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a-don
Level 3: Gumshoe

Incorrect data usage reporting

Answered

I have a expired contract which clearly states I have 2GB of data per month.

 

Yet I am getting texts telling me about my usage as a percentage of 1GB.

 

Because Telstra does not have a email enquiry - I can either wait in their ridiculously long online queue - ain't happening or be forced to call them and wait in another ridiculously long queue. Terrible service. At least at iiNet they have a call back feature (at no cost to you) if there is a queue at the call centre. Get with the times Telstra.

 

Anyway last month I called and the call centre rep said yes I'll fix that but clearly only fixe it for one month.

 

How can I get the message through to Telstra without having to spend an eon in their online queue or on the phone???

 

Seriously poor service all round.

2 ACCEPTED SOLUTIONS

Accepted Solutions
a-don
Level 3: Gumshoe
Accepted Solution

Re: Incorrect data usage reporting

even worse ... have just been sent a bill for supposedly excess data og 1,625 GB after the call centre person said she would fix it. And it hasnt been fixed at all. grrrrrrr. now i have to call yet again and pay 30c per 30 second to listen to their hold music

a-don
Level 3: Gumshoe
Accepted Solution

Re: Incorrect data usage reporting

Ok I found a simple solution to my problem.

 

Yesterday I went into Telstra and took out a new plan - $70 a month includes $950 of calls, unlimited sms and 2.5GB of data.

 

Increased call allowances, better sms, unlimited calls 7pm-7am, and 0.5GB more data. And it's $9 cheaper a month than my old plan.

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4 REPLIES 4
a-don
Level 3: Gumshoe
Accepted Solution

Re: Incorrect data usage reporting

even worse ... have just been sent a bill for supposedly excess data og 1,625 GB after the call centre person said she would fix it. And it hasnt been fixed at all. grrrrrrr. now i have to call yet again and pay 30c per 30 second to listen to their hold music

a-don
Level 3: Gumshoe
Accepted Solution

Re: Incorrect data usage reporting

Ok I found a simple solution to my problem.

 

Yesterday I went into Telstra and took out a new plan - $70 a month includes $950 of calls, unlimited sms and 2.5GB of data.

 

Increased call allowances, better sms, unlimited calls 7pm-7am, and 0.5GB more data. And it's $9 cheaper a month than my old plan.

FrustratedX1000
Level 2: Rookie

Re: Incorrect data usage reporting

I have not been able to see my data usage since the 30 March 2016. Numerous calls to telstra call center did not olve the problem. I did get a call about a week ago that there had been a "major impact incident"??? and that they were trying to fix it. Telstra promised all would be sorted out by 5/5/2016. Well, guess what? IT'S NOT!!!

I have received at least 4 emails from telstra stating that my MyAccount issue is being fixed and providing me with a number to quote if I need to investigate further. They also promise to call me in the next 24-48 hours.....

At the time of the call, I suggested quite vigorously to the person who called me with this jargon that as far as I was concerned a "Major impact incident" could also be a MV accident causing death, and PLEASE to speak to me in plain english!

Has anyone had a similar problem? I mean, in Telstraspeak it is a "Major impact incident" which actually means that many customers have been affected. 

Support Team
Support Team

Re: Incorrect data usage reporting

Hi FrustratedX1000,

 

If you are unhappy with the response you have received to your data usage issue we do have a formal complaint process which you can make use of. We have more information on that here:

http://crowdsupport.telstra.com.au/t5/General-Services-KB/Lodging-a-complaint-with-Telstra/ta-p/6818...

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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