Telstra-Blues
Level 2: Rookie

Why does Telstra discriminate against its existing customers?

Answered

I recently switched from ADSL to NBN on the L unlimited plan which costs $99 per month and gives me unlimited internet on the NBN25 plan.

 

I noted that new customers were being given the same price for an unlimited plan on NBN50 (Standard Plus Evenings).

 

I went into the Telstra store in Murray st in the Perth CBD and the attendant said he could switch me over to the better plan at no cost and no extension of contract. He said that this would take 24 hours to change.

 

Nothing happened for two weeks so I rang Telstra. They checked and said they had nothing in their records but could make the change for me but would need to charge $20 /month for the speed boost.

 

This is a great example of discriminating against long term customers.

 

It is also a great example of stupidity as my contract runs out next month and the Telstra people must have been able to see this. Giving me a speed boost for a month at the same cost as a new customer would have probably meant I stayed with Telstra. 

 

As it is, I will be cancelling and, having done my research, I know that I can buy a better speed at a lower cost than Telstra with no lock in contract.

 

Telstra's discrimination against its existing customers, while pandering to new customers, has lost them a customer - probably for life.

1 ACCEPTED SOLUTION

Accepted Solutions
cf4
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Why does Telstra discriminate against its existing customers?

Existing customers get the free upgrade to the Standard Plus Evening Speed as well as new customers if you are on a plan costing over $80 per month. You have been misinformed by the people you have spoken to in Telstra. I would ring Telstra NBN support 1800 834 273 and ask why you have been upgraded to Standard Plus Evening Speed

 

https://www.finder.com.au/telstra-is-giving-more-than-850000-nbn-customers-a-free-speed-boost

 

If you have fixed wireless NBN the Standard Plus Evening and if you have FTTN your link might not be capable of the higher speeds if you are over 800 meters from node.

 

You can check the maximum speed your FTTN link is capable of by log in to gateway and viewing  the DSL link stats.

 

TG587 TG797. TG799 and TG800
http://10.0.0.138 > advance > broadband > DSL stats

 

Telstra Frontier (DJN2130) or Telstra Smart Modem (DJA0230)
http://192.168.0.1/ > Advanced > Broadband >DSL stats

 

Telstra Gateway (Sagemcom F@st 5355)
http://10.0.0.138 Advanced > Gateway Settings > Dev Info > General > xDSL (Near bottom of page) Password admin.

 

View solution in original post

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
7 REPLIES 7
Telstra-Blues
Level 2: Rookie

Re: Why does Telstra discriminate against its existing customers?

Got really grumpy about all this and have cancelled my Foxtel by Telstra account today which was already out of contract. Shame I have to wait 22 months before my five cell phone contracts are out of contract.
cf4
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Why does Telstra discriminate against its existing customers?

Existing customers get the free upgrade to the Standard Plus Evening Speed as well as new customers if you are on a plan costing over $80 per month. You have been misinformed by the people you have spoken to in Telstra. I would ring Telstra NBN support 1800 834 273 and ask why you have been upgraded to Standard Plus Evening Speed

 

https://www.finder.com.au/telstra-is-giving-more-than-850000-nbn-customers-a-free-speed-boost

 

If you have fixed wireless NBN the Standard Plus Evening and if you have FTTN your link might not be capable of the higher speeds if you are over 800 meters from node.

 

You can check the maximum speed your FTTN link is capable of by log in to gateway and viewing  the DSL link stats.

 

TG587 TG797. TG799 and TG800
http://10.0.0.138 > advance > broadband > DSL stats

 

Telstra Frontier (DJN2130) or Telstra Smart Modem (DJA0230)
http://192.168.0.1/ > Advanced > Broadband >DSL stats

 

Telstra Gateway (Sagemcom F@st 5355)
http://10.0.0.138 Advanced > Gateway Settings > Dev Info > General > xDSL (Near bottom of page) Password admin.

 

View solution in original post

Telstra-Blues
Level 2: Rookie

Re: Why does Telstra discriminate against its existing customers?

That's great. However I am not running after Telstra anymore. They will have to recognize that that stuffed up and contact me or make the change requested. In the absence of any effort by Telstra, I will be progressively moving my business elsewhere, and will be investigating how I move my business interests elsewhere as well.
Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: Why does Telstra discriminate against its existing customers?

I moved over to Bigponds NBN from their ADSL on the 30th Nov '17.

 

A couple of weeks later they started advertising the Standard Plus Evening Speed (Tier 50) on new accounts.

 

Recently I was automatically changed over to the higher speed.

 

So as @cf4 has mentioned, its also available for existing customers as well. But considering the volume of customers that it has to be done to its going to take time. It seems to be done in batches.

 

When Telstra decided to change the $99 plan to unlimited it did take some time for existing customers to be upgraded as well. 

 

Yes, a call to NBN Support would most likely speed that up. I know oversea's support has allot to be desired. Locally though, Telstra people are pretty damn good.

 

Maybe when you are in the right mood, try the online chat.

Someone keeps putting vegetables in my beer crisper :-(

Footnote: I don't work for Telstra, I just try to help out fellow Telstra customers.
Telstra-Blues
Level 2: Rookie

Re: Why does Telstra discriminate against its existing customers?

Contacted Telstra again today. Explained the above and also provided the information from CF4 below. The help desk person (Abbegel) then resolved the problem and I was advised that I should be upgraded from NBN25 to NBN50 in the next 24 hours (maximum). I was also provided with a reference number so that I could track progress. Well done Abbegel!!
Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: Why does Telstra discriminate against its existing customers?

@Telstra-Blues I'm glad it was resolved for you :-) 

 

Its just a matter of speaking with the right people. 

 

I don't know how Telstra goes about updating everyone with the latest offers, but there does need to be a better system in place so these issues are resolved first time around. It cant be cost effective they way they are doing it now.

Someone keeps putting vegetables in my beer crisper :-(

Footnote: I don't work for Telstra, I just try to help out fellow Telstra customers.
AzzzzzA
Level 1: Cadet

Re: Why does Telstra discriminate against its existing customers?

You're not Robinson Crusoe there. My last contract end in May. Then outta here!!

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit