2025-03-24
Telstra Make it Easy
Simple communication, clearly outlined services and charges. All data needed to fully analyse your monthly account.. updates offers and early notifications on changes to service or charges..
Updating
±0
#10 in Top Free Apps > Utilities
-8
#29 in Top Free iPad Apps > Utilities
iPhone Screenshots
iPad Screenshots
Description
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.
What's New in Version 110.0.88547
Are you eligible for an nbn® tech upgrade?
Go to your nbn service, select 'View or manage your plan', then 'Change your plan' to find out.
Add or remove a static IP address
Manage your static IP address from the app under ‘Extras’.
Seller
Name
Telstra Corporation Ltd
Information
Developer
Categories
Version
110.0.88547
Size
279.1 MB
Game Center
No
VPP Device Licensing
Yes
Rating
Rated: 4+
Compatibility
iOS 15.0 or later
Devices
iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 6s, iPhone 6s Plus, iPhone SE, iPhone 7, iPhone 7 Plus, iPhone 8, iPhone 8 Plus, iPhone X, iPhone XR, iPhone XS, iPhone XS Max, iPhone 11, iPhone 11 Pro, iPhone 11 Pro Max, iPhone SE (2nd generation), iPhone 12, iPhone 12 Pro, iPhone 12 Pro Max, iPhone 12 mini, iPhone 13, iPhone 13 Pro, iPhone 13 Pro Max, iPhone 13 mini, iPhone SE (3rd generation), iPhone 14, iPhone 14 Plus, iPhone 14 Pro, iPhone 14 Pro Max, iPhone 15, iPhone 15 Plus, iPhone 15 Pro, iPhone 15 Pro Max, iPhone 16, iPhone 16Plus, iPhone 16Pro, iPhone 16ProMax, iPhone 16e, iPad (5th Generation) Wi-Fi, iPad (5th Generation) Wi-Fi + Cellular, iPad (6th generation) Wi-Fi, iPad (6th generation) Wi-Fi + Cellular, iPad Pro, iPad Pro (Cellular), iPad Pro (9.7-inch), iPad Pro (9.7-inch) (Cellular), iPad Pro 12.9-inch (2nd generation), iPad Pro 12.9-inch (2nd generation) Wi-Fi + Cellular, iPad Pro (10.5-inch), iPad Pro (10.5-inch) Wi-Fi + Cellular, iPad Pro (11-inch), iPad Pro (11-inch) Wi-Fi + Cellular, iPad Pro 12.9-inch (3rd generation), iPad Pro 12.9-inch (3rd generation) Wi-Fi + Cellular, iPad Air, iPad Air (Cellular), iPad Air 2, iPad Air 2 (Cellular), iPad Air (3rd generation), iPad Air (3rd generation) Wi-Fi + Cellular, iPad mini Retina, iPad mini Retina (Cellular), iPad mini 3, iPad mini 3 (Cellular), iPad mini 4, iPad mini 4 (Cellular), iPad mini (5th Generation), iPad mini (5th Generation) Wi-Fi + Cellular, iPad (7th generation) Wi-Fi + Cellular, iPad Pro 11-inch (2nd generation), iPad Pro 11-inch (2nd generation) Wi-Fi + Cellular, iPad Pro 12.9-inch (4th generation), iPad Pro 12.9-inch (4th generation) Wi-Fi + Cellular, iPad Air (4th Generation) (Wi-Fi), iPad Air (4th Generation) (Wi-Fi + Cellular), iPad (8th generation) Wi-Fi, iPad (8th generation) Wi-Fi + Cellular, iPad Pro 11-inch (3rd generation), iPad Pro 11-inch (3rd generation) Wi-Fi + Cellular, iPad Pro 12.9-inch (5th Generation), iPad Pro 12.9-inch (5th Generation) Wi-Fi + Cellular, iPad (9th Generation), iPad (9th Generation) Wi-Fi + Cellular, iPad mini (6th Generation), iPad mini (6th Generation) Wi-Fi + Cellular, iPad Air (5th generation), iPad Air (5th generation) Wi-Fi + Cellular, iPad Pro 11-inch (4th generation), iPad Pro 11-inch (4th generation) Wi-Fi + Cellular, iPad Pro 12.9-inch (6th generation), iPad Pro 12.9-inch (6th generation) Wi-Fi + Cellular, iPad (10th generation), iPad (10th generation) Wi-Fi + Cellular, iPad Air 11-inch (M2) Wi-Fi, iPad Air 13-inch (M2) Wi-Fi, iPad Air 13-inch (M2) Wi-Fi + Cellular, iPad Pro 11-inch (M4) Wi-Fi, iPad Pro 11-inch (M4) Wi-Fi + Cellular, iPad Pro 13-inch (M4) Wi-Fi, iPad Pro 13-inch (M4) Wi-Fi + Cellular, iPad A16, iPad A16Cellular, iPad Air11M3, iPad Air11M3Cellular, iPad Air13M3, iPad Air13M3Cellular, iPad MiniA17Pro, iPad MiniA17ProCellular, iPod touch (6th Generation), iPod touch (7th generation)
Languages
English
App Store: Customer Ratings
Ratings & Reviews
4.1 of 5 (275,466 Ratings)
App Store: Customer Reviews
2025-03-23
Payments
Can’t make payments online. App doesn’t load payments screen. This keeps happening even after updating app
2025-03-23
Telstra makes everything complicated
App could be so simple if it was designed from a customers perspective not a technology perspective.
2025-03-23
Terrible app
Doesnt show past bills, or past payments once you’ve paid them, if you have multiple accounts with Telstra they don’t all show up in this app so you don’t know how much you owe or when your next bill is due. Then Telstra slug you with a $15 late payment fee because their app is so bad it doesn’t tell you when your next bill is due and
2025-03-23
App not working
App not working correctly
Not accepting codes
Not displaying properly
Not opening plan
I’m not Happy
2025-03-22
Can’t sign in
No matter what I can’t sign in after being able too
2025-03-22
Good service experience
Thanks for your support. Really appreciated
2025-03-22
Billing
I keep getting spam bills saying I’ve not paid my bill when I have. Also demanding I pay my account in advance.
2025-03-21
Hating Telstra
Telstra let my account be hacked with eSIM on a disconnected number some ago. I’m facing a jail term with false charges Telstra won’t take responsibility pure as holes
2025-03-21
Refund
I am happy I get money back ,thanks Emerson for your help and Telstra store staff especially Manasa.
2025-03-21
Satisfied
Ivan Anthony is an amazing staff very helpful
2025-03-20
As usual Telstra service for phone and particularly internet is rubbish.
