Contact Help - Help Centre

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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/20130508035326/http://www.telstra.com.au/"><img src="/web/20130508035326im_/http://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/20130508035326/http://www.telstra.com.au/personal/"><img src="/web/20130508035326im_/http://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/20130508035326/https://www.my.telstra.com.au/myaccount">Log in to My Account</a> <ul> <li><a href="https://web.archive.org/web/20130508035326/https://www.my.telstra.com.au/myaccount">My Account</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/https://messaging.bigpond.com/?ref=Net-Head-Webmail">Webmail</a></li> <li class="last"><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/mobile-phones/">Mobile</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/mobile-phones/mobile-phones/">Mobile Phones</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/mobile-phones/mobile-plans/">Mobile Plans</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/mobile-phones/prepaid-mobiles/">Pre-Paid Mobiles</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/mobile-phones/data-packs/">Data Packs</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/mobile-phones/4g/">Telstra 4G</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://telstra.com.au/mobile-phones/apps/">Apps</a></li> <li><a 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href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/mobile-phones/coverage-networks/our-coverage/">Our Coverage</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/home-phone/">Home Phone</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/home-phone/plans-rates-connections/">Plans, call rates & connections </a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/home-phone/international-rates/">International Rates</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/home-phone/value-packs/">Value Packs</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/home-phone/thub-2/">T-Hub 2</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/home-phone/features-services/">Features & Services</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/home-phone/calling-cards/">Calling Cards</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/home-phone/plans-rates-connections/homeline-budget/">HomeLine Budget</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/home-phone/plans-rates-connections/homeline-reach/">HomeLine Reach</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/internet/">Internet</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/internet/home-broadband-bigpond-elite-plans/">Home Broadband</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/internet/home-broadband-bigpond-ultimate-plans/">Home Cable Broadband</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/internet/t-cloud/">T-Cloud</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/internet/mobile-broadband-bigpond-liberty-plans/">Mobile Broadband</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/internet/mobile-broadband-prepaid/">Pre-Paid Mobile Broadband</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/internet/mobile-tablets/">Mobile Tablets</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/internet/national-broadband-network/">National Broadband Network</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/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/20130508035326/http://www.telstra.com.au/tv/">Foxtel & TV</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/foxtel/">Foxtel from Telstra</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/tv/tbox/">T-Box</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://go.bigpond.com/tv">BigPond TV</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/foxtel/packages-pricing.html">Foxtel Packages & Pricing</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/foxtel/iqhd.html">Foxtel iQHD</a></li> <li><a href="https://web.archive.org/web/20130508035326/https://www.telstra.com.au/foxtel/upgrade.cfm">Upgrade to Foxtel iQHD</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/https://onlineshop.telstra.com.au/bundles">Bundles</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/https://onlineshop.telstra.com.au/bundles">Telstra Bundles</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/https://www.my.telstra.com.au/myaccount/">My Account</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/https://www.my.telstra.com.au/myaccount/why-register">Why Register?</a></li> <li><a href="https://web.archive.org/web/20130508035326/https://www.my.telstra.com.au/myaccount/billing">Billing & Payments</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/https://telstra.com.au/online-shop">Shop Online</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/http://onlineshop.telstra.com.au/">Mobiles With Plans</a></li> <li><a href="https://web.archive.org/web/20130508035326/https://www.telstra.com.au/online-shop/prepaid-mobile.cfm">Pre-Paid Mobiles</a></li> <li><a href="https://web.archive.org/web/20130508035326/https://www.telstra.com.au/online-shop/tablets">Tablets</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/bundle-save/">Telstra Bundles</a></li> <li><a href="https://web.archive.org/web/20130508035326/https://www.telstra.com.au/online-shop/home-phone">Home Phone</a></li> <li><a href="https://web.archive.org/web/20130508035326/https://www.telstra.com.au/online-shop/mobile-broadband">Mobile Broadband</a></li> <li><a href="https://web.archive.org/web/20130508035326/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/20130508035326/http://www.telstra.com.au/help/">Help</a> <div class="flyout"> <ul> <li><a href="https://web.archive.org/web/20130508035326/http://help.telstra.com/app/my_account">My Account</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://help.telstra.com/app/mobile">Mobile Phones</a></li> <li><a href="https://web.archive.org/web/20130508035326/http://help.telstra.com/app/home_phones">Home Phones</a></li> <li><a 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href="/web/20130508035326/http://www.telstra.com.au/help/critical-information-summaries/personal/">Personal</a></li><li id="841_843"><a href="/web/20130508035326/http://www.telstra.com.au/help/critical-information-summaries/business/">Business</a></li></ul> </li>  </ul> <script type="text/javascript"> leftNavFormat(); </script> </div> <p id="section"> <span>  Help </span> </p> <div id="maincol"> <span style="width: 100%;"> <a id="content" name="content"></a> <span id="bc">  <a href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/">Telstra Home</a> <span class="hidden">» </span><a href="/web/20130508035326/http://www.telstra.com.au/help/index.htm">Help</a> <span class="hidden">» </span><a class="last" href="/web/20130508035326/http://www.telstra.com.au/help/contact/index.htm">Contact Us</a> </span></span> <span style="width:100%"><a id="content" name="content"></a></span> <div class="maincolGenericPadding"> <h1 style="margin-bottom: -30px"><img alt="Contact Us" width="642" height="110" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/help-contactus.png"/></h1> </div> <div class="maincolGenericPadding"> <div class="homeWrap"> <div class="home2colLeft" id="imagePresent" style=""> <h2>Mobile Phones</h2> <div class="homeImage"><a href="/web/20130508035326/http://www.telstra.com.au/help/contact/mobile-phones/index.htm" title="Contact us about mobile phones"><img width="120" height="85" alt="Mobile Phones Icon" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/mobile-phones-thumbnail-120x85.jpg"/></a></div> <p>For help with:<br/> <ul> <li>Product enquiries and sales</li> <li>Accounts and payments</li> <li>Fault repairs</li> </ul></p> <div class="defaultAutoBtns"> <a href="/web/20130508035326/http://www.telstra.com.au/help/contact/mobile-phones/index.htm" title="Contact us about mobile phones">View More</a> </div> </div> <div class="home2colRight" id="imagePresent" style=""> <h2>Home Phones</h2> <div class="homeImage"><a href="/web/20130508035326/http://www.telstra.com.au/help/contact/home-phones/index.htm" title="Contact us about home phones"><img width="120" height="85" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/home-phones-thumbnail-120x85.jpg" alt="Home Phones Icon"/></a></div> <p>For help with:<br/><ul><li>Product enquiries</li><li>Accounts and payments</li><li>Fault repairs</li></ul></p> <div class="defaultAutoBtns"> <a href="/web/20130508035326/http://www.telstra.com.au/help/contact/home-phones/index.htm" title="Contact us about home phones">View More</a> </div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" id="imagePresent" style=""> <h2>Online Services</h2> <div class="homeImage"><a href="/web/20130508035326/http://www.telstra.com.au/help/contact/online-services/index.htm" title="Contact us about online services"><img width="120" height="85" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/online-services-thumbnail-120x85.jpg" alt="Online Services Icon"/></a></div> <p>For help with:<br/><ul><li>Online Billing</li><li>Telstra Shop Online</li><li>My Account</li></ul></p> <div class="defaultAutoBtns"> <a href="/web/20130508035326/http://www.telstra.com.au/help/contact/online-services/index.htm" title="Contact us about online services">View More</a> </div> </div> <div class="home2colRight" id="imagePresent" style=""> <h2> Retail Store</h2> <div class="homeImage"><img alt="Retail store" width="120" height="85" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/retail-store-thumbnail-120x85.jpg"/></div> <p>For help with:<br/><ul><li>Personal shopping</li><li>One-on-one technical advice</li><li>Expert advice for your business needs</li></ul></p> <div class="defaultAutoBtns"> <a title="Contact us about retail stores" href="retail-stores/">View More</a> </div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" id="imagePresent" style=""> <h2>BigPond® Internet</h2> <div class="homeImage"><a href="/web/20130508035326/http://www.telstra.com.au/help/contact/bigpond-internet/index.htm" title="Contact us about BigPond Internet"><img width="120" height="85" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/internet-thumbnail-120x85.jpg" alt="Internet Icon"/></a></div> <p>For help with:<br/><ul><li>Sales</li><li>Billing and accounts</li><li>Technical support</li><li>Order tracking</li></ul></p> <div class="defaultAutoBtns"> <a href="/web/20130508035326/http://www.telstra.com.au/help/contact/bigpond-internet/index.htm" title="Contact us about BigPond Internet">View More</a> </div> </div> <div class="home2colRight" id="imagePresent" style=""> <h2>Service Equipment and Faults</h2> <div class="homeImage"><a href="/web/20130508035326/http://www.telstra.com.au/help/contact/service-equipment-faults/index.htm" title="Contact us about service equipment and faults"><img width="120" height="85" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/service-equip-faults-thumbnail-120x85.jpg" alt="Service