Telstra Customer Service Issues

I recently received an email stating that my contact details were being updated without my knowledge. I reached out multiple times but received no response. Despite waiting online and leaving messages expressing my concerns, I still have not heard back two days later. In addition, I have been facing issues with the modem provided during the NBN rollout. The wifi button does not turn off, forcing me to switch off the unit entirely. This is not ideal as I need to remain accessible at all times. Despite my attempts to contact customer service, I have been unable to get through. I have received inadequate communication via email instead of a phone call which would be more efficient. A new modem was sent, but it keeps malfunctioning, so I had to revert to using the old one. I would appreciate a call to address these ongoing problems as emails are not resolving the issues.

After the passing of my wife, I made the decision to cancel our account with Telstra and requested a new one in my name. Despite multiple attempts, the new account was never activated as requested. Telstra continued to bill under my wife's name, who is deceased. Frustrated with the situation, I switched to Optus six months ago and opened a new account with them. I am now receiving bills from Telstra for an account that was never activated and has not been used since I switched to Optus. I kindly ask Telstra to remove any reference to account 2[redacted]01 from their records as it is inactive, and I am no longer a Telstra customer. Thank you.

An elderly individual is facing issues with his landline being disconnected by Telstra as he preferred not to switch to NBN. However, he now struggles with using a mobile phone. Despite having NBN boxes in his home, they have not been set up. He values the landline for emergencies but lacks photo ID to visit a Telstra store or phone them due to missing information. It is essential to resolve this promptly as he has been without a phone for 3 months. The person seeking help for Barry Charles Leighton, born on 10/03/[redacted], residing at unit 1, 44 Maclachlan St, Maclean NSW [redacted], is his home care coordinator. Efforts to contact Telstra on his behalf have been hindered because she is not listed as his spokesperson. Additionally, a mobile phone was purchased for him, but due to mild dementia, he struggles to remember to charge it.

I recently lost my debit card and tried to update my details over the phone. After waiting for 40 minutes with no response, I suggest hiring more staff to answer calls promptly. When I tried to log in online, my username and password were not accepted. After attempting to change them, I encountered issues receiving a new password. Despite being told to wait 10 minutes, a day later, I still had not received anything. Optus, like you, is unreachable. If you do manage to answer calls, please consider using Australian voices for better communication. I usually pay by standing order, but now request paper bills since you are difficult to contact by other methods. Having an email address for customer service would improve communication, as other channels seem ineffective due to high Telstra costs. A service revamp is highly recommended.

Hello, I recently received a bill from Telstra for internet service, but I am currently with IINet, not Telstra (my previous Telstra account number was 2[redacted]3 [redacted], and my address is 20 Sable Court, Ballajura, WA [redacted]). I switched to IINet a few months ago as my internet service was disconnected by Telstra. Therefore, I do not have any outstanding balance with Telstra (you can confirm this on your network management system). Please cease sending me incorrect bill statements and any other credit service offers. I am confident that I have cleared all dues with Telstra. Please be informed that I attempted to contact Telstra multiple times before switching to IINet, but was unsuccessful, hence the change. Thank you, Nghia

I contacted Telstra to explain that due to severe medical issues and recent medical expenses, I couldn't pay my Telstra Account until tomorrow, Monday, 10/5/[redacted]. As a pensioner in Regional NSW, I reside in the Maria State Forest at Crescent Head. Last week, I incurred additional expenses visiting two specialists in Sydney: a Brain Spine Surgeon at St. Vincent's Clinic and an Autoimmune Specialist at Royal Prince Alfred. Although I arranged a direct debit payment for tomorrow, it's dependent on my phone service being active. Despite my notification requesting until the 10th of May to settle the bill, my phone has been disconnected. While I provided a letter from my former doctor a few years ago, the technician who visited mentioned it wasn't on record. Over the past 18 months, my area has faced fires, floods, and evacuations, adding to the challenges of my acute medical conditions such as diabetes, polymyalgia rheumatica, and severe arthritis. As a 77-year-old caring for a young woman with an intellectual disability on our isolated 26-acre bush property, having my phone service reinstated is crucial for safety and communication.

