Help on Products and Services - Help Centre

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id="close-telstra-keywords-v9" onclick="document.getElementById('header-search-telstra').submit();"></span> </span>  <input type="hidden" name="requestSiteId" value="personal"/> <input type="hidden" name="searchFormSubmited" value="Yes"> <input type="submit" class="button" value="Go" style="display:none"/> </div> </form> </div> <script language="javascript"> $(document).ready(function() { var inputVal = document.getElementById('search-telstra-keywords').value; if (inputVal.length > 0){ document.getElementById('powered-by-google').style.display = "none"; } }); </script>  <div class="logo"><a href="/web/20130521181224/https://www.telstra.com.au/"><img src="/web/20130521181224im_/https://www.telstra.com.au/uberprod/global/themes/v9/images/logo-blue.png" width="34" height="40" alt="Telstra"/></a></div> <div class="channel"><h2><a href="/web/20130521181224/https://www.telstra.com.au/personal/"><img src="/web/20130521181224im_/https://www.telstra.com.au/uberprod/global/themes/v9/images/hd-personal.png" width="135" height="24" alt="Personal"/></a></h2></div> <br class="clearfix"/>  <div class="nav" id="header-support-nav"> <ul> <li class="has-children my-account"> <a href="https://web.archive.org/web/20130521181224/https://www.my.telstra.com.au/myaccount">Log in to My Account</a> <ul> <li><a href="https://web.archive.org/web/20130521181224/https://www.my.telstra.com.au/myaccount">My Account</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://signon.bigpond.com/login?goto=https://my.bigpond.com/mybigpond/default.do">My BigPond</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://messaging.bigpond.com/?ref=Net-Head-Webmail">Webmail</a></li> <li class="last"><a href="https://web.archive.org/web/20130521181224/http://www.my.telstra.com.au/myaccount/register">Register Now</a></li> </ul> </li> </ul> </div>  <div class="nav" id="primary-navigation"> <div> <ul>  <li id="pn-mobile"> <a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/">Mobile</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/mobile-phones/">Mobile Phones</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/mobile-plans/">Mobile Plans</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/prepaid-mobiles/">Pre-Paid Mobiles</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/data-packs/">Data Packs</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/premium-care-mobile-insurance/">Premium Care Mobile Insurance</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/4g/">Telstra 4G</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://telstra.com.au/mobile-phones/apps/">Apps</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://telstra.com.au/mobile-phones/features-services/">Features & Services</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/coverage-networks/">Coverage & Networks</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/international-roaming/">International Roaming</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/international-rates/">Calling overseas from your mobile</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/help-faqs/">Help & FAQs</a></li> </ul> <div class="popular-pages"> <p><strong>Popular pages</strong></p> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/mobile-phones/iphone/">iPhone</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/coverage-networks/our-coverage/">Our Coverage</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/mobile-phones/mobile-plans/every-day-connect/">Every Day Connect Plans</a></li> </ul> </div> </div> </li> <li id="pn-home"> <a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/">Home Phone</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/plans-rates-connections/">Plans, call rates & connections </a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/international-rates/">International Rates</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/value-packs/">Value Packs</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/thub-2/">T-Hub 2</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/buy-rent/">Buy or rent a home phone</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/features-services/">Features & Services</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/calling-cards/">Calling Cards</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/help-faqs/">Help & FAQs</a></li> </ul> <div class="popular-pages"> <p><strong>Popular pages</strong></p> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/plans-rates-connections/homeline-budget/">HomeLine Budget</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/plans-rates-connections/homeline-reach/">HomeLine Reach</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/home-phone/plans-rates-connections/homeline-ultimate/">HomeLine Ultimate</a></li> </ul> </div> </div> </li> <li id="pn-internet"> <a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/">Internet</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/home-broadband-bigpond-elite-plans/">Home Broadband</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/home-broadband-bigpond-ultimate-plans/">Home Cable Broadband</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/t-cloud/">T-Cloud</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/mobile-broadband-bigpond-liberty-plans/">Mobile Broadband</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/mobile-broadband-prepaid/">Pre-Paid Mobile Broadband</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/mobile-tablets/">Mobile