Contacting Telstra

[TheBat36]

Does anybody actually work for Telstra anymore or is everything now automated and hence all staff are now un reachable?

I have spent the last 4 weeks trying to speak to a human, not a text message service or email system but an actual Human of Telstra who can solve my problem of being able to migrate some IP Address between my services.

You can't ring the internet helpdesk, you get redirected to a text message service on your phone.

That Message person ends up saying sorry not my department cant help.

I can't get to sales to order a new service, again redirected to a text message.

This has been going on for 4 weeks, seriously how hard is it to get somebody to actually reach out?  I know I know, Covid-19, but seriously, if nobody is answering the phones who is actually keeping the cogs turning at Telstra at the moment.

Customer Service at Telstra at the moment is nearly Zero.

[Rohan123 · Accepted solution]

Hi @TheBat36 

You could try these numbers.

Telstra Tech Support 1800 007 391

Telstra Tech Support 1800 063 234

Telstra Billing 1800 461 799 (billing can offer sales)

Or try 132200 and keep saying sales.

Telstra are answering the phone just in a limited capacity.

Use the app.

https://www.telstra.com.au/mytelstra

Send a message (blue icon, bottom right of Get Help screen) and if Codi sends you somewhere else, Type Speak to a consultant

[TheBat36]

Hi @Rohan123 

Telstra Tech Support 1800 007 391 was the winner to getting to a human.  Unfortunately that person wasn't even aware of the product I was referring to be eventually they found somebody who did.  A ticket has been logged with my issue. 

I will see how long it takes to get my problem solved, but thanks again for the extra number to try.

[Rohan123]

Hi Again @TheBat36 

Glad I could help in some way.

Hope your issue gets sorted.

[XHELP]

Is there an phone number that Telstra users can phone from overseas?

[Rohan123]

Hi @XHELP 

This is the only number I could find.

+61 439 125 109.

[nothelpfull]

The largest communications company in Australia is not contactable if you want to speak to an actual person.

why?

I know there is a covid problem but this is a communications company so spreading your help centers over larger areas with less staff should be a solution.if anything, if communications is their business then, contact should be easier.

And now we have the app which is convoluted, complicated, unhelpful in anything but the most menial of areas and only really sends you in circles.

Finally, as a last resort you are expected to get your answers from other customers.

What is actually going on?

sure there are phone numbers but they in the end only send you back to the app and then hang up.

So does anyone out there actually know how to contact an actual human at Telstra or have they genuinely made that impossible?

[Rohan123]

Hi @nothelpfull 

Admittedly I'm not a fan of the app or waiting around for an agent to get back to me.

However did you not find the numbers I provided above useful?

Unless Telstra deleted them already, They worked last week.

I don't mean they send you to the app, It should be direct support.

[Perndragons]

I have been having the same problem contacting a Telstra person.  I have tried the numbers that were given to you by Rohan 123 - with the same negative outcome.

I wonder, does Telstra and all the other huge companies who do this, realise how angry Clients get when this happens.  And how the experience causes all trust in the company to disappear?

I have a Bill notice, a bill and have checked 'My Account' online and the Totals are different.  All I am trying to do is pay my bill - which is due in 2 days.

Oh, and I also tried to 'send a Message' but that didn't work either.

[mabelmarks]

So helpful, Rohan, thank you!

[Rohan123]

Hi @Perndragons 

This number was still working from land lines/home phones last week.

Telstra Billing 1800 461 799 

Just doesn't work from mobiles any more.

At the time i provided the phone numbers in my original post, They were all working.

Telstra has since added menu options to the numbers, which used to connect you to Telstra directly.

As for your bill, I would download the pfd copy available through Telstra my account and pay that amount.

Telstra can also be contacted through Twitter and Facebook.

https://twitter.com/Telstra

https://www.facebook.com/Telstra/

Query your bill charge here.

https://www.telstra.com.au/support/account-payment/query-bill-charge?red=social-care-d350403-lithium...

Or you can make a complaint here.

https://say.telstra.com.au/customer/general/forms/Email-Complaint

[Helphelpme]

I have had the same issue , they have not set up my account correctly and I am unable to speak to anyone . Their bot is unable to solve my problem. Telstra is a disgrace - this is what happens when you have overseas call centres in Covid

[HelpNeeded2101]

It is atrocious... I just got my NBN modem and self installed.  Have issues but cannot get anyone to talk to me about the issue.  Luckily there is no contract so can cancel within 30 days and move.   How can Telstra expect customers to stay with no service !

[Rohan123]

Hi @Helphelpme  @HelpNeeded2101 

I had an NBN plan change today and it says to call 1800 834 273 option 2 if i have any Queries.

Also did my original post not help?

[Jenny3136]

Totally agree and when I call Tech Help on 133933 get a robot and they ask for my mobile and I do not have one and then wait and after 5 mins. or so they just cut me off

[Fedup56]

I am having the same problem. I only want to upgrade my whole business phone system but have been unable to talk to anyone at Telstra. The business centre phone calls out and the "message" that you constantly get when you call 132200 wants to send you a sms to there App!! I have been chatting with someone at Telstra online using there message us. They informed me that they would connect me to a Business Account Specialist. That was 30 minutes ago, now just being totally ignored. The Telstra App does not work on my phone.

Looks as if i will have to take my whole account over to Optus which is currently worth some $120,000 per annum to Telstra. 

[KCC2]

They have made it impossible to speak to a human and I don't expect that will change.  Telstra have always had the worst customer service of any Telco and now that it's cheaper to direct everyone to online or an app I doubt they'll reintroduce the call centres they had before.

It's ridiculous.  I've been online for an 1 1/2 hrs now trying to get an answer and hitting a brick wall.  The online chat in the app has a representative that answers me every 15 minutes.  He's said I'm not authorised to speak on the work account and need to get the account holder to allow it.  (We've already done this).  But to do that he would need to speak to someone, which we know is impossible.  So Telstra continue to bill our company for a service we cancelled a month ago.

I spoke to a rep in a retail store a month ago and he was fantastic.  Rang the same store today to be told because of privacy they can't access the account.  I said I did a month ago.  She said Telstra policy has changed.  I said in the last 3 weeks?  She didn't answer.  I told her the name of the rep I spoke to and she said he hadn't worked there for several months (not true, I spoke to him a month ago when we got our last bill).  She wouldn't hear of anything else and directed me to the app.

Telstra sucks balls.

[jackie23]

Seriously who ever created that chat option is a complete idiot.

[Orlando3]

Telstra are crap, im trying to cancel my not working, no satisfaction in non existent customer service. Im going to optus