Where customers answer questions and share ideas about our products and services

991 posts

Telstra Ideas

Here at Telstra we are committed to & passionate about constant growth and improvement. We believe that the users of our products and services can provide us with great insight to how things could work better. We will endeavour to work with you to bring your great ideas to fruition.

We encourage you to get involved with your ideas, and those of others, so that we can help bring about positive changes that benefit everyone. Please be aware that questions or issues that require attention would be best asked on the specific boards.

New Message

Some of us are trapped outside the NBN zone, due to crappy phone lines, so have  no choice but Bigpond Mobile for our internet.    So  our 8 gigs a month is chewed up by all sorts of things which most people are not aware of, from apple updates, malware wanting to move data to the cloud, more and more advertising being pushed onto pages, windows and norton updates etc.  Fact is, it gets worse every month, even if users are really careful and we land up swearing at Teltra when they cut our speed at the end of the month, when we run out of data.

 

What users need is a simple software programme from Telstra, which lets us analyse where the 8 gigs or whatever is being used.  Teltra knows the  internet numbers of where the data is coming from.  Tell the user where their data is coming from  in a simple way, then they might be able to cut down or block those sites.   David Todey claims that you are a service company,  that would be a service worth having, rather than the abuse which you are now copping. There are alot of people upset about this, living on the edge of cities and rural areas.   

I recently responded to a CrowdSupport post, it was a straight forward question, and a straight forward answer. See: http://crowdsupport.telstra.com.au/t5/iPhone-6-iPhone-6-Plus/Home-ADSL2-iPhone6-Bundle/m-p/387493#M6...

 

In the past 3 weeks this post has had over 5,500 views!!

 

If you Google “ADSL2 iPhone 6 Bundle”, this post is the first non paid listing in the search results. My reading of this is that a lot of potential customers are looking for such a bundle. Not unlike “A Seniors Bundle” New Idea suggested by Luvs_footie on ‎13-04-2013 – This Post has had over 10,000 views and what has been done - nothing? See http://crowdsupport.telstra.com.au/t5/Telstra-Ideas/A-seniors-bundle/idi-p/147504

 

Are the Telstra marketers asleep at the wheel, or are the product silos so entrenched in not cooperating with each other that even the power of public opinion can not bring them to see the reality of market demand?

 

The details of my package are:

 

  • Around $120 to 150?? per month, with the following services on one account:
  • Home Phone (optional – subtract $30)
  • Home Broadband
  • At least 2, up to 4 Mobile devices, including tablets with SIM
  • 50-100 Gb of broadband shared across all data enabled devices
  • Mobile (or other Device) Repayment Option at extra charge
  • Member or Reward options such as:
    • My Hour
    • Free calls between all services on the account
    • Free Local calls
    • National calls capped, or:
    • Free National calls on a higher priced plan
  • Foxtel at an additional fee

 

So how about it Telstra Marketers? Other carriers read these posts too, and you have at least 5,000 to 10,000 people you already know have interest in such a bundle.

 

Regards

 

Palpatine

(Never underestimate the power of the Dark Side)

Status: Clarification Needed

Hey guys,

 

At the moment, our ADSL services do require you to have a home phone so the bundle with them makes sense. We also had in the past, what we called 'Virtual Bundles' which did include a discount for mobile services which Kalak mentioned. We have since removed this as an option.

 

Because there is no dependency between these services, like there is with fixed services, we tend not to include these together. Further to this, currently, they can't add any synergy to each other, for added benefits other than a straight discount. Bear in mind that we do have the $50 Mobile call credit and family calls for services on a single bill. Wi-Fi Nation is set to account for data sharing between home broadband and mobile services.

 

I would be more than happy to put forward an idea where there was some benefits beside a straight discount, that integrates between all the services.

bjcruick

Telstra Thanks

Status: Maybe Later
by bjcruick on ‎18-08-2014 05:30 PM
As much as I enjoy the cheap movie tickets I don't really see value in these thanks programs. With higher bills and less consuming of non essentials, I would feel that a reward program for customer loyalty would resonate better.btakenfor instance RACQ insurance discounts each year you retain a policy with them and even further if no is no fault claims. Now I understand that your not an insurer but imagine rewarding customers who pay their bills and don't void. I could further suggest providing discounts on other products that Telstra can offer because that would he a big thanks. A times get tougher we customers are appealing for lower cost utilities opposed to cheaper movie tickets.
Status: Maybe Later

Hi, I've had trouble with my Telstra cable account, and it would be great if all logged issues & communications history are visible on our user account so we can refer to them and also validate that we have indeed communicated issues with Telastra. I think it would be benificial for both Telstra and Customer.

