Man working with laptop on mobile phone at home
How To | Tech and Innovation |

Home and business tips to prepare for planned network maintenance

By Harry Tucker September 14, 2021

Having Australia’s best network doesn’t come by accident – we spend a lot of time investing, upgrading and maintaining our infrastructure to make sure that you have the best experience possible.

To do this, sometimes we need to turn parts of our equipment off, which means you might not be able to access our network during those times. We generally try to do most of these maintenance activities at times of the day that will impact you least, but you still might get caught up in the disruption.

We’ve pulled together a few handy tips to help you minimise the impacts of these planned outages if they happen to you.

How to prepare for a network outage at home

Working, watching TV and playing video games. You could almost guarantee that at any waking moment in the day, one of these activities is happening in your home and using the internet and could be disrupted with an outage. If you do a bit of preparation though, you can make sure you can still do most of these things:

Upgrade to a Telstra Smart Modem if you don’t already have one – our Smart Modems include a 4G SIM that automatically switches and keeps you online if your main broadband network is down. It won’t be as fast as your normal connection, but will be enough to keep you online to do some work or watch something on Netflix.

If your mobile is down, WiFi should still work – If it happens to be our mobile network that’s having an outage, your fixed line connection in most case should still be online, so connect your phone to the WiFi. You can also make calls like normal and send text messages over WiFi like you would over the mobile network, too.

Download your content beforehand – If you don’t have 4G backup on your modem and there’s a planned outage coming up, most streaming services these days allow you to download content direct to your devices. So you can prepare with a few playlists of music downloaded to listen to plus your favourite TV episodes and movies to keep yourself and the family entertained.

Preparation for small business

If you’re running a business, especially one that accepts payments in person, keeping online is even more critical. There are a few things you can do though with a relatively small amount of effort to minimise the impacts of a network outage:

Always have a backup connection – If your main internet source for your business is a fixed broadband connection and your modem doesn’t have 4G backup already, it’s worth your time to have a 4G or 5G hotspot device on hand that can be used if your main network goes down. Likewise, unless your business is completely on the road, it might not be the best idea to operate only off a mobile hotspot, which could leave you with no backup if that network is down.

Keep your important contacts offline – If you store your business contacts in the cloud you won’t be able to access them if something important comes up during an internet outage. If you keep copies of your important contact saved locally, either on your computer or on physical paper, you’ll always be able to get in touch with them.

Connect your EFTPOS terminal to WiFi – By default, a lot of payment terminals run on a mobile network, but they can also connect to WiFi. By connecting your terminal to WiFi, you have a backup for it if either the mobile or fixed internet service is out. Here are a few links on how to do this for popular EFTPOS terminals:

Planning ahead helps – outages are inevitable, both planned and unplanned, and preparing ensures your business keeps on running smoothly.

Telstra News |

Disaster relief and assistance for our Victorian customers

By Luke Hopewell June 10, 2021

As the cleanup continues from the ferocious storm in parts of Victoria, we’ve organised an assistance package for our residential and small business customers in affected areas.

A cold front brought with it wild weather and torrential rain, causing flooding in Traralgon while leaving a path of destruction through the Dandenong Ranges, Latrobe Valley and parts of the Central Highlands. The effects of this disaster are still being felt across a number of regions as residents count the cost. We’ve got an assistance package ready for those who have lost services due to the impact of the flooding, strong weather and subsequent clean-up in their regions.

While you’re doing it tough, it’s more important than ever to reach out to family and friends. We’ve activated an assistance package that gives our customers both short- and long-term measures to help out – that assistance can range from extra data on your mobile and free call diversions to a one-off credit to help cover the cost of getting a fixed phone service back up and running.

Our assistance package gives Telstra customers access to free and interim services during short-term impacts from this damaging weather, with long-term measures also available for customers who have suffered severe damage or loss of their homes and businesses.

Customers impacted by the recent strong weather conditions include those in the postcodes below:

  • 3766, Kalorama
  • 3767, Mount Dandenong
  • 3788, Olinda
  • 3877, Sassafras
  • 3793, Monbulk
  • 3844, Traralgon and surrounding areas
  • 3869, Yinnar South
  • 3870, Budgeree
  • 3458, Trentham and Little Hampton

If you’re a Telstra customer living in one of the areas we’ve listed, we’ll send you an SMS with a link to request a disaster assistance package. You can also find out more about our disaster assistance packages here.

If you need a temporary diversion for a landline phone to an alternate number, or for other long-term assistance, please contact us. If you’re in a disaster-impacted area, give us a call on 1800 888 888 to speak with our disaster assistance team.

Our assistance packages for affected customers can include the following:

Short term measures (for Telstra customers who have suffered a short-term impact, evacuation or fault):

● Free use of Telstra public payphones in the affected areas

● Free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer’s choice, regardless of the carrier

● 25GB data pack for post-paid mobile customers (30 day expiry, not transferable to another service)

● 25GB data and free calls for pre-paid mobile customers (30 day expiry, not transferable to another service)

Long-term measures (for Telstra customers who have suffered severe damage to or loss of their premises):

● Free call diversion from the customer’s Telstra fixed phone service to another Australian fixed or mobile service of their choice, regardless of the carrier. This offer is applicable for a maximum period of 6 months from the date of the incident.

● In addition, Telstra will apply a one-off credit up to the value of $500 inc. GST to the customer’s Telstra fixed phone account to help cover the costs of the following, if required:

○ Connection of a Telstra fixed phone service at one temporary residence

○ Re-connection of a Telstra fixed phone service at the customer’s original permanent premises

Telstra News |

Disaster relief and assistance for our WA customers during Cyclone Seroja

By Campbell Simpson April 12, 2021

With Cyclone Seroja making landfall and causing significant damage along parts of the Western Australia coast, we’ve organised an assistance package for our residential and small business customers in affected areas.

Cyclone Seroja has caused damage along a stretch of the Western Australian coastline including at Kalbarri and Geraldton and throughout the northern Wheatbelt region. We’ve got an assistance package ready for customers who have been evacuated or who have lost services due to the impact of the cyclone and strong weather in their regions.

We know that when you’re doing it tough, it’s more important than ever to reach out to family and friends. We’ve activated an assistance package that gives our customers both short- and long-term measures to help out – that assistance can range from extra data on your mobile and free call diversions to a one-off credit to help cover the cost of getting a fixed phone service back up and running.

Our assistance package gives Telstra customers access to free and interim services during short-term impacts from this damaging weather, with long-term measures also available for customers who have suffered severe damage or loss of their homes and businesses.

Customers impacted by the recent strong weather conditions include those in the postcodes below:

Western Australia, Mid-West and Wheatbelt regions

6409 – Tammin
6415 – Merredin
6421 – Buracoppin
6424 – Bodallin
6425 – Moornine Rock
6426 – Southern Cross
6427 – Koolyanobbing
6445 – Salmon Gums
6446 – Grass Patch
6447 – Mount Ney
6448 – Gibson
6450 – Esperance
6466 – Cadoux
6467 – Burakin
6468 – Kalannie
6472 – Beacon
6473 – North Wiaki
6475 – Koorda
6476 – Gabbin
6477 – Bencubbin
6479 – Mukinbudin
6487 – Yelbini
6488 – Trayning
6489 – Kununoppin
6514 – Lynton
6532 – Yuna
6532 – Naraling
6532 – Nabawa
6535 – Northampton
6535 – Yallabathara
6620 – Perenjori
6623 – Morowa
6515 – Coorow
6516 – Jurien Bay
6517 – Carnamah
6518 – Eneabba
6519 – Three Springs
6521 – Badgingarra
6522 – Mingenew
6525 – Dongara
6528 – Walkaway
6530 – Geraldton
6532 – Eradu
6535 – Ogilvie
6536 – Kalbarri
6605 – Kondut
6606 – Ballidu
6609 – Dalwallinu
6612 – Wubin
6613 – Buntine
6614 – Maya
6616 – Latham
6623 – Gutha West
6625 – Merkanooka
6630 – Yallalong
6630 – Mullewa
6632 – Tenindewa
6701 – Yaringa

If you’re a Telstra customer living in one of the areas we’ve listed, we’ll send you an SMS with a link to request a disaster assistance package. You can also find out more about our disaster assistance packages here.

If you need a temporary diversion for a landline phone to an alternate number, or for other long-term assistance, please contact us. If you’re in a disaster-impacted area, give us a call on 1800 888 888 to speak with our disaster assistance team.

Our assistance packages for affected customers can include the following:

Short term measures (for Telstra customers who have suffered a short-term impact, evacuation or fault):

● Free use of Telstra public payphones in the affected areas

● Free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer’s choice, regardless of the carrier

● 25GB data pack for post-paid mobile customers (30 day expiry, not transferable to another service)

● 25GB data and free calls for pre-paid mobile customers (30 day expiry, not transferable to another service)

Long-term measures (for Telstra customers who have suffered severe damage to or loss of their premises):

● Free call diversion from the customer’s Telstra fixed phone service to another Australian fixed or mobile service of their choice, regardless of the carrier. This offer is applicable for a maximum period of 6 months from the date of the incident.

● In addition, Telstra will apply a one-off credit up to the value of $500 inc. GST to the customer’s Telstra fixed phone account to help cover the costs of the following, if required:

○ Connection of a Telstra fixed phone service at one temporary residence

○ Re-connection of a Telstra fixed phone service at the customer’s original permanent premises

Telstra News |

Disaster relief and assistance for our New South Wales customers

By Campbell Simpson March 21, 2021

As wild weather lashes the NSW mid-north coast and surrounding areas, we’ve organised an assistance package for our residential and small business customers in affected areas who have been evacuated or who have lost services due to the impact of this strong weather.

Heavy rain and storms have caused flooding and extensive damage across the mid-north coast of New South Wales. The strong weather is expected to continue to affect a large part of the state in coming days, and we’ve already seen evacuation orders in some areas reported due to rising floodwaters.

We know that when you’re doing it tough, it’s more important than ever to reach out to family and friends. We’ve activated an assistance package that gives our customers both short- and long-term measures to help out; that assistance can range from extra data on your mobile and free call diversions to a one-off credit to help cover the cost of getting a fixed phone service back up and running.

Our assistance package gives Telstra customers access to free and interim services during short-term impacts from this damaging weather, with long-term measures also available for customers who have suffered severe damage or loss of their homes and businesses.

Customers impacted by the recent strong weather conditions include those in the following postcodes and suburbs:

NSW North Coast and Mid North Coast

2250 – Central Coast & surrounds
2251 – Central Coast & surrounds
2256 – Central Coast & surrounds
2257 – Central Coast & surrounds
2261 – Central Coast & surrounds
2287 – Newcastle & Lake Macquarie
2289 – Newcastle & Lake Macquarie
2292 – Newcastle & Lake Macquarie
2303 – Newcastle & Lake Macquarie
2305 – Newcastle & Lake Macquarie
2311 – Dungog & surrounds
2315 – Port Stephens & surrounds
2316 – Port Stephens & surrounds
2320 – Maitland & surrounds
2321 – Cessnock & surrounds
2321 – Dungog & surrounds
2321 – Maitland & surrounds
2321 – Mid Coast & surrounds
2324 – Newcastle & Lake Macquarie
2324 – Port Stephens & surrounds
2325 – Cessnock & surrounds
2334 – Cessnock & surrounds
2335 – Cessnock & surrounds
2350 – Armidale
2372 – Mid Coast & surrounds
2372 – Tenterfield
2420 – Dungog & surrounds
2422 – Mid Coast & surrounds
2425 – Mid Coast & surrounds
2426 – Mid Coast & surrounds
2428 – Mid Coast & surrounds
2429 – Mid Coast & surrounds
2429 – Port Macquarie Hastings & surrounds
2430 – Mid Coast & surrounds
2431 – Kempsey & surrounds
2439 – Port Macquarie Hastings & surrounds
2440 – Kempsey & surrounds
2441 – Kempsey & surrounds
2441 – Nambucca Valley & surrounds
2441 – Port Macquarie Hastings & surrounds
2443 – Port Macquarie Hastings & surrounds
2444 – Port Macquarie Hastings & surrounds
2445 – Port Macquarie Hastings & surrounds
2446 – Port Macquarie Hastings & surrounds
2447 – Nambucca Valley & surrounds
2448 – Nambucca Valley & surrounds
2449 – Nambucca Valley & surrounds
2450 – Coffs Harbour & surrounds
2452 – Coffs Harbour & surrounds
2453 – Bellingen & surrounds
2454 – Bellingen & surrounds
2456 – Coffs Harbour & surrounds

Sydney Metro & Greater Sydney Area

2040 – Inner West & surrounding suburbs
2041 – Inner West & surrounding suburbs
2049 – Inner West & surrounding suburbs
2069 – Ku-ring-gai & surrounding suburbs
2070 – Ku-ring-gai & surrounding suburbs
2071 – Ku-ring-gai & surrounding suburbs
2072 – Ku-ring-gai & surrounding suburbs
2073 – Ku-ring-gai & surrounding suburbs
2074 – Ku-ring-gai & surrounding suburbs
2075 – Ku-ring-gai & surrounding suburbs
2076 – Ku-ring-gai & surrounding suburbs
2077 – Hornsby & surrounding suburbs
2083 – Hornsby & surrounding suburbs
2084 – Northern Beaches & surrounding suburbs
2101 – Northern Beaches & surrounding suburbs
2102 – Northern Beaches & surrounding suburbs
2103 – Northern Beaches & surrounding suburbs
2104 – Northern Beaches & surrounding suburbs
2105 – Northern Beaches & surrounding suburbs
2106 – Northern Beaches & surrounding suburbs
2107 – Northern Beaches & surrounding suburbs
2108 – Northern Beaches & surrounding suburbs
2118 – The Hills & surrounding suburbs
2120 – Hornsby & surrounding suburbs
2121 – Hornsby & surrounding suburbs
2125 – The Hills & surrounding suburbs
2131 – Inner West & surrounding suburbs
2143 – Canterbury Bankstown & surrounding suburbs
2144 – Cumberland & surrounding suburbs
2145 – Cumberland & surrounding suburbs
2146 – Blacktown & surrounding suburbs
2148 – Blacktown & surrounding suburbs
2150 – Parramatta & surrounding suburbs
2151 – Parramatta & surrounding suburbs
2151 – The Hills & surrounding suburbs
2153 – Parramatta & surrounding suburbs
2153 – The Hills & surrounding suburbs
2154 – The Hills & surrounding suburbs
2155 – Blacktown & surrounding suburbs
2155 – The Hills & surrounding suburbs
2156 – Hornsby & surrounding suburbs
2156 – The Hills & surrounding suburbs
2157 – Hornsby & surrounding suburbs
2157 – The Hills & surrounding suburbs
2158 – Hornsby & surrounding suburbs
2158 – The Hills & surrounding suburbs
2159 – Hornsby & surrounding suburbs
2160 – Cumberland & surrounding suburbs
2161 – Cumberland & surrounding suburbs
2161 – Fairfield & surrounding suburbs
2162 – Canterbury Bankstown & surrounding suburbs
2163 – Canterbury Bankstown & surrounding suburbs
2163 – Fairfield & surrounding suburbs
2166 – Fairfield & surrounding suburbs
2170 – Liverpool
2171 – Camden & surrounding suburbs
2176 – Fairfield & surrounding suburbs
2177 – Fairfield & surrounding suburbs
2190 – Canterbury Bankstown & surrounding suburbs
2196 – Canterbury Bankstown & surrounding suburbs
2197 – Canterbury Bankstown & surrounding suburbs
2199 – Canterbury Bankstown & surrounding suburbs
2200 – Canterbury Bankstown & surrounding suburbs
2203 – Inner West & surrounding suburbs
2204 – Inner West & surrounding suburbs
2229 – Sutherland & surrounding suburbs
2230 – Sutherland & surrounding suburbs
2232 – Sutherland & surrounding suburbs
2330 – Hawkesbury & surrounding suburbs
2555 – Penrith & surrounding suburbs
2556 – Camden & surrounding suburbs
2557 – Camden & surrounding suburbs
2558 – Campbelltown & surrounding suburbs
2559 – Campbelltown & surrounding suburbs
2560 – Campbelltown & surrounding suburbs
2560 – Wollondilly & surrounding suburbs
2564 – Campbelltown & surrounding suburbs
2565 – Campbelltown & surrounding suburbs
2566 – Campbelltown & surrounding suburbs
2567 – Camden & surrounding suburbs
2569 – Wollondilly & surrounding suburbs
2570 – Camden & surrounding suburbs
2570 – Wollondilly & surrounding suburbs
2571 – Wollondilly & surrounding suburbs
2572 – Wollondilly & surrounding suburbs
2573 – Wollondilly & surrounding suburbs
2574 – Wollondilly & surrounding suburbs
2745 – Penrith & surrounding suburbs
2747 – Penrith & surrounding suburbs
2748 – Penrith & surrounding suburbs
2749 – Penrith & surrounding suburbs
2750 – Penrith & surrounding suburbs
2753 – Hawkesbury & surrounding suburbs
2753 – Penrith & surrounding suburbs
2754 – Hawkesbury & surrounding suburbs
2756 – Hawkesbury & surrounding suburbs
2756 – Hornsby & surronding suburbs
2757 – Hawkesbury & surrounding suburbs
2758 – Hawkesbury & surrounding suburbs
2759 – Penrith & surrounding suburbs
2760 – Blacktown & surrounding suburbs
2760 – Penrith & surrounding suburbs
2762 – Blacktown & surrounding suburbs
2763 – Blacktown & surrounding suburbs
2765 – Blacktown & surrounding suburbs
2765 – Hawkesbury & surrounding suburbs
2765 – Penrith & surrounding suburbs
2768 – Blue Mountains & surrounding suburbs
2769 – Blacktown & surrounding suburbs
2770 – Blacktown & surrounding suburbs
2773 – Blue Mountains & surrounding suburbs
2774 – Blue Mountains & surrounding suburbs
2775 – Hawkesbury & surrounding suburbs
2775 – Hornsby & surrounding suburbs
2776 – Blue Mountains & surrounding suburbs
2777 – Blue Mountains & surrounding suburbs
2785 – Blue Mountains & surrounding suburbs

Local Government Areas around NSW

2360, 2361 – Inverell Local Government Area
2370 – Glenn Innes Severn Local Government Area
2400 – Moree Plains Local Government Area
2402 – Gwydir Local Government Area
2470 – Richmond Valley Local Government Area
2475 – Kyogle Local Government Area
2480 – Lismore Local Government Area
2795 – Bathurst Local Government Area

If you’re a Telstra customer living in one of the areas we’ve listed, we’ll send you an SMS with a link to request a disaster assistance package. You can also find out more about our disaster assistance packages here.

If you need a temporary diversion for a landline phone to an alternate number, or for other long-term assistance, please contact us. If you’re in a disaster-impacted area, give us a call on 1800 888 888 to speak with our disaster assistance team.

Further information on disaster assistance from the Federal Government is available on the Disaster Assist website, and from the State Government at Service NSW’s Disaster Assistance Finder website.

Our assistance packages for affected customers can include the following:

Short term measures (for Telstra customers who have suffered a short-term impact, evacuation or fault):

● Free use of Telstra public payphones in the affected areas

● Free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer’s choice, regardless of the carrier

● 25GB data pack for post-paid mobile customers (30 day expiry, not transferrable to another service)

● 25GB data and free calls for pre-paid mobile customers (30 day expiry, not transferrable to another service)

Long-term measures (for Telstra customers who have suffered severe damage to or loss of their premises):

● Free call diversion from the customer’s Telstra fixed phone service to another Australian fixed or mobile service of their choice, regardless of the carrier. This offer is applicable for a maximum period of 6 months from the date of the disruption.

● In addition, Telstra will apply a one-off credit up to the value of $500 inc. GST to the customer’s Telstra fixed phone account to help cover the costs of the following, if required:

○ Connection of a Telstra fixed phone service at one temporary residence

○ Re-connection of a Telstra fixed phone service at the customer’s original permanent premises

Telstra News |

Bushfire relief for our Western Australia customers

By Campbell Simpson February 3, 2021

We’ve organised an assistance package for our residential and small business customers in WA who have been evacuated or who have lost services due to bushfires in their regions.

Updated 16 March 2021: We’ve now closed our assistance package for Western Australian customers affected by the Perth Hills area bushfires in early February 2021. If you have any questions, please feel free to contact us.

Our original article follows:

We know how important it is to reach out to friends and family during a crisis, and we want to do all we can to help. Our assistance package gives Telstra customers access to free and interim services during short-term impacts from these bushfires, with long-term measures also available for customers who have suffered severe damage or loss of their homes and businesses.

Bushfires burning across the Perth Hills area in WA have damaged some homes and forced some residents to evacuate. Customers impacted include those in the following postcodes and suburbs:

6056 – Baskerville, Bellevue, Boya, Greenmount, Helena Valley, Herne Hill, Jane Brook, Koongamia, Middle Swan, Midland, Midvale, Millendon, Red Hill, Stratton, Swan View, Viveash, Woodbridge

6069 – Aveley, Belhus, Brigadoon, Ellenbrook, Ellenbrook East, The Vines, Upper Swan

6081 – Parkville

6083 – Gidgegannup, Morangup

6084 – Bullsbrook, Chittering, Lower Chittering

6558 – Wooroloo

6560 – Wundowie

If you’re a Telstra customer living in one of the areas we’ve listed, we’ll send you an SMS with a link to request a disaster assistance package. You can also find out more about our disaster assistance packages here.

If you need a temporary diversion for a landline phone to an alternate number, or for other long-term assistance, please contact us. If you’re in a disaster-impacted area, give us a call on 1800 888 888 to speak with our disaster assistance team.

Our assistance packages for affected customers can include the following:

Short term measures (for Telstra customers who have suffered a short-term impact, evacuation or fault):

● Free use of Telstra public payphones in the affected areas

● Free call diversion from an affected fixed home or business phone service to another fixed or mobile service of the customer’s choice, regardless of the carrier

● 25GB data pack for post-paid mobile customers (30 day expiry, not transferrable to another service)

● 25GB data and free calls for pre-paid mobile customers (30 day expiry, not transferrable to another service)

Long-term measures (for Telstra customers who have suffered severe damage to or loss of their premises):

● Free call diversion from the customer’s Telstra fixed phone service to another Australian fixed or mobile service of their choice, regardless of the carrier. This offer is applicable for a maximum period of 6 months from the date of the fire.

● In addition, Telstra will apply a one-off credit up to the value of $500 inc. GST to the customer’s Telstra fixed phone account to help cover the costs of the following, if required:

○ Connection of a Telstra fixed phone service at one temporary residence

○ Re-connection of a Telstra fixed phone service at the customer’s original permanent premises