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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

PLEASE HELP...

My 80 yr old mother's landline is down. She lives alone & has dementia. 

 

I tried the online tool to no avail & have obviously been trying to call to get a technician. I even stopped & asked a Telstra technician working in a pit for advice & he suggested ring 13 22 00 - well duh! Using a mobile is beyond her capabilities & I can't change providers as Telstra has put a ban on that.

 

Does anyone know how I can sort this out?

 

Thanks in advance for any help .

Level 1: Cadet

Seriously, how do you get help. Trying to query a bill. None of the online methods work. They send me to a chat line which then simply cuts me off. Same goes for phone help - they cut you off after directing you to online, which of course does not work. 

How do you lodge a bill query if they do not take the call, and chat cuts you off?

Just Registered

The links provided for the extra data do not work but thanks for trying.  Get your act together Telstra!!

Just Registered

The UN health agency reminded everyone to honour caretakers and healthcare workers…[for] the role they play to save lives and keep your loved ones safe”, while assuring healthworkers that it is normal to feel “under pressure” and emphasizing that stress is by no means a reflection that you cannot do your job or that you are weak.

Just Registered

Need to activatey sim

Just Registered

Hi Telstra,

Have been trying to contact someone re our current mobile contact and also our foxtel account but cannot get any assistance via phone or via the chat module..What is the best way to do this before the bill is not paid?.

 

 

Just Registered

Preparing for coronavirus (COVID-19) means having what you need to stay home. Officials are asking people to only go out when absolutely needed so they don't get sick

Just Registered

Can i log dispute via email regarding my bill somehow? Due to COVID-19,I don't mind how long it takes for Telstra to address my dispute as long as its addressed eventually. I tried the "Query this bill" feature but it is too narrow and doesn't end in me being able to log a query when the support chat is down. Thanks.

Level 22: Superhuman
Level 22: Superhuman

Hi @Moonshot 

 

You could try lodging a complaint via the webform https://tel.st/4amxg This used to take about 5 business days for a case manager to be assigned. I have no idea if this is working atm due to the whole COVID disruption thing?

Just Registered

Hi

 

Last week I ordered NBN to be installed and connected in my home, due to the fact that I now have to work from home.  I was told by the telephone agent that there was a deal involving NO INSTALLATION or CONNECTION FEES.  At that time, I was currently using a Mobile Telstra 4G Wifi Device on a monthly plan, in which the contract has expired and in which the agent told me was better to have disconnected after my NBN was installed.  Now, customer service centres have closed down... I haven't been able to get through to disconnect my old internet and have it removed from my account and as a result, I'm still being charged for something I'm not using anymore.  Secondly, I received my bill only to discover a $99 connection fee, which I was told would be waved due to the deal. Smiley Sad  But again, I can't get through to anyone, I can't chat to anyone on the app chat, I can't call, can't email, and can't even request a call back to dispute these charges and have them removed from my account. Furthermore, there is not option to cancel the old service internet service myself online, but you are quite happy to offer me upgrades on a contract that has expired and that I'm not using.  SO?  What can I do?  I refuse to pay charges on my account that I was promised wouldn't be charged and I am not going to continue paying for a service I'm not using.