Calls to Telstra customer service and complaints lines now free
Filed under: corporate, customer service, customers, free calls, news, Telstra CEO, thinking, trends
In another new customer service initiative, Telstra will make nearly 50 million service and support calls free of charge for Telstra customers.
Last month I posted a blog about new customer service initiatives including weekend tech service appointments. That blog generated many comments, complaints and feedback and I would like to thank everyone who took the time to write to me.
Today, I’m announcing another new initiative to improve the value we provide to customers and to help make it easier to connect with Telstra to resolve a customer service issue or complaint.
Millions of calls are made each year to our most frequently rung customer service numbers and, as of yesterday, calls to those numbers from Telstra services will be free of charge.
So, calls from a Telstra home phone or Telstra mobile, in Australia, to our general enquiry numbers for consumers and small businesses will be free as well as calls to our fault numbers, the BigPond helpdesk and our general service number for pre-paid mobile. Calls to activate and recharge pre-paid accounts can already be made without cost to customers.
125 111 Telstra residential mobile enquiries
132 203 Telstra residential faults
137 663 BigPond enquiries
133 933 BigPond Tech Support
125 8880 Prepaid enquiries
125 8888 Prepaid recharges
125 8887 Prepaid activations
132 000 Telstra Business enquiries
132 999 Telstra Business faults
Before we decided to launch this initiative, we researched a number of potential customer service improvements. This initiative came out as the most important when we asked people to tell us what they thought. I’m glad to make it a reality today but I’m also interested in your thoughts. We are very serious about wanting to hear from you. Really listening and acting upon customers’ feedback is a key part of the change we want our customers to experience.
More than two hundred people provided feedback to my blog last month announcing new customer service initiatives. The feedback offered us some encouragement but also gave us clear indications on what we must continue to improve upon. You told me that we can still do better and I agree.
Your views on our services, including our prices and products, have been passed onto the appropriate members of our teams.
Please keep posting your views, ideas and suggestions to me here on Telstra Exchange.
David
What’s the fastest way for me to disconnect my Telstra mobile number?
Hi Liz. Thanks for contacting us via our blog. The best way to contact Telstra for a service/product query is to click onto the ‘Ask the Crowd’ or go to our 24/7 Facebook page on the top right hand side of our blog where you’ll be directly linked to one of our online customer support consultants. This is the most efficient way to get someone to look into your account.
Wanted to get credit while in NZ with Telstra and it is impossible The log in wont remember who I am and the web page say it is not on line. It sucks and can you find a number that works to try and contact Telstra NZO.
Yes I feel their crapalso and would love to see some real compatition in Telecomunications. Telstr need a kick in the arse
I have recently joined Telstra mobile on a plan. I wanted to extend the ring time on my phone before it went to message bank, the code given to me by a customer service officer [and I checked on the web site] did not work. I contacted Telstra on live chat the next day and spoke to Jonika who could not help me, she immediately put me through to Mackay who fixed the problem straight away. I know many people have trouble with this company and I too have had problems in the past, but on this occasion I had a good result.
Hi Brendan & Danielle…
I have looked over this blog and sadly can relate to every complaint made.
I have been a Telstra customer for 25 years (20 of those as a business customer) at least when we had our business we had more support than as a residential customer, but even so I have:
1) Spent hours on hold, explained my problem over & over again only to be passed onto the next person/area or when you start showing your frustration often being cut off while being transferred (supposedly)!!!! This has not been a once off, but many, many times. I have been overcharged so many times I found I had to go over my bill each month and then ring them AGAIN!!
2) I have also, on occassion felt I had hit the jackpot finding someone helpful & knowledgable, even being given direct phone numbers to call them back. Until after a few calls all of a sudden that number stopped working! I always wondered did they leave Telstra? Or did Telstra get wind and stop this access, after I had sent through a complimentary note thanking her for her assistance, going above and beyond?
3) Suggestions:
-Find a way to stop doubling up conversations, surely in this day and age a large organisation like Telstra can do this. But this will take a MAJOR upheavel of how Telstra customer service functions… and retraining. Make all customer service operators & support accountable for their actions.. if the hang up or give wrong answers, or pass you on as it is to hard…. then they should be accountable. Cant they use voice recording to type a conversation, like they would for a blind person? Or perhaps they need to be made to account for their time at work somehow with a line AT LEAST for every phone call they take which should auto include the phone # for any telstra customers on the line……then the person in customer service/support would have at least have a summary to start with and something to pass on to the next person.. this would also prevent lack of notes. Which has happened to me several times also, after being told they had recorded our conversation/outcome??
4) We, like many other Telstra customers are also shareholders (sadly, as the much promised results have never come to fruition and we now hold on ‘hoping for a miracle!!’) I cannot believe that a customer service business can be so poorly managed (withholding the great job yourselves are trying to do on this blog of course..) and have only hung in as a customer for so long thinking “It has to improve”.
5) Finally, my ongoing problem!? We have lived in our current house for approx 10 years and never had suitable internet. Firstly we tried Dial up, then ISDN & finally when we were told ISDN was no longer we were advised that Wi Fii would give us ‘really good’ speeds….. after having changed our modem twice (2nd time to a new faster one) due to lack of speed. None of these have ever been any good, we have had dial up speeds on alot of occassions and have the internet drop out regularly throughout the day (requiring either reconnection or the modem to be restarted..) we have spoken to Telstra on so many occassions and had all the checks done over and over again… Mid last year our speed became so slow you could not even open a web page…. after MANY phonecalls and escalations, and always having the onus put back on us. We were informed that the problem was due to a lack of available WiFii in the area and that the tower was down to be upgraded and would happen sometime in the next SIX months!!!! I did call back in March 2012 really frustrated as it was so bad I had to spend hours just trying to get my basic banking etc done (usually in the wee hours of the morning as it was the only time it worked.) I had had enough and told them I wanted a refund and not to be charged for my internet until it worked. Finally after alot of bad attitude they agreed to a part refund as they could see we had used ‘some’ of our download credit…… of course it didnt matter that that took me HOURS to achieve that download score!!! I was then told that I was under contract so my choice was
a) Accept the charges and agree to pay all future bills without credit, accepting that it would be inferior speed until the tower was upgraded.
b) I could cut it off right then & there (leaving me without anything, until I could find another provider. Which I didnt have time to do, as I was looking after my sick mother full time!!)
Needless to say, I stayed with Telstra. Guess what? it is now July and the speed has improved, sometimes depending on the time of day. But it is still inferior and drops out for no known reason several times a day.
6) I am at my wits end. I am sick of repeating myself, the steps to check the speed and being told lies/or at least ‘untruths’. We are only a street away from available ADSL, but apparently just to far for ‘us’ to have access… and have been for 10 years. My sons have had enough and have now gone to Optus and are using their mobiles for internet (via hotspots)…. apparently their speed is awesome!!
