Telstra Customer Service Issues

On the 25th of November [redacted], I signed up for a Go Mobile Plan for $70 while upgrading my mobile phone ([redacted] [redacted] [redacted]) to an iPhone 6S. The Telstra representative, Sibel, mentioned special deals that included getting accessories for the iPhone 6S at no extra cost, so I chose a cover that could store credit cards. They also offered a reduced price for buying another Apple device, leading me to purchase a Mini iPad in preparation for an upcoming trip. Despite my repeated inquiries, I was assured by the rep that there would be no additional charges aside from upgrading my plan to $70. Upon receiving my recent Telstra invoice for Account no. 2[redacted]1 [redacted], I noticed unexpected charges for an accessory repayment and a data share SIM plan for the Mini iPad. After discussing this with another Telstra representative, it was revealed that the monthly fees were indeed applied, which I was not informed about. We are now looking to return these items due to this misinformation. We seek guidance on the return process and request the removal of unauthorized monthly plans and fees promptly. We appreciate your prompt attention to this matter. Thank you. -Kathryn and Phil L.

I recently switched from a pre-paid account to a plan and have since received two monthly bills. I have not paid them yet because I had a significant amount of credit left on my pre-paid account, which I expected to be used before any further charges applied. Unfortunately, it was not made clear to me that I would lose the remaining credit on my pre-paid account when I switched to a plan. If I had known this, I would have used up the credit before making the change. I am requesting a refund of the remaining pre-paid credit before settling my monthly bills on the new plan. If a refund is not issued, I will seek assistance from the ombudsman and the department of consumer affairs. Thank you.

I called on 26th September to cancel my dad's landline service because he prefers not to switch to NBN. I mentioned that his landline might have been affected by recent yard work. The representative mentioned NBN was in progress due to the lack of connection. We agreed to continue if there were no repair charges. A technician was scheduled for installation on the long weekend, but no one arrived. Now, we prefer to cancel the landline entirely. The account is under my name, Jennifer W., at 14 May St, Cardiff, with the number [redacted]. Additionally, I ordered an iPad under my name, but it was listed under Holly W. I would like to know the outstanding balance for [redacted] to settle it, even though there has been no connection. Thank you.

I am a customer of Telstra NBN, and I have been experiencing issues with my Smart Modem switching over to the mobile network and then back to Home Broadband. As a result, my Plex streaming system, which I use on multiple TVs, is not functioning properly. This switching process has disrupted my connection to the router, affecting my $[redacted] investment in the Plex system that worked flawlessly before. I request assistance to resolve this issue as it has been working well for five years prior to these recent disruptions. My name is J.R. Rice, located at 11 Chelsea Court, Harrington Park NSW [redacted], with Account no: [redacted]. I have been a loyal Telstra customer for 22 years and hope to receive support in fixing this situation. Thank you, Ron.

We have been without internet service since December 22nd. We filed a complaint with NBN on December 24th, and they determined it was a phone line issue, which falls under Telstra's responsibility. A technician was scheduled to visit this morning, December 28th, but as of 1:30 pm, no one has arrived or contacted us. We had to cancel our holiday plans to be present for this visit, so we hope to receive an update soon. Our non-working number is 03 [redacted]2. Feel free to reach us at [redacted] [redacted] [redacted]. Please provide the status promptly, so we can adjust our travel arrangements accordingly. Thank you, Paul D. and Catherine M.

Since January 8th, [redacted], I have been trying to get a landline connected at 11 Stony Creek- Dollar Road, Stony Creek, Vic [redacted]. Despite making multiple phone calls, like on [redacted], I have not had any success. I was initially charged $[redacted] for Telstra home phone local & service connection, and later received a $40 bill for calls I have not made due to the lack of connection. Each time I call, I have to repeat the same information to different departments, leading me nowhere. Despite promises of callbacks that never happen, I have not been able to schedule a technician to come out. If this issue is not resolved promptly, I will escalate it to the Ombudsman's office.

