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Level 6: Bloodhound

How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

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I know times are tough but my goodness why on earth can I not get through to an actual person at Telstra!!!!@!!!@!@@@@ It is infuriating!!!!!!@!!!@ Little wonder they get customers from hell when they give us a complete nervous breakdown just trying to reach them!!!!!@!@!@!@@@ Their stupid and useless automated system DOES NOT relate in any way, shape or form to my enquiry but I have no other way of contacting someone. I am directed to use my mobile app but for some stupid reason when I press the blue button it doesn't take me anywhere and I am not able to get help!!!!!!!!!!!!!!!!!@!! I NEED TO SPEAK TO SOMEONE about some anomalies with my account and there is NO option for this anywhere!!!!!!!!!! I am so incredibly frustrated right now with HOW HARD IT IS TO EVER REACH A REAL PERSON AT TELSTRA! It shouldn't be this hard!!!!!!!

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Level 2: Rookie
Accepted Solution

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

In a similar position to you, I have recently found there is an online form submission at https://www.telstra.com.au/contact-us/feedback-complaints/make-a-complaint

 

I was also unable to get any help with my issue by phone, and the app wont work on any of my devices, so I have submitted my issue there. Good luck!

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Level 25: The Singularity
Level 25: The Singularity

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

In the messaging in the My Telstra app. Type in your query with as much detail as possible (starting with your full name). If Codi tries to redirect you, type "Speak to a consultant" and you should be transferred to the queue to chat to a human.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 6: Bloodhound

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Thanks Jupiter... the issue is the blue button does not work for me! I've pressed it 100 times and nothing happens... I've also called the 13 22 00 number half a dozen times and just get fobbed off by the useless automated system pretending to be a real human. It just tells me they're dealing with more important issues but the whole thing there are absolutely NO options to select that relate to my issue... and their online chat option is not working at the moment either. It all leads you to use their useless mobile app. Their service sucks! They are such a large corporation now that it is impossible to contact anyone... just like Facebook, Microsoft and so on. They lead you to these online forums which in this case can absolutely NOT help with my issue! They should give their service away for free given the stress it causes people to try and have any dealings with them!

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Level 2: Rookie
Accepted Solution

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

In a similar position to you, I have recently found there is an online form submission at https://www.telstra.com.au/contact-us/feedback-complaints/make-a-complaint

 

I was also unable to get any help with my issue by phone, and the app wont work on any of my devices, so I have submitted my issue there. Good luck!

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Level 6: Bloodhound

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Oh... well done! I did see the complaint option but didn't think to use it. I wonder how long that will take for them to look at. Can you imagine how many complaints they get! They could do themselves a favour and vastly improve their offering so that they wouldn't get customers from hell... when customers can finally manage to get through to them. Thanks again.

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Level 13: Super Sleuth

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

If my experience with Telstra Complaints is anything to go by they'll call you but only let the phone ring once or call on a Private Number so you don't know who is calling, they won't leave a message, then they'll send you an e-mail saying they are unable to get hold of you and asking you to call them, when you call back the person who is handling your complaint won't be available.

Rinse and repeat.

Round and around we go.

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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

I feel you. Been having the same problem myself but finally learnt to use the chat feature on the My Telstra app via my phone. It keeps a record of your chat vs doing it online and losing everything once you close the chat with them. It might ask you to troubleshoot something first before they let you message them but now i just go straight into the app and click on “get help”, then on the blue speech bubble And type to them direct. Just type in “fault” and usually  someone gets back to you. You can also message them on Facebook via Messenger. They may take a day or so to get back to you but you can chat to them on that if your blue button is not working. It’s super frustrating atm, have not had internet for 6 days but can’t actually speak to someone in person. 

Just another person using the internet.
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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

I can’t get a response from any messages!