 

A few weeks back my Cable was down for about 3 days over two consecutive weekends, and it was a critical time for me to have internet access. Inturn, on the second weekend, Telstra Staff gave me a free Data upgrade of my mobile internet for me to use whilst the fixed line was down and was told it would be returned to my original plan in the next billing cycle. I also was told I would recieve a charge on my bill but not to worry as a credit would be applied. WELL, I never recieved a credit and the increased data plan for my mobile device is continually being charged (which I am not paying for!!!). I then received an arrears call requesting payment..... (NOT HAPPY)

 

1. Telstras billing is just atrocious and needs to be dramatically improved. 

2. Telstra Staff should be reading account information before calling to see if an issue was not addressed by Telstra in the first instance. 

3. It would be benificial to have the history of communications between myself and Telstra recorded on our user account so we know Telstra is fully awares and know exactly what was agreed. 

 

I rang Telstra yesterday and it seems they have now fixed it......I think..... but not positive on this as I cannot trust telstra that actions have actually been followed through. 

 

I think ever since Telstra has sub-contracted services off-shore (namely Philippines) the whole Customer Accounts show has gone to S*%#!!!   It's all about communication of information that is failing horribly...

Status: Under Review
atthebeach

updating personal details online...

Status: New Idea
by atthebeach on ‎16-10-2014 12:26 PM

It would be really great if Telstra can fix their website to allow updating of credit card expiry dates online via our own online Telstra account.....

.....It just took me over half an hour and much frustration with an (obviously) overseas call centre operator to change the expiry year from 2014 to 2017!

 

How ridiculous!!!

Futur

Upload Speed Boost Option for Cable Plans

Status: Not_Likely
by Futur on ‎14-08-2014 05:16 PM

There have been multiple posts from other Bigpond users requesting higher upload speeds on their cable services on the Whirlpool Technology forums. It seems today with families sharing even a Telstra Ultimate Cable connection at home, doing various tasks such as uploading photographs and videos to social media, performing online backups, using cloud services, online gaming, video conferencing or any other upload intensive applications, it can quickly make an Ultimate cable connection quickly feel no so ultimate with only a 2.4 megabit upload speed.

 

I'm suggesting the thought of providing another speed boost option for those with Telstra Cable services similar to what is already in place but with a higher upload speed (to align with Velocity?) and higher cost per month. This gives your customers the added flexibility of being able to pay for the option should it be needed and can be marketed to the customers appropriately also during signup.

 

From a technological point of view the DOCSIS 3.0 technology used by the Telstra Cable network is more than capable of being up to the task of catering for higher upload speeds. See: http://en.wikipedia.org/wiki/DOCSIS

 

I hope this suggestion is of use as I can see clear profitability gains for Telstra. Just by the introduction of a simple new product you will be able to keep more current customers happy and attract more in the process.

Status: Not_Likely

Thanks for the feedback on the upload speeds of cable and this is feedback we have heard previously.

 

From my understanding, I believe there is a technical reason for these upload speeds, however I don't have specific details on this.

 

I will pass it on for you however at this stage these speeds are unlikely to be changed.

 

Thanks again.

For those of us who still rely on dedicated land lines for home, it would be great if we could block incoming international calls from countries we constantly receive scam calls from, ie., India. Why is this not possible? Does Telstra currently make money as a carrier allowing these calls to come through unabated? I know they can't logisitcally screen the calls but I'd be prepared to have ALL calls from certain locations blocked. After all, I'm the one paying for the service, why is it so difficult to provide me with one that is secure from these nuisance and fraudulent calls?

Haken

Contactability ....

Status: Not_Likely
by Haken on ‎14-05-2014 11:58 AM

There really does need to be an email option for contacting Telstra. 

