My Telstra App Reviews

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DO NOT UPGRADE BEFORE YOU READ THIS. This is a horrible new version. It only works on Portrait mode. Plus it is less intuitive and less smart than the previous version. I can't believe a company as big as Telstra could produce an app this bad. There was basically nothing wrong with the previous version so there was no need to change something that is working perfectly well. Do not delete your older app before you try this new version, for you are going to hate it for sure. Telstra needs to offer a link to the old app for reinstalling.

Updated app is glitchy and buggy. The previous version was great and no issues but after the new update, app is very buggy. The Home Screen of my account wouldn’t load properly, so I deleted app and reinstalled it. After that, my accounts page loaded properly. Then I had issues with signing into my account. Right after I sign in, it would sign me right back out, asking me to sign in again.

Poor service. I need to speak to a PERSON about a long standing bill dispute. Why am I being directed to an unhelpful app!!!

Won’t load half the items. Takes forever to load anything even when on WiFi or 5G.

No alternative. Stuck with rubbish. 1. Forced upgrades to use the app. 2. Chat is incredibly slow and has to refresh every time the app is clicked away from. (Nothing to do with background refresh or notifications, just the nature of the app) 3. Billing takes you to either an error page or the old desktop billing.do interface, have to keep pinching and zooming to see anything or select anything. 4. Overall shambles.

Downgrade to previous version. As expected from Telstra, this app took something that was very average and made it even worse. I used to be able to see my call usage and databank balance on the old app - all I can see on this app is my current data balance and a button to pay Telstra more money. They clearly downgraded the visibility so that people have no idea if they have databank left or what calls they made all in the interests of allowing Telstra to rip their “customers” off more. If you haven’t updated the app, I’d recommend keeping the old one

Telstra customer service is terrible. App is buggy. Company is rubbish. Telstra customer service is non existent. Can’t provide internet service to the middle of Sydney. Refuse to provide answers or updates. Says it will take two weeks to complete a move house order which was booked in advance - I already am a paying customer, all equipment delivered and installed, and my previous service has been switched off yet they can’t simply activate my new service and can’t find any technicians available to switch on my new unit for 2 weeks or more. Yet Andy makes $6m a year whilst continuing to deliver less and less value to his customers, letting go staff, and consistently delivering negative shareholder returns. Telstra is an absolute joke of a company

Garbage. Like everything else from Telstra, garbage!

Great till I use web to access emails 😭. Everything is great till I had to log into my email via safari, I’d like to access my mails via app. Possible?

Terribly slow and inaccurate. Been using this app since first version. And all I can say is that it's terribly horribly slow, (opening loading screen 10sec, loading services 20sec just to get into the app) once you got in be prepared to wait 5 to 10 sec for every menu item you click on. And the best part, get ready to wait all that time again once you switch to another app and reopen from the switcher. Doesn't show my balance or bonus packs, though I have them showing under #100#. That makes this app just plain useless. Redesign! Get a new app developer and fix the waiting times and bugs.

Payment of bills. It is virtually impossible to pay a bill online. Completely impossible. Not good enough.

Worst experience ever. And they think they are a tech company. Can’t even take my money

Doesn't work. It still says I haven't recharged even though I did a week and a half ago. Not of much use if it can't even tell I've recharged (my phone's working so clearly Telstra knows I've recharged). I'm disappointed and I'll also point out I never had this problem with Optus's app...

Infinity loops like a joke. In the app, after I login in, it says nothing in this Telstra id, then it prompts me to add a Telstra account. Then I was turned to the Telstra website to add account. But it fails every time due to the unexpected error. If I don’t add the account, the app would log me out. If I try to login again, everything above loops again. I contacted the customer service, but they can do literally nothing on this and asked me to update this app which I just downloaded minutes ago or head to a store to fix the app issue. What a great experience for a customer who just transferred his number and expecting a better service.

Ripped off. I’ve got a bill query (have been over charged) but can’t talk to anyone. All phone recordings send me to an App that takes me around in circles. Two days of trying to get help. In frustration I decided to cancel my service altogether and go to another company but still can’t talk to anyone, just tapping away at an App with it’s irrelevant options. So I contacted ‘help’ to find out how to get help and they too struggled with finding a way to achieve the level of customer support I need. Customer dissatisfaction ++++and rising. Sometimes person-to-person contact is the only way. When most companies are setting up their workforce to work from home what are you doing Telstra? Hiding behind an App that doesn’t meet everyone’s needs. Zero stars from me.

Hope you never need help. I don’t have strong enough thumbs to describe how painful it was to try and get a refund for a SIM that never arrived. If you don’t have a Telstra number you basically don’t exist. But it didn’t get much better once I got one. 26 phone calls later and after managing to get an agent only twice, I turned to the app to get a refund. Another hour or so later I got refunded - but as a credit of course. You’d think you would be able to apply a credit that appears in your account to the top up of your phone, right? Not a chance. Followed the “help” from the agent via the app. Nothing worked. He had to apply it himself. Now I still have $10 sitting on the account and wondering if it’s worth it to try and get them to do it again. Last month I tried and gave up after 30mins of waiting for a response beyond platitudes about an agent will be right with you. This is exactly how not to do customer service. Which I wouldn’t need if the app worked as it should.

Useless app. The app definitely is not helpful. I am getting poor coverage. The app goes round in circles, claims coverage is ok and offers no further help.

Ripped off. White Thunder said it all and totally accurate.

Not the best. Only works about 75% of the time. Get errors saying my account doesn't have appropriate restrictions etc

Really?! Still no 6/6+ support!. Very disappointed.

Forces Portrait Mode Only. Why would someone develop an app specifically for the IPad but force it to use only portrait mode? App is unusable if you have a case with a keyboard.

Faulty app???. I was recharging from outside Australia with an expiry date of one month but when I had to approve it - showed an expiry date of May 18 2020. Today is May 12 !!!!!!! Hope it is a mistake!!

Glitchy, featureless mess. Not worth downloading if you have access to a computer. I've been given the runaround trying to cancel one of my services with Telstra, have called, was told to use online live chat or the app. Online live chat can't be used to cancel services, and the app craps out whenever I try to view the service I want to cancel. Absolutely poor form.

