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Tag: customers

Keeping Telstra customers better informed about network outages


Posted on October 10, 2017

3 min read

We have made a number of improvements to our Service Status Page to help our customers when you’re searching online for information about network outages.

When you operate large and complex networks like ours, from time to time there will be service interruptions or outages as they’re sometimes known. These network outages are generally caused by a loss of power in parts of our network, builders or construction companies cutting one of our cables, equipment failure and extreme weather such as storms, cyclones and floods.

When something does go wrong, our teams do everything they can to restore our customers’ services as quickly as possible. Indeed, the majority of network issues are fixed in under four hours and many much quicker than this.

That said, we know that if your service is impacted even briefly, you want to know what is happening and when you’ll be reconnected.

Until recently, you have been able to search online for outages on Telstra’s Service Status Page and receive general information by postcode. Our customers told us that this information was sometimes confusing - they wanted more specific information relevant to their service and clearer guidance on what to do next.

One of the biggest improvements we have made is the way our customers can search. Instead querying using a postcode, you can perform a personalised search using your home address to check for outages affecting your home telephone and internet services. This delivers results tailored to your service address. You can know with certainty if there is an outage affecting your address and if so, the cause of the outage and when you’ll be reconnected.

If your service is not impacted by an outage in the area, we guide you through smart troubleshooting steps at which test, diagnose and resolve common issues.

For customers searching for information about mobile and network outages, we have added maps that show specific geographical areas that may be impacting a customer’s mobile service. This is far more accurate and helpful for customers, especially if a mobile outage is confined to a few streets and not an entire suburb.

All of these new features and improvements were based on feedback from our customers, who want effortless digital experiences, transparent information and fast resolution. Keep an eye out too for new features we will be adding in the coming months.

The Service Status page can be accessed by visiting

Introducing the next generation of pre-paid


Posted on September 5, 2017

2 min read

I stream, you stream, we all stream (for more data, it seems).

In response to the nation’s streaming love affair and call for more data, we’ve launched our new Pre-Paid Extra offer.

Designed to make unused data a thing of the past, the plan comes complete with an in-built ‘Data Bank’ feature. This gives customers the opportunity to save unused data for later giving you even more opportunity to stream your favourite music, movies and TV shows.

Here are some of the offer’s biggest benefits:

Greater data saving

This is the deal: unlike the traditional data ‘rollover model, customers on the new Pre-Paid Extra plan recharging $30 or more before expiry will have the ability to bank up to 50GB of unused data letting you save data over a number of recharges.

No expiry data

What’s more, you won’t lose any previously saved data – even if you miss a recharge period. The Data Bank will only expire if you change to another pre-paid offer.

Data-free streaming

And don’t forget, $30 and higher recharges include data-free streaming across Apple Music and live sport, including AFL, NRL and Netball, meaning you can listen to tunes and tune in to the latest match.

Bonus data in the bank

As an added bonus, we’ll be giving new customers an extra 5GB of bonus data to jump start their Data Bank when they activate on this offer using with a $10 or $30 SIM Starter Kit by 29 January 2018.

Unlimited free Wi-Fi

All Telstra Pre-Paid offers include unlimited free Wi-Fi data with each recharge, at over one million Telstra Air hotspots around Australia and 20 million Fon hotspots overseas as standard, so you can stream on without tapping into your mobile data allowance.

International dialling

In addition to their numerous data benefits, our Pre-Paid Extra offer also gives customers who recharge $40 or more access to unlimited standard international calls to China, Hong Kong, Malaysia, Singapore, Canada, India, New Zealand, South Korea, the UK and the USA. Plus, for $40+ recharges until 26 February, 2018, you’ll be able to make unlimited calls to standard numbers in Bangladesh, Pakistan, and Vietnam.

Tags: customers, mobile,

Stream on, with Telstra’s new data-driven mobile plans


Posted on September 5, 2017

3 min read

Ahead of the year’s most hotly anticipated smartphone launches, we’ve introduced our new Go Mobile Plus plans. These are post-paid services that shine a spotlight on data and, thanks to our partnership with Foxtel, put the world’s best binge-worthy entertainment in the palms of our customers’ hands.

Streaming has become a way of life for us Aussies. Data usage for video has grown approximately 40 per cent on our mobile network in the past 12 months and video now content now accounts for 38 per cent of all mobile network usage.

In the same way the latest smart devices, with their bezel-less screens, superfast processors and high-def screens, are designed to deliver an enhanced on-the-go streaming experience, so are our Go Mobile Plus plans.

Here’s how:

12 months Foxtel Now subscription

Customers who take up a new $99 and above Go Mobile Plus plan will receive 12 months subscription for one Foxtel Now starter pack . You can build a customised entertainment experience by choosing from five starter packs – Pop, Drama, Docos, Kids and Lifestyle – all of which play host to hours of entertainment. From HBO smashes, like Big Little Lies and the latest season of Game of Thrones, you’ll have peace of mind that you’ll be able to keep pace with every plot twist. Data charges apply.

Here are our picks of the best binge-worthy shows to stream on your smartphone. 

Generous data allowances

It’s no secret that regular streaming can chew through monthly data allowances. That’s why our new Go Mobile Plus plans include our most generous data allowances yet, meaning entertainment fans can get their fix whenever they choose. Bonus data is also available on the $99 and $129 plans for those who just can’t get enough.

Data-free streaming

To help make your data go further, all Go Mobile Plus plans include data-free streaming of Apple Music. And, you can stream every AFL, NRL, and netball game live, fast, and Data Free, not only for the 2017 finals action but also for the 2018 season.

Simple switching

If you love getting your hands on the latest smartphone as soon as it lands, the $99 Go Mobile Swap plan takes the FOMO out of 24-month plans. Allowing you to upgrade your device after just 12 months (when you return your device in working order and sign up to a new eligible 24 month phone and service plan), it comes complete with 12 months subscription for one Foxtel Now starter pack and 20GB of data (12GB + 8GB bonus data). Min cost $2376 for 24mths.

Plans also include all the extras exclusively available to Telstra mobile customers, including unlimited Wi-Fi at over one million Telstra Air hotspots around Australia and 20 million Fon hotspots worldwide, along with 200GB of OneDrive cloud storage.

Tags: customers, mobile,

The best binge-worthy shows to stream on your smartphone (that aren’t GOT)


Posted on September 5, 2017

6 min read

Watch your favourite series on the go, with up to 3 Foxtel Now starter packs included for 12 months on selected Telstra mobile plans.

Game of Thrones has been one of the most hotly anticipated entertainment arrivals of the year. But with series seven having come to a close, you’ll surely be looking for your next boxset binge to fill the void left by Westeros, the White Walkers and constantly wondering whether various members of the Stark family are/aren’t dead.

Thankfully, Foxtel Now is home to rafts of binge alternatives that you can stream on your smartphone. Whether on your morning commute, on your lunch break or at the social event that’s to blame for you missing the episode in the first place. Because, really, what is life without spending roughly 75 per cent of your time emotionally investing in fictional characters?

Telstra Customers who take up $99 and above Go Mobile Plus plans before 25 December, 2017 will receive a 12 month subscription for up to three Foxtel Now Starter Packs including Pop, Drama, Docos, Kids, and Lifestyle options – for a truly customised entertainment experience.

Here are some of our top picks available to stream now:

Big Little Lies (Foxtel Now Pop and Drama packages)

If you’re a fan of Desperate Housewives and laughing at things you almost definitely shouldn’t, then Big Little Lies will probably be right up your twisted, suburban street.

Based on the novel of the same name by Liane Moriarty, the TV miniseries enlists the talents of Reese Witherspoon, Nicole Kidman and Shailene Woodley, who play the parental perfectionists embroiled in a suspicious homicide at their kids’ school fundraiser. And the best part? The murder isn’t even the town’s top schoolyard scandal of the year.

  • No. of seasons: 1
  • Average no. of episodes per season: 7
  • Average episode length: 1 hour

Outlander (Pop and Drama packages)

We’ve all been there. You’re loved up with your husband, enjoying your second honeymoon, when, all of a sudden, you step through an ancient standing stone circle and find yourself in the midst of the 1743 Jacobite uprisings. Classic.

Outlander follows the time-travelling trials and tribulations of army nurse Claire Randall, as she battles to protect her husband’s lineage and confront her feelings for two men from different centuries.

But be prepared, this is far from a tale of predictable lovelorn woe. The plot is seriously gritty and there are some beyond uncomfortable scenes, largely down to the show’s resident sadist, Captain ‘Black Jack’ Randall.

  • of seasons: 3
  • Average no. of episodes per season: 13
  • Average episode length: 1 hour
  • Best for: historical drama fans who want to perfect their look of despair

Taboo (Drama package)

You’d think most people would be pretty pleased to see Tom Hardy. After all, THAT FACE.

But when he rocks up to his old man’s funeral in 1814, after 12 years presumed dead in the African wilderness, he doesn’t get quite the reception you’d be hoping for. Unless, of course, a merciless lynch mob is exactly your kind of welcome party.

It could be something to do with the fact that Tom (a.k.a James Delaney) brought 14 blood diamonds with him as hand luggage – along with a whole heap of extra emotional baggage relating to how he got his hands on them.

From the creator of Peaky Blinders, Taboo has a wonderfully nostalgic feel of GOT – brutal murders, traitorous families and conspiracies so outrageous you can’t help but be both impressed and horrified by the screenwriter’s depravity.

  • of seasons: 1
  • Average no. of episodes per season: 8
  • Average episode length: 56 minutes
  • Best for: changing your opinion about period dramas

Ballers (Pop and Drama packages)

The Rock, or Dwayne Johnson if we’re using his non-90s name, has had a pretty sweet streak of screen ventures of late. And Ballers is up there with the best of them.

A comedic look at the high-stakes world of football in Miami, Florida, Ballers follows Spencer Strasmore (Dwayne Johnson), a retired football star, as he enters into the corporate world of sports management. Cue plenty of wheeling, dealing and quarterbacks playing the field.

  • of seasons: 3
  • Average no. of episodes per season: 10
  • Average episode length: 30 minutes
  • Best for: if AFL season alone isn’t satisfying your sports cravings

The Walking Dead (Drama package)

Look, they might not be the white walkers we’ve all grown to HATE, but The Walking Dead’s zombified walkers (no common colour specified) are equally as skillful when it comes to terrorising people. Not least deputy sheriff, Rick Grimes, played by Andrew Lincoln (of ‘to me you are perfect/pizza’ fame).

After waking up from a coma, Grimes spends half of what probably should be a leisurely recovery process battling said walkers. The other half he spends roaring ‘FOR THE LOVE OF ACTUAL GOD GIVE ME A BREAK’ at the post-apocalyptic survivors who have decided a pretty serious coma situation and brood of the undead isn’t enough for him to contend with – they want to try and kill him too!

Basically, it’s eight seasons worth of watching characters caught in the balance between dead, undead and probably-wishing-they-were-dead.

  • of seasons: 8
  • Average no. of episodes per season: 16
  • Average episode length: 45 minutes (1 hour for season finales)
  • Best for: giving yourself nightmares. Probably until an actual zombie apocalypse takes place…

PAW Patrol (Kids package)

Emergency situations in the fictional seaside resort of Adventure Bay often don’t amount to much more than an accidental overcharge on a fish ‘n’ chip special. Which is exactly why a pack of animated rescue dogs and a small boy are in charge of the town’s crime prevention operations.

Whenever he hears a ‘yelp for help’, 10-year-old Ryder hits up the pups, not, as you might expect on the old dog and bone (missed opportunity much?), but via their electronic pet tags. And – hey presto – the pack’s in action, saving the day and living to tell the tail (pun 100% intended).

  • of seasons: 4 (plus about 600 specials)
  • Average no. of episodes per season: 26
  • Average episode length: 20 minutes (it feels longer)
  • Best for: keeping the kids occupied while you watch something else that, for once, doesn’t come with a ‘G’ classification

Things you need to know: Redeem before 28 February, 2018. Premium Packs not included. Roll onto a paid subscription after 12 months unless you cancel. Compatible device required. For use in Australia. Data charges apply.

Tags: customers, mobile,

Digital inclusion: Understanding Australia’s digital divide


Posted on August 1, 2017

5 min read

The internet generates extraordinary social, cultural and economic benefits for Australians, but we know that these benefits are not equally shared. Almost three million Australians are not online, and many more are not able to take full advantage of online services. For those who are not connected, the consequences of exclusion are increasing as our essential educational, health, and social services move online.

The Australian Digital Inclusion Index provides our most complete picture yet of Australia’s digital divide. As a source of evidence and a guide for action, the Index shows us where digital inclusion is improving and where more needs to be done. The Index breaks digital inclusion down into three critical dimensions: access to data and internet services; affordability; and digital ability — the skills and capacities of users.

The latest 2017 data from the Index shows that across all these dimensions, digital inclusion is increasing in Australia. That is good news. But the Index results also show how the level of digital inclusion among Australians varies greatly. Across regions, and across our social and economic geography, there are groups of Australians who are substantially less connected than others. And in many cases, digital exclusion is linked closely to social exclusion and disadvantage. For some Australians — those who are older, and those on lower incomes — the gaps between them and others are increasing.

In our 2017 report on the Index we take a closer look at some groups of Australians who are less connected than others. This includes Indigenous Australians, for whom the gap has narrowed over the last three years, and Australians with a disability, who still have relatively low digital inclusion. We also looked more closely at  mobile only internet users, who have no fixed internet access. Of course, smart phones offer great advantages for users, but there are limits to what people can do with mobiles. Despite all the benefits of mobile internet, levels of digital inclusion are much lower for mobile only users than for Australians overall, with mobile-only consumers linked closely to socio-economic factors such as lower levels of income and employment.


The Index shows how the digital inclusion challenge is evolving – affordability and digital ability are clearly as important as access. Our findings on affordability may surprise some readers. The Index shows that the value of internet services has improved across Australia, meaning that data-per-dollar has increased each year for consumers over the four years of the survey. It’s important to note that when we measure affordability we are not only looking at the cost of data, we are also interested in the proportion of household income dedicated to this service. So, although prices have declined, Australians are using more data, increasing their number of services, and therefore spending more on the internet.

The result reflects the degree to which the internet has become an integral part of everyday life - we are doing more online; we are doing an increasing range of things online; and, in many households, we are connecting with an increasing number of devices. For middle income and better-off Australians, this is unlikely to be a problem. But for lower income households, especially those on fixed incomes, affordability is an important issue, and one we should monitor carefully.

Digital ability is another key area for discussion with the release of the 2017 Index report. What is digital ability? It’s what people can actually do online, and therefore how they can benefit from being connected. When we look at digital ability, we are considering people’s sense of control and security; their basic skills in accessing information and managing transactions; and their capacity in more complex tasks.

Our report shows that digital ability varies considerably across the population, but is generally improving from a low base. However, it is improving slowly, reflecting the challenges for many Australians in keeping up with technology. We believe that digital ability is a critical area for support and attention because we know that, with assistance, this is a domain where strong improvements are possible. Valuable programs are already making a difference — Telstra’s Tech Savvy Seniors is an example.

The value of the Index lies in the assistance it can provide in targeting and shaping future work. It can help guide future policy and action by improving the evidence base and sharpening our focus. As technology drives further transformations in life and work, digital inclusion will become an increasingly important issue for all of us.


Digital inclusion and Telstra

We believe that everyone – regardless of age, income, ability or location – should enjoy the benefits of being connected to modern communications technology. Telstra has long been focused on addressing digital inclusion and our Everyone Connected programs aim to empower all Australians to enjoy the benefits that new communication technologies bring.

In FY17 we reached more than 63,000 people through our digital literacy programs, including Tech Savvy Seniors training sessions for older Australians and InDigiMob, which is establishing a network of Indigenous digital mentors in remote Northern Territory communities. Through our Access for Everyone program Telstra helps people on a low income or facing financial hardship to stay connected, last financial year, the benefit provided by our programs for vulnerable customers was $87.7 million. Out Telstra Kids Digital Futures has been rolling-out more than 40 digital projects for young people in regional areas right across Australia, to build the skills they need in the future.

Find out more how we’re working to address the digital divide and Telstra’s Everyone Connected programs at


Download the Australia Digital Inclusion Index Report at