It took a few days to recognise thatbi had paid the bill almost 2 weeks before it was due.
If I was even a day late Telstra steal a”fee” for being late. What about where we can’t even pay a bill because the signal N is not reliable enough? If new are d late we get a “fee”. What happens when we can’t pay because of internet drops?Telstra is arrogant and takes advantage of people in a vulnerable position in people.
2025-03-20
Making things better
Please make it much simpler to pay a bill on this app. On the payments tab put an option right there to pay it instead of hidden paths, one way to make Telstra less frustrating…
2025-03-20
Over payment
Took auto payment even after I went to an in house Telstra store assured I would not be charged as I had made a manual payment,
Three days later Telstra took another payment,
2025-03-20
“Maintenance”
Thanks for your maintenance, it’s working even worse than before… I need some extra international calls but impossible to do so, cause only available in the app… app that doesn’t work 👍
Cheers guys
2025-03-20
TELSTRA APP
The Telstra app is very helpful when I need to contact Telstra.
2025-03-20
Hopeless organisation
This app does not help me do what I want to do, except with the chat
2025-03-19
App Crashes since updating to IOS 18
I’ve complained about this months ago but still not fixed. I have two phones a 12 pro max on 18.3.2 and a 16 pro max on IOS 18.4 beta 4. On both phones the app crashes on launch. I have to use the web interface which stupidly asks you to verify in the app which doesn’t work. Crazy flawed logic
2025-03-19
It always says ‘something went wrong’
I go into the my Telstra app and I try and see my balance of recharge and it always says ‘something went wrong refresh’ I do and it does nothing
2025-03-19
My Review
No log-out button
2025-03-19
Telstra
Excessive use of jargon
2025-03-19
My Telstra
Far too complex for seniors
2025-03-19
Never again telstra ……
I dont even need to say anything everyone who sees the one star will know that dealing with robots that continually read scripting and cant actually answer any questions is not service. I went to Telstra to get optimal service coverage as we like to caravan and my husband is with Optus - he sometimes had more service range than I did, plus everything else that comes along with Telstra : do better
2025-03-18
Still the best provider!!!
I’ve been with many providers over the years, but the best it’s Telstra, reception wise, response, and custom service wise, simply the best!
Thank you so much, Telstra and Celina!!
2025-03-18
Hopeless
A more convoluted way to be palmed off to call their help number.
2025-03-18
Unimpressed
What a worthless app this is. Can’t believe you can’t access statements from more than three months ago on the app. Really all it’s good for is sales opportunities as anytime you need to do something vaguely useful you need to try to find a human to answer you. Hard to believe that in this digital age an app can be so clunky and useless
2025-03-18
Pairing Apple Watch
So disappointed I’ve spent 2 hours online trying to pair my new Apple Watch to add the $5 to my plan so that I can answer calls on my watch. The end result… they couldn’t do it and sent me a link to make an appointment to go into a Telstra shop to do it. 😒 not happy Jan!
2025-03-17
A company run by idiots
The worst company to deal with, incompetent at highest level!!
2025-03-16
Address feature not working
Address finder is stuffed- can’t enter address for a delivery suburb not recognised
2025-03-15
Refresh
The app so often has ‘unable to…’ so frequently it is extremely frustrating.
2025-03-15
If you are with telstra and opticom don't expect hep
They sold to opticomm and we cant get help. Without wifi and free to air for a month
2025-03-15
Instant confusion.
Back to the drawing board in your coffee break.
2025-03-15
Confused
A good app, but for the past 3 weeks has stopped letting me recharge online, by saying “something went wrong” overall was a good app, but i can’t really use it anymore.
2025-03-13
Works Fine
App performs as described. Never had issues.
The app has come a long way compared to the other carriers (V being the worst). eSIM activation was mostly problem free.
2025-03-13
The absolute worst service
As useless as their services
2025-03-12
Login issues
Since Dec 2024 I’m unable to link my account to my Telstra ID. No one from Telstra is unable to fix the issue and they keep transferring me to different departments!
2025-03-12
Mr Keith Abrams
Telstra consultants have been outstanding.
Thank you one and all.
2025-03-12
App
Easy to use
2025-03-12
Junk junk and rubbish!
What an abysmal performance from a company that states it’s the best at what it does!
The app prevents me from logging in despite numerous attempts and following all the recommended steps; nope!!
It does not work!!!
2025-03-12
Julie
Over priced and to pay a month in advance is daylight robbery
2025-03-12
Service
No good service and expensve
2025-03-11
Do not recommend Telstra
Terrible service and overpriced unreliable plans
2025-03-11
Unable to process…..
Nothing works. I have money to pay my bill but nothing works!! Even tried calling and they said it won’t work, go back to the app!!! Sooooo frustrating… I just want to pay me bill..
2025-03-10
Not great
Always an error when i log in- can’t access my account properly? Still has a very old inactive account on it. My orders are not to date. Not great at all and the Telstra website log in is even worse .
2025-03-10
mobile phone
why am i having so much trouble paying my mobile phone. There is no Direct debit. I pay the bill before time. But there is always a problem. I paid my mobile bill on the 9th of March 2025 . What seems to the issue????? every time.
2025-03-10
Predatory by design.
Critical information is hidden, bills have progressively gotten less transparent over time. Marketing and loyalty programs have increasingly been driving the base price of service up. The spirit of this company has long been to bleed its customers and make it as difficult and inconvenient to leave rather than increase value to retain loyalty.
2025-03-10
The payment system is so bad I straggle to login, to see the bill, to pay.
This is the third day I have tried in a row, and it looks as if I might succeed this time. Just send me an email, geez.
2025-03-10
Disconnected
Disconnected my number for overdue bill less than a month old
2025-03-10
Don’t bother
Terrible speakers, lack of understanding, stay with an Australian provider
2025-03-09
Terrible
Worst company to deal with - done nothing about customer service for decades
2025-03-03
Don’t use online chat
Tried to organise an internet booster for home as can’t use internet or watch tv downstairs. After two hours typing back and forth on phone I gave up as they wanted all
My id details again even though we have had our account for over 20 years. Was verified three times by the different operators, told booster would be free, then told I had to purchase it. Agreed to purchase outright and they wanted credit card details over phone. Plus my passport and drivers licence details - thought they was a big no no for a company y to ask that over the phone especially for a long established customer. Come on Telstra do better and don’t use off shore operators. I have now booked an appointment at my local store so will see how that goes. Of course can’t get an appt straight away and bet I will also have to wait for booster to be posted out. Maybe I should purchase elsewhere. Also if internet isn’t working to your requirement why do we have to pay for a booster to boost their service???