Unfortunately appalling. I have been forced onto the nbn, which is about the same speed as our old ADSL and not quite as reliable. This happened in June last year. Admittedly a few things were going on in 2020 so I excused the issue of not being able to speak to someone. Since that day, I have tried repeatedly to cancel the ADSL service, but have had no luck. I finally got to speak to someone in March but by May it still hadn’t been disconnected so I rang yet again to find out why I am STILL paying for an ADSL service that we can’t use. Firstly I am told that I am not entitled to a refund prior to March (ie 2 months refund instead of the 11 months it should be) but although after about an hour of yelling at the Telstra rep (in India who possibly had to bury their relatives from Wuhan flu after dealing with me) we did finally get our ADSL service disconnected. I know this, because we also had our landline service disconnected as well. The big issue with this, is that although we live in the Sydney Metro area, we have almost zero mobile coverage. This makes working from home (with only a barely acceptable nbn service and no phone line at all) EXTREMELY difficult. I am still waiting for my home Telstra service to be reactivated and also waiting for 11months of refund for an ADSL service that was unusable. It is quite frankly, appalling - even though for a large company I accept that things aren’t always able to be perfect. On another matter, our neighbours had a delivery van drive through the TLS cable and bend a pole so the cable is lying on the ground. We were promised ‘urgent’ repair work would be carried out (within a week!) to re-tension the wires. The incident occurred 26th Feb, it’s now the 10th of May and we still have cables on the ground!

Cant pay. Cant pay

Avoid Telstra. I hate Telstra so much. There is no one to actually talk to. Their apps and website just sends you round in circles in the hope that you just give up. All I can do is recommend everyone use a different carrier or write a complaint to both the CEO and the ombudsman. Hopefully this company will collapse and be bought out to be run by a more professional management team.

The worst experience I have ever had setting up a mobile. Paid, they refused to refund and there is no way for me to activate an esim.

Data usage not updating !. Utterly useless

Evil Telstra. I have not been able to pay my bill using the app now for several months. The management at Telstra are a shameful bunch of fools

Pathetic. Sadly, this is the case. $50 Australian / 35 American for 30 gigs? Don’t bug unless you want to renew your product every week. I pay 40 a month for unlimited data back in the states. Customer service is disgustingly horrible on the best day. If you scroll Instagram for 10 minutes, that’ll cost you $15. Do not buy.

Order. I ordered and paid for the Palmhair Hair Straightener on February 9th, 5 months ago, and have not received I did receive an order number 12528 months ago. Have even inquired about getting my money returned and still nothing and every nickname is taken.

Horrible. Constantly crashing and freezing. Can’t believe this is so unusable

Esim purchase not possible. It’s impossible to buy an eSIM

Hot garbage. Simply doesn’t work. Going to anything payment related causes the app to crash or fail to load- “system error, try again later” has been the default display for weeks.

Poor quality. Hard to navigate. Missing information. Wrong information. Bad app

Broken App: Does NOT work. I keep getting ‘overdue’ bills from Telstra when I am enrolled in Autopay... with ZERO way to contact them. The app us useless... every function you press comes back with “oops, something went wrong, try again” notice. One cant even lodge a customer complaint, or send cust care an emsil with this app. What on earth is going on telstra?

Awful update. It’s 2020 and this is the kind of application you are able to develop? If you are not capable to develop an app, hire another company to do it for you. No user experience whatsoever taken into account, basic design, lack of functionality and on top of that it’s even worse than the previous version. In this new app, if I run out of data, I’m unable to recharge offline on the app as the application directs me to the website... so I need Internet before I can recharge to get data. In the previous version the recharging was done within the app and was working even if my prepaid expired the day before. And Telstra, don’t send me to your feedback form! Better simplify the form to easily capture feedback, not make it difficult.

.. Garbage

bad. horrific, clunky app that only deepens my ever-seething hatred for this vile company every time i’m forced to use it

Terrible service and terrible customer service. You can’t get ahold of anyone, they are unhelpful, the app is confusing, nothing works.

Bad IT. I have issues logging in and the app crashes randomly. Sometimes I’m unable to view my bill or other important information when I need to.

Horrible. Horrible customer service. Extremely not reachable support. Cannot speak to ANYONE. No reach back at all, literally talking to a robot named Codi that says sorry our team is unavailable. Money scam here

Recharge. Recharge is not instant, may take days to recharge.

App Crashes + Lack of Post paid calling pack monitoring and iphone 6 plus support. Since the new update, app crashes while I would like to view a bill from dashboard. Also, It's a long time I wait for a visual and separate way to monitor calling packs' usages for postpaid customers. Things like international calling packs or ability to see how much is remained from the pack. Same as what Vodafone customers are able to see, a simple pie chart that shows their remaining credits. Please fix these. Thanks

Unhappy with the app!. App didn’t let me recharge my prepaid number and I really freaked out. (It kept showing an error and wouldn’t let me proceed). I also failed trying to sign up for an account - the verification mails wouldn’t come. I luckily managed to recharge on the website.

Terrible. Sends you around in circles. Cannot change plan within app

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Pretty bad. So many flaws, not a pleasant experience at all. Also been trying to get a new prepaid service to show up in this app, but still nothing. It’s there in the web version, but not in the mobile app, even after numerous messages to the service team who keep telling me how to attach the service to my account via the web version .... yeah, been there, done that .... they just don’t listen to what I’m telling them. Which brings me to the other major flaw ... the messaging service .... really, really horrible. A recent encounter left me with an operator playing games, trying to pretend to not knowing what I was asking for, which was the above mentioned attachment of a service missing from my account view, even though I provided my account number and all service numbers. So insulting, but no way to extract a message history as evidence. Not what I’d expect from a major telco. Too much of this app is crammed full of useless paraphernalia, seem solid mobile functionality and customer service has been forgotten. Oh, and PS .... after nearly 40 loyal years, yes, I am most definitely leaving Telstra. And in response to the robotic developer response .... I have left feedback and complaints more times than I care to remember and have yet to receive any semblance of a helpful outcome. My prepaid service of course *still* does not appear in the mobile app.

Not recommended. We had problems for 3 months with internet and I got 4 kids which they use internet and I had to give them my hot spot to use from my phone and I called Telstra and offered me 180$ credits for having not internet. and after that the another problem was my bills come double for using to much internet on my phone plans and I called Telstra and they offer for better service and said to me your area is now got nbn and they said better to upgrade your plans which i did my plan was 90$ and upgrade to 120$ and I wait for 6 weeks with very bad internet on and off . And I still I have to pay for that bad internet service till the guy come and install the nbn and told us Telstra going to call you soon and tell how to make the nbn work we wait 1 week tell someone called us and told us the right way to do it and finally we had internet back and my kids have now access to the internet and now I got I bill for 550$ because I did upgrade to service from 90$ to 120$ and the lady said you going to have one month free and no extra charge now I just called them to know why my bill that much and told me there extra charges for the upgrade which no one told me that . and they told me not showing on the system for 180$ credit and for the one month free which I think that’s not fair at all and it’s very bad service . Thank you

Excruciating. The alleged security features driving you into repeating loops of frustration and anger, the hidden useful "offers" require persistence to locate, the high failure rate of Telstra online accounts to even be available, and for the last couple of years the inability to even have an internet connection in built up areas and phone calls dropping out before being able to answer, or even immediately on answering. Except that the other carriers coverage is generally worse, we wouldn’t stay with Telstra. Update: Apparently I haven’t tried re-installed the "app" enough times. The trouble is, I have issues trying to ascertain when I’m in the app or bounced between it and a browser for "security steps" in never ending loops as the app has its own browser instance. The current version seems less infuriating though, but I only try to log in for anything if I absolutely have to. How many not a robots or log ins are enough? We may never know.

