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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 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 , vey happy . NBN is so 2021. As soon 5G was in our are 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 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 repr...esentative 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. 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
Telstra 5G solved my NBN problems
I live in an area that has absolutely rubbish NBN. FTTN with drop outs every hour. I recently switched to Telstra 5G on the 400GB plan. I pool it with my mob so get 485GB in total. Its more than enough data.
The combined cost of the modem / data plan is still about the same as 100mbps NBN plan, but is consistently 3x the speed.
I am not a fan of Telstra generally - but I am so impressed with the reliability of this connection
I recommend plugging the 5G modem into a decent nest system (I use TP Link Deco M5), and check you have your 2.4 and...5ghz frequencies turned on. I originally only had 2.4GHZ on and was only getting 130mbps. I now have both on and am consistently getting between 300 and 400mbps I watch at least an hour a day of streaming tv, and am on teams / zoom video calls at least 1-2 a day. I am not even at half my allowance and the month is almost over. In relation to customer service... I have always had very very bad customer service from Telstra, even as a business customer. I was so impressed with the customer service at the Rouse Hill Telstra shop. I understand this is an independent store - this may be the difference.
Horrendous customer service, have been trying to get connected for months. I have spent hours on the phone and no one seems to be able to sort there crap out
Worst experience of my life!
Spoke to 3 different reps. First one said I could not get NBN, so ordered ADSL - modem within 7 - 10 days...but asked them to check my location for NBN as every other unit in my complex has NBN. Product summary came through with my first name as my last name. Order never arrived. Rang back & was told that a technician visited & I COULD get NBN. Order never arrived. Rang back & was told again "can't get NBN". Had to buy wireless broadband, despite being rung by Telstra customer service to say that ADSL wasn't necessary & NBN was available. This ...has been going on for 2 months! No record of that call. Rang back again but they couldn't verify my licence due to them recording my last name as my first name! Threatened ombudsman. 3 ID & credit checks, 3 people, 3 product summaries, no info stored. Finally allowed to get wireless broadband when I was told I could get NBN?? How? Worst, most confusing, inept customer experience of my life...and I work in customer service. Just shocking. How can I have 3 failed orders, 8 hours online & nothing to show for this? I earn great money & honestly, buying a home was easier than getting the internet connected. How can this be? I was asking for NBN unlimited data for $90 per month. I have assets over half a mill. Beyond words & beyond disappointed. Get it together Telstra!!!
Many complaints made..finally a real person helps me..shows huge speed 18 mpbs!...an hr later we are again low speeds..lagging ..hanging..online app is useless..the so-called specialist are frustrating and time consuming
The worst customer support experience ever.
I was a telstra customer to around two years and there was not a single intances where my query would have been solved in a day or two. Its always numerous back to back calls to their support team (which I really think needs some serious training) and would successfully fail to resolve any issues.
I am done with this sh!77y service now.
I've been with Telstra since 2006 but I recently went to increase my data on a broadband wireless dongle (odd name) and was given an sms link that still didn't help me (after two lengthy calls).
I've already logged on to my account and there are no suitable options for the modest increase I need.
The automated response from Telstra is disappointing. Our own national carrier can't speak to one of it's own clients? Shame on you Telstra. I know this has no impact but I hope by the power of numbers you eventually listen to those that pay you.
You are currently a disappointment to all you supposedly serve.
All the best,
Do not use TELSTRA
Telstra have the worst systems & customer service. Go elsewhere. You can never get through to anyone but if you wait approx 3 hours you might and if you do, you will be told incorrect information and anyone dealing with your query will get it wrong. It's not worth the time & stress. Go with another company.
Telstra - premium price, absolute worse service
So we have moved 45 minutes away from our previous home to enjoy the country life but certainly are not enjoying moving to Telstra. We had NBN FTTN with Spintel at the old address for 4 years and have nothing but the highest praise for them. There were sometimes connection issues but we could call or net chat to someone who would stay on the line till the issue was fixed or if it couldn't be they would follow it up and contact us back with the fix. Yes the techs were somewhere in the Philippines but they were knowledgeable and impressive.
Now ...to telstra. Forked out nearly $400 for a Nighthawk M2 modem, touted as the best thing other than 5G and we were told it would be faster than what we previously had. Well Spintel consistently have us 40MBPS download speeds. Telstra is consistently giving us 0.6MBPS!!!!! and we are in line of site of the telstra tower around 500m away. OK so maybe there's some settings issue or something so onto the telstra app to see how to contact telstra. The only way is by a chat bot which is laboriously slow, it has taken 4 days to have a conversation that would have taken 5 minutes with Spintel and the result is we are told theres an outage in our area that should be fixed in the next few days. Checking Telstra webpage, no outages listed in our area and device showing full bars of connection. So are we being lied to? I had to change from Vodaphone for calls, also an excellent service but not available in our new area. I went with Circle.life - a cheap $30 a month plan. I am currently getting faster internet speeds from using this than the $75 a month telstra mobile broadband. Oh and to top it off I cannot link my service to my login on their app or website! How can Australia's top telecommunications company be so pathetically incompetent?
Telstra (Mis)Communication Giant
I have been a long-term customer of Telstra for decades. I believe that over that time Telstra has gone from a customer focus to a money making focus; sadly, like so many other companies! This has meant that their service and charges no longer served me well. When I discovered that some of their recommendations were not in my best interest, I made the switch to another provider! Have you ever tried to pull off a leech that has attached to your leg? Well, you get the picture of what ensued! Not only did I spend countless hours with their Philipp...ino staff, trying to get the switch-over process completed for internet, home phone and two apps, but their promises that the process had been carried out proved wrong, and the bills kept on coming. I received refunds, which were cancelled out by yet another invoice! Add COVID-19 communication difficulties and your blood pressure goes through the roof! In the end, after yet another of their phone calls, I told them, both in writing and verbally that I would not communicate further with them, and would not pay any additional bills! No point trying to get a refund for being charged twice for the same service; by the new company and by Telstra! The process is too costly, from a mental health point of view!
Questions & Answers
Could people here who have moved from Telstra to another provider, please indicate which provider you have moved to ? Due to NBN copper issues, I want to go 5G, but am absolutely terrified of Telstra. Thanks in advance.
Impossible to speak to a human being at Telstra. No help whatsoever.
can my old phone points be rewired to work on the nbn
Depends on what technology your NBN connection will use.
If you are in the majority you will receive a Fibre to the Node connection, this will use your existing phone points.
If you get HFC (Cable In...
Get an answer from our members
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