So is this the way I must go to have reasonable internet..?!
7) I have (as frequently stated by others) come to the end of my patience with the latest run in with Telstra and unless this comment has some miraculous results will be contacting ‘Optus’ or ‘TPG’ to see what they can offer us to change over all of our Mobiles, Internet, Landlines etc….
Well, I guess I probably win the LONGEST blog whinge, sorry about that… to many years of pent up frustration to make it short. I think, if Telstra is ever going to repair their Brand Name/image… they will certainly have their work cut out to undo the damage they have done in the past 10 years….or so.
Regards….
Hi Judy. I can feel the frustration in your story. I can see you took a considerable amout of time to write this and I’ll make sure this feedback gets passed on. I’m really unhappy to hear you are still having issues with us and I’ve sent an urgent request for this to be investigated and dealt with by a Telstra Business specialist. I will be in touch via email when I hear back. Brendan
Good luck Judy. Like you, I have been dealing with the “untruthful” people of Telstra’s answer to customer service for years, done everything they ask, changed my modem God knows how many times, repeated my case countless times because they don’t supposedly keep notes, and then had to sit here whilst Brendan sympathised with me and handballed it as quick as those faceless people on the other end of the phone. I’m still unable to get a regular internet service, and Brendan, if you are reading this, don’t bother to ask me if you can help, because you know the answer to that.
By the way Judy, have they used the “Top Hat Project” line on you yet? It’s supposed to be the panacea for us poor saps subjected to living on a RIM. I’ve been spun that little cherub for about two years now, and the goalposts have moved four times. The latest pipe-dream is that Pakenham will be upgraded between August and December.
Seriously Brendan, what to you tell us disgruntled customers when we have been repeatedly …..let’s just say…. lead up the proverbial garden path?
Hi Judy, Mick
First time im actually taking my time out and read other’s frustration, somehow what i have been through is nothing compare to you both. Like you i live in a small town and sadly Telstra hold the monopoly in the telecommunication business. Leaving Telstra sometimes is not even an option, but to stay and put up with the shenanigans is even more painfull. That is why i have just decided to run my business oversea. At least over there, most of the time, the paying clients get the appropriate amount of respects.
And Brendan, im still havent seen any email or phone call?? Bunch of liars from top to bottom. Mr David Thodey, why dont you just do us a favour and shutdown this blog once and for all. Stop this charade about customers care. Telstra will only change when they start to have some serious competition.
Hi Tay. I have send you another email and forwarded my previous email to you. If you don’t receive them then email me your details(account Z& contact numners) to exchange.telstra@team.telstra.com
This is nothing compared to the bible of telstra stuff ups i could write. I would like Brendan or someone who really cares in telstra to give me a ring.
Hi Whiskey, If I can help with you issue, please forward me your account and contact details with a brief description. Thanks, Brendan
I can so relate to this issue. I was on a Telstra home phone/internet bundle of 25gb per month for $95.50 per month…I needed to upgrade this and on 02/12/2012 I contacted Telstra and requested a T-bundle of 500gb plus free STD for $130 per month….that’s when the shtf…..as my plans ran from the 5th of each month, I assumed I had gone onto the new plan as of 05/12/2012. WRONG, during December, I received an email saying I had reached half my 25gb limit. (Ishould be 500gb now), so I rang Telstra(Philippines) and was told that whilst this was a mistke and I was indeed on the new plan. Another email saying I was close to the 25 gb limilt (Not again) so another cal to Telstra (Philippines) and was told that they were so sorry and I was on the new plan and to ignore the email. Bang, got an email saying as I had gone over my limit of 25gb I would now be “shaped” and reduced to dial up speed. Now I am starting to get a bit hot under the collar and ring Telstra(Philippines) and ask to be put through to someone in Australia, was refused saying they were capable of handling the situation. Wrong again. After some heated calls to the Philippines I found that if I rang 132200 and said complaints, I got a person here in Australia. Did things improve? Apart from the person having a better grasp of the English language, my experience was no different. I have been told that the Telstra system has locked itself in a loop and this is why my requested upgrade has not gone through. I have been told that also due to this glitch, Telstra cannot overide my slowed speed and return me to broadband speed. I want to know Telstra, why should we be paying for a service that is not acceptable to even a 3rd world country? Each of the Telstra (Australia) people I have spoken to agreed that it is not good enough but as to when it can be fixed, well, how long is a piece of string?In the last 48 hours I have spoken to Ben (Telstra Melb) Marika (Telstra Perth) Nathan (Telstra ??) Nathan’s supervisor Jessica (Telstra??) and Daniel (Telstra Melb) after a month of inaction and bungling, all I can get as 18:30 03/01/2013 is that the system is locked, a work order is requisitioned and can take 24 to 48 hours to action (48 hours up on 04/01/2013 @ 18:50 hours) Have been offered 1 month free internet. Are you for real Telstra???
Peter, I’ve just sent you an email to follow up on this.
Food for thought,
Since this is David Thodey iniative, lets see him get his finger out and sort this mess out. Since the first day i have dealt with Telstra, i figure this out. Collectively, as a whole, Telstra is just full of toshhhh.
Tay, I’ve sent you an email today and I’ll ask for an area Manager to get in touch. Sorry to hear you are still unsatisfied and I will ensure your request is sent to the right team. Brendan.
Brendan,
What email? What area manager to contact me? Im must be in my old age that i cannot find your email in my inbox or didnt hear the area manager call.
But anyway, my problem was partly sorted out today by Leah. Now im being asked to pay $455 on an invoice that show a balance that is in arrear of $2100. Im been told by Leah that the credit wont hit my account until the second cycle. Here is the thing Brendan, im not going to trust Telstra’s words again. Show me an invoice of $455 and a letter clearly state that my account balance will be =0, then i will pay.
Actually Brendan, i will not even pay a dollar.I believe that your people should be hold accountable for everything you do. Your company failed to provide the service that was require for my account, wasted my time and caused numerous frustrations. Why should i pay for your mistake? Who will pay for my time?I know this is going to be a David and Goliath fight but so what. I have to wait for a few more months to connect to another phone carrier because of you people.
Want my money? Send me a written apology for all the stuff up and lies that your staff told me. (not a generic bland apology that all customer service staffs learned on induction day). Then you will see my money.
Ok, for anybody that is interested, here is an update on my painfull journey with the almighty Telstra.
Been advised by Leah from the Rapid Response Team to wait for a final bill of $455.17 to end all my association with Telstra. Received a bill of $425.17 on the 26th July. Wrong amount, ignored it.