I recently purchased a new phone and noticed an additional charge of $24.14 on my bill. The charge consists of a Telstra Upfront Data Plan Extra Small for $15 and a Samsung Galaxy Tab A7 32GB Grey for $9.14 per month for 36 months totaling $[redacted]. I only intended to purchase the tablet, expecting it to cost around $[redacted], not $[redacted]. Additionally, I seem to have acquired an extra phone number, [redacted] [redacted] [redacted], which I am unfamiliar with. I would like to cancel the extra data plan and return the tablet if it will continue to be charged at the higher price. I appreciate your guidance on resolving these issues.

I have been attempting to contact a landline number on the Central Coast from Sydney all day. When dialing 02 4[redacted], the call only rings a few times before a voice message instructs me to hold for a transfer to an unknown phone. After a brief silence, the call disconnects, and I hear an engaged signal. I am unsure if this issue lies with the phone line, the target number, or a technical malfunction. I am interested in finding a way to relay a message to the intended recipient.

Hi, I'm William B. I contacted your service to obtain an eSIM for my new iPhone. The representative provided me with a mobile number and instructed me to scan a QR code sent via email later that night. It was for a prepaid account with the mobile number 0[redacted] 93. I provided my driver's license number and date of birth. However, after receiving emails, I couldn't access the service as I didn't receive the QR code. When I called today, I was informed that the initial representative didn't complete the order. I'm disappointed as the new representative couldn't resolve the issue immediately. I hope this matter can be resolved promptly. These oversights shouldn't happen in today's tech-savvy world, especially considering my health issues and age.

Hello, I am currently experiencing issues with my mobile phone while I am in Madrid. Since August 10th, I have not had any service on my phone. This means that I am unable to receive my one-time pins for My Gov and my banking needs. Even though roaming was switched off last year, I was still able to make calls to Telstra at +61 [redacted] [redacted] [redacted] and receive SMS messages from certain contacts. However, after upgrading to Telstra Plus, I have lost service on my phone. I remember that in the past, service was maintained even without roaming through Telstra's international network partners. I would greatly appreciate it if this issue could be resolved.

I am currently in the process of trying to secure a car loan through Mazda. However, I have discovered a $[redacted] debt collection item on my credit report dated June [redacted] from an undisclosed telecommunications provider. The agency handling this is Panthera Finance, but I have not been contacted by them regarding this debt. I have consistently used prepaid phone services and do not recall having any outstanding payments to Testra. Could you please review your records from [redacted] to confirm if I indeed had an account with you? Additionally, I would appreciate it if you could provide a letter stating that I did not have any outstanding debts with Testra. Thank you for your assistance. Best regards, Emily H.

Hello, approximately two weeks ago, I contacted Telstra via phone to request a conversion of a portion of my credit to data. However, this conversion has not reflected in my account yet. Consequently, $[redacted] credit was deducted without receiving the corresponding data allocation. I am seeking assistance on how to recover the missing data and effectively utilize my credit for data before it expires. My account number is [redacted], related to my Telstra Elite dongle Wi-Fi service with the mobile number [redacted]. The current plan is the Telstra Pre-Paid Mobile Broadband Go, set to expire on 2/4/22. I am interested in converting more credit to data to avoid additional purchases. Any guidance is appreciated; otherwise, I may escalate the matter to the Ombudsman in Australia for resolution. Thank you for your support. - Lisa T.

Dear Customer Support, I am Robert Alfred Weber, and my wife is Eleanor Irene Weber. Our account number is [redacted]. I have previously attempted to cancel our landline and have it transferred to our internet provider, activ8.net.au, through online chats. Despite being informed the transfer was successful, we continue to receive invoices from Telstra for a service we no longer use. The repeated rejections of the transfer by activ8 have left us without a working landline for over two months, impacting our ability to communicate given our health issues and unreliable mobile service in our area. We have tried to address this issue by setting up a VOIP phone with our internet provider for cost-saving reasons. We urgently request the termination of our landline account and the swift transfer of our phone number to activ8. Our past struggles with service outages and the inconvenience caused make this resolution crucial. Your prompt attention to this matter is greatly appreciated. Sincerely, Robert Weber

