Dexter1269
Level 2: Rookie

Broadband Protect

How do I get rid of Broadband Protect? I called Telstra after days on messaging to remove it. I never ordered it. They credited my bill and then re-applied the charge next bill. I have spent all afternoon on messaging again with no luck

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9 REPLIES 9
ProfessorPhone
Level 23: Superhero

Re: Broadband Protect

If you feel that you have exhausted every possibility of sorting it out with customer service you can "make a complaint"

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EthanG
Support Team
Support Team

Re: Broadband Protect

Hey @Dexter1269, if you go to your MyTelstra app's 'service' tab and then click on your internet service, can you see if Broadband Protect is still listed as active under the 'Summary' tab? If so, there will be an option there to remove it. Let us know if this helps.

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Dexter1269
Level 2: Rookie

Re: Broadband Protect

Thanks for the advice. My issue is that my account comes up with an error message. It advises to try later. It has always been like this. Back when Telstra would talk to you I tried to get this rectified. This required many calls and many hours on hold. I also asked to change my plan. But this did not happen either. I will try chat help again next week. Cheers

Dexter1269
Level 2: Rookie

Re: Broadband Protect

Thanks for the advice. I did manage to get the protect credited off my bill yesterday. Telstra have done this a few times. I will lodge a complaint next week. My internet is good. Billing and customer service is not good. Cheers.

Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: Broadband Protect


@Dexter1269 wrote:

Thanks for the advice. My issue is that my account comes up with an error message. It advises to try later. It has always been like this. Back when Telstra would talk to you I tried to get this rectified. This required many calls and many hours on hold. I also asked to change my plan. But this did not happen either. I will try chat help again next week. Cheers


Hi @Dexter1269 

 

What is the name of your broadband bundle? Telstra Broadband Protect is meant to come free with its plans. So its strange its coming up as a charge.

 

Or are you referring to "Device Protect" that's part of the Trend Micro/Telstra's partnership?

Someone keeps putting vegetables in my beer crisper
EthanG
Support Team
Support Team

Re: Broadband Protect

@Dexter1269, let's have a look into this. Could you please send us a private message? 

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Dexter1269
Level 2: Rookie

Re: Broadband Protect

Hello,

Its an older plan : Telstra T-Bundle Connector FreeStyler. I moved to the NBN a few months back and broadband protect appeared as a new charge. 

Dexter1269
Level 2: Rookie

Re: Broadband Protect

Hello Ethan G,

Sure how do you send private messages in this forum?

EthanG
Support Team
Support Team

Re: Broadband Protect

@Dexter1269, If you go to my profile, you should be able to send me a private message there. Look forward to hearing from you!

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