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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.
So let me get this right, first you make everybody (except pensioners) switch to paperless billing. I had zero issues with this, in fact loved the idea of not cutting down trees to issue bills that most people don't understand anyway (trust me on this one - I worked for Telstra for a very long time, and spent a LOT of time explaining those things). The new "service" however is a bloody joke. I was happy when I got an email and just clicked on the PDF file to see my latest (usually incorrect - seriously, look at my notes in Siebel) bill right there for me to laugh at. Now though, you send me an email with a link to my account, which doesn't even log me in automatically, and then I have to remember which section to go through to find my latest bill, and then finally after getting to the secret location, I find a PDF file that I have to download. Just attach the f@$&ing thing to the email you send out! What's next? Telstra will save on the time it takes to send those pesky emails out, and just rely on everybody remembering which day their month resets and are expected to just remember to log in to their account to make sure their bills are paid on time. What a steaming pile of horse **bleep** Telstra has become. I'd ring to complain, but the call centre staff in the Phillipines don't give a **bleep** either. I can't wait for my contracts to run out this time.
I think it's time to tell the company a few home truths........
Your pricing is way out of whack compared with other ISP's on home broadband.
My home broadband bundle will finish within a month and as well as that I will have the NBN by the 1st of March.
Checking what Telstra has to offer ATM for a new contract for a long term customer I'm just totally GOB SMACKED.
Quite frankly........if I were working for an opposition Telco I would be exploiting your current pricing structure to the hilt.
After all........Telstra has the largest customer base.......and with that the most to lose.
IMHO........the NBN has the potential to damage Telstra mainly because of your pricing........after all.......the NBN is the same whether it comes from Telstra or a competitor.
May I ask........why should I pay an additional 15% for a NBN bundle from Telstra compared to what others are offering with far better inclusions?
As a Telstra customer of some 50 years.......I'm asking myself why I should stay with you guys.......why?........ and I can say for sure other people are thinking the same.
Something to think about Telstra.
IMHO........It costs the company far more to get new customers than it does to retain existing long term loyal customers.
My advice.......if I may be so bold.........why not expand the roll of your so called "retention team" to resolve this current problem as it exists between new and long term customers?
Just my 2c's worth.
most software releases go through beta testing using select end users to test in a real live enviroment so I was thinking the same idea with mobile phone firmware would provide an additional level of testing and may avoid issues with factory installed apps that sometimes occurs after an update.
If you're concerned with using random members of the general public for this I'm sure there are members of the Telstra alumni who would be happy to help I know I would put my hand up
I have been given a new date in October for my move.
I am not tech savvy but does this mean that I will no longer be able to access my e mails on my desktop by pressing my Windows Live icon.
If I am going to have to change all my settings then I am going to have to pay to get a techie in to do this for me as I do not as an older person feel confident to do this for myself.
E mail is my no 1 means of communication and I am absolutely fed up that these changes are being forced upon us when it all works perfectly well as it is. There is an old adage if it aint broke don't fix it and my e mail is not broke.
Perhaps Telstra would offer to pay any fees that I and others like me will incur to set this all up!
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.
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.
As some of you may know a while back with the closing of GameArena Telstra removed unmetered access to Steam downloads meaning all games downloaded from the platform would count towards our monthly usage.
I'd like to see the unmetering of Steam come back since it was and probably still is a big issue for alot of gamers whom buy their games digitally and have to download upwards of 50GB for one triple A game these days.
I'm not sure if you still have the servers up but last time I checked there still was servers listed as "QLD (Telstra)" "SYD (Telstra) etc.
Reenabling unmetered steam downloads may bring back previous customers and increase profits I don't see it as a loss but then that would be something you'd have to take into consideration.
Vote this up if you'd like to see it come back!
Status: Maybe Later
by Luvs_footie on 12-02-2014 02:37 PM
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.
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
Status: New Idea
by UpsetCustomerr on 25-05-2016 10:37 PM
In light of your latest May 2016 outages and enraged by the appalling waiting times (of up to 4 hours!!) that loyal Telstra customers have to wait to speak to a human customer service officer who's reading a script. Why can't you guys put us in a queue once we call then call us back ASAP when a representative becomes AVAILABLE??!!
Cmon think about it ..why is it do we need to pay for the waiting times and sometimes wasted credit for a service that you "broke"?
Paper bills - now $3-20 !!! Thanks for the heads up that the charge was going to be increased.
Some people don't live their lives attached to an electronic or screen device, so a paper bill
is both handy for you and me. You get your money and I don't get slugged $15-00 for being late when
I haven't checked my email. But now I may as well be a late bill-payer once every 5 months.
At least that way, I can save a whole $1-00 !!!
48hrs to refresh broadband usage figures is extremely, and strangely, poor.
Westnet used to update virtually in real time, and I don't know why it should not be simple for Telstra to provide the same standard of service. The delay makes it impossible to manage data usage sensibly. I am regularly led to believe I have several GB left, and use my connection accordingly, then suddenly my connection is slowed to a crawl. This is very frustrating and inconvenient.
I am retired and certainly am not a phone-alcoholic.
Currently I have a Telstra mobile.......bigpond internet and a home phone.
My bigpond allowance is 200GB which I use approx 20% of.
On my mobile I have an allowance of $550 per month for calls ....Again I use approx 20%.
As for my mobile internet usage it is almost zero.
My home phone is on the "everyday" bundle with my internet and I get free local calls and free call to Telstra mobiles.
My current monthly spend is $154.00.
What I'm trying to say is that most retired people on fixed incomes feel more comfortable in knowing what their monthly spend is.
Seniors bundle should look something like this.......
100GB of Bigpond allowance.
Free calls to all national landlines and Telstra mobiles.
With mobiles........$200 worth of included calls and say 50MB of internet usage and of course any costs involve in amotising a phone purchase through Telstra .
Would like to see Telstra cost this suggestion up.
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.
It would be good if we wer able to have two mobile phones on the same plan and so share the call allowance between both my mobiles. Is this possible?
Would also be nice to share home broadband data allowance with moblile phone data allowance
Here's an idea ...
I'm just back from an overseas trip. Every time I landed in a different country I received a country-specific SMS from Telstra alerting me to the costs of calls and data - which is useful. Normally the next thing I do is head to an ATM to get hold of some cash for a taxi etc but it's always trciky to figure out how much to withdraw. How about adding the (approximate) current exchange rate for Australian dollars to the welcome message? That'd be really helpful.
Status: Clarification Needed
by b333 on 18-07-2014 10:26 AM
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
Status: Under Review
by awiseman88 on 02-09-2014 12:31 PM
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...
Leave it with us is great, however there should be a way for me to see my requests and the responses on the Telstra wesbite.
Similar to iiNet - https://iihelp.iinet.net.au/Viewing_Tasks_in_Toolb