Telstra Platinum
Tech help.
Online and on call.
Get expert help with your mobile devices,
software and home tech - plus your Telstra
services - online and over the phone.
View Once-off services
Tech crisis? Talk to one of our experts now.
Call 13 75 87
for premium home tech support
Overseas customers +612 9242 0570
Our experts are available 24x7 over the phone and online to help you get your technology working.
We can also help you face to face, in store or in your home. Extra charges apply for a home visit.
Setup your tech
Optimise your tech
Recover your tech
Protect your tech
Spend less time setting up tech
Got a new device or new app? We'll help you set it up fast so you can start using it sooner.
We'll help with non-Telstra tech too
We can help you get all your devices working together - whether they're Telstra or not - on any internet connection including Wi-Fi & Bluetooth.
Do more with your gadgets
Want to get the most out of your technology, or learn how to use a social network? Maybe you want to boost Wi-Fi coverage across your home. Our trained experts can help you over the phone, remotely via secure software or in your home.
Keep your photos and memories safe
We can help you protect your photos, videos and all your important data - whether that's on hard drives or in the cloud.
If something does go wrong and you need to get your files or photos back, we'll help you restore them on your devices.
Protect your family online
Get expert help to protect your computers, laptops and other devices from viruses or malware. We can also help you set up parental protection and accounts to manage your family's access to the internet.
Platinum Once Off Services - No fix, no fee. |
With Telstra Platinum you can choose your level of help according to the type of problem you have. Check out the Support packages below to help you identify your issue, and whether it’s big or small.
We’ll discuss it with you before we start to make sure you select the right level of support.
And we’ll only charge you if we fix it. That’s our Guarantee.
Setup & Optimisation
Connection to Wi-Fi
We’ll help you connect up to 5 internet-ready devices like tablets, laptops, smartphones, TV’s or speakers to your home Wi-Fi network.
You’ll need an active internet service, plus your network name and network KEY or SSID ready.
You don’t need Telstra internet; we can still connect your devices to your Wi-Fi. Data charges may apply
Available over the phone only.
Device or Application Tutorial – 20 minutes
Want some one-on-one coaching to use apps like Spotify, ITunes or Skype for video? Or master software or a gadget? We'll get you up to speed quick smart.
Each 20 minute service covers one app or one device. It doesn’t cover the setup of accounts, data charges or purchasing of any new software.
Available in store or over the phone.
Email Setup
Need help getting your email to work? We’ll show you how to set up your account, personalise your mailbox, and choose the way you receive your email.
This is a full support service covering one individual email account, on one preferred device.
Available in store or over the phone.
Mobile Setup
We’ll set up your new mobile and make sure all the data from your old phone is transferred to your new phone.
You’ll need to back up the data from your old phone before we setup and transfer. If you need help with this, you can take up our once-off “Data Backup” Service.
Service covers one device transfer only.
Available in store or over the phone.
Setup of Peripherals*
Get expert help connecting printers, scanners, monitors, hard drives, USBs and other hardware to your network.
Service covers connections by cable only. It doesn’t cover connecting peripheral hardware to your Wi-Fi.
* Available over the phone only.
Social Media Tutorial – 20 minutes
Find out how to navigate, use and make the most of the features on social media with our personalised 20 minute training.
Service covers one device. It doesn’t include the setup of accounts, data charges or purchasing of apps.
Available in store or over the phone.
Software Setup
Need to install or upgrade software like web browsers or Skype? We’ll make sure your device is compatible and help you with installation.
You’ll need an active internet Service, plus any software already purchased and your files backed up.
Data charges may apply. Service covers one device only. It doesn’t cover software training, or cracked or pirated programs.
Available in store or over the phone.
Tablet Setup
New Tablet? We’ll set it up for you and make sure the data from your old tablet is transferred to your new one.
You’ll need to back up the data from your old tablet before we setup and transfer. If you need help with this, you can take up our once-off “Data Backup” Service.
Service covers transferring data including apps, but not setting up apps or accounts, or buying apps.
Data charges may apply.
Service covers one device only.
Available in store or over the phone.
Recover & Protect
Clear Data on Mobile or Tablet
Get expert help to clear data from your device securely - and permanently. With hardware encryption if you require it.
You’ll need to back up the data from your old phone or tablet before we setup and transfer. If you need help with this, you can take up our once-off “Data Backup” Service.
Service covers one device only.
Available in store or over the phone.
Data Backup
We’ll show you how to back up and protect your precious memories and personal data.
