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(53) Write Review

  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
The absolute worst service I have every received. I severely apologize for the length but there is no other way to explain the gravity of incompetence.

I spoke to an online operator asking to sign up, this was on the 6th of May speaking to a Frederick. I specified the request for the 6th of June as my service with the previous ISP would still be valid until then, I was happy with changing over my phone carrier to them at this time which was carried out.


All seemed to be okay, however i received two routers. The on the 8th of may, then emails asking me to log into my service. I called Telstra that evening (8th of may), they were unaware of the request for the service commencing on the 6th of June. I kept the transcript of the request. I simply asked for them to do as I had requested, as they agreed to do.
On the 17th on May they sent me a bill for that month of May, the one in which i requested to not have the service connected. Upon seeing this email I immediately emailed requesting a complete termination of all services including the mobile plan (email chain stamped at 7:53 pm 17th may). The following day 18th, i received a phone call from a telstra working about my request for termination, this seemed to be resolved. They had told me that they would cancel the service. Knowing how bad everything had gone so far I preceded to call them on the Wednesday May 22 with reference number INT 1-204###6790923. Again they told me that they would cancel the service as this had not been followed through.
The following day, I recieved a message on my phone who I believed had been resolved as I had requested to cancel all services on the 17th, the message read "telstra has ported your number" etc. As I did not have a telstra sim card due to having requested cancellation I had no way of getting in communication with them, fortunately i used my partners phone. During the call i requested for them to find out why this had happened and why my service had not been cancelled, I asked whether they had any record of this. They claimed they did not. The reference for this was SR 1-2038134###284
This email also states that they claim to fix things by waiving all charges for my mobile service. Due to having no phone I could not contact work, this affected many aspects of my life.
On top of the fact I had to spend the night conversing with the previous phone server provider and telstra to get my number back. This took three days 25th of may. I emailed all relevant people, (Telstra stakeholders)
On the 24th of May I receive an email from "Renzjhon “Renzy” Lacsamana" claiming that she had tried to get into contact with me, I reiterated in the email that she could not have seen my complaints as she would have known that she could not get into contact with me as they had taken my phone number after telling me they had cancelled the account.
On the 31st of may I received a call and email from "Renzjhon “Renzy” Lacsamana" In the email I requested she put in my exact issues and requests as I am sure you understand by now. She did not and
  • Service ADSL
  • Location Others
  • Activation 10+ days
  • 2.75
  • Speed Score
    6
  • Reliability Score
    3
  • Support Score
    1
  • Value Score
    1
They approved $150 complaint refund after poor wifi set up experience (multiple days taken off work when the tech guy didnt show), said please wait 2 months for it to be applied. Reminder on my phone set. I check back and call to check it has been applied. It had not. "The tech visits were a valid charge sir" they said about 20 times. Then after hours (5-7 hours on the phone over 10 or more calls), "It was only $100 in the first place sir. This has not been applied to your account yet. We will re open the ticket and call you back within 24-48 hrs. They call back literally 15% of the time at best. Us consumers are responsible for calling back with Telstra, explaining everything to the new agent, and constantly following up if you ever want any issue at all resolved. I can't believe this company even functions. How did this happen? DO NOT GO WITH TELSTRA FOR ANYTHING. WIFI, PHONE, NBN. DO NOT USE THEM. SWITCH AS SOON AS YOU CAN IF YOU ARE ALREADY STUCK IN A CONTRACT.
  • Speed Score
    8
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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.
  • Service ADSL2+
  • Location Sydney
  • Activation 1 days
  • 10
  • Speed Score
    10
  • Reliability Score
    10
  • Support Score
    10
  • Value Score
    10
I have an ADSL 2+ issue and Telstra technician Sam Pang has done a great job to resolve the problem in speeding manner. We were so happy and satisfied with the outcome.
  • Service ADSL
  • Location Melbourne
  • Activation 1 days
  • 2
  • Speed Score
    5
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I am absolutely disappointed with Telstra. I ordered a moving house package, and confirmed with telstra several times over the last two weeks, including this morning, regarding the appointment. A technician was supposed to come to my new house between 8am-12noon today, and no one showed. I have called telstra three times today, the last phone call was for 50 minutes to no resolve. I have taken the day off work, and have been disturbed by your staff almost every other day in the last two weeks to confirm this appointment - what for? so Telstra is a no-show anyway? I was told due to a 'technical glitch' the appointment was deleted. What a load of rubbish. I have also been paying my bills to Telstra - a fortune that I pay each month, for what I expect to be good service, but I am always disappointed. I am currently paying for the internet, a phone line, all of which I am NOT having services to.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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.
  • Service Cable
  • Location Melbourne
  • Activation 10 days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Dealing or calling Telstra, is like having a tooth extracted. I know I have to do it. But I’ll put it off for as long as possible knowing the pain it’s going to cause me. If your like me and a lot of other Australian’s your stuck with Telstra, and there’s no other option for cable, adsl etc. The call center is hands down the most frustrating thing about the company, you can expect to sit on the phone explaining yourself to multiple different departments for literally hours on end (the call I’m currently on is now at 58mins), with no resolve. I ordered a new service over a month ago, new modem turned up, connected it as required, needed a technician to connect a new line due to recent renovations, 2x technician bookings made with 2x no shows, several calls to call center and I’m left scratching my head as to what I’m meant to be doing next. They can’t even find my order, they can’t tell me why no one shows up, and my internet remains disconnected, yet my first bill rolled in the door last week.
For a multimillion dollar telecommunications company, they really do fall far below the acceptable standard. Until NBN finally rolls out to my neighborhood, I’m stuck like a lot of Australian’s. But I’ll be the first to jump ship when it comes, and i encourage you to aswell.
  • Service Cable
  • Location Sydney
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Have been with telstra for 6 months on the cable broadband.
For 6 months I have barely used any internet.
It's consistently dropping out or no connection.
For crying out loud we do not live in a third world country to have these constant issues in mainland Australia and in a major city.
An absolute farce
Contacting the communications ombudsmen first thing Monday morning to null and void my contract.
Thank you telstra for all the outages.
Great work