Connection Fee
I have rented flat in Spring Hill next to city and I asked from Telstra to provide me with the phone service.
On my first bill, I figured out the connection fee was 299 dollar. When I called Telstra representative, I was told
Since this is the first time, my flat gets connected to phone service therefore the connection fee is 299 dollars.
I am pretty sure there was no cabling job, because when the technician arrived to do the connection, I was at home and he spent just 10 mins to do the connection. I also doubt that it was the first connection for that flat.
I am wondering if there is any organisation that I can raise this issue to.
Thanks
The complaint has been investigated and resolved to the customer’s satisfaction.
Poor service
Letter sent to Telstra follows:
"After a period of rather intense lobbying from Telstra with regard to switching over to the Next G network from the CDMA system, I recently changed over while I was visiting Geraldton.
I was advised that the Samsung A412 was the correct phone for use in regional areas and as my home base is 4 kilometres south of Popanyinning, this was the phone I selected.
Imagine my disappointment on returning home to find that the service I now get from Next G is not as good as that I used to enjoy with CDMA � despite Telstra�s protestations to the contrary. After speaking to friends who had already changed over to Next G, I was most concerned that the new service would not deliver what Telstra was promising. I specifically brought this matter up with your sales person at the Geraldton store and was assured that the service would in fact be better than CDMA.
On returning to Popanyinning soon afterward, I have now found that the Next G service is nowhere near to as good as the CDMA service was and that I am now missing calls all the time.
My husband and I travel frequently and do not have access to a land line. For this reason we are totally dependant on our mobile phone and I now find that we do not receive incoming calls at all while staying at Popanyinning. For some odd reason we do receive messages from Telstra telling us we have missed a call when the phone has not even rung.
Even when taking the phone outside (the only way I can actually make a call) the signal fades in and out � something noted by one of your own operators when I was speaking to her with regard to the problems I am having.
We live in a caravan on a permanent basis and the Next G signal (unlike the CDMA signal) does not seem to reach the phone inside the van. I have enquired about the possibility of Telstra supplying gratis, or at a much reduced cost, a �car kit� with an external aerial that could be mounted on the van so that I can receive a proper signal. Sadly to date, I have just been fobbed off by Telstra sales staff.
My husband is in receipt of a disability pension and we simply cannot afford the exorbitant expense of a car kit. As Telstra�s Next G system does not deliver what we were promised and we cannot use the phone properly, I have to now consider returning the phone and asking for our contract to be cancelled � that is unless something can be done so that I can receive the service I was promised.
I hope you will be able to help resolve this situation and as I am currently visiting Bunbury (and will be here until about December 20) I am taking the opportunity to write to you in the hope of a speedy resolution."
Predictably no reply of any kind has been received.
The complaint has been investigated and resolved to the customer’s satisfaction.
Overview of Telstra complaint handling
-
Telstra contacts
-
Telstra phone numbers125 111125 111Click up if you have successfully reached Telstra by calling 125 111 phone number 1 1 users reported that they have successfully reached Telstra by calling 125 111 phone number Click up if you have UNsuccessfully reached Telstra by calling 125 111 phone number 0 0 users reported that they have UNsuccessfully reached Telstra by calling 125 111 phone number100%Confidence scoreMobile Phones And Tablets125 8887125 8887Click up if you have successfully reached Telstra by calling 125 8887 phone number 1 1 users reported that they have successfully reached Telstra by calling 125 8887 phone number Click up if you have UNsuccessfully reached Telstra by calling 125 8887 phone number 0 0 users reported that they have UNsuccessfully reached Telstra by calling 125 8887 phone number100%Confidence scorePre-Paid Services133 933133 933Click up if you have successfully reached Telstra by calling 133 933 phone number 1 1 users reported that they have successfully reached Telstra by calling 133 933 phone number Click up if you have UNsuccessfully reached Telstra by calling 133 933 phone number 0 0 users reported that they have UNsuccessfully reached Telstra by calling 133 933 phone number100%Confidence scoreBroadband132 200132 200Click up if you have successfully reached Telstra by calling 132 200 phone number 1 1 users reported that they have successfully reached Telstra by calling 132 200 phone number Click up if you have UNsuccessfully reached Telstra by calling 132 200 phone number 0 0 users reported that they have UNsuccessfully reached Telstra by calling 132 200 phone number100%Confidence scoreGeneral Information132 203132 203Click up if you have successfully reached Telstra by calling 132 203 phone number 1 1 users reported that they have successfully reached Telstra by calling 132 203 phone number Click up if you have UNsuccessfully reached Telstra by calling 132 203 phone number 0 0 users reported that they have UNsuccessfully reached Telstra by calling 132 203 phone number100%Confidence scoreHome Phone+61 396 346 400+61 396 346 400Click up if you have successfully reached Telstra by calling +61 396 346 400 phone number 1 1 users reported that they have successfully reached Telstra by calling +61 396 346 400 phone number Click up if you have UNsuccessfully reached Telstra by calling +61 396 346 400 phone number 0 0 users reported that they have UNsuccessfully reached Telstra by calling +61 396 346 400 phone number100%Confidence scoreCustomer Service
-
Telstra emailssustainability@team.telstra.com100%Confidence score: 100%Support
-
Telstra headquartersLevel 41, 242 Exhibition Street, Melbourne, Victoria, 3000, Australia
-
Telstra social media
Most discussed Telstra complaints
Customer ServiceRecent comments about Telstra company
Customer ServiceOur Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.
Is ComplaintsBoard.com associated with Telstra?
ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Telstra Customer Service. Initial Telstra complaints should be directed to their team directly. You can find contact details for Telstra above.
ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.
After complaining to them that they put me into a wrong phone plan, after 4 months they phoned me and areed that if I go into their store in Main st Mornington and hand back there phone, I would get my refund of just over 600$, they said they would be a refund in the post inside 2 weeks, that was a month ago, and to this moment I have not recieved the said money, .( i returned the phone to the store that day they phoned)
Calling continuously while I am working to do market research ids unacceptable.
Is the $299 new connection fee standard. Considering Telstra does little to no work to connect the phone. I am living in a new flat when I wished to get the phone/Internet connected with a different Telco company the Telstra technician arrived, took the Phone socket from the wall, ran his machine over two connections. Went outside to the cable box, tagged another wire.
About 20 minutes work and 15 minutes procrastinating. Then informing me he could not connect the phone. I then had to get an Electrician to come in and install a cable. Connect wiring and only then was my Phone connected.
Telstra has the bloody hide to charge me $299 for basically flicking a switch. This means there are 18 Brand new Flats in my complex, each at $299 therefore $5382 plus $30 each per month for flicking 18 switches and not much more. What a rort.
When Telstra came to our house to re-connect our line (notice re-connect) because they had wired in a Pair-Gain Splitter, which stopped the ADSL signal. So the man came out and didn't even take a look at our junction box wiring which was really wired in a dodgy manner. I find this appauling that they didn't even think about looking at the wiring and now our internet runs at an eight thousanth of the speed that we pay for.
I think Telstra should be kicked out of being the main Telephone Provider as they are a ripoff and they don't train their contractors properly.
I have taken a picture of the wiring that didn't get looked at. Notice wires not twisted, that allows line noise which stops the ADSL signal from being strong. The wires for telephone also passes several power cables.
telstra are ###!