To whom it may concern,

I am writing this letter to inform you that I have moved from Chermside to Kedron last week and during this week 5 times I called to Telstra and 2 times I went to the Telstra shop in chermside asking them to transfer my telephone number to my new place, unfortunately they did not so far, I am wondering should I change my acount to Optus or it is possible to transfer my previous phone number.

( my number was 3359 4246 )

I will be greatful if you advise me as soon as possible.

Thanks

Bita

PART OF A LETTER TO TELSTRA

To whom it may concern,

I have been a customer of Telstra for almost 12 months in North Queensland. In this time I have lived at 3 different addresses and have had to spend many hours on the telephone rectifying your mistakes every time that I have moved house.

Broadband was always a problem, every time it took longer than I was told it would to connect. On the latest move I had to spend a couple of hours on the phone going through setups and then re-installing software that worked fine when I switch off the P.C. at the previous house just to get to the next step of an engineer being called out. It took the engineer many hours to rectify the problem after I had been told that I had Broadband connected!!

I have visited Telstra shops on several occasions for many hours to try and rectify your mistakes. Days after most of the visits I have realized that not a thing had changed and that I had completely wasted my time.

I have enclosed the latest copy of a credit that I have been receiving since my last move in April, this was for a dial-up connection that I was given for free and then charged for while my Broadband connection was being repaired. I have telephoned previously to have this credit added to my one account but it has obviously not been done.

When I moved to my latest address my wife and I realized that our mobile phones were quite useless, we had to walk down the garden to have any sort of reception. Next G phones were being advertised with free Blue Tooth headsets and my wife called to order 2 new mobile phones with the headsets (THE FIRST MOBILE PHONES ACTUALLY SUPPLIED BY Telstra. WHEN WE ORIGINALLY SIGNED UP WITH Telstra WE USED OUR OLD MOBILE PHONES AND ONLY TOOK 2 SIM CARDS). On our original contract my wife and I could chat to each other for free for up to 3 minutes but I noticed after checking my online bill that we were paying to talk to each other. I phoned Telstra when the contract was about 5 days old and was told that I had to change to a cheaper contract to renew the facility of my wife and I being able to chat for free on our mobiles again. This, I was told was well within the cooling off period of the contract and that I would not be charged anything for changing to the new tariff. On my next bill I was charged $1,869.10 and my wife was charged an additional $65.11 for CONTRACT CANCELLATION FEES. I spent several hours over the next couple of weeks trying to telephone Telstra and rectify the mistakes. One time I spent 55 minutes on hold and then was told that I was through to the wrong department, when I asked your employee if he could forward the recording of our conversation to his superior he said NO!!! 'You have the wrong department'!!!

WE NEVER RECEIVED THE FREE BLUETOOTH HEADSETS!!!

After a few more days of calling Telstra I finally spoke to a Telstra employee who could put things right. I was told that the $1,867.10 would take a while to credit because he had to request a supervisor to credit this large amount but the $65.11 would be credited immediately.

I have also wasted a lot of time replying to emails requested the sender telephone me and resolve this matter. On one of these rare occasions my mobile rang while I was driving, by the time I pulled over my phone had gone onto messaging. I tried to phone back the caller for 30 minutes but the number was constantly engaged. I also received one call on the land line asking me to phone and wait in a queue for ages!!

After I had spoken to the helpful employee and wishfully put right your mistakes I noticed that for the next few months $65.11 was still being added to my wife's mobile account for a contract termination. This has been credited after each phone call that I made to Telstra but the $1,867.10 is still outstanding.

I want to try and register my mobile but everytime i ring up they say something like there unavailable please try again later oh my gosh like what do i do

Stop whinging and just call 132200 and lodge a complaint, it will get delt with ya big sook..

