Making self-service easy with the new 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.
Jenni Barnett · 11 June 2021 · 4 minute read

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 App Store 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.


By Jenni Barnett

Digital Channels Executive

Jenni is a senior executive with a 20+ year background in digital transformation, marketing and product management, across Telco, Financial Services, Tech and not for profit. Jenni joined Telstra in August 2018 and is Head of Digital. Her role is to accelerate the impact of Digital to meet customer needs and deliver on Telstra’s T22 strategy and beyond. She is accountable for digital and digital assisted channels including app, web, social and community, search, chat bots and messaging; the digital P&L; the digital intelligence ecosystem; and transforming customer experiences in digital and across channels. Prior to Telstra, Jenni was one of the execs to establish the well-known market leading digital team at the Commonwealth Bank and take it from a start up to a high performing commercial and customer focused channel in less than four years. Jenni was accountable for digital sales, service and product development, conversational commerce and personalisation capabilities across channels, and digital publishing. She has worked in scale Agile environments for 7+ years and is a highly regarded contemporary leader.

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