Came home from work about 6:30pm on the 8th August and received a bill of $455.17. I thought to myself, good, i pay for this bill and dont have to put up telstra no longer. Upon closer inspection, the bill actually stated that i need to pay the bill by the 9th of August to avoid having my credit rating default.
I understand Telstra is a big corporation, and mistake will be made, but this is getting ridiculously frustrating. Now i am going oversea this Saturday for 3 months. I’ve already move my business oversea because of Telstra, do i need to delay my trip because of your imcompetent staffs again?
Brendan, your prompt response is very much appreciate. and i really want to know why there is a difference of $30 in the first and second bill.
Regards,
Tay
Hi Tay, I’ve asked Leah to get in touch today. Brendan
Hi Brendan,
I’ve paid the bill and hopefully that is it, i simply couldnt be bother anymore. I will count my losses and take it as a hard learned lesson.
Living in this day and age, who would believe a simple ipad order have cost me this severely. 5 years of meticulous business planning, i probably will not be able connect to another phone carrier for at least another 6 months, 3-4 months of frustration and stress, about $500 out of pocket, and i never heard a sincere apology from Telstra. Afraid of admission of liability??
If i go to McDonald and they stuff it up half this bad, i will probably get a free meal out of it, let alone being lied to outrageously.
To 5-6 case manager i had dealt with, SHAME ON YOU.
And lastly Brendan, no one got in contact with me. Today was two days ago.
Regards,
Tay
Brendan,
Why is my previous comment been deleted?? Did i violated blog policy in anyway? Or is it a real mess up that you can’t even comtemplate how to solve it and just want to hide it in the closet?
Hi,
Can I please request that you have someone from CM call me. I am in a financial difficulty, no work, single mum, studying and have called through a few times and no one In BILLING can assist and tell me to call back another time and ask for CM, which I have and the lady advised she could not help me unfortunately, and i must pay X amount of $ otherwise the service will be cut off. I wasn’t very pleased as I expected a little more empathy as i would do everything i could to help another out if i could.
I have an outstanding debt and would appreciate my mobile not be cut off as the reason to this is because im using it alot to get online and look for work and make work related calls, receive them incl listening to message bank etc.
I want to pay but cant afford the amount I was told with my situation at the moment . I am able to organise Centrepay though I didn’t know this until I read your Telstra (personal) website.
I don’t mean to sound rude if I come across like that. . I just know that once my phone is cut off because of non payments i wont have a chance in getting it back and it will seem as i didnt bother paying when I’ve been trying to.
Thanks for your time
Hi Mariana. Please send me your account and contact details and I’ll make sure someone from the hardship team call you asap. You can use this form to send me info. Thanks Brendan.
Brendan,
Thanks so much for responding.
I filled in the form and sent it though it didn’t respond with message sent or some sort of notification.. Please confirm my details have come through.
Thanks
Hi Mariana. Can you send the information direct to me by replying to the email I just sent you. Not sure why your message did not come through via the online form.
Brendan,
Sorry for the late reply. I have just replied to your email.
It’s not lack of competition that’s the problem. it’s compassion, community spirit and customer service that’s sadly lacking. And moist of all greed-screw the customers for as much as you can get out of them has been Telstra’s motto since Sol first became CEO. Thank god he’s long gone (but certainly not forgotten). I was also promised a phone call to sought out my problem a week ago…..still waiting! Last time I had a gripe against Telstra a had a barage of calls. The problem with Telstra is they are in the communications business but don’t know how to communicate with their family and small business customers. Ivan
Hello Ivan, Let me arrange an investigation into where this case of yours is at. I’ve asked for someone local to call you as soon as possible. Sorry for the delay. Brendan
telstra has got greedy and they can do so unjustly because they own the landlines. i found their message bank took over after about 5 seconds so they could get the 30 cents. my last phone bills with telstra were about 30 times 30 cents and only about 10% connections they are greedy hungry immoral people who run it.
Tesltra’s Missing Mobile Broadband Service
To Josh, Jason, Shiraz, Maria, Joy, Angel and every other “Support Person” I have hours speaking with over the past 6 weeks regarding the less than satisfactory mobile broadband service at Carrara onthe Gold Coast.
I am still awaiting the return calls from Shiraz (28/6), the return call Josh arranged for 56/7/12, the return call promised by Angel on 12/7/2012.
(Would the Community Manager please review #1-98259591526 to confirm my complaint)
I have received several suggestions on improving the service – perhaps an external aerial, a newer modem, why not go 4g, why not go cable!!
Why not indeed.
Welcome advice yet, “every” alternative is going to cost extra, up to $410.00 (for cable), which is not openly advised.
I’m holding a half page ad “Telstra 4g now on the Gold Coast” but there is no guarantee as, although I’m in the right shaded area and the Carrara exchange is literally 350 metres away, it’s not my exchange apparently.
I have stated several times to these “Support Persons”, if you (Telstra) are not prepared to support a customer, why should I support you??
Why pay Telstra prices for V####e service, I may as well pay the cheaper price and accept diminshed performance, because that’s what I getting now.
Fergus
Hi Fergus. I hear your frustration. I’ve asked for a local team to call you as soon as possible.This may take a couple of days. I’ll email you when I hear back who is going to look after you. Brendan
Hi Brendan,
Just wanted to let you know that after my lengthy complaint on this blog (although, I am not 100% sure if this outcome came about from this blog…. it could have been because I phoned up Telstra and complained again….. but as I have done this so many times before without such a good response, I am presuming it came about from this blog.) I had a phone call from Adam at Telstra (who phoned me several times over the week, as I was busy and away at the time..) it was lovely to have such speedy follow up and persistence.
He has given me a definite answer/confirmed that ADSL and Cable are not available at our location and wireless reception is poor in our area. He then offered me the following as an option to fix this issue.
-They have recently launched what is called the ‘smart antenna’ which consists of a Antenna base unit and 1 responder that is placed at another end of the house. Apparently the antenna is stronger and able to receive where other antenna’s may not and having responder will ensure consistent cover throughout the house. I was told this is normally $720.00, but have been offered a substantial discount. I had a technician contact on the 16/07/2012 to confirm a few things and was told if we take on the smart antenna and it doesn’t work we are able to return it for a full refund. I know this is an extra cost, but I am more than willing to pay it, as long as it fixes my issue fully!!! (I did have a little frustration, as the mobile I am using was originally my husbands and although everywhere on our one bill account and home landline says I am a authorised rep… we had to go through the same thing and get them to ring my husband to have my mobile added… another example of a system that is not FULLY integrated!!)
-I am just so thrilled that I have not had to waste a lot of my time, and make a million phone calls. One complaint, a definite response in a timely manner and hopefully a solution… now that is customer service. I HOPE!!!
