Telstra
Telstra is Australia’s biggest internet service company in Australia and offers Broadband bundles including combination of PSTN phone, ADSL, ADSL2+, NBN, Cable Connections and 4G mobile broadband as well. Telstra offer both Month-to-Month or 24 month plans. Telstra are seen as a current market leader since 1993.
Overall Rating 6

Telstra Reviews - ADSL(15) Write Review

  • Service ADSL
  • Location Gold Coast
  • Activation 1 days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
was in a contract for 24 months that finish back in may 2017 that they did not let me know that finished, Then just jacked up the price on my asdl 1 in Jan, with out letting me know, Im over paying all ready for only adsl 1. I tryed to phone to ask why they put the price up & they said (your out of a contract so we can do what ever we want now.)i kid you not. Did not offer me a discount or put me back on the price i was paying original. so told them to get f..ked & moved on. Worst customers service iv ever had
  • Service ADSL2+
  • Location Brisbane
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
In the past I have had great experiences with Telstra. Turns out that was the exception to the rule. I have never suffered through more stupidity and lack of cohesion leading nowhere.

I was trying to connect broadband. I applied on Dec 21st. They said it would arrive on the 29th.

It didn't arrive.

It didn't arrive on the 30th either. So I used 24/7 chat. They asked if they could call me. I said yes.

They told me there were no ports in my area and that a modem wouldn't be being delivered to me. I asked for documentarion of this and never received it. So I called again and I got told I would be getting a modem.
2 days later I called again as no modem had arrived and they told me there were no ports so I wouldn't be getting internet. I asked for documentation and was given a reference number instead.

So I contacted the Ombudsman.

That leads us to today. They called me and I spoke to a lovely gentleman who told me it wasn't just ADSL2+ that I could not connect to but any internet at all. I asked for proof and he sent me an email. It went really well and he was lovely.

Unfortunately, I forgot to ask if there was a waitlist for internet access so I contacted 24/7 chat.
They said I could get a commercial port and asked if they could call me. He called and I then spent 25 minutes on hold. Someone picked up and the phone immediately cut out. I got a call back a minute later and got asked why I was calling Telstra. You know, after they called me.

After I explained everything I got told I could request an additional port, would I like to sort this out with the Broadband tech team? I said yes and got put on hold for 37 minutes.

When I finally spoke to someone they said ordering a port was impossible.
I asked to speak to their manager and got put on hold and then asked for my account info. I provided it and they said my case manager had gone home and I would have to wait until tomorrow. I informed the lady that I wished to speak to her manager not my case manager. She said okay and then the linecut out again.

The manager called me back and asked if I wanted to sign up for broadband. I said no and explained the issue. She said that requesting a port and the commercial option was not available. I said that was interesting as I had the 24/7 transcript that offered it. She said they couldn't and I could spend $27 to get a home phone and go on the waitlist. I asked her to clarify that they couldn't give me the service they said they could and she informed me again that the waitlist was my only option. She then told me they could not confirm any time range for internet being provided and in the meantime I would have to pay 27$/month for a home phone I would not use if I even wanted to be on the waitlist.

I asked if I had basically spent almost 2 hours on hold to get told 3 conflicting measages and get nowhere and she said yes.

At that point I hung up because that lady did not derserve me screaming down the phone at her. I have bever beenmore disgusted with a servicein my life.
  • Service ADSL
  • Location Others
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
After 9 weeks the 3rd technician is visiting my house to check my internet connection. After dropping speeds to under 2mb and about 15 calls in the last 9 weeks tonight my internet shows speeds of 7 mb again. Tomorrow they will check the line again. My bills are on hold. My internet gets disconnected up to 70 times a day. About 15 hours contacting Telstra and still no results.
  • Service ADSL2
  • Location Melbourne
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
We paid $800 in 4 weeks..
How is that possible Telstra.
With a mobile fone..
Wifi slow as eff..why?charge us $
  • Service ADSL2+
  • Location Others
  • Activation 1 days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
My current situation with Telstra is quite different to the norm. My current outdoor connection line is weather damaged. Telstra have been over multiple times to repair the line, they have not been able to. The technicians have said that the line is beyond repair and needs to be replaced. Telstra have said that there are no spots left in the connection box to add in a new line. So, what they need to do is build a new line, they are unwilling to do so. This has been on going since November 2016. Our current connection barely works and is incredibly slow, as well as constantly cutting out. At the moment Telstra have not been able to advise how or when they will rectify the situation.
  • Service ADSL2
  • Location Brisbane
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
We arrived in Brisbane a month ago and just wanted others who are arriving to know that we had an absolutely terrible experience with trying to get connected to broadband with Telstra, we opted for them as they are the biggest company, and I needed connecting to broadband quickly for work.

