Home line and billing

[marac239]

I recently signed on to receive the Telstra Broadband 50GB @$73/ mth. They wasy I read the info was that this included the home line also.

I have received my bill this month and I have been charge the amount as above, but also 'Telstra Voice Complete' @ $34.95/ mth. 

Am I wrong in thinking I should not have been charged the second amount?

[Kalak · Accepted solution]

Have you confirmed the total amount of the bill is increased by this amount?

The service does include line rental as per https://www.telstra.com.au/content/dam/tcom/personal/help/pdf/cis-personal/bundles-a-full/personal-c...

If for some reason you have been charged for it ON TOP of your bundle pricing, as confirmed by the bill total, not the itemised lines of the bill, then I'd either give them a call on 132200 or jump on Live Chat so they can sort it out for you.

Live Chat - https://livechat.telstra.com/TCOM:Crowdsupport:Consumer

[DEANJA · Accepted solution]

Hi there Marac, whilst i don't work for Telstra, there is certainly something wrong there, as YES your Broadband plan definately includes a home phgone service, with line rental and then PAYG (Pay as you go) call rates, as per the details on the following page: https://www.telstra.com.au/broadband/home-broadband#included

Telstra voice complete, is in fact is a seperate stand alone telephone service, which is virtually the service which IS included in the Braodband plan you wanted - signed for, so NO you shouldn't be charged for that as well.

This is a customer to customer public forum here and as such we obviously don't have access to personel account details, so there are a couple of ways you can get this sorted by the right people.

1) Call into your nearest Telstra store ASAP and have a face to face meeting with a staff member tosort out for you. I always like a face to face with these things personally.

You can also contact Accounts and Billings via the following link: https://www.telstra.com.au/contact-us/account-bill

[marac239]

Thanks Kalak.

Yes we had some issues in the beginning so this is the first 'correct' bill we have received. It is definately an extra charge listed individually.

I have re-read the info on the pack and it does state that 'home phone service' is included, and there is nothing on this page about extra line rental charges.

I'll get onto live chat and see if they can assist.

Cheers

[Kalak]

If you are being charged on top, unless you somehow have two separate lines (with 2 different phone numbers listed on the bill) then you should not be charged anything on top of the bundled price for line rental.

[marac239]

Cheers Deanja - I'm trying to sort it out now. Thought it looked a bit weird!

[marac239]

All sorted. Got onto Live chat and they've fixed the issue. Shouldn't have been charged the 34.95 on the bill.

Thanks

[Kalak]

Great to hear you got it all sorted, and thanks for taking the time to come back and let us know