Level 1: Cadet

Separation of Account

In January I completed the change of ownership form to separate my mobile phone and email from my ex.

I have since had multiple chats on the 24/7 app, phone calls, and an in person visit to the local Telstra shop.


My account has not been separated correctly. For the last week I have not been able to make calls, send texts, and I have no mobile data so I am unable to use the COVID QR Check in codes.


I have been told that since I am no longer authorised on the account my ex needs to give permission for me to talk to anyone. He has also used the 24/7 app to give authorisation. I am still waiting for the call that was promised.


How do I get Telstra to fix my account? I am a NSW Health employee unable to check into my work place because they have cut off my data.

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Level 21: Augmented
Level 21: Augmented

Re: Separation of Account

It sounds like you should lodge a complaint with Telstra.

Therein, describe the situation and its effect, and hopefully Telstra will expedite resolution.

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