Everyone knows that Telstra is rubbish. I live in Alice Springs and you can only imagine the fun and games we have with Telstra here, my own story is way too long and sad to go into. 
Frank , however has character. Go Frank!
If you can get Optus (we can't) go for it at least it will put a tiny dent in Telstras max profit min service profit policy.

you never know what you are going to get with Telstra until you receive your first bill, and by then the cooling off period is long gone. i have been with Telstra for 12 years and will be ending it in 6 months when my contract is up. not once in 12 years have i received any kind of bonus for loyalty, in fact the opposite. vodafone and optus give you a bonus for joining up and a bonus phone just for staying 12 months!!!  
one contract i was on with Telstra last year cancelled the internet connection to those phones less than half way through a contract, when i rang to question it they assured me it would still work,. when it didnt work and i rang to say the plan and phone i picked where based on the internet connection they said oh that shouldn't have happened, would i like to go on the new internet one? i said the one that was just cancelled was the 'new' internet connection of the day, the i-mode. they said they will give me a $200 credit. how many good phones with internet access have you seen for $200?
in December i was contacted by Telstra to suggest a new plan that was better off for me. the new plan doubled the call rates therefore when i rang to complain they said the best plan for me was the one above it!! i said surely you took into account the cost of calls when yu suggested the new one? no. they are the big company with all the power and we are just the little people complaining. perhaps they should increase their rental fees for line rental to the other carriers so they can treat their own customer well!!
can't wait to see them go down because of lack of custmer service and the most expensive carrier.
Lisa

We have been unable our new business to trade as most of our sales done by eftpos and internet. We have been waiting three months to have a fixed line connected to new buildings which were wired up during construction , and have just been informed that we have to wait another two months before they can do it. They gave us a intrim service with a satellite phone which they installed at the wrong location 100 km from our business so that was a big help. We have lodged oficial complaints with Telsra but are still been fobed off. Staff we had engaged to start three months ago have been lost to us. It is hard to belive the stress and the loss of income and many hours on the phone trying to get such a basic service . Our business is located on the Princes Hwy in a town 1,600 people not out the back of Bourke . Ian Goldsmith - Rosedale Victoria.

The CSG is a joke! We claimed after Telstra took 6 weeks to install a new connection in an urban area where there had been a previous connection (service guaranteed within 2 days!)
The first tech they sent lied and said the connection we wanted (ADSL2) wasn't available in our area. It took several weeks to get another tech who tagged in the wrong pit. Telstra then claimed we had a working connection and refused to attend until I threatened to bring a TV cameraman to photograph the wires hanging out of the pit, at which time they finally conceded and finished the job. Their reports to the TIO claimed the delays were a result of "customer not ready - not lead-in" - a blatant lie - and said a fault report was "faulty socket" when in fact it was that they left the wires hanging in mid-air. Ultimately, the TIO accepted their lie that this was a "Churn" so the CSG didn't apply, and another lie that they had already paid $268 compensation (actually, they paid $68. The rest of the credit referred to was reversals of overcharges on an unrelated service)
The dishonestly in Telstra is a national disgrace. I suggest anyone dealing with them record all phone calls and force EVERY attending technician to sign YOUR statement (not their cryptically worded techno-speak record) of what occurred and leave it with you as proof. YOU WILL NEED IT!

What a kind site, somewhere to complain about Telrsta, just what Australia needs.

Will writing here make me feel at least a little better about Telstra's incompetence, the continued problems, the continued need to call and recall to have a problem fixed until so many accumulate that I feel I really am not up to it today, maybe tomorrow. Sometimes you get someone who knows what they are doing, and things get fixed. Sometimes it just sounds like they know what they are doing. My phone does not work again, for the 5th time in a couple of months. Telstra makes a fortune, as even 13 numbers fetch a high price from a mobile. Last time they told me all my mobile calls would be charged at land rates during the time the landline was out, then they charged me for some and not others, $50 worth. I wrote to them, they write back and say how sorry they are but I must ring the credit department, not write. There is so much wrong, so many little things with every bill. I dont want to be on the phone while they 'just wait for the page to load' or whatever for each thing. What I want is for someone competent to deal with their mistakes. But getting someone like that is like winning the lottery it seems. Telstra is all down hill from what I can see and surely their big profits cant go on at least from their own customers, when there customer service and billing is in a complete shambles. Still, stupid me, like a sheep paid my bill, well I wouldn't want to get disconnected, would I even if my phone line doesn't work.
By the way I have the Ultimate package, you know the one where you get all the free calls if only your phone works!