2025-02-09
Rubbish
9 times out of 10 this app won’t do what it clams orders and redeeming points is all but useless won’t load won’t work most of the time Telstra won’t connect to its own servers been with Telstra for years and have been putting up with the rubbish for way to long time to change I think
Ps
furthermore on getting in-contract with Telstra about a fault with my nbn and going through the riggers of dealing with an overseas operator and tech to be told to use the app trying to inform the “tech” that the app won’t work I was quickly treated as if the problem was me . I challenge anyone to find easy and clear directions using the app to make a clame for disrupted service of faults it’s just not that easy you can do it but like all things now says thy make it as complicated and unintuitive as thy can for sum reason. Can only think thy have a them and us attitude instead of the a we and how can we make this experience accessible to everyone.
My advice don’t use Telstra try some one else that’s going to care about the money you spend with there company and look at you as an investor rather than a problem to solve.
2024-12-18
I will stop using this app if it keeps using the incorrect web browser on my phone my default web
You either add the following options so users can choose the default web browser that is setup on our devics by default or I will simply not use this app and only use the web browser that I have setup by default and especially when we have also chosen to set it to private web browsing and this goes with the privacy policies of apple
Stop using the incorrect web browser on my phone my chosen web browser isn't registered as safari and stop redirecting my chosen web browser to safari and you aren't the only one who this is being pushed at and I am getting sick of these fraudulent behaviours by all known internet providers who believe that they can redirect our chosen web browser by default to a web browser that isn't even setup as our chosen default we have chosen to use as our main browser and I have logged complaints to even apple about this behaviour
2024-12-03
Too many updates!
I am sick of updating the App! I use the app to check my bill and usage every time I open the app it’s asked me to update the app. I go to the app atleast 1-2 times a month. I remember I was late playing a bill I jumped onto the app to chat to customer service they had already restricted my internet and they don’t even tell you when they are going to disconnect you they just do it! So I had to run around to find wifi to update the app to be able to access the online chat. Or when my phone service isnt working which happens regularly my internet just doesn’t work the bars go from 4G jumps to 5G then out of service. (they expect you to pay your bill without a connection) I’m so sick and tired of telstra, been with them since I was 18 years old have always been told you pay for their great service. Telling you now it’s not as great it’s actually frustrating how they like to be in control. Really bad service that’s what I’m actually paying for. $135 a month on 36 month contract 180 gigz is getting pathetic now. I can’t wait for my contract to end. Stuff telstra
2024-10-06
Giant scam, dangerous and misleading
When you turn on international roaming (e.g. to allow for a confirmation SMS from your bank when abroad), it’s slow to activate, but much worse, it’s very slow to deactivate. Even worse, the ‘My Telstra’ app doesn’t show when it’s activating or deactivating, it just shows ‘On’ and ‘Off’ which are misleading and considering data is $3AUD/mb ($3000/gb), it’s disgraceful that their own app doesn’t even display whether it’s on or off properly. Shameful, Telstra profit from their negligence. Pathetic lazy and meek regulator (ACMA) is ineffective. Those bureaucrats ought to be fired for allowing such scams in plain sight!
UPDATE: the chat function doesn’t work, every time I send a message it says “Message was not sent. Retry. Cancel.” I cannot mark it as complete or urgent. There is nothing I can do to speak with someone about an urgent issue.
Telstra is a giant scam in plain sight. They lie to you when you upgrade saying you can downgrade any time (since it’s month to month), but when you do they don’t let you unless you consent to undesirable or niche payment arrangements and they make doing so via the app impossible.
2024-09-17
Telstra
Great company and Telco. I was told last week when I was trying to pay my Telstra bill, that the bill would be waived for last month. This was because I tried calling in and paying, but the representative said l didn’t have to. The next day I called, and was told that the bill was being waived. Today I am having issues with my Telstra app, and was told I have to pay the bill within 14 days from the 12th. I have my registration to pay. So I will be going without because of this error. I have been with Telstra for 12 years now. I recommended it to my family, and I had 3 phones, all linked to Telstra. I have always said Telstra is the best. I am waiting for a return phone call, by the person who told me that they were waiving the bill. I know that they will call. I can’t say anything bad about the company, because they are a great service. Unlike Optus where they have been hacked. I just want to know if the bill is getting waived or not. So I can manage my budget. I still recommend Telstra to whoever is thinking of buying, or setting up with Telstra. The customer service representatives are always polite, and they understood that I was frustrated this morning because I was not able to access the Telstra app, to check my criteria for the upgrade. I also pay $15 a month for upgrade and protect. Strongly recommend Telstra to everyone l know, and I will recommended them in this review.
2024-09-08
Telstra is not doing very well!!!
I am trying to prepay my account and the system in the mytelstra app just keeps telling me it has an error when I click on the tab. I was also getting my bills by email and Telstra just stopped sending them through this way, which has caused us to have a late fee attached to our account even though it was Telstra who did not send the bill for us to pay. They have told us we have to use the mytelstra app. In the app it tells me I can receive my bills via email if I request them this way, but it will take a month to process this request. I will go through the process of doing this, so we can get back to where we wanted to be, which is receiving our bill by email, before Telstra started mucking us around….but what an absolute waste of my time. No one asked Telstra to stop sending our bills by email, they took it upon themselves to do this and charge us a late for for the privilege. It shows Telstra has no idea what they are doing anymore, which is a great disappointment as is their service where you struggle to get a real person to take to over the phone.
2024-07-23
REALLY BaD payment system
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
2024-07-03
Complicated App Hard to navigate to features
This app is very difficult to use. I was unable to find how to cancel one number dialling feature. The app records a change in progress which has been present for 4 weeks. It is Impossible to understand the status of the requested change or what is delaying its installation. Adding a trusted user to my account required in store assistance. My sense of this app is it is ok for Telstra in store experts or long time users that have learned the features as they have been added but it is a nightmare for new users. An update: In store assistance has helped me navigate this app. However the app does not provide good user feedback. For example; when trying to add a trusted user ( full authority ) the app said ‘ something went wrong’. Advice from the store is ‘ a trusted user can not be added until the account is at least 6 months old ‘. ?? Really ??? Shouldn’t be that hard to include that info to describe what went wrong or to inhibit adding trusted users to new accounts with the explainer.
Further; I wanted to cancel one number dialling but I wasn’t confident which service I was cancelling. The service cancel screen doesn’t specifically identify the service being cancelled.
In store assistance helped with this.
