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? 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? 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! 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 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.