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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
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.
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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