 

  • The CrowdSupport site does not effect responses from Telstra, usually only people with the same issues agreeing with you.
  • I do not have time or facility to hang on for the next available operator, who usually has no idea what you are talking about.
  • The Telstra shops are very helpful if you want to buy or sign up for something, but have difficulty supporting or assisting customers with delivery, bundle inclusion or billing issues.

It is suggested that there needs to be a specialist email contact point for each of the key offerings (effectively, the sub-pages called out by the icons above) that can cover off those who want to use email as the primary communication tool - and it does not matter if you have a 24, 48 or 72 hour expected response; if its more urgent than that, then a phone call is obviously the way. But if its not urgent, but needs to be addressed, email would be a good option all around.

Status: Not_Likely
AndrewL27

customer loyalty program

Status: New Idea
by AndrewL27 on ‎30-04-2014 07:16 PM
I think it would be a good idea to reward long term customers, for example: giving the same service for a reduced cost to those who renew their contracts. Or even for those who change their contracts, but remain with telstra... Telstra does charge an absurd amount for its services and would benefit from repeat business from those who stay with telstra because of the benefits that a loyalty program would provide them
lesfar

save the environemt and save your tech support

Status: New Idea
by lesfar on ‎26-09-2014 10:15 AM

As an infrequent user of mobile broadband on a laptop (a couple of times a year) . . . instead of terminating my service at about 6 months and forcing me to a New Service with all the welcome rubish . . . why not use your Customer Details Database and send me a text or email . .  .asking me if i'd like it left open and when do I next intend to use it.  Surely that's not too hard in this era of intelligent marketing ?

Kalel

Per second wait

Status: New Idea
by Kalel on ‎25-09-2014 05:59 PM

To whom it may concern,

 Everytime i try to call someone and it goes to their voice mail or to an unsuccessful call i get chargered for the line rental and the first minute.

 

i understand that you need to pay for lines and the time due to call but if you hang up with-in 3 seconds or even 1 second you still get charged no matter.

 

it would be better if the customer will not be charge for the first 10 seconds of the call, if the call is unsuccessfull

 

i have thought of leaving only because of this connection fee because i wait for my friends/family to pick up and not count 4  rings (15-20 seconds) and hang up and call again so i wont get charge.

 

Regards Beau

Beau.Amodeo@hotmail.com

JayR789

Changing tbox channels

Status: New Idea
by JayR789 on ‎17-10-2014 12:02 AM

You really need to make it easy to switch between channels packages.

tZeshi

CSR Verification to avoid Scams

Status: New Idea
by tZeshi on ‎24-09-2014 12:21 PM
I recently had a friend complain to me of an attempted scam involving somebody insisting they were from Telstra. They even went so far as to provide supervisor numbers for confirmation. Although my friend did not fall for the deception, it got me thinking.<br><br>I understand the password system that you guys have in place. The CSR asks a question that the Customer needs to answer - but I was wondering if it were possible to set up a question the CUSTOMER can ask the Telstra Representative that has called them.<br><br>That way the customer knows the CSR has direct access to the Telstra Customer Information Database and hasn't just Phished the information and strung together what they have obtained online.<br><br>I have been advised on Telstra 24/7 that this is not available, and that it may be quite the task, but if you were to role it out as an option to new customers when setting up a new account, it would slowly catch on.<br><br>You could put a small notification on a bill to advise existing customers to ring through to a dedicated number or visit a dedicated Telstra web address and set it up.<br><br>Trust me, once your valued customers realise the benefit of a new security measure such as this, I'm sure they would come on board of their own free will.
TelstraKuntz

Ordering

Status: New Idea
by TelstraKuntz on ‎16-10-2014 06:03 PM

How about for once you deliver a product on time. Is that to much to ask???

I was meant to have my home phone and internet (bundled) connected today. Phone between (8am - 12pm) and Internet by 7pm.

 

Firstly, I never received a modem in the mail like I was told I would.

 

Secondly, I had to ring you up and TRY and understand the person from Helstra.

 

Thirdly, I was never told that there where problems AT YOUR END.

 

I will be speaking to someone in person tomorrow to get YOUR STUFF UP fixed and I will be cancelling my planned bundle package. So, thank you for AGAIN wasting my time.

 

 

Carrotapple

Telstra thanx movie Thursdays

Status: New Idea
by Carrotapple on ‎15-10-2014 07:22 AM
It would be fantastic if people were able to watch the telstra thanx movies on Their iphone and iPad because you may not be at home or may have no PC or TV capable of loading them either.<br>Thank you and I hope my idea gets put into<br>consideration.

