Interested in opinions on how Telstra Support is tracking at the...

Interested in opinions on how Telstra Support is tracking at the moment.

I have been with Telstra exclusively form many many years with one of the main reasons being the support that they offered which I thought was pretty good. Yesterday, wanted to convert over to NBN and used the app to chat/message to see if i could get some details. The chat (now they call it messaging) was a totally useless and frustrating experience. Support crew must be handling multiple requests at a time and can take a very long time to respond to a message by which time you have likely moved onto something else. After about an hour getting nowhere i just order the plan online in a few minutes but was still looking to get some information about the billing details. Because the message/chat is totally impracticable, tried to call. could not find a number to call anywhere on their website but found a number on my latest account. Rang that number and after being transferred several times got an automated message to use the app and was then disconnected. It would seem to be absolutely impossible to speak to anyone.The reason given was that due to COVID they are having trouble having representatives available to support through phone calls. Didn't know till now that there is apparently a risk of catching COVID over the phone - or is it that Telstra does not have the technology or knowhow to have representatives work from home?

I wonder what Andy Penn or any Telstra executive would think if about the support if they tried to contact Telstra about an issue as a normal customer. So when Penn tells shareholders how the number of calls to Telstra have reduced, I now understand why - it seems that there is no way you can talk to a live person.

The upshot is, I have been with Telstra all my life but have now cancelling my nbn order. Telstra's service is second rate so i may as well go with a provider with second rate fees.

Ads a long term shareholder and supporter of Telstra, it is so disappointing it has come to this. There needs to be a change of management at the top!