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

1,043 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

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

I recently ordered a product from your online store and must say I was amazed at the speed in which it reached Margaret River a regional town in WA. Well Done. My suggestion though is why don't you use Australia Post and allow delivery to PO Boxes. Our Post Office here is very convenient and places a card in our box if we have a parcel. We can then collect it and sign for it if required with ID. Very easy and secure. Instead I had to collect it from the transport company because I wasn't at home when they chose to deliver it. No notification of when they where coming. Transport company is out of town and hard to locate. Please allow delivery to PO boxes as this is how regional people like to shop online.
Palpatine

Mobile and Broadband Bundle

Status: Clarification Needed
by Palpatine 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.

bjcruick

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
Futur

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, 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

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.   

Status: Under Review

Hey @Kanzi69,

 

I love this idea from a personal point of view. Being able to see the cause of your usage and modify how you use your service would be brilliant in my opinion. 

 

I have passed on the idea to the appropriate teams to investigate the viability. I will keep you posted with updates on how this is progessing and what is being done.

 

Thanks and keep the ideas coming :smileyhappy:

Haken

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
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

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.

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:

stevaus

International call blocking

Status: New Idea
by stevaus on ‎29-10-2014 06:54 AM

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?

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:

lesfar

save the environemt and save your tech support

Status: New Idea
by lesfar on ‎26-09-2014 10:15 AM

As an infrequent user of mobile broadband on a laptop (a couple of times a year) . . . instead of terminating my service at about 6 months and forcing me to a New Service with all the welcome rubish . . . why not use your Customer Details Database and send me a text or email . .  .asking me if i'd like it left open and when do I next intend to use it.  Surely that's not too hard in this era of intelligent marketing ?

Kalel

Per second wait

Status: Not_Likely
by Kalel on ‎25-09-2014 05:59 PM - last edited 2 weeks ago by Moderator

To whom it may concern,

 Everytime i try to call someone and it goes to their voice mail or to an unsuccessful call i get chargered for the line rental and the first minute.

 

i understand that you need to pay for lines and the time due to call but if you hang up with-in 3 seconds or even 1 second you still get charged no matter.

 

it would be better if the customer will not be charge for the first 10 seconds of the call, if the call is unsuccessfull

 

i have thought of leaving only because of this connection fee because i wait for my friends/family to pick up and not count 4  rings (15-20 seconds) and hang up and call again so i wont get charge.

 

Regards Beau

 

Status: Not_Likely

Hey @Kalel 

 

I appreciate your point and that you want to avoid the charges for very short calls. From our point of view, once the call has connected (ie when Message Bank kicks in) we have completed the connection and the cost of completing that falls on us. Using the network has costs on our end as we need to maintain it. 

 

You do have the right idea, if you hang up before the end of the call you will avoid any connection fees associated with the call.

 

Sorry this is not something that we will be likely to change.

tZeshi

CSR Verification to avoid Scams

Status: Clarification Needed
by tZeshi on ‎24-09-2014 12:21 PM
I recently had a friend complain to me of an attempted scam involving somebody insisting they were from Telstra. They even went so far as to provide supervisor numbers for confirmation. Although my friend did not fall for the deception, it got me thinking.<br><br>I understand the password system that you guys have in place. The CSR asks a question that the Customer needs to answer - but I was wondering if it were possible to set up a question the CUSTOMER can ask the Telstra Representative that has called them.<br><br>That way the customer knows the CSR has direct access to the Telstra Customer Information Database and hasn't just Phished the information and strung together what they have obtained online.<br><br>I have been advised on Telstra 24/7 that this is not available, and that it may be quite the task, but if you were to role it out as an option to new customers when setting up a new account, it would slowly catch on.<br><br>You could put a small notification on a bill to advise existing customers to ring through to a dedicated number or visit a dedicated Telstra web address and set it up.<br><br>Trust me, once your valued customers realise the benefit of a new security measure such as this, I'm sure they would come on board of their own free will.
Status: Clarification Needed

Hey tZeshi,

 

I love the idea to be able to verify that the call and caller are legitimate however as suggested by @Wanglese this could become corrupted. Systems that verify passwords, codes or employee numbers can be faked once the pattern is identified.

 

From my experience with these scams and calls they are quick to identify changes in process. They are already skilled at making copies of legitimate websites as well. This creates difficulty if we need to constantly change the process.

 

I feel the best way to manage this is through education on how to identify these calls and protecting yourself. 

 

We are trying to push this knowledge out with pages like this: telstra.com/verify and  other posts that we have created.

 

Thanks for the idea and keep them coming :smileyhappy:

markmc

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

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.

ChrisMcD

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.

 

robbo19

Paying Bills online

Status: New Idea
by robbo19 on ‎13-07-2014 02:24 PM

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