Update…I recieved the smart antenna on the 17/7/2012… very fast!!!
I will let you know how it goes.. and if everything turns out as promised.
Ps forgot to mention, Adam actually gave me a direct phone number to contact him if I have any issues and also told me his staff ID (apparently they all have them) in case I cannot get him I can ring and ask a customer support person to email him……. direct.
Wow, crossed fingers Telstra might be on the improve!
Thanks Brendan… and Adam.
Hi Judy. Glad to hear back you are a happy customer. I did organise for Adam to call you.
What is happening to Telstra. The service is REALLY BAD, every phone call to Telstra is going offshore and people that work there just can’t understand you and if they can’t help you they just hang up the phone on you
the mobile phone constantly cuts off and customers and friends try to call me but it seams they can’t often get through, BAD BAD
Hi Peter. If I can organise someone to call to help, please email me your account and contact details to exchange.telstra@team.telstra.com. Brendan
Recently purchased a new computer with windows 7 system. now receiving a very poor email service from Telstra Broadband due to their webmail system, advertising is loading when I am trying to log on, displayed on my paid for page when I am trying to write emails, deletion takes for ever, loading message takes for ever, basically your service is terrible. have been a customer for years but when my bundle contract ends cheerio away I go to a service provider who supplys a valued service to paying customers.
Hi Peter. Thanks for contacting us via our blog. My apologies for the issues you’ve been having with your email and Windows 7. We’re trying something new and have added a new button to the top right hand of our blog with two options – you can click to ‘Ask the Crowd’ in a forum or you can go through to our ’24/7 Facebook page’. There are two options to contact us here as these links get you straight through to people who can help. Brendan
I just want what i’m being charged for, a service that functions as advertised, I suspect all other posters above want that too.
Hi Brendan,
Update #2. Smart antennae recommended by Adam did not work, I have since been told that it is meant for mobiles & is no good for improving my wireless internet!! (Surprisingly, after several phone calls I had no luck getting Adam or smart antennae to call me back……………….)
So I rang 137 663, I SEEM to have lucked it with the guy I got put through to at Tech support!!! He asked me to look at my modem settings & see what the RSCP reading was (in 10 years no one has looked at this, they just told me the signal/speed was fine from THEIR end and it must be MY pc/settings)….. 1st it was (-87) which is apparently great, but then it dropped to -102 which is really bad!!! (what a surprise)
He told me this is due to our modem swapping between cells (I presume this is towers) & not using the best/closest one for some unknown reason. He has organized a technician to install a Argi Antennae (directional antennae, that only uses the tower it is pointed to) on the 21/08/2012, who will choose the tower that gives us the best signal & has the least wireless congestion.
I now wait for him to come on the 21st of august with bated breath… will keep you posted.
Final update (hopefully). Well I am happy to report I have successfully had my internet speed fixed. Although I dont have access to other than wireless, the speed seems fine and is not dropping out at all….I am one happy bunny today.
The answer was a Yagi External Antenna, a technician came and installed it. Making sure that it was pointing to the tower with the best/most consistent signal in our area. He convinced me to keep the smart antenna that we originally purchased as with the Yagi connected to this we have 5 bars on all Telstra phones and wireless internet connectivity anywhere in the house…. which we have always had trouble with previously also.
Although I am dissapointed how long this all took, I believe that the service I have recieved in recent months has defintly improved from Telstra. Although still some lapses in followup, and getting the RIGHT answer.
Thanks Brendan, thought you might appreciate a positive blog!!
Thanks Judy, I’m so pleased you have a positive outcome. I’m here should you need me. Brendan
Well i am 65yrs old and remember when we had a good phone service, that has continued on the decline to almost nothing..
Tried to find out why i constantly get anonymous calls shows missed … no name…then restricted number followed by no hrs no min no sec.
Yes you guessed it ended up in the Philippines asked the girl several time to to speak slowly and clearly so i could understand . Then wanted all my personal details which were no required as one lot would be enough as well kept re asking questions , by now i am fuming so yelled for the Supervisor only to have to start from scratch again who decided it was a prank call as my mobile no. is in the phone for well over 2 yrs at this stage i lost it it as he said that it would be added to the Telsta do not call list..WHAT LIST yes it was a great experience WELL DONE TELSTRA and still no answer to the problem!!!!! I guess that i should learn to speak the language of the Philippines to get help from TELSTRA WHO HAS NO INTEREST IN ITS CUSTOMER BASE AT ALL JUST OUT TO MAKE A PROFIT!!!
Worst thing is we only have Telstra to choose from in my area and that has black spots..
Hi Cliff. Please email me at exchange.telstra@team.telstra.com. I’ll get somoene to help asap if you if you can send me your account and contact details. Brendan
Hello, today I went to the telstra store to upgrade my phone.
I waited in line for 15 minutes to speak to someone at the desk, who told me to take a seat and a sales consultant would speak to me, because we were interrupted by another staff member to be told his 1.30pm appointment arrived. He didn’t arrange for anyone to speak with us.
We sat down and waited for 30 (thirty) minutes! Nobody spoke to us.
In our thirty minute wait we witnessed :
2 sales staff “reviewing a document” on the computer
without scrolling or typing on it, but plenty of chatting.
1 sales staff busy with a customer
1 staff walking past and then serving people who had just arrived in the store
1 staff left the store and returned without speaking to us
1 manager ?- blue shirt com out of the office twice to gossip with staff who also said nothing to us
The staff person who told us to wait continued with his appointment (that started after we arrived) and did not ask anyone to help us.
We Were pushed out of the way by a staff member who brought a more recent customer over to make a sale
All the staff in the store saw us and ignored us for 30 minutes so we left.
Added to the disappointment of :
- this is my third attempt at purchasing a new phone from this store tha i haven’t been able to even speak with anyone.
- I received a $1000 roaming bill from an overseas trip – connection/calls listed I didt make.
- If it were possible to believe the staff at this store were overloaded and not pretending that customers dont exist please tell me WHY is there no appointment system. Peoples time is valuable.
-I heard of another customer that had to spend 2 hours in this store during the week to transfer an account
. This store is BADLY managed. How many potential customers do they turn away every day with their slack attitude. I am just grateful I don’t have to work somewhere that clearly has such low morale and culture. Frustrating is an understatement. Telstra don’t deserve the customers they have. Many people only use them because there is no service in their area from other providers.
Hi Erin. Thanks for taking time to share your story and feedback. We can do better and I will ensure this feedback gets to the store manager. If I can be of help with your roaming bill please get in touch via this email with your account and contact number. exchange.telstra@team.telstra.com Brendan
The telstra store referred to in my previous e-mail was Garden City Booragoon WA
Brendan the accusations recorded by Erin deserves an investigation. As a shareholder and long time supporter of Telstra, and considering the large amounts of money being spent on the persuit of better customer relations, if Erin’s claims are factual then serious actions need to be taken.
