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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.
Not fit for service
I have a friend in Middle Park Melbourne. She has only a landline line no mobile phone (Yes a bit of a luddite..) This year her land line connection has broken down 5 times. Why ? Because the copper cables are corroded beyond repair and Telstra will not renew them (understandably) as the NBN is coming (sooomtime in the future. No one actually knows when of course).
The last "fix" lasted only 24 hours. Phone is now down again. I have tried to ask for a mobile phone to replace the stuffed landline service but this seems beyond their capacity. ...The line is not fit for service. They know it. The technicians know it. We know it. They still charge for it. They won't/can't make it work. Happy to talk with Product Review staff to confirm details. Would be delighted to talk with Telstra representative to actually solve the problem ________________________________ I really should have read the other reviews shouldn't I ? There are many, many older people with identical problems of failing landlines that won't be repaired and nothing is done. Perhaps we need another venue for this conversation. I have to agree the Telstra staff are as courteous as they could be. But essentially they are unable to fix anything.
I have put in two requests to Telstra to fix my internet speed, (which is extremely slow and not working at all at times) the first one being over a month ago. When i complained ten days ago to the store who helped me lodge that first complaint, they told me i would have to start again and lodge another one. So i did and was told that someone would contact me within 6 working days. That i find unacceptable. If your service isn't working properly, no-one wants to wait that long for first contact! After all, they are a communications company. Well, ten days have passed since then and still no-one has contacted me. But of course there isn't a reduction in my bill to offset that!
The company has been lost.
Request for a very simple redirect, customer service guy initially told me it's free, then ask me to wait their so called 'technician'. After 20 mins waiting over the phone, the guy said that's chargble service and I need to pay over $100 per year. I can't believe this happened in real civilised world where you can easily overturn your statement to customers. No wonder a lot of people saying that the company has been lost. They surely don't know what they are doing.
No home phone again
No phone again this happen on and off for weeks. Last time the Telstra worker told me that the cable is so old that the plastic insulation is falling off and it needed to be replaced before connecting it to the NBN. I have a medical condition and need the phone it is a priority phone but what is the use if it does not work well since the crappy NBN this is Turnbulls little baby he was the minister who hatched this.
Lack of care, False Promises, Inability to Help
Calling what they offer as "Customer Service" is a joke. I'm pretty sure customers mean absolutely nothing to Telstra...this isn't my first Telstra issue, and I'm sure it won't be the last!!
You call and they transfer you from department to department. You use online chat and they promise the issue is resolved, only to do your own fact-checking a week later and find that they DIDN'T do what they said they would.
So, I'm trying to remove my home phone number (which I don't have a phone connected to at all) removed from being publicly lis...ted. According to Telstra, this is a free feature (https://exchange.telstra.com.au/silent-line-privacy-fees/) that can be managed in your online account., but despite my "Directory Listing" preference showing as "Unlisted", I'm still showing up publicly. According to whitepages.com.au (https://help.whitepages.com.au/contact-us/submit-a-question/), the provider has to arrange this listing update: For all residential listing enquiries, such as:
My mum has been with Telstra for years. Her home phone has been changed to the NBN network and we have had nothing but problems, it is not so much the problems but the attitude of the call centre staff and lack of sympathy and understanding , they did not care that she is a priority customer because she has a medical button, her phone should be fixed the same day but this last time it took 7 days of me constantly calling, being put on hold for 30 mins or more at a time and then being told that they don't know what the problem is and if anything...happens just tell her to call 000. I had to remind them she has no phone. They sent a technician out only to be told he couldn't fix it, but for 3 days after, kept getting calls from technicians saying they are coming to look at the problem after telling them what the call centre rep told me they get confused, no communication betwen them at all. I am now trying to get a dicount for the week without a phone, like drawing blood out of a stone.
Worse than terrible
Mum went into care recently. I requested that Telstra change over the home phone account that was in mums name to my name. I tried to do this over the phone and was told to visit my local Telstra shop (LAKE HAVEN). I did this and was told all was now ok and my name would appear on the next bill. It took them 5 months (5 MONTHS) and 5 visits to get it right. After more than 80 years of my family using (PMG, Telecom) Telstra we now no longer have a home phone and will never have one again. This system won't let me leave 0 stars.
Discussed my bill with 4 different employees of telstra, all of them didn't know what was going on with my account and why I was been over charged. I decided to end my contract with them at my end of contract date and was all set in that my services would no longer continue. Then I get another bill for service. After arguing with a worker to ask to speak to a supervisor I finally got my demand and went further up the chain, finally after talking to the supervisor and been on hold for 15-20 odd minutes while they look into it I was cleared and a...ctually to my suprise i was credited. I did enjoy my services with them, had very fast internet, great homeline package, but maybe the telstra customer reps need to go back into training because they are terrible with paper trails.