One star too many. New App doesn’t work at all. For 2 months all I get is “We can’t access your account”. Telstra suggested there may be something wrong with my phone. Pretty funny considering there’s loads of other people who can’t get the new App to work. Luckily I have a laptop so can log into my account through the Telstra website. Would be nice to log into the Telstra website from my phone but when I try it automatically redirects me to the App, which doesn’t work. Telstra needs to remove the automatic redirection to the App OR get rid of this new App and bring back 24/7 which actually worked. A lot of people would be happier. I also saw someone’s post here how they had been charged twice. Me too. I have a post-paid account but received a bill, which I paid, after changing the account into my name. Then I received a post-paid bill for the same billing period. Took a few hours to get it sorted, being told over and over that I hadn’t been billed twice. I was relentless though and eventually Telstra credited my account for the money I paid for the bill I should never have been sent. As frustrating as it is, perseverance is the key.

Why is it always not good. New App showing an account that’s was closed more than a year ago as the first item. Telstra software often bad and issues usually too difficult to resolve, probably because it’s software they’ve bought “off the shelf” and repurposed or rushed to market without adequate testing or under resourced the product (software rollout) as soon as it’s live so no one remains to fix up bugs. The remedy to that is a message when you post (like the one that will no doubt appear below shorty; “developer; please send us a private message with details so we can investigate”) Who can be bothered going through that rigmarole when the truth is the company has a deep disdain for customer as evidenced in their half baked web applications and software. If that’s not the case; then why do they always release and run ineffective, problem riddled, software to market? There is a deep disdain for customer and it’s evident in lack of care, testing and likely under resourcing of IT or overpayment of project leads who don’t are under skilled. Here’s another example, the “new” Telstra app - one star.

Slower and less reliable than the website. The point of an app is convenience, and this app fails. It’s slower than the website - and what’s with the fake “signing you in securely” logo? I’ve caught my data/info on the screen before I’m “signed in securely” so I’m already signed in, what a stupid idea from the marketing department. And this is when it works! I’ve found twice in the last month the app just crashes out - delete and reinstall fixes it, but second time I’ve deleted and gone back to the website. The app is just a waste of time. It also doesn’t work to buy extra international roaming data when you’re out of data. That’s right, you’ll get a text saying “you’re out of data but click this link to buy more” and it’ll open the app - but it doesn’t work because you’re out of data. It’ll only work when you find wifi. But it won’t tell you that, it’ll just sit at the Telstra logo. The Big T - Premium price, mediocre delivery.

Thumbs Down. 5G whatever that means 123 bars doesn’t matter I can see the mobile tower from my front door then when I run out of credit the app just lingers back when we had to rotate the dollar Tik Tik Tik Tik Tik Tik Tik Tik Tik Tik Tik Tik. Come on Telstra lift your game I recharged all October 15, 2022. Plenty gigabytes left in my bank and I open up the app and it’s still trying to refresh from a day and a half ago, I see just now that you have updated version yesterday. Well I’m not a yeah fortune teller but you gonna tell me that’s got something to do with it prove me wrong just putting Telstra quite disappointing you are the most isolated city in the world you think you’d have our mobile Towers double the Satellite send them past couple more times this way three times higher than everybody else’s take a look in the mirror Telstra i’ve never thrown the phone and destroyed it in at a rage, but every time this app starts to play up, I tell you, it’s very tempting I don’t want answers I want results thank you.🙇🏻‍♂️😇✌🏻

Minus 5 stars. Have been a loyal customer for over 20 years and all they’ve ever done is try to rip me off. The bills that I HAVE bothered to check, they’ve had to recompense me over a $2k to date for their mistakes. At this point, I’m trying to get my Telstra TV box fixed. It’s not been working for 3 months and my messages to them are like butting my head against a brick wall. I don’t work 9-5. I work shifts. I send messages to their “24 hour app” to resolve it only to get a text message back saying their office is closed. This is an absolute joke. But surely enough they’ll still be charging me for a tv box. I’m an emergency health worker, RN, this is absolute CowPoo. And by the way, this account was in my fathers name and he died 10 years ago. I’ve called you over and over, so many times, to have the name changed. I’ve been into the Telstra shop numerous times to discuss it to fix it. Everyone on your end keeps apologising and assuring me they’ll fix it, but whenever I log in my deseased father’s name still comes up as the account holder. Not a happy customer.

Payment not enough funds Available from nominating account. Tried correcting myself but because cancelled card was in default I struggled to deal or sort it out. I’m pretty “Old School “ so not that tech or sorry IT savvy so preferred to get Technical help over phone from Reddy in from Brisbane who answered my plea for help and they were terrific and helpful,understood my situation and got me sorted very quickly. Love their work so well done you all deserve a Pat on the back as I was struggling to navigate through the Telstra app mainly because I was out in the field and didn’t have all the correct information etc on hand Please accept my apologies for being impatient as that’s not one of my best attributes I’m afraid I like to get things happening which can come accross as being arrogant or rude but I’m just mainly like it when I’m frustrated with getting things done swiftly and not having time to give it all my attention

Half a star is overrating this service. I have 2 pre-paid Telstra mobiles which I top up every 30 days and you are taking our money and only giving us 25-27 days of data. Tried to call up to fix problem and get cut-off each time. Tried to go onto the link you sent me on my phone and guess what!! Our Broadband is down AGAIN, and has been reported to you so many times I am now going to the Omnobusman as I am fed up with you or lack of service ....last time I rang to report NBN outage, I waited for 1 and half hours and phone cut-off. Appalling service or lack of!!!!! Have finally got through to an Aussie Operator (miracles can happen) and got told that if I prepay my mobiles before due date they take it from that date so I am losing 4-5 day per month for paying early. Ludicrous idea and when I use up some credit she gave me I am looking for a better carrier. . Then got put through to NBN to complain about my unreliable service, was told a case manager would contact me in 24 hrs. Way past that time and no call yet. Wonder why I am not surprised. Telstra has absolutely no decent service

Average app. At random times the app will log me out of my account completely, and although I am able to continue to log into my Telstra account via the Telstra website. However, upon trying to sign back into the app, I have received an error message stating “sorry we are unable to sign you in”. For the past 5 weeks, I have been unable to log into the My Telstra app. However, I am able to log into my account via the Telstra website. I have been contacting the support staff via the Telstra app almost daily to be giving empty responses such as the issue has been escalated 3 times, to promising a resolution within 24 hours to being told my account was changed from “limited access” to “complete access”. After the unsuccessful efforts I have made to contact Telstra via phone (which constantly hangs up on me) and via the app chat To resolve this app access issue. I was told via the chat today that although everything I have located to solve the issue advises customers to reach Telstra via the app, I was told today to find the solution myself and no help could be offered via the app chat to solve my issue. To say I am frustrated and disappointed with the customer service I have received is an understatement. The customer service I have received has been extremely poor.. Average app. Average customer service. Thanks Telstra.

