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?

1. Activation - couldn’t activate because the app said the sim hadn’t arrived yet. Even though it had, and the tracking number the app uses also showed that. Support wasn’t able to fix it manually. 2. Changing plans - wanted to upgrade to 5G, and the app change plans function only allowed me to downgrade. Support tried for me but started asking for my PII like drivers licenses, employer etc even though I had already provided that at signup through the proper secured channel. Apparently it would show up after being on the plan for a month, but the website allowed me to upgrade before then without issue. 3. SIM PIN - said there should be an option in the app to show it. There isn’t. Support ended up manually providing it. 4. The support page chat section every time you open the app forces a reload which takes around 5 seconds. Which when you are talking to support all the time, gets a bit tiresome. 5. Telstra service blocks WireGuard or IKEv2 VPNs. No clue why they are filtering my traffic in the first place. If you face this issue change to another less power efficient protocol. Reported to SD, and they offered a paid service to look into it. No clue why one should be charged for reporting bugs and technical issues to SD. So then they just said ok just don’t use WireGuard, you have no issues. Not even a acknowledgment of reporting the bug to the appropriate team. 6. International roaming day pass says is enabled even though when you try to disable it it says it’s already disabled.

We have had continuous problems with our mobile phone and internet services since moving in. ADSL drops in and out continuously, mobile signal is extremely weak, NBN promised in May 2020 and signed up for the service in February - has not been delivered, mobile signal booster installed, comment from installer was worst he has ever seen! We are close to the North Ringwood Exchange (less than 2 kms). So still no resolution, lockdown again, connections make it impossible to work from home and we are vulnerable high risk for COVID 19. We have been Telstra customers for over 40 years and the comments from our neighbours who have faced similar problems with Telstra in the area was you need to switch to Optus for a decent service! Sloppy service from Telstra is now also a serious health risk to my family so what is going on with the once reliable Telstra? Profits before service? Risk your health by using a company that has failed miserably to provide an expected level of service - G20 country and the service would be better in many less fortunate countries! Telstra continues to fail to deliver a decent and required level of service under the Telecommunications Act and yet they demand payment of their foreign managed bills on time? Their Board and Executives should hang their head in shame and simply do their job, it is not acceptable! Less than a 3rd rate performance level with no care factors and limp excuses for abysmal service levels - not acceptable or excusable!

App is full of problems and most features don’t even work, constantly get “something went wrong- try again” messages. Cant report payments, cant request extensions, cant see past payments, cant see payment methods, cant pay my bill…the list of glitches is never ending it seems. Yes my iOS and your app are most current version. Yes I’ve tried deleting snd reinstalling app. Yes I’ve turned my phone in and off. Yes, the app should be much better. Lose the bells and whistles like rewards shopping and Telstra news articles. Give us basic account functions that work snd we’ll be happy. Put all the other fluffy stuff in a different app and get this one up to scratch. Then we’ll talk.Only thing the app is good for is messaging (because you just know no one actually answers phones at Australia’s largest phone company), and even messaging can be buggy. It’s certainly annoying, given each person just repeats what you last said in a totally non committal way and always says in “is that right?” at the end, so that by the time you’ve finally gotten to the reason you were messaging with them, 12 hours has passed, you’re onto you fifth customer service person and you have to start all over again. Notifications set on and I still dont get notified of a reply. Another bug. I have to go into the app to check if they’ve replied, at which time there could be 10+ notifications in your messaging, but only one actual reply- another glitch!Telstra, I’m losing faith in you as a tech company when you cant even get your app right. Get people on the phones again if you cant sort the app out!