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Telstra nosedive?

Discussion in 'Networking, Telephony & Internet' started by MR CHILLED, Aug 13, 2020.

  1. MR CHILLED

    MR CHILLED D'oh!

    Joined:
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    I swear this company has gone downhill massively, and just lost the plot after being tipped over the edge by covid. I'm not sure what other people's experiences have been?

    TLDR; Telstra general support issues; Company gone downhill

    My Telstra journey in a nutshell: Had no choice 20 years ago as I lived in a suburb which had cable but only Telstra cable. Quite honestly the service was great, never a problem. Moved houses and all seemed fine.

    This is is not the only issue but about 2 years ago they decided to star locking my primary email account because they said it was compromised. Thinking this was a temporary glitch, I got the password reset, set my own password and carried on as normal. A few weeks pass and it happens again, get it sorted and off again. Then a week later happens again. Get the password reset and I make sure my password is very strong. Then over the next 6 months it happens countless times, and countless times I had to wait on the phone, on hold, for hours, before getting a support person. During those support calls the call would drop out, bam, back to waiting a few more hours for support. I went through this whole process of email compromising maybe 20-30 times over a year and a bit, until I was soo damned sick of it I escalated the issue. They said they would look into it. They looked into it and a generic response came: "Please increase the strength of your password, get antivirus software, etc etc etc, blah blah". I asked them to send me a log of activity on my email and I'll do my own investigations and get back to them about what I find in terms of dubious behaviours. They said this is not possible. So after it happened again a few times after this, I threatened to stop paying half my account because I am losing part of my service. They said they don't accept that as a valid resolution. I then said I would go to the TIO if they keep demanding full payment for a service they are constantly cutting me off from. So I did this as it kept happening. No resolution out of the TIO process but strangely enough the issue stopped after TIO.

    Anyways, this was but only one issue over the last few years, I can't even remember the others, but every contact has been painful, protracted and time costly. Then covid hit and wow, try contacting them now! Phone support is gone, finished, now you get pushed through to text support through the Telstra app. The online live chat has now gone too.....so the only resolution is basically text messages through the Telstra app....and they can take hours/days to get back to you.

    It's jut insane.

    I'd gotten so sick of the poor service that I decided to eventually do the NBN jump, which I have done recently, to AussieBB and am very happy so far.

    So the departure process was clean, or so I thought. I wanted to kill off landline (going with AussieBB voip) and obviously kill off my Telstra cable. So I wait until everything is hooked up with Aussie and phone telstra to cancel services. I still have emails with them and also Foxtel.

    I phone them and of course I get hung up on saying to message through the app because during covid they are "prioritising people with issues". I did this, and I specifically said I want to retain my two remaining email addresses (just in case something comes through in the short term). According to the following policy I can retain my emails for up to a year, without charge:

    https://www.telstra.com.au/support/...a-email-address-if-i-close-my-telstra-account

    I had looked this up before I messaged them to close the internet and landline. So today I find out they kept open my primary email and killed off my secondary email! Wtf?

    So I get on messaging through the app, to get it reopened and they say the email address has already been taken! Lol. I said no I don't think so, it's really not anything fantastic and not anything anyone would really want, it's specific to me. So I sent an email to my now defunct secondary email address and it said undelivered. So if it cannot be undelivered then no one has claimed it right? Even the departure email from Telstra said that I can reactivate the email if I need to by just going into my account (and yes of course I tried that originally and it wasn't in there). So I asked the guy if the email is already taken by someone why cannot I not send them an email? :lol: He kept repeating that he can't reactivate it because it's already taken, but could not give me an answer to the question. So I persisted and repeated the same question to him, he gave the same answer, and we did this silly round about dance for a good 20 minutes. I asked for it to be elevated to technical support for looking into. Remember: I was already told in email from Telstra that I can reactivate my email at any time. He said no he can't do that because tech support would say the same thing, that the email address is already taken by someone else. I said that's absolute rubbish. So we did the back and forth nonsense for the next twenty minutes. He must have gotten bored as I seemingly got swapped to another operator who said they would assist as best they could. They read the previous notes and within about 3 minutes my email was restored. WTF!??? What absolute crap. So the new operator reinstated it, I tried to receive emails on my reinstated email account, couldn't do it, he fixed that up so I could. I then checked sending emails from that secondary email, couldn't do it, so apparently he's fixed that too. Then I find out they've somehow stuffed up my primary email account sending/receiving ablity through this process! Arrrgh!!!! Unbelievable. So I had to go through the process of getting that fixed also. It seems as thought the first operator just basically refused to assist because it was all too hard - I've experienced this type of situation probably 5 or 6 times in the last year, where the operator finds the problem too hard, starts digging their heals in and refuses to assist anymore. And why am I not surprised I don't receive feedback popups when the conversation has gone badly? :rolleyes:

    And here's the kicker, remember that link I posted above which said I get free access to my emails for the next twelve months free of charge? I look in my acount online and they have started charging me $79 for my remaining two email addresses! :lol: So I message support to get this charge removed and they say they will do a once off waiver of the $79 fee......bwuhahaha, like they are doing me some sort of damned favour!! I told them you're not waiving the charge, you're correcting an incorrect charge, then for a second time about 5 minutes later he says the same thing, waiving the charge :rolleyes: So I reiterate the charge is incorrect, and they should go read their own policies.

    And don't even get me started on this useless farking Codi online chat assistant.

    In the now long distant past the support service, on the rare time I've needed it, has been excellent, but now, it's beyond atrocious. It's absolutely going to drive people away, and I'm convinced a lot of this perhaps all of it, has nothing at all to do with covid. Covid has possibly just amplified the issues.

    I just cannot believe how bad this has become.

    So now I just have two thing left with them and I'm completely out, Foxtel through telstra, and those two remaining emails which I will close within the next couple of months anyways.
     
  2. Pugs

    Pugs Member

    Joined:
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    9,392
    Location:
    Highbury, SA
    Yep my dad went to a store to lodge a fault on FTTP they said to him they did and had a tech booked for a date....


    Asked our awesome resource here and he said there wasn't a fault lodged with NBN...

    Basically at that point I was getting sick of their shit...

    I went in and he came along to keep me from blowing my lid at them.. adter waiting 90mins to see them they basically said they are too lazy to lodge a fault up to nbn... and told me to churn away..

    Did that... lodged the fault with new RSP.. they booked a tech for two days later... Tech came fixed the issue..and i haven't had a drop out since....
     
    MR CHILLED and bcann like this.
  3. JSmithDTV

    JSmithDTV Member

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    I feel your pain my friend... I won't go on as it will be an even longer post than yours, but Telstra caused me a great deal of stress over a 12 month period. Long story short I eventually got a $3.5k reduction in my "final" bill... that was not the end of it, they stuffed up numerous ports, couldn't seem to split services off a corporate account and generally were useless. I find you need to get an email address for someone in a more senior position and then only deal with them as everytime you deal with a new person more things seem to get stuffed up.

    I hope they sort out your addy issues... that is a complete joke, especially the charge for 2 addy's.

    I would rather pull my toenails out than ever deal with Telstra again. :shock:



    JSmith
     
    pfrcom and Pugs like this.
  4. kogi

    kogi Member

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    Yeah, I currently have schrodinger's NBN

    They have sent me the boxes, all emails say good to go, but the line is not connected.

    "You will be contacted by our specialist team within 24-48 hours" hah, that was a more than a week ago

    Yeah, telstra has always being crap, for mobile I used to have an business account manager until they fired them all.It was nice to get stuff done with just a phone call or email.

    I think most of the problem is the overseas call centre, which was hosed during covid. And guess what, they are bringing all the calls back to oz, but won't be finished till 2022
     
    Last edited: Aug 14, 2020
    JSmithDTV and Pugs like this.
  5. OP
    OP
    MR CHILLED

    MR CHILLED D'oh!

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    Correct. They are full of basically front of shop admin people who simply re-direct your issue, and quite frankly they could not give a fsck about fixing your issue unless it's a simple one or it's a simple handball.
     
    Pugs likes this.
  6. CacTuar

    CacTuar Member

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    I cannot believe how badly they have handled the situation with COVID. It's pathetic that they use it as an excuse for not having call centres open or no online help still. It's a fucking joke that I want to sort out an issue with their billing but there's no real way to do it, so I just keep paying them like an idiot.
    I wish there was a comparable mobile service I could use that didn't treat their customers like dirt.
     
    MR CHILLED and Pugs like this.
  7. cvidler

    cvidler Member

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    why you bother going into a telstra store? they have zero interest in anything that's not selling you a new plan.
    they're all sales people on commission, no sale no pay, so they won't spend any time to help you.
     