You’ll need an active internet Service, plus any software already purchased and your files backed up.
Service covers one smart device only. It doesn’t cover computers or laptops.
Available in store or over the phone.
Laptop Security Advisory
Get expert advice on how to protect your laptop or computer, including which StaySafe apps and scans will best prevent malicious activity.
Service provides advice only. It doesn’t include downloading or installing any software.
Available in store or over the phone.
Setup Anti-Virus Software
Want to stay safer online? We’ll install your preferred anti-virus software to help protect you from malware and viruses.
You may need to download the antivirus software yourself, and in that case data charges will apply.
The Service covers one device only.
It doesn’t cover data backup.
Available in store or over the phone.
Settings and Privacy Setup
Find out how to use your settings to maximise your protection and privacy while using social media and other accounts online.
To get the most from this Service, make sure your device is setup in advance, with any login details ready.
The Service covers one email account only.
It doesn’t cover setup of new accounts.
Available in store or over the phone.
Setup & Optimisation
Cloud Storage Setup and Assistance
Need to store your data somewhere? We’ll help you get set up with a Cloud Storage solution and show you how it works.
This Service sets up a cloud solution on one device, with synchronisation for up to 3 additional devices.
Available in store or over the phone.
Data Transfer
We’ll show you how to transfer data from one device to another, including how to backup your data.
To transfer data transfer, you may need extra hardware such as hard drives, USBs etc. Make sure you have it ready before you purchase the Service.
Service doesn’t include setup of devices.
Available in store or over the phone.
Initial Network and Wi-Fi Setup*
We can help you find the best position for your modem, then connect up to 5 internet-ready devices your Wi-Fi network.
You don’t even need Telstra internet; we can still set up your network and connect your devices to your Wi-Fi. Data charges may apply.
* Available over the phone only.
Printer Setup
Need help setting up your printer for the first time? We’ll install your network drivers, connect your printer to Wi-Fi and up to 5 devices.
Session covers one printer only. It does not cover any data charges.
Available in store or over the phone.
Recover & Protect
Email Troubleshooting
Can’t receive or send emails? Attachments not attaching? Our expert troubleshooting will send your email problems packing.
This Service covers one email account. It also includes reconfiguring your email account if the problem calls for it.
Available in store or over the phone.
Game Console Support*
Tech issues preventing you from gaming? Our expert troubleshooting and consoles support will get you back in the game.
Although we help with updating your online games, we are not able to troubleshooting the games themselves.
* Available over the phone only.
Email Advice and Clean
Want to avoid suspicious arrivals in your inbox? Our expert advice and clean-up procedures protect you from suspicious activity.
Your email account needs to be setup in advance to make the most of this Service.
The Service covers one email account. It doesn’t cover email setup or backup.
Available in store or over the phone.
Printer Troubleshooting
Printer not talking to your devices or refusing to get onto Wi-Fi? Our expert troubleshooting will help get them all talking again.
We’ll also help connect up to 5 devices to the printer if needed.
Service covers one printer.
It doesn’t cover initial setup or installation of printers.
Available in store or over the phone.
Software Troubleshooting
Computer crashing? Software sluggish? We’ll run a health check on your hardware, software and network connection to iron out any bugs.
Then we’ll help you free up space, optimise file storage and change software settings to speed things up again.
Does not include malicious software removal or operating system recovery.
Available in store or over the phone.
Network Connectivity Troubleshooting*
Having trouble connecting your gadgets to the network? We’ll diagnose the problem so your devices can jump online again.
We’ll also help you connect up to 5 gadgets to your Wi-Fi.
* Available over the phone only.
Website Support*
We’ll help you navigate the web, fill in and submit online forms, even sort and create images for an online photo book and printing Service.
* Available over the phone only.
Setup & optimisation
Port Forwarding*
We’ll help you port-forward any device you choose. You’ll need to make sure you have an active internet connection before we start.
The device you want to port forward must also be setup and connected to the modem it’s being port forwarded through.
* Available over the phone only.
Laptop Setup
Let us help you set up your new laptop or computer so you can start enjoying it sooner.
You’ll need to make sure any software that has to be installed is already purchased before we start.
Service is for one laptop only.
Available in store or over the phone.
Smart Home Setup*
Bought a Smart Home kit or smart home devices but not sure how to set them up? Our experts will get you sorted quick smart.
Make sure you’ve downloaded any apps for the device and unboxed and powered up any devices before we start.
