At Telstra we’re committed to making sure our network and devices contain the most up to date security enhancements to protect our customers and enable them to browse the internet securely and safely, and we are constantly working to develop new solutions to do this.

This week we launched one of these solutions – an initiative that will overcome duplicate internet sessions, something that has resulted in a frustrating experience for a small number of BigPond customers.

Duplicate internet sessions occur when two different users connect to the internet using the same username and password. This only affects customers accessing the internet via ADSL or FTTP (Fibre to the premises). Usually this occurs as a result of a customer giving away or selling their modem without realising their credentials are stored in the modem. Duplicate sessions can also occur if a customer’s credentials are obtained fraudulently, however this is highly unlikely.

Should both customers then connect to the internet at the same time, the result is a duplicate session using the same credentials.

Currently the network detects duplicate sessions and terminates the longest running session, which is extremely frustrating for customers.

We’re now able to resolve this situation with an online tool we launched this week. When a duplicate session occurs, both customers will be presented with a webpage and guided through a process to confirm their username and password, and then create a new password. This process will assign the correct username and password to the correct customer and the modem they are using.

We’re committed to providing the latest security solutions to protect our customers and the other benefit of this process is that it will also lock out someone who may be fraudulently or dishonestly using another customer’s internet access.

There are also a number of steps customers can take to protect their BigPond credentials:

  • Before disposing of an ADSL or FFTP modem, call BigPond on 133 933 and we’ll remove your details from the device
  • Never share or disclose your BigPond username or details with anyone
  • Change your BigPond password every few months, and
  • Protect your PC and personal information with up to date antivirus software.