Equipment and Faults Icon"/></a></div> <p>For information on:<br/><ul><li>Service faults</li><li>Faulty phone or phone line</li><li>Payphone fault / damage</li><li>Underground cables</li><li>Mobile / pre-paid faults</li><li>Home phone faults</li></ul></p> <div class="defaultAutoBtns"> <a href="/web/20130508035326/http://www.telstra.com.au/help/contact/service-equipment-faults/index.htm" title="Contact us about service equipment and faults">View More</a> </div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" id="imagePresent" style=""> <h2>Corporate Information</h2> <div class="homeImage"><a href="/web/20130508035326/http://www.telstra.com.au/help/contact/corporate-information/index.htm" title="Contact us about corporate information"><img width="120" height="85" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/corporate-thumbnail-120x85.jpg" alt="Corporate Information Icon"/></a></div> <p>For information on:<br/><ul><li>Investments</li><li>Sponsorships</li><li>Supplying to Telstra</li><li>Telstra Business Partner Resource Centre</li><li>Telstra Wholesale</li></ul></p> <div class="defaultAutoBtns"> <a href="/web/20130508035326/http://www.telstra.com.au/help/contact/corporate-information/index.htm" title="Contact us about corporate information">View More</a> </div> </div> <div class="home2colRight" id="imagePresent" style=""> <h2>Directory Assistance</h2> <div class="homeImage"><a title="Contact us about directory assistance" href="/web/20130508035326/http://www.telstra.com.au/help/contact/directory-assistance/index.htm"><img width="120" height="85" alt="Directory Assistance Icon" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/directory-assistance-thumbnail-120x85.jpg"/></a></div> <p>For enquiries about:<br/> <ul> <li>Sensis®</li><li>Yellow Pages®</li><li>White Pages®</li><li>Telstra Directory Assistance</li><li>Other Directory Services</li></ul></p> <div class="defaultAutoBtns"> <a title="Contact us about directory assistance" href="/web/20130508035326/http://www.telstra.com.au/help/contact/directory-assistance/index.htm">View More</a> </div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" id="imagePresent" style=""> <h2>Send us your positive feedback</h2> <div class="homeImage"><a title="Send us your positive feedback" href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/webforms/positive-feedback/"><img width="120" height="85" alt="Positive Feedback-Icon" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/positive-feedback-thumbnail-120x85.jpg"/></a></div> <p><ul> <li>Use our online form to let us know about your positive Telstra experience</li> </ul></p> <div class="defaultAutoBtns"> <a title="Send us your positive feedback" href="https://web.archive.org/web/20130508035326/https://www.telstra.com.au/webforms/positive-feedback/" target="">View More</a> </div> </div> <div class="home2colRight" id="imagePresent" style=""> <h2>How to make a complaint</h2> <div class="homeImage"><a title="How to make a complaint" href="https://web.archive.org/web/20130508035326/http://www.telstra.com.au/abouttelstra/commitments/telstra-complaints-policy/"><img alt="Complaints Icon" width="120" height="85" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/complaints-thumbnail-120x85.jpg"/></a></div> <p><ul><li><div>Tell us about your complaint and we’ll try to resolve it</div></li></ul></p> <div class="defaultAutoBtns"> <a title="How to make a complaint" href="/web/20130508035326/http://www.telstra.com.au/help/contact/complaints/">View More</a> </div> </div> </div> <br> <div class="homeWrap"> <div class="home2colLeft" id="imagePresent" style=""> <h2>Multicultural Numbers</h2> <div class="homeImage"><a title="Contact us about multicultural numbers" href="/web/20130508035326/http://www.telstra.com.au/help/contact/multicultural-numbers/index.htm"><img alt="Multicultural Numbers Icon" width="118" height="83" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/multicultural-thumbnail-120x85.jpg"/></a></div> <p>For help with: <ul><li>Languages other than English</li><li>Multicultural call centres</li></ul></p> <div class="defaultAutoBtns"> <a title="Contact us about multicultural numbers" href="/web/20130508035326/http://www.telstra.com.au/help/contact/multicultural-numbers/index.htm">View More</a> </div> </div> <div class="home2colRight" id="imagePresent" style=""> <h2>Other Contacts</h2> <div class="homeImage"><a title="Contact us about Foxtel from Telstra or Payphones" href="/web/20130508035326/http://www.telstra.com.au/help/contact/other-contacts/index.htm"><img alt="Payphone Icon" width="118" height="83" src="/web/20130508035326im_/http://www.telstra.com.au/help/download/image/payphone-thumbnail-120x85.jpg"/></a></div> <p><ul> <li>National Broadband Network</li> <li>Foxtel from Telstra</li> <li>Payphones</li> <li>Report damage to Telstra Infrastructure</li> </ul></p> <div class="defaultAutoBtns"> <a title="Contact us about Foxtel from Telstra or Payphones" href="/web/20130508035326/http://www.telstra.com.au/help/contact/other-contacts/index.htm">View More</a> </div> </div> </div> </div> <div class="clear"> </div> <div class="maincolGenericPadding">   </div>  <script type="text/javascript">applyUCMWorkaroundClasses();</script> </div>  <div id="rightcol"> <div class="rhsModule"> <h2>Ask The Forums</h2> <div class="box"> <ul><li><a href="https://web.archive.org/web/20130508035326/http://crowdsupport.telstra.com.au/" target="">Learn. 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