Telstra 24×7™ Apps go live!
Filed under: 24x7, Android, app, Google Play, iPhone iPad, my account
This week marks one of the most exciting steps to date in Telstra’s digital journey with the launch of our new self-service apps for managing your personal Telstra products and services – on your iPhone or eligible Android device.
The take-up of mobile internet use has been extraordinary, but what excites us most is how we’ve been able to work with more than 300 Telstra customers to ensure that the first release of our apps have been built by us, but designed with you – for you.
We know how busy you are, which is why we’ve developed the apps to help you manage your personal accounts and services linked to your My Account, when it suits you – that’s Telstra 24×7.
You’ll also have around-the-clock access to our market leading customer service through Live Chat (which lets you chat with Telstra from your mobile), Twitter (note you’ll need a Twitter account), Facebook and CrowdSupport® (where you can, after logging in, quickly ask other customers questions and get speedy answers on a range of topics).
The free 24×7 Apps for iPhone and Android can be downloaded from the App Store or Google Play (data charges may apply), and once you’ve entered your ‘My Account’ details you’ll have secure and easy access to:
- View your current and past bill summaries, so you can keep an eye on your monthly spend. You can also pay your bill via the apps.
- Keep tabs on the estimated usage of your mobile plan or selected BigPond® broadband plans.
- Switch to an email bill or change your email delivery address.
- Locate your nearest Telstra Store.
- Contact Telstra online 24×7 to get help or ask a question.
If you’ve got a Telstra Pre-Paid service, you can also:
- Check your balance.
- Easily recharge your service.
- Purchase Telstra Plus Pack extras, if you need extra value on top of your Pre-Paid service such as international roaming or extra data.
Get started with Telstra 24×7 for your iPhone, Android or iPad today:
- Telstra 24×7 for iPhone
- Telstra 24×7 for Android
- Telstra 24×7 for iPad (Released April 2012)
For more information on Telstra’s new apps, check out: www.telstra.com/apps/
Hi Monty – When will be able to check our current months CAP usage?
I seem to be only able to check data usage for the current month.
Hi Katz,
I presume you’re referring to your mobile plan cap usage? All versions of the apps have an ‘estimated charges’ section.
Estimate charges are total charges before discounts and allowances. It also may take up to 48 hours for charges to appear (although generally it’s much quicker).
You’ll find this in the ‘usage’ section on Android/iPhone/iPad – touch the ‘dollar amount’ for a breakdown.
I hope this helps.
Thanks
Monty H
Hi I’m using the android app (Galaxy s2). As pointed out by others I can’t seem to find a way to check the amount of mobile credit used, only the amount of mobile data. Clicking on the ‘my usage’ option shows the data usage as a bar but has nothing about mobile credit; instead there is a ‘days remaining’ bar which comes up. I should point out that I have purchased an additional data pack on my plan (the $69 pack) and for some reason the only option listed under the ‘service plan’ heading in ‘usage summary’ is the monthly data pack (there is no mention of the my mobile plan, which is the $59 freedom connect plan)
Nice enough app, but since telstra had the telstra usage app shut down, how about giving us a widget to replace the one we used to have.
good idea brad, hope telstra listens
Have Telstra prepaid app which works well,how come despite best efforts Telstra 24/7 will not work and show me usage of my post paid plan
Hi Graham – how frustrating. If you jump on our live chat service, we can run through some troubleshooting steps to determine what might be going wrong here: http://tinyurl.com/24×7-service
How about WP7 Monty? Who can call me for an interview on WPDownUnder about an update on when Telstra will begin to support WP7 platform?
- 24×7 App?
- Streaming video content (AFL etc)?
- etc etc
Sheeds.
Telstra LOVE Android,
Users want iPhones (as thats what all their sheeple have).
That leaves Windows Phone in limbo, even through it is the nicest and most underrated mobile OS and will only get hugely better with WP8 at the end of the year… IF Telstra etc. deem to offer it to us.
I agree, when are you going to support WP7?
Hi Richard and Sheeds,
We are in the process of investigating our options for rolling the Telstra 24×7 experience out to other channels of which Windows Phone is one of them.
Keep an eye on Crowdsupport (http://crowdsupport.telstra.com) for announcements.
Cheers
Duncan C (Telstra Employee)
About time this app was launched!! Really useful for many simple reasons of just keeping track of bills, usage, and all my Telstra accounts.
To be honest, I think this is a brilliant idea, only 4 years late (since the introduction of the App store).
Looking forward to seeing it update and evolve around changing customer needs.
Awesome work guys!
It only shows my data usage not how much of my current month cap (call/SMS) allowance.
This seems to be the most common complaint about the app not clearly displaying call usage (as opposed to just data and total charges).
Agreed – valid complaint. However, it’s not a problem for me, as ironically enough, I don’t use my smart phone for making calls all that much.
Back to the discussion of when will data overtake everything and ‘old school’ copper wire connected phone calls phase out?
