Telstra is pissing off its mobile customers. Its new T22 mobile plans are achieving that – unintentionally or not. The result will be hordes of once loyal customers leaving the once venerable Postmaster-General, Telecom Australia and now Telstra.

In June GadgetGuy reported on Telstra’s T22 strategy to effectively to reduce some 1800 mobile plans to 20. At that point, we said we were not able to fully analyse the move. Well, we have now come to the inescapable conclusion that Telstra is pissing off its mobile customers – or at least it’s lower revenue ones – on purpose.

In our report, we stated that “The emphasis is on the word ‘new’ customers meaning ‘existing’ customers of the maddening mire of 1800, often wildly inconsistent plans will need to contact Telstra at the end of their current plan to see what deal you can do.”

Well, Telstra is not wasting any time contacting all existing customers whose mobile plan has long expired (like mine) and telling them that they must move to a new (T22) plan from 26 August (the date must be at least 30 days from the email notification) or cancel their service – no deals!

The email states, “If you’re happy to move to the new plan, you don’t need to do anything. If you don’t want to move to the new plan, you can change plans or cancel your service at any time with no cancellation fees.”

So, I rang Telstra’s faceless (useless) Philippines call centre on 132200.

I politely asked why my new combined plan was going to be $120 a month (it was $70) and importantly why family data sharing was not available. Can you tell me what other plans the email refers to? Why can’t I stay on my existing plan – after all, it has a long-term customer loyalty credits applied (I am a 40+ year customer)?

“Sorry all we can do is move you to the new plan or cancel your account,” said a rather disinterested faceless voice.

“That’s not good enough. Please escalate this to someone who can answer my reasonable questions,” I responded.

“Sorry I can’t do that. It’s either a new plan, or you can cancel your account,” said the war-weary, faux-English voice.

“I will offer you that option again. Please transfer me to someone who can answer my questions or lose a 40-year customer,” I said, trying to keep blood pressure down.

“No,” was the response. I hung up in disgust at Telstra and its useless call centre.

Telstra

Telstra no longer has ‘economical’ mobile plans

When we wrote about the new T22 aggregated plans, we were concerned that the lowest cost plan was $50/50GB and went up from there to $60/60GB, $80/100GB and $100/150GB. All plans include standard voice calls and SMS in Australia.

In my case, I use the family data share feature to combine my wife’s and my data enabling a lower monthly plan for her (she makes about 10 outgoing calls a month). There is no more family data share and that is going to piss off parents as well.

So, Telstra has lost another two mobile customers, and I hope all readers will rapidly follow suit. Perhaps that is Telstra’s plan.

Telstra is pissing off its mobile customers, particularly its lower revenue mobile customers and keeping the higher value shear-able sheep. You are a sheep if you blindly pay Telstra’s mobile bill now without shopping around.

Telstra
Lets face it – sheep are dumb!

Fixed-income seniors, pensioners and low-income families face huge cost increases in landline and mobile

This group rely on a quaint thing called a landline.

Telstra

Unfeeling and uncaring Telstra now has an unlimited voice plan (for older copper landlines) at $55 per month and offers pensioners a $10 discount. Or there is a legacy (we don’t know for how long) Home Essential Plan that is $25 a month plus call costs including 22 cents per local call (local), 55 cents connection and 25 cents a minute (national calls) and 55 cents connection and 25 cents a minute for mobile calls.