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

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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 Message

Time to get real Telstra

Status: New Idea
by on ‎07-12-2015 06:13 PM

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.

 

Cheers

 

 

 

I guess the heading says it all. If you give a customer who is not satisfied with your service the option of a call back, it would make sense to actually call them back.

 

Also, if someone writes to your complaints address, respond within a month or at all.

 

If someone writes to a Director who has signed an email to them, reply during their lifetime.

 

Big Al from the Snowies

International Roaming Countries

Status: New Idea
by andreadente on ‎29-03-2016 11:44 PM

Could you please add Sri Lanka to the list of countries for the Telstra Travel Pass and also the Telstra Premium Plan?

 

Secure Passwords - not rocket science in 2016

Status: New Idea
by AskMe on ‎29-03-2016 07:12 PM

Secure Passwords for our accounts should not be something in today's day and age we should have to be asking for... particularly from a company that proclaims to be an expert in the IT&T field.

 

Alas, it's 2016 and we still can't set secure passwords Smiley Frustrated.  You tell us the (limited) characters we can use, which makes the hackers job really easy for a brute force crack.  It is not hard to open up the character set to include symbols & spaces for passwords.

 

This should be a quick win for Telstra to fix, so guys, fix it... before you are added to the list of large data breaches. 

 

Or is the idea to have insecure passwords intentional... so Telstra themselves can easily decrypt (or brute force) customer passwords themselves?

 

So guys... a quick win... why not do it and send off to the marketing guys to make a big song and dance about and restore some customer faith and loyalty?

 

Andy 

Paper bill charge!

Status: New Idea
by XC on ‎20-01-2016 12:48 PM

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 !!!

Bring back unmetered Steam servers

Status: New Idea
by brizbrenz on ‎09-07-2015 05:30 PM

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!

Contactability ....

Status: Not_Likely
by Haken on ‎14-05-2014 11:58 AM

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.

Status: Not_Likely

Upload Speed Boost Option for Cable Plans

Status: Not_Likely
by Futur on ‎14-08-2014 05:16 PM

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.

Status: Not_Likely

Thanks for the feedback on the upload speeds of cable and this is feedback we have heard previously.

 

From my understanding, I believe there is a technical reason for these upload speeds, however I don't have specific details on this.

 

I will pass it on for you however at this stage these speeds are unlikely to be changed.

 

Thanks again.

Travelling overseas

Status: New Idea
by Philipwithonel on ‎09-12-2015 01:25 PM

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.

Data Usage Delay

Status: New Idea
by Collie-Dog on ‎24-07-2015 06:11 PM

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 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.

 

Cheers

 

Status: Maybe Later

I have received a reply from this and this idea is something that has been considered by our product team previously. 

 

At the time they decided to go in a different direction however this doesn't mean that it won't be considered in future. So it is possible that we will do more with this down the track but it was not suitable for this current time.

 

Thanks again for the idea and I hope you keep them coming Smiley Happy

customer loyalty program

Status: New Idea
by AndrewL27 on ‎30-04-2014 07:16 PM
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

Call plans

Status: New Idea
by jamb on ‎08-04-2015 01:45 PM

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

Telstra Thanks

Status: Maybe Later
by bjcruick on ‎18-08-2014 05:30 PM
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.
Status: Maybe Later

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

A seniors bundle

Status: New Idea
by on ‎13-04-2013 03:20 PM

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.

 

Suggestion.........

 

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.

 

Thank you

 

 

 

 

 

 

 

 

 

It should be possible to confirm online that service blocking has occurred (ie for premium sms, content and data).

 

 

Having followed the instructions to bar premium sms and content from the mobile phones of my kids, I was disappointed that I apparently hadn't done it. I asked Telstra, and they said they had done it, but it wasn't and I needed a second call to (so far) succeed

 

Forewarned, I tried on the other kid's phone, only to subsequently discover I still couldn't really do it, and now I'm hoping that my verbose complaint has helped to get it done.

 

Surely we could have an indication on the My Account page that at least showed the status of these services (premium barring, content, data etc). It is otherwise very obscure.

 

Thanks

 

Ben

Leave it with us - Way to track requests

Status: New Idea
by BRF on ‎18-03-2015 08:17 PM

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_Toolbox

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 Smiley Happy