Where customers answer questions and share ideas about our products and services

165 posts

Telstra Ideas

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.

New Idea
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 .
Status: Under Review

Thanks for your suggestion @swerven. I am sorry to hear you haven't had the customer service experience we strive to provide. I have contacted a customer service manager on your behalf to see if there is a way we can incorporate your ideas into our service experience. I will update you as soon as I have further information. 

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.
Status: Completed

Hi @dad93dad93,

 

If you have an outage, as @Nelly082 mentioned, the best place to go is to servicestatus.tesltra.com. You can access this  via your mobile device if your issue is with your broadband service. 

 

We also recently published an article about how to use this page here: https://crowdsupport.telstra.com.au/t5/Community-Tips-Advice/How-to-use-the-Service-Status-Page/ba-p... that you might find useful. 

 

We also do already try to text or call impacted customers where possible when there is an outage, as well as notify customers if there is scheduled maintenance due to be performed in their area which may impact services. This can be an imperfect system, as it can be difficult to isolate which accounts are directly impacted by an unplanned interruption, but we update the Service Status page as soon as we are aware of an issue and begin investigating. 

Email Bill

Status: Under Review
by FedUpWithTLS on ‎13-01-2017 05:34 PM

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.

Status: Under Review

Hi @FedUpWithTLS,

 

Heard back from the Customer Advocacy Strategy Manager who manages email bills and they are gong to look into trying to incorporate the consolidating of the bill so it appears over 2 pages instead of 3, as well as the amount and due-date in the Email subject line in their next redesign. I will update you further when I hear more information.

Looks like we are making some progress with this idea! Thanks for your great suggestion. Smiley Happy  

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.

 

Cheers

Status: Under Review

Hi @GregW,

 

Sorry it has been a while since you heard from us. I have reached out to the My Account development team to see if this is something we could possibly implement in the future. As soon as I hear back, I will update you. 

Thanks for your suggestion, and keep the ideas coming. Smiley Happy 

I'd love for the My Account and My Bigpond portals to be merged

Status: Completed
by Community Manager ‎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

Status: Completed

A new type of CrowdSupport

Status: Completed
by kevink on ‎13-06-2012 04:03 AM

 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.

 

 

Status: Completed

Unread Threads

Status: Under Review
by on ‎28-08-2012 12:13 PM

Hello! Smiley Very Happy

 

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

Status: Under Review

Hi @Lathania,

 

Just letting you know that we are considering this suggestion as part of our CrowdSupport redesign that will be occuring over the next few months. Smiley Happy 

 

 

Fitbits and Stay Healthy with Telstra

Status: Completed
by on ‎09-09-2015 08:46 AM

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 Smiley LOL )

 

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.

 

 

Status: Completed

Suggested Ranking Badges

Status: Completed
by Community Manager on ‎26-03-2012 01:40 PM

Hi all,

 

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.

 

rank-icon-super-star.png Honored Contributor

rank-icon-mega-star.png Esteemed Contributor

rank-icon-rock-star.png Respected Contributor

rank-icon-all-star.png Trusted Contributor

rank-icon-100-star.png Super Contributor

rank-icon-10-star.png Senior Member

rank-icon-01-star.png Occasional Visitor

rank-icon-newbie.png New

 

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.

Status: Completed
I hope you like your new profile badges.

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.

 

 

 

 

Status: Not_Likely

Hi @Wanglese,

 

Apologies that we haven't responded to this thread in a while.

I have recently followed this up again, and while the mobile development team will not be releasing SIP details, they have indicated that the Telstra T-Voice App does link to these modems via Wi-fi and offers similar functionality as an alternative.

 

Hope this helps.

 

Thanks

"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???

 

e.g.

 

"Thanks for your time today. I hope I’ve addressed everything regarding your Tbox

Should you need to follow up, your reference number is

INT x-xxxxxxxxxxxxxx"

 

OR

 

"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

INT x-xxxxxxxxxxxxxx"

 

Any other thoughts, anyone??

 

Status: Planned

Hi @Chezza52 and @DrQ,

Sorry it's been a while since we have updated you on this. Just wanted to let you both know that I have heard back from the Program Lead of the "You Have My Name" program, and they have let me know that they are introducing a new process to avoid the confusion you mentioned in your posts. As soon as I have more information, I will update you further. 

Thanks for your suggestion, and keep the great ideas coming! Smiley Happy 

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.

Status: Completed
Its not the homepage but we have added a link to Crowdsupport from the Bigpond help centre. http://go.bigpond.com/help/?ref=Net-Header-Help-Overview

Publishing the rank ladder

Status: Planned
by on ‎26-03-2012 02:09 PM - last edited on ‎27-03-2012 09:41 AM by Community Manager

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.

