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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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122 Comments
Level 25: The Singularity
Level 25: The Singularity

@AP456 that is definitely a scam, and has been around for years. They were trying to get you to install Teambinder (it was the Windows button that they wanted you to press) so they could access the computer remotely. The information that they were going to show you to convince you to give them access was just a registration key that is common to all Windows machines.

 

How to tell it's a scam? Telstra won't call you unless you have reported a problem first. The consultant will have access to your account information and would ask you to confirm your identity first.

Just Registered

Support?? You just charged me $15 for being a few days late. No reminder or anything. I also cannot get in touch with anyone regarding cancelling a redundant account that has not been used for nearly 12 months, but I have still been paying $50 per month. And you sent me a late payment fee? I will no longer be paying for the account I have tried to cancel, and I will not be renewing my internet or other mobile account in November. Good bye Telstra. Epic fail

Level 1: Cadet

You aren't interested in keeping us connected. If you were then you wouldn't redirect our calls to a messaging service.

Level 1: Cadet

What a thread,

 

Ouch

Level 13: Super Sleuth

Supported?

Since when did supported mean cutting off customers from having any opportunity to actually speak to a Telstra staff member?

Since when did supported mean being reliant on a totally dysfunctional app that just sends you round and round in every decreasing circles.

Supported?

Don't make me laugh.

Level 1: Cadet

Telstra stuffed up and disconnected my nbn and home phone, which I’ve had for almost 30 years, by mistake on 31/8/2020 then tell me that they have fast tracked a new connection to have it up and running ASAP. I have just read an email to tell me that it won’t  be connected until the 18/9/2020. And I desperately need my internet at the moment.....this is such a joke especially when it is Telstra’s fault

Support Team
Support Team

Hi Kerryg, that's no good to hear.

 

Let us know if the connection isn't up and running by the 18th and we'll chase it up.

 

Take care, Ollie.

Just Registered

I've been working at home since March, I ended up having to get a mobile booster installed to improve my indoor 4G coverage as it was just too frustrating missing and dropping calls all the time.

 

https://wirelesscoverage.com.au/4g-signal-booster/

 

Its been rock solid since! very happy, but would have preferred not to have to spend the money.... but I never really expected to be working from home this much either. 

Observer

is the extra 25G data still available for mobile customers?

Support Team
Support Team

Sure is! It's available for Victorian customer until the end of this month tftftf.