2024-01-16
Changers your info to suit Telstra
What do I mean by my title? Well not only has Telstra used a bank account that we have asked them to remove and for the money to come out of another bank account, and Telstra confirming they have done the changes like we have asked! But no, they didn’t change the details like we have asked and proved the information for, but don’t worry this isn’t the only thing!, for some reason we are not the owners and can’t authorise manage payments, why because Telstra has changed this as well and now we can’t change anything on our own account, but don’t worry all we have to do is log into an account that we don’t have to change this according to Telstra but I don’t see how we can do this as we only have one account that we use for everything with Telstra and when you try and explain this to Telstra their response is, just get your wife to log into her account! She doesn’t have an account, everything is done of 1 account, we don’t have 2 account but Telstra doesn’t seem to understand that!!!
2024-01-03
Telstra App
I am totally frustrated with using the Telstra app and with Telstra prepaid mobile phones. For the second month in a row the prepaid facility did not work on my mobile. I used the online chat feature, the respondent from Telstra said that the prepaid feature had been set up and he couldn’t see why it hadn’t worked.
In trying to fix the issue I tried to change my password and have now lost my email access as well. My partner, during the whole process with Telstra providing an app for me, lost access to her app as well. So much frustration and annoyance in this household not to mention the hours spent trying to “Fix” the problems. I am so frustrated with Telstra’s online system. Today I will have to visit the Telstra store in Brisbane City to try to sort this. I had to do the same last month. The assistant at Telstra last month told me the problem I was experiencing was common amongst customers who visited the store for help. I am well and truly overTelstra and we have been very longtime customers. Get your online system working!!!! I well understand why other family members have moved away from Telstra.
2023-12-01
You can depend on Telstra
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
2023-10-02
Typical Telstra - supposedly high tech co with low low tech
This a Typical Telstra. A company that aspires to be high tech and comes up with a poor solution. - The app, among other things, tries to provide a communication tool that does away with human interaction. It does so very poorly, - can’t use the help/communication tool over multiple devices such as iPad and iPhones. The chat history only shows up on the device you commence a chat from. - If you use iOS default cloud backup settings and let it backup the Telstra App and it’s data, it uses the most data of any of my non APPLE apps by a country mile. I’m my case it wants to use 600MB of data. Multiply that over 4 devices, and that’s near 2GB of iCloud storage right there. Unacceptable, especially when you consider the next closest app in terms of backup data only uses 100MB, and even that a unacceptable. The rest of my apps combined only use 200MB of iCloud data to backup. Needless to say, the Telstra app and it’s data is so unimportant that it doesn’t get backed up. - I could go on, but this app and Telstra in general has taken up enough of my time and energy, and I won’t devote more energy to this. Telstra developers and managers need to do the job they are being paid for, I won’t be doing it for them.
2023-08-05
My review
It’s hard to find the current bill,was trying to check if the bill is already paid in your system since my husband went to your shop to pay it in person coz last month you didn’t take the money for direct payment until it accumulated for 3 months, so I give my husband an authority to pay our bill, he paid that $1,249 something in person but it didn’t appear into the system, it’s hard to find to make sure that it’s been paid into your system, sorry but I don’t like your system plus you are very expensive expecting to have a better reception unfortunately sometimes doesn’t have nice reception so I’d rather change into Vodafone at least with my $30 credit it last for 1month coz they offered a better credit than yours,more than $400 per month for 2 cellphone that’s ridiculous,I’d rather buy the phone outright,coz there’s always catch with post paid,in Vodafone if we are a regular customer they offer a cheaper price,we’ve been in Telstra for how many years but your price still expensive, never again
2023-07-26
Payment not enough funds Available from nominating account
Tried correcting myself but because cancelled card was in default I struggled to deal or sort it out. I’m pretty “Old School “ so not that tech or sorry IT savvy so preferred to get Technical help over phone from Reddy in from Brisbane who answered my plea for help and they were terrific and helpful,understood my situation and got me sorted very quickly. Love their work so well done you all deserve a Pat on the back as I was struggling to navigate through the Telstra app mainly because I was out in the field and didn’t have all the correct information etc on hand Please accept my apologies for being impatient as that’s not one of my best attributes I’m afraid I like to get things happening which can come accross as being arrogant or rude but I’m just mainly like it when I’m frustrated with getting things done swiftly and not having time to give it all my attention
2023-07-24
App logs you out for inactivity when you are actively sending messages to support staff.
While resolving a modem connectivity issue, I was messaging with various support staff for one and a half hours. It was apparently impossible to talk with anyone so I had to use the app’s messaging function. I was asked many questions, often the same question twice, and sometimes several questions in the one post. So, I was busy using the app, sending and receiving then…the app logs me out for being ‘inactive for over 20 minutes’. So, I can log in again but the latest message I was working on, but hadn’t sent, was lost. So I wrote it out again. Then, a few minutes later, it logged me out for ‘inactivity’ again! Btw, for the first hour we achieved nothing useful in terms of diagnosis; it took that much time to be connected to someone who took active steps to resolve the issue. And, you get sent a survey at the end…by which time I was getting a much needed cup of tea so I didn’t see it before it ‘expired’ in ten minutes. Looks like it’s not designed to be easy to get feedback into Telstra.
2023-07-21
App crashes when used overseas
I am overseas for the next 6 mths. I intended to use the app to manage my account whilst OS, including international roaming and the use of day passes. I have decided instead to just use sims from each individual country than rely on Telstra and this useless app. I have just updated and its even worse than before. Previous version at least allowed you to access you services even if it didn’t allow you to manage your bills! I thought the update would fix that, but no….it crashes when you even try to even view your services. As a years long customer, shareholder, and previous supporter of Telstra (which is now one of the most expensive services avalible) I am extremely disappointed by this level of service. I will be changing providers upon my return to Australia, and most likely selling my shares. If this is how a company performs I can’t see much future for them and certainly not increasing share value!
2023-07-04
Not recommended
We had problems for 3 months with internet and I got 4 kids which they use internet and I had to give them my hot spot to use from my phone and I called Telstra and offered me 180$ credits for having not internet. and after that the another problem was my bills come double for using to much internet on my phone plans and I called Telstra and they offer for better service and said to me your area is now got nbn and they said better to upgrade your plans which i did my plan was 90$ and upgrade to 120$ and I wait for 6 weeks with very bad internet on and off . And I still I have to pay for that bad internet service till the guy come and install the nbn and told us Telstra going to call you soon and tell how to make the nbn work we wait 1 week tell someone called us and told us the right way to do it and finally we had internet back and my kids have now access to the internet and now I got I bill for 550$ because I did upgrade to service from 90$ to 120$ and the lady said you going to have one month free and no extra charge now I just called them to know why my bill that much and told me there extra charges for the upgrade which no one told me that . and they told me not showing on the system for 180$ credit and for the one month free which I think that’s not fair at all and it’s very bad service . Thank you
2023-05-16
Deleted the app
Apr 2023 Updated app after months of it failing to work & seeing there was a new version. It sort of works but is thoroughly unreliable. How disappointing you can't even fix it esp when it is how ppl recharge their accounts, pay bills etc. Still one star. Still a terrible app. Don't ask me to contact you. Just fix the app. Why is it so hard for you to do it? 2022 I have deleted this app, because after installing the update it just crashes - even after uninstalling & reinstalling several times. Just going to have to recharge via the browser until I shift to another telco as a non functioning app is ridiculous. Don't ask me to contact you - it is your responsibility to make the app work & from other recent reviews I see I'm not the only one having problems. It's really a 0/5.