Useless aPP if you are a business customer. Apparently telstra wasn’t us to be able to track our call usage. I guess that way we have more chance of going over our caps so we have to post them more. Usual dismal trlstra service. Thanks for nothing!
Windows phone app would be nice
although Telstra One app got minor update today.
I would like to see the date of start of contract, with a countdown to end of contract and some suggested contact information that I could consider and buy once my contract ends.
I have 3 other numbers on the account. I can see Recent Activity ($) for the other devices on the account but not this device. Can you help
Thanks everyone for some great comments and future feature requests.
For support and discussion around the apps please duck on over to Crowdsupport Forum (http://crowdsupport.telstra.com) and join the conversation.
Cheers
Duncan C (Telstra Employee)
I just queried a $450 (business plan) bill that should have been $98, the amount due was lowered due to an admission of something being ‘bad’ on the bill. This makes me very suspicious of a couple of previous bills which have exceeded the plan, but for which I reluctantly paid.
I was also advised that I could download 24×7 from the Appl App store, but this information is incorrect.
I’ve also tried logging into my account but this is not working either despite numerous attempts to recall logins and passwords!
Telstra really doesn’t seem interested in helping small business. How difficult is it to produce a simple free app readily downloadable for monitoring real time download use against the cap, to help their loyal business customers?
I’m actually *very* disappointed, and would appreciate a personal response (my email address has been provided).
Hi Marc. Thanks for the feedback and I’m sorry to hear you are disappointed with our services. I’ll need to get your account and contact details to have someone call you to discuss. Please use this email address exchange.telstra@team.telstra.com and I’ll get a local team member to call you. Brendan
Would like to know how my $69 plan has blown out to over $200???
Hi Gail. Thanks for contacting us via our blog. The best way to contact Telstra for a service/product query is to click onto the ‘Ask the Crowd’ or go to our 24/7 Facebook page on the top right hand side of our blog where you’ll be directly linked to one of our online customer support consultants. This is the most efficient way to get someone to look into your account and why you have a $200 bill.
When running Telstra 24×7 iphone app I keep getting the following message:
Account Restriction: Your account does not have the appropriate security level to use this app. I know the login details are correct as I have tested it on my pc. Can you help?
Regards
Leonie
Hi Leonie,
I’m sorry to hear about this issue. Please note that if you are an asset user against the account then the application will not allow you to access the account level information. You can however access the app using your device authentication. To do this at the login screen tap on What is MyAccount then selected Skip Login. If you are the account owner or a full authority user then there could be an issue with your account.
Kind Regards
Duncan C (Telstra Employee)
I have the same issue as Leonie. Would like to get an answer on this please.
It is of little advantage as I can not see my phone call usage!
I’m having the same issue as many people where it is not letting me see my estimated call usage. It did one day and now the feature is gone. With the myaccount it is saying my password is incorrect and when I try and get a new one reset it is saying it does not recognise my email address. If I try to re-register, it says that I am already registered
Hi Danielle. For a Telstra for a service/product query is to click onto the ‘Ask the Crowd’ or go to our 24/7 Facebook page on the top right hand side of our blog where you’ll be directly linked to one of our online customer support consultants. You can also get support via Twitter @telstra. These are the most efficient ways to get someone to look into your account. Brendan
Why aren’t we able to view our estimated call usage anymore?
The app is a good start but I would have thought the monthly call balance would have been displayed. This is what’s missing. When will it be available?
Hi Kim. Please head over here for support on this app and other Telstra apps. Visit Crowdsupport Forum
It is ridiculous that the 24/7 app is supposed to help you track your account usage but gives you no information in regards to call/SMS usage only data! its only giving you half the data that’s required to accurately track your usage! Surely this can’t be correct and needs to be addressed by Telstra!
Hi Jess,
Thanks for your feedback. Recent charges for your Call/SMS are available within the applications now however for the device you are using we are limited to displaying this to you only when you are on Wifi.
We understand this is not ideal for our users so we have been working very hard to make this information available to you regardless of your connection type. This will e available for Android within the next week with iPhone following very soon after. Keep an eye out at http://crowdsupport.telstra.com.au/t5/Telstra-24×7-Apps/bd-p/Telstra_24x7_Apps for updates.
Kind Regards
Duncan (On behalf of the Telstra 24×7 Apps Team)
I am still very confused about the amount displayed as ‘recent activity’ on the 24×7 telstra app. It says that this is the amount you will be charged prior to plan allowances and discounts. Does that mean that if i am on a $50 cap that allows $600 calls that i will not pay more than $50 as long as my ‘recent activity’ stays under $600.
Perhaps a percentage cap usage would be a lot less confusing for customers to understand
Hi Georgia,
Sorry to hear you are having difficulty understanding the Recent Charges feature.
You are right in essence this shows you your total spend. So if you have $600 of allowance on your $50 and your recent charges are less than that then chances are you will pay only $50. The only caveat to this is if you have used charges outside of your plan allowance such as international calls.
