Telstra Reviews 2.795

I recently attempted to purchase a new device through my Telstra plan. However, I was advised by the in-store consultant that there was a credit issue on my account. The consultant noted that the account was in credit and was unsure why this issue had arisen. I explained that when our NBN service was connected several months ago, Telstra failed to disconnect our previous service. As a result, we were billed for both services concurrently for approximately three months. During this period, I withheld payment on one of the duplicate bills, as we were clearly being charged twice for the same service. Telstra subsequently restricted our service due to non-payment. When I contacted Telstra to resolve the matter, the error was identified, the duplicate service was cancelled, and our account was credited for the overpayments. Despite this being an acknowledged billing error on Telstra’s part, I have now been informed that my credit rating with Telstra has been negatively impacted because both accounts were not paid simultaneously. I discussed the matter with a Telstra business consultant who understood the situation and lodged a complaint on my behalf to have the issue rectified. I have since received a response from Telstra Complaints outlining general steps to improve my credit rating and advising that, if dissatisfied, I may contact the Telecommunications Ombudsman. The correspondence concluded by stating that Telstra was satisfied with its handling of the matter and that the case is now closed. As a Telstra customer of nearly twenty years, I am extremely disappointed with this response. I do not believe it is reasonable for my credit standing to be adversely affected as a result of a billing error that was acknowledged and corrected by Telstra.

I AM A LONG TERM TELSTRA BUSINESS CUSTOMER SPANNING 40 YEARS OF LOYALTY . OF COURSE I AND MANY OTHERS ARE NOT HAPPY WITH THE PRICES WHICH I GUESS ARE NOT GOING TO CHANGE . ONE THING THAT CAN EASILY CHANGE IS ....WHY WHY WHY is the print SO TINY ON THE EMAILED ACCOUNTDS > IT JUST DOESNT MAKE SENSE . TO THOSE OVER 50 WHO HAVE SIGHT PROBLEMS IT A NIGHTMARE . NOT ALL SITE PROBLEMS ARE FIXED BY GLASSES ( CATARACT AND MACULAR ISSUES ) . SO TELSTRA PLEASE PLEASE INCREASE THE POINT SIZE URGENTLY . ANYONE OVER 50 WILL ALWAYS STRUGGLE WHEN TELSTRA CAN FIX THIS SO FAST . WHY HAVE TINY 4pt and 6PT FONT and YET STILL HAVE HUGE EMPTY SPACES ON THE PAGE ????????? FOR THE SAKE OF MILLIONS OF ELDERLY CUSTOMERS PLEASE WAKE UP .

How absurd I have to book an appointment just to buy a sim card in store. Got sent to Coles to find that. Set it up only to be locked out for 20 mins because I didn't enter a six digital code correctly which I never received. Not a good start.

Sort out my new plan, trespass my phone number to Telstra.
Miriam was very patient and helpful, thanks for your help.

Its been 10 days my home Internet its not working properly, it drops every 5 min. I contacted them 5 times, spent over an hour each time, so they can “run tests”. How many tests they need to send a technician to solve my problem?

It took 7 months before Telstra would disconnect my mother's landline when she moved from general population in aged care to the Dementia Unit. Despite providing a letter from the aged care home stating that a new resident had moved into Mum's old room they would still not cut off the line and continued to bill her each month. I highly recommend anyone with a parent in aged care should organise for a Power of Attorney as when the time comes that the parent can no longer operate the phone you will be fighting an uphill battle to get the line disconnected without a POA.

Worst internet ever it's so slow and such a rip of in terms of price.

Also when you ring technical support they have level 1 technical support which is basically restart modem do full power cycle then if that fails you need to wait for a level 2 technical support person to ring you back which is ridiculous. If I ring technical support they should be able to help me out initially not wait on call backs

What’s the point in paying a premium for service with Telstra when their customer service is worse than companies offering the same service for half the price? Don’t bother. Zero value for money or respect for your time. If I could give -5 I would.

