Telstra Australia | Telstra Network, Plans, Login & Reviews

Telstra is the largest and oldest telecom provider in Australia with a 100-year track record. Known for having the fastest and widest network coverage in Australia, they are also one of the major drivers of the National Broadband Network. Read on to see what Telstra have to offer, including Telstra mobile phone plans, broadband offers, and customer reviews.

Overview of Telstra

Telstra is an Australian mobile and internet provider. However, it also happens to be one of the oldest and largest telecommunications providers in Australia.

Telstra has a 100+ year legacy since its founding in 1901. Since its privatisation in the '90s and early 2000s, Telstra went on to become the largest private telecommunications provider in Austria and is one of the most widely held companies on the ASX.

Thanks to its history, it's considered one of the most reputable mobile companies in Australia and provides most of the network used for used by the NBN and other mobile phone providers in Australia.

Telstra touted its prowess in its 2021 Annual Report:

We continue to lead the NBN market with a total of 3.5 million NBN connections, an increase of 246,000. Our NBN market share is now 45 per cent (excluding satellite) with the migration to NBN now around 90 per cent complete.

 

What Does Telstra Offer?

Tesltra offers the following services:

• Prepaid phone plans
• Monthly contract phone plans
• SIM-only phone plans
• Mobile phones
• Bluetick phones
• Home Internet
• Mobile Broadband
• Telstra TV
• NBN + Phone Bundles

Telstra Coverage in Australia

The Telstra mobile network is the biggest mobile network in Australia.

Their 3G & 4G network is so vast that it reaches 99% of the Australian population. Telstra is also the main proponent of 5G network infrastructure in Australia. As of June, 2021, 75% of Australians have access to the Telstra 5G network in their local area.

Telstra 5G CoverageTelstra has 5G coverage in over 2,700 suburbs and 200+ cities and towns throughout Australia.

The majority of Telstra's coverage is centred around the east and west coasts of Australia, but they also offer more coverage than other network providers in the Northern Territory.

Telstra Coverage Map

Here is a map showing Telstra's 5G, 4G, & 3G coverage areas in Australia.

Several companies use the Telstra network to offer mobile coverage to their customers.

Here is a list of companies that run on the Telstra Network:

This means that if you sign up to one of these mobile providers, you will have coverage wherever Telstra customers have coverage.

If you live in a rural area, Telstra also offers their "Blue Tick" phones which are certified by Telstra to offer superior coverage.

Customer Reviews of Telstra

Here is a list of Telstra's Pros & Cons as a telecom provider:

Although Telstra is the fastest and largest mobile and internet service provider in Australia, it has surprisingly negative customer reviews.

In this section, we will take a look at what real customers have mentioned in Telstra reviews around the web to give you a better understanding of where the company goes wrong.

• Here is how customers rate Telstra around the web:
• Product Review: 1.5 / 5 stars
• Trust Pilot: 1.2 / 5 stars
• Facebook Reviews: 1.2 / 5 stars

As you can see from the compilation of customer ratings above, the general consensus leaves Telstra with an overall average rating of 1.3 stars out of 5. Translated to a percentage, Telstra has a 26% customer satisfaction rating.

It’s clear to see that Telstra reviews leave the company quite low versus other service providers. Let’s see what customers complain about most often.

The majority of negative reviews centre around long call wait times and complaints that are left unresolved for long periods of time.

One Telstra customer left the following review which summarises many others we saw:

I have a business account with Telstra. TERRIBLE service!!!.. Business account set-up without allowing me to access account. Waited hours to get in touch with customer service. Sent requirements. And viola, 2 weeks later. Still unresolved. Said would call me, asked for a time. AND NEVER CALLED!!! If only my area is serviced by other providers would switch in a snap!
– John (Perth, WA)

We saw other reviews that corroborated this opinion, with one customer saying Telstra “operated as if it were a monopoly”.

Other customers mention issues with the sign-up process and receiving support after registering online.

A customer named Ant from Sydney left the following Telstra review: 

Do not buy online through Telstra. Phone still not delivered 2 weeks later and only Bots to assist or support failure to fulfill the sale. Much wiser to go into retailer store or purchase through a capable online retailer.
– Ant (Sydney, NSW)

These customer complaints are echoed over and over in Telstra reviews around the web, such as this Telstra review from a customer entitled “very disappointed”:

Called Telstra, I waited hours to get something resolved and nothing was resolved, didn’t call back and from and from what it looks like… they don't care about customer service
– Very Disappointed (Perth, WA)

Almost all of the negative reviews we saw mention customer service and long wait times.

In fact, in a November 2020 report issued by the ACCAN, researchers found Telstra customers spent an average of 1 hour and 12 minutes on the phone seeking a resolution to their issues.

See more in the table below:

*Total based on the average number of calls to provider

Another report from the ACCAN in 2018 found that Telstra customers spent an average of 15.4 days seeking a resolution to their complaints.

Still, we did see positive Telstra reviews mostly centred around customer experiences in Telstra shops around Australia.

