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Customer feedback: internet sessions of 100+MB in mobile data usage

Status: Completed
by mattathias on ‎13-09-2013 12:12 PM - last edited on ‎13-09-2013 12:19 PM by Community Manager

We recently had some feedback from one of our My Account for Business customers.


It [My Account] gave me the information I wanted (Mobile Broadband data usage), but it confirmed a problem of overmetering by Telstra (multiple phantom Internet sessions of 117MB) continues without any improvement after 2.5 months of dialogue with Telstra support.”



Status: Completed

My company (one of the largest insurance companies in the country) is with Telstra as one of its service providers mainly for supplying iphones. 

I have been having horrible battery issues with my iphone which is barely 11 months old. Sometimes it goes flat and shuts down when it still has 60% battery making it very hard to be productive especially when offsite. I have spoken to Apple Care about it who have confirmed that there is an issue.

However, the 'Telstra guy' who is embedded and stationed within our company just doesn't think its much of a problem and goes about making rude and unprofessional comments on the Incident ticket that I am privy to !! I even have transcripts of these comments.

At one point the Telstra guy even suggested that my complaint was probably not accurate as he had suffered a similar problem with a GM's phone in our company and i his words 'went through the trouble' of replacing it only to find out the trouble reappeared ! Firstly, it shouldn't be 'trouble' as that is what your job is and secondly just because you had some experience with one customer doesn't mean my problem is the same.

At one point this Telstra staff member has even suggested to me that he will give me the 'proff of purchase' of my work iphone and that I could take my work iphone to the Apple store myself and get it replaced / looked into !! Are you serious !!??? This is my work phone and I imagine that Telstra should be alooking into the asset as it has been provided by them and should be maintained by them !!


Given that our company give so much business to Telstra and that Telstra has dedicated staff stationed within our premises, one would imagine that they would have a better attitude towards one of their large enterprise clients !!



Really really disappointed Telstra and TEG..

116 Mounts Bay Road, Perth CBD

Status: New Idea
by Facultative on ‎18-04-2014 01:22 AM

116 Mounts Bay Road, Perth CBD 

Your ref:  151846006



Received a sms from faults saying service will be reconnected at 1900 hours on the 17th (today). When I rang tonight when not re-connected at my office I  was told it is now to be on the 26th....11 days without any phone, fax or internet.


To add insut the operator I spoke to tonight told me to go and get a 4G device so my staff can connect to the  internet and I can get back $100 towards the cost. So in fact your staff was suggesting I go out and pay $700 to $800 for a 4G device , to use for the days remaining prior to repairs and you will subsidy me $100.    That is just silly. 


What do I do with my 5 staff in the meantime, my EFTPOS  ? I cannot rely on Telstra for updates,  the only update I received was wrong and never corrected. I have to do the ringing to find out what is going on.


I would have thought a commercial customer would get just a bit extra care and attention with so much at stake for not only my own business but also for  that of my staff.



Gerry F Donnelly,

Paul Donnelly Insurance Brokers Pty Ltd.,

2/116 Mounts Bay Road, Perth, WA 6000



3g band

Status: New Idea
by gravityns on ‎21-01-2014 03:01 PM

i am an existing telstra business customer and i am going to setup a VOIP gateway and going to use one of telstra 3g sims to send and receive calls. the manufacturere of the GSM card has asked me to tell them which standard we use in australia.


American standard will support:





European standard will support:





Japanese standard will support:



can you advice which standard to go with


Polycom IP550 phone system

Status: New Idea
by PetaGB on ‎17-12-2013 05:56 PM



I have inherited some Polycom IP 550 phones that are only  couple of years old and I'm keen to use them but I'm unsure what kit I need to make them work as I presuming there's a box that goes between the Internet connection and them, or is there a Telstra tech support number I can call ?



Router Telstra LTE 4G 3G WiFi 850MHz

Status: New Idea
by AndyPablos on ‎22-09-2013 04:38 PM

Hi to all


Does such a beast exist??


We desperately require approx 25 x commercial grade transport routers that will connect to the Telstra LTE (4G) network but that will automatically connect to Telstra 3G (850MHz) if the Telstra LTE (4G) is not available in the area.


This is for mobile activity capturing video images for a government body. Hence we are stuck with Telstra as our provider and 850MHz makes this a difficult one to get an answer for.


Cheers Guys and Girls