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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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90 Comments
Just Registered

I am being double-billed due to a Telstra error, but cannot query my bill due to COVID. I am being forced to pay double for services I am not receiving and cannot rectify this. If I don't pay, do you cut me off?  

Just Registered

Can someone help me find the link to register for the additional 25GB?  We have our services registered under our small business account so I am logging in here: https://yourtelstratools.telstra.com/group/ytt/home

Observer

I have the same question cannot find how to request the free 25gig on the 24/7 app.  

 

 

Just Registered

I also cannot find how to request the free 25GB as a small business on Telstra 24/7. Also not available via the link mentioned by bri100. Can anyone advise?

Just Registered

I cant find out how to request the 25GB of data either, has anyone been able to find out how?

Level 22: Superhuman
Level 22: Superhuman

HI All,

 

As per the article here! for the free data.

 

We are also giving our consumer and small business mobile customers more data. Post-paid customers (both handheld and mobile broadband) can receive an extra 25GB of data on their plan to use in Australia within 30 days to facilitate the need for a more mobile workforce. Post-paid customers can apply for the extra data via our Telstra 24×7 and My Telstra Apps from Thursday until 31 March and the data will be available within 24-48 hours.

 

Telstra Pre-paid customers with an active recharge of $40+ can get 10GB of additional data to use in Australia within 28-30 days (depending on your plan). Eligible pre-paid customers can apply for the extra data via our Telstra 24×7 and My Telstra Apps from Thursday until 31 March and the offer will be applied to customer accounts within 24-48 hours.

Level 1: Cadet

I get the Sales pitch guys, but with many, many people forced to work from home, kids grappling with online learning, purchasing of groceries and essentials required through the web, unfortunate employees looking to survive with Centrelink payments, why would we be having outages due to planned maintenance at 11.30 am on a Monday ? Surely the maintenance can be done within a non-peak time so as to minimise the impact for those forced to use home services in an already overloaded delivery schedule.

Just Registered

I'm trying to cancel my account. There doesn't seem to be any online method to do so. The online chat system is down and I only have limited reception, I have unsuccessfully tried to call multiple times.

Funny how I can upgrade online but trying to cancel when I have been out of contract for years isn't possible. 

 

Level 1: Cadet

I want to know why my home internet has slowed, heaps of data (without using the unlimited promised) yesterday really slow normally getting between 50 & 100mbs yester only 6mbs no one will answer phone and that codi AI is crap if you want supoort its only good for sales

Observer

I need to change a password to one of my email addresses. Unfortunately I didn’t set up a secondary email address  for this one. Any ideas how do this? Please