Update: Glad to see you've finally made this app actually work though it's baffling why you didn't do it sooner - it's been an unacceptably long time, but at least it's working. 0 out of 5 for app maintainence, and we'll see how well the app goes.
2023-01-31
Pro rata
Because you have taken pro rata away and are now only offering for week billing cycle’s instead of six week cycle. This is why I’m giving you 1 star Because of this, I will not be getting a PlayStation headphones iPad or any other form of accessory through you
Yes I appreciate that you have a four week billing cycle. However, under the pro rata system used to have a four week billing cycle with a two week period period in order to pay it which meant that you had a six week time frame to pay your bill under the new system your billing cycle is four weeks only in other words you don’t get your bill generated on the fourth week and then have 14 days to pay it. You just must pay your bill on the fourth week.
Which means that because you have reduced the amount of weeks that you are able to pay your billing I will no longer be able to buy an Xbox headphones or any other accessories through your company all I can afford is my phone and Internet because that is all I can pay in a four week cycle
2023-01-15
Telstra Needs investigation by all Telstra users
The new Groverment need to do royal commison or investigation in why we can't get service in regional areas I cannot believe that we have to pay for a service that isn't servicing Australia. Even if your paying for a PHONE PLAN. And if someone is to call you it's all from overseas that don't understand our real issues with chooks in the background and wind behind there ear piece. That's if you can even get someone to speak with Eg because they can't reach you in the regional area your complaining about in the first place. Or they drop out of service when they are trying to fix your service. Disgusting I have so much data that's be unable to be used because there Towers are so few and far behind the times . Why are people purchasing so many others items for better coverage? Because we don't get coverage without the extra purchases. It's disgusting that Australia in 2022 you can't get service, customer service, and have to messager service because you can't have Australia customer service. Even if you go into Telsta shops they can't sell you anything as it's all online, So Telstra what are you doing with all the monies millions of Australia's are paying for a SERVICE. South Africa and Bali have better coverage then Australia. Telstra needs to be accountable for not giving Australia's the service they are paying for.
2023-01-04
Great app, but needs a few tweaks
I can’t put my finger on it, but the aesthetics need to be refreshed. It’s very business-y or corporate-y. I would love to see the app updated with some more fun and dynamicism.
My second grief is with the Services tab. I have a lot of services with Telstra which is currently displayed in a long list. I would love to see the option for categories. For example, I go to Services and I can tap on Mobiles and I’ll get a list of mobile services, tap on Internet and I get a list of internet services etc. Even better would be the option to create groups. For example, I could create a group called Wife and add all my wife’s services to that group. It would also be great to pin services of my choice to the Home page. Speaking of the Services tab, I can order the list of services how I like. The problem is that the list never stays how I arrange it. Every time I go to the My Telstra app, the list is always out of order. This is very frustrating.
I have more suggestions, but the abovementioned will do for now. Thank you.
2022-10-16
Thumbs Down
5G whatever that means 123 bars doesn’t matter I can see the mobile tower from my front door then when I run out of credit the app just lingers back when we had to rotate the dollar Tik Tik Tik Tik Tik Tik Tik Tik Tik Tik Tik Tik. Come on Telstra lift your game I recharged all October 15, 2022. Plenty gigabytes left in my bank and I open up the app and it’s still trying to refresh from a day and a half ago, I see just now that you have updated version yesterday. Well I’m not a yeah fortune teller but you gonna tell me that’s got something to do with it prove me wrong just putting Telstra quite disappointing you are the most isolated city in the world you think you’d have our mobile Towers double the Satellite send them past couple more times this way three times higher than everybody else’s take a look in the mirror Telstra i’ve never thrown the phone and destroyed it in at a rage, but every time this app starts to play up, I tell you, it’s very tempting I don’t want answers I want results thank you.🙇🏻♂️😇✌🏻
2022-08-09
Not a happy customer
I am unsure why my bill was so high, when I didn’t pay on time because I didn’t receive a hard copy, as I have requested on 3 separate occasions, you cut off my service without bothering to notify me. After I paid this inordinate sum, I was advised I was then in credit, which to me suggests the original bill was incorrect. I then experienced the same treatment this last week, when you without notification cut if my service. As a long time client, I believe your system is seriously flawed You show no regards for your customer or the difficulty being cut off without notification causes. It’s never intended that I won’t pay my bill, but often your choice of communication results in my not seeing your email, this because it sometimes inexplicably goes straight to my junk file. I doubt my comments will be considered, as they have been ignored previously. I just thought I would try one more time in the hope somebody will understand my plight.
I have now been charged a fee for late payment, which I feel is over the top considering what has transpired to date.
2022-07-04
Complaint
I have been attempting to discuss connectivity issues with Telstra and it kept getting cut off for two weeks. The service had been running on 3 G which made it nearly impossible to make phonecalls with lots of drop outs and inability to communicate with the other person and impossible to use the internet for most of the day.
I complained to Telstra a few times and it took hours, mostly because of reception and then when Telstra liaised it was not timely. Sometimes Telstra took 15 - 20 mins before answering a single question and prolonged chats for 2 hours or more. It wasted my time. I asked several times for a case to be raised and they wouldn’t do it. They kept passing me to other people and wasting my time check the chat!! It’s still not resolved. Then I asked for credit for my trouble and they kept dipping and diving and not giving straight answers .I paid for a service I didn’t get and then Telstra robbed my time by fobbing me off. It’s very frustrating. You’d think they would want happy customers. The whole town of Kununurra is unhappy about the service. The least they could do is credit customers for this months service charge.
2022-06-17
Just provide great internet that’s all we ask.
Stop sending review requests for services that are automated and just provide a decent internet service to Yalyalup 6280 Western Australia 5 minutes from the city of Busselton and still I can’t be absolutely sure I’ll have a day with proper internet service which is why I am paying for a mobile internet and my velocity internet connection. It’s a complete joke that you don’t answer anyones calls regarding the upgrade of our services in our estate and that I have to pay an extra $70 a month for a nighthawk mobile modem just so I can work.