Service does not include setup of accounts, data charges or buying any apps.
* Available over the phone only.
Recover & Protect
Clear Data on Laptop
Saying goodbye to your old laptop or computer? Get expert help to clear all your old data securely - and permanently.
Service covers one device only. It doesn’t cover any re-installation of operating systems.
Available in store or over the phone.
Device operating system recovery
Computer or laptop not operating? Get expert help to get your operating system back up and running.
We’ll also cover reinstalling software if required.
If your device has been damaged or severely affected by virus or malware, we may not be able to recover everything. We’ll advice you on likely causes and what you can do next.
Available in store or over the phone.
Laptop health check and tuning
Not getting peak performance from your laptop? We’ll run a full health check and tune to bring it back to its best.
Service also covers registry clean-up, removing unused software and files, and de-fragging. It doesn’t include virus scans or removals.
Available in store or over the phone.
Microsoft Office recovery*
Software on a go-slow? We’ll help you re-install Microsoft Office to your computer or laptop and get things back up to speed.
Make sure you have access to the Microsoft Office software before we start.
Service covers one device.
* Available over the phone only.
Malicious software removal
Think you’ve got unwanted guests on your device? We’ll scan for, identify and remove Malware, Viruses, Phishing and other malicious programs.
Service covers one device only. It doesn’t cover the installation of anti-virus software.
Available in store or over the phone.
Telstra Platinum services
We know everyone has different levels of tech expertise, and needs different types of help. Whether it’s a sudden IT crisis that you have to fix now, or you want peace of mind with 24/7 tech support, we can help.
Support with Faults is part of an included service in your Broadband, Home or Mobile service. When you have Platinum you get support for all tech in the home, as well as if the issue is about an underlying Telstra product, we'll sort that out too.
We work with all major brands and devices, and the list is constantly growing. Plus our No fix No fee guarantee means that if we can’t help you, we won’t charge you.
Telstra Platinum Remote Service |
$10
Per month for 12 months Min cost $120 Call or chat online 24/7 to get expert help whenever you need it, whatever your problem. Call or chat with us as often as you need. |
Telstra Platinum Subscription |
$15
Per month for 12 months Min cost $180 Get in-person tech support at your nearest Telstra shop during trading hours. Or chat with us online or call 13 75 87 anytime, day or night. Visit, chat or call as often as you need. |
Set IT Up & Optimise - In home |
Let us get your new modem, tech or up to five internet-enabled devices connected to your home network. Our Platinum technicians can also offer expert help to ensure your home broadband and Wi-Fi are working the way they should, so that you enjoy optimal coverage and more consistent speeds at home. Choose to pay upfront, or spread the cost over 12 equal-monthly repayments Select option
|
Support IT - In home |
We'll investigate and solve an issue for you, such as slow computers, removing a computer virus, or fixing a connection problem. Choose to pay upfront, or spread the cost over 12 equal-monthly repayments.
Select option
|
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What does Telstra Platinum cover?
Bought your own gear? No problem, we take expert care of non-Telstra devices too
TV & Streaming Services
Watch what you want, when you want. 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 keep them out with Telstra protection services or 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.
Computers & Software
We’ll keep your computer running at its best speed with the latest software and printer connectivity, so you can focus being your productive best.
Mobiles & Tablets
Our experts can sync your mail, calendars, and photos for Apple, Samsung or any brand of android smartphone or tablet.
Smart Home
Let our experts help you set up your Smart Home to control lights, appliances and thermostats remotely with the Smart Home app.
Learn with Telstra Platinum
Protect yourself from cybercrime with 2-step verification
Give cybercrime the old 1-2 by adding a verification code to your password.
Preserve home videos by converting them to digital files
How to convert those old VHS tapes into digital files that you can watch and share forever.
What can I use Bluetooth for?
Find out how to get your everyday devices talking to each other and make the most of hands-free living with Bluetooth’s short range connectivity.
Existing Telstra Platinum customers
Support: 13 75 87
Remote Login
If you’re already a Telstra Platinum customer, your Platinum
technician may ask you to log in using this portal when helping to solve your issue.
Questions about Telstra Platinum? We can help
Call Platinum support
Call 13 75 87 24x7 for technology support with patience, advice and support for all your technology needs.
Things you need to know
Telstra Platinum® is available for eligible Telstra customers only. 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. In-home services are not available in all areas. If you change or cancel an in-home service, you need to give us 24 hours’ notice, otherwise you’ll be charged a $99 cancellation fee.
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.