I've been working in Telstra retail for a while now.
I'll try and answer as many questions to the best of my ability, please keep in mind I can't answer company sensitive information.
[AMA] I Work in Telstra Retail. Ask Me Anything!
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Born and bred in Aus, so yes
Why does Telstra's "Our Customer Terms" still distinguish between customers with 12 digit account numbers and those unlucky customers with an account number not 12 digits in length?
Why is it that Telstra has service outages in Brisbane CBD for its 4G network for the past 2 months with no ETA for resolution? Why can't 125 111 tell me when the outage began? Why can't they tell us an ETA after months of problems?
Are there any front of house customer support services which remain on-shore?
What is Telstra's plan to actually derive net profit sufficient to maintain its current level of dividends (after the NBN one-offs end)?
Why does Telstra's "Our Customer Terms" still distinguish between customers with 12 digit account numbers and those unlucky customers with an account number not 12 digits in length?
Quick correction, account numbers are either 10 or 13 digits. 13 digit account numbers are billed via our new billing system (predominantly consumers) and the other our business customers.
Why is it that Telstra has service outages in Brisbane CBD for its 4G network for the past 2 months with no ETA for resolution? Why can't 125 111 tell me when the outage began? Why can't they tell us an ETA after months of problems?
That sucks, really does! I get hit with issues so definitely not immune. Unfortunately I don't have access to that kind of information, but fingers crossed it gets fixed soon.
Are there any front of house customer support services which remain on-shore?
Yes! Smart Communities, some business, bereavement, Platinum support, complaints and some more. I don't have a full list and when you call it's really just luck of the draw who you get.
What is Telstra's plan to actually derive net profit sufficient to maintain its current level of dividends (after the NBN one-offs end)?
Would love the answer to that myself. Wouldn't be able to comment anyway if I did.
"Would love the answer to that myself. Wouldn't be able to comment anyway if I did."
Don't worry mate - if you could answer it you could probably replace the CFO. He seems incapable of answering this question.
:P
Why?
I first got the job there because I just needed a change from my old one. Loving it to be honest, best thing is just working in a team and the store environment that I have is just awesome. Really lucky
How long is a while?
4 years soon :)
D or E #?
D, E's haven't started yet (As far as I know)
Don't know if sensitive information but how much training go's into working in retail in Telstra? Like do they teach you backend stuff, can you make major changes to account things or is it largely sales? Do they teach a lot in terms of like mobile bands and systems?
Also do you have any say in things like contracts and stuff or do you mostly have set ones and thats all you can sell?
Cheers!
Very good questions!
how much training go's into working in retail in Telstra?
Honestly it comes down to two factors, existing team and management.
I've worked in 3 different stores and I can tell you each store is different.
Some management teams don't focus much on the training and just expect staff to sell (which I really really hate!). I could go on and on about this, but if the store has a good team, and good managers, a fair amount of training goes into it.do they teach you backend stuff, can you make major changes to account things or is it largely sales?
We are expected to know our front-end systems well and who to communicate if things go wrong. Unless someone in store or you teach yourself, you most likely won't know our backend systems well.
Can we make account level changes, yes. Depending on what store you work, you have different access level. Example corporate owned store have more access than Licencees or Partners.
Sales is half of our job :)Also do you have any say in things like contracts and stuff or do you mostly have set ones and thats all you can sell?
We have small say in our offers, but very little. They are made by the higher ups and then relayed back down to us.
Thanks heaps for the info!
Are the recent telstra network issues an inside job by a disgruntled staffer?
I hope not 😂
Have you had many run-ins with disgruntled customers? What's the usual outcome?
Like most retail jobs, yes of course.
Most of the time you can diffuse the situation and help them out.
Telstra has a zero tolerance policy, if people don't calm down, don't want to listen, etc, we aren't afraid to call security.
Why can't the retail staff offer the same deals as live chat?
Get this question a lot.
Like most big corporations people have delegation levels.
Live chat/call center can do promotions that in store we can't do and vice versa!Fair enough.
I guess it's easier anyway to sit on your bum from home and do a deal on live chat so that works!
How much do you pay for your mobile service?
Which one? :P
Thanks mate, for helping answer our questions.