Lorrain Nicholls left this Telstra review about her in-store experience:

Popped into Frankston Telstra yesterday with issues with my emails, was lucky enough to have Adrian help me out, he went above and beyond to ensure that my problem was rectified, nothing was too much trouble for him.....'So a big shout out to you Adrian' You're an absolute asset to that store :)
– Lorraine Nicholls (AU)

This sentiment was echoed by many customers who visited Telstra's physical locations around Australia.

While it’s always helpful to read about other customers' experiences, at Selectra we always recommend doing your own research before making a purchase.

• We can summarise Telstra reviews as follows:
• They have great coverage and a fast network.
• Their customer support over the phone is slow and tedious and may take several days to resolve your issue.
• Their wide network of physical locations is an asset to the company and customers as they offer quick and friendly service that the call centre does not.

Telstra Plans & Offers

Telstra offers many options for their Australian customers, from mobile plans to home broadband plans, even offering solutions for large and small businesses. Check out below all the different plans and offers that Telstra provides:

Telstra Mobile Plans

Apart from a vast 4G & 5G network, Telstra offers several different types of mobile plans including:

• Prepaid plans
• SIM Only Plans
• Mobile phones + plans

With Telstra prepaid mobile phone plans, you can choose the length of expiry period and the amount of data and calls you want. You can also opt to contract a new phone and mobile plan with their month-to-month plans + mobile, or bring your own device and simply purchase a SIM card only plan.

Telstra No Lock-In ContractsTelstra mobile plans all offer a no lock-in contract, so you don't have to worry about any fees for changing or cancelling plans!

Let's have a look at these mobile plans in greater detail.

Telstra Prepaid Plans

Prepaid mobile phone plans are a great choice if you don’t want to be locked into a mobile phone plan.

You can sign up for your Telstra prepaid plan online by choosing a prepaid SIM starter kit and either bringing your own unlocked device or buying a prepaid phone.

You can order your Telstra mobile SIM card online. The SIM will be delivered to you for free within 3-7 business days and can be Activate your SIM and choose a plan online at activated online with a valid ID and bank card.

All plans come with continuous data rollover, unlimited calls and texts to standard Australian numbers.

Telstra SIM-Only Plans

Telstra’s new SIM-only mobile plans allow you to bring your own phone and enjoy a no lock-in, month-to-month mobile phone plan on the Telstra network.

With Telstra’s SIM-only plans you get:

• Autopay: Set up a direct debit with your bank card or account for monthly upfront payments
• No more bills, just a receipt when the payment is processed
• Data sharing across 10 Telstra plans on the same, eligible account
• Unlimited standard national calls and texts
• 30 minutes of standard calls to overseas numbers
• Unlimited standard SMS and MMS to overseas destinations

Telstra Phones

Telstra offers all the latest phones available to purchase outright or pay off in 12 or 24 months instalments. If you choose a Telstra phone with a plan, your monthly phone payments are interest-free. Telstra mobile phones with a plan are the same as their SIM-only plans (shown above), however, you get the additional benefits of:

• Data-free streaming with Apple Music (subscription not included)
• Telstra Air Wi-Fi for free
• 50% more Telstra Plus Membership Rewards

Telstra NBN & Internet Plans

Telstra offers a wide variety of home internet plans, no matter the connection type available at your address.

If you already have NBN available, you can choose between Telstra NBN or get a little more with a Telstra NBN bundle. If you don’t yet have NBN available to your home, Telstra’s cable broadband and ADSL come NBN-ready so you don’t need to worry about switching over to faster broadband.

Telstra Mobile Broadband Plans

Telstra’s SIM-only mobile broadband plans offer flexibility if you’re looking for month-to-month broadband for your tablet, computer, or mobile hotspot device. With no lock-in contract, and no excess data charges, these plans can be added to one of Telstra’s broadband devices or you can bring your own.

Trade In Your Old PhoneIf you possess an older smartphone, it might hold some value at Telstra. Consider trading in your phone to receive credit, which could potentially reduce the expense of purchasing a new phone with Telstra!

Telstra Business Offers

Telstra offers an extensive range of products for business customers including business internet and mobile plans, cloud services, software, broadband, NBN & more. Telstra offers solutions for all different types of businesses, from small businesses to enterprises and corporations. Telstra offers special customer support for business customers and has cyber security teams that are constantly monitoring their network, keeping your business data safe. Telstra business customers can also benefit from the Telstra business online account. Here, businesses can monitor usage, pay bills, move office, purchase extras, switch plans and more. You can learn more about all the Telstra business plans on their website and compare plan options to see which one best meets your business' needs. To speak to the Telstra business customer service team, you can call them via phone at 13 29 99.

My Telstra Account & Telstra App

Telstra offers a convenient and easy online account where you can manage everything related to your account and Telstra plans. The My Telstra online platform consolidates all your Telstra services under one roof, simplifying your experience and putting you in control of your My Telstra Account. You can also login on the easy to use Telstra app, which allows you to manage your account on the go.

