Telstra Mobile Broadband
Verified209 reviews
I use Telstra's 400gb 5g mobile broadband service for my business, after a very busy month of uploading and downloading I burned through my Data with 5 days to go. I contacted Telstra to ask if I could top up, or have an emergency top up which I was… Read more
willing to pay as I had very large uploads due for a client.. Telstra refused to help me and through me under the bus, I was told I had to wait 5 days for my speeds to be back... what a terrible way to treat a customer who has been with you for years..
Follow-up · while the services is fast, once it goes past the 400gb, its unusable for business ,its too slow. please allow for emergency top ups when the data runs out.
My now 5G phone and WI-FI tablet internet connection is still totally unreliable. I paid when it was available a Platinum Subscription (and the service previous name) for many years but have never received a reliable service. I have wasted so many + hours with multiple agents to reslove my Telstra internet and connection problems. To this day I… Read more
might have had a windows without issues for minutes-hours, if lucky. I can't understand why Telstra isn't capable to provide what for so many years I've payed for. Agents do this and that and I carry out all of the self fixes recommended. They never fix the reliability of my Telstra service. I have no idea how to change settings? etc to cause the Telstra problems. Due to many years trying for Telstra to resolve their problems, I am really disappointed.
Reviews with attachments
Telstra what a joke - don’t buy Telstra dongle!!! – Telstra what a joke!Telstra what a joke! I have been with Telstra for 15+ years. I recently purchase a dongle, outright, to streamline my home/work internet usage. I got 180 GB of data and a bundled deal with my mobile. In the first month I ran out of data, the only way to get more data was to add a small data plan. I was told I would only be… Read more
charged once. The second month I also ran out of data and I had to increase the data again. This time I just increased it to the premium 300GB. I then got charged for the small data plan again. I contact Telstra and they refunded the money but then cancelled the dongle in cancelling the small data plan. I have repeated asked and was clear in talking about my mobile, dongle and handset costs. Of course this happened over the weekend and I was without the dongle. They offered to reconnect the dongle but I would have to wait 5 days. I asked to have the dongle unlocked but wanted to charge me $80, through secure pay, I’d have to sign up for. I thought I’d move away from the online chat and come into Rutherford Telstra. I have just left in the exactly same situation. I have a dongle that is locked to Telstra, i have to either pay to get it unlocked, or I can buy a prepaid sim or I wait a week for a new sim. I own the mobile, reduced my mobile data plan to as low as it can go, have a brick of a dongle and am back to the same business solution I started with. Don’t go to Rutherford Telstra, definitely don’t use the only text service and don’t buy a Telstra dongle. What ever happened to, we value you as a customer, this is what we can do to keep you!!!
Data stolen given excuses – How Telstra or any Telco gets away with taking data when there website says “Unused data will roll over on recharge before expiry” only to then say “on next recharge any unused data will be forfeited on next recharge” so not only is it a contradiction it is theft in my opinion! Not only is this information “HIDDEN” you have to be told where this… Read more
information is before it is not clearly made clear when recharging or looking at the plans available.
They will only give me $35 for over 190GB of data they said was “forfeited” ummm no that is NOT GOOD ENOUGH!
Awesome Value - SuperFast Speeds - Stable – Made the decision to move from a 50/20 NBN ($85-$90p.m) connection and try Telstra 5G Home Internet ($85p.m). WOW! What a difference! At 8PM i ran speedtest three times and averaged just over 700 Down/120 Up. I live very close to the tower and i run CAT8 ethernet cable which is really important. Risk free trial of this service is excellent (First… Read more
month is free), received router in under 48 hours (Sydney to Melbourne). Give it a go if it is available in your area.
5g Telstra home wireless – Got my 5g modem wireless yesterday cant beleave this is amazing my average download speeds are 580mbps uploads speeds are 78mbps simply amazing. AAA+
Customer service is rubbish – Website says "You can now cancel your plan without having to message us." And now I've been dragged into a useless conversation with customer support because that's apparently a flat out lie.