Good morning, I would like to cancel account number 2[redacted]5 [redacted] associated with phone number [redacted] under the name Susan L Hayes at 1 Aspen Grove, Ballajura, [redacted]. My date of birth is 25/02/[redacted]. I have noticed that my account is overdue despite regular bi-weekly direct debits being made. I have not been using the service and feel like I am being charged unfairly for unused services. As I believe my contract has ended after over two years, I wish to settle any outstanding amounts promptly. Kindly send the final bill to my email [redacted] I had considered switching my mobile service to Telstra but after this experience, I am reconsidering. I am disappointed with Telstra's handling of my account and do not plan on returning as a customer. Thank you, Sue Hayes.

Our NBN contract was $[redacted] per month and expired in January [redacted]. Telstra changed their plan to $90 in February [redacted] but continued to charge us at $[redacted] until November [redacted]. Contacted them via 24/7 chat, but they were unhelpful, implying it was our fault for not knowing about the change. After calling, they agreed to refund $49, but we were overcharged by $[redacted]! I've switched to the $90 plan now, but haven't informed my husband yet. Dealing with their overseas call center has been frustrating due to language barriers. I urge Telstra to credit me the $[redacted] as it's a significant amount for me. They never notified me of the price change and expected me to have seen their marketing news. If I missed it, why didn't they check? I only found out about the price difference from a friend and felt exploited and humiliated. I need to find Telstra's Australian contact details to speak to someone more helpful than their call center. Thank you, Sally Ann Lowndes.

I recently got a notification about my overdue telephone account. I can't remember receiving any bill since the one I paid in October. I have been dealing with issues for months regarding switching my mobile service to Telstra, and it took five visits to the Telstra shop to resolve it. I am unsure about the date when charges for my mobile started and I haven't received the last few bills.

Since noon today, my phone has not been receiving messages or calls from my partner, friends, or business contacts. Despite having full network signal and being beside me charging, my phone keeps redirecting me every 2-3 minutes to a Bitcoin or Telstra prize website. This redirection issue has been occurring simultaneously with me not being able to receive calls, causing significant distress to both me and my partner for the past 6 hours. I have tried restarting my phone and clearing the cache partition, but the problem persists. The constant redirections have been disruptive and concerning, and I need assistance to resolve this issue. The URL in question is: [redacted]. I am hoping for a solution to stop these interruptions and perhaps some extra data compensation to make up for the inconvenience caused to my partner and me. Thank you for your help.

I canceled all my Telstra plans months ago via LiveChat. However, about a month ago, I discovered that one plan was still active. I promptly canceled it again using LiveChat. Today, I received a billing email regarding that same account which is still active. I've been trying to contact a human through LiveChat, but I'm only encountering bots. The email from Telstra mentioned, "We wanted to inform you that your direct debit payment for account number: [redacted][redacted] was unsuccessful."

I needed a replacement Smart Modem, but due to an address problem, StarTrack couldn't deliver it without an address check from Telstra. I spent hours on hold with tech support but never got through. Bought another modem, and the online light is stuck orange. The Strathpine Telstra store suggested I may need to configure the new modem as I bought it outright. They advised calling the Platinum support center, but after waiting for hours, still no help. It's been 2 weeks without internet, and for an elderly person not confident with technology, this is extremely stressful and frustrating. In these challenging times, any assistance would be greatly appreciated in resolving this issue.

Upon submitting a complaint form, I encountered an error message that prompted me to try again. My issues are three-fold. Firstly, I struggled to find a suitable heading on the website to address my concerns. The wait time for assistance exceeded the initial estimate, leading me to end the call. Additionally, attempts to resolve issues through automated diagnosis led to an inactive session and challenges in reaching a consultant. Secondly, my internet, ADSL landline, and mobile phone connections are unreliable, frequently disconnecting or failing to function properly. Lastly, my Aldi sim card on the Telstra network continues to pose problems with missed calls, delayed messages, and email failures. Despite prompt bill payments, the service received does not align with my expectations. I urge the company to investigate and rectify these issues promptly, or alternatively, release me from the contract. Thank you, Aditya van der Meulen.

I have encountered multiple ongoing issues regarding my communication services. Initially, I struggled to find a suitable category on your website to address my concerns and faced extended wait times when attempting to seek assistance over the phone. The automatic diagnosis process also proved unhelpful as it led me back to the same unresponsive helpline. Moreover, both my internet and landline connections frequently drop, affecting my ability to browse, stream content, or make reliable calls. Similarly, my mobile service experiences interruptions, leading to missed calls, delayed text messages, and sporadic network availability for calls and emails. Despite utilizing an Aldi sim card known for extensive coverage, these problems persist, causing significant frustration considering I fulfill my payment obligations promptly. I request a prompt investigation into these recurring issues and urge for improved service delivery or the option to terminate my contract if these concerns persist unresolved.

I recently resigned with Telstra (with hesitation), and my main issue is with my Telstra Email Account. Every time I log in, it prompts me to enter my User Name and Password on a drop-down. Despite trying my password and ones provided by Telstra, the drop-down reappears shortly after. I didn't receive any emails at "[redacted]" from April 17, [redacted], until mid-July. Even after renewing my account with Telstra and connecting to the NBN, I have not received any emails since July 14 at the same address. I've attempted to fix this online, but Telstra sends me emails, not understanding that I cannot receive them. The Telstra email was our most used address, but it seems like I may have to change it. I have an appointment with Telstra tomorrow to close my accounts. Thankfully, my personal email and phone are with another provider.

Reference number P[redacted][redacted] was opened early September. I am experiencing an ongoing unresolved issue with Telstra regarding unauthorised debits for 3 prepaid mobile phones. Despite extended discussions with Telstra, no follow-up as promised has been received. An invoice recently received shows a charge of $23.65 for 3 mobile services never requested, while our current mobile services are with Optus. Despite your request for feedback on handling, I am not satisfied with the response. Concerns about the security of our details have arisen. My next step will be to contact the ombudsman for further assistance. Furthermore, changing our service provider is being considered at this point.

Hello, I am Mr. Alojz Z., born on November 9, [redacted]. I asked for help from my friend's daughter, Anna N., to assist me with my phone issues. Being 81 years old with medical problems, I only have a prepaid mobile with the number 0437XXXXXX. Anna here - I spoke to a Telstra representative to set up a landline for Mr. Z. We were given the new phone number 03 9[redacted] for his address at 1/85 William St, St. Albans, Vic [redacted]. We were informed that Mr. Z. just needed to buy a landline phone to connect, and the set up would take approximately 1 week. However, it has now been nearly a month, and Mr. Z. still cannot use the landline. I tried to resolve this issue about two weeks ago via live chat with Support. I informed the support agent about Mr. Z.'s urgent need for the landline due to his age and medical condition. I was assured they would contact him directly, but so far, there has been no update. Mr. Z. is eager to have his phone connected as he lives alone. Please, could you contact him to address this problem? Thank you, Anna. P.S. I've shared my email, but Mr. Z. does not have tech knowledge to read text messages or access the internet, so a call to his mobile is preferred.

Mr. Domenico Paul Staltare 20 Meakin Street Griffith NSW [redacted] Account Number: [redacted] Hello, I would like to inquire about the process of adding my wife's name to our account so she can also make inquiries. Additionally, could you clarify the start date of our plan with the iPhone Watch and provide information on the remaining warranty period? If the product is still under warranty, kindly advise on whether to contact Telstra or Apple for further assistance. Please send the response to both my personal and work email addresses. Thank you.

I have been experiencing poor internet connection for several months, resulting in frequent dropouts during Zoom and Skype calls. Despite being promised NBN activation within two days back in November/December, it never occurred. We were informed of an issue with the NBN switch but received no further explanation. As a result, our account is now two months overdue because we are not receiving the service we are paying for. I have not received a response to my previous message to Telstra. I am requesting that the charges for the last two months be waived due to the ongoing issues. Additionally, I would like to inquire about the availability of NBN in Upper Houseshoe Creek near Kyogle. Thank you. - Mark Pytellek

In late December, we experienced slow internet due to work in our area. I sought assistance from the Telstra shop and managed to use wifi temporarily. Upon our return from the Kimberley's on January 21st, we received an email about our mobile internet connection being slowed because the smart modem was still connected to it. While we were away, the power was disconnected for new poles near our house, causing our NBN box to malfunction. I obtained a new one from the Telstra shop, and now all lights indicate that it is working properly. All our connections seem fine, but we would appreciate it if our internet speed could be restored promptly. Please assist in arranging for this to be done at your earliest convenience.