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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.
Status: Under Review
by Palpatine 2 weeks ago
Travel Passes include Text messges sent from Telstra when you have used 50%, 85% and 100% of the data allowance, but there is no text warning when Your Travel Pass is due to expire because of elapased time. (Note - some customers believe that there was such a text message in previous versions of Travel Pass or Data Pack.)
This is particularly confusing when you might be in a country which is 18 hours behind and your Travel Pass (or Data Pack) expired a midnight in Sydney - Yesterday! The notification that you have spent $100 in excess data charges is useful but rather high, and only equates to 33Mbs, which could be a litttle as saving half a dozen photos.
It would be great to see a page similar to the "Device Updates" page at https://crowdsupport.telstra.com.au/t5/Device-Upda
It would be great if the contact centers could actually resolve issues and contact the customer back with helpful news instead of sending call back links that just cause the customer to be dragged through several agents with no resolution . A "how did we do " call with a local representative empowered to assist customers would make a real difference instead of technology blocks such as emails and texts that can't be replyed to blocking any way a customer can interact in either a positive or negative way. The current methods mean Telstra chooses if it wants to provide service or not , leaving any reasonable customer with a genuine problem with no way to respond . This would seem incongruous with being able to "Thrive" when you can get adequate support to use the technology due to errors in the system . The managers of customer care need to go back to the drawing board on this one if they are to achieve any measure of customer satisfaction .
I would like to receive an email/text when there is an outage or interrupted service in my area. There seems to be no way of knowing whether issues with slow speeds or inability to connect are caused by me or are more general telstra issues. Everyone i know wastes lots of time trying to work out what's going on when the Internet drops out.
I HATE having to logon just to retrieve my bill -such a waste of time! I therefore REQUEST THE FOLLOWING PLEASE
1. Have a real EMAIL BILL where you actually EMAIL us a PDF of the bill not just a notification that's it's avalable
once we spend 10 minutes logging on a downloading it.
b) Have the filename incorporate the DUE-DATE and the $AMOUNT.
2. Have a real BILL SUMMARY where you LIST the monthly $Dollar amounts so they can be printed / copied instead of
just bar graphs.
3. Give us an option of QUARTERLY bills - to reduce our Administration
4. The current 3 page bill wastes too much space / paper - can it be consolidated into 1 or 2 pages - especially when I have so few 'not included' items.
I was thinking about why I don't like calling Telstra. Whilst dealing with the limitations of call centres today is a drag it's universal but that doesn't mean it can't be improved. Whinging doesn't help but nor does what large organisations are doing in the name of more effective (read - cost cutting) methods which really don't eliminate rework and double handling. All that has just been thrust back upon customers to suck up shoddy service as a 21st century thing.
But that's not what I'm most reluctant to call Telstra for.
I really dislike having to give my story over and over along wtih my full name, details and dob every single time I'm transferred and the likelihood of being transferred is high but that is another story... the story of the silo
I am aware that there are KPI's, privacy et al that insist the consultant properly ID's a customer but every single time in the same call instance is a sure fire way to incite frustration not cooperation and it's endemic in Telstra. Each conversation is a ground hog day where you have to start again and if it's more than one transfer it's going to start to get unpleasant for the customer and for staff.
So... internally staff can't access other staff easily and do some queue dropping, that's one issue but what has happened to note taking ability which the systems do allow for? Why can't a customer's issue be adequately documented during the call including that ID check has been conducted and relevant details collected? Something else? What can Telstra do to improve this and eliminate the groundhog moment? I know in other organisations they transfer and don't do the ID check again but will obtain the equivalent of the AGS and document that which is as good as signifying that ID was conducted. C'mon Telstra put your heads together and come up with something.
When your modem/account is locked out it woudl be good if you could get a txt to your mobile saying it is locked out?
Eg. its not often clear when a modem has the wrong password, and then it eventually gets locked out.
Im sure a txt with a password reset link to the mobile would save alot of calls to the call centre.
Alot of people wont have the NBN until 2020 so theres 3 years of adsl modem support that you still have to provide - this may save everyone a bit of a headcahe.
Status: Under Review
by GregW on 09-02-2016 12:32 PM
I'd like to request that Telstra have the facility where if you have a 24/7 Chat with Telstra while logged in to your account that the past discussions be accessible via our My Account page. Maybe not all but say the last 6 months. While I try and remember to keep/save a copy of all discussions I have, it would be beneficial for all if those discussions could be accessible via My Account.
by Yannick 12-07-2012 03:29 PM - edited 16-07-2012 04:10 PM
Having two separate logins for the Telstra My Account and My Bigpond portals is annoying. There should be a single place to check on all the products I have with Telstra. (1 touch 1 click etc.)
Posted: Tim Casey
What if we were to change how we use this crowdsupport website? Currently it feels like your typical forum just skinned slightly nicer. Most users I would assume more than 50% come here to make one or two posts about a problem they are having and then leave never to return. And then on the other end you have people who practically live on here (not telstra employees). Now I'm not saying open up available topics to include an "off topic" section, I would probably not come to Telstra's forum to talk about cars. But something more....
