A good idea would be to answer your phones and online support as a start.
I run a small business and I don't have time to sit and watch a screen for hours to get a response.
Even worse was being hung up on by your automatic answering service.
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If you use the My Telstra app on your mobile for the chat service, then you get a notification through the app when a consultant responds.
I cancelled my 2 mobiles and home internet because of this.
2 days on that text was enough to push me to cancel. After 9 years with them and you can't talk to someone about a problem that they said they fixed ages ago and wasn't. I don't like being hung up by a automatic answering service.
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