App logs you out for inactivity when you are actively sending messages to support staff.. While resolving a modem connectivity issue, I was messaging with various support staff for one and a half hours. It was apparently impossible to talk with anyone so I had to use the app’s messaging function. I was asked many questions, often the same question twice, and sometimes several questions in the one post. So, I was busy using the app, sending and receiving then…the app logs me out for being ‘inactive for over 20 minutes’. So, I can log in again but the latest message I was working on, but hadn’t sent, was lost. So I wrote it out again. Then, a few minutes later, it logged me out for ‘inactivity’ again! Btw, for the first hour we achieved nothing useful in terms of diagnosis; it took that much time to be connected to someone who took active steps to resolve the issue. And, you get sent a survey at the end…by which time I was getting a much needed cup of tea so I didn’t see it before it ‘expired’ in ten minutes. Looks like it’s not designed to be easy to get feedback into Telstra.

Atrocious. I have been involved in technology for over 30 years and I have never seen such a mess. I wonder if the developers ever have actual users involved when they pump out this garbage. The functionality is basically useless if you try and run a small business which I do. Rudimentary issues like failure to download accounts. Incorrect BPay numbers, and the inability to see all accounts in the one place unless TELSTRA get it right at the back end. Which they don’t. Forget about trying to use their chat service because all you will get is your time wasted. This company used to know how to do things, and I have no idea how they expect to get corporate customers to use their services if they can’t even get their own systems right. When you sack all of your staff outsource to the Philippines and India this is what you get. Then, you get a “computer generated email” here on the App Store saying, “tell is what the problem is”. Isn’t that what I have just done in everything I’ve said above? Clearly they don’t read any of this so really we are just venting and wasting our time.

Just provide great internet that’s all we ask.. Stop sending review requests for services that are automated and just provide a decent internet service to Yalyalup 6280 Western Australia 5 minutes from the city of Busselton and still I can’t be absolutely sure I’ll have a day with proper internet service which is why I am paying for a mobile internet and my velocity internet connection. It’s a complete joke that you don’t answer anyones calls regarding the upgrade of our services in our estate and that I have to pay an extra $70 a month for a nighthawk mobile modem just so I can work. Your services are a disgrace. On top of that I can’t engage any other NBN service that actually works because you e locked me into velocity and it can’t be changed. Do your job Telstra and come and fix our problem.

Unable to download bill from app.. While this update to the My Telstra app takes a little getting used to, it seems, so far, to meet my limited needs except for being able to download pdf bills. Every time I try to download a bill it hits a page that says “oops something went wrong...retry or try again later” but the same message comes up time after time. Tried several times over several days to no avail. UPDATE: You have asked me to give more details, like what? This is all the information I have and it keeps doing the same... “Every time I try to download a bill it hits a page that says “oops something went wrong...retry or try again later” but the same message comes up time after time with no bill being downloaded. What more detail can I give? OK just tried it on another account and I get the bill downloaded. The other account is a final bill on a previous plan so that may be the issue. No longer concerned.

Deleted the app. Apr 2023 Updated app after months of it failing to work & seeing there was a new version. It sort of works but is thoroughly unreliable. How disappointing you can't even fix it esp when it is how ppl recharge their accounts, pay bills etc. Still one star. Still a terrible app. Don't ask me to contact you. Just fix the app. Why is it so hard for you to do it? 2022 I have deleted this app, because after installing the update it just crashes - even after uninstalling & reinstalling several times. Just going to have to recharge via the browser until I shift to another telco as a non functioning app is ridiculous. Don't ask me to contact you - it is your responsibility to make the app work & from other recent reviews I see I'm not the only one having problems. It's really a 0/5. Update: Glad to see you've finally made this app actually work though it's baffling why you didn't do it sooner - it's been an unacceptably long time, but at least it's working. 0 out of 5 for app maintainence, and we'll see how well the app goes.

MONEY DRAINERS. I walked into the Mount Druitt Telstra store and went under a plan for my phone. I went 3 months without being charged for the phone so I went back in to address the issue before having a huge bill dropped on me. They couldn’t find the issue on their end and said I had no payments that needed to be made so they put it under “paid off” and told me not to mention it to anyone and the situation will be slid under a rock. 6 months later I’ve got my braces and car I’m paying off now, so they decide to start emailing me bills, telling me that I’ve gotto start paying and that I should be lucky they aren’t back tracking my bills. From this day on I am getting a monthly bill of $867. TELSTRA IS DISGUSTING…. And that’s coming from a loyal member of 10 years. I was not offered any free upgrade or accessories for your guys mistakes… instead I get a “you’re lucky we’re not back tracking your bills” or “we’re going to black list you” and not to forget the “pay your bill and we’ll see what we can do but not promising you’ll get anything” Great job Telstra 🥴

Complaint. I have been attempting to discuss connectivity issues with Telstra and it kept getting cut off for two weeks. The service had been running on 3 G which made it nearly impossible to make phonecalls with lots of drop outs and inability to communicate with the other person and impossible to use the internet for most of the day. I complained to Telstra a few times and it took hours, mostly because of reception and then when Telstra liaised it was not timely. Sometimes Telstra took 15 - 20 mins before answering a single question and prolonged chats for 2 hours or more. It wasted my time. I asked several times for a case to be raised and they wouldn’t do it. They kept passing me to other people and wasting my time check the chat!! It’s still not resolved. Then I asked for credit for my trouble and they kept dipping and diving and not giving straight answers .I paid for a service I didn’t get and then Telstra robbed my time by fobbing me off. It’s very frustrating. You’d think they would want happy customers. The whole town of Kununurra is unhappy about the service. The least they could do is credit customers for this months service charge.

App needs to be scrapped. Absolutely worst app by far I have 2 pre paid services with Telstra and every time I update the app it deletes one of the services from the app and I have to spend hours setting up my other service in the app all over again. I tried to do it online thru a webpage but the Telstra website takes me straight back to the app with no possible work around. It also doesn’t automatically add my main phone service to the app. I then decided to delete and reinstall the app only to have it log me out with no way to log back in without having 2 different phone numbers from my main service one or my account number. Who keeps their account number anywhere these days. I’m honestly ready to switch to any other telco company because of how many times I’ve had to deal with this same issue, I did try not updating the app and somehow it updated 2 days ago without my input. Useless app not worth the pain. Not even worth one star.

My review. It’s hard to find the current bill,was trying to check if the bill is already paid in your system since my husband went to your shop to pay it in person coz last month you didn’t take the money for direct payment until it accumulated for 3 months, so I give my husband an authority to pay our bill, he paid that $1,249 something in person but it didn’t appear into the system, it’s hard to find to make sure that it’s been paid into your system, sorry but I don’t like your system plus you are very expensive expecting to have a better reception unfortunately sometimes doesn’t have nice reception so I’d rather change into Vodafone at least with my $30 credit it last for 1month coz they offered a better credit than yours,more than $400 per month for 2 cellphone that’s ridiculous,I’d rather buy the phone outright,coz there’s always catch with post paid,in Vodafone if we are a regular customer they offer a cheaper price,we’ve been in Telstra for how many years but your price still expensive, never again

App crashes when used overseas. I am overseas for the next 6 mths. I intended to use the app to manage my account whilst OS, including international roaming and the use of day passes. I have decided instead to just use sims from each individual country than rely on Telstra and this useless app. I have just updated and its even worse than before. Previous version at least allowed you to access you services even if it didn’t allow you to manage your bills! I thought the update would fix that, but no….it crashes when you even try to even view your services. As a years long customer, shareholder, and previous supporter of Telstra (which is now one of the most expensive services avalible) I am extremely disappointed by this level of service. I will be changing providers upon my return to Australia, and most likely selling my shares. If this is how a company performs I can’t see much future for them and certainly not increasing share value!

Great service Telstra chat/message. I think it is fair to say from my great service experience with Alejandro, on the Telstra chat/message service. I was querying an extra data charge, I had all the right information at hand, & received timely professional service, along with a fair resolution. I think it’s a case of being prepared, & utilising the most efficient form of technology to get the most timely & professional service level. Cut out the emotion side of it for a second, & get to the crux of the issue without judgement being clouded. I found the experience relatively painless, & thank the convenience of being able to control & monitor my account through the My Telstra app. I will note, I was taught well to remain calm & collected in negotiations & interactions, by the Australian Army. So I can honestly say I’ve found the Telstra staff in-person, & online extremely professional & fair. No I don’t or have ever worked for them, but they deserve credit where credit is due.

Not a happy customer. I am unsure why my bill was so high, when I didn’t pay on time because I didn’t receive a hard copy, as I have requested on 3 separate occasions, you cut off my service without bothering to notify me. After I paid this inordinate sum, I was advised I was then in credit, which to me suggests the original bill was incorrect. I then experienced the same treatment this last week, when you without notification cut if my service. As a long time client, I believe your system is seriously flawed You show no regards for your customer or the difficulty being cut off without notification causes. It’s never intended that I won’t pay my bill, but often your choice of communication results in my not seeing your email, this because it sometimes inexplicably goes straight to my junk file. I doubt my comments will be considered, as they have been ignored previously. I just thought I would try one more time in the hope somebody will understand my plight. I have now been charged a fee for late payment, which I feel is over the top considering what has transpired to date.

No update on SIM card. Ordered a SIM card online on the 20th April, money has been deducted from my bank account on the 21st April. It has been 5 business days and there is no confirmation email for the order at all. Tried to contact customer service and was directed to download this app. However need a phone number to register for an account. If I haven’t even got my SIM card, how am I suppose to input a phone number to register. Not happy at all. Assistance required Further to the original review, there is still no sight of SIM card or an order confirmation. What is worse is that I have recently moved, meaning the delivery address for my order is no longer valid. Called up and the guy on the phone helped me to set up a Telstra customer ID so that I can use the app to follow up my order. And guess what: customer ID was invalid...I don’t know what else to expect. It almost feel like the lockdown restriction would probably be removed before I can get my SIM card. Please kindly advise what can I do now...very disappointed

I want to like Telstra but you make it hard. I have been trying to get nbn installed. I was given an appointment date which I couldn’t do (with no consultation). I tried to use the self service functionality which didn’t work and got a “technical problems” message. So then I tried to speak to someone on the Silver customer chat functionality. Well what a disaster this is. It took me 3 days to change the appointment date. What seems to happen is that the person works on your query until they go home and then when you follow up, you get a new person who very nicely asks how they can help you. There does not seem to be any notes or any handover. Surely this is a basic process that would really enhance this process. Luckily I finally got someone good this morning who resolved my simple query quickly. I was about to walk away from telstra. I don’t mind that the chat service takes time - I understand the pressures of COVID. But I hate having to go over the same question over and over again. It should be a simple fix to what is currently a rubbish customer experience.

Telstra Needs investigation by all Telstra users. The new Groverment need to do royal commison or investigation in why we can't get service in regional areas I cannot believe that we have to pay for a service that isn't servicing Australia. Even if your paying for a PHONE PLAN. And if someone is to call you it's all from overseas that don't understand our real issues with chooks in the background and wind behind there ear piece. That's if you can even get someone to speak with Eg because they can't reach you in the regional area your complaining about in the first place. Or they drop out of service when they are trying to fix your service. Disgusting I have so much data that's be unable to be used because there Towers are so few and far behind the times . Why are people purchasing so many others items for better coverage? Because we don't get coverage without the extra purchases. It's disgusting that Australia in 2022 you can't get service, customer service, and have to messager service because you can't have Australia customer service. Even if you go into Telsta shops they can't sell you anything as it's all online, So Telstra what are you doing with all the monies millions of Australia's are paying for a SERVICE. South Africa and Bali have better coverage then Australia. Telstra needs to be accountable for not giving Australia's the service they are paying for.

Pro rata. Because you have taken pro rata away and are now only offering for week billing cycle’s instead of six week cycle. This is why I’m giving you 1 star Because of this, I will not be getting a PlayStation headphones iPad or any other form of accessory through you Yes I appreciate that you have a four week billing cycle. However, under the pro rata system used to have a four week billing cycle with a two week period period in order to pay it which meant that you had a six week time frame to pay your bill under the new system your billing cycle is four weeks only in other words you don’t get your bill generated on the fourth week and then have 14 days to pay it. You just must pay your bill on the fourth week. Which means that because you have reduced the amount of weeks that you are able to pay your billing I will no longer be able to buy an Xbox headphones or any other accessories through your company all I can afford is my phone and Internet because that is all I can pay in a four week cycle

My Telstra App. Impossible to find impossible to down load...6 days ....,.web searching, hours waiting to get thru to Telstra help, when I get thru I spend 7 hours texting with help line messaging call centre 5 different experts, 3rd day 60klm drive Telstra shop a living human expert has much trouble but eventually downloads it. I type my Telstra I.D but it doesn’t work...many attempts and a few holes punched in the wall later I give up having been well and truly telstra’d. Next 120klms to another Telstra shop another human expert and hour spent trying then says it won’t work on my phone. My phone 12.5.5 Telstra sites says works on my phone and 11 iOS and over! Broken again I give up. The real insult is Telstra adverts and robots telling me to get or/and use the new my Telstra app it’s so easy and convenient! Telstra is the most fraudulent useless criminal over priced and n most hated company in the world. If u have not abused by them them check the millions of complaints on the www. How do they get away with existing?