I’ve been in touch and provided feedback to the manager. Hope you are well Sydney. Brendan
Issue been resolved now . Thank Telstra .
i just moved 400 services from telstra . they just can deliver on customer service.
I tried to recharge my Telstra internet for iPad today. My 365 day plan expires tomorrow and I want to recharge with another 36 day plan ($180).
I was completely dumbfounded to be told that I cannot recharge with the 365 day option as the balance of my existing account exceeds $120 and rolled over, this would bring the new balance to an amount exceeding $300 which is not permitted by Telstra.
I was told I would have to use up some credit so that I could purchase the 365 day option. As I have absolutely zero desire to sit and surf I asked for the existing credit or at least some of it to be deducted from my account. No go. The fact that I do not care about the credits on my account but more about the convenience of a 365 day was completely lost on the Telstra agent. He just didn’t get or seem to care that what I want is another 365 day recharge, even if it means losing all old credits.
Clearly, there is a flaw in Telstra’s recharge process.
1. Please do something to fix it.
2. I can’t believe there is no way to purchase a 365 day recharge without all this ridiculous fuss – please help.
Thanks,
Kim
Hi Kim, Can you send me your account/number and a contact number to this address exchange.telstra@team.telstra.com and I’ll get someone to call you.
I have been critical of Telstra in the past whenever they announced job cuts. This always means that jobs are leaving our shores. Well, I am sad to say that maybe this is a good thing, given the sort of customer service I have experienced since yesterday morning.
I run a small business from home and recently received a blue business card from Telstra with the Sales, Service and Billing phone number on it together with the Faults and Technical support number. It was impressive and I thought that maybe Telstra was serious about getting its customer relations right.
Yesterday (Tuesday 18/9/12) was my first chance to see if things have changed. I have 5 iPhones with Optus whose contracts expire 28 September 2012. I want to make the change to Telstra so I called the 132000 number and was quickly answered by a representative. Let’s call him John.
John asked me to supply some details via email and I did this. After my initial email to him, I sent him another email wanting clarification on some point and he responded back via email, almost immediately. I was impressed. I then had another question and sent him an email asking him to call me. He said he was too busy and would tomorrow morning be OK? This was at about 3 pm. Sure I replied.
It is now 4 pm on Wednesday 19/9/12. No phone call in the morning. OK, I thought, maybe he is away sick. I called the number that appears in his email’s signature and was asked to leave my name, number and the name of the representative I was dealing with. This is good, I thought.
Three hours later: no call back from having left my name and number and not a BOO from John. Way to go people!
No wonder Telstra is taking your jobs overseas. I am starting to believe that you deserve it.
Not happy.
Hi Perry. We can do better than that. If ‘John’ has not called you, please email me at exchange.telstra@telstra.com with your contact number and I’ll organise a call back for you. Brendan
NO Perry let’s not call the Telstra operator “JOHN.” Please call him by his correct name and open up the lines of avenues for corrective action for bad attitude and serious application of corrective action which should be directed at all Telstra Staff who fail to deliver the required level of superior customer service delivery demanded by CEO David Thodey. After a considerable lapse of time, the promised improvement to service should be observable to all, especially Telstra owners who are keeping a vigilant watch.
Hi Brendan,
I am currently ‘on hold’ again to Telstra, have spent around six hours on the phone in the past two days simply trying to get bill issues rectified. Switched to digital business (what a big mistake – take note prospective customers, dont fall for any promises of great speed, service etc)..but then also billed by Bigpond (also got charged a plan cancellation fee after Telstra selling me another Tesltra plan – the fee was more than the actual month of plan I had left)..but I digress.
Have spoken with Tesltra billing, digital billing, digital tech support, whitepages billing (a seperate department even though charge on the same bill), complaints and resolutions in QLD, line technician in Melbourne.
On one occasion the operator said “make sure you stay on the line”…after 20 minutes the phone actually rang and then diverted to a Telstra customer satisfaction survey (ironic no?)and then cut off.
I then called back and started to go through the entire process with another operator…while I was doing this the last operator called me back and told me “If you want your problems solved then you have to stay on the line” – quite upset with me..I was able to tell her a short time later that Telstra had actually cut me off (again)
Have discovered this afternoon that I now have no email (after being told this would not be affected)..have just been told that it will take 24 hours to “transfer” my email address over??? I’ll just tell my clients I can’t conduct my business this week as I have a new career listening to the “on hold music” from Tesltra.
I am sure that my attitude has deteriorated during the six hours I have spent on hold…
No longer on hold now – have just asked to speak with a supervisor about my email and been informed that the person I need to speak to will call me right now…….no call received 10 minutes ater..have called back…again…again asked to speak with a supervisor…again I am on hold…. heading into seven hours on the phone to Tesltra now…
Np point emailing me a response Telstra as my email is down…ombudsman seems a likely course now…maybe they can sort out my email and billing issues?
Just an update..still on hold…second call…22.51minutes
another operator….”i’ll just speak to my supervisor, would you like to speak to them too?”…though I asked that 25 minutes ago!!! Back on hold….this must be a family member playing an elabrate joke…surely a real customer service business wouldn’t do this to me??
Hi Craig. I’ve sent you an email explaining that I have asked a local team to call you as a priority. Brendan
Brendan …. if you had read Craig’s concerns closely, you should have seen that his email is also down, hence your email will not be received. Has his email account – at least – been restored, to enable him to receive the next level of frustration? Craig has issues that resonate through many customers. Why is it happening?
Thanks Mick. I have been in touch with Craig.
Hello Kerry. I sent you an email with an offer of help should you and your business need it. Please get back to me. Brendan
Hi Brendan. I have been having a really bad time with my internet. I have made 5 calls since early september. I used to have quite fast internet. All I get to hear is that Melbourne is updating for NBN that is the cause of my slow internet. If that is the case why does my Neighbour have fast internet like I used to have. No it is not the Modem it is new. Some times I get up to 2.2 MBPS but most of the time it is just below and above dial up. I am paying for ADSL but not getting that service. I have asked for my 40 year old Phone cable to replaced, they told me no. That is not good enough. I have been a costumer for many years.
Hello Ellen. Sorry to hear that you’vre still experiencing speed issues. Leave it with me. I will get a local team to look at it and call you as soon as possbile. Brendan
Hi Gary, Just sent you an email. Please respond and I’ll get someone to call you. Brendan.
Hi
I have very poor 3G mobile reception at home and I am in a rural area. I can get just enough signal to sent texts etc at certain points in the house but cannot make calls.