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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Unfortunately this doesn't work.  I've tried it several times, just in case I missed something the first and second times.  There is currently NO way of contacting Telstra.  MyAccount online (Mac and Phone) shows an error message when I select the plan hyperlink.  The link from their email which told me they are about to upgrade me (not wanted) doesn't take me through to any plan choices.  The link from same email which identifies that I use so little that I can select Mobile Plan Extra Small doesn't take me through to any plan choices.  My husband also tried all options and failed.  Chat doesn't work - there are no live agents available and the computerised support I "spoke" with kept putting me into a circular "solution" which took me back to MyAccount (which I can't access).  A phone call was terminated by Telstra after a few minutes of responding to selection options, by an SMS telling me that I only need to go into MyAccount to solve my problem. We rang the Norwood Telstra store to find out that we have to go in to change our plans. Can't be done over the phone because they have no system in place to verify my ID. My husband can't go in for me and I am an "at risk" person for COVID19. The person there told me to go to MyAccount and argued with me when I told him it's not working. (His evidently is).  He then told me I can phone but it's a long wait. I told him several times that the call was terminated and I received an SMS telling me to go to MyAccount. Despite me telling him about the SMS & that MyAccount is not working, he argued with me on both counts and kept referring me back to those options! My husband has left a message on the Telstra Facebook page - hopefully that way we can get a message through.  I have given several lots of feedback (at Telstra's request), but don't hold out any hope that a human will read them. (This has been going on since last week).  I will NOT pay for that automatic upgrade to my plan which I did NOT request .. my next option is to use the Complaints form online. (I read somewhere that their WebMail doesn't work either right now and of course there is no facility to email them, or to respond to their email to me).  After that, I guess it's more hours of my valuable time, chasing up the complaint with the TIO!  If I've missed something here please let me know!  I am at my wits end and trying hard not to lose it!  No wonder they have so many "customers from hell!!" - I'm soooo trying to NOT be one of them!

 

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Level 25: The Singularity
Level 25: The Singularity

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

No. There is no link in the message that you are sent. That is correct. You need to organise the Plan change through a consultant (the XS plan can't be selected online by anyone).

 

As long as you have put through the request in writing (preferably by the My Telstra app as it is saved), then if you can't get it sorted by the time it automatically comes into place, then you will have evidence that you tried to get changed to the XS plan in time and costs should be reimbursed.

 

If they don't get back to you by the end of the week, lodge a complaint using https://telstra.com/complaints as that will also act as a record that you tried (plus, you need to lodge it before you go to the TIO).

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 2: Rookie

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Finally I was able to communicate with Telstra and they did fix my issue: I had been unable to log into the app (tried both iphone and android) but I eventually tried using another account to log in rather than the account attached to the service I had an issue with, and voila, I was able to raise my issue using the "help" page on the app, quoting all relevant account information so that they knew which service to fix.

 

With the exception of the web form I linked above, there seems no way to contact Telstra but by using the app, and perhaps facebook (did not try), which is a very sad state of affairs for those of us who don't go in for such things.

 

Edited to add: So perhaps, if your problem contacting them is because the app won't let you log in then maybe you have another account you could try logging into the app with or perhaps you could start a new telstra ID to try logging in with to access the "help".

I don't know if that would work, just saying that logging into the app with a different account that I had access to worked for me.

 

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Level 2: Rookie

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

I am a business customer and have several phones lines etc and I couldn't believe that they now expect you to type all day with some text app. This is totally unacceptable and we should not accept this.

 

I expect this for a cheap mobile sim from a corner store not Telstra.

 

When I talked to this app and asked them to phone me they say they dont have a phone line haha and when I kept on asking them they just ignored me.

 

Great Telstra. No service, No people, nothing.

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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

I cannot believe this ..   A TELECOMMUNICATIONS company as big as Telstra cannot call you back ...  EVEN IN COVID  people can use the phone.  This is the most ridiculous thing I have come across.   I have been trying to cancel my cable with Telstra for a month and they cannot help me as I have already transferred to another provider.  I am sure if I dont pay the bill they can immediately disconnect the service though !!!   I am so angry that I can't contact anyone in person .. I have tried all ways and only get that stupid app that I had to hold on for over 1.5 hours that other day while they tried to sort and in the end couldn't.  Promised someone would call back but they didn't of course .. for over a week now.    Trying again today but am soooo annoyed.  I will NEVER EVER RECOMMEND TELSTRA to a living soul.   

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Level 25: The Singularity
Level 25: The Singularity

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Did you port to another provider, or did you move and start a new service?

If you ported, then your Telstra account should have been closed off automatically as part of that process (and it sounds like it has been if they are saying that they can't cancel it because you have ported - therefore the service doesn't exist to be cancelled). All you should receive is the final bill.

 

If you are still receiving bills after paying the final bill, then lodge a formal complaint via https://telstra.com/complaints to get it dealt with.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

You cannot. I’ve spent hours trying to cancel my mobile. The automated phone system said they are attending to more important issues than cancelling my account, it then sent me a link and hung up on me.  

