Telstra: Difference between revisions

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===Locking purchased content behind new Fetch hardware and discontinuation bricking of Telstra TV devices.===

In 2024 Telstra contacted a customer to advise that they would no longer have access to their library of content unless they upgraded their 'Telstra TV Box Office' to a new Fetch device. This change in policy requires customer to purchase new hardware in order to access the content and media they have paid for. In this instance the customer was provided a new Fetch device for free, however at no time has Telstra offered all affected customers a free device and likely many customers either paid for new hardware or lost access to the content they had purchased. <ref>The Guardian - ‘My whole library is wiped out’: what it means to own movies and TV in the age of streaming services https://www.theguardian.com/media/article/2024/may/14/my-whole-library-is-wiped-out-what-it-means-to-own-movies-and-tv-in-the-age-of-streaming-services</ref>

In 2024 Telstra contacted a customer to advise that they would no longer have access to their library of content unless they upgraded their 'Telstra TV Box Office' to a new Fetch device. This change in policy requires customer to purchase new hardware in order to access the content and media they have paid for. In this instance the customer was provided a new Fetch device for free, however at no time has Telstra offered all affected customers a free device and likely many customers either paid for new hardware or lost access to the content they had purchased. <ref>The Guardian - ‘My whole library is wiped out’: what it means to own movies and TV in the age of streaming services https://www.theguardian.com/media/article/2024/may/14/my-whole-library-is-wiped-out-what-it-means-to-own-movies-and-tv-in-the-age-of-streaming-services ([https://web.archive.org/web/20260224105908/https://www.theguardian.com/media/article/2024/may/14/my-whole-library-is-wiped-out-what-it-means-to-own-movies-and-tv-in-the-age-of-streaming-services Archived])</ref>

In addition to forcing customers to move to the new "Fetch" device and ecosystem, Telstra has [[Discontinuation bricking|bricked]] all previous "Telstra TV" devices<ref name=":0">{{Cite web |title=Telstra TV Shutdown |url=https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-url=http://web.archive.org/web/20250918023448/https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-date=18 Sep 2025}}</ref>. The Telstra TV line of products were made in partnership with [[Roku]] and had the ability to stream and playback local content through the Roku Media Playback app or through Plex, and retailed at one point for $219AUD<ref>{{Cite web |author=Orion_2012 |title=Telstra TV3 - Review - Media Players |url=https://forums.whirlpool.net.au/archive/2789846}}</ref>. While sales figures for these devices may not be public, this decision has officially turned all of these capable devices into e-waste for which Telstra suggests recycling them at your local Telstra store.<ref name=":0" />

In addition to forcing customers to move to the new "Fetch" device and ecosystem, Telstra has [[Discontinuation bricking|bricked]] all previous "Telstra TV" devices<ref name=":0">{{Cite web |title=Telstra TV Shutdown |url=https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-url=http://web.archive.org/web/20250918023448/https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-date=18 Sep 2025}}</ref>. The Telstra TV line of products were made in partnership with [[Roku]] and had the ability to stream and playback local content through the Roku Media Playback app or through Plex, and retailed at one point for $219AUD<ref>{{Cite web |author=Orion_2012 |title=Telstra TV3 - Review - Media Players |url=https://forums.whirlpool.net.au/archive/2789846 |archive-url=https://web.archive.org/web/20260224110000/https://forums.whirlpool.net.au/archive/2789846 |archive-date=24 Feb 2026}}</ref>. While sales figures for these devices may not be public, this decision has officially turned all of these capable devices into e-waste for which Telstra suggests recycling them at your local Telstra store.<ref name=":0" />

Under Telstra's terms of service it specifies that the content purchased is 'your content' and specifies that you can 'buy' or 'purchase' the content, however Telstra still reserves the right to take access away from the content under various circumstances. This could be misunderstood by customers to believe that they own something they paid for that is actually closer to a lease or rental arrangement.

===Repeated overcharging customers for inactive services===

In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') - https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020</ref>

In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') - https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 ([http://web.archive.org/web/20250708192306/https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 Archived])</ref>

A subsequent investigation occurred in 2022 and identified that Telstra had overcharged more than 11000 customers approximately $1.7 million. ACMA ordered Telstra to pay a $3 Million penalty in addition to refunding affected customers $21.1 Million<ref>{{Cite web |date=2 Dec 2023 |title=Telstra pays $24 million in penalties and refunds after wrongly charging customers |url=https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-url=http://web.archive.org/web/20250803185546/https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-date=3 Aug 2025}}</ref>

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===Selling mobile contracts to customers who cannot afford them===

Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers. In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers</ref>

Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers. In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers ([http://web.archive.org/web/20251213082437/https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers Archived])</ref>

==References==

[[Category:Telstra Group Limited]]

