Telstra Reviews 2,826

Struggling with paying my home internet bill due to an unexpected change in family circumstances. Telstra offered me a program that essentially offers 3 months of free internet by putting a hold on collections/billing, until I am out of financial hardship. They are helping people in bushfire areas, family violence, financial hardship, and so much more, to stay connected without having to struggle to make ends meet. They are doing fantastic humanitarian work to help people in need. I am so grateful for their help and support, and just wanted to share this information to those in need. Thank you Telstra. People focus on the negative, but your compassion and kindness and generosity have been greatly appreciated in my experience.

You would think being one of the most expensive networks they might also be the best, when I see them advertise speeds of 100mbps I simply choke, my speed test 2 minutes ago 5.89/10.89 mbps my current reception, ONE/NO BARS, 3 YRS living in 3 Different suburbs and apparently its my fault I live in a black spot area and need to buy a plug in antenna for my phone.
And the techs all live in another country, but they can read enough English to parrot
The reset your phone handbook thats if when they call you they dont get distracted and start having conversations with other ppl in the room leaving you to wonder if they are ever actually going to talk on the phone.
Local operators have given me several one month refunds. But the shitty service I'm stuck with.

Pretty simple, most expensive and least effective (slowest) provider (I've tried them all), it is like going 10 years back in the past in term of internet quality. No more ways to contact anyone human when you have a problem, let's not talk about the physical shops telling you straight up you need to book an appointment and there is 2 months wait... Absolute disgrace of a phone provider...

Ruchita from the customer service team was so informative, understanding and patient. We must have spent a couple hours over messages trying to figure out how to connect my NBN and Ruchita helped me every step of the way. Super clear on instructions and advice and very polite.

Telstra lies to it's customers. They advertise the Pixel watch 4 LTE moonstone on backorder due for delivery within a week. I've been waiting over 2 weeks. I contacted them and went into a store and they actually have no idea when the item will be available. They wanted me to cancel my order to sell me last year's model instead

On 19th November,2025 Both my phones Internet my landline and my Mobile went dead. I panicked and as I have a walker as quick as I could went to a neighbour and borrowed her Mobile to to ring Telstra. I explained the situation to a very helpful young man called Jason Bouch Case NO.INC40510621 who organised a Emergency landline phone within the hour it was connected which I was so grateful for as my G.P. was due to ring me for a phone consult at 10.30 as I was not well that day due to my ongoing health problems. Then Two gentlemen Warren and Kevin arrived Case No. 121244576 and spent nearly 6 hours trying to find the problem. As it turned out they tried a new modem which was faulty and got another one which connected quite quickly. They contacted NBN who made an appointment to come the next day at 7am.to check their line which was part of the problem as well. Jason was trying to contact me while Warren and Kevin who said to me "that they we are not leaving until we fix your problem" were trying to fix the problem by phone and email and was very worried about me but couldn't get through.He finally got through. I cannot thank your fantastic caring staff enough. I have been telling everyone what fantastic caring service and comfort I received from Telstra. Thank you Thank You . I would also appreciate it if you would recognize these 3 Angels that helped me in my hours of need. I am sorry I have not written this review sooner as I have had heart and back procedures since then.

Telstra is by far the worst isp I have ever seen. Sub standard internet at top dollar. Customer service is utterly terrible. I've had more issues with telstra in one year than I have had with several other isp's in the last 20 years. They prey on less tech savy people, weaponise customer loyalty and remote coverage. There are plenty of other alternatives and I highly recommend you look into them and avoid telstra.

Dishonest, cut off business phone and internet without warning and refuse to acknowledge or reconnect it so that they could maximise profits.

Wanted to change from Telstra to another provider and encountered difficulties in doing so. Was told by one outlet that I would lose my mobile phone number and email address. I found their attitude rude and intimidating. Both reps I spoke to at the Ballarat stores were Pakistanis. I then went to the Telstra store in Bendigo and when I mentioned that I wanted to close my account, the staff member immediately changed his attitude, was cold and disdainful, saying I would have to wait over 5 hours till someone could help me. Never, ever again.

Telstra as you know supposedly upgraded everyone’s internet speeds. Yeah, right. Brand new, latest teltra modem. Direct optic fibre to the house & the best they can do is 10mbps download. Good job.
When I call support, I’m greeted by someone whose english is so broken I had to keep repeating myself & getting them to also repeat themselves just so we could understand each other. Top notch service that is.
The outcome was this, telstra has the audacity to say “we’ll send out a technician but it will cost “me” over $180 for him to turn up”.
So let me get this straight. Telstra net is broken. It’s your infrastructure, yet you have the gall to want me to pay for “your” technician to fix “your” internet problems, good con job.
Conclusion. Not paying your tech to fix your problems. Have had crappy internet since the internet started so I’m happy to sit on my crappy net as is because to me there is no change. In all likelihood I’ll be searching for a new provider

eSIM constantly failing on new iphone. Attended Telstra flagship store in Bourke St Melbourne. Agent took phone and without turning off went to get a SIM. Installed and proceeded to access the Telstra mobiles account ... handed back phone said all was good.

Not so, after a while I needed to use the phone - NO signal or access to mobile service.

Travelled back to country Victoria without mobile communication.