Customer Service Chat Function is Terrible. During Covid we are told by Telstra it is better to use the app and make requests via the Customer Service Chat option. I made a request via the chat tool, a day later someone responds to ask for my details, the app did not send me any push notifications that this occurred despite me allowing push notifications. I provide my details, nothing happens. Then I get asked the same question a day later asking for my account details and what would I like actioned. I answer again, wait a day. Back to the start again when someone jumps online again to action my request. It’s June 16, this loop has been repeating itself since June 11. Ironically my request is to cancel my business broadband and phone account because I am going to another provider due to moving office but have jumped off Telstra because their customer service is terrible. They seem to not be able to get anything done because none of their systems or departments seem to be linked in any meaningful way that actually helps their customers. They still function like a government owned entity and don’t realise they are a commercial organisation...I have had to also rectify so many billing errors over the years and those are the errors I found. How hard is it to get your customer service function on your app to actually work? At minimum ensure this works so people can action basic requests.

Disgusting poor customer service. I went into Telstra to renew my plan and upgrade. After choosing phone etc etc we started entering data. During this process I was loudly told that my credit rating had failed and that transaction could not be completed. This has never happened before and working in the industry I new that this was not correct. I insisted that this be re-tried using the supervisor. I was told that NO supervisor worked on a Saturday, Not true. I then insisted it be resolved. Funnily enough a supervisor then appeared. She then started questioning my insistence that there was a Telstra problem. I did not budge and insisted that they retry.I also insisted that she remained present. As it happens the retry went through without problem. The sooner staff stop acting like they are doing me a favour and take ownership of problems wearing the Telstra employee chloe. The only problem is Telstra now have another angry customer. The supervisor did not resolve this correctly and

Horrible!. Telstra operates as a monopoly- and is horrible. The worst company I’ve ever dealt with. They over-promise and under-deliver. It took six weeks and about 25 phone conversations just to get my telephone service moved to my new home, which was about 1 kilometre from my old home. You have to deal with one department for phone service and another for internet connection. But wait!!! That’s unless there’s NBN in your area, then Telstra tells you that there isn’t ANY internet available in your area!!!! So, while I was trying to buy a satellite dish, so I could send email, i discovered (completely by accident- and NOT through Telstra) that not only was the Internet available, but my neighbourhood was the only area in town connected with the NBN!!! So you then have to call yet another division of Telstra and get the NBN hooked up. But meanwhile, none of the other divisions EVEN know that the NBN office exists. Seriously bad. I once told Telstra that all new customers should be given a free angry management course. I stick by that recommendation.

Great app, but needs a few tweaks. I can’t put my finger on it, but the aesthetics need to be refreshed. It’s very business-y or corporate-y. I would love to see the app updated with some more fun and dynamicism. My second grief is with the Services tab. I have a lot of services with Telstra which is currently displayed in a long list. I would love to see the option for categories. For example, I go to Services and I can tap on Mobiles and I’ll get a list of mobile services, tap on Internet and I get a list of internet services etc. Even better would be the option to create groups. For example, I could create a group called Wife and add all my wife’s services to that group. It would also be great to pin services of my choice to the Home page. Speaking of the Services tab, I can order the list of services how I like. The problem is that the list never stays how I arrange it. Every time I go to the My Telstra app, the list is always out of order. This is very frustrating. I have more suggestions, but the abovementioned will do for now. Thank you.

Impossible to contact you. I’ve endeavoured to communicate with you recently about a couple of service issues. You are impossible to deal with, your real time text with an agent messaging system is absolute rubbish and the most frustrating system I’ve ever dealt with. I’m an unhappy customer and shareholder. Allan Williams 0418 *** 084. Hi Han I really did appreciate your personalised response to my complaint just now. For some reason though you or someone has sent me copies of dozens of on line complaints from dozens if not hundreds of disaffected customers. Hopefully someone has the guts to pass this diabolical feedback on to your must senior Telstra executives including your new CEO rather than sitting on it. It’s clear your app and online real time text with an operator system is absolute irredeemable garbage and should be scrapped without delay! In light of all the feedback I’ve now read, I’ve revised my rating down to one star from three!

Terrible since updates. Always had problems with this app, but the new updates over last few months have made it worse. Especially all the security checks. Everything is now in my husbands name as though this service on my phone is his, when I open my app, on my device, it greets him. To make it worse, everything on his phone is in my name. The app also has way too many notifications it’s ridiculous. We do not have a letterbox and no mail service at home due to living in a regional area. There is no postman to deliver. The app does not give postal address options to enter our PO Box and makes me enter the residential to verify my account. If this has updated everything with Telstra then anything Telstra try’s to send to us, will not arrive. I have deleted this app as it is no longer useful, super frustrating and wasting our time. No need to contact to discuss. Just fix the app…

Absolute trash. Just a sales app from Telstra. It’s clumsy and obviously must be of national or international security considering the number of times my user name, password and number of traffic lights have to be entered. The app is sitting on a password protected phone you pretentious woke clowns. Even my ANZ app has far less hurdles to jump through than your marketing tool. You really are a joke. So as there is no option to respond to you I’ll do it this way instead. It seems you getting very good at cut and pasting apologies and directing people back to the app or page that caused the problem in the first place to find a resolution. Maybe if you spent more time fixing rather than apologising for your incompetence you might be better off. Another interesting point is your complaint process. I’ve been directed to two different locations to make a formal complaint. One requires an account number which Telstra conveniently didn’t allocate and the other limits the number of words that can be used. Obviously Telstra suits have determined the best way to reduced complaints is not to improve service but just make the complaint process so difficult that people give up.

Frustrating app and service. I try hard to be positive, but my experience with this application and my attempts to contact Telstra to get it sorted have confirmed my decision to no longer be a shareholder. I simply wanted assistance to be able to access bills via the App. Calls lead to automated services that failed to help. I finally got to talk to a person, and as they said they would have to transfer me to another section I cried PLEASE NO. But they did, and it lead to a dead end that dropped out. I tried the chat option twice. On both occasions I was left waiting for a response that never came. These few short sentences don’t do justice to how much time I have wasted trying to make a simple communication with this company. I’m out, as both a customer and a shareholder. I’m embarrassed for Telstra. I try hard to support Australian business. But with all of the communication technologies at your disposal you seem to have lost sight of the human element to sincere, empathetic and timely communication.