Positive reviews
Perfect and bulletproof! – Upgraded from 50Mbit NBN to Telstra 5G Home 8 months ago and it's great and 4-5 times faster and cheaper than NBN 100Mbit with no dropouts!
500mb/s speeds without a cable, amazing if there's reception – Amazing how fast mobile speeds have gotten and now it's easily embarrassing the NBN which can cost $10,000 to just have fitted to a premises. Data is still an issue but hopefully it becomes unlimited in a few years time as this becomes more popular.
High speed – We get really good speed compared to TPG that we are cancelling now. For us it is usually more than 100mbps. It’s a bit more expensive than other providers but I think it’s worth it.
Negative reviews
Telstra no longer a leader – 2 days in Sydney with almost no ability to access data on 5G. Telstra seems to be winning the race to the bottom when it comes to service. I used to get good service in Dubbo, but now have to use my home internet on my phone, I miss 4g speeds.
Absolutely pathetic – Unfortunately Telstra offer absolutely no loyalty to his customer and rather loosing customer than keeping them by offering competitive price. For the last year my internet connection has been increase by almost 100% and yet I do not receive the speed advertised for. After multitudes of conversation with Telstra staff members I was going nowhere… Read more
I decided to cxl my account and I am now spend all most half of mu last bill from Telstra and I am receiving a higher speed. What an appalling company. No business sense and by the way I never received any call from a manager as per my request
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Telstra doesn't care if you don't have internet service – My netgear nighthawk M6 pro device became faulty after 3 months of purchasing. I chatted with a telstra representative and was told that a replacement would be sent to me by a certain date. I was also given information on how to return the faulty product. The replacement didn't arrive and I chatted with another representative. I was told… Read more
completely something different in that I have to return the device first and then I would get a replacement. This means, no internet for a week or more, which nowadays one can't do without in order to access email, ebay sales etc. I was told I would be compensated. This is not good enough, especially to have no internet for a week or more. I was even told that going into a telstra store wouldn't mean I would get an immediate replacement. I was told misleading information and the excuse was, the other person forgot to mention that I needed to return my device first. Hence, incompetence. I have always been happy with Telstra until this issue happened. Poor customer service and not truly helping out a long time customer.
Recent reviews
A great mobile data plan with its wings now clipped! – I use the Telstra mobile data service only occasionally, but it is very reliable in a location where other providers do not work. That great service ended when I tried to renew my 220gig/365 day expiry data yesterday. There was no advance warning or explanation - now the only option is an expensive monthly service that obliges me to buy much more… Read more
data than I need every month. However, after putting a query into Telstra's regional portal, they rolled the service over at no cost - giving me time to get a solution from another provider. After decades of putting up with not very good customer service, this gesture was much appreciated.
Appalling customer service – I've just spent over three hours trying to purchase internet for my house. I had multiple different errors trying to log in online and proceed. I then tried messaging them through the app and I was on there for nearly 2 hours, each time I waited for their reply for several minutes... then I asked to speak to a manager and that took over 20… Read more
minutes. When they finally got there and promised to finalise my purchase they said it would take a further 20 minutes. I am livid. I will be calling on monday morning to work out how to make a formal complaint - they refused to answer me when I asked multiple times how to make a complaint. I've had some pretty dismal experiences with telcos but this really takes the cake.
Absolutely appalling. Wait! There’s more incompetence! – Tried to sign up for the $85 deal that included Kayo, Apple TV+ etc. Started the process on 13th March and explained I needed the modem by 30th March. Had multiple chat and phone sessions and my order kept getting cancelled for no reason! No follow up, no communication between Telstra departments, no joy. Met all the criteria and then today the… Read more
28th I was advised the modem still hadn’t been sent! Still being asked if I think I’ve chosen the best plan?!!. I’ve read the the reviews and decided to pull out. No way this could get better. Absolutely the worst experience of my internet life! Rubbish rubbish rubbish. Do yourself a favour and steer clear. Even the salesman admitted they should have better systems in place. Unbelievable crap experience.