I have been told to get an external aerial and associated gear installed.
Can you advise me if options and prices?
Cheers
Hi Mark. I believe you may be talking about this Telstra Mobile Smart Antenna we sell.
Hi Mark. I believe you may be talking about this Telstra Mobile Smart Antenna we sell. You can quickly use Live Chat to get the details. Brendan
Hi Brendan
I am surprised that when Telstra changes plans but does not notify the customer who has been locked into the contract which no longer exist in their plan. This is my second (or third?) time that Telstra has failed to notify me that there is no bundle connector everyday for $109.30. (with no T-Hub). Now I can see that there is $105.00 bundle connector which includes a T-Hub or $115.00 with a T-Hub. I am of the opinion Telstra takes the full advantage of Customers who are not fully aware of Telstra’s plan. I strongly beleive that I am being overcharged when such plan does not exist. This is also the down side for opting to have e-bill, whereas during paper bill era a flyer would be included to introduce you with new products and helped you keep updated with happening of Telstra. Gone are the days, now more money you make and fill the pockets of the Exec’s you are paatted on the back and receive a hefty bonus. This is not the way to treat a small customer. I hope that helping me to find a honest telco which will not fleece me without notifying me. Will you let me know what went wrong with the plan.
Hi Nasim. I’d be happy to have someone call you and discuss you plan and options. You can email me your contact mumber and account details via exchange.telstra@team.telstra.com
Hi Brendan.
I am letting you know that my Internet service is unacceptable, it is getting worse it is most of the time giving me a line speed of 0.19 Mbps really some thing has to be done about this. If I am lucky I get an hour here and there fast enough to actually do something on the Internet. I have been trying for three hours to send this message. Please help.
Ellen
Hi Ellen. I have asked a local team to call you asap. Brendan
Please have a Customer Support Manager call me regarding difficulties experienced with my last interaction with your Phillipines based Support Department
Hi Andy, Happy to do so. I sent you an email this morning.
Today I contacted Bigpond to disconnect an ADSL service that was no longer required: I have 2 other BP internet connections. This had been planned for some time as I cancelled it once before and had lost an email address that I had been guaranteed would be retained. I had to get the ADSL service reconnected so I could retrieve the email address (does it smell like getting as much revenue as possible?) On Oct 8 2012 I rang Bigpond & did what was necessary to have the email address in question attached to another bigpond account, all good so far. On Oct 24 I rang Bigpond again to check if indeed the email address had been attached to the other bigpond account & was assured it was. I went ahead with the cancellation of the ADSL & during the procedure again asked for it to be verified the email address would not be closed, I was assured it would not be. I completed the cancellation & again asked for reassurance the email address would not be cancelled; I was again assured it would not be. Guess what?? The email address was disconnected within the hour. I then rang Bigpond again & after much difficulty & time making myself understood I received a “sorry” but it will be at least November 5 before I could get the email address back: apparently someone had noted that as the retention day without telling anyone & yet I was guaranteed 3 times(recorded phone call) that the transfer had been done & I would not lose the email address. It is an address I use for my business as a Real Estate agent: guess what that means?? Who can I sue or does telstra once again stuff up someone’s business without any recourse. These are the people who make the rules: just how quickly could they actually reactivate that particular email address if they wanted to.
Hi Robert – very sorry to hear of this. I’d recommend checking our complaints page so this can be escalated to a case manager.
Repair Work on PIT LIDS.
Is this a job that Telstra does not want to do any more. I know of a pit lid which I have reported on numerous occasions with the same jargon reply. It just looks like they are all reading the same script.
The problem appears to be a broken side of the pit which has allowed the lid to slip into the pit. All the work that has been done is send out someone ( they state a Tech ) to make it safe. That is it. A yellow barrier around it. They can give no indication of when it will be fixed. Are you waiting for the NBN roll out to fix it?
It is on a corner and could be a problem if some one walks into it. Is this the new Telstra just make things so called safe and leave it.
I can give you two References; 145818771 and today 145894094
Also today walking in another area of the same suburb I saw what really shocked me. A pit lid made up of metal rods welded together but with very large gaps. From observation from above without walking anywhere near it, it appears to be line with a pit further down the street. I noticed black cable inside the pit. With luck not much foot traffic in this factory area at present. Have a factory outlet open up for the public nearby, someone will have problems.
I worked for almost 39years for Telstra and I have shares in Telstra and do not like what the above will do for Telstra image. Telstra will be blamed.
Hi Grahame. This was sent off for review yesterday. Thanks for bringing it to our attention. Brendan
Brendan
I had a call on saturday but could not identify except that it came from Telstra. I checked the pit again and it is in the same condition. I have noticed a worn path in the grass right beside the pit which is on a corner. Another job ID has been put in 145938592 over a week ago.
Thanks Grahame. I will follow this up.
Hi Brendan
Some body did ring me on the 18.10. he kindly had a new modem sent to me, it arrived on the 25.10. I installed it with out any hassels. Internet speed was a little better but not much. The best I got was a line speed of 2.75Mbps which I am quite happy with. But the original problem is still there, since we had a lot of rain yesterday it then dropped quite rapidly, with a Line speed of 0.2Mbps and download speed of 0.1 this morning.
So this proves it was not my modem. Please I would very much appreciate if you could arrange for some one to come and check the connection coming to the house.
Ellen.
Hi Ellen. Sorry to hear that the modem didn’t help. As requested I’ve asked for someone to look into the line into your home. Brendan
Email accounts, both personal & business both disconnected, suspended. No warning no reason no apology. Have been passed from billing to tech support back again and again and again. Then to complaints who promise to call back and never do. It has been 7 days with both emails in lockdown, business customers complaining to me any emails they send to me are rejected. Where to go from here?? All departments in Telstra say its the other depts job to fix.
Hi Joline. I’m sorry to hear you’ve had issues with your accounts. I’ve asked for a local specialist team to call you as a priority.
T-HUB 2
You can set the Date and time which changes all except the phone log. How is the phone log updated.
Hi Grahame. Please post this on CrowdSupport. There is a dedicated page for the T-Hub 2. Thanks Brendan
Organised for a team member to call you Robert. Brendan
i need to talk to someone i have prepaid and no credit left and was wondering if there is a number i can call for free thanks
Hi Nathan. Try live chat.
I have been receiving unfriendly emails, letters regarding what Telstra thinks I owe is $1,194.59
I was such a loyal customer and decided to stay and re-contract 2x mobile phones with 2x new mobiles.
1. I was promised continuously after various calls i would get a call back
2. I was promised the bill will be looked at and credits would be applied accordingly
3. I had my phone stolen so I am still paying off a $80 bill which i happened to just re-contract a few months ago.
4. I would like to have my call listened to and confirm if i was offered insurance for my 2 new mobiles as i forgot that this was an option and when i contacted the police regarding my stolen device they brought this to my attention.
