We’ve made it quick and easy to track the progress of your Telstra orders online. The type of order you’ve placed with us will determine which order tracker to use:
Track your Internet order
If you’ve placed an Internet order, including NBN, ADSL and Cable, enter your Order ID into our Order Tracker tool here.
Track your Mobile order
If you’ve ordered a mobile on a plan, use our Track an Order tool here.
To check your order status, you’ll need your order number. This can be found in the email we sent you to confirm your order and starts with 1-.
Track your Pre-Paid activation
Good to know: It can take up to 24 hours for Pre-Paid services using an existing number to appear in our system.
Track your StayConnected shipment
If we’re replacing or repairing your device through StayConnected, you can track the progress of this through the StayConnected Service Request Portal here.
Update: From 1 July 2020, StayConnected Advanced will no longer be available for new consumer customers. StayConnected Advanced will continue to be available to Small Business customers.
If you took up this extra before 1 July 2020, StayConnected Advanced can be redeemed as per the existing terms of this service. You can check to see if you have this extra via My Telstra in app or in a browser.
Order Tracking FAQ
When will I receive my parcel?
Due to COVID-19 impacts, we’re experiencing delivery delays on some orders.
Once your order has been shipped, you should receive it the next 1-5 days
How can I check if my order has been dispatched?
To check the status of your order and find out if it has been dispatched, enter your order confirmation number into our Online Order Tracker.
Good to know: If your status says ‘Dispatched’ then your item is on its way. You should have received an email with your Toll tracking instructions to your nominated email address.
How can I track my parcel’s progress?
Once we’ve dispatched your order, you’ll receive a shipping confirmation email or SMS from us with a tracking link so you can check your parcel’s status via our courier’s website.
You can also check it yourself anytime with our online order tracker.
We’ll also keep you updated about your parcel’s status and estimated delivery time via SMS or email.
What if Toll doesn’t show any information?
There can sometimes be a delay between us sending our shipping confirmation emails and Toll updating their system. Should this occur, please try again in 2-3 hours.
If the problem persists, call Toll Customer Service on 13 32 78 and quote your tracking number.
My item was dispatched, but it hasn’t arrived yet…
To find out where your item is, visit the Toll website and enter your tracking number - or click on the tracking link in the shipping confirmation email we sent you.
If you still can’t locate your item, call Toll Customer Service on 13 32 78 and quote your tracking number.
What should I do if my order isn't appearing in the Order Tracker?
If your order isn't appearing in the relevant Order Tracker above, contact us directly via Live Chat, message us via the My Telstra app, or call us on 13 22 00, and the team can look into your order in more detail.
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