@@ Line 35: / Line 35: @@
 ===Locking purchased content behind new Fetch hardware and discontinuation bricking of Telstra TV devices.===
-In 2024 Telstra contacted a customer to advise that they would no longer have access to their library of content unless they upgraded their 'Telstra TV Box Office' to a new Fetch device. This change in policy requires customer to purchase new hardware in order to access the content and media they have paid for. In this instance the customer was provided a new Fetch device for free, however at no time has Telstra offered all affected customers a free device and likely many customers either paid for new hardware or lost access to the content they had purchased. <ref>The Guardian - ‘My whole library is wiped out’: what it means to own movies and TV in the age of streaming services https://www.theguardian.com/media/article/2024/may/14/my-whole-library-is-wiped-out-what-it-means-to-own-movies-and-tv-in-the-age-of-streaming-services</ref>
+In 2024 Telstra contacted a customer to advise that they would no longer have access to their library of content unless they upgraded their 'Telstra TV Box Office' to a new Fetch device. This change in policy requires customer to purchase new hardware in order to access the content and media they have paid for. In this instance the customer was provided a new Fetch device for free, however at no time has Telstra offered all affected customers a free device and likely many customers either paid for new hardware or lost access to the content they had purchased. <ref>The Guardian - ‘My whole library is wiped out’: what it means to own movies and TV in the age of streaming services https://www.theguardian.com/media/article/2024/may/14/my-whole-library-is-wiped-out-what-it-means-to-own-movies-and-tv-in-the-age-of-streaming-services ([https://web.archive.org/web/20260224105908/https://www.theguardian.com/media/article/2024/may/14/my-whole-library-is-wiped-out-what-it-means-to-own-movies-and-tv-in-the-age-of-streaming-services Archived])</ref>
-In addition to forcing customers to move to the new "Fetch" device and ecosystem, Telstra has [[Discontinuation bricking|bricked]] all previous "Telstra TV" devices<ref name=":0">{{Cite web |title=Telstra TV Shutdown |url=https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-url=http://web.archive.org/web/20250918023448/https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-date=18 Sep 2025}}</ref>. The Telstra TV line of products were made in partnership with [[Roku]] and had the ability to stream and playback local content through the Roku Media Playback app or through Plex, and retailed at one point for $219AUD<ref>{{Cite web |author=Orion_2012 |title=Telstra TV3 - Review - Media Players |url=https://forums.whirlpool.net.au/archive/2789846}}</ref>. While sales figures for these devices may not be public, this decision has officially turned all of these capable devices into e-waste for which Telstra suggests recycling them at your local Telstra store.<ref name=":0" />
+In addition to forcing customers to move to the new "Fetch" device and ecosystem, Telstra has [[Discontinuation bricking|bricked]] all previous "Telstra TV" devices<ref name=":0">{{Cite web |title=Telstra TV Shutdown |url=https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-url=http://web.archive.org/web/20250918023448/https://www.telstra.com.au/entertainment/tv-movies/telstra-tv |archive-date=18 Sep 2025}}</ref>. The Telstra TV line of products were made in partnership with [[Roku]] and had the ability to stream and playback local content through the Roku Media Playback app or through Plex, and retailed at one point for $219AUD<ref>{{Cite web |author=Orion_2012 |title=Telstra TV3 - Review - Media Players |url=https://forums.whirlpool.net.au/archive/2789846 |archive-url=https://web.archive.org/web/20260224110000/https://forums.whirlpool.net.au/archive/2789846 |archive-date=24 Feb 2026}}</ref>. While sales figures for these devices may not be public, this decision has officially turned all of these capable devices into e-waste for which Telstra suggests recycling them at your local Telstra store.<ref name=":0" />
 Under Telstra's terms of service it specifies that the content purchased is 'your content' and specifies that you can 'buy' or 'purchase' the content, however Telstra still reserves the right to take access away from the content under various circumstances. This could be misunderstood by customers to believe that they own something they paid for that is actually closer to a lease or rental arrangement.
 ===Repeated overcharging customers for inactive services===
-In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') -  https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020</ref>
+In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') -  https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 ([http://web.archive.org/web/20250708192306/https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 Archived])</ref>
 A subsequent investigation occurred in 2022 and identified that Telstra had overcharged more than 11000 customers approximately $1.7 million. ACMA ordered Telstra to pay a $3 Million penalty in addition to refunding affected customers $21.1 Million<ref>{{Cite web |date=2 Dec 2023 |title=Telstra pays $24 million in penalties and refunds after wrongly charging customers |url=https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-url=http://web.archive.org/web/20250803185546/https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-date=3 Aug 2025}}</ref>
@@ Line 50: / Line 50: @@
 ===Selling mobile contracts to customers who cannot afford them===
-Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers.  In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers</ref>
+Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers.  In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers ([http://web.archive.org/web/20251213082437/https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers Archived])</ref>
 ==References==
 <references />
 [[Category:Telstra Group Limited]]