Telstra Reviews 2,826

I would like to say after a month of a mess around I Finally got the support I asked. for James. was so, helpful I couldn't be more happy Thanks legend

..we needed new phone, new plan, at Telstra Chermside mall, and Eva served us, ever so politely, knowledgeable, uberKind and patient.. no questions were too hard or too many!.. thanks Telstra for bringing the best out in your people, and pass on our THANKS to Eva, once again!! ❣️

11 November 2025 - Deep disappointment with Telstra’s Christmas campaign.
I’m writing to express my deep disappointment and frustration after seeing Telstra’s latest Christmas advertisement on TV. As a long-time customer, I honestly felt embarrassed to see such a big company trying to change the true meaning and value of Christmas.
Whoever created this campaign must be going through some serious mental health challenges and truly needs help. Releasing an ad with such a dark and distorted message is sad and concerning, it shows either poor judgment or bad intentions. I’d also be keeping an eye on whoever approved it, because that level of insensitivity and lack of purpose doesn’t happen by accident.
It’s simply awful! I’m sorry for being so straightforward, but I’ve never seen anything so meaningless at a time that should be filled with light, hope, and positivity. It’s shocking to see such a lack of creativity and professionalism from Telstra.

Imagine waking up with no wifi every morning and you have smart appliances. They increased their service price just for a poor connection. Most of their agents are not helpful at all. So frustrating!

I ordered a new phone on 15/10/2025. It still has not arrived. I spoke to a customer service (allegedly) person who had me check with Auspost. There is no record of the phone being sent so I went back to Telstra and explained the situation. Telstra are refusing to send a replacement because they have to investigate, a process that will take 28 days. I asked why they can't send the phone that I ordered, they say it was sent but there is no record of it being sent. And around we went again until the person on the phone inferred that I was scamming for a second phone. I have decided to go with a different provider. Piss poor service.

Wow. Telstra just sent out a message saying they will terminate their service if you treat their customer service people badly. This from one of the WORST SERVICE AND CUSTOMER SERVICE PROVIDERS. Their service means the new VOIP system works approx. 50% of the time. We called customer service and due to the 'communications difficulties' our number ended up being redirected to ANOTHER HOUSE. Everytime someone called, the call went elsewhere. When we realised again we called customer service in India of course. This time the calls were rerouted to OUR NUMBER but with a difference state code! So all incoming calls went to someone in Melbourne! We're in Perth. The next complaint ended up with the proposal of a constant emergency calls special service phone which means with a letter from your GP you can be given a service which always works! (fancy that hey???) just in case you need an ambulance and their crappy service means your phone ISNT WORKING. Can you believe this? Then the emails start arriving: your service is on, your new phone is arriving and then .. ? an email telling us that if we abuse their staff we'll be cut off altogether. Are they serious? Instead of improving their service efficiency and level of customer service, they're going to police "Customer Behaviour" instead?

Where to begin...
I booked in a move with Telstra internet over the phone. Instructed that there needs to be an NBN upgrade to FTTP to get the plan I want. Fine, no worries!
Booked it in nearly 2 weeks away. Take the day off work to be home for a technician. Wait around most of the day (window was 1-5pm), no contact from anyone, nobody shows. I get a message from NBN saying nobody could make it. By my understanding & logic of how the world works - this would surely mean I'm next in line? No, you're quite wrong.
2 hours on the phone where they're telling me I have to wait 5 days. This has happened to me 5+ years ago (twice) with Telstra, and it didn't end well for Telstra and their compensation payout. I also know and have proven that if you speak to someone who can actually take charge and escalate things, you can make something happen. Not in this case. Over an hour I was talking with Yachna ID E026938 (who was almost arguing with me), and Ram. There was absolutely no way they could get me an appointment the next day. Nothing they can do sorry!
Whilst in the call the amount of days when i could reschedule went from 5 to 8. I was waiting on a support call when the line just hung up. Waited & nobody attempted to call me back. I jumped on the phones again and the wait time was 27 minutes, so requested a call back. Meanwhile I started talking to someone on the chat on their website.
After a 15 website chat explaining my situation for the third time, I was promised and 100% guaranteed that an NBN technician for my installation was booked the following day for 8-12AM.
So like any normal person wanting to get this headache over and done with, I cancelled my work for the following day. This is where things get saucy!
I eagerly wait around all morning having lost a day's wages, somehow knowing that something will go wrong. I get a call from the NBN technician and guess what?
Something went wrong.
They sent the NBN technician to a different old address, apparently with nothing related to my only open case: MOVING HOUSE.
The NBN technician isn't to blame, there's nothing he can do about it. However I have to unfortunately deal with Telstra to get this sorted.
Another hour on the phone. Nobody can do anything to book me an appointment soon. In less than a day the wait time went from 5 days, to over 2 weeks!
When I was next in line!
No explanation from Telstra, no escalation. I will now incur 3 days lost wages and they have no solution for what happens if the NBN technician doesn't show up again.
I'm going at you hard Telstra. You will compensate me for your lack of delivering what you promise. I have screenshots of all conversations & all staff ID's that i've spoken too. How dare you make me waste my time and take over a month for an appointment to sort this out when I've already had 2 confirmed and booked in.
Own up to your mistakes and escalate things when you screw people around.
Last time this happened you had to pay me out over $2000, and this time it will be more. Already spend 12 hours of my life dealing with the atrocious customer service you provide. Staff are defensive, and pass you on two someone else who has no idea what you're calling about. having you repeat yourself over and over again.
0/10. Avoid them like the plague.

