Telstra Home Internet
Verified2,239 reviews
I live in Melbourne's West, Point Cook, the suburb Telstra has swept under their ''too hard'' rug yet gets slugged for premium ADSL internet which dates back to the 90's. I pay a whopping $ 97 monthly for antiquated home internet. With an upload of 12 - 20 Mbps my daughter has difficulty in uploading her WRITTEN assignments. May as well have dial… Read more
up! As for their FETCH TV Box, it keeps resetting, loses connection, freezes, etc. I contacted Telstra, was on chat with an AI Robot who 'promised'' I would get a new FETCH box ASAP and as a priority and would look into my upload issues. Four months later it's still coming, it is in context with TELSTRA's upload speed, slow as a wet wick! Disgraceful TELSTRA, absolutely disgraceful. I have been a customer for over 14 years and this is how you treat me? For that sort of money monthly YOU should be refunding me 90% to make up for your 10% speed. FIX IT !!!!!
Complete lack of resolution and demanding $238 to inspect Ever since upgrading, our experience has been frustratingly poor. Despite paying top dollar for the 500 Mbps tier, our connection suffers from severe instability daily. Frequent dropouts and latency spikes cause constant buffering on streams and disrupt critical tasks, ultimately making it… Read more
impossible for my wife to work remotely. Over the last six months, I have engaged Telstra technical support on nearly a weekly basis. Each interaction results in the same repetitive script: resetting the modem, power cycling the NBN connection box, and adjusting settings. These temporary steps never resolved the underlying fault. > The final straw came during my last conversation with their complaints department. Instead of taking ownership of an ongoing six-month issue, they told me I must pay a $238 upfront fee just to send a Telstra technician out to assess the problem—with the caveat that if they deem it not to be a Telstra issue, there will be no refund. Expecting a customer to gamble $238 to fix a premium service that has never worked properly is outrageous. Telstra charges premium rates without delivering a reliable connection or standing behind their service. We will be closing the account and switching to Starlink.
Highly disappointed with Telstra. No notification of PLANNED maintenance which will continue for 7 days on both 4G & 5G. This is messing with peoples work - notification is highly important. A lot of money lost. I called the call centre to get a better understanding - and basically it was no different to what was online - just a bunch of… Read more
information that does not make sense. e.g planned maintenance 1st of Sept to the 1st of Sept - 1.5 days. Planned maintenance 1st of September to the 3rd of September 2 hours. Such useless information. Basically badly intermittent for 7 days - who knows when.
Edit: I placed in a complaint regarding not recieving notification of the maintenance and how it is conveyed. Their response was to ignore my issue with it and apologise that the maintenance and its inconvenience. No mention about not recieving the notification. The complaint was about the notifications.
Reviews with attachments
My 85 year old mum has a small Telstra Plan - 50Gb. When the 50Gb is exhausted the service is supposed to be tapered which in my understanding is still supposed to be usable to load basic web pages. I did a speed test and the maximum speed I have measured is 0.14Mbps. All other times I could not even load the speed test page. When calling Telstra… Read more
they simple say that the allowance has been used and the rate has been tapered and she needs to pay more to get more data.
If she was paying for 50Gb and it was supposed to go to zero then fine but the plan is supposed to be tapered and still basically usable. The service she is getting now is just not fit for purpose.
Rubbish service, rubbish function, rubbish value for money. They send a survey that cannot be answered as the site goes nowhere. They respond to emails by sending the same non responsive survey. A great way to never get any negative feedback. We had all our phones and internet with Telstra. Not anymore. The mobile 5g/4g service is, you guessed it… Read more
rubbish. Every where we go the reception is 2 bars or less. Boronia, wantirna, Bayswater, dandenong, these are not regional out lying areas. This is Melbourne metropolitan areas. They justify the outrageous prices by claiming “ we can keep investing in our network, products and services as data usage continues to rise,” yet the network and the reception is actually getting worse. Save yourself the heartache. Go somewhere else.
I have done the internet service check because Netflix was lagging when I check the outcome was excellent not true of course Show details
No REAL people to talk to. Just a bot who knows nothing . Why did I switch? Telstra is much more expensive for much less real customer service, constantly switching my modem off during day and night and I'm always watching streaming services. Consistently low downloads and upload. They say 300mbps u/l and 40mbps d/l. REALLY?¿???? I would… Read more
love to see that. Here's today's attached. As well, I can't open weather on BOM and my bank account. Extremely frustrating Telstra .