If you tap on the recent charges box you can see further details about your recent charges which will give you more idea how you are tracking.
Your idea around displaying the cap usage is dually noted and something we want to do as soon as it is possible. Keep an eye out on http://crowdsupport.telstra.com for updates on this as well as other features on the Telstra 24×7 apps.
Regards
Duncan (on behalf of the Telstra 24×7 App Team)
How about warning users when any of their charges get to a pre-set limit IRRESPECTIVE OF DISCOUNTS!
I want to know when my total call charge hits a limit that I DECIDE is important to me.
Hi Richard,
This is a great idea and one we are continuing to work through the challenges on.
Keep an eye out at http://crowdsupport.telstra.com.au/t5/Telstra-24×7-Apps/bd-p/Telstra_24x7_Apps for updates and announcements on this as well as other features coming to the Telstra 24×7 Apps.
Your feedback on these apps is extremely valuable please keep it coming and we will look to address the big hotly requested items ASAP.
Regards
Duncan (on behalf of the Telstra 24×7 Apps Team)
When it says total estimated charges before discounts and plan allowance, is that how much you have to pay on top of the plan?
Hi Zac,
This may not mean the amount you pay. It is simply a sum of all your charges. If Recent charges shows $500 for example and you have $600 of allowance on a $50 plan chances are you will only pay $50.
The only exception to this is any charges not included in your plan allowance such as international calls. You can see this level of detail if you tap on the recent charges area where you will see a breakdown of usage by type.
I hope this helps.
Kind Regards
Duncan (on behalf of the Telstra 24×7 Apps Team)
Why is this not available for business customers? And WHEN will it be. I didn’t even want a business plan but the woman in one of your stores couldn’t register me for a normal acct so put me down as a business customer……
Could a Telstra representative for the 24×7 Software. Could you please give a time period for when all the Business Plans including BYOD plans will be able to fetch data about current call costs within your plan.
Hi Trent and Ashley,
Thanks for your feedback. Extending the 24×7 experience to Business Customers is something we are seeing alot of desire for from our customers. We have kicked off some work to look in to how we can work through the roadblocks in order to make this happen.
Unfortunately at this stage I cannot give you a defined timeline on when this will occur as we have not got to this level of detail as yet. I can say that this is a high priority for us as we know this is one of the hotly requested features from our customers.
Keep an eye out on at http://crowdsupport.telstra.com.au/t5/Telstra-24×7-Apps/bd-p/Telstra_24x7_Apps for announcements.
Sorry I can’t give you any clearer answer than this.
Kind Regards
Duncan C (On behalf of the Telstra 24×7 Apps Team)
So when will I be able to get this for my Lumia 920?
Hey Monty,
Can you get a business case together to have this app support small businesses. I have to use third party apps on all our business phones so staff can track their usage. Not good enough in 2012/13.
Hi Ash – that’s a good idea. I’ve passed on your feedback but you may also want to post it for discussion on our CrowdSupport forum: http://crowdsupport.telstra.com.au
The app is saying “account restriction” etc message? It was working fine earlier today?
Hi Karen – oh no! Our customer service live chat team can help determine what’s going wrong here.
the 24/7 app is very usefull….unfortunatley it seems to crash or be unavailable 9 times out of 10…sometimes it can take what seems 5 minutes or so, then I get a sad face cartoon. Is this telstra humour? Shouldn’t this app work just a little more reliablly?
Hi John,
Sorry to hear of the issues you are having with the 24×7 application. I would be happy to look in to your situation more thoroughly. If you could supply us with more details on the web form at:
http://www.telstra.com/24x7help
Please provide as much detail as possible about your issue such as what actions are you performing when the issue occurs as well as the times as accurate as possible in which the issue occurs. If you can also supply your MyAccount username this will assist us in checking our system logs for your sessions.
Please also mention my Name under “Did one of our team ask you to contact us here?” so the details can come through to me ASAP.
Kind Regards
Duncan C (Telstra 24×7 App team)
Hi, the lovely man in the Telstra shop put the app 24/7 on my phone and was having trouble activating the account but did something so I could just check usage. Telstra just reset everything on my phone and now it won’t work at all. I tried to redo account section and it saying that my username is incorrect which it is not.
Please help I have an IPhone 3GS
Melissa
Hi there Melissa,
Thanks for the comment. Not quite sure what our store staff member has done here. I recommend you chat to our 24×7 Customer Service team online via Live Chat here: http://tinyurl.com/24×7-service
Or, if you’d rather a face-to-face approach, our Telstra stores have a tech bar where you can go in and they will help you out with setting up and fixing your phone.
Hi,
Just wondering why we are unable to use the app when having a business account?
I have 5 iphones with telstra, 4 business broadbands and no use of this app???
Having access to an app like this would really be helpful…
The 24/7 App won’t display “Recent Activity”? Keeps telling me to “Please try again in a few minutes” and like have tried several times the last few hours.
May this have something to do with the fact we have just managed to finally set it up on our new iPhone5?