TELSTRA = TERRIBLE. Was on the phone for 30 mins with a designated “business” consultant to port over another one of our numbers to telstra after submitting all our sensitive information I was assured that I would receive the new pre activated SIM card in the mail within 5-7 days, waited a week to week and a half yet nothing called telstra only to be diverted back to their terrible in app messaging, through that was told they have absolutely no record of the account number nor call log history and was unable to help any further all this to think that I was leaving another telco to show brand loyalty to them and 2 that I’m a “business” customer SHOCKING telstra doesn’t care about its customers they’ll just let you run around in circles over days to get a response from any in app support only to be let down in the end UPDATE - The very fact it took you in excess of 2 months to even respond to a review and in that a very generic one -shows just how uncommitted telstra is to help. Rubbish

Very poor. I was forced to change to direct debit to be able to receive help in-store. I was put on the spot, so I didn’t have the information for my normal direct debit card on hand at the time, and had to give details for the account I purchase food with. I tried to use the app when I got home and found the other card to change my direct debit details. The app goes into a circle after I try to enter my details and says ‘something went wrong’. It will not work. The help chat bot could not help... all it did was tell me HOW to change my details... well, I already know how! I said I was unsatisfied and left the conversation, only to be emailed with instructions on HOW to change my details... once again - it did not work! I replied back asking for Telstra to phone me about the issue, but apparently that is impossible for a telecommunications provider to do, seeing as it never happened. Now looking at what Vodaphone can offer.

Very disappointed with the customer service. I used to think TELSTRA was the best, until I went to my local TELSTRA shop to get an iPad Pro 12.9 inches. I had an awsome contract that allowed me to call all over the world unlimited, of course didn’t come cheap but my brothers are in South America. The woman that handle my contract that day, told me that I will get my iPad Pro in a weeks time which 4 weeks later I didn’t received. She made me change my plan, and persuade me to even get an iPhone 11 that I didn’t even need. So I lost my contract to call all over the world, and I never got my iPad Pro. On top of all this misinformation, I call Telstra because i received a text message saying that it will take longer to get the iPad Pro so I decided to call, and one useless woman that works for TELSTRA cancel my order when no one told her to do so, instead of helping me she put me in a worst situation😡 So as far as I am concern TELSTRA is the worst. OPTUS is way better, I went to an OPTUS shop, and the first thing that the guy did, was to check availability before he can even consider ordering anything something Telstra never did. If TELSTRA did what OPTUS did I will not be complaining and most of all is not way I was going to change my contract for nothing.

Absolute garbage. Doesn’t work for help. Telstra (a phone company!) trying to force people away from calling them direct by forcing multiple choices of recorded information hoping users will use the app.m. But it doesn’t work and is just meant to dissuade users from contacting them and accepting their garbage service. Don’t believe their marketing spin , try another telco. ANY other telco! Update: As I expected from Telstra a bot responded to my first complaint. Standard automated response same way as Telstra responds to almost all its complaints. Go on have a look at them, all pretty much the same “We’re sorry blah blah blah here’s another link so we don’t have to talk to you or pay any attention to your issue.” Pity you can’t leave a score less than zero stars to reduce their average. Note the vast majority of scores more than one star relate to individuals within Telstra shops. Real people apparently give better service! Who would have thought????? Changed my broadband to Aussie Broadband 2 years ago and should have done it sooner. Brilliant service, I wish they did mobiles too. Misplaced loyalty kept me at Telstra. Like I said…Try another telco. Any telco has to be better than Telstra. It’s inconceivable any could be worse.

Questions. My ‘new’ plan was to ‘change’ the old to the new with all the existing personal information: Email address, email statements, direct debit. Why has this not happened? My first contract was to provide Telstra nbn in January, contract 5/1 21. It has been an absolute disaster since then. Boxes delivered to wrong address. Endless phone calls followed from ‘Telstra’ accusing me of ‘ what did I do to the box?’ Continued for about 2 weeks. Another set of 2 boxes took over a month to deliver and then told me they were the wrong ones because I had cable. They knew I had cable from the beginning 5/1/21. Then they cut my cable off and I had no internet for over a week. I was bullied to agree to a new plan and promised I would have the internet in an hour. Total lies. I had to go into work during the lockdown because I had no internet and needed it for work. I was then told I had to pay an extra $100 as the connection missed the cut off time. ???. From the 5th January?? I have always used Telstra. I have been treated very badly and I am yet to be contacted to advise when the connection will be made at the cost of $240. This email arrives as if I am a new connection when I have been a customer for 20 years. I am not happy. How are you going to fix this?

Laurence Geraghty. Our company spend $650 every month with Telstra Our residence/ home office is not on NBN the service is unavailable, we were told at the Telstra store it was 6 months before NBN would reach us. This happened in 2018. Then after several mishaps telstra reps recommended we connect a landline and use ADSL , two months later the line was activated ADSL connected and it failed to operate. I spoke to Telstra business reps who explained the ADSL would never work in our area so I had it disconnected along with the land line. Telstra had in the interim invoiced us $410 for the line and ADSL service , unfortunately my daughter was so fearful that Telstra would disconnect the business account that she paid $410. I have registered an online complaint , no action from Telstra, my business account manager from Telstra says they cant do anything to assist me, they did sell me extra mobile data to cover our usage in the absence of any other options. Telstra stores wont help us they refer us to the Telstra app. Ringing a fault line connects us to the Phillipines call centre which is a total mind bomb and gets nothing resolved. Thats it folks Telstra have our money, we don't have a service and there is no response from this giant telco who claim to partner us Half a star would be too generous

Worst chat experience ever. Inspite of the negative reviews don’t see a Telstra doing anything to fix any issues. I raised a service request through the chat option. The account manager emailed me to reply with my date of birth so that the issue can be resolved quickly. When I did not receive any response I tried to contact them again through the support chat. Please note we are not able to contact them by phone anymore. The response I received was that since it is assigned to an account manager he will call me the next day at my convenience. There was no call the next day. I tried to contact them on the chat again but I was not able to send any messages using this option from my iPhone. So I tried chatting using my iPad. They took ages to look into the issue and still no resolution. They asked for my mobile number before they exited the chat. Now I replied with my mobile number and again the message failed to send. So here I am with my issue unresolved and no way to contact them. Why have this technology when you cannot support it or fix technical issues. I think it is time to explore other service providers after more than 10 years and also being a Gold member. No point in paying top dollars for such frustrating customer service.

D Lu - no reply from Telstra. I have had constant problems with my service - the internet was dropping out consistently and there was little Telstra did to help - until finally they said it was an NBN issue and they would send someone from there to help - he came promptly checked the NBN and said no problems there - he then checked the Telstra plug in the wall - It wasn’t working properly and he changed over the plug for me - 1st problem fixed ( by NBN provider no Telstra) My question is - why didn’t Telstra send some one out - we have had the same cord here for 33 years and not once in those 33 years did someone come out to check the hardware. I have contacted Telstra and have been waiting for over a month for a supervisor to call - I was offered $100 credit for my trouble But only received $60 - no follow up what so ever - they keep charging me $15 ($45 total now) for late payment fees while I’m waiting to resolve the issues. Hopefully someone may read this and get back to me who knows?????

