Telstra NBN & customer service is a disgrace!

So recently I switched from optus to telstra NBN last week because Optus speeds were terrible at night and constant cutouts, my idea was that telstra has the best speed and most professional service, and boy oh boy was i wrong. now i see optus customer service as angels.

firstly when i called them to signup for the $90 month plan, they included a free 100mbps speed pack in my deal (to get me to sign up), 3 weeks later after having my service activated im still not getting the speed pack. i called them about 15 times and a combined on phone time of around 4 hours. finally one of them told me that the guy who signed you up was not allowed to give that speed pack for free so we will not be including it, i told them that is a breach of contract as it was im my contract and if its a mistake it is from their side so they should honor it, than they hung up.

i called back and they knew who i was from my number, so i was saying hello, and the other indian guy on the line said hello, than i heard some chit chat in the background in indian, i think it was the last woman talking to me, she was filling him in on the situation, after that he kept saying hello hello sir i cannot hear you,(which was clearly bullsh!t as he could hear me) clearly and he was playing dumb to hang up again, so he kept saying that than he hung up. what a disgrace kind of service.

i called again and went through their terrible bot service which you need to put about 8 to 8 options until you get to speak to a real person, this time i chose the route of cancel service, and what do you know, i hear an aussie voice this time, its funny how they put someone who can speak English as the last line of defense to not get you to not cancel the subscription. i filled him in on the situation and he game me the regular textbook im sorry to hear that bullcrap, this time i thought i was gonna have my issue resolved as the bloke told me that yes the speed pack will be included for free and will activate within a day. now it has been 2 days and still no speed pack, infact im getting 20mbps speeds now, so it was more like a downgrade of my 45mbps 2 days ago.

i was thinking about cancelling the service (as a breach of contract) funnily enough they have already sent me a bill too for 189 dollars, for two months in advance and i got their internet 4 days ago..

so just venting off and trying to see if anyone here had a similar experience with telstra or any other @asshole teleco?

Im thinking of getting aussie broadband now, but than i saw a deal posted on here called superloop which is 70 bucks a month, seems pretty sweet, would anyone know how does these 2 compare in terms of night speed and congestion, customer service?

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Comments

  • TLDR

  • If you are on 12/24 month contract you should be able to break the contract without paying any fees as you aren't getting the service you were promised.
    Could always get in contact with the TIO for assistance

    • i am actually on the month to month

      • Try hopping onto a live chat with them, generally they are 'helpful' over the live chat.
        Just say you are wanting to cancel as you aren't receiving as promised and you were charged 2 months in advance.

        The $189 could also be the modem and setup fees as you are month to month - these are normally waivered on 12/24 month contracts

        • thats another thing, in the contract they said no sign up fee or modem fees..

          • @striker5950: If you have proof of that hop onto a live chat and send screenshots. If they refuse in any way just go to the TIO

        • use telstra 24/7 Live chat, they have so much more power.

  • +1

    You lost me after "So"

  • -1

    They did the same shit to me, Telstra and the private sector are a disgrace.

    Don't bother "negotiating" just make a TIO complaint.

  • +1

    If I was you I'd go Aussie broadband you might get a referral to save money from Ozbargain users think there is a special page for that not sure.

    • ^
      Can't comment on ABB's quality but they have a 1 month free trial offer going at the moment

  • Member since 2010 and had the idea that Telstra offered the most professional service. Geez, some people! To rub salt in the wound, there's a plethora of information on Whirlpool to make an informed decision when choosing an internet provider.

  • I had a similar issue with Telstra when I got cable 3 years ago.

    They locked me in on one plan with "bonuses" only for them to be taken off about 6 months into the 24 month plan

    Man I enjoyed telling them to shove it when NBN came into our area and I swapped to Aussie Broadband. So far they have been great

  • deleted. looks like OP just copy and pasted from https://www.ozbargain.com.au/comment/7842422/redir

  • I left that comment yes and I copy pasted my own comment, it was left in a internet provider deal that I am considering to purchase. What’s the problem?

  • +2

    Something doesn't seem right? You go from days to weeks and back to days.

    So recently I switched from optus to telstra NBN last week.
    3 weeks later after having my service activated im still not getting the speed pack.
    I got their internet 4 days ago..

    So you plan on contacting them for another 2 weeks and a bit for a total of 4 hours? :P

    Telstra pretty much refuse to put people on 100Mbit/s until month 2 or 3 unless you are on FTTP. Even HFC has to wait even though there is no line speed.
    This is apperently due to people signing up and not getting the speeds they paid for then taking them to the TIO or fair trading/ACCC. Smaller providers don't have that problem and will do it straight away.
    Do line monitoring and then adjust prices at the end of the billing month or let out of any contract if they can't supply it.

    If you are on month to month then basically you have no contract. Just say you want to cancel and ask for a return label and where to send the smart modem to and anything else.
    Then sign up with whoever and move on with life.

    • ok i can see how that became confusing, so i called them to switch over 3 weeks ago, and they said it usually takes 3 weeks to get their internet from the day i sign up, so you get put on this temperory internet service (what they called it) and only 4 days ago it officially got activated (via email and they called me to let me know) that its activated today.

  • Op

    I work for a Telstra. Send me a TL:DR and I’ll see if I can sort it out for you, and also username

    • Not all heroes wear capes, although I haven't seen supasaiyan in person so there is a chance.

      Also it seems on these forums Telstra employees seem to want to help out people, which is great for us :)

  • With Telstra the Online Chat is the best way to reach them

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