3 May 2023 - The Australian based salesperson I last dealt with assured me there would be no further issues, that I would be not charged for any services, that was it - case closed. Thanks mate.
This afternoon I received 2 emails. First one was to tell me that “You’re now set up for email bills!” Fantastic - not. Second email - “ Great news! Your home phone will be connected soon!” Time to grab a drink..
There’s a link in the email to the online order tracker. They’ve sent me a modem. Telstra Smart Modem Gen 3 Kit - NBN (FTTB/N). Being delivered on the 5th… Help me.. OMG it did get worse. Another phone call tomorrow to this rubbish incompetent company.
Meanwhile I’ve signed up with Tangerine with no problems. Wifi 6 router all going well.
8th May Email received. A TELSTRA TECHNICIAN IS COMING ON THE 11 MAY TO CONNECT MY NBN!!! I HAVE NO ACCOUNT WITH TELSTRA!! THE FARCE CONTINUES!!!
Telstra very disorganised, modem linked to another address – Ordered 5g home internet from Telstra.. was very excited to have fast internet as I have 5g tower 60 meters from my house. Unfortunately, it was ridiculously slow. Spent 2.5 hours trying to resolve the issue with telstra and was passed around 7 different people with no resolution. Turns out it is linked to another in address in a different state… Read more
so is ‘geo locked’ … whatever that means. Tried to change address on the Telstra app but surprise surprise that doesn’t work either. Have gave up now and cancelled unfortunately : (
4yrs of frustration finally over with Telstra – After having 4 years of poor to no nbn telstra broadband is finally over after closing our account with Telstra. From day one we have had nothing but daily dropouts minimum internet speeds. After complaining about Telstra broadband service, after waiting hours in there support process to even speak to their hopeless inefficient and incompetent… Read more
support team over years we cancelled our service.
We joined Aussie broadband. We explained our problems and experience to their support team. That being a team in Australia that actually listened. Aussie broadband did a simple test to advise that the NBN modem was faulty. They organised nbn to replace the modem and now we have a service that is what we had paid for for. After all the calls to Telstra all the had to do was test for a signal which I have been told is just first step but they are so incompetent they never did.
I see all the complaints from others yet nothing has been done by the government agency’s which are suppose to check on such conduct. Yet the Australian government does still part own telstra so that may be the reason they get away with this behaviour.
Do yourself a favour, if you are as frustrated with Telstra as I was cancel your broadband and go elsewhere they are not the same as Telstra.
5G a farce and terrible Customer Service! – Have had issues with our 5g wireless with Telstra from day1. Hardly ever get the promised speeds, 5G connection an issue in spite of being in an area surrounded by a few towers. Customer service is terribly slow, confusing and a time waster! All in all i am an unhappy customer. Keep getting passed over from one area to another. It's been a rough ride!
Wifi? What wifi! – I moved a month ago and since being with Telstra wireless broadband, I have experienced nothing but the pinwheel! On and on it goes. Constantly drops out and I can't run more than one laptop at a time. The box is in the eoptimal.location but yet the 5G light has "NEVER" illuminated. Most recently I lost a court hearing because the judge… Read more
couldn't hear what I was saying in time and when he did he though I was talking over him. Also when I did sign up the rep was as rude as the day is long.
WORST CONNECTION EVER!!!! Don't sign up for this shocking lack of service!
Great speeds only downside is it’s not unlimited data – This is the first month using Telstra home 5G. The speeds are great. The only reason I haven’t given it 5 stars is that it’s limited to 1 TB data. If it was unlimited it’d get 5 stars.