Well that was disappointing Telstra. Is it just is the app or really poor records management systems....... I said fine it’s not a perfect world cause you can’t manage to maintain my current details or connected services every time I use your apps..... you manage to get it right to send me my bill easy enough using my current email... so agin I updated it....but did you really just make an app to force me to use your direct debit system???? I can’t get my account or contract info or participate in your offers cause you want access to my bank or credit cards?? You get paid when I have the money and you always get paid in advance ..... why should I give you access to my accounts??? you can’t manage to keep your system accurate enough remember my personal details or be able to show me my contract details..... I’m not sure that you’re safe with access to my bank account..... but hey you show me you can make an app functional and I’ll think about it....

Telstra lack of pro activity. Yes I like my Telstra and I like Telstra’s service- but I don’t like the commercial arrangements. What prompted me to use the site this Sunday was a message we are nearly out of data, having used 31GB on our 32GB plan shared across the 3 phones and going over the 32 would incur charges. I had a look we have 3 mobiles on the account $59 per month and all on contracts that expired over 2 years ago- so fully owned - and I discover I can simply upgrade the plan on each to a $55 plan and get 40GB included. I’m going to do this but why does it have to come to a “crisis” for me to have to look? Telstra has NEVER sent me any communication saying there is a cheaper plan that might suit my family usage better just gone on charging as much as they can. This is not the behaviour or a responsibile service provider who considers itself the technology and market leader.

It sorta works, sometimes.. Great idea, but. It’s convenient tool to access all your Telstra assets, but each area is missing or fails at part of its role. Support chat started out well, but after a few days it started losing previous conversations, then eventually it lost everything. The support agents had no idea what previous contact was about, and after a few weeks chasing a result, I was totally sick of re-explaining the problem to them. There’s no way to download, copy or email a transcript- so it’s gone, gone, gone. I was prepared to let them off with COVID reasons, but my partner is a teacher giving video classes online - no good with a 5/1 backup link. That came good after three weeks - now 20/5, but still only a fraction of our 50/20 package, and I can’t work remotely at all, because I use an IPsec VPN interstate, and would drag bandwidth away from the teaching. So pretty much dead in the water. I raised a TIO complaint - hoping that may push them a bit. That has a few days to its threshold- then let’s see. I’m hesitant to contact ‘yet another agent’ that has no idea what I’m talking about... The other app sections are much simpler, and seem ok, but time will tell.

Awful customer service — over promise no deliver. I have been patiently attempting to resolve an address change on an order made — it’s been a month and still nothing. It was stated in my first conversation with the representative that my concern was resolved with the necessary changes. I then receive a confirmation email and the address is the same. I ask in the chat why my address has not changed when I was told it was resolved. I get an answer of stating sorry but it was changed. I am then told my order was cancelled. I proceed to ask a few questions, no response. Someone new is now handling the conversation because the other person changed shifts. I have to repeat all the information once again. This representative confirms the address is not changed and they can change the order address for me. But I thought it was cancelled? Is it cancelled? I’m I getting the product a patiently waited for? I go through the same conversations with 5 representatives in total. At the end I ask for a call to speak to someone — mind you there is no number for a paying member to call— they say yes it’s possible but it will take 48hrs or they can resolve this in 2 hours over chat. 55 hours late no call, same one else “looking into”the matter. If didn’t have to pay outright for my phone I’d cancel my Telstra account and go somewhere else. customer service is beyond terrible.

Goodbye Telstra -5 star review. Been waiting 2 weeks for a new modem as the one we have has stopped working, after now spending in total 8hrs messaging back and forth and a 1hr wait on the phone to speak with someone, to only be told my modem is on back order, first I was told 3-5 business days, 5th day after I had to contact Telstra I was told it’s ok it will be delivered within 3-5 business days, now 10 business days in and 2 weekends I reached out again only to now be told your order is on back order and once stock arrives you will be emailed 🤬🤬🤬. I have had to take leave from work as I have to work from home but without internet I cannot work. Thank you Telstra you have destroyed all and any credibility from me your customer. After 10years of being your customer you will now lose me. Starlink will now be getting a new customer. Warning to anyone thinking of using Telstra stay away. This is a telephone company that do not want to speak to there customers on the phone and make it near impossible to reach them by phone, they want you to text a computer and then speak to someone based overseas.

Typical Telstra - supposedly high tech co with low low tech. This a Typical Telstra. A company that aspires to be high tech and comes up with a poor solution. - The app, among other things, tries to provide a communication tool that does away with human interaction. It does so very poorly, - can’t use the help/communication tool over multiple devices such as iPad and iPhones. The chat history only shows up on the device you commence a chat from. - If you use iOS default cloud backup settings and let it backup the Telstra App and it’s data, it uses the most data of any of my non APPLE apps by a country mile. I’m my case it wants to use 600MB of data. Multiply that over 4 devices, and that’s near 2GB of iCloud storage right there. Unacceptable, especially when you consider the next closest app in terms of backup data only uses 100MB, and even that a unacceptable. The rest of my apps combined only use 200MB of iCloud data to backup. Needless to say, the Telstra app and it’s data is so unimportant that it doesn’t get backed up. - I could go on, but this app and Telstra in general has taken up enough of my time and energy, and I won’t devote more energy to this. Telstra developers and managers need to do the job they are being paid for, I won’t be doing it for them.

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Data metering doesn't work. At least 50% of the time the data usage function doesn't work.

Terrible service. Trying to cancel my service via the app for months and still getting bills. Cannot get help and no obvious path in app to cancel service.

Travelling to Australia don’t use Telstra. We are visiting Australia from Canada my husband and I went into store got two sims for our phone so we could communicate. Mine got activated in an hour my husband still does not have his now two days later! We went into store said in it can take 4 days! Really? This is so not convenient and our days passing we will be out of your country by the time it’s activated. Yes as you can tell so totally unhappy 🤬

Mobile service. Visited Australia for 5 months - Nov 9 till Mar 26th A total of 5 months which we paid for No plans to visit again- lease cancel our agreement I phoned your office in Toowoomba where we stay gender up and they told us it had to go to main office. I haven’t had any luck with speaking to someone. Very frustrating. Please stop Sending us bills via our email Beryl Paton We are all paid up.

Customer Service?. Your slogan should be - best coverage, worst customer service.

Terrible app. Family ani I bought Prepaid cards. Failed multiple times trying to activate all of them. Only robot chat support, which is useless. Wants our passport numbers. As if!

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