PLEASE RECORD THE FOLLOWING INFORMATION:

1) MR L PARKIN HAS NOT RESIDED @ THIS ADDRESS IN EXCESS OF SIX YEARS! 

2) MR PARKIN'S ADDRESS - UNKNOWN!

3) ACCOUNT NO. 780 0987 400 INCLUDING BILL NO. A324 753 191-1 = $2.06 CREDIT!

4) AS PREVIOUSLY ADVISED, I REFUSE TO RETURN ANY TELSTRA MAIL ADDRESSED TO MR. L. PARKIN.

5)AS A TELSTRA SHAREHOLDER, AGAIN I EXPRESS MY DISTAIN - WHY DO YOU PERSIST ATTEMPTING TO CREDIT $2.06, IN EXCESS OF SIX YEARS.

6) WHY HAVE TELSTRA EMPLOYEES NEGATED ALL MY PREVIOUSLY PROVIDED INFORMATION FOR MORE THAN SIX YEARS?

7) PLEASE, STOP SENDING A $2.06 CREDIT: STOP WASTING MY TIME.

8) STOP WASTING 'PRECIOUS PAPER': POSTAGE: & LABOUR COSTINGS THAT HAVE INVOLVED IN EXCESS OF SIX (6)YEARS TO CREDIT MR L. PARKIN $2.06.

9) STOP WASTING SHARHOLDERS MONEY: POSTAGE COSTS ATTEMPTING TO CREDIT $2.06 IN EXCESS OF 6 YEARS IS RIDICULOUS.

10) STOP AND THINK PLEASE. A $2.06 CREDIT TO A PERSON THAT HAS BEEN UNTRACEABLE IN EXCESS OF 6 YEARS WASTES EVERY PERSONS' TIME.

DO NOT POST ANY MAIL RELATING TO MR L. PARKIN TO THIS ADDRESS.

Most sincerely yours,

M. R. and V. C. VANCE

With the exception of an ofer of free telephone calls, line rental, broadband and mobile calls I would never entertain availing myself of any Telstra service.

I used telsra services, as i have bipolar and had a manic episode i ran up bills and alot of commitments. I spoke to the mental health legal team too see how they could have helped. Telstra charges were $2800 for 2 months while for 3 weeks i was in hospital. They were the only company whom did not let me out of the charges Telstra treat people with mental illness like dirt i hate them. My breakdown cost me $20,0000. Radio rentals, virgin, and other larger companys helped me. I am now waiting to go onto Today Tonight. Im not some loony i run an IT business am married and with a child. I have heard sooo many bad storys about Telstra its not funny.

telstra called me 13months ago and asked me to switch to telstra. well i must have been a little off that day. I said yes! The lies they told me to get me to switch were exceptional.
It is now 12 months since I switched and I have had nothing but problems. I have been on hold that many times. The most fun was being on hold just before christmas 2007, trying to get internet and mobile connected in time for christmas. I was not successful, but being on hold for 4 hours in one go was very funny! If I had not laughed I would have cried!
In twelve bills I have not had one that is correct, so each month I call telstra and or bigpond.
this week I celled monday was on hold for half an hour then got hung up on. called back, waited another half hour and was promised someone would call me back Tuesday. 
By Wednesday afternoon I was over waiting for a call back, so called upo and waited on hold, everyone was in a meeting........... I will have them call you back when it ends..... so Wednesday nite is here and I still have not been called back.

IF you have problems; ring the TIO (Telecon Industry Ombudsman) or email them it is THE solution!

Telstra.......if you want to cover all emotions....laugh, cry, anger....sign up with telstra.

I am sick & tired of their calls to ...Please Come Back...we now have a lot to offer.

Your best offer will NEVER be good enough. If all companies operated as you do pity help us all.

The lies...the promises...the incorrect bills every month...you are a JOKE...Give up.

JH

I have a list of horror stories about Telstra. Briefly, after my husband died last September I informed Telstra and asked them to cancel his mobile service, an additional residence service and a few other issues. I've sent six letters, spoken to 13 consultants (who keep transferring me to yet another consultant all of whom say the issues have nothing to do with them). I've tried on several occasions to resolve the matters at a telstra shop. They don't respond to my emails re an appointment. They don't answer their phones (three pnone calls) and they don't respond to the messages I leave on their machines. I've always been polite, if a little frustrated.

