no problems to the Telstra train wreck.I am just waiting for the contract to finish and going back to Optus This company is full of technicians who can’t fix the lines,overseas call centres who don’t understand what you say and can’t ans...
- Verified customer
It was always able to be done!
It seemed a simple matter to ring Telstra and ask them to move my special needs brother's phone from the room in the care home where he has lived, to the new room that has been allocated to him. I phoned Telstra on Tuesday, 20th Nov. and was told that the job would be done on Friday 23rd Nov. That seemed reasonable.
On Friday 23rd Nov. I received a call from Telstra that they could not do the job because it involved something to do with the NBN. Please note, that due to an accident in 1961, my brother has severe Acquired Brain Injury (ABI) ...
My mentally ill brother lives alone. His phone is the only connection I have due to living in different states. His phone is out of order atm and I have spent hours wanting to get through to Telstra to fix his landline as he does not have a mobile due to his mental state. I do not know where he is or if he is on the floor in his apartment. My 96 year old mother cannot contact him as well and cannot drive to see if he is ok. No one has answered on facebook even though they say they will answer in an hour or when I ring, there is an automatic repy for the chat. Bad service!
Making a 91 year old woman prove she's not dead.
I am really unimpressed with the service. My partner's 91 year old grandmother moved into a retirement village on October 26th, and they still haven't connected her phone. The earliest they claim to be able to do it is November 25th. An entire month after she has moved in. She has no other means of communication, and she lives alone. My partner's dad has been trying to sort this out with Telstra, and last time he was on the phone for hours. He's going overseas for a family wedding in a few days, so we really wanted to have this sorted by now. ...Through a display of incompetence, Telstra records state my partner's grandmother is listed as deceased. The solution proposed by Telstra is to physically bring her in to prove that she is actually alive. To say this customer service is a joke is a great insult to comedians everywhere. Telstra staff have made a mistake, and then expect a 91 year old woman to catch the bus in to actually physically show you she is breathing. Luckily she lives in Canberra and has family. I can't imagine what would happen if she lived in a more remote location with no one to help. I think it's safe to say that with the various issues Telstra have had over the years across their many services, they are unreliable and have perfectly illustrated why they're terrible at their purpose.
Telstra is useless
I am 78 and need my landline 3 weeks ago I moved into a retirement village and organised my new landline and internet at the local Telstra shop I went home thinking all was good and boy was I wrong it turns out the tenant before me hadnt had her account cancelled and had an unpaid account so now Telstra won't connect my landline even though they have given me a phone number, delivered a modem plus a Telstra tv but no phone line I've spent hours on my mobile talk I g to brick walls and have been to the local Telstra shop 3 times but no body wants to help. I'm so angry with Telstra right now
Most incapable company there is
My phone had been disconnected after I received a notification of Telstra having a system update.
After it showed SOS only for over a day I contacted Telstra over the phone and was told that my simcard had been reported as stolen (I never reported it as stolen) I was on the phone for almost an hour as I had to listen to all terms and conditions again to reconnect my number and continue on my mobile plan.
After 2 days it still didn’t work so i called again and was told there had been an error so they resubmitted the reconnection order I was p...
Disgusting and frustrating service
We couldn't hear anyone on our home phone, terrible crackling sound so we rang Telstra and spent an hour or two each time trying to decipher the mixture of Filipino and English language. You have to repeat your concerns to about 3-4 different people and then they say someone will come out and come they did and 4 technicians later the problem was exactly the same except that each technician disconnected a phone connection in the house leaving only one in the kitchen. A big mistake was getting so frustrated that we decided to contact the compla...ints department. After an hour, I was so frustrated that I told them I would get another provider (I'd said this quite a few times before). The Filipino was polite and asked for another chance and sent out another technician a week later. When she rang back to see if the problem was resolved, she couldn't hear us and decided to sent out a sub-contractor who in 10 minutes located the problem a minor one and rectified it. To do so, he had to climb a post. I was so pleased that I gave him a carton of beer. Over a beer, he said most technicians avoided climbing posts and probably knew where the problem was. He even spent his own time reconnecting all the outlets disconnected by previous technicians. Two weeks later we changed to a new service provider. No problems since.
Terrible Customer Service
I spent one hour to no avail trying to solve an issue with my elderly parent’s home phone. Despite being an authorised contact on her account, they refused to assist, stating that my name wasn’t on the account/bill, so they wouldn’t help me. They have all my details as I have had to deal with them previously - full name, date of birth and contact mobile number. They simply refused to help me which was shameful behaviour. The customer service is incompetent and utterly hopeless. The problem has not been resolved and I am left feeling frustrated. It is appalling what has happened to Telstra. I personally would never chose Telstra as my phone carrier.
