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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.
For some reason when we did not receive a Telstra bill via email & missed the payment due date ? why Telstra could not send a remider to the customer ?
Instead Telstra chose to charge customer with $15.00 for late payment bc not receiving the billing via email ???
I have just had a friend explain how she very nearly lost a large amount of money in the last week. Basically her bank account was hacked, and thats not the point of this post, as it will happen, and visible on her bank account is her mobile number, and of course heaps of personal information.
Using this information the hacker placed a port to another service provider, over the phone. This hacker was in a bit too much of a hurry, and when they did the bank transfer to their account, Westpac sent an SMS to the mobile phone number, which was still linked to my friends provider, so she immediately phoned Wespac and they shut the account. But thirty minutes later she lost her phone, it was ported. Had the hacker waited 30 minutes more, the sms would never have been received by the owner of the bank account, the hacker would have got it.
Now most of the bank security measures that are in force at the moment, assume you control your mobile phone number, maybe with a special app loaded on it. (ANZ has a thing called ANZ Shield) But if it is possible to port a number over the phone, as happened here, we are all at risk.
So, my request is that Telstra offer a LOCKED NUMBER facility, where it is essential to physically turn up at a Telstra shop, with photo ID to RELEASE the number if a port is required. This is no great hardship, and would offer a vast amount of security.
I believe the whole area of porting is a mess in Australia, and basically if a service provider receives a port request, they honour it. So all it takes is one dodgy or careless operator at a service provider, and you could lose your phone and even worse a whole pile of money out of your account before you realise what is going on.
Surely when the online account arrives there can be a link to go straight to the payment page. The current method stinks, especially when Telstra keep changing the log in pages. Even posting this is made difficult!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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
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.
Firstly, the first thing I saw on crowdsupport today was an entry called "Contactability...". This person suggests that you should have an email contact channel. He is correct, mainly because of his insights with other channels, specifically about crowdsupport being more of an emotional support than an effective technical support, and also about the phone operators not usually understanding the issue (I have tons of experience with this in particular).
So, to my own suggestion. I just got a call from a computer who asked me to confirm that <insert my real name> was the person it was speaking to. So I hit 1 to confirm. Then it went on to confirm it a second time. So I did. Then it suggested my year of birth and asked me to type in the day and month. I hung up.
So, there are two obvious possibilities that occurred to me:
1. Telstra is looking for new ways to reduce its human workforce.
Although this is admirable from a shareholder perspective, from a personal security perspective it is possibly the worst idea of all time. If you would like to confirm something with me through an automated message, ask me to find the telephone number on the Telstra website (if I happen to not have it on speed dial) and to then call back, quoting some service number or other easily rendered unique issue number, and perhaps some minimal detail about what for.
2. Someone is pretending to be Telstra to get my personal details.
So, there's nothing to say about this. You would know if you're initiating these calls. Please let us know if there is an ongoing scam.
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.
I just received a call from a telstra support person telling me I cant subscribe to an afl live pass on my computer it has to done on a mobile.Unfortunately for them I was not able to answer the phone so they told me this in a voice messge which I have kept. If I was able to answer the call I could have told them that you can you subscribe on a pc as that is exactly what I have done.
Your customer service problem is the left hand doesnt know what the right hand is doing and the right doesnt know what the other five left hands are doing.
So we were a few days late with paying a Telstra bill. So what do they do - impose a 12% penalty. You'd have to be kidding!!!! We've been customers for over 15 years!!!!!
After calling bill payments, a lady called Rose credited the extra charges, but Telstra imposing fines on customers is ridiculous. Are they a court, a police force?
Does it really cost Telstra $15 to process a late payment????? Of course not!!!
Its unfortunate that the only phone provider in this area is Telstra otherwise I'd dump you in a minute!!!!
And for any "Telstra-lovers" who disagree with me - wake up!!!! Telstra charges are a rip off in the first place - they just cost too much for the service they provide.
I currently pay for 3GB data across the 3 phones on my account yet can NOT get access to the unused portion of any phone to allocate to a phone that has over used it.
I ahve asked several times as to why this is not possible as my current employer does exactly this across all phones and ipads in the business abd the answer i get is its just not possible....well my response to that is BAH HUMBUG...everything is possible you just dont want to do it, is my thinking
So instead of ripping PERSONAL account holders off and giving all the benefits to BUSINESS customers, perhaps you need to offer this to others.
When you first log in it would make life a lot easier if you had basic details available such as:
- Start and end date of your contract
- Cost of your contract & amount of GB's
- How much you have paid and when you paid it
- What is owing
I know a lot of 'older' folk you are not PC savvy at all so find it very hard to navigate to find basic details like the above.
If you could fix this would be AWESOME!
I am retired and certainly am not a phone-alcoholic.
Currently I have a Telstra mobile.......bigpond internet and a home phone.
My bigpond allowance is 200GB which I use approx 20% of.
On my mobile I have an allowance of $550 per month for calls ....Again I use approx 20%.
As for my mobile internet usage it is almost zero.
My home phone is on the "everyday" bundle with my internet and I get free local calls and free call to Telstra mobiles.
My current monthly spend is $154.00.
What I'm trying to say is that most retired people on fixed incomes feel more comfortable in knowing what their monthly spend is.
Seniors bundle should look something like this.......
100GB of Bigpond allowance.
Free calls to all national landlines and Telstra mobiles.
With mobiles........$200 worth of included calls and say 50MB of internet usage and of course any costs involve in amotising a phone purchase through Telstra .
Would like to see Telstra cost this suggestion up.
Mi ipad is on a 12 month plan with 12 GB limit, which I never fully use.
The only option on my account page is to set a reminder to recharge based on using up my GB allowance.
Im my case, i need an option to set the reminedr say a week or two before the 12 months (365 days) period runs out. If there is a way to do this I would be greatful to find out!
If not, how about it, Bigpond!!!! Improve the user account page so we can set recharge reminders based on a date, not just on data use!
I'd love to be able to sign up for a sharepoint online account so that I can have a bit of a tinker. I imagine that there are at least a few amateur developers out there who want to develop apps for sharepoint 2013 without going through the hassle of doing an at home deployment (for instance, ctrl+f 'abn' http://forums.whirlpool.net.au/archive/1587814).
It seems really strange that Telstra won't allow me to give them money, for a seemlingly arbitrary reason (i.e. I don't have an ABN, and don't qualify for one).