If only it could be zero stars! Absolutely hopeless again! At least they are consistently hopeless

It would seem Telstra has not perfected eSim’s.

I spoke to a lovely mannered young woman from Telstra yesterday.

No less than 1 hour on the phone.

You know, all the usual nonsense.

The continual bouncing ball of ‘privacy notices’.

Privacy laws that protect big business. Like Telstra and the banks.

They certainly don’t protect the ‘battlers’.

I thought I’d give them another go , Telstra.

But right now, despite getting the code emailed to me, the new number won’t activate.

All the bs of ‘this call is monitored for security purposes’

Who else is really over bring treated like a 3rd class citizen in this Australia. ?

My mum died recently. I had voicemail messages on my phone from her that I wanted to save, so I went to my local Telstra store to get advice on how to preserve them. My phone was on mums plan, and the staff member insisted that I had to have the plan transferred to my own name in order to save the messages. Instead of saving the messages transferring the plan resulted in them being deleted. I contacted Telstras technical support and complaints department, but they have refused to recover the messages.

Worst bloody service connection customer so called service in the world. I would never ever go near Telstra ever again. No support. Rude staff. Constantly chasing them up cause they don’t do what they say they will. The worst. So glad to be rid of them.

Someone has my number registered on a Telstra account and i contacted them to help me fix it and they refused to fix it like wtf its not my account, i can't login cus even if i try login with my number it goes into an email i dont own. Phone wont pick up and live chat refuse to help absolute useless workers (the guy i spoke to is named "Hans"

Absolutely the WORST customer service and no support whatsoever! Expensive costs. Poor connection in a town! Constant drop outs and paying a fortune every month for crap service! Get better service in middle of the desert!!

When my father died Telstra gave my mum the absolute run around. It took 6 months to cancel unnecessary services. They sent her to Telstra shops who treated her dispicably and stuffed up the administration, resulting in even more admin and run around when she tried to leave the service. Their treatment of vulnerable people is unforgivable. NEVER USE THEM

I have had a broadband service with them for over 6 years.

Today I got an email saying "Great News! ..."

What passes for "Great News!" (sic) from Telstra is that they are increasing my fees by 289% from next month.

I'm sure that's "great news!" (™) for Telstra, but it doesn't feel that 'great' to me.

I had 400GB of data for $90 per month - it's now so much "Great" that it's $65 per month for 100GB of data.

Great Rip-Off!

I had been a telstra customer well over 10yrs with 3 mobile phone contracts I always took the insurance they offered wht they called upgrade and protect because the phones where expensive and suddenly I found myself needing to make a claim so I did this involved me having t o sign a new contract I wasn't happy about however this was the only way to have protection on my phone and replace it so I went ahead on purchasing my new phone costing $2300 the telstra employee asked if I wanted protection on the phone again off coarse I did so again I signed up for telstra upgrade and protect 4months later i dropped my phone and went to claim a replacement and was denied I could not and cannot still understand why telstra where charging me the upgrade amd protect and how I was lead into believing my phone had so kind of insurance should I drop it if I had of known I would not be covered I could have added my phone to my home insurance policy however due to telstras misguided information I was not covered telstras upgrade and protect policy is an absolute joke as a loyal customer u would expect some better service then this they have no customer service ethics and with so many new phone providers we can only hope that some day telstra will no longer exist. Massive thumbs down 👎

HOPELESS ... received an email from Telstra to upgrade from NBN to kerb to NBN to the premises ... with a LINK ON EMAIL ... Link took me to Telstra home page and had to sign in AND NO LINK to any upgrades ... clicked all the links ... nothing. Then went to chat window ... that was when the issues started, as I had to tell the agent a number of times I had already clicked on the link and it did not work. Also tried their App, hopeless - deleted it from my phone. Then advised could do for me then advised all booked and someone would contact me re installiation ... Then advised would need to know details as depending on what they wanted to do may cancel ... then advise that DUE to an error by myself when accessing the site via the LINK they were now unable unable to book .. UMM I was already told it was booked ... then told to ring a 1800 number ... Then told them IF I was to ring someone it will be another Telco to change my provider and wanted to make a complaint, and then told a complaints officer would contact me ... UMM ... TOTALLY HOPELESS

Palmerston telstra opened at 0900h. First in queue tall young man walked forward with lap pad in hand. No introduction. Ive got a printer. I need my WiFi address to set it up. We don't sell printers have nothing to do with printers. I know. Show me how to access my mobile hotspot password. Took a deep breath because he was annoyed. I held my phone up for him n he opened the mobile hotspot password for me. Then walked away in anger n served other customers behind me. His behaviour was quite threatening.

Just had a look at the reviews for Telstra on Trustpilot
and what do you know...the majority of the reviews are one star and I'm sure if you could give a no star review that's what people would give. What a company, they take your money monthly for the plans your on even when you don't receive service. We have 2 mobiles and Wireless Internet and even though we a locate only 50km from Sydney CBD we have very poor to no signal. What a joke, no other company would charge you the same monthly cost for a service they do not provide.
The Government should wake up. Why should you have to pay for something you don't receive.
As the majority of reviewer say "Telstra's Service and Customer Service" is a joke.
But I suppose when the Government receive millions in GST they just sit back and let Telstra rip the public off. Don't even try to get any satisfaction out of Telstra because you will be wasting your time.

If negative stars were an option I’d pick it due to the amount of time I’ve wasted dealing with Telstra customer service.
How is a telecommunications company so bloody terrible at telecommunications? Their app and website are so bad half the time they are useless. $2.3B in profits and can’t even make a half decent app or website.