Your services are a disgrace.
On top of that I can’t engage any other NBN service that actually works because you e locked me into velocity and it can’t be changed.
Do your job Telstra and come and fix our problem.
2022-05-10
Absolute trash
Just a sales app from Telstra. It’s clumsy and obviously must be of national or international security considering the number of times my user name, password and number of traffic lights have to be entered. The app is sitting on a password protected phone you pretentious woke clowns. Even my ANZ app has far less hurdles to jump through than your marketing tool. You really are a joke.
So as there is no option to respond to you I’ll do it this way instead. It seems you getting very good at cut and pasting apologies and directing people back to the app or page that caused the problem in the first place to find a resolution. Maybe if you spent more time fixing rather than apologising for your incompetence you might be better off.
Another interesting point is your complaint process. I’ve been directed to two different locations to make a formal complaint. One requires an account number which Telstra conveniently didn’t allocate and the other limits the number of words that can be used. Obviously Telstra suits have determined the best way to reduced complaints is not to improve service but just make the complaint process so difficult that people give up.
2022-05-05
Goodbye Telstra -5 star review
Been waiting 2 weeks for a new modem as the one we have has stopped working, after now spending in total 8hrs messaging back and forth and a 1hr wait on the phone to speak with someone, to only be told my modem is on back order, first I was told 3-5 business days, 5th day after I had to contact Telstra I was told it’s ok it will be delivered within 3-5 business days, now 10 business days in and 2 weekends I reached out again only to now be told your order is on back order and once stock arrives you will be emailed 🤬🤬🤬. I have had to take leave from work as I have to work from home but without internet I cannot work. Thank you Telstra you have destroyed all and any credibility from me your customer. After 10years of being your customer you will now lose me. Starlink will now be getting a new customer. Warning to anyone thinking of using Telstra stay away. This is a telephone company that do not want to speak to there customers on the phone and make it near impossible to reach them by phone, they want you to text a computer and then speak to someone based overseas.
2022-04-10
My Telstra App
Impossible to find impossible to down load...6 days ....,.web searching, hours waiting to get thru to Telstra help, when I get thru I spend 7 hours texting with help line messaging call centre 5 different experts, 3rd day 60klm drive Telstra shop a living human expert has much trouble but eventually downloads it. I type my Telstra I.D but it doesn’t work...many attempts and a few holes punched in the wall later I give up having been well and truly telstra’d. Next 120klms to another Telstra shop another human expert and hour spent trying then says it won’t work on my phone. My phone 12.5.5 Telstra sites says works on my phone and 11 iOS and over! Broken again I give up. The real insult is Telstra adverts and robots telling me to get or/and use the new my Telstra app it’s so easy and convenient! Telstra is the most fraudulent useless criminal over priced and n most hated company in the world. If u have not abused by them them check the millions of complaints on the www. How do they get away with existing?
2022-03-23
App needs to be scrapped
Absolutely worst app by far I have 2 pre paid services with Telstra and every time I update the app it deletes one of the services from the app and I have to spend hours setting up my other service in the app all over again. I tried to do it online thru a webpage but the Telstra website takes me straight back to the app with no possible work around. It also doesn’t automatically add my main phone service to the app.
I then decided to delete and reinstall the app only to have it log me out with no way to log back in without having 2 different phone numbers from my main service one or my account number. Who keeps their account number anywhere these days.
I’m honestly ready to switch to any other telco company because of how many times I’ve had to deal with this same issue, I did try not updating the app and somehow it updated 2 days ago without my input. Useless app not worth the pain. Not even worth one star.
2022-03-14
Absolute garbage
Doesn’t work for help. Telstra (a phone company!) trying to force people away from calling them direct by forcing multiple choices of recorded information hoping users will use the app.m. But it doesn’t work and is just meant to dissuade users from contacting them and accepting their garbage service. Don’t believe their marketing spin , try another telco. ANY other telco!
Update: As I expected from Telstra a bot responded to my first complaint. Standard automated response same way as Telstra responds to almost all its complaints. Go on have a look at them, all pretty much the same “We’re sorry blah blah blah here’s another link so we don’t have to talk to you or pay any attention to your issue.” Pity you can’t leave a score less than zero stars to reduce their average. Note the vast majority of scores more than one star relate to individuals within Telstra shops. Real people apparently give better service! Who would have thought????? Changed my broadband to Aussie Broadband 2 years ago and should have done it sooner. Brilliant service, I wish they did mobiles too. Misplaced loyalty kept me at Telstra. Like I said…Try another telco. Any telco has to be better than Telstra. It’s inconceivable any could be worse.
2022-03-08
Horrible!
Telstra operates as a monopoly- and is horrible. The worst company I’ve ever dealt with. They over-promise and under-deliver. It took six weeks and about 25 phone conversations just to get my telephone service moved to my new home, which was about 1 kilometre from my old home.
You have to deal with one department for phone service and another for internet connection. But wait!!! That’s unless there’s NBN in your area, then Telstra tells you that there isn’t ANY internet available in your area!!!! So, while I was trying to buy a satellite dish, so I could send email, i discovered (completely by accident- and NOT through Telstra) that not only was the Internet available, but my neighbourhood was the only area in town connected with the NBN!!! So you then have to call yet another division of Telstra and get the NBN hooked up. But meanwhile, none of the other divisions EVEN know that the NBN office exists.
Seriously bad. I once told Telstra that all new customers should be given a free angry management course. I stick by that recommendation.
2022-01-31
D Lu - no reply from Telstra
I have had constant problems with my service - the internet was dropping out consistently and there was little Telstra did to help - until finally they said it was an NBN issue and they would send someone from there to help - he came promptly checked the NBN and said no problems there - he then checked the Telstra plug in the wall - It wasn’t working properly and he changed over the plug for me - 1st problem fixed ( by NBN provider no Telstra)
My question is - why didn’t Telstra send some one out - we have had the same cord here for 33 years and not once in those 33 years did someone come out to check the hardware.
I have contacted Telstra and have been waiting for over a month for a supervisor to call - I was offered $100 credit for my trouble
But only received $60 - no follow up what so ever - they keep charging me $15 ($45 total now) for late payment fees while I’m waiting to resolve the issues.
Hopefully someone may read this and get back to me who knows?????
