I rarely write reviews, but this time I genuinely wanted to say thank you. I was going through a very difficult period in my personal life and, on top of that, my old phone was badly damaged and I urgently needed to replace it.What could have been a stressful and frustrating experience became completely different because of the people who helped me at Telstra. I was treated with patience, kindness, respect and professionalism from beginning to end. When there were technical issues with my order and credit assessment, the team did not simply give me a generic answer — they took the time to understand my situation, update my details, explain what was happening and make sure everything was properly documented.I would especially like to thank Dee from the Privacy and Safety team. The way she communicated with me was incredibly respectful, calm and compassionate. She made me feel that I was speaking with a human being who genuinely cared, not just a customer service representative following a script.My new phone is now on its way to me, but what I will remember most is not the phone itself — it is how I was treated during a difficult moment in my life. Good customer service solves a problem. Exceptional customer service can make someone feel supported and respected when they really need it.Thank you, Telstra, and especially Dee and everyone who helped me. Your kindness meant much more to me than you probably realise.

Five years ago I changed back to Telstra. The quality of coverage was so much better and internet so much quicker. Disturbingly Optus still had my license details and managed to pass them on to the hacker from the security breach a few years ago. Not really what you expect from a multinational internet provider. Much happier with Telstra. A bit more expensive but reliable and much faster with vastly better coverage and superior security so far..! Unfortunately I watched the delivery truck pass where I live and not 🛑stop. The driver said he left a note of delivery in the letterbox. There is nothing in there. I was home and waiting for the arrival of the parcel. I wonder if it’s StarTrack policy to keep on driving when there may be difficulty with finding a car park? Unfortunately I can’t go and pick up the parcel as the driver didn’t leave a notification of delivery attempt. It’s really frustrating to have to deal with this as I am on a disability pension and have difficulty walking. Fortunately the Customer Service Representative at PO was happy to accept my Drivers Licence and one of the residents was happy to give me a lift to pick up the article. Hopefully this is a one off and doesn’t become the norm. The article is a Telstra M6 Nighthawk Mobile Modem and is working extremely well. Eventually I’ll work k out it’s full functionality! Cheers Leo Damnics

For about year now I have had dreadful trouble paying my Telstra account. I have had my phone cut off three times. I am not a person that doesn’t pay my bills, there has been money in the account to pay it yet. I keep getting failed payment messages constantly. I have returned to the good guys where the plan was taken out to double check where it was going wrong, they assured me it had the right account details yet since then it still failing my account payments. Last payment fail I went in and manually paid it now I’m being told it failed and my latest payment again has been told it has failed. I do have money in the account. This has become extremely frustrating. Again this morning, I get another message saying my phone is about to be disconnected, again!!! I did not have this trouble when I got my own bill by email and I just paid it now because it’s a regular debit payment. It fails all the time. There seems to be no into this. Even last month I spent probably a couple of hours on the phone to TELSTRA trying to fix it. I feel the only way I’m going to be able to do this. Better is to leave TELSTRA and go somewhere else. I have been with TELSTRA since I was 18 years old. I am now 67. I think this is the end of the road, unless this can be fixed yours truly Jeni Bennett

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?