Tablets</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/national-broadband-network/">National Broadband Network</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/internet/broadband-services/">Broadband add-ons</a></li> </ul> <div class="popular-pages"> <p><strong>Popular pages</strong></p> <ul> <li><a href="https://web.archive.org/web/20130521181224/https://my.bigpond.com/check-availability/default.do">Check Broadband Availability</a></li> </ul> </div> </div> </li> <li id="pn-tv"> <a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/tv/">Foxtel & TV</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/foxtel/">Foxtel from Telstra</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/tv/tbox/">T-Box</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://go.bigpond.com/tv">BigPond TV</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/foxtel/mobile.html">Mobile Foxtel from Telstra</a></li> </ul> <div class="popular-pages"> <p><strong>Popular pages</strong></p> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/foxtel/packages-pricing.html">Foxtel Packages & Pricing</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/foxtel/iqhd.html">Foxtel iQHD</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.telstra.com.au/foxtel/upgrade.cfm">Upgrade to Foxtel iQHD</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/tv/tbox/foxtel-tbox/">Foxtel on T-Box</a></li> </ul> </div> </div> </li> <li id="pn-bundle-save"> <a href="https://web.archive.org/web/20130521181224/https://onlineshop.telstra.com.au/bundles">Bundles</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/https://onlineshop.telstra.com.au/bundles">Telstra Bundles</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/bundle-save/connected-home/">Telstra Connected Home</a></li> </ul> </div> </li> <li id="pn-my-account"> <a href="https://web.archive.org/web/20130521181224/https://www.my.telstra.com.au/myaccount/">My Account</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/https://www.my.telstra.com.au/myaccount/why-register">Why Register?</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.my.telstra.com.au/myaccount/billing">Billing & Payments</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.my.telstra.com.au/myaccount/help">Help & FAQs</a></li> </ul> </div> </li> <li id="pn-shop"> <a href="https://web.archive.org/web/20130521181224/https://telstra.com.au/online-shop">Shop Online</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://onlineshop.telstra.com.au/">Mobiles With Plans</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.telstra.com.au/online-shop/prepaid-mobile.cfm">Pre-Paid Mobiles</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.telstra.com.au/online-shop/tablets">Tablets</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/bundle-save/">Telstra Bundles</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.telstra.com.au/online-shop/home-phone">Home Phone</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.telstra.com.au/online-shop/mobile-broadband">Mobile Broadband</a></li> <li><a href="https://web.archive.org/web/20130521181224/https://www.telstra.com.au/online-shop/home-broadband">Home Broadband</a></li> </ul> </div> </li> <li id="pn-help"> <a href="https://web.archive.org/web/20130521181224/http://www.telstra.com.au/help/">Help</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/my_account">My Account</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/mobile">Mobile Phones</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/home_phones">Home Phones</a></li> <li><a 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</style> <div class="rnt_top"> <div class="rnt_row"> <div class="rnt_col"><span style="font-weight: 700;" class="rnt_text">Search Keywords</span></div> <div class="rnt_col"><span class="rnt_text">within</span></div> </div> <div class="rnt_row"> <div class="rnt_col"><input type="text" id="rntSearch_keywords" onkeypress="rntKeyPress(event)"></div> <div style="width: 160px;" class="rnt_col"> <select id="rntSearch_categories"> <option value="-1">All Telstra</option> <option value="1509">My Account</option> <option value="1511">Mobile Phones</option> <option value="1510">Home Phones</option> <option value="1508">Telstra Shop Online</option> <option value="2507">Internet</option> <option value="1507">TV</option> </select> </div> <div style="float: left;" class="rnt_col"> <img onclick="rntSearch_go()" style="cursor: pointer;" id="rntSearch_sendSearch" src="/web/20130521181224im_/https://www.telstra.com.au/help/download/image/go-button.gif"> </div> </div> </div> </div> <span style="width:100%"><a id="content" name="content"></a></span> <div class="maincolGenericPadding"> <script type="text/javascript" src="//web.archive.org/web/20130521181224js_/https://www.telstra.com.au/global/javascript/mbox.js"></script><div class="mboxDefault"> </div><script type="text/javascript"> mboxCreate('PersonalHelp');</script> </div> <div class="maincolGenericPadding"> <div class="homeWrap"> <div class="home2colLeft" style=""> <h2>My Account</h2> <div class="arrowLinks"><ul><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/21853">'Thanks' Movie Offer</a></li><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16994">Forgotten username or password for My Account</a></li><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16998">Change your billing address</a></li><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17236">Find your account number</a></li><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16995">View itemised