Minnow
Level 4: Private Eye

Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Every time I ring the phone number (that takes oodles of searching to find) in relation to a problem with my prepaid service, after being placed on hold for ages a automated response comes on directing you to self help sections on their web site. The problem is those self help items cannot answer the question I have. The online chat virtual assistant then directs you to My Telstra App to leave a message, but I can't download it as I have insufficient internal storage space on this Samsung phone which insists that 99.95% of Apps must be stored internally and not on the 32Gb SD card I put in the thing.

 

Fair dinkum, how do you get customer service from a real human at Telstra any more or does everyone just hideout behind technology. Looks like I now have to make a trip to and do battle at a Telstra Shop, who are most reluctant to handle issues with existing product with their focus being on selling new product- besides having to stand outside for hours as they take 1 customer at a time into the store.

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13 REPLIES 13
Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Hi @Minnow 

 

What is the problem, we might be able to help?

 

You can try the online Telstra Chat https://tel.st/t65yg  (No app required) and type "Chat to a consultant"

 

The 13 22 00 number does work but can be long delays. Best to call during business hours.

Someone keeps putting vegetables in my beer crisper :-(

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

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Hi I cant help with your question.but after trying to solve a problem myself , Ive discovered that only a nbn question is answered by someone in australia.

So be smart, pretent you have a question about nbn   once through to  them, ask if they have expertise in other areas, usually they have info and access about your account that the sales people do. Try it, if that doesnt work, here is a phone number to call: 1800 062 058 telecomunications umbundsman. The app doesnt work, even a telstra tech guyadmitted that to me. 

Minnow
Level 4: Private Eye

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Hi @Ozmoz 

 

I have tried the Online Chat and it keeps telling me I can't be put through to a consultant and directs me to the online self help sections on the web site...same results on the 13 22 00 number.

 

I have posted my issue on this forum yesterday, hopefully the copy permalink has worked below

https://crowdsupport.telstra.com.au/t5/samsung/prepaid-mobile-freedom-list/td-p/910927 

Minnow
Level 4: Private Eye

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Hi @tvguide 

Thanks for the sneaky tip. I will try 13 22 00 one more time and if no good will go to the Telstra Shop and make a right nuisance of myself until I get an answer. For some reason I can't even look up details on My Account for my prepaid mobile phone, keeps reporting an error when trying to access, yet I can access details for my prepaid mobile broadband account no problem. Something has got screwed up with my prepaid mobile phone when I did the last recharge 2 days ago.

Chris3195
Level 1: Cadet

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

This is absolutely hopeless. I need to discuss my plans and see which ones I still need, which can be reduced and which, of any, I can cancel. I put all this in the text message thingo and I got:

"Sorry I can`t  get you Could you please explain me that you want upgrade or downgrade your plans?"

I had already said I wanted to review my plans.

I am currently paying much more than I need to every month but I can't get through to anyone to work out what the best plan is.

I've got no idea what any of this has to do with COVID? You can still put someone on the end of a phone somewhere. You are Telstra after all. You do know about phones don't you?

And I am a business customer and have been with you since 1993.

ProfessorPhone
Level 23: Superhero

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

As you are a business customer.........

Did you connect through a specialist Telstra Business Centre?   

They have a higher level of service.

They are now called Business Technology Centres. Below is a link to finding your nearest:

https://crowdsupport.telstra.com.au/t5/telstra-business-technology/ct-p/Telstra-Business-Centres

"BEING NICE TO OTHERS .. IS NICE"
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"
Minnow
Level 4: Private Eye

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

I couldn't get to a Telstra shop today so I decided to go through the hassle of downloading the My Telstra App and putting my question there. After that exercise I tend to agree with @tvguide in that the App either does not work, Telstra are not telling the truth as this being the way to get a consultant to answer your question, or it is just a con. I posted my question at 16:50 and at 16:55 got the following automated response...

