Using Remote Access
to solve tech issues

28 Jun 2018

What is Remote Access?

Remote access can either refer to accessing a computer system from a remote location, like when workers access data or resources from outside a central work location such as an office. Or, it can be when technical support organisations, like Telstra Platinum, use a remote access program to connect to your computer and help answer questions or resolve problems with computers or software. And this type of remote access is what we focus on in this article.

Is Remote Access safe?

Programs that can remotely connect to your computer can be safe, but like all things, there are methods to use remote access programs maliciously. Some misuses of remote desktop tools might be to steal your information, delete files from your computer, or install other programs without your knowledge.

Fortunately, there are a couple of things you can do to make sure a remote desktop program doesn't have access to your computer.

• Deactivate or uninstall remote access programs once you have finished using them.

Telstra Platinum technicians use the remote access program ‘LogMeIn’ to connect to your computer. It is not one that sits on your computer waiting for connection requests – to activate it you always have to enter a pin generated by an agent.

So when you have finished working with Telstra Platinum, you don’t need to uninstall or deactivate this program, simply disconnect your LogMeIn session. You can do this by either closing the LogMeIn window or pressing the red X that says “End Session” when you hover over it.

• Another great defence against malware, whether delivered over remote access programs or other ways, is to have an antivirus program installed.

There are many programs available and eligible Telstra customers can use Telstra Broadband Protect which helps protect every device connected to your Telstra home broadband from websites hosting known malware, malicious content, scams and viruses.

Why does Telstra Platinum use Remote Access?

If a Telstra Platinum technician can take control of your mouse and be able to do things for you to help solve issues, like dealing with viruses or restoring settings in software programs, you’ll find it a quick, easy and convenient way that we can help you over the phone.

We also appreciate that your time is important and sometimes you don’t want to know how to fix something, you just need it fixed as quickly as possible. Using remote access helps technicians do it for you.

Benefits of using Remote Access for tech help

There are several other benefits of using remote access:

1. Many tech issues can be resolved with help over the phone
2. You don’t have to take your computer into a repair shop or to a technician
3. You can see what is being done on your computer
4. You can get help with your issue without compromising your privacy.

You don’t have to schedule time to get something fixed, as remote access can be used at any time. Telstra Platinum provides over the phone and online services 24 hours a day, 7 days a week.

Limitations of Remote Access for tech help

There are some limitations with remote access for solving computer issues:

1. If your computer has a hardware problem, then it might not be possible to fix remotely
2. To use remote access programs you need to have an internet connection.

How do I know I am talking to the Telstra Platinum team?

If you are a Telstra Platinum customer you can contact us anytime for professional tech support. 

Telstra Platinum may call you proactively to check in on you and offer our assistance to keep your tech optimised and keep you safe online. If you do receive a call from someone stating they are from Telstra or Telstra Platinum, and you are suspicious of the caller’s intention, a good tip is to ask for the caller’s employee ID number then hang up. You can then contact Telstra or Telstra Platinum to verify with an agent if that call was legitimate. The agent can check the notes left on your account to confirm if a call was made from a Telstra employee.

Contact us if you'd like to get in touch with a Telstra Platinum technician.

Telstra also has advice here on how to know if it really is Telstra calling you.

How do I use Remote Access with Telstra Platinum?

The program Telstra Platinum uses is called “LogMeIn”.

The first time you use it, your Telstra Platinum technician will ask you to find the program on the Telstra Platinum page and download it to your Windows computer.

You can save it to your desktop as a shortcut, or just open the program from your program list called Telstra Platinum.

The icon will look like this: