Tech and Innovation | Telstra News |

What’s new in the My Telstra app for July

By Jenni Barnett July 22, 2020

Young woman on mobile phone in living room at home

We love hearing feedback from our customers – it helps us improve and ensures we’re developing tools and products that you want to use. That’s why we’ve enhanced stability and improved performance in My Telstra, plus our latest monthly update adds new features to help you manage your account with ease.

Here’s what we’ve added to the My Telstra app in our most recent update. You can download the My Telstra app for both Apple and Android devices, making it easy to view your services and bills and to make payments on the go.

My Telstra: July updates

My Telstra app - track a fault - fault tracker

Track faults and appointments
You can now check the status of any reported fault or service interruption through the Get Help screen. If you have an appointment for an nbn faults technician to come to your home, you can view and reschedule appointments within the app. Just tap on Get Help and then Track my reported faults to get started.

See and manage who has authority on your account
On the Profile screen, you can now view and manage who has authority on your account. You can also re-verify your account contacts, change their authority level and remove outdated contacts.

Personalised Telstra Plus dashboard
A new rewards dashboard puts everything Telstra Plus in one place. Simply go to your Home screen to see your points balance, current member benefits and more.

Even more entertainment and media services available
BINGE is Australia’s unturnoffable streaming service, packed with binge-worthy, award-worthy and share-worthy shows ready to go on your favourite devices and it’s now available in the My Telstra app in the Services screen. Plus, now you can explore a range of Telstra News including Entertainment, Business and Devices.

How do I get the My Telstra app?

Simply visit the App Store or Google Play and search for My Telstra.

Existing Telstra 24×7 app users may need to manually upgrade their app by searching My Telstra in their app store, then tapping update.

Tech and Innovation | Telstra News |

In-app messaging: the fastest way to get in touch with us

By Meg Bonighton June 29, 2020

Did you know on average, we have at least three different messaging apps on our phones? From Facebook Messenger to WhatsApp it’s now one of the preferred ways we communicate. That’s why we’ve rolled out a new way to get in touch with us via messaging in the My Telstra app. It’s now the fastest way to get in touch with us for support when it best suits you.

COVID-19 has fundamentally changed the way we interact with each other. People are calling less and messaging more. Everyone is going online to find answers. That’s why we’re rapidly changing the way you can contact us when you need support.

Messaging in the My Telstra app is a convenient way to get help. Unlike our old Live Chat interactions, the conversation happens on your schedule. Just as you would experience in other messaging apps that you use, you can jump in and out of the MyTelstra messaging conversation as it suits you. And your history is always there so you have a record of the interactions.

My Telstra app

Our always-on Messaging service also means no idle time between conversation, no dropouts, and a more personalised experience.

The types of queries we can resolve via Messaging include; billing, service, faults, sales for consumer and small business customers.

In-app messaging is the next step in our digitisation journey. It’s all part of our T22 strategy working towards simplifying our business while offering great service, all supported by Australia’s largest, fastest and smartest next generation network.

To access Messaging, download the My Telstra App.

Tech and Innovation | Telstra News |

What’s new in the My Telstra app

By Jenni Barnett June 11, 2020

We’re working continually to add new features to the My Telstra app to make it even easier for you to manage your Telstra services – and even nab a few rewards along the way.

My Telstra: June updates

Self-service payment extensions: now up to 42 days

We know times are tough. If you need more time to pay, you can now request a payment extension of up to 42 days directly in My Telstra.

No need to call us or go in-store to make this happen  – simply go to payments, select payment options and then request more time to pay.  

Your first payment extension can be either six or 14 days. If you still need more time, you will then be able to request a second payment extension, up to a maximum of 42 days (six weeks) from the initial due date of your bill.

Messaging made easier than ever

We know you’ve been loving our new messaging service in the app, and thanks to your feedback, we’ve made it even easier to find.  We’ve added Messaging to the list of contact options on the Get help screen. If you ever need to get in touch, just send us a message. You don’t have to wait on the phone or online – we’ll get back to you as soon as we can.

Personalised Telstra Plus content

Customers who have our app and are also enrolled in Telstra Plus, our rewards program, will now enjoy a more personalised experience. Along with your points balance, you will see specific offers showing what your points balance can be redeemed for in the rewards store. From new devices and accessories to exclusive benefits for Silver and Gold members and so much more!

Get ready to celebrate! If you haven’t already, don’t forget to be part of Telstra Plus’s first birthday celebrations. You can sign up in the My Telstra app before June 14 for your chance be in the draw.

My Telstra Telstra Plus - Mobile

How do I get the My Telstra app?

The My Telstra App is the easy and fast way to see all your services, track orders, get help and message us directly.

Simply visit the App Store or Google Play and search for My Telstra.

Existing Telstra 24×7 users may need to manually upgrade their app by searching My Telstra in their app store, then tapping update.

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

My Telstra app

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 for both Apple iOS and Google Android, 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 Apple iOS and Google Play 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.