This is a very UNRELIABLE service. The internet disconnects on a regular basis. The only solution to it is to unplug the modem and reconnect the power to reconnect the internet. I DO NOT recommend Telstra 5G Home internet.
The worst internet I've ever had in my entire life! Show details
Frustrated with the lack of progress in internet access. I did a speed test on my phone to see if there was anything wrong with the reception but it was the internet. If there’s a score Telstra deserves it. Show details
UNACCEPTABLE SERVICE FROM TELSTRA over past 2+ years. Reported the poor internet service issues over 30 times. They keep promising its been escalated and it will be resolved. Cannot watch live sport, tv or anything with the internet losing signal! Useless service. You’ve just convinced me to change to Starlink. Telstra in WA, is useless! Show details
I signed up assuming Telstra is the best in Australia, but whew, had I known the nightmare I was stepping into. Telstra cancelled my current service as soon as their modem was delivered to my premises. I was in the middle of an office meeting and boom, the internet is cancelled by Telstra because star track delivered their modem at my premises. I… Read more
plugged in the modem and nothing happened. I called the helpline number and the message played that all our lines are busy (or full) and one of our international team can call you back if you'd like, else you wait. 23 minutes later, I was connected to a wonderful team member, who was terribly sorry and helped me set up my internet. She was brilliant, but even she took over 45 minutes just to get me connected to internet. This is with a smart modem from Telstra which is apparently, plug and play. The lady told me the modem is new for them, even they are just learning on the job about the modem. Fair enough. Everything started working. Later that night, the internet died. I raised a complaint the next morning and Telstra support did everything they could to make it my fault. I kept telling them that I have been using the services on the premises for over 4 years without any faults/ issues, but they started blaming the wiring at my premises for the problem. for 2-3 days, they kept calling me and telling me that the service is up and running and there is no issue. Then they would call, introduce themselves with English names while they were clearly calling from overseas locations, and will disconnect the call after initial hello and greetings. The service totally crashed less than a week into the use. I knew then, that Telstra will not help as they will just blame things out of their control. I asked for my AVC ID and they gave me the run around of my life just to obtain that information. I was so disappointed with Telstra NBN 100/20 plan that I disconnected it merely within 7 days of use because it just did not work. I used to get 1.3 mbps or 2.6 mbps speeds and if I checked the speed on my mobile through telstra app, it kept giving the message that the internet is not connected. I felt so bad that they claim that they are the best in Australia, however, I would probably call them as the worst nbn internet service provider in Australia. I am finally back with another service provider and my internet is running as expected and no service interruptions at all.
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Latest follow-ups
They have to lift download limit – Ordered 5g on Sunday and paid. It was showing address is all good. Monday telstra website got updated my address is no longer eligible for 5G. I’ve already be cancelled current internet. So once I got the modem started to use it. Speed is good so… Read more
no complaint. But I think telstra is the only company that has download limit in 2024. I thought 1 TB is enough but I was wrong. I need to cancel and get NBN without download limit
Follow-up · I have used I’ve 1 tb in 20 days No extra cost it’s just slow
We were with Belong (owned by Telstra). It was a good service. As its internet allowance dropped and price went up we went to Telstra. Telstra wireless 5 G is quite hopeless. I need to constantly turn it on and off on devices to get it to connect. Laggy at any time.. It's just gone up $10 a month. Very disappointed.
Follow-up · The issues with Telstra remain.. Resets dont not help. 5g shows available but can only connect to 2.4g. The modem is not particularly good. We have mobile phone towers close to our home so coverage is strong.
