Telstra Platinum®
Telstra Platinum customer update
From 26 February 2025, Telstra Platinum will no longer be available.
Existing Telstra Platinum subscribers can continue to use their Telstra Platinum subscription and access all of the features and benefits until 26 February 2025, at which point it will automatically end.
See the FAQs below for more information on your current Telstra Platinum subscription and how you can still get support from Telstra after 26 February 2025.
Existing Telstra Platinum subscribers can continue to use their Telstra Platinum subscription and access all of the features and benefits until 26 February 2025, at which point it will automatically end.
See the FAQs below for more information on your current Telstra Platinum subscription and how you can still get support from Telstra after 26 February 2025.
Exclusive benefits for Telstra Platinum members
No fix. No fee. That's our Guarantee
For our One-off and Pay on Demand services. Excludes Subscription services.
Access to dedicated support
You can have 24/7 access to our dedicated tech support over the phone and online.
Secure Remote Access
We can make getting help easier with our remote access tool.
Non-Telstra tech
We can help set up and protect your other technology like computers, gaming consoles, smart home devices and printers.
What type of technical support do you need?
If you are currently a Telstra platinum member, you can choose the level of technical help for your Telstra and non-Telstra tech that best suits your needs. Our Platinum service includes:
Online and phone support
24/7 phone and online support from dedicated technical experts
In store help
Access to tech support experts in retail stores during trading hours
Personalised help
Personalised coaching, including help on how to use webcams, printers, emails and internet
Device care
Advice to maximise device capabilities, diagnosis and solution of technology problems including the removal of viruses
Smart gadget support
Support for most Australian supplied internet enabled gadgets including computers, smart televisions, smartphones and tablets
Software support
Support for common software including iTunes, Internet Explorer, Firefox, MS Office and anti-virus
Before deciding whether to contact our Platinum team, Telstra offers a range of standard support services for our Telstra products. Support for faults is part of included service for your Home Broadband or Mobile service when purchased from Telstra.
What Technical issues can Telstra Platinum help with?
Bought your own gear? No problem we take care of non-Telstra devices. We work with all major brands, and the list is constantly growing.
TV & Streaming Services
Get expert help to connect your TV to your WI-FI, or stream Netflix, Stan and Foxtel.
Email & Virus Protection
We'll help you detect and remove spyware and viruses, and help you keep them out by configuring what you already have.
Data & Photo Backup
Get expert help saving your data onto hard drives or cloud services like Google Drive, Dropbox, iCloud, One Drive & more.
Computer & Software
We'll help keep your computer running at its best speed with support with software and printer connectivity, so you can focus on being your productive best.
Mobiles & Tablets
Our experts can help sync your mail, calendars, and photos from Apple, Samsung or any brand of android smartphone or tablet.
Questions about Telstra Platinum? We can help
Telstra Business Services
Do you own a business? We can help you build a stronger digital presence.
Frequently asked questions
We’re ending our Telstra Platinum service on 26 February 2025.
Your Telstra Platinum subscription will end on 26 February 2025 - unless you choose to cancel it beforehand.
Yes, if you have an outstanding service request, we’ll resolve it before your Telstra Platinum subscription ends.
You’ll still be able to get support for a range of Telstra services including payments and billing, moving home, the My Telstra app, internet and home phone, pre-paid, mobiles, Telstra Mail and more. To see everything you can still get help with, visit our support page.
From 26 February 2025 we won’t offer support for any non-Telstra products you may have - including things like operating systems, emails and office software, social apps, PCs, laptops, data backup and non-Telstra smart devices.
Yes, we’ll send you updates via email, SMS, or direct mail leading up to the end date.
Yes, you can cancel your subscription by calling 13 75 87, however you will not be able to add it back on once cancelled. You won’t be charged any fees for cancelling before the service ends.
The final charge for your Platinum subscription will be in your February bill for the period up to 25 February 2025.
No, not for non-Telstra products. But we’ll still be supporting you with all your Telstra products and services on 13 22 00, at your nearest Telstra store, and online at our support page.
For help with non-Telstra products, try contacting the company you bought it from, talking to a technical support provider or reaching out to trusted family or friends.
You can call us on 13 75 87 up until 26 February 2025. After that, you can call us on 13 22 00.
Interact with Telstra securely through the MyTelstra app. Find out more about how to install and use the MyTelstra app,
If you are a customer in a regional area, you can use the Regional Tech Hub on 1300 081 029.
We also have a range of resources available at Learning Digital that you can work through at your own pace to help you build your digital skills.
The Australian Government’s ‘Be Connected’ program also offers free computer classes across its network of community organisations, including libraries and community centres. To find your nearest provider go to Computer classes near you.
From 01 March 2024, Telstra Platinum is only available for existing customers with existing subscriptions. Services are not available for some devices and software. The cost of any software/hardware is not included in the price of the service and you are responsible for any data charges. Fair Use Policy applies.
Support for faults is part of an included service in your Broadband, Home or Mobile service when purchased from Telstra. Telstra Platinum supports all tech in the home whether from Telstra or not.
Full terms can be found in Our Customer Terms at https://www.telstra.com.au/customer-terms/home-family
The spectrum device and ™ are trade marks and ® are registered trade marks of Telstra Corporation Limited, ABN 33 051 775 556.