Telstra Home Internet

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

So been telsatra business customer. There was issues with my bank. But got sorted, they couldn't take out money, but also failed after. NOR any contact. They decided to disconnect without resolving on a weekend, when all offices are closed, and they automated system sends me message at 8:14pm on a Sunday that they are closed they disconnected my… Read more

service and to return st^pid nbn 5g modem. WHAT A SAD CORPORATION. CAN GET AS GOOD SERVICE, AND CHEAPER. But paying this low people so much money and get this experience. LOW LIFE. When they loose all customers, then they will wake up. UNFORTUNATELY WILL BE TOO LATE FOR THEM. We are the one paying this sad corporation and more then other providers, and have to deal with rubbish as this

Here is the short version……….After doing a speed test on my Telstra internet connection in January I was getting around half of plan speed. This explained the television buffering and other issues my family were experiencing like slowing connection speeds and dropouts which had been going on for a very long time. I call Telstra and after a lot of… Read more

wasted time on several support calls in January a case manager calls me to say the Telstra modem does not support the highspeed plan I am on. Telstra are the ones who know my plan and modem yet do nothing about it and are happy to take my monthly payment for a service I am only receiving half of. Their resolution was for me to purchase the latest 4Gen modem which I did. They gave me a credit to do this and some extra as goodwill because how long this has been going on for only Telstra could say and did not.

Since the new modem (1) my printer randomly connects, (2) the service disconnects and does not return wihtiut a modem reset, (3) the service slows from the 700 mpbs plan to the 40 to 70 range then rinse and repeat (5) which causes the Telstra boosters to fail, and (5) when we turn band steering off the service disconnects which a case manager yesterday stated that alone indicates an internal fault at the Telstra end. I get put through to ‘Faults’ yesterday who said there is no fault and to talk to device manufacturers for software upgrades. I pointed them to the case managers comments and 'Faults' person did not care.

To tick off the boxes I raised a ticket with EPSON including Telstra 'Faults' comments. Their support rang me to take remote control to look into the matter. They noted both the printer and laptop are on 2.4Ghz... tick....and both devices can see the modem....tick, but they cannot see each other. After further scrutiny all is in order except their finding was a Telstra network issue as they could not ping the printer. Since January/February why has Telstra not thought of pinging the printer. EPSON response pasted here:

"As we checked the network report of the printer which is working and connecting properly on your wifi network and as we troubleshoot the network connection between the printer and computer whose both connected on the same network (name redacted) (2.4ghz network), we figured that there is a network connection issue between the 2 devices where the Wireless Network itself is not connecting them both properly to each other. We ping the IP Address of the printer which is (address redacted) to your computer and gaves us a 4-times Destination Host Unreachable error and to isolate it, we restarted the wifi modem, computer and printer to refresh the connection. However, it seems that the computer won't connect to the wifi network even after trying to restart the computer and we also tried another device like your IPad but its also not connecting to the network. Please contact yopur Internet Service Provider and once able to connect the computer to the same (SSID redacted) (2.4ghz network), print the network status sheet again of the printer and see if its still on the same SSID: (redacted) and obtain the IP Address and ping it again with your internet service provider to see if it will still show an error like Destination Host Unreachable or Request Timed Out. The Ping Statistics should be 0% lost and if not, that means that there is still a network connection issue.?"

I hotspot again to Telstra today to say service is lost, again, and the best a different case manager could do was email another case manager and for me to speak with ‘Faults’. I refused after yesterdays response by 'Faults' as I the customer should not be the one chasing things down as I told the case manager. If I hadn't have alerted Telstra of the service being down again they would be none the wiser. The case manager could not tell me when service will be restored. All she could do was send an email. I will try another reset that may or may not work. Either way the system is not stable.

So I do another modem reset, internet is back on but speed still rubbish at the 70's and guess what, the printer connection has returned which again proves the two can connect however this connection will be lost which never happened with the previous Telstra modem. Also the Telstra boosters not coming back online supports this conclusion because at a 70mbps the signal is to weak as confirmed to me by Telstra during the week.

The best support can do is have me make resets and they seem to think that fixes the modem issue when it doesn’t. They say to me they cannot make modem configuration changes and want me to do it. Then further on in the discussion they make the change so they lied to me and I have this in writing from the chat transcript. The next person says the same and I point them to the exact time on the chat transcript and they still say it cannot be done then later on in the discussion they turn around and make some changes. If you do not believe me I am happy to give anyone the transcript.