My mother moved to a NEW unit custom built for her, in July 2024. For some reason, the bloke that did all the wiring set it up for old style copper phone lines. A power point and RJ45 socket all set up ready for the modem up on top of the linen… Read more
cupboard, all hard wired through the walls 2 rooms away. Great. Too bad Telstra won't do a FTTN connection for her, even though the "pit" is only 6 metres away, and there are existing houses in the court that already have FTTN connections, so there IS a node already. Then to make matters worse, the builder arranged for NBN Co. to come and connect her. This sh!tty silver renault van arrived with three turbanned gentlemen in HI-VIS who proceeded to run a FIBRE connection to the side of the unit from that pit, removing the small grey box the sparky installed and substituting a new larger grey fibre connection box. Then he came to the door and proudly announced that "We have connected your internet" and left. Quickly. So, I had a look at what they'd done. Nicely rolled up fibre cable in the box next to the nicely rolled up 4 core phone cable coming from the unit....Well, THAT'S not going to work, is it? So, options were - drill a hole through the wall and have an ugly great NBN Co. box, shelf for the modem and extension cord to nearest power point on full display in the corner of her lounge room, PLUS pay the $300 "new connection" fee to NBN Co, and whatever $ the internet plan was going to cost, OR, go for Telstra 5G home internet, with MU5120 5G Hot spot / modem. This is where we are at now. And, for a year and a half, all was well, until 1 month ago, all of a sudden, NO usable 5G. It "connects" to the tower, shows 3 bars of signal on Telstra 5G, but it won't show usage information, and you cannot do anything internet wise. IF you manually LOCK the modem to the 4G network, all works like it should, but that's NOT the point, She's paying for 5G access, and she should be able to still bl00dy well get it. Telstra have been totally inept (or - is it malicious?) in diagnosing the issue and suggesting a solution. So far, I have spent a total of 6 hours on chat spaced over 4 separate weekends and a couple of weekdays, I have SO many case numbers, My wife and I have driven over 200 kilometers to and from my mother's unit on multiple occasions to be THERE to do the agent's required tests on the modem in her local 5G area, I've had to make an appointment and take it to the nearest Telstra shop to have the SIM changed to test if THAT was the issue - nope. Suspiciously, Telstra did "maintenance and upgrades" on the towers in Mum's area at the same exact time that the fault occurred, but even after supposedly being elevated to a "level three" case agent who had to wait to find out the results of a "network signal investigation" in Mum's home town, they supposedly found NO FAULTS. Funny thing is, I took the modem with me to test it in other locations (works fine EVERYWHERE except her town, even beside the local tower - tons of signal, but NO 5G access, hmmm....), Telstra are STILL claiming that there are NO problems with the 5G network in Mum's area......We've now reached the "return the modem stage" for repair OR replacement, I have to wait for an e-mail advising when, how, and with who. I wonder what's going to happen IF the replacement doesn't work either?.........
Follow-up · What an absolute circus. Even after having an appointment made by Telstra themselves for me to return the modem at the Devonport (Tas) store, it still took me over an hour of explaining why I was there to get them to take it. So, FINALLY it got sent away for "repair" even though as far as I was concerned, it was not faulty. And - at the same time… Read more
Positive reviews
I switched NBN from Internode to Telstra and was connected today. The home number was ported in 4 days.Modem arrived in 2 days and was immediately connected to Sim backup. The experience I had instore was great and the young girl answered all my… Read more
questions competently. I felt no pressure from them at all. In a nutshell,everything for me worked out perfectly,without even contacting Internode,who sent me a final,in credit,invoice today. I signed up at the Telstra Store, West Lakes, Adelaide, SA,about 12 days ago.
Follow-up · Everything is fine. The backup SIM was working the moment I connected the modem. It was active with no problems at all...for the record,however,it is capped at 25mbps...nevertheless we didn't have any problems watching a few docs and movies. Online bill management is overall pretty good,most things you can do with it. Speeds have been… Read more
Yesterday I needed help to close an account with Telstra and convert to one of their other offers. The young lady who spoke to me was so delightful and respectful towards me because I wasn't very good at that kind of thing, and it took quite a while, over an hour I believe, and she talked me through everything and it all worked out exactly as I… Read more
had requested. I asked her many times "please be patient with me" and her answer was always the same "that's fine, I'm right here to help, take all the time you need" so we did what had to be done and it all worked out without any problems. I must admit that their public relations department are so easy to deal with, but this young woman was exceptional and I send a big "Thank you" to her, and Telstra. She is certainly an asset to your company.
Telstra is probably the best 5G home internet provider in Australia. I’ve tried Vodafone, a few other 5G services, and just about every type of NBN or landline connection out there—but nothing comes close to Telstra’s speed. With their new 5G home internet, I regularly hit off-peak download speeds of 550Mbps, sometimes even 600Mbps. And that’s in… Read more
a busy commercial area of Sydney.