Next day Sunday went to apple in Melbourne, they diagnosed issue eSIM had NOT been deactivated and SIM was not activated.- telstra shop in Highpoint fixed that.

Memo to Telstra - TRAIN your customer facing agents as poor performance reflects your failing reputation

My experience went to the shop to see about a replacement router with a nerve pinching in my back. I was told I wasn’t allowed to sit on the seat in the shop and wait cause it was trespassing after paying this company for the last eight years $233 a month to have my basic phone plan they basically ripped me off and got me out of the shop

Extremely Disappointing Experience with Telstra

Telstra may be Australia’s biggest telecom company by name, but in my experience, their service has been the worst.

After applying for a new internet connection, nothing was installed. When I called customer support, I was shocked to be told that they could not even find my order and asked me to apply again. After going through the entire process a second time along with unnecessary stress I was given a two-week wait time, informed that a technician would attend, and charged $500 for the installation.

I agreed. The technician came and completed the physical connection, but the internet never worked. When I contacted Telstra again, I received another unbelievable response: they could not find my connection in their system at all.

This level of incompetence is unacceptable for a company that claims to be Australia’s best telecom provider. The entire process was disorganised, time wasting, and incredibly frustrating.

To make matters worse, my neighbour applied for an internet connection with Superloop and had a fully working service within one week with no drama.

Based on my experience, I would strongly advise others to think twice before choosing Telstra.

Telstra need to stop harrassing their customers about when their mobile data is going to expire and when to recharge. I am sometimes receiving 5 text messages a day sometimes 2 within the hour about my recharge. I charge my phone on prepay when i charge it. I dont need you harassing me and encouraging me to insistently charge my phone data. Me getting 5 messages a day is not going to make me charge my phone any faster or any more expensively.

On Tuesday I reported someone had used my details to top up their account and I had been charged. I also told them that the same person had used my details to top up with AMAYSIM. I had to stop my card and wait for a new one. I know who this is and why they are doing it. AMAYSIM did after two days inform me of the last 5 digits of their phone number in addition to assuring me they had cancelled their service. They even sent me an email confirming it. Telstra after 5 days and constant phone calls from me will now progress it., I don’t actually believe they will. Cyber crime does not concern them and I am disgusted so I will now think about changing providers.

A person with these last 5 digits of phone number : 82447 is using this to top up their account.
As St George, Telstra and e Commissioner leaves our problems to us, maybe someone out there can locate this disgusting thief.

I know optus are getting a lot of heat for their recent 000 network issues, but if I was involved in an accident, become critically injured, was in insufferable pain and could not get assistance because 000 was down - I would still see that as a better outcome than having to deal with Telstra customer service again.

For the past three weeks i’ve been trying to get an NTD box replacement for my high speed internet FTTP service. This was recommended to me by an NBN technician who was at my premise when I was with a prior internet service provider and was having issues with my current, older NTD. He said call my ISP and they can organise a box upgrade with NBN.

So I left my old provider, joined Telstra because they had an attractive Black Friday deal, and put in a request to get an NTD box upgrade because I was still having issues with mine. Since I have put that request in, I have spoken to 21 different people (over MyTelstra app, over phone and in store) totalling ~19 hrs 50min of lost time ($2,875 of my consulting income). After multiple cancelled nbn appointments, cancelled case tickets, multiple explanations of the problems to different people, nothing has been resolved. (Detailed additional information including timeline, customer support staff and issues has been provided to telstra)
I write this at 7:18am when telstra said they were going to call at 6:00am (Perth time - INC40818523). I can not stress this enough, do not go with Telstra if you are looking for people who want to help you with your service.

Not satisfied with Telstra’s internet and billing service, The customer is considering switching providers due to unhelpful staff.

As a Telstra customer for nearly 20 years, I was very disappointed today that Stockland Green Hills (East Maitland) would not do a data transfer from my old phone to my new. Chap at the door even admitted that it was a simple straightforward procedure (which I know it is) but that 'his technicians' could not do it as I hadn't bought the new phone there.
He then proceeded to give me a long spiel about the great service they offer to customers who buy their phones from them, which really was of no interest to me at all.
Never mind, I took my business to one of the independent phone shops at Stockland & they did the data transfer for me pleasantly and efficiently. Support your local small businesses!

Spoke with a rep on the Telstra app on Monday about my internet and fetch tv service not working. They lodged a complaint on my behalf, stating I would hear from the complaints department in 24-48 hours. Nothing. I contact them after the 2nd business day, only to told my complaint was not allocated to a Case Manager, and they will try and escalate it tomorrow. Moving into day 3 with no internet or television at home despite paying $150/mth for the 2 bricks they call a modem and fetch box

If I could rate lower than 1, I would. Telstra is so useless and would do anything but try to help you. Unless you have over 500 or more dropouts a day, they could call fewer. Don't even get me started with the people at the call centre, because not one of them is able to help and starts lying to my face that there is no problem with the net. How many times must I have to call to tell you to send a technician out, and when I finally get one, Telstra decides to cancel???? Now Telstra wants their new modem they sent out back, which is what was supposed to fix our net (it did not). Telstra is one of the largest telecommunications companies, and they are so useless and petty that they want me to send their new modem back to them for what? It was never requested. Telstra is a good company until something goes wrong, and they are like "f-you". Do something, Telstra. Get better.