My chat reference number is [redacted] 07/10/21. Earlier today, I was inquiring during an online chat about affordable mobile phones for seniors with a QR code included for today's sale. The expert recommended the Samsung A12 Galaxy for $55 plus $67 for the phone. With my current Wi-Fi bundle at $80, the total cost would be $[redacted] for internet services. They provided a link to contact my nearest Telstra shop in Burwood, NSW. Unfortunately, after the chat ended, I accidentally lost the conversation when trying to save it by clicking the +( bottom LHS) option. I'm wondering if it's possible to retrieve the chat and have a copy sent to my Bigpond email address. Thank you, Stephen C. - DOB 18/07/38, residing at 63/18 Margaret Street, Strathfield, NSW [redacted].

Hello, I have two accounts listed below: - Account number: [redacted] [redacted] - Account number: [redacted] [redacted] We had previously canceled services for both accounts and received adjustments accordingly. I am looking to understand how the refunds will be applied and to confirm that the accounts have been deactivated. It is important to note that we no longer have an office in Australia for a few years now, and we are managing this matter from Singapore. Kindly respond to me via email. Thank you.

I am a Boost Mobile customer currently stranded in New Zealand. I need to receive text messages to access verification codes via SMS, particularly for my Australian vaccination passport. I understand that Boost does not offer roaming in NZ, so the options provided were to either have a new sim sent to a relative in Australia for activation or to send my sim from NZ to Australia. I opted to send my sim to Australia for ease of process. However, upon testing the sim in Australia, it only showed "emergency calls only." Boost suggested the sim might be faulty and sent a new one to my brother in Australia. Despite activation and waiting, the new sim still does not work for calls or texts. Boost and Telstra have not found any issues on their end. I confirmed the sim serial number with Boost, which matches the one in the phone. I urgently need my phone to work to receive SMS codes for my vaccination passport to return to Australia. I believe there may be an issue on Boost's end causing the problem.

I have been dealing with a persistent issue regarding my landline phone service. The problem was reported to Telstra on 25-11-21. They mentioned it would take 5 days to send someone for repairs. The phone was fixed on 30-11-21. Unfortunately, the service only lasted two days before failing again. I contacted Telstra again on 3-12-21 and was informed that repairs would be scheduled for 8-12-21. The continuous downtime is frustrating, especially since communication is challenging when dealing with overseas call centers. My wife and I, both in our eighties and living remotely, rely on our phone. The situation needs urgent attention, or we will escalate it further. Regards, John F Peel - Phone No [redacted].

I have been stuck overseas due to covid travel restrictions for a few years and recently lost access to all my accounts. To recover them, I need my old Telstra number, [redacted]. Can you confirm its availability and reserve it for me? Since I cannot collect a new sim card while overseas, I've explored options like eSIM, but I am unsure if my device supports it. I have created a Telstra developer account to receive texts via API, but I need guidance on how to link my number to that account. If eSIM is not an option, could you suggest alternatives like VOIP or SIP to receive texts from my number while I am abroad? Your assistance in this matter would be greatly appreciated.

I am experiencing continuous dropouts with my Telstra NBN internet connection. Although the taskbar shows it connected, it frequently disconnects. I have attempted troubleshooting measures but to no avail. Despite resetting the modem, the problem persists and has worsened over the past few weeks. Speed tests reveal inconsistent download speeds fluctuating between 29 and 16 Mbps every 10 minutes. This instability is unacceptable as it hinders tasks like accessing Outlook via webmail. When the connection briefly resumes, it lasts only a few seconds before disconnecting again, occasionally staying stable for 10 minutes.

I reside in Fingal, Victoria and have been experiencing extremely poor internet connection for the last two months. It's even worse than old dial-up services. Despite paying for internet from Telstra, I can hardly stream any online programs on my Smart TV due to constant buffering. The service in Fingal and St Andrews Beach is unacceptable. I am looking for a solution to improve the Wi-Fi connectivity. I am curious if Telstra offers a Booster Modem for such situations or if the problem lies with tower coverage in the area. Could the issue be related to the high number of tourists using the internet in this popular tourist destination? I am dissatisfied with the service I am receiving and would appreciate it if Telstra could address and fix this problem promptly.