- Verified customer
What Customer Service?
Trying to find out whether I am still under a Telstra home NBN contract and hoping not to have to deal with an off-shore call centre that leaves you on hold for an inappropriate length of time. I rang Telstra store Unley, where I'd signed up for the contract to be told I'd have to come into the store to find that information out because they can't identify me over the phone. Slightly annoyed that they can't sort it out over the phone, I made a special trip into the store to find out what I needed, only to be told I should have brought photo pho...to ID in with me. Now the annoyance levels have escalated and they have certainly lost a customer. Currently only hold with the call centre for the last 25 minutes, who knows how much longer it will take to find this basic piece of information out. I suggest you find a company that cares about it's customers and I suggest you stay well away from Telstra.
Basically bad at everything
For often the line is too weak to use in underground place such as car park bit Vodafone and optus are still in good condition
The calling service is extremely terrible. Once there is a problem happen, the problem will never solve only will be wasting time calling them. They are basically transfer your call to other department.
The service in store is extra bad, the employee there talk to you like talking to a piece of crap. Don't have any manner. Give false information.
Home phone has worked less than half the time over the last 2 years and we pay full price
We live remote and semi off grid and rely on our phone especially in times of drought and bushfires during which we have had no service because of the bad line Telstra did not fix for more than 8 months in spite of countless calls. We have to drive 35 minutes to get mobile phone reception to report countless times the home phone is not working. All this time we were sent full price bills $49 per month. We were often being 'on hold' for half an hour or more to talk to several people who knew nothing about our case in spite of dozens of prior cal...ls. I was always asking them to give us a 'Case Number' but that is too difficult? Bottom line they want your money and there is no accountability on their part... Telstra makes it it deliberately difficult to report problems. Telstra you are so lucky to get the money you get and you do not deserve even a quarter of it. These phone lines were already paid for by our grandparents' generation and sold illegally to you for a great profit by corrupt politicians we did not get our share from...while you charge us exorbitant rates for the privilege of using our phone lines? You can only lawfully charge us for maintenance of our property and for running your company. You need to wake up or the people will stop paying you all together for the privilege you have to provide this service to us. With have not earned the right to call yourself a communications company.
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 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 Te...lstra 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.
Assisting a pensioner sort out her Telstra Bill. Despite it being paid at a Telstra store and even with the receipt Telstra record the bill as outstanding. After a week, several telephone calls, a visit to the store and 3 recorded messages that a call back will be made within hours NOTHING.
It seems so simple that with details of the payment and a copy of the receipt that Telstra could sort this out internally and not pursue an 80 year old who is distressed while Telstra blame its internal people for their failures.
Step up Telstra and sort out your inefficiencies internally.
Land line disconnected 4 times in 12 months
Telstra business is appalling, we have had our business land line disconnected due to nbn transition 4 times in the past 12 months with 8 months of that time the service inoperable, when you have payed for a service you expect to receive it or be refunded for it, well that hasn’t happened. Received a bill yesterday nothing on there about a phone issue, low and behold I ring the landline and it’s disconnected again. Another hour on the phone to Telstra and apparently it’s on a nbn disconnection list. “It should be working by the end of the day” sorry Telstra business this is not good enough, we run a business but miss countless amounts of work because customers cannot contact us.
Telstra Priority Assistance, but NO phone for a month
I had Telstra Priority Assistance at my last residence, with a NBN Telstra battery back up for medical emergencies. This means Telstra promises to give priority assistance. I moved house, (to a place which already had used NBN services with the previous tenant) organised phone and Wi-Fi services to move. It took over a month for Telstra to connect the services properly. I had to speak to numerous Telstra workers, over hours a a day for weeks, was dismissed, lied to, and ignored. Even after the telecommunications ombudsman got involved, Telstra ...still stuffed around. Telstra promised to give me credit on my $143 bill BUT instead gave me a $1400 bill for the time I didn't have any services. Needless to say, the ombudsman has decided to take that part of the case on too. Don't use Telstra. I'm getting rid of them too.
Wrong product delivered now they don't want to help
Due to getting a large number of spam calls on our landline we ordered a Telstra Call Guardian 301 so we could block/screen numbers. They delivered the wrong product. Calling their "helpline" was an exercise in futility. Transferred from one person to another until at person number 6 the best response I could get was "We'll get back to you with our proposed action in 24-48 hours".
That's completely unacceptable. Just send the right items along with an envelope to allow me to return the wrong item at your cost.
Telstra is completely dysfunctional.
Questions & Answers
Why can't I get call forward selected callers connected to my NBN home phone? Web site says it's available and two operators say it has been connected.
What's the latest, most expensive, best home phone thats available to buy, that's a 2 phone system?
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