Is it true that currently Live Chat/Call centre/Retail staff are unable able to offer any cable Broadband deals apart from what is advertised on the Telstra website?
We can only offer what is in-market at that point in time
Thank you :) I've always wondered why the great variance between customer chat agents in what they can throw into the bundle as extras, between different customers.
Does Telstra offer free calls to Fiji on their mobile phone plans?
Unfortunately only our highest tier plans include calls and text to fiji at the moment
What discounts do you recieve?
How hasn't anyone asked this yet?
Depends on if you work in a Telstra owned store or a licencee.
Telstra employees (Telstra payroll) get 25% off their services (some restrictions apply) and a staff subsidized plan, licencees are eligible for a similar staff subsidized plan.
Do you bring your own pentagram, feathers and frogs blood, or does Telstra supply those?
Think you're on the wrong thread 😂
Do you have any authority to add extra data to our accounts as a customer retention measure?
No
What do you think of upper management(eg Mr Penn), or does it not really matter to you?
To be honest, don't really get into upper management politics too much.
Hey, have you heard when Telstra are adding compatibility to more Android devices for RCS Messaging? Particularly Pixel devices?
Telstra is the exclusive carrier for Pixel and yet RCS is only on Samsung devices..
No idea! I have pixel devices too and I'm waiting!
Havent read all the other thread yet.
But just want to say "Bravo" to you.
I've always love Telstra. When I started with Telstra over 15 years ago, I find the Helpline is really helpful.
From setting-up all thru to trouble-shooting.
I cant understand those Big-brand Bashers who said "Telstra is xxx".
Thought one cannot generalise a big company like that.
At the end of the day, it's the individual that counts.
There are Customer Service who shouldnt be in that Dept.
But I believe it's not you!I agree with you 100%!
What's the best bang for your buck mobile and data plan at the moment?
Depends on what device you want :)
It appears to me that prior to the NBN when Telstra owned the phone lines both Optus and Telstra did maintenance for thier own retail and wholesale customers as witnessed by both Optus Vision and Telstra vans carrying out the work in the street.
But now it appears that only Telstra is carying out maintenance work on the phone lines including on behalf of Optus retail and wholesale customers.
Is this correct? And if so why?
It seems if you are not a Telstra retail or business customer then getting any line problems fixed is a low priority and hence taking much longer
I don't know for sure, but I can only guess that NBN, Telstra and Optus have an agreement in regardless to maintenance and installation. Beyond that, no idea
It it worthwhile paying for more than a basic NBN 12Mbps connection given many people connected to NBN are not seeing the line speeds that they are paying for?
Is there a guaranteed minimum speed for each type of NBN connection.
i.e Basic 12 vs Std 25 vs Std plus 50 vs Premium 100With Telstra anyway, all plans above $79 should be getting the Standard Plus Evening speed (NBN 50) at no extra cost (in market offers and some old plans too).
So if you're paying this much it shouldn't matter because there is only one tier above this.
We also send the max line speed via email as well, so we won't put you on premium if we can't do it (After the ACCC debacle).Since there are so many different variables we can't guarantee a speed, but hopefully it's somewhere in the range of the estimated speeds of the NBN tiers.
In summary, try it, if you can't reach the speeds, go down a peg
do you have authority to offer credit on accounts as compensation for service issues/complaints?
what are some things we should ask for when signing up to a new phone plan? ie extra frwe bonus credits/gb quota?
do you advise us to go through phone / live chat / in store to obtain better deals?
do you have authority to offer credit on accounts as compensation for service issues/complaints?
No we don't, that is up to the assurance team
what are some things we should ask for when signing up to a new phone plan? ie extra frwe bonus credits/gb quota?
No harm in asking questions, just don't be disappointed when we can't give you anything more that what is in-market.
do you advise us to go through phone / live chat / in store to obtain better deals?
We all offer the same in-market offers so doesn't really matter.
Telstra had a Friends & Family plan for $59 inc Pixel 2XL, which I jumped on. Now a friend wants a new phone+plan. Is there a comparable deal going now?
The same plan is available, but the phone is now $10. This makes the total plan cost $69/mth
Thanks friend, I've just been asked, is there a F&F plan for the S9+? Haha
No unfortunately not
@mindurbiz
Hi there, I am currently off contract formerly GoMobile BYO Plan $50 - 8GB plan. I am receiving this deal for $40/m.