I just hope Telstra keeps investing in this kind of infrastructure. Australia’s geography and relatively small population make it one of the toughest places to deliver high-speed internet, so what they’ve achieved is genuinely impressive.
And let’s be real—if you’re not happy with Telstra’s customer service, you’re probably not going to be satisfied with anyone else either. In my experience, they’re one of the best in the business when it comes to support.
Want an example? I once contacted TPG about home internet disconnection issue. Their online chat took an average of three minutes to respond to each of my questions. Then, mid-conversation, the support agent literally left to have dinner. I’m not kidding—it took over an hour to get halfway through the chat, and she never came back. Classic. And with many other ISPs, I couldn’t even figure out where to go just to get a chance to chat with a real person — MyRepublic was a good example.
Negative reviews
I wanted to cancel my expensive Telstra account. They have provided a disappointing service especially if for one month you exceed the allowance. Then if you cancel your account and they have already invoiced you for the month they do not refund the money. They charge you anyway and say ah well.. your problem and our money. They escalate your complaint to the same person on the phone. 136818631 complaint number
Spent over an hour and a half on the phone trying to sort out a billing issue with them, over a third of that time just waiting to get through to somebody. Ended up talking to someone who claimed to be in Melbourne who needed to transfer me to an "expert" who claimed to be in Sydney, who then transferred me to someone else who was supposedly in… Read more
Melbourne - all three had accents more attributed to the sub-continent. Problem was that I switched from FTTN to an internet only FTTP plan (NBN were excellent throughout the process). Latest bill showed that I had been put on the wrong plan, and my landline is still connected. And it is still not sorted out. Since contacting them, I've had three spam emails relating to my account and/or billing address, never had anything like that from them in the past, I haven't had anything scamming me for a few years - I used to have a lot of faults and outages on my landline due to the 60+ year old lead-sheathed cable until it was replaced, every time after I'd contacted them I'd get a huge influx of scamming phone calls from people with Indian accents, I don't think there is anybody employed at Telstra who is a born and bred Australian.
Reported situation to the TIO, but that could take up to 9 weeks before they even look at it, Telstra have removed images of the plan I sent to them from their online chat service (supposedly for my security) and they no longer allow you to download your chat history, thus making the task of providing any evidence to the TIO, or keeping it should I need to take the matter to the Civil Court very difficult.
DO TELSTRA STAFF ONSELL YOUR DETAILS TO SCAMMERS?
I'm in the southeastern suburbs of Melbourne. I might as well be in a third-world country. The only consistency we have with Telsta internet is continual dropouts. It is a shocking service, and we're going to try Starlink, knowing it can't possibly be worse. If you don't have it, don't get it.
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Recent reviews
If I could leave 0 stars I would. What a truly crap service provided by this company. They more or less have the monopoly on home internet service in Australia. Try finding the 'report a fault' option in their website or app. Good luck to that, but there are plenty of options to give feedback or purchase more of their crap services. This… Read more
pathetic company took two weeks to order me a new router which was diagnosed on four different job numbers. This company should be taken over by an overseas company because Australian management of this organisation is woeful.
How they have the cheek to remind me to pay for their crap service is beyond me. If I could find another option, then I would be kicking these clowns out.
This has got to be one of if not the worst freaking internet providers going, been with them for a few years and have finally changed to starlink and screw me telstra is ridiculously unreliable always cuts out and they charge high rates for shit wifi speed, if you want get scammed out of your hard earned dollars definitely get Telstra!!
Have been a long time user of Telstra products, we are in regional Australia and they are the best supplier for this location. We have had NBN fixed wireless since it became available and have been reasonably happy even though the upload (20Mbps) and download (2Mbps) where terrible, for which we paid $70.00 per month, it was better then the… Read more
service available prior. Now that there have been upgrades in my area the internet is actually what people in the city would call acceptable, however over the last 6 months the price has also increased from the $70.00 to $120.00 per month. When I rang to discuss I was told that this was the market price for the type of service and that they where building a more reliable service. My internet service has had 31 days of being unavailable for use during reliable service and after fixing the issues and replacing my modem the modem needs to be reset 4 times a day to work. While on the telephone with Telstra we also discussed the "Market Price" argument and a very quick search indicated that they where in fact $50 to $55 over all other comparable services, which I informed Telstra of and was told that there where no other Telstra plans available until January 2027 and that I would just have the take the price to keep the service.