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- +2
Telstra throttling back 5g – Have had 5g since just before Christmas last year. Every time I reboot my router M6Pro previously the M5 with the same problem I got speeds at almost 800mbps Download and Uploads in excess of 50mbps. Within 30 minutes they are down to under 200mbps and often as low as 20mbps. I have all new equipment and even went out upgrading my router for and… Read more
extra $500. Telstra refuses to help or admit they have a problem. I have since had to contact the telecommunications ombudsman for a resolution. Telstra contacted me said the service was as expected and closed the case. I am now having to wait up to 6 weeks to get a case manager with the telecommunications Ombudsman with the hope of taking things further. My signal strength is great 5 bars on the modem and between -80 and -90 antenna test. I can see the tower from my front door. Telstra has now farmed out their complaints to another company Salesforce.com. It might be part of Telstra not sure, very unhelpful and with Telstra as offering advertise average speeds of 378 Mbps and boasting the fastest 5G service. They need to pick up their game as this is force advertising and unfair to you and I. Let’s hope the Ombudsman can help. If you have a similar problem, please contact the Ombudsman and make a complaint. The more noise the better.
Nothing back from Onbudsman yet. No contact from Telstra either. Speeds still slow and dropping out now and again late at night. Looks like telstra wants to be part of the problem not the resolution. Thanks to those who have shared simular experiences. Where is the government when it comes to these problems? We need a voice and maybe a lawyer willing to take them on for us all. False advertising should be an offence.
Ok since my last post. No luck with Telstra fixing the problem and defiantly no support. Even after going through Ombudsman. I thought this might be the case. Seems Telstra has things sewn up with speeds. Nothing is guaranteed so the speeds I was getting at well below 20Mbps is acceptable. The Ombudsman tried to get Telstra to look at the problem but said his hands were tied so no luck. Have spent over $1000 in modem upgrades to confirm the problem is Telstra’s, but Telstra will do nothing. I spent some 30 minutes speaking with the Telstra representative (non-technical) , who told me a technical person would ring me on the coming Friday. This never happened as they don’t want you to speak with anyone in the technical department especially if you can understand them... So, as you can see tech support is non-existent. I had all my information and reasons why it was a Telstra problem, but I think they knew they were at fault. Even after checking with one of Telstra’s aerial installers. He also told me the services were over loaded all the way up the coast. So even if I had spent money on an aerial I didn’t need. Nothing would have improved. Telstra deal was cancelled and there was no exit fee but I pay back the JB-Hi-Fi voucher I got with the deal. After saying they would take back one of the modems. I was happy to give them the older M5 modem back for the outstanding voucher cost. They wanted the newest M6 Pro in payment. I decided not to accept that deal and have paid back the voucher balance. Not a great success but what could I do. Will sell the 5g routers to recover some of the money I have lost. Thanks once again to Telstra I am out of pocket and no further ahead. Be warned they are a company not to deal with until they become customer orientated. These are facts nothing is made up. I wish the government would start holding these unscrupulous companies to account. You need to get what you pay for. Since changing back to NBN, the lag has gone and everything is once again working correctly. Just a shame 5G is not an option in Bundaberg or going north according to Telstra aerial installer. These are my last speed test before going back to NBN on 13 Nov 2022. All my issues have now disappeared. See below.
Telstra 5G Network - Mackay – The fact was just to load this page on 5G it never happened after two minutes. Had to wifi from home internet to get the page to load. I did a speed test which indicated a download speed of 14.3 and an upload speed of 0.18. More tests have been loaded as pictures. I have been to capital cities and experienced very good speeds; however, not the… Read more
case in Mackay. Telstra shame on you, you charge the same price across Australia, so we should get the same service across Australia i.e. speeds.