Bordering on average
This household has been with telstra for so many years it's not funny though, lately the national broadband network has come in replacement of the old copper network which has now become dangerous as the phone network runs through a modem which is kind of risky .there's multiple flaws with the new, national broadband network - including if the power goes out the battery has to kick in and take over plus it takes longer to connect to another phone and in an emergency - every second counts
Partners land line has had interference for several years. After the last complaint to Telstra we were charged a fee and told the problem was the internal wiring. All new wiring and replacement telephones and still the same!!!!!
August 6th 2018 Update: Not our Problem Episode Two
Trying to assist an 80 year old pensioner. Paid the home phone bill at a Telstra store and has the receipt. Telstra claim the account was not paid. Numerous calls to the carousel, a visit to the Telstra shop where the account was paid (they took a copy of th...e receipt). 10 days later, two call back promises and still unresolved. Shop says its with Billing, Billing say they do not have it. Suggestion Telstra: Having the account and receipt for payment, treat the bill as paid and sort it out internally, rather than throw it back to the customer to resolve.
Telstra cares less about loyalty
After 25+ years as a Telstra mobile customer I have cancelled my subscription. After several attempts to informed sales staff at Telstra that i considered my bill for 3 mobile accounts too high ($750 per month) and that I would like to have someone review my usage and suggest the most suitable post paid plan for my 3 phones. On the 3rd or 4th attempt a "helpful" staff member suggest I could reduce my data usage by getting mobile internet device with a seperate SIM. This compounded my problems and increased my bill. Throughout the the last year...I had been confident that Telstra would realise that it would be in their best interests to look after such a long standing loyal and profitable customer. I was wrong. Telstra did not care about any of that, just that I pay my latest bill and stop whinging. Well I've stopped whinging and opened my eyes. I realised that customer loyalty means nothing anymore, you must play the game of constantly changing from one supplier to another assuming that the company you are with now will take you for granted and rip you off at any opportunity. What a wonderful corporate world we have created.
Over 2 hours to pay a landline internet bill in a Telstra shop. Absolute crap
10;45 am 21st Dec 2017 I was at the Telstra shop at the Willows Shopping Centre Kirwan QLD. A young girl with a I pad told me it would be a 1 & 1/2 hour wait. Had to give name & mob number for time. 2 hours later no text message. Went back in store 12:45 hours & was told another 1/2 hour wait. I said I'm staying here until my bill is payed. As I was waiting I noticed they had 8 staff working there. I Ask the young bloke at the count Quote "Why dose it take over 2 hours to pay a bill here? A Young female manager walked up & told me I was rude & ...will have to leave the store. I said I'm not leaving until my bill is payed. She then said I'm calling security. 10 minutes later about 5 Security were waiting outside the Telstra store. I remained quiet with my bill in hand when the head of Security I will call him Patrick Swaysie introduced himself & I told him what happened. He was nice to me & made Shaw I could pay my bill. This wasn't a 1 off event. Telstra has been rude to me all year. They are a crap company to deal with & since have signed with Optus. I can walk in any time to pay my bill with out be being harassed by their staff. I recommend to anyone who gets harassed by Telstra to vote with your feet & go to someone who is customer focused. My last words to Telstra, "Up yours you greedy ungrateful bunch of turds.
Taking days to repairs faults for elderly
Disgusted that my 95 year old grandmothers phone has been cut off with a fault and we have been told you cannot fix the issue for several days. By that time it will be out for almost a week. She is frail and her phone is her only way to communicate with others. It is also linked to a personal alarm which dials family and an ambulance if she has a fall. What a terrible and disgusting service you are (NOT) providing to elderly clients. Totally appalled Telstra
Changed account name and bundle after my husband died , the first two bills were over the $110 deal.
Decided to change bundle to the best ever bundle $99, recommended it to my neighbour two bills he has received one was $127 and this week he received a bill for $276 what is Telstra doing.
Did not receive a bill for last month rang Telstra paid account otherwise they would have charged me a late fee.
Asked if I could set up a direct debit only to be told that you needed to do this online, after spending some time trying to set up my account deci...
I organised telstra to arrange the telstra tech to call me 1 hour prior to connection/appointment so I could arrange someone to be home. I never received a phone call at all. However, after wasting a half hour of my time just now on the phone to telstra customer service I was informed that the tech "attempted" to call me. I have no missed call nor do i have a text message/voicemail asking for a reply or if someone is home. Now the appointment is obviously closed and for rescheduling i cannot begin to describe just how angry/frustrated i am. The...customer service person said that the only rescheduling date available was at the very earliest a week away. We are away until January so this was very important that we were connected today hence why I arranged telstra to CALL first, not pretend to call. The customer service person said he was transferring me to his manager only to hear a dial tone for 15 minutes until i got that frustrated i hung up. I am able to provide evidence that I have no missed call or text or voicemail from anyone today. The NBN connection was a disaster as well. We were informed appointment was between 1pm and 5pm so i also arranged a phone call 1 hour prior so i could have someone be home. I did receive a phone call on this occasion but it was at 9am.. What a circus this entire process is. So disappointing. I/we have been telstra customers our whole life and this has put me at my wits end in regards to satisfaction.
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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