(A copy of the call to be sent to my home address please)
5. If i was not clearly offered I would like to then discuss my replacement phone. ( If i was offered and said no i thank you in advance)
I would like all late fees since Oct to be waived as I have asked for this O/S amount to be rectified so i know what my bill is every month. I am not working (single mum) trying to manage a lot of bills. I do sincerely hope someone can help please.
Hi Mariana, Sorry to her you’ve had some poor experiences with us recently. I’ve saked a local team to investigate and call you as soon as possible.
Brendan
Currently the best I can say of Telstra is that it sucks.
I had a cable connection installed on2/11/2012
Still not operating.
Promised call backs that never happen.
Promised results that never happen.
Promised a letter of apology. Ha what a joke.
In total my bundle of telephone and Internet change over which I was promised would occur in the one day has left me without Internet for over 6 weeks. I have taken time off work.
I have organised for my children to be picked up from school by others because Telstra was going to ring. What a joke.
I am at my wits end. It is impossible to make a complaint The number I rang which was given to me by a Telstra rep sent me to billing. Twice.
I have been disconnected.
It’s just appalling
Hi Katrina. I’m sorry you’ve had to endure these negative experiences with us recently. I’d like to help buy getting a local team to call you and look into this and make sure you are happy. Can you please use this email exchange.telstra@team.telstra.com to send me your account and contact details? Brendan.
My saga continues…..
Internet has dropped out every night this past week. Tuesday and Wednesday nights I had no service from when I arrived home at 7.30pm, until going to bed at 9.30pm. The attempt I made to contact Technical Support was useless, as the call was on hold for forty minutes, at which point I hung up and went to bed.
Then yesterday, I receive a call from a woman with a woefully heavy accent purporting to be from Telstra customer service in Adelaide. She wanted “just a few minutes” to talk to me about my services. In truth, she wanted to upsell me into buying more services. One thing she did say, was that her information indicated that my home is NOT in a 4G reception area and that I would not have a 4G modem. So it appears that either I was lied to when told a 4G modem would solve my ongoing problems, or my 4G modem is not a 4G modem. Clearly, it would seem the former is the case.
Her (I don’t recall being able to pronounce her name) ambivalence at my present problem seemed to be taking her away from her primary purpose of the call. At which point, she said “I cannot hear you” and hung up. There was no return call to complete her upsell, or to even complete the conversation we were having about my existing (lack of) service.
So the Telstra standard of customer service has reached an even lower ebb. What’s the story Brendan? Why would an obviously disgruntled customer be called, only to have his problem ignored and hung up on? Why does the BS continue?
Hi Mick. I’m going to get a local team to investigate this and call you. Brendan
I’m experiencing yet again very frustrating service or lack thereof from this organisation.
I purchased a new handset on the top plan 9th November 2012, returned it to the store as faulty 5 days later after speaking with Samsung who said return it.
Telstra have advised there is nothing wrong with it and want me to take it back – I refused of course and requested a new phone (remember it’s only 5 days old).
Now today, still no new phone and they have the nerve to send me bills for it !!!!
Seriously
Ive been with Telstra for over 5 years. Ive Recently lost my job and fallen behind on 1 bill. I hate the way your debt collecters ring and ask for an on the spot payment. Or block your phone when they ring with your Telstra recording.$150 a month for a long time = alot of money ive payed you for your services and thanks.But thanks to dodo they are nearly half your price.Your to expensive and your staff from overseas are rude and not very helpful,I wonder if i get some $ back for your double payment upfront policy next month.Thank alot Telstra.
Hi John,
Thanks for the feedback, I can appreciate why this is frustrating. If you ever think you’ll need more time to pay your bill then contact us as soon as possible and we may be able to arrange a payment plan for you. The number for home phones is 13 22 00 and for mobiles it is 125 111.
- Gigi.
Friday 9th November 2012 I visited a Telstra retail shop and decided to change my existing handset Iphone 4 to a Galaxy S3. I had 4 months remaining on a 24 month contract therefore wanted to understand the costs associated with a handset change prior to the end of my existing contract etc.
The sales person explained in detail, I signed the necessary forms, received my phone and back to the office I went. On setting up my phone including the connection to my business and personal email accounts I noticed that the screen resolution on the email were quite dim and somewhat different from the brightness from the other applications.
I checked with a colleague who also had a Galaxy S3 and found their phone to have no difference in the resolution and brightness on emails when comparing to other apps. I thought this was strange however didn’t focus too much time on it as I had other priorities.
Over the ensuing three days it became obvious that it was difficult to read my emails especially outside of the office, therefore I called Telstra customer service and when explaining the problem and was told to call Samsung. I called Samsung customer service who were very friendly and ran through a number of setting changes and reboots to see if that would rectify the problem, once it was evident that it didn’t achieve an outcome they advised me to return it to the Telstra shop where I purchased it and as it was less than a week old I would receive a new handset.
Tuesday 13th November 2012 I returned to the Telstra store and waited patiently for the young lady to tell me yes as it is less than a week old you can return the phone and obtain a replacement, however it needs to be in it’s original packaging etc. Perfectly understandable so I returned the following day with the original packaging, waiting patiently once again the same young lady advised me that I would need to wait a further 20 minutes for someone to assist me. At this point I start to question what does customer service really mean to this organisation. I decided not to “wait” to return a faulty handset that they sold me 5 days earlier and left it on the counter with a clear instruction “Call me when the new handset is available”
Later that afternoon I received a number of phone calls with the first being quite rude from a Telstra employee at the retail outlet explaining how inconsiderate I was by not following procedures and waiting so the phone return could be logged in correctly. Apparently they had to call the police after I left it on the counter and confirm I was the owner (I also have an email from Telstra reiterating this ) …………………………….
Later that afternoon I received a “customer satisfaction” email request from Telstra (which is an automated service) Titled – “ You Speak – We Listen “ requesting my feedback regarding my new purchase and what I thought of the Telstra retail experience. I completed as honestly as I could which should have been enough to have Peter Jamieson, Executive Director Customer Service (who was the sender of the satisfaction request) swing into action. Sadly not
Wednesday 14th November 2012 numerous phone calls from the Telstra retail outlet where I requested email correspondence only. After numerous emails going back and forth it was agreed that I wouldn’t need to go back into the retail store and wait in line for ‘telstra service” and they would send the required forms via email for my signature. These forms were returned to the telatra store employee Friday 16th November 2012.
Thursday 22nd or Friday 23rd I received a call from Telstra in Melbourne responding to my “customer satisfaction” feedback (Tuesday 13th November), I went through the phone scenario with this gentlemen who advised he would follow this up and call me back (Still no call back !!)
