Why are you exiting my Service now?
We introduced Telstra Broadband Protect to better protect our broadband customers in June 2015.
Your Telstra Online Security service isn’t eligible to be migrated to Telstra Broadband Protect.
Why isn’t my Service eligible to be migrated to Telstra Broadband Protect?
If you currently have Telstra Safe Central, Free Anti-Virus or received Security via a free Promotion, Our Customer Terms for Telstra Online Security do not allow us to migrate your service to Telstra Broadband Protect.
If the BigPond username you used to sign up for your Telstra Online Security service isn’t associated with a Telstra ADSL, Cable or NBN service and/or your Account Number doesn’t begin with 2000 then we can’t migrate your service to Telstra Broadband Protect.
You may be able to sign up for Telstra Broadband Protect if you have another BigPond Username that meets these requirements
Can I cancel my service now?
Yes, you can log into https://www.telstraonlinesecurity.com/selfcare.aspx at any time and cancel your service
Will you tell me when the exit is completed?
You’ll receive an email from us on or after 1 October 2017 advising you that your service has been exited
When will charges stop appearing on my bill?
If you were being billed for Telstra Online Security you shouldn’t see any new charges on future bills after your service is exited.
If you normally receive your bill early in the month, your final charge may appear on your next bill
What does my bill look like now?
If you’re currently being billed for Telstra Online Security it will appear under
Some customers will see the charge described as Additional Services One Off Fee Adjustment
The Charge may be described as
How will I help protect myself after my Service is exited?
If you’re eligible you can sign up for Telstra Broadband Protect.
If you’re a Telstra Business customer you may consider available security applications in the Telstra Apps Marketplace.
Or you can choose from other available security services suitable for your needs.
Find out more about how Telstra recommends you keep yourself safe online
What happens to my software?
After 1 October 2017 (unless you cancel yourself first), your software will become inactive and your computer will not be protected from new threats.
You’ll need to remove the software from your computer and if you’d like to continue to have online security you’ll need to replace it with security software which can be kept up to date.
How do I uninstall the software?
See here for details about how remove the Telstra Online Security, Telstra Safe Central or Free Anti-Virus software from your computer.
The email you receive from us upon cancellation will include information on how to remove your software
What if I have more than one Telstra Online Security Service?
Only the service associated with the BigPond Username in the email or letter you received from us is affected at this time.
If you have a service which we haven’t contacted you about, it will continue to operate as before until we tell you otherwise.
I already have Telstra Broadband Protect, how does this affect me?
This doesn’t affect your Telstra Broadband Protect service
If you haven’t already done so, you should remove the Telstra Online Security, Free Anti-Virus, BigPond Security or Telstra Safe Central software from your computer and replace it with the Anti-Virus Plus Security or Safe Browser Software (included with your Telstra Broadband Protect service) on your computers
I’m a business/enterprise customer, what options do I have?
We recommend you consider one of our cloud security applications for your business.
Is Safe Central in Telstra Broadband Protect?
Yes, Telstra Safe Central is known as “Safe Browser” in Telstra Broadband Protect
Who do I call to get help?
If you need further help, contact us and ask for “Security” if you call
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