My Telstra

Name: My Telstra
Rating: 4.2 (996 reviews)
Author: Telstra Corporation Ltd

My Telstra: Making it easier

Free

996 Ratings
Ages

4+
Years
Category

Utilities
Developer

Telstra Corporation Ltd
Language

EN
English
Size

308.1
MB

Tracking your order? Making a payment? Getting help? It’s quicker in the app. Get in touch • Just send us a message and you’ll be notified when we reply. Manage your account • Update personal details, track payments, manage your services and more. Recharge your service • Track your usage, turn on auto recharge, and get in control of your plan. Check your internet speed • Monitor outages, restart your modem and check your internet speed. Telstra Plus • Access exclusive offers and get rewarded just by making your payments on time. Shop the latest • From devices to accessories, shop the latest tech at your fingertips. Troubleshooting that actually works • With 98% of queries resolved in-app, you’re just a few taps away from getting on with your day.

Ratings & Reviews

4.2

out of 5

996 Ratings

Ripped off
04/17/2020

WHITETHUNDER
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.

Developer Response
Hello, sorry to hear you're having a problem with the app. So we can assist, please provide us with some details via tel.st/MyTfeedback -My Telstra teamAlternatively, if you would like someone to call you (as yes, agree in your instance that might be best to talk to someone) perhaps you'd prefer to log a complaint and request a call back. Please find the page to be able to request that here: https://say.telstra.com.au/customer/general/forms/Email-ComplaintThank you again for contacting us.
Ripped off
04/17/2020

WHITETHUNDER

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.
Developer Response 05/15/2020
Hello, sorry to hear you're having a problem with the app. So we can assist, please provide us with some details via tel.st/MyTfeedback -My Telstra teamAlternatively, if you would like someone to call you (as yes, agree in your instance that might be best to talk to someone) perhaps you'd prefer to log a complaint and request a call back. Please find the page to be able to request that here: https://say.telstra.com.au/customer/general/forms/Email-ComplaintThank you again for contacting us.
Unhappy with the app!
08/29/2023

L0403
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.

Developer Response
Hi there, sorry to hear that the app is not working as expected. We can look into this for you. If you have already tried reinstalling the app, and logging out and back in, please get in touch with our team via tel.st/MyTfeedback We will look into this for you. Thanks, Han
Unhappy with the app!
08/29/2023

L0403

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.
Developer Response 09/04/2023
Hi there, sorry to hear that the app is not working as expected. We can look into this for you. If you have already tried reinstalling the app, and logging out and back in, please get in touch with our team via tel.st/MyTfeedback We will look into this for you. Thanks, Han
Hope you never need help
03/27/2021

flockofone
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.

Developer Response
Hi there, sorry to hear that you had some difficulties with getting your credit. There is a form we can submit to refund any credits on your account back to your credit card or bank account. So that our team can help, can you please send us a message in the app. Head to the ‘Get help’ tab in the app and select the messaging icon on the bottom right corner. Thanks, Han
Hope you never need help
03/27/2021

flockofone

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.
Developer Response 06/16/2021
Hi there, sorry to hear that you had some difficulties with getting your credit. There is a form we can submit to refund any credits on your account back to your credit card or bank account. So that our team can help, can you please send us a message in the app. Head to the ‘Get help’ tab in the app and select the messaging icon on the bottom right corner. Thanks, Han
Awful update
06/25/2020

C474119
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.

Developer Response
Hi there, sorry to hear you are having a poor experience with our app. Thank you for taking the time to give us feedback, we are always looking to improve our customer experience. I know you didn't want to fill out the feedback form, but this really is the best avenue to make sure your valuable feedback gets actioned tel.st/MyTfeedback. Regards, Ava
Awful update
06/25/2020

C474119

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.
Developer Response 01/11/2021
Hi there, sorry to hear you are having a poor experience with our app. Thank you for taking the time to give us feedback, we are always looking to improve our customer experience. I know you didn't want to fill out the feedback form, but this really is the best avenue to make sure your valuable feedback gets actioned tel.st/MyTfeedback. Regards, Ava

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Version 120.0.96919

Dec 15

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