I'm off to the ombudsman.

TC

frank you are a TELSTRA employee, Simple as that.

I've spoken to so many 'consultants' who have redirected me to other 'consultants' when I asked to speak with a manager or team leader. I've been hung up on twice.

My mobile was disconnected because I didn't pay a bill. A bill I never received. Why? Because somehow my billing address was lost in translation when they upgraded their system, I was told. No warning, no SMS, just disconnect.

I was told it would be reconnected within 24hrs. What?! Its my business phone! As a consultant I rely on this phone.

24hrs later its still not connected! 

More phone calls, more pain, more hangups, more useless, unhelpful idiots.

Absolutely useless.

I’ve just moved into a newly built house, got a new number and am running a business from home. I spent nearly 1,000 on business cards and stationary displaying the new telephone number, only to find out less then 10 months ago the number was used by a local newspaper. You can imagine the amount of calls I get every day from people asking to advertise in the newspaper which has moved less than 10 months ago.
After several hours to Telstra all I got was to phone the white pages and yellow pages and get them to remove the number from their websites and publications. They said they had no idea the number was recently associated with a newspaper and that they couldn’t do anything. Oh and after insisting on speaking to someone with more authority, I like many others on this blog got HUNG UP ON!!! yeah good policy that TELSTRA!!!! Hang up when a client asks to speak to someone higher up!
So I’ve got the problem of the phone ringing numerous times a day asking for newspaper advertising, I can’t change the number without loosing nearly 1,000 in business card and stationary costs and ontop of that I’ve just got slugged 299 for a Telstra guy to come to my house (he lived local) and spend less than 10 minutes connecting the phone cable hanging out of my wall to a phone socket. Yeah I can fully see that was worth 299 for connection.
Good luck to anyone else out there dealing with them.

Just spoke to this lady Anit at Telstra regarding a new connection..and she sounded like she had a massive fight with her partner before coming to work ...and was pouring out her frustration on me ..if you happen to read this Anit ..lady you need to change your attitude..if you want respect ..you need to respect others!!! and leave work at work and home at home!!!!!!!!!

She was terribly rude..had no sense of customer service what so ever..and sounded like an english teacher!!! Except the sales team who are really nice to lure you to buy their products and services..the rest of the customer service sux at Telstra ..

Canceled our land line with Telstra after 42 years because of there attitude to customers.
Couple of weeks later they rang asking why and I told them in no uncertain terms (1)that when we ring with a problem we get someone in another country who dose not speak English let alone understand our way of using it (2)They tell lies I.E The woman who rang and ask me to reconsider told me there were no call centers outside Australia WRONG.She ask "if we can do a better deal than the others will you come back? 
and I told here if I had an option the mobile would be going somewhere else as well because they had 42 years to offer a deal but it didn't happen so stiff titties to you

Moving home? Telstra makes it easy? I don't think so - it took me 45 minutes on the phone to organise a simple change of address! What a disgrace this customer service is to this great country. 

telstra are so frusterating i am stil on hold its been an hour 15 mins and i havent spoken to a single person, just to stop message bank. its going to cost more in time and effort than it is to just pay for message bank :/ 

Dont know what some people are complaining about but I rechon my story would lift the eye brows of most people.Have made two applications for new connections in six years.The first took two and a half years and the second application is just a shamble.Have dug the trench three times but telstra has not showed up for their apointment.You should hear some of the excuses and I am sad to report that it is a total waste of time reporting the matter to the Ombusman or any of the telstra type organisations for complaints.I have seen first hand to excuse they use that the customer is not ready and telstra must be reminded that it is blantently obvious that they are simply not up to the job of suplying the service in the time frame as per the Customer Service guarantee.HOW COULD THEY SUPPLY A SERVICE WHEN IN MY OPINION IN MOST CASES THERE IS NOT ADEQUATE PHYSICAL WIRES IN THE GROUND FOR NEW CONNECTIONS DUE TO YEARS OF COST CUTTING IN ORDER TO REFLECT HUDGE PROFITS.ITS ABOUT TIME PEOPLE SPEAK UP.