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

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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

Credit Me2U

Status: New Idea
by rocky71 yesterday

When an account is in credit, would it be possible to show a credit amount in GREEN print rather than RED, which usually denotes a debit amount.

If Telstra put solar panels on all exchanges and buildings they own it would reduce the cost of electricity and have the impact of using less power from the grid and reducing the risk of blackouts and brownouts making their customers have more power to use.

 

If Telstra has any left over power it can be sent back to the grid and they get paid for it. In the short term it will cost a lot of money but in the long term it will be worth it.

48hrs to refresh broadband usage figures is extremely, and strangely, poor.
Westnet used to update virtually in real time, and I don't know why it should not be simple for Telstra to provide the same standard of service. The delay makes it impossible to manage data usage sensibly. I am regularly led to believe I have several GB left, and use my connection accordingly, then suddenly my connection is slowed to a crawl. This is very frustrating and inconvenient.

As some of you may know a while back with the closing of GameArena Telstra removed unmetered access to Steam downloads meaning all games downloaded from the platform would count towards our monthly usage. 


I'd like to see the unmetering of Steam come back since it was and probably still is a big issue for alot of gamers whom buy their games digitally and have to download upwards of 50GB for one triple A game these days.

 

I'm not sure if you still have the servers up but last time I checked there still was servers listed as "QLD (Telstra)" "SYD (Telstra) etc. 

 

Reenabling unmetered steam downloads may bring back previous customers and increase profits I don't see it as a loss but then that would be something you'd have to take into consideration.

 

Vote this up if you'd like to see it come back!

Telstra has been talking about giving more value. 

Other people have suggested specific things be return in umetered content, but I believe that the best way to show us that you want to provide us value is to actually provide us better ways to maximise our allowance... 

 

I mean we have access to Foxtel Go, Foxtel on Demand, Presto - and these are great.

We have the Streaming services covered.

 

But we have lost over the year Surgeforce and GameArena and a number of services which 

again were great for optimising value. They have a double benefit, some of them allow you to

increase your connections, by users of partner services gaining unmetered content, next time they

consider a new ISP, it is a great differentiator for you from a business perspective, and at the same time

depending on the type of partner, you might even be able to minimising costs by being able to share

costs, or share bandwidth...

 

many of these will provide a better experience for your users, if you are hosting the files then it is often

going to lead to better routing and thus better speeds, the unmetered content provides better speeds

and in the end it is set to do nothing but lead to a better enduser experience and increase your customers

satisfaction... 

 

This goes especially for any BigPond Mobile Broadband users, whom often need to find any way they can

to maximise their data allowance.

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

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.

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

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

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

Update Service Status website

Status: New Idea
by Pete_Binning on ‎22-05-2015 10:18 AM

The current Telstra service status website does not reflect all faults.  

 

We often experience phone line faults in our small town of Binningup in Western Australia which causes ADSL services to be unavailable for days. 

 

I reported a fault approximately 24 hours ago and it is not yet registered on the service status site, nor do I think it will be.   Telstra did an online check and advised it was not our phone, but elsewhere and that they are now aware it is a fault and have raised it as one and expect the fault will be fixed within 48 hrs (I don't know ho they know this if noone has been to check the cause).  

 

I phoned the next day to inquire why the service status was not showing any faults and was informed that it is not a widespread fault (so will not be put on the site).  If a fault is known, and they have given me a time for it to be fixed, then why isn't it reported.  

 

The idea of a service status site is to help others be aware of issues - if Telstra assumes that it is only just a fault that would affect my phone, whithout having looked at the problem, then the fault could be much more widespread.

 

We have had this many times before and within a small town the gossip gets around after a day or two and you find out that other people are also having the same problems and that no one was aware that others are having the same problem and are all trying to problem solve themselves or are calling Telstra to inquire about a fault.  

 

Known faults should be reported.

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 Smiley Happy

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.

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

I placed an order last night for a new handset and successfully received an order number and confirmation email. I was surprised and disappointed to get another email the next day stating that my order could not be 'authenticated', had been automatically cancelled and I should go to my nearest Telstra store for help.

 

I'm an existing customer. Shouldn't you contact me to resolve whatever the 'authentication' issue is? When I rang I couldn't get any further information about the reason for the failure and was advised to go to the nearest Telstra store. I'm sure a store could help me but I'd like a reason for having to make the trip.

 

I understand this is a security issue and you're trying to stop people fraudulently using my account but given that I am an existing customer the best way to confirm the authenticity of the order would be to ring me and ask whatever security related questions you have. A short email stating only 'authentication' problems and instructions to go into a store seems very dismissive.

 

I've gone through the order process again, this time with an agent on chat. The agent was apologetic but couldn't really give me any new information, we just went through the process the same way I had the first time. Again it seemed successful online. Now to see if I get the 'authentication problem - go into a store' email again. If I do have to go into a store it might not be a Telstra one.

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

Billing & payments

Status: New Idea
by on ‎26-04-2015 06:01 PM

Let me pre-empt what I have to say by declaring I've been a Telstra customer for 50 years as of March this year and I must say over those 50 years I've had little to complain about.

 

Now to the nitty gritty.......

 

Why is it that when Telstra agrees that a credit is due on an account that credit is not reflected immediately on the account?

 

The excuse seems to be it depends on what part of the billing cycle the customer is in.

 

I don't wear that in this day and age.

 

Here's an extract from my latest bill.......

 

The $147.00 is the amount of the credit agreed to.

 

Here's an extract from an email received from Telstra........note the date.

 

"

Hi XXXX,

Just letting you know we’ve applied a credit to your account for the amount of $147 on 28/03/2015 08:51:58 PM.

So here we are 29 days later and the $147 is still shown as owed on my account.

While I'm confident the credit will come through in next months bill my question is......

Why do customers have to go through this rather antiquated process?

Cheers

 

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

 

 

 

 

 

 

 

 

 

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 Smiley Happy