Telstra refunds 150,000 broadband customers

Stock image.
Stock image.

TELSTRA has refunded 150,000 broadband customers who paid unexpected charges because the telco giant didn’t tell them they had exceeded their data limits.

Telstra’s systems were set to send SMS messages warning customers, but the broadband users weren’t connected to a mobile phone account.

The Australian Communications and Media Authority said on Wednesday that Telstra should have sent the warnings via email.

Telstra said it has automatically refunded all customers who complained or who incurred an excess charge of $5 or less.

It has written to all others, who can claim the refund via an online form.

Separately on Wednesday, Telstra said it had rolled out 5G to 15 more Australian cities, meaning it is now available in 25.

Telstra said it was bringing 5G to selected areas of Albury-Wodonga; Ballarat; Bendigo; Bundaberg; Cairns; the Central Coast; Coffs Harbour; Geelong; Ipswich; Newcastle; Port Macquarie; Rockhampton; Townsville; Wagga Wagga; and Warrnambool.

The first 5G sites in each city are already online, executives said at Telstra’s investor day presentations on Wednesday.

5G has been available since May in the central business districts of Adelaide, Brisbane, Canberra, the Gold Coast, Hobart, Launceston, Melbourne, Perth, Sydney and Toowoomba.

Telstra said that customers with 5G-capable devices within its 5G footprint are experiencing internet speeds averaging 275 Mbps – about twice as fast as those with comparable 4G devices.