Before the last few days I have raised the issue that when the modem is down the backup mobile network does not kick in. I receive no assistance to resolve.

After the ‘Faults’ response yesterday and spending close to 7 hours with Telstra over yesterday and the day before I am reaching out to Aussie Broadband and Starlink because I cannot imagine a service sinking lower than Telstra who seem to lie, show a care factor of zero and do not monitor their systems to ensure the customer receives the product they are paying for but are happy to take the money. Is this a function of offshore outsourcing to the lowest common denominator, I just do not know.

During the past week I also received a message from Telstra that it is all fixed. I check speed and it is still at the 40 to 70 ish range......definitely not fixed. Generally something is fixed once the customer is contacted and asked “is it working” but Telstra’s process is not one for contacting the customer to know whether their service is working after they have "fixed" things. For these same issues back in January Telstra told me that I would be contacted with an appointment time and date for the nbn to attend. Several weeks went by without hearing anything so I called Telstra to be told the appointment was cancelled or did not proceed. I asked why wasn’t I informed and it appears that is not part of the process so the customer is left hanging.

I raised the matter to the Ombudsman who is just a toothless tiger because their response was we must allow Telstra a few weeks to resolve this. I responded by saying this has been going on since January/February and still no intervention.

This is unrelated to the current issue but worth mentioning because it demonstrates customer service does not improve at Telstra. Before these connection issues, Telstra 2 years or so ago arranged for the nbn to give me fibre to the house. All went well until their cabling under the house when they disconnected/pulled out the coaxial cable connecting the television to the aerial along with the cabling of the gate bell to the house. Whilst Telstra and nbn deny this it happened while they were doing their work it is to conincidental that these events happened at the same time they were cabling. If it was one device I could accept it may not have been them. But two mututally independent devices going off air while they are working on two seprate occasions is more than conincidence. I raised a ticket with Telstra and I was told it had nothing to do with them. I pushed harder because they are the project managers who arranged this service. A techo from nbn came out and would not go under the house because he was scared of electrical cabling that when I asked he could not show me. I think it had more to do that it was a tight squeeze and he would get dirty crawling on the ground. Other tradies have been under with no adverse consequence. He was just lazy. Since then we rely on streaming that regularly buffers and now not at all because the service drops in and out, the same for the new doorbell that is wireless. Telstra would still not resolve the matter for a service they arranged and then washed their hands of. It is interesting to note that after nbn had installed everything a Telstra technician was around for some reason and he said the way the cabling had been left lying on the ground and exposed elsewhere was unacceptable shoddy work. I raised this to Telstra at the time and the nbn techo who came out did not care, nor did Telstra.

The big push is to have everyone using phones and chat services. Telstra’s chat service disconnects every few minutes even in the middle of typing. I have to log out and log in again. Can you imagine how many times I had to do this across the seven hours chatting to Telstra the last few days and they tell me there is nothing they can do to stop this. On what possible planet other than planet Telstra can this be considered good customer service. It is as if they go out of their way to frustrate customers.

The ratings I have given below is because I could not give worse. If this is how Telstra treat a customer of 13 years think how they will treat you, buyer beware!

It is difficult to put in words just how useless this Company is. Having left Telstra previously due to appalling service a few years ago, I was foolish enough to consider giving them another go, after seeing reasonable pricing for one of their… Read more

internet plans. What a dumb thing to do. First up their Web page which is supposedly a shop and checkout page. It specifies 3 steps and your done. Step 2, select your product. The only problem being there is no way to do so. Ah OK, I should have heeded the warning signs. I got onto the agent via chat, and was told to install the App in order to select the planned receive the 2 month 50 % off discount. PROBLEM 2 - my address only list "starlink and 5G as available services. Odd that, seeing I currently have Opticom Fibre to my door. PROBLEM 3. Deciding to proceed manually via the agent, I ran through, verification process and usual T's & 'C's waffle. I received an email advising me of my new plan details as well as some other documentation. It also included a tracker link for reviewing my order status. PROBLEM 4 Whilst finishing off the pleasantries with the agent, I lost internet connectivity, and with it, the chat. Still nevertheless I thought, we were done (given the documentation received), and suspected cutover had begun, bravo for Telstra and their speedy response. YEAH RIGHT, FAT CHANCE. Being a Systems and Network Engineer of some 40 years, I long stopped believing in coincidences, and when, after 30 minutes my internet had not resumed, I decided to check the status of my order. Imagine my suprise when the order showed as CANCELLED. Sensing a problem, I got on the chat again, this time with my Mobile, as inet was still down. The agent, after doing his checks told me that the order had been cancelled due to the chat session terminating, and despite me receiving the various confirmation. He ASSURED me that Telstra had taken no action and that it was coincidental, saying I should check with my current ISP. I did, and was summarily advised that my Opticom connection had been "churned" - something that a new Supplier does when moving providers. Telstra had indeed initiated the migration of the connection, despite them saying they had not. I went back to Telstra armed and exceptionally pee'd off with this information. Backed into a corner, the agent advised that my only option was to now take out a 5 G contract with Telstra and to then switch over to NBN when it became available after I had closed my account with my current ISP OR i could request my current ISP to reactivate my account with Optic omm.You couldn't make it up.

