Telstra Reviews - NBN(21) Write Review

Connecting with Telstra NBN is a total nightmare and their service is absolutely disgraceful! If I could rate -100, I would.
I have called over 10 times over a period of 5 months trying to connect but new problems arises every single time! Their technician have cancelled our NBN connection appointment TWICE and hung up on us multiple times.
The current internet connection is downright horrible! Truly surprised at how Telstra is still operating and not bankrupted.

I'm absolutely disappointed with Telstra services and I hope no more people will not get fulled as I did. In August I requested my NBN service to be moved to a new address. It is now December and NBN service was never connected. I was waiting for weeks at first, no internet, the modem is working on backup mode. So I started calling them. This calling ritual became my weekly nightmare. I had to call them 4 times each month. They would tell me I have to wait, that NBN team cancelled my order and they started a new one, then I had to wait again only to have all that happen to me over and over. Meanwhile, every time I was on the phone wasting hours of my months, they'd tell me that all this money I've been paying since August will be refunded. Quoting 'you shouldn't be paying for the service you don't have' Eventually I got fed up and switched to TPG, who successfully connected NBN to my home in 2 DAYS. What was Telstra doing all this time? Clearly wasting mine. Today on the 9th of December I finally got a call from the complaints team who told me I'll only be refunded $90, because they can't refund any more since the service is now cancelled. This was the most frustrating and disrespectful experience. I wasted hours of my time, they cause me so much stress and never refunded the remaining $260

Rubbish connection kept dropping out until it finally did not work at all. Tried to call for support over a period of three months, and there is none. They would put you on hold and tell you that they would call you back so they could investigate, but never called back.

As we were not in a contract, we cancelled but are still trying bill us months later saying the port is still open!! Have now taken this to the Ombudsman to stop the harrassment.

Ended up churning to Aussie Broadband and no problems since, the bonus is great service and all Australian support!!!

Do yourself a favour and stay away from this desperate unprofessional money grubbing company, not worth the time and effort. Stick with an Australian company, who hires Australian support.

Since before 2015 my broadband connection (initially ADSL) was plagued by frequent disconnections and slow speeds.
After many calls to tech support Telstra sent out a technician who found no faults at our premises. In the following 12 months we had visits from several more Telstra techs as well as an independent tech, all with no change.
We did pathping tests and found that we consistently got ‘package loss’ on the third hop, showing the problem was after the signal had left our premises. This was reported to Telstra on several occasions but they weren’t interested. I thought this strange since it was a vital puzzle piece in locating the source of the problems. It became apparent that Telstra already were fully aware that the problem was somewhere along the cable to the exchange, but decided not to fix it. Seeing that NBNCo was to take over the lines in the coming year(s) perhaps it was a cost saving decision.

In Nov 2018 NBN was connected, but the lagging and dropouts continued as before. And now when the NBN dropped out the phone also dropped so I was also losing calls, which meant lost business.
More calls to support, all to no avail since we all knew where the problem really was.

In Jan 2019 an NBNCo tech came over and found problems at the node, and by fixing these he finally sorted out the problems which had been going on for years!

In Feb 2019 I discovered I had no phone! Calls to the business resulted in a message saying “The number you have called is not connected”. Called Complaints who after several hours got the phone connected again. Got back to the business and found a note from a customer saying:
“I have tried to phone and make an appointment but the number is not connected…”

Now I was definitely losing business. Anyone calling my number would presume that I had ceased business. An existing customer might try to contact me again, but any new customers would hang up and call someone else. I also discovered that only the phone account had been reconnected but not the phone number. The number displayed when making a call was not my business number, but rather the Telstra NBN account number. This is not known to any of my customers and not advertised anywhere. I asked them to fix this immediately as well as my Telstra DOT login details. I hadn’t been able to log in since they disconnected my service the day before, and as I write this I still can’t. I have now arranged to move to a different provider. Never again Telstra. Never!

Worst experience ever .
After 4 &a half months and spending more than 15 hours and talking to countless consultants , complaint managers and finally nbnco I have had enough with Telstra .
1st they installed my NBN box in my next door neighbours home and then they couldn't find my address on nbnco but I found it and other telcos found it in under a minute.
So today after 4 and a half months I cancelled my Telstra order and went to another Telco and this afternoon I received an email to tell me a technician will install my NBN box in 2 weeks .
I wouldn't recommend Telstra . Service crap , consultants crap , left on hold on twice for over an hour in the I hung up I spent over 15 hours explaining over a hundred time my address details and not one of them under stood . I was glad to talk to a Aussie in Australia where I only had to explain once my address details for connection to NBN .
Telstra you are a joke I will try ever other Telco before I give Telstra another chance to connect NBN in my home .
I now know why so many people are leaving Telstra and going to other Telco's in Australia .
Loyal customer for over 30 years gone . I would recommend anyone to connect NBN with Telstra again .

Frequent dropouts, slow speeds. Telstra blamed me, my home phone wiring, my wiring to the node. 2 NBN engineers and 1 Telstra engineer proved that wasn't the case. Changed ISP to TPG, doubled my speed, no dropouts and half the price. Goodbye Telstra,.

Cannot think of a worse company to go with then telstra. I should have known after Telstra rang to make an offer to change my appointment that this was only going to be the start of extremely bad service, incompetent call centre non-support and sneaky additional costs. AVOID TELSTRA AT ALL COSTS.

I have Telstra NBN, and things worked OK till one evening at home I found I had no Internet. I phoned them and was told the 'provisioning' (whatever that is) had not been done. They said it would be done the next day. Still nothing. I then had countless hours of hopeless communication with their Indian call centre (you get what you pay for). They kept none of the commitments they made, like calling me at certain times to do a test. Every techie I spoke to had a different answer. One said he would order a new modem, but after wasting several days waiting I phoned again and was told that no order had been placed. I took it to the Ombudsman, who usually gets very quick results from all the Telcos. Not so with Telstra.
You would think I might then speak to an Australian manager? Er no, it was back to India to the same people who had screwed me around in the first place. I work in IT and need the Internet, but it's now been nearly 3 weeks and still no idea when I will be back online.
You are lost in this vast blob of uncaring dysfunction, with the managers well hidden behind layers of hapless Indians.
Avoid this mob at all costs.

Had a connection appointment on the day the technician wanted to drill through the floor instead of putting in the wall. He said “they don’t do that”
So I said well you might as well leave then because I’m not having it on my floor where I could trip over it.
Upon leaving this technician cut all my wires including my phone line. I called Telstra (non English speaking) customer service who could not understand what I was saying. Very frustrating now without wifi or phone line till 14/2/19 the earliest time they could come out. I advised I wanted to put in a formal complaint because as far as I’m concerned this idiot damaged my property on purpose.
Hopefully something can be done about these incompetent technicians that obviously don’t know what they’re doing.

Had a connection appointment on the day the technician wanted to drill through the floor instead of putting in the wall. He said “they don’t do that”
So I said well you might as well leave then because I’m not having it on my floor where I could trip over it.
Upon leaving this technician cut all my wires including my phone line. I called Telstra (non English speaking) customer service who could not understand what I was saying. Very frustrating now without wifi or phone line till 14/2/19 the earliest time they could come out. I advised I wanted to put in a formal complaint because as far as I’m concerned this idiot damaged my property on purpose.
Hopefully something can be done about these incompetent technicians that obviously don’t know what they’re doing.