Telstra Reviews 2.795

Upping the prices again is disgusting work. Have copped it the other several times but now it’s just taking the piss to a new level. Absolute grub company - DO NOT get a Telstra mobile plan

Seems like Telstra increasing their prices again. Been with them for over 3 decades, always hesitate to change telco but this time they are being way too greedy to not go elsewhere.

I am with a 3rd party provider who uses "Telstra" network. I am a dasher working the Ellenbrook area which has NO reception ANYWHERE whatsoever. I need to drive to the next suburb in Aveley to be able to connect so as I can complete my delivery instructions.

I am writing to formally express my dissatisfaction with my recent experiences at the Telstra store in Merrylands Shopping Centre.

I attempted to purchase an iPad on three separate occasions, and all three attempts were unsuccessful due to recurring issues and inconsistent information provided by staff.

I would like to begin by highlighting that the process of setting up my Telstra plan was smooth and professional. I was very well assisted by a staff member (apparently of Korean background, although I may be mistaken), who was also training another employee. I have no complaints regarding this part of the service.

However, the experience of attempting to purchase an iPad was extremely frustrating.

On my first attempt, which took place on the same day I signed up for my plan, I was asked to return home to retrieve my passport. After doing so and returning to the store, I was assisted by another employee. My intention was to purchase the iPad through monthly installments added to my plan, initially over 24 months (based on the duration of my visa).

During the service, incorrect and inconsistent information was repeatedly provided. On several occasions, alternative products were suggested, but after a significant amount of time spent checking availability, I was informed that those options were not actually in stock. After approximately 30 minutes, I was told that the model I wanted (iPad Air 13”) was not available. Other options, such as the iPad 11” in black, were also offered but later confirmed as unavailable after further verification. When I asked about delivery timelines, I received contradictory information. Due to the lack of clarity and the time wasted with inaccurate information, I decided to leave without completing the purchase.

Two weeks later, I returned determined to purchase an iPad Pro 11”, already aware that the iPad Air was unavailable. I arrived at the store at 4:40 PM, but I was informed that, due to closing time, the installment process could not be completed and that I would only be able to purchase the device outright. I understood the situation and decided to return the following weekend.

On Sunday, March 22, at approximately 10:05 AM, I returned to the store with all required documentation, confident that I would finally complete the purchase. However, I was again assisted by the same employee from my first attempt, and the issues persisted.

Initially, I was informed that the 24-month installment option was no longer available due to my visa duration, despite this having been presented as possible previously. I then agreed to proceed with a 12-month option. Shortly after, I was told that I would be required to add a SIM card costing $15 per month, which had not been mentioned during any previous interaction, especially considering that I already have an active Telstra plan. I was informed that this was mandatory.

After a few more minutes, I was then told that I would also need to pay an additional $400 upfront in order to proceed with the purchase. This requirement had never been disclosed before and was only introduced after a lengthy service process.

After approximately 30 minutes, with multiple unexpected conditions being added throughout the process, I became extremely frustrated and left the store without completing the purchase. The overall experience gave the impression that there was little intention to complete the sale, despite my clear willingness to proceed.

I would like to emphasize that the advertised process is straightforward: customers should be able to add a device to their plan and pay in installments (12, 24, or 36 months, depending on eligibility). However, my experience was marked by inconsistency, lack of transparency, and continuously changing conditions.

For comparison, when I was a customer of Vodafone, I was able to set up a plan and purchase a device on installments without any difficulty. The only reason I switched to Telstra was for better network coverage. Unfortunately, my experience since switching has been very disappointing.

I would like clarification on the following points:

Why were the installment options inconsistent between visits?
Why was the SIM card requirement only introduced at a later stage?
Why was an upfront payment of $400 required without prior disclosure?
What are the actual and consistent eligibility criteria for purchasing a device on a payment plan?

This experience has significantly impacted my confidence as a customer, and I am now reconsidering my decision to remain with Telstra.

My gosh , buying and using this internet system is despicable, especially in rural areas , I could probably get better wifi if I made a giraffe stand on top of my roof with a fork in its mouth . It's like the boss had a pivotal moment one day in his career and was like 'ah , let's charge our customers insane rates for internet speeds as crappy as a 3 month old Macca's burger because there are like what , 2 other competitors ? They'll buy it anyway '

I had a very frustrating experience with the Telstra team. Some of the staff members were quite annoying and not supportive at all. They did not provide correct or clear information, which made the whole process very confusing.
I specifically asked about the $17 offer, but they didn’t even seem to know about it or its renewal policy. On top of that, they were unsure about the recharge process and gave me incorrect guidance. Because of this, $49 was deducted from my account instead, which was not what I agreed to.
The whole experience was time-consuming, stressful, and very disappointing. However, I would like to mention that not all staff were the same—some members were polite and helpful.
Overall, the lack of proper knowledge and guidance from certain team members made this a very hectic experience.