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Level 1: Cadet

StepRe: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Even if I type into the app, they respond after 6 hours so not sure if they expect me to be in front of my screen all the while. And then if I respond, the cycle repeats again. I tried raising a complaint and someone named Rod did call me after a week. He gave me his direct line to call in case of any issues. I tried calling the line and all I got back was "Call back during business hours". There was no indication of what the business hours were.

 

I generally had a decent experience with Telstra before COVID. I work for a bank and we increased our customer facing resources during the pandemic. I'm surprised why Telstra would cut down their staff ( at least thats the excuse they give for this poor service )

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Level 25: The Singularity
Level 25: The Singularity

Re: StepRe: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Business hours are generally 8am to 5pm (AEST).

 

The number of staff is down because their overseas call centres are still largely out of action and most staff that work in these centres can't work from home.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 2: Rookie

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Tell me about it! Nothing but inhumane robotic assistance available which equates to zero service! For god's sake doesn't anyone employ human assistants anymore?!! Sure as eggs Telstra knows where to find us when the shoes on the other foot!!Woman Mad!

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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Telstra has to be the **bleep**est company ever anyone looking to lodge a complaint should contact https://www.tio.com.au

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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

This is spot on, their service and support is woeful, I want answers and just get a massive run around in order to leave the customer to give up...frustrated to max. best leave this service until they learn to offer a support --- I have done the run around , got on the on line support, back and forth, the phone line is Too busy so wait in line at your peril or get a phone back only to be hung up on.... I dont think they have an actual person in the phone booth they call the service centre.... they deserve to have the NBN ruin them, with other options.... I am a share holder and have watched the decline of Telstra and my funds... so it hurts every way they can...i think they enjoy frustrating their  clients... GO ELSEWHERE!!!

 

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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

It’s it’s so frustrating. Trying to connect to nbn via a message is unacceptable. So many muck ups. My kit was supposed to come today and all I got was a wan cord. So over this

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Level 1: Cadet

Re: StepRe: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Not expected for a company as big as Telstra. In times of crisis, they should have focused more on business continuity. A callback is the least they can do. Worst still, not provide call numbers that doesn't work. I do call them during business hours and the message I get is "Call back during business hours". No acceptable.

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Level 1: Cadet

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

I am having the same problem getting to actually speak to someone!!. My internet has been down for 2 ffkn days and I work from home and too I can't get to talk to anyone. I did get through on the message service and he had me on there holding for over 5 ffkn hours WTH!!! I said I wanted to be put through to someone else and then he came back and said we are  still working on it, then an hour later says I have to send you to the next level  and that someone would call me, nothing and it's going into the 3rd day so disgusted with this service!!!!! 

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Level 3: Gumshoe

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

I pay these guys over $2k every year and they find the need to make it impossible for me to get $5 worth of someone's time to fix the issue they caused. Codi (their chat bot) is a joke. They hide their phone number on their main page. You get a warning that it will take a long time to talk to a person because of "high load". There's no high load. There's normal load but not enough people to take the calls.

 

Telstra loves taking peoples money but hates having to interact with them. It views customer service as a cost rather then an opportunity to strengthen its brand.

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Level 2: Rookie

Re: How on earth does one contact an actual person at Telstra!!!!!@!!!!!@!!!@!@!@@#@#

Pete33, I couldn’t agree with you more. This is what we in the so-called ‘lucky country’ get to have to deal with when big companies like Telstra decide to move their call centres off-shore! Instead of doing the latter in an effort to save money Telstra, why not try the more commen-sense approach of keeping your business on our shores, offering HIGHER QUALITY of service,  which will in turn attract more customers and therefore generate more $$$$$! No wonder you have some much competition Telstra - the solution would be a logical one, if it weren’t for greed standing in the way! Now we’re being forced into talking to a Chinese robot, to which no matter what format we use, doesn’t understand a nut from a bolt, yet you stand proud as you happily persist in calling that CUSTOMER SERVICE... honestly Telstra, wake up?! 


I even tried to call our local Telstra store the other day- 6 times, and no one’s answering the phone there either! 🤷‍♀️Seems rather ironic though -  not only are you only privy to our personal details , but you can pick up the phone and call us without question. We - your customers- -  pay for this so-called service, therefore should we not be entitled the same privilege! 
No point in continuing to waste breath and energy on this company. First chance I get will see me moving on! What can I say, it just keeps gets better doesn’t it?!

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