    Pugs likes this.
  8. bcann

    bcann Member

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    the last time i had somewhat decent service with Telstra was about 5 years ago, and only because we had an account exec, he was ... ok, not great, but if i made it clear enough that it was an issue, generally things got sorted. Nowadays, they are basically fucking useless, previous CEO's over the last decade have made sure to absolutely gut the company for short term bonuses, and shareholder profits, but now that is gonna bite them hard. I have stripped hundreds of thousands of dollars out of Telstra from many corporate places i have worked over the last decade, i always advise people to avoid them like the plague, if they choose to then go with them, i have no sympathy for them, just like when i continually hear, there is no other choice.... even with mobile that that used to be the case, optus have been going hard at it of late in regional places stringing up towers to improve coverage and are at least in my part of regional NSW (Hunter/New England) a viable choice.
     
  9. Audionut

    Audionut Member

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    My only satisfying experience with telstra was around 2006.

    Computer: In just a few words, describe the nature of your problem.
    Me: Telstra are an incompetent bunch of *****.
    Computer: Would that be disconnections?

    Just the small things in life.
     
  10. elvis

    elvis Old school old fool

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    This thread is home consumers realising what business customers knew 20 years ago.

    Vote with your wallets. Nobody cares about your whining, only your money. Spend it elsewhere.
     
    Fred Nurk and Sphinx2000 like this.
  11. Hater

    Hater Member

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    Timely thread. My accountant lost all email services today. Took them 6 hours to get it all back up and running. For a home customer no worries, but a business account?
     
    clonex likes this.
  12. guy.incogneto

    guy.incogneto Member

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    Just for some balance, I've been with them for 8 years with adsl and now on NBN.

    - Never had an issue with them during setup or if there's a technical issue they usually raise it and solve it within the day
    - Drop outs are minimum, usually planned and short
    - I get better speeds and less complaints about dropouts than my neighbours who are with others
    - I haven't paid for a modem since joining with them, they send me a free one if there's ever an issue with mine
    - They reduced the price of my plans after a couple of years with adsl and also now with NBN when I told them I was considering moving, I now pay less than AussieBB prices for my plan
    - The few times I've had to call them, their support and follow up was much better than anything I've seen with other companies and expectations.
     
    MaxYenda likes this.
  13. OP
    OP
    MR CHILLED

    MR CHILLED D'oh!

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    Totally agree. I know it's been very difficult for organisations, I accept that, but this service has gone to a place where I don't think there's a lot of room for it to go any lower. It is atrocious and really I don't see why covid has to be this much of a disruptor for them. People can work from home, they have access to system via the net. They could continue with online chat, yet somehow that's basically disappeared with the advent of stupid Codi. But it's not just that, it's the dismissal of customers problems as well (as the example I gave in the OP), so the attitude by service reps has changed - if it's not completely straight forward you get fobbed off.

    The only thing to do is vote with your money and I've done that.
     
  14. kogi

    kogi Member

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    lol, haven't received your "Important changes to your home internet plan" yet?
     
  15. guy.incogneto

    guy.incogneto Member

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    What's that?
     
  16. kogi

    kogi Member

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    Telstra has decided to increase their earnings per customer, so am slowly moving everyone off the old plans to a new plan with a 12 month $5 discount

     
  17. guy.incogneto

    guy.incogneto Member

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    Ah. I was always on the unlimited plan anyway, with speed boost or premium speed, whatever they call it now.
     
  18. mjunek

    mjunek Member

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    Telstra are just another two-bit RSP of the NBN. Hopefully they die a horrible death in the long run. They offer nothing that any other provider doesn't. People still have this attachment to them like they are kings and are willing to hand over their wallet for a service they can get elsewhere for less than half the price. S
    If I want shit customer service, I may as well hand my money to TPG; at least I wont need to take out a second mortgage to do so.

    I honestly see no valid reason to go with Telstra for anything these days.
    Period.
     
    MUTMAN, Sphinx2000, caspian and 3 others like this.
  19. supasaiyan

    supasaiyan Member

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    Any Telstra issues, PM me!!!
     
    TheWedgie, MR CHILLED and kogi like this.
  20. Fred Nurk

    Fred Nurk Member

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    Prepare to have your inbox flooded!
     
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