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

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Telstra Ideas

New Message
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.
robbo19

Paying Bills online

Status: New Idea
by robbo19 2 weeks ago

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Kimpridham

Service towers

Status: New Idea
by Kimpridham 2 weeks ago
More attention needs to be paid to rural areas in the central eyre peninsula towns such as wudinna. it is very hard to use Internet or mobile phones, which in this day and age is pretty poor. Your rural customers should not be at a disadvantage. Signal boosters should be much cheaper in areas where you provide poor service or have no plans to increase service. Getting out of contracts due to the poor service provided should not cost your customer anything other than the handset. Also as your call centre operators are mainly foreign and aren't very clearly spoken maybe they should look on a map where people live and don't recommend going to a Telstra store when the closest is 3 hours away.
Haken

Contactability ....

Status: New Idea
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.

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

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

 

mailmatt

educate your staff

Status: New Idea
by mailmatt on ‎13-05-2014 11:12 PM

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.

Roorider

Data Sharing over more than 2 Mobile Phones

Status: New Idea
by Roorider on ‎17-04-2014 01:49 PM

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.

KIWI1

Basic Account Details

Status: New Idea
by KIWI1 on ‎22-05-2014 08:49 AM

When you first log in it would make life a lot easier if you had basic details available such as:

 

  1. Start and end date of your contract
  2. Cost of your contract & amount of GB's
  3. How much you have paid and when you paid it
  4. 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! 

 

S70BlackHawk

Data focus

Status: New Idea
by S70BlackHawk on ‎24-12-2013 01:19 PM
Hi there, I think it's about time Telstra wakes up to the societal change in which competitors such as Aldi which use the Telstra Network are doing. The change is the focus on the demand for more Data and less phone calls. Users are now given free SMS due to services such as iMessage. But you still focus on call charges and limited Data plans. I would rather see a drop on calls included and an increase in Data. With the invention of Facebook, FaceTime and Skype, users are currently forced to use WiFi connections rather than 4G/3G networks. And yet overseas plans are also offering unlimited Data plans! This is how the majority of consumers use the network, why not exploit that opportunity?
I reckon it would be way more convenient to have the contract end date available for us to check online on our my account and on the telstra 24x7 app. I never remember when my contract end dates are and I would rather search it by myself online then either wait on the phone to check it or wait in line just to ask for it.
Status: Under Review
We’ve updated Telstra My Account with some new features so you can now find out information about Early terminations of contracts (ETC) and the contract end date in My Account. This is only just the start of a new phase of ETC related information that will be available to customers on a Self Serve basis to help them find the information they need at the click of a button.
Moonlighter

recharge reminder by date

Status: New Idea
by Moonlighter on ‎16-05-2014 10:40 AM

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!

mm87

Signup for Sharepoint 2013 online without an ABN

Status: New Idea
by mm87 on ‎14-05-2014 10:34 PM

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).

Luvs_footie

A seniors bundle

Status: New Idea
by Luvs_footie on ‎13-04-2013 03:20 PM

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.

 

Suggestion.........

 

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.

 

Thank you

 

 

 

 

 

 

 

 

 

Having had a recurring problem regarding my account over four months, with several lengthy conversations with Telstra staff who have promised they will fix it and then don't, I find the automated survey feedback question entirely inappropriate "How likely are you to recommend Telstra" - well not at all actually, despite the fact that the person I spoke to was delightful and helpful. However, I know that my numerical number will probably contribute to the service person's over all rating, and impact upon his or her career/pay, and so I always feel bad when I give a low score. Further, given I can't know whether he or she has actually done what they said they'd do, I couldn't rate them, except in terms of politeness and willingness to try to solve the problem.

 

A better question to ask might be  "was the service person polite and competent?" 

Nez

Data Plans

Status: New Idea
by Nez on ‎01-12-2013 06:17 PM

I know these sort of messages are posted all the time, but it's about time Telstra review their plans as the current plan I am on is just not suitable.

 

I am half way through my 24 month plan and after looking at the competitors, Telstra's plans aren't very competitive at all. I am on a $80 a month plan on the iPhone 5. I receive $800 worth of calls, unlimited texts but only 1.5GB a month. On average, I use about $30-50 a month on calls. It's the data I need and have to purchase a $30 data pack every month. On average I download 3GB a month, but sometimes a little higher if I have a big software update. The data packs available, jump from 1GB to 3GB. Why not in between?

 

Why can't Telstra at least have an extra 1 GB in with the plan to make is competitive and downgrade the calls as over the past 12 months, I keep reading that it's the data people need and not the calls. To get a decent amount of data, people have to pay at least $80 a month.

 

I would like to know when the plans are going to be reviewed as it's clear consumers are not happy at all. I am one of many!

Byron_ACT

Data Pack

Status: New Idea
by Byron_ACT on ‎11-03-2014 03:26 PM

With purchasing extra data packs there should be an option for once off use. For example it is easy to purchase a data pack via the app, but cancelling is harder to do, as you need to call up to change.

 

Sometimes you just need a little more data that month - but next month it could go back to normal.

 

 

stephend01

Excess Data Charges

Status: New Idea
by stephend01 on ‎30-04-2014 11:06 PM

I would like to see an option where, when you have used all the available data on your plan the service stops until the end of the billing period. I know most phones have that ability, but kid's don't care about the cost, so the other option is the kids just don't have a phone and Telstra lose another customer.

This should be an option controlled from the account web page, so only parents can override it if they choose too.

 

 

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