For me it appears so. Sure we are in the middle of a global pandemic but it shouldn’t be used to get out of providing a service. Telstra is a massive company making a lot of money selling product that when it fails just ignores. My first experience of this was with my Telstra TV 3. It was performing so badly it had become unusable. I phoned Telstra and went through the process to get help only to get a message that they were not offering help with this product. So much for warranty.
I usually have very good speed for fixed wireless but for several months it has dropped out or slowed down to unusable speeds. I use the Telstra app which has told me I need to seek further help. My experience of Telstra technical support has not been good so I have delayed it for some time. I recently had cabling connected to my smart TV which allows me to use a browser so I can do speed tests on it when the internet slows or stops. It appears the problem is only on wireless through the modem. Thinking this would be easier I used the app which told me to ring them.
Here is where Telstra has lost my confidence completely. They give you a number to ring and after going through the processes of telling their AI your number, your problem etc. They refer you back to the app and make you do messaging. Two weeks later – no reply. Put a complaint into the TIO and 5 days later no contact. We are 7 months into the pandemic yet a company the size of Telstra is still using the same excuses as at the start. They need to hire people and set them up remotely if necessary and provide the service a Telco is obligated to do.
With less than two months of my contract to go I will be giving Aussie Broadband a try. At least an Aussie answers the phone instead of an AI.