Experience with bargaining a Telstra NBN deal

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Telstra

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  Diji1 on 27/10/2016 - 11:38

  +2

  Yes. But it took many, many hours, of repeating what wanted usually in a situation where the person i was speaking to appeared to ignore me. No matter what they say just repeat that you specifically want 100Mbit, 1000GB for 24 months and you don't want to pay setup, technician or modem costs or whatever you want.

  You'll also have to put up with the script they follow which leads to hilarity like them denying something exists and then offering it to you seconds later, insisting you are crazy, insisting that no telco could ever do that, rotating 9 different variables to not give you what you want …

  I think the whole process took weeks - oh and then they decided to just ignore all the negotiations and charge me normal prices anyhow which meant a trip to the TIO and months of stress etc. to fix that er "mistake" on Telstra's part up.

  Was it worth it? Not really.

• 

  Noraneko on 27/10/2016 - 11:42

  +1

  While not specific to the NBN, I've had a pretty bad recent experience with Telstra and getting Cable.

  Basically went into Live Chat and said straight out that I wanted to L Bundle ($120/month) with the Speed Boost ($20/month) for $100/month. The Live Chat rep checked some things then said they could do the Bundle with a $20 credit per month to drop it from $120 to $100 and after contracting I could add the speed boost and they would add an additional $20 credit per month to effectively make the boost free.

  Thought this was perfect, so agreed and was referred to the sales department phone number. I confirmed that they would have the chat information on the agreed cost and was told yes. After getting through to them, I was told couldn't do it through them as it was done through live chat so I would have to go back to them to get the connection. Went back to live chat and was put through to a live chat manager who said nope not going to do it. The "manager" even played the guilt card and everything on the person who originally provided me with the deal.

  After doing some more research, it seems the better way of bargaining is to go into store and talk to the reps there.

  • 

    daanish on 27/10/2016 - 11:51

    I tried the in store route a couple of months back and all they were interested in doing was putting me on a 24 month contract. Couldn't get them to budge at all.

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  klaw81 on 27/10/2016 - 12:05

  +2

  If they're too expensive, don't use Telstra! It's that simple - you have heaps of choice and as you already know, lots of other ISPs offer great deals.

  For instance, Skymesh (my personal ISP of choice) offers 100/40 speeds, 1TB on-peak plus 1TB off-peak, for $99/month with no contract. Save yourself a heap of hassle, get a better price and vastly improved customer service.

  • 

    Sergeant Salami on 27/10/2016 - 12:07

    +1

    Great minds think alike and at the same time!

    • 

      klaw81 on 27/10/2016 - 12:09

      Skymesh are awesome - upvotes all round!

      I also have a custom plan - 250GB anytime at 25/5 for $60/month, which is still looking like good value 18 months later. Yours sounds pretty sweet though - I might have to hit them up for higher speed.

  • 

    daanish on 27/10/2016 - 12:14

    +1

    I've just signed up for a month of Barefoot Telecom - I'll give them a try out to see if their backhaul can actually deliver 100/40 consistently. I know Optus in my area is rubbish. I was lucky to get 2 down during peak times. The only reason I'd stay with Telstra is if they're the only ones who can actually deliver the speeds I'm paying for but I'm just going to jump from provider to provider testing them out until I find the best price:performance deal.

• 

  Sergeant Salami on 27/10/2016 - 12:06

  +2

  Don't bother with Telstra, they won't budge. Their prices are set. You can signup to SkyMesh 100/40 with 1TB up and down for $99.99 on a month to month contract. I'm on a custom 500GB anytime plan and pay $80 a month for 100/40.

  I smash the net and barely use 300GB a month and that is with two of us hammering it with 4K videos, music streaming, Netflix (is unmetered) . So Unlimited is ridiculous.

  • 

    daanish on 27/10/2016 - 12:16

    I keep hearing good things about Skymesh - I'll have to give them a whirl if Mate/Barefoot doesn't work out for me.

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  Zhotan on 28/10/2016 - 11:44

  Existing customer with telstra. Got them to reduce my monthly bills by $10pm and put in a data pack. It's not hard if you speak to the retentions team.

  So I'm paying $79 per month now for the 25/5 plan with 400GB data a month

  They mentioned a start up fee as well but this didn't kick in since I was already on a casual plan on my adsl2. (it becomes casual automatically since my 2 years contract has finished)

• 

  wfdTamar on 30/10/2016 - 18:14

  Woo hoo - Just got the middle bundle plan with Super Fast Speed Boost for $90 (free $30 speed boost, though they are offering that at $15 online).

  100/40 500Gb, free local and STD calls and a Telstra TV.

  No poxy Foxtel and I pay for calls to mobiles (rarely make any).

  I also had the option of keeping my existing ADSL plan and 'porting' it to 100/40 NBN for $95 - 500Gb, free local and mobile calls (no Telstra TV).

  Took the former as it might be handy for Catch up TV

  • 

    daanish on 30/10/2016 - 19:29

    That seems like a pretty good deal considering it's Telstra. My BT connection went live on Friday so I've been trialling that. So far it seems respectable. Time will tell through the weekday peak though.

    • 

      wfdTamar on 30/10/2016 - 19:36

      I was tempted by MiniPort as the issue of CVC seemed convincing, but I needed a simpler way to keep my landline. The only way to do it with an ISP that doesn't do phones is a standalone VOIP provider (Internode & MyNetFone were ones I considered).

      https://www.ozbargain.com.au/node/271677#comment-4124841

  • 

    BellaWii on 31/10/2016 - 21:25

    How did you persuade Telstra to give you the super fast boost for free?

    I'm with Telstra on ADSL and want to "port" it to "S" plan only if i can the Speed Boost for free.

    • 

      wfdTamar on 31/10/2016 - 22:31

      I was on a special deal adsl plan (curtesy of OxBargain) that was discounted $20 to $80 (500gb, free local & mobile calls). Said I wanted the same plan, but highest nbn speed. Thought I'd have to pay $15 more.

      Then I asked to change it to the new 500gb plan at same price ($95 total). Turned out they couldn't wangle that so gave me the speed free! - $90!

      I was nice and suggesting deals, but not pushy. I also only use 100gb at most and make very few calls (like under $50 per year). I think I was lucky.

      • 

        BellaWii on 01/11/2016 - 16:20

        Called Telstra, they won't give me the speed boost for free and they want to lock me in into another 24 month contract.

        I will try instore and if no luck, will finish my contract and then give Skymesh a try.

      • 

        wfdTamar on 01/11/2016 - 16:38

        Very unlikely to get anywhere in store. I did commit to a 2 year deal. Your best chance is to line up your alternatives and state them when you phone. My approach would not so much be "I'm going with this mob unless you give me this deal". More - "I like Telstra and would like to use you, but problem is I have these alternatives which make very hard to see the value in staying. Are you sure there's nothing better you can do to make me want to stay?"

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  wfdTamar on 01/11/2016 - 16:40

  If you want what sounds like a quality service, have a look for a deal posted on Ozbargain recently about Miniport. They don't do bundles though, only nbn. Their smaller plans are cheaper than Telstra. I would have tried them, but I need a phone.

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  BellaWii on 01/11/2016 - 17:11

  Thanks for the advice. Will look at Miniport and Skymesh when my contract is about to end.