Monday 26th November 2012 I received a call from the Telstra retail shop advising me that they couldn’t locate my handset and it hadn’t been logged into the service department in Sydney – Missing in transit.
Friday 30th November 2012 I received a call from Telstra retail who advised my phone had been checked and the “fault could not be rectified” therefore would be returned to me. I advised the person that I wold not accept a faulty handset only a replacement handset.
Tuesday 4th December 2012 a courier arrived at my home address with the faulty handset, I advised him I would not accept a faulty handset and he could return it to the sender.
Thursday 6th December 2012 an email from the Telstra retail employee advising me to:
1. Lodge a formal complaint with Telstra regarding the handset brand (Samsung)
2. Contact Samsung direct to investigate what they can do to make the handset compatible
3. Make a further appointment to visit them instore.
I also received my Telstra bill including all the charges for the new handset (which we need to remember I had for 5 days in early November and still don’t have a replacement for)
I went through to customer service and lodged a complaint (although I had done so on numerous occasions during the past month with multiple Telstra employees)
I was informed that a manager would contact me in 5 days.
Wednesday 13th December 2012 Still no phone, no contact, no resolution
Hi Tony,
Thanks for the feedback regarding your phone and customer service issues – I can appreciate why this has been so frustrating, this level of service really shouldn’t be happening. Can I grab a few details off you via this webform so we can get someone to call you: http://www.telstra.com/24x7help ?
- Gigi.
- Gigi.
Gigi Please contact me re resolution
Hi Tony,
My apologies, this should have been addressed by now. Have just forwarded your email address to the customer service team and inquired about the whereabouts of your form.
Hi Brendan:Surprise, surprise Telstra is comparing their services with Financial and Insurance companies. Welcome to Tesltra Financial, Insurance Company which have been introduced by Telstra Customer Services over phone. It all started from the first/second week of November 2012, I have rang 3 times to Tesltra to find if my phone services can be “downgraded” as I am going overseas from 26 November 2012 and will be back on 7 February 2013. No one was able to help and then went on-line for advice on how it can be done, in the name of transferring me to responsible officer the line was cut off and it happened twice.On 21 November 201, I called Telstra customer service to inform that I have made a on-line payment of my bill clicking the wrong month so I have paid less by $2.82. I was requested to pay the amount and promised that the credit card charge will be reversed. Finding the Officer helpful I sought his assistance and informed him that there will “NO ONE” at home to make call and use internet data. After some probing he informed me that a “down grade” is possible which will not disconnect my line and I will be billed $22.95/month which will stop usage of my internet and my phone will have restricted use. I jumped in joy and requested him to down grade my line. After few minutes I was informed that the down grade can be done 48 hours before the scheduled date. So far so good.
I rang 48 hours before my departure to find myself in a difficult situation and felt like dealing with a monster known as Telstra. I was told that I will HAVE TO pay $39.95 for keeping my line and $69.95 for internet even if I do not use the service. I have pleaded, begged to make the operator understand that there will 0 data usage as there will no one to use the internet and phone. Surprised with a reversal from my previous conversation and at that stage the analogy of having a insurance or finance was used in the conversation to dissuade me from my request. I was asked will my finance or insurance stop taking payment as I am going overseas. (I demand this taped be heard by a responsible officer). I informed the Officer that I am not interested with the analogy but I can prove another Telco has done the same for one of their customer. The response we are not aware what Telstra ‘s competitor are offering to their customer. Well, well Telstra does not know about competition of other telco’s but they seems to be well briefed on how insurance and finance companies work. From overseas I have viewed my bill showing: Homeline Usage; $0.00, Data Usage: 0 and the bill $111.00. If Telstra can behave like a predator with a customer then I have a right to defend myself against such predatory behavior. Just to let you know my friend has agreed to provide me a copy of his bill from his telco (not revealing much details) that he has been charged only for the connection. I am overseas now and on the go from one state to another which delayed my complain. I seek a redress to this monstrous bill with 0 usage. Hope Telstra finds better way to deal with their customer and stop comparing with other financial products but about service from their competitors.
Hi Nasim
Thanks for the feedback regarding your phone and customer service issues while you are going away overseas.
I can appreciate this has been frustrating, and you are getting different kinds of communications from us regarding your connection while you are away. It is complex and we need to address it for you so can we grab a few details off you via this webform so we can get someone to call you: http://www.telstra.com/24x7help ?
Hello,
I am hoping someone here can help me. I currently have a Telstra bundle which includes FoxTel, home internet, and mobile services for my wife and I. I have been experiencing a multitude of troubling issues with EVERY aspect of Telstra’s service and trying to deal with customer support only exacerbates the problems. It is especially troubling, as it seems that the really is no solution mechanism which truly deals with customer complaints.
Can anyone “out there” recommend a direct, in-person contact that I can sit down and flesh out all of the problems with a view to true resolution. I am at a point now where I can only view engaging the ombudsman as a reasonable action plan.
Thanks in advance for your help!
Michael
Hi Michael. If you’d like to sit down and discuss these issues in person, I’d recommend booking an appointment at your closest Telstra store. You can book an appointment at this link: https://www.telstra.com.au/telstra-store/personal-shopping/ (although that link refers to personal shopping, we will very gladly help with these issues in your appointment).
Calls to Telstra customer service and complaints lines now free
But can you afford the Valium you WILL require after dealing with Telstra??
My problems dragged on for a month and one day after I contact the TIO, things get fixed. Coincidence?
I have had some problems recently with the installation of a new modem for my Bigpond system. The customer complaint department in the Philippines were as helpful as they could be BUT I think those (in Australia) who are in control of the system need a kick up the arse, big time. We have been promised improvement in customer relations and Telstra has employeed, at great expense, people who claim to be world leaders and experts, yet the complaints continue to pour in.
My problem with the installation of the new Netgear Gateway Modem has been resolved (thanks Manilla) and I have my beloved Bigpond service running fast and hard. All well that ends well. Best wishes to all at Telstra for a bright and healthy New Year.
Hi
Refer to my complain but the $0 phone usage and 0 Mb internet usage. I have received correspondences form Telstra which were not helpful or indicates a resolution. The more I refer to “downgrade of service” I am lectured on contract reminded to pay the full or discounted price. I have been offered a discount of $23.00 and have been told there is no way Telstra can “suspend’” my service. I did not want any of them. The good news is Telstra has admitted that other Telcos have this facility for their customer. Thanks this time it was not compared with my car insurance or banks finance. I have written to the customer relations but they seem to be slow can you expedite the matter.
Hi Nasim, I’ve just sent you an email to follow up on this directly.