My Telstra

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.

I have been forced onto the nbn, which is about the same speed as our old ADSL and not quite as reliable. This happened in June last year. Admittedly a few things were going on in 2020 so I excused the issue of not being able to speak to someone. Since that day, I have tried repeatedly to cancel the ADSL service, but have had no luck. I finally got to speak to someone in March but by May it still hadn’t been disconnected so I rang yet again to find out why I am STILL paying for an ADSL service that we can’t use. Firstly I am told that I am not entitled to a refund prior to March (ie 2 months refund instead of the 11 months it should be) but although after about an hour of yelling at the Telstra rep (in India who possibly had to bury their relatives from Wuhan flu after dealing with me) we did finally get our ADSL service disconnected. I know this, because we also had our landline service disconnected as well. The big issue with this, is that although we live in the Sydney Metro area, we have almost zero mobile coverage. This makes working from home (with only a barely acceptable nbn service and no phone line at all) EXTREMELY difficult. I am still waiting for my home Telstra service to be reactivated and also waiting for 11months of refund for an ADSL service that was unusable. It is quite frankly, appalling - even though for a large company I accept that things aren’t always able to be perfect. On another matter, our neighbours had a delivery van drive through the TLS cable and bend a pole so the cable is lying on the ground. We were promised ‘urgent’ repair work would be carried out (within a week!) to re-tension the wires. The incident occurred 26th Feb, it’s now the 10th of May and we still have cables on the ground!

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.