Telstra Smart Modem 2
Telstra News |

nbn health checks and more now in the My Telstra app

By Jenni Barnett May 13, 2020

Since launching the My Telstra app in early March, we’ve been busy working to respond to customer feedback, and add new features to make it even easier for you to view and manage your Telstra products & services.

Here’s what’s new in the My Telstra app in May.

nbn service health check

Diagnosing connectivity issues on nbn services has never been easier with our new nbn health check tool. You will now be able to run an automated test that checks both your nbn connection and home Wi-Fi set up.

If there is an issue diagnosed with your nbn service, you’ll be able to start troubleshooting with a step by step guide to resolving the specific problem you’ve identified. Once troubleshooting is completed, an additional test will be conducted to ensure the issue has been resolved.

If the issue persists and you need support, you’ll be able to message us directly in My Telstra app and we’ll get back to you as soon as we can.

How to access nbn service health check:

  • Tap on Services, select your nbn internet card and tap on nbn health check;
  • Tap on Get help, select home internet and tap Check my connection and get help to start testing;
  • Keep the app open in the background while the test is being conducted.

The automated test can take up to a few minutes to complete. We’ll send you a notification once the results are available.

New entertainment and media services

We’ve extended our range of media services so that you can stay entertained with the tap of a finger.

You can also now subscribe to the following media platforms:

  • Garage: Access the world’s most comprehensive adventure sports film and TV library.
  • DocPlay: Enjoy some of the world’s best documentaries.
  • Hayu: The home of reality TV. Watch your favourite shows on demand.
  • Animelab: Watch the latest anime hits and simulcasts direct from Japan.

Plus, you can now access the Telstra TV app directly from My Telstra, where you can explore great entertainment including Telstra TV Box Office, Foxtel Now and more.

How to access media subscriptions

  • Tap on Services, select your mobile account and choose the media service you want to subscribe to.

‏‏‎ ‎

‎‎Improved Telstra Plus experience

We’ve made it easier to join Telstra Plus. Join our rewards program and earn points when you make an eligible payment. Redeem your points for discounts on devices and more at the Rewards Store.

Plus, enjoy exciting member benefits. To get started, simply access Telstra Plus from the Home screen in My Telstra.

How do I get the My Telstra app?

To download My Telstra simply visit the Apple App Store or Google Play and search for My Telstra. Existing Telstra 24×7 users may need to manually upgrade their app. Simply visit Google Play or the App Store, search for the My Telstra app, and tap update.

We are continually working to improve My Telstra. As we listen to customer feedback and learn on releases, we will improve its capabilities and functionality with regular future updates.

Tech and Innovation | Telstra News |

Making self-service easy with the new My Telstra app

By Jenni Barnett March 31, 2020

We’re all relying on connectivity now more than ever. Many of us are working and learning from home, and we’re having to connect with each other online rather than in person. To help you interact with us online more easily, we’re ramping up our digital capabilities as a priority – so you can get the help you need to get connected and stay connected.

We’ve just launched our new My Telstra app which is designed to be a one-stop-shop for all your Telstra needs. We have also created a number of self-service videos to help you with your basic service needs. The new My Telstra app helps make self-service, billing and tech support a lot easier.

You can manage your services and payments, get help, check for outages and track orders – all while you’re at home.

The app has also been designed with accessibility at the forefront, built to be compliant with the Web Content Accessibility Guidelines 2.1.

My Telstra availability

We’ll be progressively updating the existing Telstra 24×7 app so you can expect to see it on your phone soon.

If you have auto-update enabled, you do not need to take any action. Your current Telstra 24×7 app will update to become My Telstra when it’s time.

If you don’t have auto-update enabled, go to the App Store or Google Play and update to My Telstra.

If you don’t have the Telstra 24×7 app now, you’ll be able to download the My Telstra app via the Google Play or App Store.

Here’s what you can do with the new My Telstra app to get quick and easy resolutions during this busy time.

Tech support

We know that waiting on the phone to solve a tech issue can be frustrating. That’s why we’ve packed My Telstra with a series of “troubleshooting” guides. Issues with things like your smartphone or nbn connection can be fixed quickly and easily.

Via the new My Telstra app, you can access guides on:

  • Unable to make or receive calls
  • Cannot connect to the internet
  • Internet drop outs
  • Call drop outs
  • Poor call quality
  • Coverage check
  • International Roaming
  • Internet is slow
  • International Direct Dialling
  • Cannot send or receive SMS/MMS
  • Faulty device
  • Telstra One Number faults
  • Cannot connect to the nbn network
  • Unable to make and receive calls via the nbn network
  • MessageBank
  • nbn broadband and mobility speed tests
  • nbn broadband drop outs
  • Home broadband Wi-Fi quality tests

Billing enquiries

The My Telstra app is designed to help you solve billing issues without having to jump on the phone to one of our contact centres – particularly at the moment when call centres have reduced staffing levels due to COVID-19 impacts.

With the My Telstra app, you can easily query a charge on your Telstra bill; request a payment extension; recharge your Pre-Paid service and manage our payment options including setting up Direct Debit.

Outages, faults and orders

The new app also allows you to get information on outages currently in your area and those scheduled to occur via routine maintenance. You’ll find out when the outage will end and updates throughout.

You can also report faults on your line via the app, to get service and information without having to contact our call centre.
Staying up to date with orders is easy in our app, you’ll be able to track orders, activate a SIM card and access guides to help you get connected.

A better way to Telstra

From billing fixes through to tech support on outages, devices and slow internet, My Telstra is a great way to get a fix without having to pick up the phone.

The new My Telstra app will be in the hands of our four million current app users over the next two months, making it easier to get what you need from Telstra at home or on the go.