Reception is absolutely rubbish especially in shopping centres
Drops in and out not stable at all.
I get cut off calls and then cant call back after 20 redials and a phone reboot
My phone is just fine
They keep increasing their prices but their service is crap.
They stole and deleted my points after i had 90k.
And they are now cutting Aussie jobs and sending them over to India
Sorry you've lost me unless you come up with some fandangle offer to keep me.

Worst customer service ever experience from an internet service provider!!!
%G Internet service dropping off, no one offering a solution!!!!
sick of this provider!

Extremely poor 5G mobile network, both indoors and outdoors. I walk into shops the phone becomes completely unresponsive.
I would rate Telstra network to be the most below average service provider. If mobile operators are trying to make us give up phone usage they are winning.
I have been facing these horrible services everyday from last 3 years.
@TrustPilot, Could the rating be reduced to "zero" or "minus one" stars? As the one star review for Telstra is too high for what it places itself compared to other operators.

After being a pay-as-you-go customer for over 2 yrs I tried to upgrade phone and get a monthly plan. After 4+ hours of crappy customer service I was informed I needed to pay out right for the phone as I am on a visa. Mind you my visa doesn’t expire, I have a job and a home yet… I might run off with their $2000 phone!! And after trying to contact them, I was just given the usual lack of service. I have now ordered a phone and a plan from a competitor without having to pay outright!

Worst service - both online and in-store I have ever experienced. Same issues and same cut and paste replies for weeks on end.

Their bot system is beyond dated, when you do eventually get someone on the phone theh barely understand English, and when you have a problem created by THEM, theh try and blame YOU!

Twenty years and get treated like this - time to switch network.

What a joke
We handed our additional Foxtel box in because I got fed up with the faults and problems
Decided to give it another go
Account is in my Uncles name, no D/Licence, no passport, no mobile or email address, he’s 86
They have my ex g/f details on there from years ago
I can’t cancel it, can’t change to my details and can’t get another top box because my Uncle can’t be varified by talking with him, address, D.O.B etc !

I just want to say every time I message Telstra for the customer service 1 yes it can be a little slow responding but 5 star service all the way
I would never change from Telstra
I have been very sick and have had nothing but help from Telstra
Fantastic network

I had a pleasure to deal with Kevin from Altona Gate - Telstra shop. As I had a lot of problems with my i-phone and opening my yahoo mail.
I have been dealing with him for the last few days who assisted me with my i-phone and open my yahoo mail.
Kevin was very helpful, persistent in finding the write way to solve my phone problems as I'm and elderly customer, he reassured me at all times that he will find a solution. And he did, I'm very greatful for his help and highly recommend his services.

My phone has lost internet reception since Feb 2 it has run slow and a lot of times there was not enough speed and it timed out , said I was off-line I waited from then til today for telstra faults to get back . I got a call that rang 3 times hung up, then 3 min later I took call , my phone went flat I turned it on then it rang again on the 3rd ring I answered then call dropped out , I've been unable to stream using my data because service is so slow. Telstra is not interested in helping . I never received call back following , no resolution call

Sana from Werribee Plaza Telstra store was amazing. She helped me with my mobile issues and was very friendly. Definitely would recommend speaking with Sana if available.
Telstra need more employees like Sana who take the time to listen.

I've been with Telstra for over 20 years and they are absolute junk. I signed in on the website for a new phone to add to my current plan as my last one broke and needed it urgently for work. My mate who works part time at telstra told me they have 2x phones in this particular store. I cant get through on the phone as the AI just answers and puts you to message bank but nobody calls you back and if I try to add just the phone online it only works if I add a NEW plan! If i try to keep my old one it says Login - Remember I'm already logged in here! so I click login and we go right back around to the beginning to start the process again! Complete lack of respect for their customers time I say!

We had a very nice and competent advice from Vedika in this Telstra Shop in Hobart. We are now happy with two contracts for eSIMs for an acceptable price. Thank you very much.