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Keeping you supported during COVID-19 (Coronavirus)

ashliem
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:

 


My Telstra app
The My 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 My Telstra >



My Telstra in a browser
My Telstra is the best place to take care of your Telstra account and services, straight from your desktop. Like the app, you'll need to log in to My Telstra with your Telstra ID, or register for one here.

Log in to My Telstra >

 


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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129 Comments
Koala-Lou
Level 1: Cadet

I tried to sign up for the FREE 25gb due to working from home.  I've just received my bill and found that actually what has happened is that Telstra have taken it upon themselves to change my plan from small to medium AND up my charges!  I have tried several times through the My Telstra app and online to query my bill and change my plan back to the small one, however, surprise, surprise - an error screen appears every time!

I AM NOT HAPPY TELSTRA! I never requested a larger plan, what I signed up for (clicked on) was the FREE 25gb offer.

I would appreciate somebody from Telstra contacting me as soon as possible, or I will be making another report to the Telecommunications Ombudsman at Telstra.

I understand staff limitations due to COVID - but my attempts to contact you over this have been spanned over the past 9 days! NOT GOOD ENOUGH AT ALL!

Jupiter
Level 25: The Singularity
Level 25: The Singularity

@Koala-Lou you should have received a message about the automatic change to your plan a couple of months ago. People who have 5G capable phones, who were on the small plan were automatically upgraded to the medium plan unless they contacted Telstra prior to the change (which is allowable under your plan terms and the regulations). That is completely separate to the 25GB extra data offer and the two are not linked.

 

Nobody from Telstra will contact you as a result of your post as nobody at Crowdsupport has access to account information.

SEO1
Just Registered

Have been getting calls on my home line purporting to come from Telstra and that there are some issues with the internet - I am assuming it is a scam call, firstly could barely understand what she was saying, kept ringing after I told her that my son was out and I would get him to call back. I was out and there were about 5 calls. I answered again and had the woman asking if my son was back. Told her to leave me alone and she started carrying on again about having to sort everything out, tried talking over me and then yelled WAIT A MINUTE, told her not to yell at me and not to call, Good bye then I hung up. She gave the name Jessica Willam, the Phone No. of 132200 and a Ref No. 860058. If it is or isn't Telstra I don't know. Generally Telstra contact me with an email so I wasn't prepared to take her call as legitimate.

iPat91
Support Team
Support Team

Good call on not giving any details out as that doesn't sound like the type of phone call we'd make! If you do receive another call, I recommend submitting a report to Scam Watch:  https://tel.st/q2ftc

If there's anything you want us to look into, feel free to send us a private message!

PhantomGWW
Level 2: Rookie

All I wish to find out is :- 

When can I get 'data usage- monthly information' like one could. 

 

We are asked to manage our data -- but cannot seem to be able to under current conditions.

 

Also unable to speak to a human ? 

 

 

 

Bmrussell
Just Registered

What is the phone number of Telstra 

Jupiter
Level 25: The Singularity
Level 25: The Singularity

132200

contactchris
Level 5: Eagle Eye

I saw your headline and couldn't help but write to you, as you are the Community Manager. You said -  "Keeping you supported during COVID-19 (Coronavirus)". 

 

I was surprised and certainly not happy to get Telstra feedback today about my continuing bad experience with Live Chat, and the lack of someone picking the phone up at Telstra, as being due to Covid. It had to be a cut-and-paste response that was not considered for more than a few seconds.

 

I have recently raised complaints about live chat and was very disappointed that Telstra would resort so quickly to blame all my, and others, contact and despair with Telstra Support on Covid. The point of my complaints is that Telstra cannot acknowledge that Telstra's Live Chat, or call in Support (if you can ever get through) is NOT WORKING for a large percentage of customers.

 

I have multiple examples where this has been the case. I have 45 pages of nonsense conversation live chat - to order a phone and Telstra still get it wrong from Nov last Year. I am still trying to sort it out. Its pitiful reading that lacks in continuity and resolve. AND it seems Covid is blamed for me wasting four hours on Live Chat in March to do five minutes of basic diagnosis, consisting of the request to reboot my Modem and get the MAC Address from the bottom of the Modem. Why would it take four hours to get to those two questions?  They had responded 20 or 30 times of nothing responses without asking a single question only to get to those two questions after four hours. Why would the Telstra representative blame Covid for this? I have proof of the transcript if you want it. 

 

Blaming this broken experience on Covid appears to be ridiculous. I have a record of these nonsense interactions. No one in Telstra, that should be interested in this feedback seems to care about it. Telstra Support pays lip-service and cut-and-paste meaningless statements that do not address the issue at hand.

 

I thought you should know and your thoughts would be appreciated. 

Drowninghere
Just Registered

I cannot send emails to 2 people in particular. Every time I attempt to email them the following message comes up and I am prevented from doing so.   611C6B25010FC04D Message content rejected due to suspected spam. OB703 [Err code: 558 5.7.1]

What can I do to resolve this? I have made countless calls to Telstra and finally actually got to speak to a support person this morning who told me it is not a Telstra problem- they actually didn't seem to know what the error is.


@ashliem wrote:

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:

 


My Telstra app
The My 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 My Telstra >



My Telstra in a browser
My Telstra is the best place to take care of your Telstra account and services, straight from your desktop. Like the app, you'll need to log in to My Telstra with your Telstra ID, or register for one here.

Log in to My Telstra >

 


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.



@ashliem wrote:

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:

 


My Telstra app
The My 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 My Telstra >



My Telstra in a browser
My Telstra is the best place to take care of your Telstra account and services, straight from your desktop. Like the app, you'll need to log in to My Telstra with your Telstra ID, or register for one here.

Log in to My Telstra >

 


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.



Does anyone know how to resolve this. The 2 email recipients are family members-I would like to be able to email them.