I have given a lot of thought to this subject and I think it's something Telstra should consider.

 

Of late Telstra have been offering special pricing deals to new customers to the exclusion of their long term customers. (For me that's 48 years).

 

I fully understand the theory behind the drive for new customers but the company should never forget those who have supported the company over many years.

 

What I would like to suggest is that Telstra offer bonus points to existing customers in a similar vein to Flybuys.

 

Such bonus points could be retrieved through applying such points to the paying bills or the purchase of new hardware from the company.

 

I hope others will contribute to my idea and between us all we may achieve an outcome that long term customers will find beneficial.

 

Cheers

 

Status: Under Review

Thanks for the idea and I can definitely see the benefits in a system like this to improve customer satisfaction. But also to encourage paying bills by the due date as well.

 

I have passed on your idea through the appropriate channels and they will consider this for action. When I get an update I will provide it to you here.

Often I receive calls from Telstra regarding my account etc.

Usually they begin with Telstra wanting to verify my identity, so they will ask me to provide some details, usually my name and date of birth.

The problem with that process is that because a 2-way trust has not been established I cannot provide my name and date of birth because I cant trust that the person that says they are from Telstra is actually from Telstra.

If I do provide my details, I may have just supplied the details required to prove my identity to a evil third party, that can then turn around and call Telstra and pretend to be me assuming my identity.

If Telstra calls someone and asks for these details, they are actually training the person to sub-divert their own security procedure.

This is why secure communications requires both ends to be able verify each others identities before any private details have been communicated.

The internet solves this problem (at least to some degree) by using SSL/HTTPS, when I go to a Telstra website, I can verify the website is under Telstra's control by ensuring that there is a padlock in the address bar and that the address ends in telstra.com or telstra.com.au, I can now trust to a reasonable degree that the site belongs to telstra and that any information I provide will be encrypted over the wire, I then can enter my username and password to prove my identity to Telstra, completing the 2-way trust allowing us to trustfully communicate.

We need an equivalent process over the phone, I propose that Telstra provide a way for us to verify that a call is from telstra.

 

By leveraging the existing SSL/HTTPS mechinism.  You could for example provide a simple verification form eg. https://telstra.com/verify, if we get a call from Telstra, we can request a verification code from the Telstra employee, we can jump on the internet, type in the code, the form would tell us if the code is valid, we can then safely provide details to Telstra to prove our identity completing the 2-way handshake allow us to communicate.


Something like this would stop most of the current phone scams and better still, it would stop your employee's from having to listen to my boring rant everytime they call me :smileyhappy:

GJ1956

Fake Telstra Calls

Status: New Idea
by GJ1956 on ‎09-10-2014 09:23 PM

Just had 2 calls from an Indian call centre claiming to be Telstra Support and wanting me to make changes to my computer (sounds just like the Windows Support Centre that I regularly get).

 

 They were unable to give me a phone number so I could call back, so I hung up on them.

 

Please be aware that everyone,

 

GJ1956

markmc

Contracts

Status: Not_Likely
by markmc on ‎29-07-2014 09:29 PM

I dont know why Telstra has not woken up to the fact that their customers who have been with them for X amount of years....

shouldnt have to be on a contract.

Its like being slapped in the face each time you get told "this is what we can do for you".....No, what you can do for me is a better deal that saves me $$$$$ and for being a loyal customer.....you will put me on a month by month plan, no 12 / 24 months contracts, just have faith in them to stay with a company that thinks high of its "LOYAL" customers !!!

You look after your customers, they look after you....Rant over, cheers.

Status: Not_Likely
ChrisMcD

Off shoring Telstra jobs.

Status: New Idea
by ChrisMcD on ‎24-07-2014 01:34 PM
Hi,<br><br>Just a comment about Telstra's idea to increase its off shore employee base and reducing the number of Australian workers, I am generally happy to pay the higher prices that come with using Telstra and is services, however if jobs are continually moved overseas I would find myseld less inclined to pay the higher premium over that of other competitors already doing the same.<br><br>I hope to see Telstra committed to maintaining it's work force in Australia to run an Australian company.