Telstra Customer Service Issues

After the recent heavy rain, the light on my Telstra NBN smart modem turned from green to blue. This has been a recurring issue since the dial-up days. I usually contact Telstra in these situations, and a technician discovers that water has infiltrated a pit in the street, causing the problem. Despite previous fixes, the issue persists after each heavy rain. The NBN rollout did not upgrade the pit equipment, using the same old connections. Telstra sent me a text to visit fix.telstra.com or tel.st/75wrx, but these solutions have not been effective due to my slow internet speed. I am frustrated by the connection issues, considering I have a contract with Telstra for reliable service. I hope for a quick resolution to enjoy the service I pay for. If the solution is within my control, please provide simple instructions. Best regards, Brian C.

In early December, I purchased a Wi-Fi connection device for $15 to use with my laptop during my travels in Tasmania. In January, I visited my nearby Telstra store to cancel the service. Unfortunately, I was informed that I would have to wait for 2 days to speak with a consultant. As I couldn't return due to the COVID lockdown, they advised me to cancel the service through the Telstra My Account website, which I promptly did. Recently, I received a text message from Telstra stating that they charged $15 to my credit card account again. I kindly request the cancellation of this service and a refund of the $15 to my account. Thank you.

In December, I paid $15.00 to activate my Wi-Fi access dongle with the deduction appearing again in January. After seeking to cancel the connection in January due to double charges, I faced delays at my local Telstra store and was advised to cancel online. Disappointingly, despite canceling, I noticed another $15.00 deduction from my account. I received a receipt (TTi[redacted]0) and am now requesting an immediate cancellation of this charge and a refund of the $15.00. I appreciate your prompt attention to this matter, as I have already spent nearly an hour waiting on the phone to resolve this. Thank you. - Peter E.

I am currently experiencing difficulties accessing YouTube on my Hisense Smart TV since Friday, 18 February [redacted]. I reached out to Hisense for assistance, and they walked me through adjusting the settings on my TV. It appears that my Telstra Wifi connection was disconnected. The Hisense technician guided me in reconnecting the TV to the Wifi to resume watching YouTube. I tried entering my Telstra Wifi password (all lowercase as indicated on my Telstra card) which is associated with the Wifi Name "Telstra [redacted]." However, after multiple attempts, I received a message stating "incorrect password." I am unsure if Telstra has modified the password without notification.

I've been using my iPhone 6 SE Second Edition's personal hotspot without any issues receiving emails on Outlook. However, I'm facing problems with my laptop, desktop, and notebook. Thursday, Friday, and Sunday were fine, but since then, I've been unable to receive emails on these three computers. I keep getting an error message saying "ERROR Synchronization subscribed for [redacted] Error 0x800ccc0e." Thank you.

I recently contacted a consultant about my friend with advanced Parkinson's who is experiencing mobile phone signal issues in Beverley, WA. We discussed the signal outage, which may not be resolved until the 22nd of March. This delay is concerning due to his health issues. His details are as follows: James Alan Livingstone, Lot [redacted] Richardson Street/Road in Beverley, WA, PO Box [redacted], [redacted]. His mobile number is [redacted]-[redacted]-[redacted]. I am displeased that despite being a priority client of Telstra, I was told no one could contact him once the issue was resolved. As a long-standing customer with Telstra for landline, mobile, and broadband services, I expected more care and support. Additionally, I assisted him in acquiring a new Nokia [redacted] phone, but the Sim card from his old phone doesn't fit. Given his condition, I urgently request a replacement Sim card for his Nokia phone to be sent to PO Box [redacted] Beverley, WA [redacted]. Thank you, Debra

Hello, I am currently experiencing issues sending emails. Despite being able to access the internet on the same computer I am using to send this message, I encountered the following error: "Task '[redacted] - Sending' reported error (0x800CCC6F) : 'Your outgoing (SMTP) email server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: [redacted] 5.7.1 Connection refused - OB115. [redacted].28.[redacted].[redacted] is blacklisted. If you believe this to be in error, please contact [redacted]' I would greatly appreciate a prompt resolution as this email account is crucial for me to send emails. Additionally, the email provided below indicates that the email address I am using is not valid. Thank you, Peter G. Mobile: [redacted]

I recently received a text regarding outstanding payments on my account #[redacted][redacted]. I have been undergoing chemotherapy for breast cancer and visited the Telstra office at Warringah Mall last week to address this. Unfortunately, they were understaffed and asked me to return later. Frustrated by the wait times on the phone, I visited the Warriewood Square office today. A representative informed me that my Foxtel monthly charge had unexpectedly increased. Last January, I was assured by Telstra that it would be $48 per month, but I was not informed that this was a 12-month promotion and it has now risen to $68. I would appreciate it if you could investigate this matter or I may need to search for a more competitive offer elsewhere.

I received this email today and I believe it could be a scam. Subject: Update Your Payment Details Dear Customer, We are informing you that we encountered issues processing your latest bill payment. To resolve this, please update your credit card information on your account. Kindly ensure to keep the SMS OTP Code window open in your browser if there are delays in receiving the code. UPDATE DETAILS For further assistance, please contact us. Privacy | Our Customer Terms You are receiving this email as a Telstra customer with impacted products and/or services. From: Support <[redacted]> Reply-To: Support <[redacted]> To: [redacted] <[redacted]>

I would appreciate if the process to pay my bill could be simplified. Previously, it was straightforward, but now I am required to change my password monthly just to access the payment section. Additionally, there is a persistent message to update my password that won't disappear from my screen. I hope the online payment system can be more user-friendly, as I prefer not to provide my account details for direct debit payment. If the website continues to make it difficult to pay online, I will opt to call and pay my bill over the phone instead.

The username provided is unsettling and resembles "the mark of the beast." I did not select it and it is not amusing at all. This situation is very discomforting for me regarding your company. I am struggling to find a way to pay my bill online as your system has undergone changes since my last visit. I prefer not to create an account with usernames; I believed I already had one or two accounts with you. I miss the simplicity of clicking on the link in my bill, accessing a page with my account number, entering the payment amount, and using my debit card to pay. The bill does not contain a link at the bottom for BPAY payments. I do not wish to use direct debit; I want to manage my payments. I am eager to settle this bill, but your current process is inconvenient. Navigating through lengthy phone menus, irrelevant automated options, and enduring lengthy hold times are frustrating. With an estimated 40-minute wait and my phone malfunctioning, this needs improvement. Telstra, please provide more efficient assistance and easier bill payment methods.

I am experiencing issues with sending emails through Outlook [redacted]. The sent items folder has vanished, and I keep encountering an error message when trying to send or receive emails. The error reads: Task 'Synchronizing subscribed folders for [redacted]' reported error (0x800CCC0E) : 'Outlook cannot synchronize subscribed folders for [redacted] Error: Cannot connect to the server. If you continue to receive this message, please reach out to your server administrator or Internet service provider (ISP).'

I do not have a smartphone, only a basic seniors' phone as I am elderly. This afternoon, I have been unable to access my webmail on my laptop. I called Telstra, and a very excellent customer service officer helped me technically to reset my password. Still, my webmail cannot be opened. It keeps telling me my password does not match. Is there something wrong at Telstra with webmail access as of today, 11th May? My phone number is [redacted]. I cannot access my BigPond email due to its persisting rejection of my new password. Please help!

I have been a loyal Telstra customer for over 20 years, mainly using Foxtel services. With the recent changes to their streaming service, I now need to cancel my Foxtel account due to the removal of free-to-air Sydney channels. Despite having Power of Attorney for my husband, who is currently in a nursing home, I have faced difficulties canceling the account over the phone and scheduling appointments at the wrong stores. Communication has been challenging due to accents. I managed to book an appointment at Macquarie Centre in Sydney, but canceling the service has been needlessly complicated. I am seeking assistance in canceling my Foxtel service promptly. Thank you for your help. - Harriet Troy, Account 2[redacted]7 [redacted]

I canceled my account and need to stop the direct debit and get a refund for the credit to my bank account. As I closed the account without checking this, I am unsure how to proceed. The message Bot is not assisting me in connecting with a human expert for clarification. Please advise via the email provided. My name is J.L. Mitchell, and the account number associated with my service was [redacted]. Due to my current location in Vietnam, I am unable to make phone calls.

I purchased a $20 prepaid credit and was disappointed to see only one offer of [redacted] MB with calls and texts. I used up my data in just fifteen minutes while gaming. I was hoping for more data options for the same price. If this is the only plan available for $20, I may have to switch from Telstra. I would like to have access to a variety of recharge plans rather than one option with limited data. This experience has left me feeling very dissatisfied.

Recently, I reached out to Telstra regarding a bill issue after escaping an incredibly abusive relationship. My children and I are currently homeless and facing financial hardship due to the financial abuse we endured. The trauma led me to seek professional help to stabilize my mental health. Despite being in a critical situation, Telstra, a company that made a profit of 21.28 billion dollars last year, was unable to assist me with a $[redacted] payment, even when contacted by The Orange Door, an organization supporting women in domestic violence situations. Feeling let down by Telstra's lack of empathy, I am appalled that a company would prioritize money over the well-being of individuals in crisis. While other major corporations like AGL, Southeast Water, and ANZ supported me during this difficult time, Telstra failed to show any compassion or assistance when it was needed most. I am deeply disappointed and will make sure to share my experience to highlight the company's disregard for human lives. Despite my struggles, I will prioritize repaying Telstra, even if it means sacrificing my own needs. Their lack of compassion is truly disgraceful and inhumane.

I have a Telstra SIM card and plan that I'm not using as I now live in Europe. I only keep the number for access to my Australian government account. I have noticed random charges for international roaming day passes multiple times a month, despite my SIM card not being in my phone. This has been happening for months. Telstra should be able to see that I have been charged even though I haven't used any data, made calls, or sent texts. I would like: 1. The charges to stop, as I never need a roaming pass and my SIM card is not in my phone. 2. A refund for all incorrect charges. Telstra can verify my data usage to see the wrongly charged passes. Number: [redacted] Account name: A. Mesureur

I want to clarify my situation regarding Telstra. My customer number is [redacted][redacted], and I consistently pay my bills in advance through BPAY. I do not have any outstanding balances with Telstra, and my most recent BPAY payment was made on Friday, July 28th, [redacted]. Despite this, I received an email today indicating that Telstra had issues extracting funds from my account. I want to reiterate that I solely use BPAY for payments, and Telstra does not have permission to initiate direct withdrawals from my bank. I am sharing this to confirm if the email I received is genuinely from Telstra or if it could be a scam.

We're encountering issues with our home internet connection. I suspect we require a new modem. Despite paying nearly $[redacted] monthly, we've resorted to turning off the internet to watch TV, leaving callers to leave messages on our answering machine. Initially, we would see all green lights upon activation, but now we never have a complete set. Although there have been outages in our vicinity and emails notifying about speeds, it appears the service quality has worsened in the past year. We've tolerated the situation, but it feels unreasonable to receive such inadequate service given our monthly payment.