2021-10-12
MONEY DRAINERS
I walked into the Mount Druitt Telstra store and went under a plan for my phone. I went 3 months without being charged for the phone so I went back in to address the issue before having a huge bill dropped on me. They couldn’t find the issue on their end and said I had no payments that needed to be made so they put it under “paid off” and told me not to mention it to anyone and the situation will be slid under a rock. 6 months later I’ve got my braces and car I’m paying off now, so they decide to start emailing me bills, telling me that I’ve gotto start paying and that I should be lucky they aren’t back tracking my bills. From this day on I am getting a monthly bill of $867. TELSTRA IS DISGUSTING…. And that’s coming from a loyal member of 10 years.
I was not offered any free upgrade or accessories for your guys mistakes… instead I get a “you’re lucky we’re not back tracking your bills” or “we’re going to black list you” and not to forget the “pay your bill and we’ll see what we can do but not promising you’ll get anything” Great job Telstra 🥴
2021-06-21
TELSTRA = TERRIBLE
Was on the phone for 30 mins with a designated “business” consultant to port over another one of our numbers to telstra after submitting all our sensitive information I was assured that I would receive the new pre activated SIM card in the mail within 5-7 days, waited a week to week and a half yet nothing called telstra only to be diverted back to their terrible in app messaging, through that was told they have absolutely no record of the account number nor call log history and was unable to help any further all this to think that I was leaving another telco to show brand loyalty to them and 2 that I’m a “business” customer SHOCKING telstra doesn’t care about its customers they’ll just let you run around in circles over days to get a response from any in app support only to be let down in the end
UPDATE -
The very fact it took you in excess of 2 months to even respond to a review and in that a very generic one -shows just how uncommitted telstra is to help. Rubbish
2021-04-12
Questions
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?
2020-11-21
I want to like Telstra but you make it hard
I have been trying to get nbn installed. I was given an appointment date which I couldn’t do (with no consultation). I tried to use the self service functionality which didn’t work and got a “technical problems” message. So then I tried to speak to someone on the Silver customer chat functionality. Well what a disaster this is. It took me 3 days to change the appointment date. What seems to happen is that the person works on your query until they go home and then when you follow up, you get a new person who very nicely asks how they can help you. There does not seem to be any notes or any handover. Surely this is a basic process that would really enhance this process. Luckily I finally got someone good this morning who resolved my simple query quickly. I was about to walk away from telstra. I don’t mind that the chat service takes time - I understand the pressures of COVID. But I hate having to go over the same question over and over again. It should be a simple fix to what is currently a rubbish customer experience.
2020-09-06
Worst chat experience ever
Inspite of the negative reviews don’t see a Telstra doing anything to fix any issues.
I raised a service request through the chat option. The account manager emailed me to reply with my date of birth so that the issue can be resolved quickly. When I did not receive any response I tried to contact them again through the support chat. Please note we are not able to contact them by phone anymore. The response I received was that since it is assigned to an account manager he will call me the next day at my convenience. There was no call the next day. I tried to contact them on the chat again but I was not able to send any messages using this option from my iPhone. So I tried chatting using my iPad. They took ages to look into the issue and still no resolution. They asked for my mobile number before they exited the chat. Now I replied with my mobile number and again the message failed to send. So here I am with my issue unresolved and no way to contact them.
Why have this technology when you cannot support it or fix technical issues.
I think it is time to explore other service providers after more than 10 years and also being a Gold member. No point in paying top dollars for such frustrating customer service.
2020-09-02
Laurence Geraghty
Our company spend $650 every month with Telstra
Our residence/ home office is not on NBN the service is unavailable, we were told at the Telstra store it was 6 months before NBN would reach us. This happened in 2018. Then after several mishaps telstra reps recommended we connect a landline and use ADSL , two months later the line was activated ADSL connected and it failed to operate. I spoke to Telstra business reps who explained the ADSL would never work in our area so I had it disconnected along with the land line. Telstra had in the interim invoiced us $410 for the line and ADSL service , unfortunately my daughter was so fearful that Telstra would disconnect the business account that she paid $410.
I have registered an online complaint , no action from Telstra, my business account manager from Telstra says they cant do anything to assist me, they did sell me extra mobile data to cover our usage in the absence of any other options. Telstra stores wont help us they refer us to the Telstra app. Ringing a fault line connects us to the Phillipines call centre which is a total mind bomb and gets nothing resolved.
Thats it folks Telstra have our money, we don't have a service and there is no response from this giant telco who claim to partner us
Half a star would be too generous
2020-08-25
Frustrating app and service
I try hard to be positive, but my experience with this application and my attempts to contact Telstra to get it sorted have confirmed my decision to no longer be a shareholder. I simply wanted assistance to be able to access bills via the App. Calls lead to automated services that failed to help. I finally got to talk to a person, and as they said they would have to transfer me to another section I cried PLEASE NO. But they did, and it lead to a dead end that dropped out. I tried the chat option twice. On both occasions I was left waiting for a response that never came. These few short sentences don’t do justice to how much time I have wasted trying to make a simple communication with this company. I’m out, as both a customer and a shareholder. I’m embarrassed for Telstra. I try hard to support Australian business. But with all of the communication technologies at your disposal you seem to have lost sight of the human element to sincere, empathetic and timely communication.
2020-08-10
Telstra App (more accurately Telstra load of........)
Each time I log on to this app, functionality I previously used disappears. Today I wanted to manage my account and pay my bill but could only view my mobile number. Whilst I was engaged in online chat with Telstra technician, the online chat functionality disappeared. It is worse than useless. I don’t know why I bothered with it.
Another load of absolute trash. The worst nonsense ever created. Obviously no effective testing done before launching this disaster on to the general public. Now I see I have an unpaid bill going back to July. I know I don’t. In fact I have just paid August’s bill.
If I was managing the project to launch this garbage I would try to switch careers to something easier.
2020-08-05
One star too many
New App doesn’t work at all. For 2 months all I get is “We can’t access your account”. Telstra suggested there may be something wrong with my phone. Pretty funny considering there’s loads of other people who can’t get the new App to work. Luckily I have a laptop so can log into my account through the Telstra website. Would be nice to log into the Telstra website from my phone but when I try it automatically redirects me to the App, which doesn’t work. Telstra needs to remove the automatic redirection to the App OR get rid of this new App and bring back 24/7 which actually worked. A lot of people would be happier.
I also saw someone’s post here how they had been charged twice. Me too. I have a post-paid account but received a bill, which I paid, after changing the account into my name. Then I received a post-paid bill for the same billing period. Took a few hours to get it sorted, being told over and over that I hadn’t been billed twice. I was relentless though and eventually Telstra credited my account for the money I paid for the bill I should never have been sent. As frustrating as it is, perseverance is the key.