I like this idea of the "idea exchange" I think its great and a step in the right direction. We should allow users to come up with well thought out detailed ideas and users can vote on what a majority of us would like to see.
Users need some kind of interesting features or incentives, something to keep them coming back. What if we could exchange all of our hard earned Kudos points for something else besides a change in ranking title. After all those really don't mean much...
We need a STRONGER community, not a telstra employee help forum because if I wanted help from a Telstra employee I would call, live chat or email them.
If there's not a feature that I can't find for it already, it can sometimes be tedious going through 15+ pages of threads that I've posted on / most recent threads. An option to look through all threads with new posts and methods in which to sort them would be amazing for those of us who like to check each and every thread for possible places to contribute =P
As part of the CrowdSupport Community Forum’s evolution, we are looking to update the ranking badges and would like to know what our member are thinking. In the simplest terms, our team want to better recoginize participation and promote helpful behavior.
The section below illustrates some of the enhanced badges.
I recognize many community members will ask what the criteria is for achieving each rank in the hierarchy however to eliminate the likelihood of system abuse, we have decided not to publicize the exact ranking criteria. My suggestion is continue contributing and you will naturally progress but as a guide of some of the elements which we take into consideration as a general guide.
- Kudos Given
- Kudos Received
- Length of Time on the Community
- Number of logins
- Posts marked as “Accepted Solution”
- Total number of Posts (minus deleted posts)
- Total Number of Tags applied throughout community
- Time spent online in the Community Forums
Let me know your comments, suggestions, or feedback on these and i will provide further updates in the future.
I was thinking the other day, and discussing with my Seniors class about using technology to monitor your health, acheive health or weight goals (mostly because my doctor is always on my case no matter how good I am )
I have a Fitbit Charge +HR, and I'm really happy with it.
So it got me thinking. How about Telstra offer Fitbits, or an alternate with Mobile Phones purchases or plans. Match the wristband with the colour of the mobile, or offer a choice. Promote it as a way of promoting fitness with Telstra.
Apple, Microsoft, Samsung, they are all coming out with smart devices, especially fitness promotion.
However, the social aspect of promoting fitness with Telstra seems to me to be something that would be a positive to the Telstra community.
Might even be a short campaign you could run.
by Wanglese on 26-08-2014 10:26 AM
With the NBN, and a bunch of customers on Telsra using the Gateway 797v3 and 799MAX, both capable of doing SIP, wouldn't it be cool to have my mobile phone, while at home participate via that?
My XperiaZ 1 has SIP capability (and a lot of new mobiles also do this).
What would be cool would be to allow me to make mobile calls at home via the SIP as though it was a normal landline phone in my home.
Obviously when away from home, normal calls.
It would encourage customers to put their mobiles onto the single bill maybe?
Or at least it might be a differentiator for Telstra, and encourage them to take up the NBN with Telstra.
by Chezza52 on 18-07-2015 02:50 PM
"Get Back In Touch" email is a great idea of re-contacting the Telstra consultant after an issue etc has been addressed (it saves a lot of time repeating oneself all over again!!).
However, can be more than confusing if customers phone Telstra to (a) Discuss more than one issue requiring different departments and/or (b) are referred to another technician re. the same issue. In both these instances, the customer receives more than one "Get Back in Touch" email - too confusing! I don't know about anyone else?? but I can never work out what email refers to what conversation I had or with who, and end up deleting them all.
My suggestion is - Can't there be a simple word reference stating what the call was about on these emails to make the above much easier???
"Thanks for your time today. I hope I’ve addressed everything regarding your Tbox
Should you need to follow up, your reference number is
"Thanks for your time today. I hope I’ve addressed everything regarding connection problems with your internet
Should you need to follow up, your reference number is
Any other thoughts, anyone??
by grahroll on 09-08-2012 09:15 PM
Would it be possible to add a link to CrowdSupport from our MyBigpond home pages? It would make it a bit easier to navigate to CrowdSupport when we wanted to look at the current ideas and so on.
Looks great Yannick.
Publishing the 'ladder' and also making it more visual will, in my opinion, allow newer posters to quickly and easily identify those who are most active in the community - especially when reading replies in their own threads.
by Christos 29-08-2012 01:38 PM - edited 29-08-2012 01:59 PM
On the "Community knowledge base" home page can th
1) Place the navigation bar where the "top contrib
2) Change the "Navigation Bar" to be the same as t
3) Remove the filters because if the navigation ba
4) Have the articles located under the same catego
Edit: It would also be helpful to have a link or something from an article where you can send a message to the contributor who posted the article and mods with a proposed edit to be made.
Create an iPhone App that details not only data usage but also Plan usage (how much call allowance has been used etc.) Would be HEAPS easier than having to log into My Account all the time. There is one already, but it's not made by Testra and so is not overly reliable. One made by Telstra for Telstra Customers would be much more practical and accurate.
Posted: Candice Sanders