With your Telstra login, you can do all of the following:

• Viewing and managing your invoices
• Updating billing details
• Accessing exclusive Telstra Plus
• Recharge or switch offers
• Track your home broadband data usage
• Add Voice and Data packs
• Managing NBN service orders

In order to access your online account, you must have a Telstra ID. The Telstra ID is the login information you need to login to your account and includes your username and password. If you have every used the Telstra App or managed your services online, you probably already have a Telstra ID. If you forgot your Telstra ID, there is a easy way to recover your Telstra ID online.

If you do not already have one, registering for a Telstra ID couldn't be simpler. Simply head to the online login page and click "Create my Telstra ID". In order to register for Telstra ID you will need either a Telstra mobile number, Telstra landline phone number or a Telstra account number. If you are a new customer, you will have to wait until your new service is active to register or access your online account.

So, whether you need to add data to your mobile plan, monitoring broadband usage, or seek customer support, My Telstra is the simple and convenient solution to managing your Telstra services.

Telstra Plus

Telstra Plus is a separate Telstra membership, where members unlock exclusive benefits including discounted tickets, complimentary entertainment extras, and dedicated support services.

There are different membership tiers, determined by your annual spending with Telstra, which dictates the range of benefits accessible to you throughout the membership year. As your eligible spend increases, so does your tier level, granting you access to even more rewards. Please note that available benefits may vary over time.

If you want to join Telstra plus, simply log in to the Telstra Plus online platform using your Telstra ID. Once you are logged in, you can see the different tiers you are eligible for and sign up online!

If you're on an Essential or Premium Mobile plan, you're eligible for a Telstra Plus tier upgrade. This upgrade will be processed within 30 days and lasts for a year, aligned with your membership date. As your membership anniversary approaches, Telstra will notify you of any changes to your tier status based on your previous year's spending.

Below are all the different Telstra plus tiers that are available

Pay Your Telstra Bill

Telstra offers many ways to pay my TeleChoice bill, giving you flexibility and freedom to ensure you stay on top of your bills no matter where you are or your preferred method of payment.

If you are in the midst of financial hardship and can't make your Telstra payments, Telstra offers support to its customers, you just need to get in touch with their customer support team. Telstra offers several solutions, such as payment extensions, which they will discuss with you when deciding how to manage your financial hardship together.

Below you have all the Telstra bill payment methods available:

If you need help with making a payment online, below are some simply steps to help you figure it out:

• Sign in to your My Telstra account securely via the internet or the mobile app
• Locate the payments section
• Choose the account you wish to make a payment for
• "Manage your bills," select the "Pay in advance" option

For customers on upfront mobile plans, the payments are solely processed through AutoPay from your bank account or credit/debit card. It is important that you set up your AutoPay details when you first sign-up and update them if needed in My Telstra. If a payment fails for some reason, you must make a manual one-off payment to avoid service disruption. If you fail to do so on time, you may experience service suspension. In order to prevent further suspension, you must pay the overdue amount in full via My Telstra. Your service will then be reactivated within one hour of payment. If you need to tell telstra you paid, so they can reactivate your service, you can do so online via the link.

If you are currently receiving paper bills from Telstra , you can easily set up Telstra email bills service online.

Submit a Complaint to Telstra

If you have a problem with your Telstra service, you can contact the Telstra complaints team using one of the many different complaint contact methods below.

• Phone: 13 22 00
• Email: [email protected]
• Mail: Send to Telstra, Locked Bag 20026, Melbourne VIC 3001
• Fax: 1800 753 949
• In Person: You can make a complaint at any of the Telstra stores
• Online Message: Via the My Telstra app or go to www.telstra.com.au/mytelstra

After you contact Telstra about your complaint, they will aim to get back to you within 1 working day. They will then provide you with a unique reference number for you to follow up on your complaint, an estimated timeframe for a resolution, and information about how to monitor the progress of the complaint.

How to Contact Telstra

You can contact Telstra customer service using:

• A phone
• Your online account
• The mobile app
• Vía an online message form

You can call Telstra customer care, which is available 24/7, at the main Teltra contact number: 13 22 00.

You can also download the mobile app (Apple / Android) and request assistance via your online account.

You can register for an online account here: Register for a Telstra account

For a fee, you can also register for a Telstra Platinum Tech Support to receive access to 24/7 extended technical support service.

Telstra Platinum includes:

• Online & Phone support
• Assistance to tech experts in Telstra stores
• Personal help and training on using the internet, printers, email, webcams, etc.
• Remote access help & software support
• A guarantee that if they don’t fix your problem, you won’t need to pay.

The Telstra Platinum contact number is 13 75 87 and they are available 24 hours a day.

How to Sign up With Telstra

You can sign up for Telstra over the phone by calling 13 20 00. You can also sign up online at telstra.com.au.

When signing up for any service with Telstra, you will be required to perform a credit check and provide valid identification.

This can be one primary form of ID:

• Valid Australian passport
• Drivers license
• Other valid licenses

Plus two secondary forms of ID including:

• Medicare card,
• Australian government-issued benefits card
• Birth certificate

Find a full list of accepted identification online.

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