Reviewer Photos & Videos
Customer service Non Existent at Telstra Orange
Visited Telstra Orange shop and was greeted by a very assertive assistant who insisted the only way to get any service was to make an appointment some 4 hrs later. Not customer service
Service at castle hill Telstra shop
Storm and lightning strike c.1900 on 14 October resulted in damage and failure to my 2 Foxtel set top boxes; Satellite dish electronics and my NBN Modem & terrestrial aerial system. Result was total loss of internet and Foxtel services. Subsequently advised similar adverse effects to other nearby properties.
Telstra shop at Castle Hill “The Towers” personnel “Willis and Jenil” gave me excellent service replacing my faulty Dongle with a replacement that gave me minimal access to the Internet to tide me over until repairs effected 19th October. Very prompt, efficient and helpful service
What service? Two, TWO, visits, no success
Purchased Telstra picket wifi from Post Office. Could not connect to Telstra network. Went to the first Telstra store. Assistant spent 30 minutes and several conversations with associates and said I was connected. By next day still no results. Went to second Telstra shop. Finally, after twenty minutes and discussion with manager, informed me the sim was faulty. They replaced the sim and said all was well. Next day still nothing. It took a further twenty minutes on the phone to Telstra techs to finally connect. Phew!! What a pain!!
Finally took the plunge
Being 75yrs. of age i come from an age group who try to be loyal to businesses and don't like change. i finally had enough of my telstra store and have taken three of my services elsewhere, i have been a loyal telstra customer for 53years, and have no issue with their coverage with my devices, my move has been based solely on the service and attitude from staff at their Victor Harbor store.I feel the attitude towards older people from some of the younger generation in regards to technology intros store is unwarranted. I have tried to have the s...taff get me in contact with the store manager with no success.I received my sim card from Moose mobile yesterday, only took 2 days to get here, within 15mins. my number was ported over and operational, i am now saving dearly $900 per year which wasn't the object of me leaving telstra,but that's a lot of money and i am getting more data per month as well. i think the major telcos rely on the fact a lot of us elderly customers are daunted at changing providers but it is so simple .
How are they still allowed to be operational in Australia
Literally the most pathetic service, long waits and no feasible or satisfactory outcome can come out of these stores. Never had any good experience with Telstra.
Telstra stores give abysmal service
Every single time I go into a telstra store I am greeted by a storm trooper with an I pad. They all have attitude and take great delight in telling you there is a wait and to more or less go away. Since when does customer service involve being sent away and wait to give you money for your products. Your whole organisation needs to learn customer service because you have no idea what it is. I don’t know how you drive this organisation more into the ditch but amazingly you manage to do so.
Terrible customer service and support
Went with Telstra because they have bricks and mortar stores and so thought the support would be more accessible/easier/better overall however I was wrong. They have taken a lot of their support and operations teams offshore to that point that when I went in store and posed a question to them, they told me to go through their app and that I would get "support" there.
Went home and realised my situation was more unique and ad hoc and that the app didn't suffice. I tried calling only to be told by a robot to 'refer to the app' and then being hu...ng up on very abruptly. The NBN itself hasn't caused me any issues other than the few drop outs here and there but if you think you are paying more for a premium service, then you are wrong. You can pay much less for the same service (if not better service) from other NBN providers who do not necessarily have a 'shopfront presence'. I think Telstra need to look towards providing more tailored support especially if they are charging their premium prices.
- 12 reviews
- 2 likes
Great resolution by telstra customer service, of a problem with a dealer
Telstra doesn't do everything right - but recently a licensed dealer/shop tried scamming an account i'm connected to.
The dodgy shop tried taking over this account, sending email messages directly.
I phoned TELSTRA 132200, waited over half an hour to get through, and in short they put an end to that nonsense and got my mobile phone reconnected.
This is what was going on:
Telstra als...o gave a month's credit, the customer service guy (i think) [Name Removed] sorted out a complex situation straight away. He did a great job, i couldn't have sorted it without him . five stars * * * * *
Telstra no longer or limited support to their customers over the phone now via their poor app only , they say because of Covid-19 reason Covid-19. I was forced to switch to NBN in 2019, before that I used their cable broadband service at a reasonable and consistent speed of over 115MBPS all the time, but now it is ridiculous with the NBN broadband the speed is not consistent at all, some of you would not believe this, that the download speed variation is between 0.5 to 40 MBPS. Do you know that Telstra got a compensation pay-out from NBN for...slow download speed ? But we are their customers struggle with their rubbish connection. I contacted them so many times and do you know how they respond? They send the following message every single time just copy and paste this "We'll now need to attempt to restore your service by doing a factory reset on your Telstra Modem. To do this, you'll need a paper clip, pencil or something similar to hold the reset button on the back of your device. Hold it in for 15 seconds and then release. During this time, please don't touch your modem, NBN Connection Box or any connection cables. The modem may take up to 3-5 minutes to reconnect. This step will reset any custom settings."
