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(40) Write Review

  • Service NBN Tier 2
  • Location Townsville
  • Activation 10+ days
  • 1.75
  • Speed Score
    4
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Telstra has lost their way, I have been a Telstra Customer for over 25 years and would never Chang until now and I will now never return to Telstra as there customer service in non-existing and there service is the worst I have ever seen. We had problem with our NBN from the start with Telstra that they could not fix, we have changed to Dodo and now our NBN works perfectly. GOOD BUY TELSTRA YOU HAVE LOST A +YEAR CUSTOMER FOR GOOD.
  • Service Cable
  • Location Perth
  • Activation 1 days
  • 3.75
  • Speed Score
    8
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    5
Telstra are not an internet service provider, they are an internet provider.

We pay in Australian Dollars but receive third world service from their overseas call centres.
DONT USE TELSTRA, YOU'LL REGRET IT.
  • Service Cable
  • Location Gold Coast
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
Signing contracts with Telstra has been the worst decision I’ve made.
I have premium cost broadband that is barely usable & extremely slow. Was told connection was free, then charged $99 on next bill. Complained about numerous extra overcharges on the bills, which I was told will be credited to next bill but never are. Tried to cancel a 1 gb SIM card that was supposed to be free with 2 mobile services, still being charged $15+ per month for it. Phone service experiences major outages with no apologies or reimbursements offered to customers for lost revenue. Spend a minimum 1 hour on the phone when you query an incorrect bill for nothing as all over charges are not rectified.
Now I am stuck with overpriced contracts, incorrect bills, customer service that is slow and useless & huge exit fees for products that are intolerable.
Telstra is a company in deep trouble with reviews equivalent to a government agency.
Terrible. Try anywhere else!!!!
  • Service Cable
  • Location Sydney
  • Activation 1 days
  • 5.5
  • Speed Score
    8
  • Reliability Score
    8
  • Support Score
    2
  • Value Score
    4
We once went away from Telstra because they could not come out for 2 weeks to connect us at our new house - Optus did it the next day. Then we shifted again years later and became a Telstra customer again because only Telstra offered cable at our new address.
Yesterday there was a Telstra internet outage. When it came back on, the wifi didn't work. I rang up Telstra. I was told because our modem was over 2 years old, they would not help us. If the problem were to continue we would have to buy a new modem at a Telstra shop. This is not what it used to be - Telstra's customer service has taken another step backwayds.
As a footnote, we have fast internet over 100mbs - and are happy with the internet. BUT, we will have to change to the NBN, which does not guarantee these speeds ... an unbelievable situation.
  • Service ADSL
  • Location Gold Coast
  • Activation 3 days
  • 2
  • Speed Score
    2
  • Reliability Score
    1
  • Support Score
    3
  • Value Score
    2
ADSL - absolute shocking connection speeds. Constantly dropping out. Constant call outs reveal constant faults that never seem to be fixed. Telstra customer service is deplorable and not even Australian based or supporting our economy. Worst company in Australia - wont find many that would disagree. #moneyhungrynightmareservice
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I don't recommend anyone to use this service as my partner and I have had non stop trouble with them, they have abused me and noty allowing me to have a phone because I'm currently "homeless" which that's so rude every time i go into the store they abuse me because I don't have a current address and I ghost I've them my caravan park details where I'm staying and have been for the last two weeks. I call them like 10 times or more a week about the whole thing they say they can't assist me. I have even had a guy tell me to even change providers if I have a problem like thats not how they are meant to treat there customers it's got to the point where I'm gonna take this further because I'm over it yet my partner has a bad credit score she got hers because she went crazy, mines fines and I still have nothing so after tomorrow once they call I will be going back into the store and if they refuse me or abuse me I'm not gonna be impressed no1 should critize a homeless person. I really hope no one else have this problem
  • Service Cable
  • Location Sydney
  • Activation 7 days
  • 6.5
  • Speed Score
    8
  • Reliability Score
    8
  • Support Score
    3
  • Value Score
    7
We've been with Telstra Bigpond for a long time and recently decided to re contract with them specifically in order to upgrade our modem. All went well with the consultant with plan agreed upon with discounts and the like due to customer loyalty. The new modem arrived within days, which I thought was great service on their part. However upon trying to set it up it wouldn't connect. I rang through to their customer service and got hours worth of run around and poor service from their call centres! I was on hold forever! I ended up ringing through to disconnections (Australia based) and the customer service there was absolutely fantastic! it did take a couple of days but my issue was sorted! The lady there also ensured that I was getting charged the correct amounts for the service, as this hadn't been set up correctly in the first place! So great customer service IF you manage to talk to the right person, if not good luck! The service itself is quite good, a few drop outs here and there but generally ok.
  • 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 Cable
  • Location Brisbane
  • Activation 10+ days
  • 1
  • Speed Score
    1
  • Reliability Score
    1
  • Support Score
    1
  • Value Score
    1
I've been dealing with Telstra for many years. When I say many years, I'm talking 10+. Not once have I ended one of those years happy with my service.

I've had unending technical difficulties with these guys, they are hands-down the most consistently incompetent company I have ever dealt with in my life from their technicians to their exchange operators to their support staff. It's actually quite impressive that they've maintained such a monopoly on this industry for so long given how little effort they put in to match the "quality" service they've been promising for over a decade.

If you have any other option in the world besides Telstra, particularly if you need the internet to run your business, then stay away from them. Unfortunately I don't have a choice as I live in a location where literally my only option is to deal with these clowns. I cannot wait until decentralization hits the ISP industry and finally renders them redundant.

Maybe you'll have better luck than me with your experiences with Telstra, but if not, then may God help your soul. You have been warned. Good luck!
  • 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.