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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
Level 2: Rookie

My NBN bill has increased and I can't work out why. I appreciate your support during the COVID pandemic but I can no longer query my bill or do anything other than give you more business!

I need to know why I'm being charged more and what can be done about it or just switch to iiNet.

When will I be able to get that sort of information please?

Support Team
Support Team

Hi @AndyFry

 

Thank you for your post and my apologies for any delays getting assistance. 
Unfortunately, no one on CrowdSupport has access to accounts to assist with billing enquiries.

  

The best way to get in touch right now is via the Get Help tab of the My Telstra App (blue chat icon, bottom right corner) 

Please ensure you have updated to the new My Telstra App as this functions differently to the previous Telstra 24x7 app.
Messages sent via the My Telstra app are being recieved and being responded to in order of urgency, there is a delay due to the impact of COVID-19 on our support teams. 

 

If you haven't already please send a message via the My Telstra App and one of the consultants will be in touch. 

Level 1: Cadet

What support?  I can't get anyone to answer my questions using my phone, the website only points me to certain topics and I can't find anyone to help me with my queries.   Can Telstra please give me a call!

Just Registered

I received this email from <info@online.telstra.com.au>.  I did not complete a Telstra registration to access my account prior to receiving this email.

 

Is this a scam or is it a legitimate email and my account has been compromised?

 

We're writing to let you know that [MY CORRECT NAME WAS HERE] has recently completed a telstra.com online registration to access your account.

This registration provides access to your account details, bills and services in My Account and other Telstra online services.

If you have any queries or concerns about this registration, please contact us via Live Chat at livechat.telstra.com/TB:AR:MyAccount:Register

Best Regards,

Telstra Online Services Team.

Please note that this email is an automated notification and is unable to receive replies.

= = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = =

We'd love to hear your suggestions on improving how we interact with you online - just let us know on our CrowdSupport forum (login required) at telstra.com/ideas

Protecting your privacy is important to us.  You can view our Privacy Statement at telstra.com/privacy

CrowdSupport is a registered trade mark of Telstra Corporation Limited ABN 33 051 775 556

Level 1: Cadet

I have purchased a Telstra pre-paid sim and fill-out the activation form on 3rd of May. Still waiting for my sim to be activated (I'm keeping my existing number).

 

When I fill-out the activation form on 3rd of May I got an email saying "Your Pre-Paid service 042202**** should be active within the next four hours but may take up to 24 hours during business hours*.". I haven't received any updates since then. I tried calling help desk but helpdesk number, but doesn't seem to work, may be due to Covid-19? The live chat seems to be operating on limited times. Tried the live chat a couple of time but didn't give me any straight answer.

 

Can someone please help?

Level 1: Cadet

Hello, anybody out there???

Just Registered

I can’t set up my bigpond mail on my new iPhone SE, have followed all the steps and just need to talk to someone please 

Just Registered

I need to query my bill. Have been getting charged for a service which got discontented months and months ago. Your online service is absolutely useless and I just keep going round in circles and I can not talk to anyone on the phone due to Covid-19. Yes I get that service maybe limited at the moment but does not mean you can't help customers at all. I just need to talk to a human please. Surely people are still working from home and can answer just as many questions as they would if they were at work. Come on get your act together Telstra. It is absolutely ridiculous. We are paying you for this service. 

Just Registered

Extremely bad service.  Booked moving houses in advance (3 weeks). NBN technician didn't show up 2 times. No one provides  any explanation as to why they didn't come to the appointment.  I need the internet for work and home schooling of my kids and it is just not possible.  On top of that, I had to wait 7hrs each time with somone in the telstra chat to get the same outcome (no good enough).

Support Team
Support Team

Hello @Kaye7,

 

Thanks for your post, apologies for the delayed response.

 

As we have no access to customer accounts via Crowd Support, we have no way of verifying

whether the email you received is possibly spam or worse. 

 

To chat to someone who can verify your account details, please use the My Telstra App to message us.

Head to Get Help and the blue message icon, the assistant will have a few suggestions but if no help,

a team member is notified to assist. https://tel.st/vncxk

 

-Aaron