Telstra recognized my wrong address
Applied nbn in store but get rejected as they required valid passport which mine have expired and been told to order online.
Called customer services for connection help, the Indian accent staff said I need to have nbn installation with technician and she gave me wrong number and email address to contact, but staff in store said I plug in to the wall and wait 48 hours that's all.
After self installation, the average speed is 20-25mbps rather than 50mbps, unstable and sometimes drop out.
It was working fine but suddenly very slow which can...open internet browser only. I lodged a complaint about home nbn wifi but the customer services said my issue is mobile network. It looks like the staff didn't read my complaint as my service only shows contract mobile only, the internet didn't appear in my service. After a few calls, the customer services told me I didn't placed the order correctly as he can see my order is in pending status and my modem in 4G backup mode, he told me I need to contact app chat message to complete my order then hang up.
DONT DO IT! Incompetent customer service and expensive product
Called Telstra to advise I’m moving house in 2 weeks and can they disconnect my NBN internet in 2 weeks from now as I have gone with another provider. I was told no, they cannot set a future date for a disconnection. Unbelievable that they do not have the technology to do this. I’ve had other issues with Telstra namely; they’ve not been able to reset my log in and password for the Telstra app, so contacting them is always painful. Also had a billing issue which I won’t get into. They’re just incompetent.
I went to the TIO and they assigned me...a case number. A Telstra “complaints manager” calls me today (offshore call centre) and advised he can disconnect my internet in 2 weeks. Fine, no problem, off you go, let’s do that. 20 minutes later my internet had stopped working. He had disconnects me today instead of the future date. Essentially this was my entire complaint. So I call TIO to see if they can expedite anything as I’m working for home and need internet. They’re useless, can’t do a thing. Why are they even there? They appear to have become so bogged down in red tape and their own rules that they’re unable to actually support the customer. Called Telstra again on hold forever. Explained the situation, again. They’re now talking to a sales team to set up a temporary account until I move. I am awaiting a call back but I don’t have much faith that they’ll be able to reconnect me until I move house in a week or so time.
No way of communicating via phone and constantly sending bills to wrong place and won’t fix the issue
You cannot contact Telstra a via the phone anymore. I have been with Telstra for many years now. I have constantly changed my email address with them to one particular address both in the store and via the phone. However my bills sometimes go there and sometimes go to an old work email. Which means I am charged a late fee payment. Having no one to contact and never rectifying the issue means I am constantly out of pocket. Very disappointing and one very unhappy customer.
Telstra Webmail is hopeless
I've been a long suffering Telstra customer - the main application I use is Telstra Webmail. This system is still as problematic as it was 5 years ago - they did do a major revamp a few years back but the Webmail system is still as unreliable as ever. If I ran a small business I would NOT choose Telstra for my mail service as they seem incapable of producing a reliable and high performance system.
In November the mail system was unworkable for almost 3 weeks (so slow with many timeouts). I rang their support centre and via a menu driven syste...m (I never managed to contact a person) was directed to a website to do an online test of webmail. It detected a problem which could not be diagnosed and suggested I ring their support centre and hung up ! Aargh ! After logging a complaint with the TIO, a Telstra 'manager' rang to offer their apologies- and that''s all they could offer. Apparently a mail server was down (for 3 weeks ?). Eventually the problem was resolved - I await the next one. I suggest : 1. All Telstra employees and executives be forced to use Telstra Webmail so they also can feel the pain. 2. They sub-contract there mail service out to Google or some organisation who know how to run a mail system.
Customer service is awful.
I have been with Telstra for decades. Their product is fine apart from the many dropouts. However a couple of days ago my modem dropped out and did not restore service. The modem reset and switched to Mobile service, a great feature BTW.
However, while in the past, their fault customer service has been variable, from good to problematic, this latest iteration of having to use a message service is a customer service disaster. I just wasted a day convincing the person on the chat that I had a fault. Something that could have been cleared up with...
Customer service by the store manager is abysmal
Store manager couldn’t have provided a worse customer experience. When told his staff promised me something, he hung up on me, when I called back he told me “We had finished the conversation.”
When I told him his staff told me otherwise I was told “Take it, leave it, complain about it online, I don’t care.”
Just in awe of the bad service.
Questions & Answers
Sorry, there are no questions yet.
Get an answer from our members
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.