Telstra hate rural – I live only 7km from town. Only 3km from the 4GX Mobile Broadband tower. Signal strength is 4 bars out of 5 (-87dB) on my Netgear Nighthawk M2. Speed from Midnight until 7am is 30mbps, with decent gaming latency of 84ms. Every evening from 4pm to midnight speed will drop to 0 - 2mbps and be completely useless for gaming with latency in the… Read more
THOUSANDS, literally. Even during the day every weekend and public holiday the speed is rubbish, and sometimes on normal weekdays too. If there was any other option in my area, even ADSL 1, I would take it. I took this to the TIO 3 times over 2 years and Telstra admitted the tower is congested. The suits have decided not to upgrade it though since it's rural. They don't care at all about their customers. Every further sale of Telstra mobile products should be considered FRAUD since they can't reliably service their existing customers in postcode 6330. Customer service is just endless Indian live chat agents troubleshooting useless crap that is irrelevant. Even the final calls from TIO officers in Sydney aren't Australian. Biggest load of rubbish I have ever had to suffer in my life. They act like I live on the moon just 7km from the city. They blatantly refuse to provide enough backhaul data to their mobile tower so customer experience is awful every evening. Basically if you are sleeping overnight the net will be great Midnight to 7am. If you are working 9-5 mon-fri the net is decent most the time while you are working. But when you come home from work, and are not asleep, the internet on Telstra 4GX is unusable THROTTLED RUBBISH. Telstra executives don't deserve a dime until this attitude of giving rural customers the middle finger while charging $91/mo (increasing soon btw!) is removed from their company and they start taking small losses in rural while they make BILLIONS from metro. Attached is the huge amount of WASTED EFFORT i went to proving the congestion only to be told "you can leave your plan no charge or accept it as is with no upgrades promised" - THERE IS NOTHING ELSE WHERE I LIVE FFS.
High speed 5G wifi home internet – Very high 5G wifi speed , very happy . NBN is so 2021. As soon 5G was in our area ordered the 5G WiFi home internet Telstra. Just plug in wait a minute and you are on the net.
Telstra signed me up to 5G, then cancelled my order due to apparent over capacity, but still did a useless credit check – I called Telstra to find out if 5G wireless broadband is available for my home, and after a short check I was told yes it was. Great, I thought. So I signed up. This included Telstra getting a lot of personal details about me, plus conducting a credit check, which from my understanding effectively lowers my credit rating. A couple of days after… Read more
the sign up was complete (which took about one full hour), Telstra called me and told me they could no longer offer me 5G wireless broadband as they were now over capacity for my area. I asked the representative why didn't you tell me that before I signed up, and he said apparently the capacity had just been exhausted in my area, conveniently at the very moment I was about to be onto the 5G plan.
The representative said he could however offer me 4G wireless broadband or NBN at a much slower speed than 5G, at about the same cost. We had no interest in either plan, since besides their 5G plan, Telstra are poor value when compared with almost every other internet provider.
So the most annoying part of it all (besides the long one hour call to sign up), was that Telstra should not have performed a credit check on me if they could not provide me with the service they said they could. It is a useless credit credit that will now for a long time bring down my credit rating. This will also be reported to the Ombudsman.
Terrible Company to deal with – I run a before and after school care service on the northern beaches of NSW on the grounds of a primary school. Our internet service is worse than 3rd world. It constantly drops out and the maximum we can get is 2Mbps if we are lucky. Tried ringing Telstra and they just take you through the same rigmarole of modem restarting which never works.… Read more
Tried complaining online and filled out all the forms and got a 'A server error has occurred' message. I expect their server is overwhelmed with people complaining! The irony is that the school gets 500Mbps. I have travelled extensively around the world and Australia has the worse wifi network hands down.
Beware plan changes – Beware! Telstra will claim that you can manage your mobile broadband plans. In truth you will be able to increase your plan but not decrease it. I was stuck paying for a plan I no longer needed or was using due to an inept IT system.
full of crooked customer service leaders – they can do anything to make money off people even using crooked methods. customer service very poor and supervised by bunch of thieves and crooked leadership. so disappointing and no professionalism
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