Status: Planned

Hi @Kalak,

 

Just an update on these great suggestions - we are looking at some pretty dramatic changes with how our ranking is visualised with the planned CrowdSupport redesign in the first half of this year, so will definitely be incorporating your suggestions. 

Thanks - and if you have any further ideas, please don't hesitate to reach out

Community Knowledge Base

Status: Planned
by ‎29-08-2012 01:38 PM - edited ‎29-08-2012 01:59 PM

Hey

 

On the "Community knowledge base" home page can the following be done to help users locate articles easier;

 

1) Place the navigation bar where the "top contributors" bar is located currently (on the top of the page)

2) Change the "Navigation Bar" to be the same as the one located on the "Crowd Support" home page

3) Remove the filters because if the navigation bar can be changed than there would be no need for it.

4) Have the articles located under the same categories as they would be shown on the "Crowd Support" home page.

 

Cheers Smiley Happy

 

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.

Status: Planned

Hi @Christos,

 

Just an update that we are looking some radical overhauls to the Knowledge Base in the next few months as a part of our CrowdSupport redesign, so appreciate your suggestions and will be incorporating ones that suit our new design. 


iPhone Usage App

Status: Completed
by Community Manager ‎16-07-2012 04:08 PM - edited ‎16-07-2012 04:09 PM

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

Status: Completed

It has finally arrived, we have officially launched the new Telstra 24x7™ App for iPhone which is now available in Apple iTunes store, take control and manage your Telstra Personal services on the move. Simply download, enter your My Account details and you’re ready to go!

 

Any question or suggestions about  Telstra 24x7™ App  let us know here

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 Smiley Happy

 

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.

 

 

 

 

Status: Planned

Hi @MissTee,

 

Thanks for taking the time to leave your suggestion. We really appreciate it, and certainly understand, as @Georgie mentioned in her reply, that getting this right is one of the most important things we need to for our customers. 

 

In regards to your idea, I can tell you that there are works in motion to improve this process and as soon as I can provide you with some more information, I will let you know. Smiley Happy 

Keep the great ideas coming!  

human beings

Status: Completed
by midway 2 weeks ago

How about when I ring up telstra I get to talk to a human instead.That would be a good idea dont you think.

Status: Completed

Hi @midway,

 

As @Kalak mentioned, all of our phone consultants are real people. If your issue is the queue times while you wait to speak to one of our consultants, I would suggest trying LiveChat here: https://www.telstra.com.au/chatnow/landing or try our Telstra Facebook page: https://www.facebook.com/Telstra, where our consultants (based in Adelaide and Townsville) would be more than happy to help you in any way that they can. 

I have found it very frustrating that Telstra does not provide manuals for its gateways. It would not cost anything to provide manuals as they must already exist for their Platinum Technical Support Team. In fact it would save money as Customer support would not have to waist time apologizing to customers who ring up seeking information on how to configure their hardware. It would be a Win Win situation Telstra would save money and customer would not get frustrated trying to find information on how to set up their hardware.

Status: Under Review

Hi @cf4,

 

Thanks for your suggestion. 

As @Yastiandrie mentioned, our Platinum team do not get official manuals.

 

@Adam_Eis correct in that our environmental policy would probably mean that we would not provide paper versions of these manuals, as they are available online (through the methods he suggested.)

Nevertheless, I have reached out to a Product Design Specialist with your idea, and am waiting to hear back, and will update you when I have any further information. 

 I just looked at the item ' Can we do better for You ? '

The offers were NBL , A League  and Movie tickets - things which are of no interest to me.

If customers were able to indicate what was of interest to them it would guide you to come up with deals

people are more likely to take up.

Status: Under Review

Hi @bullyite,

 

Thanks for your suggestion. I have contacted a few people involved in Telstra Thanks and Telstra Rewards about your idea and am waiting to hear back. As soon as I have any further information, I will update you. Thanks Smiley Happy 

After 4 days relying on Telstra Air, very hot in Townsville today so I moved from my temporary office set up in the garage into the dining room - running on battery!

 

The power saving function on a Mac when running on battery shortens the screen saver "Sleep" timeout (although this can be user set), and as one might expect, turns off everything not essential - like Telstra Air. So every time I got a message re the 50 adds I have on Gumtree, I would need to go through the awfully frustrating laptop sign-in process, because I was running on battery. 

 

Plug the power back in and no further issues.

 

My Idea - the painful log-in proces could go from a rating 1/10 to a 2/10 if there was a Username "Remember Me" function like you have on most other regularly used log-on pages?

 

(I predict that any change request will be negative as the process is controlled by FON)

Status: Under Review

Hi again, @Palpatine,

 

Thanks for another really great idea. I have been in touch with the Telstra Air team, and am just waiting on a response. Will update you when I hear back. Thanks - Margie.