2020-08-04
Half a star is overrating this service
I have 2 pre-paid Telstra mobiles which I top up every 30 days and you are taking our money and only giving us 25-27 days of data. Tried to call up to fix problem and get cut-off each time. Tried to go onto the link you sent me on my phone and guess what!! Our Broadband is down AGAIN, and has been reported to you so many times I am now going to the Omnobusman as I am fed up with you or lack of service ....last time I rang to report NBN outage, I waited for 1 and half hours and phone cut-off. Appalling service or lack of!!!!!
Have finally got through to an Aussie Operator (miracles can happen) and got told that if I prepay my mobiles before due date they take it from that date so I am losing 4-5 day per month for paying early. Ludicrous idea and when I use up some credit she gave me I am looking for a better carrier. . Then got put through to NBN to complain about my unreliable service, was told a case manager would contact me in 24 hrs. Way past that time and no call yet. Wonder why I am not surprised. Telstra has absolutely no decent service
2020-08-01
Very disappointed with the customer service
I used to think TELSTRA was the best, until I went to my local TELSTRA shop to get an iPad Pro 12.9 inches. I had an awsome contract that allowed me to call all over the world unlimited, of course didn’t come cheap but my brothers are in South America. The woman that handle my contract that day, told me that I will get my iPad Pro in a weeks time which 4 weeks later I didn’t received. She made me change my plan, and persuade me to even get an iPhone 11 that I didn’t even need. So I lost my contract to call all over the world, and I never got my iPad Pro.
On top of all this misinformation, I call Telstra because i received a text message saying that it will take longer to get the iPad Pro so I decided to call, and one useless woman that works for TELSTRA cancel my order when no one told her to do so, instead of helping me she put me in a worst situation😡 So as far as I am concern TELSTRA is the worst.
OPTUS is way better, I went to an OPTUS shop, and the first thing that the guy did, was to check availability before he can even consider ordering anything something Telstra never did. If TELSTRA did what OPTUS did I will not be complaining and most of all is not way I was going to change my contract for nothing.
2020-07-21
Average app
At random times the app will log me out of my account completely, and although I am able to continue to log into my Telstra account via the Telstra website. However, upon trying to sign back into the app, I have received an error message stating “sorry we are unable to sign you in”.
For the past 5 weeks, I have been unable to log into the My Telstra app. However, I am able to log into my account via the Telstra website.
I have been contacting the support staff via the Telstra app almost daily to be giving empty responses such as the issue has been escalated 3 times, to promising a resolution within 24 hours to being told my account was changed from “limited access” to “complete access”.
After the unsuccessful efforts I have made to contact Telstra via phone (which constantly hangs up on me) and via the app chat To resolve this app access issue. I was told via the chat today that although everything I have located to solve the issue advises customers to reach Telstra via the app, I was told today to find the solution myself and no help could be offered via the app chat to solve my issue.
To say I am frustrated and disappointed with the customer service I have received is an understatement.
The customer service I have received has been extremely poor..
Average app. Average customer service. Thanks Telstra.
2020-07-15
Atrocious
I have been involved in technology for over 30 years and I have never seen such a mess. I wonder if the developers ever have actual users involved when they pump out this garbage. The functionality is basically useless if you try and run a small business which I do. Rudimentary issues like failure to download accounts. Incorrect BPay numbers, and the inability to see all accounts in the one place unless TELSTRA get it right at the back end. Which they don’t. Forget about trying to use their chat service because all you will get is your time wasted. This company used to know how to do things, and I have no idea how they expect to get corporate customers to use their services if they can’t even get their own systems right. When you sack all of your staff outsource to the Philippines and India this is what you get.
Then, you get a “computer generated email” here on the App Store saying, “tell is what the problem is”. Isn’t that what I have just done in everything I’ve said above? Clearly they don’t read any of this so really we are just venting and wasting our time.
2020-06-25
Customer care
Really appalling services in the phone. Firstly can’t get across to them as they cut me off on an automated service saying it’s COVID time. I am a doctor treating patients and see patients quickly. My phone is cutting off and switching off. I am on a package called StayConnected. Called thrice and spoke for 40 min each. Matter not solved. They have messed up some account details and insist I speak to billing which is not accessible to me . The first two guys had no idea what the problem is . They refuse to call back and insist I call and wait.
Overall horrible customer care. Agreed that they have the best coverage but it has gone into their head and they are brutally cold and unhelpful. God help us customers from this service provider who charge the highest and provide the worst customer care service !!!
2020-06-24
Great service Telstra chat/message
I think it is fair to say from my great service experience with Alejandro, on the Telstra chat/message service. I was querying an extra data charge, I had all the right information at hand, & received timely professional service, along with a fair resolution.
I think it’s a case of being prepared, & utilising the most efficient form of technology to get the most timely & professional service level. Cut out the emotion side of it for a second, & get to the crux of the issue without judgement being clouded. I found the experience relatively painless, & thank the convenience of being able to control & monitor my account through the My Telstra app. I will note, I was taught well to remain calm & collected in negotiations & interactions, by the Australian Army. So I can honestly say I’ve found the Telstra staff in-person, & online extremely professional & fair. No I don’t or have ever worked for them, but they deserve credit where credit is due.
2020-06-02
Minus 5 stars
Have been a loyal customer for over 20 years and all they’ve ever done is try to rip me off. The bills that I HAVE bothered to check, they’ve had to recompense me over a $2k to date for their mistakes. At this point, I’m trying to get my Telstra TV box fixed. It’s not been working for 3 months and my messages to them are like butting my head against a brick wall. I don’t work 9-5. I work shifts. I send messages to their “24 hour app” to resolve it only to get a text message back saying their office is closed. This is an absolute joke. But surely enough they’ll still be charging me for a tv box. I’m an emergency health worker, RN, this is absolute CowPoo.
And by the way, this account was in my fathers name and he died 10 years ago. I’ve called you over and over, so many times, to have the name changed. I’ve been into the Telstra shop numerous times to discuss it to fix it. Everyone on your end keeps apologising and assuring me they’ll fix it, but whenever I log in my deseased father’s name still comes up as the account holder. Not a happy customer.
2020-04-08
Unable to download bill from app.
While this update to the My Telstra app takes a little getting used to, it seems, so far, to meet my limited needs except for being able to download pdf bills. Every time I try to download a bill it hits a page that says “oops something went wrong...retry or try again later” but the same message comes up time after time. Tried several times over several days to no avail.
UPDATE: You have asked me to give more details, like what? This is all the information I have and it keeps doing the same... “Every time I try to download a bill it hits a page that says “oops something went wrong...retry or try again later” but the same message comes up time after time with no bill being downloaded. What more detail can I give? OK just tried it on another account and I get the bill downloaded. The other account is a final bill on a previous plan so that may be the issue. No longer concerned.