So basically Telstra disconnected my connection with Opticomm .. 1. Prior to my closing my acc with my ISP 2. Without finalising the plan purchase (according to them) 3. Despite disconnecting my service with opticomm, they were not able to A) continue to cut me over to their service B) re-establish the connection. I had to go grovelling back to my ISP and request the re-process (via sales) my connection. I FIlled the chat with some choice expletives and disconnected.

DO NOT GO NEAR THIS COMPANY WITH A BARGE POLE. THEY ARE INCOMPETANT.

"The light at the end of the tunnel, is the light of the approaching train"

My 96 year old mother is supposedly a priority with Telstra. We are unable to get an answer about a data boost for Christmas. She normally uses 5 g per month. Since family has arrived for Christmas more data is needed and my mother wanted to… Read more

increase the data for her family over the Christmas period. Its her home. She is the matriarch. When I asked for this data boost on her behalf, I was told my authority had expired. Neither my mum nor my legal Power of Attorney has expired. At 96 they say she has priority service. This is a disgrace. One week before Christmas. Time for a new provider!

Absolute rubbish. I installed it three months ago and have had nothing but trouble with the system going down constantly. Last week it was down for five days while Icwas away, it was back up for one day and now it is down again. My home security… Read more

system is linked to it as are all my smart home accessories. I have wasted hours and hours with “Support” rebooting the modem, checking cables etc etc and nothing works. My advice is DO NOT use Telstra 5G Wireless Internet, it’s awful.

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.

Fantastic service and support. I was with another company who could not transfer my service when moving due to the fact they did not search/enter my physical address in correctly. Telstra are the most reliable for NBN. Show details

I called Telstra few weeks ago to join their Telstra NBN home internet and they said that once received the email confirmation from Telstra I can disconnect the previous provider and will get connected with same modem from the previous provider. I received an email confirming that my internet is connected and called Telstra to make sure I will… Read more

have internet once disconnected from the previous provider to which it was confirmed and I cancelled my previous provider on the 2nd of April and no internet and since then I have been speaking on a daily basis with long waiting on the line and this morning the call wait and speaking to Telstra one single call was between 2.5 to 3 hours. I called again in the night and still not resolved. Every time I call i keep telling them to send a technician to resolve the issue as it is very hard without internet. Every time I call i have to give them what is wrong with the internet and keep repeating what has been previously informed to Telstra even though they assign a case number. Very disappointing that it takes so many day and time over the phone and Telstra should know that we are working at workplace as well to be on the phone for such a long time so many times. They have also sent me the bill for the first month when the internet has not yet started.

We switched from DODO and Telstra was comparably worse. Intermittent wi-fi, drop outs and low wi-fi speeds. Complained on a regular basis and they said "nothing is wrong on our end" and closed the issue. This happened dozens of times over the 6 months. I could use my home printer with DODO but when we switched to Telstra the printer no longer… Read more

worked no matter what I did to re-connect it. Switched to Superloop and the printer worked immediately with no issues and the wi-fi is consistent with no drop-outs and constantly 4-5 bars of service. In addition, we bought a robo-vacuum and the Telstra wi-fi wouldn't allow it to connect. I called Telstra for support and they had no idea how to resolve it and offered no solutions. I used chatGPT and was told how to rectify it straight away. For a premium service they should hire staff with a clue.