 

Thanks for waiting, we've got your message. We're currently experiencing some delays in being able to respond to your message but we will respond as soon as possible. There's no need to stay waiting in front of your screen as this conversation won't close if you step away just keep this window open.

 

I have kept the window open and checked if it was still active by sending a follow-up message at 17:24 and 19:50, and it was. I just checked checked at 21:58, window is still open but not response after 5 hours...time to give it the flick. It appears technology is wonderful....to hide behind.

Jamcat
Level 1: Cadet

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

As I said to Minnow Telstra Chat is not only seriously bad service but you do risk a 5% chance of getting your details used for fraudulent activities.

The overseas call centers the majority having inexperienced operators are a very poor way of getting a secure service .

go to your Telstra store and speak face to face with a human being..

Minnow
Level 4: Private Eye

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Well, I visited a Telstra Shop today, but again the hurdle is still in front of me. Very nice guy tried to help me but because my prepaid is a older plan, not one of the current offerings, he didn't know enough about it and how it is set up to help to answer the question I have. He also did not have an answer on how else I might go about getting a answer to my question, basically confirming that it is even just about impossible for them at the Telstra Shop to get through internally to anyone at Telstra Support at the moment.

 

BTW he did say that the problem that I have in trying to look up details for my mobile number on the Telstra My Account online facility (when I click on my displayed mobile number it responds with 'Something went wrong' and won't let you do anything) is affecting quite a number of customers, e.g. those who may have changed to different plans in recent weeks.

 

I don't know where to go or what to do now- stuck in the wilderness.

Renee
Support Team
Support Team

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Hey Minnow,

 

If you are still experiencing trouble with your Pre Paid account, I recommend having a chat with us via our app;  https://tel.st/fcvwk.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Minnow
Level 4: Private Eye

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

Hi Renee,

Sorry, what app are you talking about, the My Telstra App? If you are I have already tried this and after typing the message it automatically asks you to pick from options that don't relate to the question. After toing and froing it then responds that the message has been forwarded to a consultant. It says I don't have to wait for a reply if I turn on push notifications but I use the internet on my mobile via my home wifi not by using mobile data and I eventually have to go out. Last time I waited over 2 hours, no response. And if I exit and you provide a response later it does not appear to make it to me, even though I have notifications 'On', as when I check back later and open the notification centre there is never anything there. Anyway I just redid the message about half an hour ago and it said the message had been sent to a consultant so we will see what happens this time.

 

This is a ridiculous way of dealing with customer service, this started out 3 weeks ago and is still going on. When the standard Q & A options on the app don't provide the answer to the question you need to be able to speak to a real person instead of messaging back and forth...end of story. From what I can see the My Telstra App is useless except for checking balances and recharging.

625
Level 1: Cadet

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

I totally agree with what you are saying, talking to a machine is a waste of time and the after its speel cuts you off. What are we paying for customer service is none? Then you find an extra charge on your bill with no idea what it is for.  I am fed up with Telstra either they lift their game or my friends and I will go elsewhere. Our computer is so slow that sometimes you get fed up waiting for it to come up.  As for paying your account, I will not direct debit until I see the bill every month, who knows what extra charges are on it. You are right the Telstra shops are a waste of time, my wait was half an hour and I gave up at 76 years who wouldn't.

Rosie987
Level 1: Cadet

Re: Is There Any Way of Talking to a Real Person at Telstra Customer Service any more???

I have had some success with a solution: call 132200 or 1800 461 799 to reach the menu and from there on just repeat the phrase ‘Complaints’ until they put you in a queue. It doesn’t work 100% of the time as the first time I tried they sent me the link and booted me but I was able to eventually get through to a very tired sounding operator who confirmed that it was the best possible bet for reaching a real person in this current sad state. If you do get through please try to be kind to them I think they are suffering just as much as us but it won’t hurt to lodge a complaint about this bs automated system. 

Set it & forget it

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Avoid queuing up and never worry about late fees again.

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