There is also one other mobile plan on this account for $30/m. No other services on the account.Will you be able to beat the JB HiFi deal? 25GB/Unlimited calls-txt/$200 credit for $49?
Happy to receive a private message if that allows to discuss further, thank you.
We do can do the same plan but do not offer a $200 JB voucher unfortunately. Keep in mind it may only be for new customers. Worth checking
Will Telstra bring back the companion plans for those who are on compatible plans? E.g the Premium Plans. Or are they still available but not advertised on the CIS?
They are no longer available, and I don't think they will bring them back
Rip. I hope they come back this year in August/September when the new plans are released :/
1st of July and no new telstra plans announced, are they far off and worth waiting for?
Wouldn't be able to say even if I knew
Yes!
whats the best way to get a proper deal on a mobile plan?
seeing how u don't seem to want to compete with optus on pricing/nor download limits?
What's a 'proper deal'? We offer what is available at the time of enquiry
Hi mindurbiz .
I got a nasty shock yesterday when I received my bill which turned out to be $60 instead for $42.50. After contacting telstra, I was informed that apparently since my 24mth contract had finished on July 8th, I would no longer get a 25% discount on the $70BYO plan. Instead I would only get $10 off.
I used to situation where, if I was on a Telstra (amway) 24mth contract with a special rate/discount and that contract was ending, I would get informed (snail mail or email or sms) a head of time that the period was coming to an end and the discounts would also end. I would have thought that I would also be given a chance to jump into some new deal that they had… but no, nothing, now I'm getting charged $60/myth and only getting 10gb, where as there r deals out there where you can jump on a $59/myth contract and get 25gb, $10discount PLUS $200 jb hifi card if you sign onto a telstra contract at a jb store.
I've noticed that there are usually new deals started around mid July and was wondering if you are aware of any?
The Amway deal is a corporate deal between Amway and Telstra, if your contract has finished and the terms of your discount have completed, I don't see anything wrong with what has happened.
The jbhif deal may only be for new customers to Telstra, but it's worth asking them anyway.
See above to my previous response, I wouldn't be able to say even if I knew
Hi mindurbiz,
If I own my handset out right and I owe Telstra nothing, why then are we locked into 12 month contracts on BYO plans? You change your plans every few months, I want the freedom to change plans when I like too without paying a penalty, whether it be upgrading or downgrading.
For instance I was just about to change to the what was latest $69 40gb endless data plan, but it didn't even last 2 months!!!!
It now only includes 30gb for the same price. Even though in this case It would have been in my favor data wise, I would still have been locked into the "old" plan and forced to pay a penalty to break the 12 month deal. That is not fair!! It's like being put in jail and kept there when you haven't committed a crime. A few times I've signed up for 12 months deals, and only a few months in a better deal comes out and cheaper but I'm stuck paying the higher price, and for what exactly?? We don't get locked into a 12 month fuel price, so why should this be any different??????
I guess you have to look at it from a business perspective, whether it goes along with your mentality or not, that's not my part to say.
RE: changing plans, if it is in the same plan family, you are able to go up and down without your plan contract length changing (can't go lower than what you started with, and there is a repetition cap).
If a new BYO plan comes out, and is a different family, you are definitely able to change.
RE: plans changing, again business is business. Following up on your fuel example, if you are located next to another servo and their prices change and yours don't who are they going to go to? Yes there are a lot of variances to this, but you get what I'm saying.
Hi, with this free prepaid cell offer below:
https://store.telstra.com.au/_mycart?fn=payment&ts=153369600…
It asks for mobile number. I'm assuming it's not to port the number across?
Optus have not gone endless data but allow pooling of large amounts, vodafone allows pooling and they have endless data but not telstra on the new plans and its making many think twice.
I know in Oct new family plans and Im assuming sharing/pooling and discounts will apply, why didnt they build the new plans with this in mind?
Share $5 sim came with a lowly 100mb but the new replacement comes with 2gb but then its $10/1gb (thats getting expensive) so feel free to suggest some improvement sin this department!
Do you savvy English? :P