However, they have consistently lied about when we would be connected; receive our router and when our Foxtel would be connected. Every single person we have spoken to has pretty much contradicted everyone else we spoke to and we were no where being connected after almost 4 weeks when we were told we would be connected within 48 hrs! The pathetic excuses and damn right lies and contradictions were incredible, which like them I told them I had recorded as proof.

They made my awful experience with BT look good! We have cancelled and cant even get that right! My initial thought was gross incompetence, however I believed they lied about cancelling us, as we have just received an email saying we have just joined a new entertainment package when in fact we have just cancelled one!

I think it is a vain attempt to keep us on or charge us! We shared this with colleagues at work and it seems Telstra are renowned for this! They said it would likely be the worst experience we would have with a company in Australia!!

We tried Optus and we were told our line is RDSL which apparently means that Telstra owns the line and that they have to pay Telstra to use the line! and this meant it would cost us an extra $40 a month on top of their standard product! So we searched the net and came across Nextalk, they only use an Oz based call centre which after our experiences with Telstra was most welcome! I have to say from the minute we spoke to them it was night and day with the service we got from Telstra, they answered all our questions before we asked them as if they knew what we would ask!

I was skeptical about the promises they made, however they delivered everyone of them! It was truly amazing, they told us when we got connected, within 3 days! and we did it in 2! they gave us an approximation of when the modem would arrive (3-5 days from order) and it did arrive on day 3, and with tracking notification via text.

We bought their modem to avoid any potential aggro which was similar priced to shop bought ones but with theirs they can dial in to if you have any probs. It was plug and play and indeed it was, when it worked I kissed the modem today!!

Nextalk don't do Foxtel but I've noticed most of the programmes we like Blindspot, Hawaii 5'0 and madam secretary (Sky programmes) are available for free on the main channels, we've seen an advert for a Fetch box which adds extra channels so will look into that.

Also for some reason, Nextalk don't need to pay the premium Optus has to! So as we are now connected to the internet I just wanted folks to know about our experiences!!
  • Service ADSL2+
  • Location Perth
  • Activation 10+ days
  • 5.25
  • Speed Score
    6
  • Reliability Score
    7
  • Support Score
    5
  • Value Score
    3
Telstra have provided a decent service in regards to reliability and speed, however they are very expensive and Technical Support is next to nil. When I first setup the service it was fine but about 3 months in the provided router just stopped working with the Telstra service. This problem took over a month to resolve and left me with no internet for this time. IN the end they just sent me a new router. They also lock down their service so you can change DNS or use VPN services. I will be moving away from Telstra once my current plan is up for renewal.
  • Service ADSL2+
  • Location Others
  • Activation 4 days
  • 8.25
  • Speed Score
    9
  • Reliability Score
    9
  • Support Score
    8
  • Value Score
    7
Signed up to telstra two years ago. Havent had any connection issues and generally run at an average of 10mbs. Never drops out even in storms. Living rural we chose telstra as theyve been known to be more reliable in our area in terms of outages. Our service also copes quite well with online gaming and movie streaming simultaneously.

Not long after signing up we got a free extra 300mb per month which we were happy with. Although their service team did somehow restart our contract only a year in when I changed our mobile plans, when i notified them they never got around to verifying I didnt authorise it but one of their staff was extremely helpful and sorted it out on the 4th phonecall over three weeks to them about it.
  • Service ADSL
  • Location Others
  • Activation 10+ days
  • 6.25
  • Speed Score
    4
  • Reliability Score
    8
  • Support Score
    8
  • Value Score
    5
Constantly having issues with Telstra out in the Hawkesbury region, seriously considering a satelite internet instead. They are great in terms of available services but have made the decision to scale back in our certain area, meaning much slower internet.

I would recommend for those moving to rural areas have a talk with their neighbours about the best option prior to making a purchasing decision on a particular Service Provider.

Have been in suburban areas with Telstra before this for roughly 10 years and never had a difficulty with service or connection speeds. Advice? Do your research in rural areas when selecting internet plans.
  • Service ADSL
  • Location Melbourne
  • Activation 10+ days
  • 2
  • Speed Score
    4
  • Reliability Score
    1
  • Support Score
    2
  • Value Score
    1
Telstra took my order for ADSL, told me it could happen, and then when I moved, I was told there were no available ports in my exchange, and I would have to wait. How long? Until someone gave up a port. Could be two weeks, could be two years! Unbelievable.