With increased COVID-19 restrictions around the Melbourne metropolitan area and the Mitchell Shire, we want to help our affected customers stay connected – that’s why we’re offering our eligible consumer and small business customers in those areas additional mobile data, as well as offering unlimited home phone calls to pensioners. The offers will be available from Tuesday 14 July.
To help, we’re providing our consumer and small business home broadband customers (ADSL, NBN and Cable) in impacted areas with their postcodes under Stage 3 Stay at Home restrictions with unlimited data at no additional charge on their plan until 31 August 2020. The data, which will be provided automatically, will help those working and studying from home or self-isolating to access videoconferencing, voice over Wi-Fi, cloud connectivity, and more.
Eligible pensioners in these same impacted areas with a Telstra home phone plan will also be able to make unlimited local, national and 13/1300 calls and calls to Australian mobiles from their home phone in Australia, to make staying in touch with friends and family simpler. This will be applied to eligible accounts automatically and will be available until 31 August 2020.
We’re also offering our eligible consumer and small business mobile customers in affected areas of Metropolitan Melbourne and the Mitchell Shire lockdown postcodes more mobile data. Post-paid customers on both mobile phone and mobile broadband plans can receive an extra 25GB of data on their plan to use in Australia within 30 days, and Telstra pre-paid customers who recharge with $40 or more can access an additional 10GB of data for use in Australia within 28-30 days (depending on their plan).
Eligible customers can apply for the extra data via our My Telstra app from Tuesday until 31 August 2020 and the data will be available within 24-48 hours. Data does not roll over. Offer not available on Day2Day plans. Please contact us via the My Telstra app if you’re a Telstra mobile customer living within the Metropolitan Melbourne and the Mitchell Shire lockdown postcodes, and can’t see this offer in your My Telstra app during the offer period.
We also have offers available to small business customers, including the ability for eligible customers to hibernate their fixed business services.
With data traffic increasing, we are encouraging customers to make use of the self-service tools available on the latest My Telstra apps for iOS and Android – this allow customers to check account information and pay bills while easing the burden on our call centres. The My Telstra app also includes in-app messaging, which is a convenient way to get help with your Telstra account services at a time that suits you.
We are also making it easy for our customers to access more self-serve billing options through our new online hub, including help with:
- Entering into a payment plan with Telstra.
- Entering into an agreement to pay at a later agreed date.
- Suspending services for up to 90 days, and reconnecting free of charge at the end of that period or beforehand if they are ready to do so.
- Downsizing their plan if they can no longer afford the plan they are on.
We know that this round of increased restrictions may be stressful and unexpected to some, and we want to help during these difficult times. We have a range of support measures in place and available to customers, and we want to ensure everyone has the tools they need for help to stay connected and keep business flowing wherever possible.
Things you need to know
Telstra’s FairPlay Policy applies to our unlimited broadband offer.
Post-Paid Mobile/Mobile broadband offer: Data applied within 48 hours of request and expires 30 days after bestowal. Data does not rollover.
Pre-Paid Max/Extra/Plus/Freedom Anytime/Freedom Unlimited customers: Unused bonus data expires 28 days after bestowal and will not rollover. Offer not available on Day2Day plans. For all other Telstra Pre-Paid and Telstra Pre-Paid Mobile Broadband plans unused bonus data expires 30 days after bestowal and will not rollover.
Additional mobile data will only be available to eligible customers who have connected their mobile service within Metropolitan Melbourne and the Mitchell Shire lock down post-codes during the lockdown period announced by the Victorian State Government on 7 July 2020.