As you may have seen from our Twitter updates, due to an earlier internal systems issue, some online services have been unavailable but BigPond email has been restored for the majority of customers and other services are being progressively restored now.
I’d like to apologise to customers who may have been impacted by this issue as we understand the inconvenience it has been causing.
However, protecting our customers’ privacy has been a priority. That’s why as a precaution we disabled our BigPond email, Online Billing, BigPond Self Care and My Account functions and the team has been working around the clock to restore these services.
We will also be resetting the passwords of around 60,000 customers whose password or user ID may have been inadvertently displayed. We are expecting the actual number of customers whose user id and/or password details were displayed to be significantly less than this.
Customers who cannot log into their BigPond accounts or need passwords reset, should contact us on 133 933 anytime. We will also be proactively contacting impacted customers; however it will take some time. We will also keep our Twitter customers updated here twitter.com/telstra and we’ll post more here as information comes to hand.
Again my sincere apologies to all customers that have been impacted. Rest assured, a full investigation is underway so we can put in place measures to stop this happening again.
UPDATE: Sunday 11 December.
Thank you to everyone for the feedback here. We will publish all the comments tomorrow, however for now please know we continue to work on a full investigation into the matter. We take the security of our customer information extremely seriously.
Our BigPond email site is now available for the majority of our customers.
To address the queries regarding resetting passwords, if you can access your email, online bill or Telstra My Account, your password has not been re-set and you can continue to use it. However, we encourage people to regularly change their password as a security precaution.
If you are prompted to re-set your password you will need to call us on 133 933 to do so. Unfortunately we are experiencing delays in answering calls due to high call volumes at the moment. We sincerely apologise if we do keep you waiting and will get through to you as soon as soon as we can.
We’ll keep our TEX blog updated with information as it comes to hand.
UPDATE: Monday 12 December.
Hi all, our apologies to those who’ve had to endure long waits on the phone trying to get through to us – rest assured we are trying to get to all customers as quickly as we can. I want to address some of the queries you’ve sent through in response to Peter’s comments.
Email should be back up and running for the majority of our customers. If your password has been reset you will need to call us on 133 933 to activate. If you can access your email, online bill or Telstra My Account, your password has not been re-set and you can continue to use it. However, we encourage people to regularly change their password as a security precaution.
We reset BigPond passwords for a number of customers as a precaution and will be contacting impacted customers directly to work through how best to assist them. If anyone has any concerns please contact us on 1800 991 053.
We’ve had feedback from some customers who have reported getting ‘phishing’ scam emails. These are email scams that try to get personal or financial information from customers. Typically these emails urge the receiver to visit a convincing-looking fake web page and enter personal or financial information.
Please remember that Telstra and BigPond will never send unsolicited emails asking for you to provide sensitive information like your passwords, credit card details, personal information or any other account verification. There’s some more information here.
I’ll keep you updated on more information as it comes to hand.