I would like to give credit due where credits is due I went to the Morayfield Telstra store on Thursday 12th March 2026 I was served by Lara Thomson I would like to let you know how impressed I was and what a great job Lara done, it was a great experience and pleasure to be served by Lara she was very professional and helpful and has a great customer service connection

-Having issue that wifi is not work
-Called for support and booked an appointment at 1PM - 5PM because no one will be home at 8AM-12AM and they dicided to sent a guys to fix it tomorrow
-On the Next day the techinian guys decided showed up at 9AM, like i said before NO ONE HOME

Absolutely peak moments

We are elderly Priority Assist Custo,ers and we live in the country. Our home phone, mobile and internet services have been awful for years. Finally it was admitted that the copper line was not repairable and that Starlink was the only reliable option. This was after probably 10 years of complaints and lack of telephone/internet/mobile access.
Starlink was installed 3 months ago and it has been more of a disaster if that is possible. The home phone stopped working altogether, the internet was rare and every mobile call cut out several times.
Now, I have been ringing the Telstra complaint line almost daily. Every call I speak to someone new, I ask them to look at my file but I don't think such a thing exists. Help is always assured but it is like throwing crumbs into a bird feeder! A technician or courier came today to give us a temporary satellite phone, he said we would need to use a new home number which I then distributed.....only to have my daughter tell me that number wasn't connecting. I ring Telstra again to be told 'I was not meant to be given that number, it was a mistake'.
This today is typical of the absolute incompetence and dismissal of our ability to communicate.
Apparently another technician is coming out next week but when I asked which part he was going to try and fix I was told the home line.......why, when that part of our so-called Telstra seems to be fixed even if temporarily?
I thought clever-pants Mr Musk's Starlink would supersede all of Telstra's disasters ( after all, I knew my brother in law could use it in the middle of the ocean with no problems) but that too is a disaster.
What happened to 'customer. service"???? I feel just like a rat in a wheeled cage with a Telstra label.
Any advice gratefully received. Desperate.

Scumbags, overpriced data packs that mysteriously evaporate quicker than my data in Indonesia, Telstra are a horrible company, i am switching, i will never be a customer again, in a time where we all suffering inflation Telstra put prices up, dirtbags!!! Stay away!!!

35 minutes later and being identity verified and transferred 4 times to wrong department even though I said from the start its a fault case. I am still on hold.

holy the website is aweful. So many bugs. I am a tech savy person and it took my 15 minutes to try and order my galaxy headphones. I am about to finalise the purchase but I am thinking of just going with JBHIFI even though it cost more because of how bad the site is .

Before I Ieave my review...tip to everyone. Always have 2 different service providers - one for phone and one for internet. Then you are covered for outages.

I have no telstra internet service. I went to the outage page on my phone (luckily I have access thanks to my Vodafone phone plan). Very confusing. It has outages listed that were resolved in Feb over top of the current one?? Weird.

Today is March 2. The one for today says ' next update March 7' - WTF? I tried to get help online ...the usual - read this /read that. Gave up and tried to call. Was on hold for 23 minutes listening to the most god awful loop of 'duh do, duh do, duh do' music. Gave up.

The amount of money we pay this company is outrageous for the poor support they offer. I experience a few outages a year in Surfers Paradise. so reliability I give a 3 ...customer service is a 1 ... thus the 2 overall

Everything from terrible service to terrible portal access to manage your account, to auto recharge failures constantly. Honestly, this would have to be the worst Telco provider going around. If you can avoid their monopoly on signal towers, then go literally anywhere else

Absolutely shit data connection. Half the time i go into any building i get 1 bar...

I attended Telstra castle hill on Friday the 13th February 26 as I had phone damaged on recent holiday and had to wait until I returned to apply the protect and upgrade. I ordered phone which I was told would be in the next week. I also stated I need phone for medical reasons. I was told would be available to pick up at store next week. Nearly two weeks have gone and still no word of a phone. Contacted Telstra complaints who were rude and told me I need to make appointment at store and attend store to see if there is any other phones I could change too. I stated three hour round trip to store with no resolution to my issue. They didn’t even apologise for scamming me into phone which they knew was on back order.
I also brought up that I require my phone for medical reasons. They said they did not supply that service. I would not recommend Telstra and the complaints team was the worst experience I have ever received. -10 stars

I am extremely disappointed with Telstra. The service has been consistently poor, customer support is frustrating to deal with, and for the price we pay the reliability is unacceptable.

I am in Mona Vale, New South Wales and currently have no reception at all. The internet is so poor that I am actually struggling just to upload this review. That alone says everything about the quality of the service.

For a premium provider charging premium prices, this level of performance is simply not good enough.

I think we all know that Telstra has had its ups and downs, and living out bush in the great southern land of Australia, you may have your doubts about their ability.

Whilst I can't comment on their service quality, as I regularly have outages and problems, I can comment on their customer service. Whether its callbacks, general help or even the way they responded when they just didn't know the issue was superb. If help wasn't available in that moment, I was contacted, what I can only assume, was as soon as possible, as they mentioned. So thanks Telstra for being great with customers, but please fix your outage issues.

-10 STARS! everyday of the week! after over 4 months of the worst nbn / internet, the absolute run around you get, if you talk on the phone, go in store, or chat via their app, this company thinks we are all idiots... yet look at the 1star reviews! TELSTRA, you need to pull your heads in, the GM needs to be fired and lets get someone with a winning attitude to shake their company up! NBN are also next on the hit list... both shocking companies, the guy today at Telstra wanted me to purchase a cable to assist them with their investigation... seriously!!!

One of the worst network in Australia and most expensive! I am sick of this service!! They don’t do anything better to improve their services! They should ban!!