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

1,186 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

Call plans

Status: New Idea
by jamb on ‎08-04-2015 01:45 PM

It would be good if we wer able to have two mobile phones on the same plan and so share the call allowance between both my mobiles. Is this possible?

Would also be nice to share home broadband data allowance with moblile phone data allowance

Leave it with us - Way to track requests

Status: New Idea
by BRF on ‎18-03-2015 08:17 PM

Leave it with us is great, however there should be a way for me to see my requests and the responses on the Telstra wesbite.

 

Similar to iiNet - https://iihelp.iinet.net.au/Viewing_Tasks_in_Toolbox

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

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

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.

Hi Telstra,

I was wondering if it's possible to implement some sort of data exchange feature in your plans?

Kind of like credit me 2 you for prepaid phones but instead, being able to transfer available data between home broadband and mobile broadband turning the home broadband into mobile data!

I don't know how many times a month I go over my data limit on my phone and I even use WiFi when it's available!

You have credit transfer for prepaids, why not this for those of us who are suffering the excess charges for mobile data yet hardly ever reach the limit for home broadband?

Thanks for your consideration!

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

 

Status: Maybe Later

I have received a reply from this and this idea is something that has been considered by our product team previously. 

 

At the time they decided to go in a different direction however this doesn't mean that it won't be considered in future. So it is possible that we will do more with this down the track but it was not suitable for this current time.

 

Thanks again for the idea and I hope you keep them coming :smileyhappy:

Products & services

Status: Under Review
by on ‎05-12-2014 04:23 PM

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 

 

 

Status: Under Review

Hey,

 

I definitely agree with this and it would make it much easier to provide assistance. Plus it should be a relatively easy change to make.

 

I will pass this feedback on to our community managers.

 

Thanks

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

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.

A favourites option for t box

Status: New Idea
by steve_evans on ‎06-03-2015 09:18 PM

I have a t box, and registered with bigpond movies. I would like you to add the option for us to add movies to a favourites list so there is no need to always search for the movie I want to download. I believe this option is available on pc's and smart tv's. At the moment when I find a movie I want to watch at a later date I have been writing it down on my own "wish list". I'm sure it is quite possible to add this option for t box users, and I for one would appreciate it super big heaps.

Thankyou for you assist with this,

Cheers,

Steve.

Service

Status: New Idea
by rocky1701 on ‎15-01-2015 10:19 PM

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...

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:

A seniors bundle

Status: New Idea
by 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

 

 

 

 

 

 

 

 

 

Off shoring Telstra jobs.

Status: Not_Likely
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.
Status: Not_Likely

Thanks for your feedback.

 

We are committed to our global workforce, which includes both on and off shore centres. We are continously working to improve the service provided across the board and we are committed to providing the best service.

 

At this stage, our policy on call centres has not changed, this includes maintaining our workforce globally.

 

Mobile and Broadband Bundle

Status: Clarification Needed
by on ‎06-11-2014 09:54 PM

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.

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?

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

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!!!

Status: Clarification Needed

 Hey @atthebeach

 

This should already be possible within My Account, you would just need to add the new card or set up a new direct debit with this card.

 

This can be done here: https://onlinebilling.telstra.com.au/billing/action/payment/directdebit

 

If this is not what you mean, please let me know.