Disgusting waste of people's time waiting for services. Then they tell you on arrival they can't do it because you needed to have installed conduit for them, something that could have easily done prior if they'd communicated it. Show details

Signed up with Telstra as my old TPG was really bad, but then Telstra is no better. After chatting to their help online, I was told it was probably my old modem, and that I should buy the Telstra one at $240. There is a 3-5 day delivery when ordering, but I was told that I could get it straight away in store if they have them in stock. I asked… Read more

the chat if he can see if they have any at the North Lakes store, apparently that is way to 21st century for Telstra, and he suggested I call tham myself. Ok well, not very user friendly but there you go, thats customer service for you. So I call, multiple times and the store never pick up and I just have to leave a message asking them to call back and let me know if they have in stock. I went back onto the chat and explained that the store wasn't picking up, and it was then suggested that I drive the 20mins to the store just to see if they have one !! At this point I decided to wait for them to return my call. Next day 1pm and still no call. So I drive to the mall. I was told that they do have them in stock, and I could buy one if I scheduled a time with them !! Really, all I want is 1 minute of their time to sell me a modem. The wait would be almost an hour, they suggested I hang around and wait for a text message. At this point I thought bugger it, I'm off to JB Hifi to get a modem.

Unreliable, expensive for what it is, no other option really, probably good if you have 1 device and dont use it much ! The unit complex i live in does not have NBN cabling so home internet only option. You can complain all you want Telstra dont care Its slow unreliable. Show details

What a truly cr#p service provided by this company. I pay monthly on time and they're happy to chase payment. As soon as you have an issue they're the hardest to get hold of. Online chat resulted in wasting 2 hours going through the same checks on two separate occasions with appointments made for a tech and both were cancelled. Everything points to infrastructure problem. Show details

Absolute sh1te! Unfortunately, my old man uses this disgrace of a business. Telstra are the most expensive in the world. Their support is the worst in the world. Their service is complete sh1te. The slowest most unreliable FTTB NBN service in the universe and they just exploit the people of Australia. When I go over to see Dad and have to… Read more

experience the utter uselessness of it all, it makes me want to throw myself off a building. So, I just want to say to Telstra, that I hope you get what's coming to you one day. The karma will be worth it to watch.

I have had a minor problem with internet dropouts. My problem is with Telstra telling me lies and being illogical. when I rang to report the problem, their bot asked for my DOB and sent me a verification code and claimed that this would save me time when I was finally allowed to speak to a person. The bot told me that I had been verified. The… Read more

person then asked for the exact same details and sent a verification code again. He then wanted my name and said, " we need to update your address details" It is a home internet, it is particular to the address, it can't be taken anywhere else. I don't mind having to identify myself several times, but I can't stand being lied to . The Telstra bloke virtually called me a liar when i told him that the internet drops out several times an hour. He said that there had been one incident in the past week. Trying to watch the news when stations give 2 ads for every initial login is useless when almost every news item is broken into mid sentence for 2 ads every 10 minutes or so on top of the scheduled ads. . I thought that I would complain to Telstra about these lies. The compliant form said that if I logged in things would be easier and fields would be prepopulated. When I got in, the only filed that was prepopulated was my name and address. it wants my account number, I don't have my account number so I logged in a guest and said that I wasn't a customer and it won't let me complain unless I can give them my ABN even though I am logging in as an individual and a guest. They REALLY don't want anyone complaining.

The customer service is terrible. Their internet is not reliable and interrupting lots of times. Their customer service just raise an issue and not answering afterwards. Telstra customer service —- sleeping Telstra support ⛔️⛔️⛔️ Telstra promises ➡️➡️ (repeating forever) Telstra efficiency — like nails Telstra follow‑through ❓❓❓ Telstra… Read more

customer experience —- low Telstra handover process (looping with no end) Telstra urgency (frozen) Telstra communication (unreachable)

This is the most garbage service I have actually ever come across. Cant even watch a movie in bed 1 bedroom away from the POS modem, cant even play my favorite game without unplayable amounts of lag. What am I even paying for? I am out and done with the awful company for good! Starlink ordered, and its cheaper and 4 times as fast. Go to hell Telstra.

Over 12 months with issues with no resolution ever achieved. TIO were equally useless. Racist customer service staff who also have an inadequate grasp of the English language. An utterly deplorable company with unskilled, untrained and incompetent staff in every corner. . In the past 13 years I have been charged dozens of times for services I did… Read more

not even have. If I could provide negative 1 million stars I would. Finally an option other than Telstra was provided in my area. It has been a blissful experience since.