call details online</a></li><li><a href="https://web.archive.org/web/20130521181224/https://help.telstra.com/app/answers/detail/a_id/16989">Set up paperless billing</a></li><li><a title="Ask the Forums about My Account" href="https://web.archive.org/web/20130521181224/http://crowdsupport.telstra.com.au/t5/Personal-Billing/bd-p/PersonalBilling">Ask the Forums about My Account</a></li></ul></div> <div class="defaultAutoBtns"> <a title="My Account Help" href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/my_account">View More</a> </div> </div> <div class="home2colRight" style=""> <h2>About your bill</h2> <div class="arrowLinks"><ul><li><a target="" href="/web/20130521181224/https://www.telstra.com.au/help/my-account/help-with-your-bill/index.htm">Help with your bill</a></li><li><a target="" href="https://web.archive.org/web/20130521181224/https://help.telstra.com/app/answers/list/c/1986/kw/billing+help">View Frequently Asked Questions</a></li><li><a target="_blank" href="https://web.archive.org/web/20130521181224/http://www.youtube.com/watch?v=zxDDpe_hGDk">View Bill Explainer videos</a></li><li><a target="" href="/web/20130521181224/https://www.telstra.com.au/help/demo/new-bill/index.htm">How to read your bill</a></li><li><a target="" href="/web/20130521181224/https://www.telstra.com.au/help/demo/summary-bill/index.htm">View Summary Bill Demo</a></li><li><a target="" href="/web/20130521181224/https://www.telstra.com.au/help/demo/detailed-bill/index.htm">View Detailed Bill Demo</a></li></ul></div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" style=""> <h2>Mobile Phones</h2> <div class="arrowLinks"><ul> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16952">Get a PUK code to unblock your mobile</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17288">Extend ring time before calls divert to MessageBank®</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17118">Set up mobile internet</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17263">Unlock your Pre-Paid mobile</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://crowdsupport.telstra.com.au/t5/Mobiles/ct-p/Mobiles" title="Ask the Forums about Mobile Phones ">Ask the Forums about Mobile Phones </a></li> </ul></div> <div class="defaultAutoBtns"> <a title="Mobile Phone Help" href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/mobile">View More</a> </div> </div> <div class="home2colRight" style=""> <h2>Home Phones</h2> <div class="arrowLinks"><ul> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16985">Report a phone or line fault</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16976">Turn Call Forward on or off</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16973">Move your Home Phone service</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17365">Connecting a Home Phone line</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://crowdsupport.telstra.com.au/t5/Home-Phone/bd-p/HomePhone" title="Ask the Forums about Home Phones">Ask the Forums about Home Phones</a></li> </ul></div> <div class="defaultAutoBtns"> <a title="Home Phone Help" href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/home_phones">View More</a> </div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" style=""> <h2>Telstra Shop Online</h2> <div class="arrowLinks"><ul> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17013">Delivery times and order status</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17011">Online order confirmation</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/16950">Changing your mobile plan</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/17892">Shipping/postage costs</a></li> <li><a href="https://web.archive.org/web/20130521181224/http://crowdsupport.telstra.com.au/t5/All-other-enquiries/bd-p/OtherEnquiries" title="Ask the Forums about Telstra Shop Online">Ask the Forums about Telstra Shop Online</a></li> </ul></div> <div class="defaultAutoBtns"> <a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/telstra_shop_online" title="Telstra Shop Online Help">View More</a> </div> </div> <div class="home2colRight" style=""> <h2>Internet</h2> <div class="arrowLinks"><ul><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/detail/a_id/21288/related/1">National Broadband Network</a></li><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/list/c/1986,2507,2510">Telstra Pre-Paid Mobile Broadband</a></li><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/list/c/1986,2507,2512">Mobile Tablets</a></li><li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/list/c/1986,2507,2513">Micro-SIM for Apple iPad®</a></li><li><a href="https://web.archive.org/web/20130521181224/http://go.bigpond.com/help/?ref=Net-Head-Help-Overview">BigPond® Mobile Broadband</a></li><li><a href="https://web.archive.org/web/20130521181224/http://go.bigpond.com/help/?ref=Net-Head-Help-Overview">BigPond® Home Broadband</a></li><li><a title="Ask the Forums about Internet" href="https://web.archive.org/web/20130521181224/http://crowdsupport.telstra.com.au/t5/Home-Broadband/bd-p/HomeBroadband">Ask the Forums about Internet</a></li></ul></div> <div class="defaultAutoBtns"> <a title="Internet Help" href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/internet">View More</a> </div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" style=""> <h2>TV</h2> <div class="arrowLinks"><ul> <li><a href="https://web.archive.org/web/20130521181224/http://help.telstra.com/app/answers/list/c/1986,1507,2351/search/1">T-Box®</a></li> <li><a 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