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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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102 Comments
Just Registered

Re; My post above, finally the phones arrived today.

Better late than never, but no support from Telstra thru email, phone, complaints or here.

Bit sad really.

Just Registered

I had a call from telstra yesterday. Seems it was a scare and I can't get in contact with telstra. What do I do

Just Registered

How do I register for 25g free data

 

Level 25: The Singularity
Level 25: The Singularity

@Agoolie1 fill ou thte form at https://say.telstra.com.au/customer/general/forms/COVID-19

Note: this is for Post Paid mobile services, it is not available for PrePaid services.

Level 4: Private Eye

How about someone, anyone from Telstra reply to a single message from FB, the "App", chat bot, forum post that I've left.... pretty much anything will do.

 

From what I can see, NO ONE can get in touch with a human at Telstra.

It's an absolute disgrace and the company should be ashamed of itself.  

For a business that deals in "communication", you're pretty bloody **bleep** at it.

Telstra should NEVER have been privatised.

Level 12: Master Detective

Keeping you supported?

LOL.

Telstra is supposed to be a Communications Company. Now we all know that COVID-19 has caused the shutdown of your call centre in Manila but surely by now you could have set up some sort of alternative?

Smaller centres located in each Australian capital cities?

Staffed by people who can speak and comprehend English?

Radical concepts I know but surely better than the current option of leaving a message via a dysfunctional App?

Level 1: Cadet

WHERE IS MY PHONE. Why dont you TELSTRA put people on to get all the phones you have not delivered but taken the money for delivered and have a team to take phone calls so you can actually be contactable.

You will have to go broke - surely - how could anyone run a business like this? Youre shareholders must be ropable.

Level 2: Rookie

How can I get support when the support methods you suggest during COVID-19 don't work?? The Telstra app on my phone gives me errors when trying to access one of my prepaid mobile accounts. Is there any chance I can get the old 24x7 app, because it actually worked? To top it off the second prepaid account dropped off  the list of services in My Account when my old work number was ported to it. I tried Self Support to get an answer but Codi just ends up in a loop. When I finally got Codi to refer me to a real person, no one replied for 12 hours, and the only reply was "Sorry, we are busy", and since that response, nothing. When I was still a Telstra employee I would have been able to raise my issues on Yammer, and someone would have solved them, but now what hope do I have?? Is the only recourse to lodge a complaint with the Telecommunications Ombudsman?

 

Level 2: Rookie

Hey abthomp, Telstra actually hired 3500 local staff to cover for the closure of their overseas call centres. Goodness knows who they are servicing? Maybe sales and high value business customers?

Level 4: Private Eye

I'm glad Telstra are trying to keep people safe, but Ironically, the only way to get any action is to physically go to a Telstra store.  3 hour round trip, but beats smashing the phone receiver against my head for that same amount of time.