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(60) Write Review

  • Speed Score
    3
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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
  • Service ADSL
  • Location Sydney
  • Activation 1 days
  • 1.25
  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
always goes down . used to be reliable. In the last 2 months, it goes down on a daily basis! have to waste time calling into an overseas operator who cannot give answers to this issue.
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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.
  • Speed Score
    8
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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!
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I have a prepaid sim which I rarely use, that's where I assume they got my mobile number. In the last two weeks they have called me 20(!!!) times from different numbers trying to sell me packages, I've asked to be left alone since the first call, harasement!
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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 .
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
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,.
  • 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.