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Keeping you supported during COVID-19 (Coronavirus)

Community Manager Community Manager
Community Manager

We’re here to keep you connected and up to date about COVID-19 (Coronavirus). Our number one priority is the wellbeing of our customers and team members. We encourage you to follow the guidance of the Australian Health Department on how to protect yourself.

 

We’ll also continue to keep you updated on Telstra Exchange as well as on the latest cybercriminals capitalising on Coronavirus (COVID-19) and what to watch out for.

 

You may also receive a legitimate text message from Telstra, with the following information: 
Coronavirus Aus Gov msg: To stop the spread, stay 1.5m from others, follow rules on social gatherings, wash hands, stay home if sick. aus.gov.au

 

Due to increased containment measures announced by the Philippines Government, Telstra’s contact centre workforce has been reduced. This means there will be longer wait times for customers contacting us via phone or online messaging.  

 

Get access to online support to manage your account and services:

During this time, we want to help you find the support you need quickly to easily. Our online tools are some of the best ways to troubleshoot and resolve account and service issues, and can save you from the extended waiting times currently being experienced.

 

Here are some of the ways you can self-manage your Telstra account straight from your mobile, tablet or desktop:

 


The Telstra app
The Telstra app is the simplest way to manage your account, view your services, and find support. You can track orders, check for outages and access our Smart Troubleshooting Tool, straight from your mobile or tablet. Make sure you log in with your Telstra ID first - if you don’t have a Telstra ID, you can register for one here.

Find out more about the app >



My Account
Just like the Telstra app, My Account is the best place to take care of your Telstra account and services, straight from your desktop. Like the Telstra app, you'll need to log in to My Account with your Telstra ID, or register for one here.

Log in to My Account >

 


Support Centre

Visit our Support Centre for help with your account and service needs, including:
Pay my bill
Set up direct debit
Track my order
Switch to email bill
Register for Telstra ID

Plus across a range of support categories, including:
Accounts & billing
Mobiles & devices
Internet
Pre-Paid

 

Plus much more!

 

 

Online Troubleshooting
There are number of ways you can troubleshoot an array of service issues and find support online, including:

 

 


Managing your bills and requesting a payment extension
We’ve made it easy to manage your Telstra account and billing needs online, including with the Telstra app on mobile, and My Account on desktop.

 

You can setup your payment details, manage late payments, and manage your billing preferences all using our online tools.

 

We have stepped out how you can manage your payment and billing needs:

 Managing your payments and billing options >



Pre-paid recharge 
It’s easy to recharge your Pre-Paid service and recharge online:

 

We have stepped out how you can manage and recharge your Pre-Paid service:

Managing your pre-paid service online >

How do I recharge my pre-paid service online >

 

 

Outage check

Use our online tool to check if your service is currently experiencing planned maintenance or a network outage.

Check for an outage >

 

 

Online store
Want to buy something from our store?

You can purchase products and services through our website, without the need to leave your home, visit www.telstra.com.au >

 

 

Looking for more help? Ask a question on the community.

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35 Comments
Just Registered

Hi @Terra6 

 

You should be able to log in to your main account  https://tel.st/qzhdr  then select "Manage" mailboxes and change the password from there.

 

 

 

 

Level 2: Rookie

It looks like the extra 25GB is only available for registration from this thursday

Observer

I have forgotten my password for an email address and need to reset please

Just Registered

I understand there is a delay in delivery, would've been great to advise at checkout.. Anyways can someone tell me how long? My current mobile is choosing when it wants to work. Without going into my personal situation a reliable working phone is necessary right now.

If you could advise approximate wait time or if I can collect from my local store?? Thanks

Level 2: Rookie
Just Registered

I'm also caught in limbo in regards to an order.

 

I placed an order for a phone that said 'available now' over a week ago but haven't heard anything since.  The phone now says 'out of stock' on the web site and my order doesn't exist in the track my order system.  I'm transferring across from another carrier and have no idea if my service will drop out at any point.  My current phone is completely unreliable and I'm now working from home, so I need to sort this out pretty quick.  But given the phone is out of stock on the site and I can't track my order I have no idea what time frame I'm dealing with.  

 

Any advice would be greatly appreciated.

Just Registered

I can’t find how to register for the extra data due to covid 19 either....

Just Registered

I moving houses and have requested the disconnection from previous address to the new, but due to COVID 19 I haven't received any answers to when it will be connected and cannot get through to anyone at Telstra to answer my question. I've been living 1 week now in the new address with no connection and still having to pay for the service that I'm not using. Thing is I want to cancel it now to engage another company to get connection, but cannot get do that either without having to talk to someone. Should I just stop paying the bill to get someone contacting me?

Level 1: Cadet

Same as others are reporting, there is no link on the 24/7 app to apply for additional 25GB of data...have logged out and back in, and have also logged into My Account and nothing there either. Great Small Business service

Just Registered

Telstra haven’t updated their app to allow for registration for this offer but this link has the registration form:

 

https://say.telstra.com.au/customer/general/forms/COVID-19