Why do I need to update my software?
To help keep your computers protected from viruses and other threats after your Telstra Online Security service is upgraded to Telstra Broadband Protect, you will need to update the software to Telstra Broadband Protect on all your computers that currently have Telstra Online Security protection installed, prior to 1 October 2017 (which is when we plan to close Telstra Online Security).
Your Telstra Online Security application dashboard will confirm the actual date for your service upgrade at least 14 days prior to the date.
How will I know when to update my Software?
If you’re running Telstra Online Security on a Windows Computer, you’ll be prompted to run the Update Assistant once the update becomes available.
If you haven’t run the Update Assistant within a short period of time after the upgrade from Telstra Online Security to Telstra Broadband Protect is completed, your Telstra Online Security application dashboard will prompt you to run the Update Assistant prior to 1 October 2017.
If you’re running Telstra Online Security on a MacOS Computer, once the update becomes available, your Telstra Online Security application dashboard will prompt you to update prior to 1 October 2017.
Your notification settings in your Telstra Online Security Self Care portal must be set to ‘On’ to see this message.
How do I upgrade my Telstra Online Security Software?
To upgrade your Telstra Online Security Software you will need to follow the easy steps contained in the Upgrade Assistant. See full details here Telstra Online Security Update Assistant
Log into My Account and follow the steps to install Telstra Broadband Protect Anti-Virus Plus Security. Your Telstra Online Security software will be removed as part of this install.
How will I know my software upgrade from Telstra Online Security to Telstra Broadband Protect has been successful?
Telstra Broadband Protect Anti-Virus Plus Security will launch and will confirm that it is helping to protect your computer.
Why are you closing Telstra Online Security?
We introduced Telstra Broadband Protect to better protect our broadband customers in June 2015. We need to close Telstra Online Security on 1 October 2017.
We updated eligible Telstra Online Security services to Telstra Broadband Protect between April and August 2017.
I already have Telstra Broadband Protect, how does this affect me?
This doesn’t affect your existing Telstra Broadband Protect service. From 31 March 2017 we’ll move your Telstra Online Security software licenses over to your Telstra Broadband Protect Service and cancel Telstra Online Security.
The Telstra Online Security software licenses you’ve installed may include BigPond Security or Telstra Safe Central.
What happens to my software?
After your service has been upgraded, you’ll be prompted to update your Telstra Online Security software to Telstra Broadband Protect Anti-Virus Plus Security or Safe Browser.
How do I sign up for Telstra Broadband Protect now?
Use Telstra 24 x 7® My Account in your web browser or the Telstra 24x7 App on your Phone or Tablet. Full details here https://www.telstra.com.au/support/category/broadband/security/how-to-get-and-activate-TBP
Or you can simply sign up for an eligible Telstra Bundle https://www.telstra.com.au/bundles
If I sign up for Telstra Broadband Protect before my service is migrated, what happens to my security?
You can immediately benefit from Telstra Broadband Protect Network Protection and any other protection you choose to add;
What if I have more than one Telstra Online Security Service?
Only the service associated with the BigPond username in the email or letter you received from us is affected at this time.
If you have a service which we haven’t contacted you about, it will continue to operate as before until we tell you otherwise.
Where can I find the terms and conditions for Telstra Broadband Protect?
How does Telstra Broadband Protect help to give me more protection after I update?
Does Telstra Broadband Protect include Safe Central and Social Media Monitoring?
What if I use Parental Controls?
We recommend Telstra Mobile Protect if you want to apply Parental Controls on your mobile devices on the Telstra Mobile Network: https://www.telstra.com.au/mobile-phones/moreonyourmobile/features-and-services.
When will charges for Telstra Online Security stop appearing on my bill?
If you were being billed for Telstra Online Security we’ll stop sending any charges to your account at least 30 days prior to your scheduled Migration date. For example, if your bill normally appears on 24 April and your scheduled update date is 27 April, charges for Telstra Online Security won’t appear on your April Bill.
How will I be billed for Telstra Broadband Protect after the Update?
Why has the price of my protection changed?
What does my bill look like now?
If you’re currently being billed for Telstra Online Security it will appear under;
Some customers will see the charge described as Additional Services One Off Fee Adjustment or Telstra Online Security Monthly.
What will my bill look like after the update?
Customers who don’t have a Telstra Bundle:
Customers who have a Telstra Bundle which isn’t eligible for the discount (purchased prior to June 30, 2015):
I pay by Credit Card, what happens to my charges?
As Telstra Broadband Protect is billed to your Telstra Account, once your service has been updated, you will see the charge for Telstra Broadband Protect on your monthly Telstra bill and you won’t see any further charges for Telstra Online Security on your credit card.
Can I cancel my service now?
Yes, Telstra Online Security is a month to month, casual service. You can log into https://www.telstraonlinesecurity.com/selfcare.aspx at any time and cancel your service without an early termination charge.
If I cancel my service, how do I uninstall the software?
See here for details about how remove the Telstra Online Security, Telstra Safe Central or Free Anti-Virus software from your computer.
Who do I call to get help?
If you need further help, contact us and ask for “Security” if you call.
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