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Here are some ideas - a Telstra website that actually works, with tabs that actually open a screen by connecting; Bigpond connections that actually connect and don't leave you watching a little circle going round and around endlessly; fix My Account tab so it actually takes you to my account without telling me 'some functions are unavailable; and also, I know this is unrealistic, but have someone answer the phone when you call that can actually answer questions without simply reading from a list of call-centre answers. I was going to add another suggestion about the 'chat online' tab, but I think you get the drift...
Like many others here we frequent Crowd support in an effort to help fellow Telstra customers.
What I believe we need is an automatic flag advising posters to supply as much detail as possible about their concerns.
For instance ........."I've lost my internet connection" and no further detail provided is very frustrating as it starts a question and answer situation to establish the real situation.
If this could be implemented customers will get their answers more quickly and for those of us that are trying to respond, our job would be made so much easier.
What do ya recon Modds
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.
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.
A telstra pop-up shop every 4 to 6 months for towns that have no telstra shop with in a reasonable distance would be great..Centrelink have them now in our small rural town.
Usually a problem needs to be addressed by a visit to telstra shop but with no public transport most aren't able to make the visit.Also the problem is only going to take a few minutes and in our case travelling over an hour and a half both ways , is not only a long trip but fuel wise dear too.
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...
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 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-iPh
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-Idea
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.
(Never underestimate the power of the Dark Side)
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.
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!
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.
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
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 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?