I am no longer with Telstra of course.
If reading this review, you are not happy, make the change.
pathetic customer service. the business is run by bots! go somewhere else! They we're overcharging my Mum for years and when I moved in as mum's carer full time I found out what they were doing to her!! They kept cutting off her service when the… Read more
bill wasn't paid. It was very difficult to leave Telstra but impossible to get them to fix the issue of NBN stalling and dropping out all the time.
Follow-up · I closed Mums account with Telstra as they couldn't provide reliable NBN and are too incompetent to do anything about it! Mum's account was opened in the 60s and she's been a shareholder for 40 years or since they floated! now Mum and I just use our phones to surf and hotspot with another company!
The signal fluctuates unpredictably. it can go slowly any time during the day. I first signed to this package for 1 week and swapped to FTTN broadband, the second plan was horrible and a lot worse. I brought it back to the Telstra local store and was advised the 5G wireless better. So I went back to the first one with the persuade of the… Read more
salesperson. I now have had enough and going to IINET in 10 days. it is the worse internet provider i have ever had. I would have thought Telsra is the best. but the internet is not up to its name, in my case.
Maybe if Telstra payed as much attention to their actual buisness instead of social media my elderly pensioner mother wouldnt have ended up with a $215 a month mobile phone and x2 internet accounts After having trouble with her internet she went to… Read more
the telstra shop to get help and the sales person sold her a second 5g internet package on top if her telstra nbn Hopeless!
Follow-up · My mother didn't realise there was two seperate internet connected. I set up the 5 g modem she bought home after going to Telstra to get the VoIP line working which still didn't work. I gave up The the original nbn internet was connected and unused. I didn't realise it was a new plan. I only realised when she asked why her Telstra bill was 215 a month and called Telstra to find out. 9 moths later around or over $800 extra costs out of pocket
For those who have 5G and is working well be aware that if at any stage you have issues with it, you could end up having to revert back to NBN. Our issues with 5G began in January 2026 and continued till end of April when we were asked, by the 5G… Read more
Telstra team, to revert back to NBN as Telstra could not fix the problem. During week days our downloads between 9am to say 5pm was non existent. But in the evenings and the weekends the WiFi worked well. It was very frustrating and the number of calls and emails, not to mention recording download speeds, to Telstra were insurmountable but to no avail. Our issues with 5G were given numerous case numbers and escalated to different areas of expertise but each proposed solution either worked momentarily or not at all. To their credit, Telstra’s staff I dealt with genuinely tried to help me and refunded me my subscriptions for two or three months. My issue with Telstra, however, is that through no fault of ours we were being forced to revert back to NBN as Telstra could not fix our problem. A modem was sent to me to connect to NBN. As our NBN box was located in the garage, the help team from NBN suggested that the only way I could connect to NBN was to place the modem next to the NBN box in our lockup garage. Yes it worked in the garage but only in certain areas of the house. My wife could not access the WiFi as her bedroom was on the other end of the garage. The alternative was to get wiring done, at our expense, to enable the modem to be placed in the house. I engaged the services of Brisbane Geeks to see if they could offer an alternative solution which they did and we have the modem in the house and we can connect to the WiFi anywhere around the house. It cost me $205 to fix a problem which I did not create. I incurred it because Telstra was unable to fix my 5G issues. I have asked Telstra to refund me the $205 but to date I have heard nothing from them. For those who are thinking getting 5G think twice as I am told NBN is more secure.
Follow-up · Consistent download speeds were terrible, sometimes non existent, during weekdays between 9am and 3-4pm. Good in the evenings and weekends. The support was excellent. The teams involved in Telstra genuinely tried to resolve the issue to no avail. They were always in touch with me. Only criticism is that there may have bee too many personnel… Read more
Constant dropouts Tried calling but the person seemed like they had zero experience and just wanted to go a really long way and waste more time after I’ve been on hold for 25 minutes also very hard to understand their accent
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The adequate speed refers to NBN.