Your Post-Paid mobile plan is becoming Upfront

The Telstra Upfront Mobile Plan is our new, month-to-month mobile plan. With no excess data charges, the plan includes:

• Unlimited talk and text in Australia to standard Australian numbers
• Data sharing between up to 10 services on an upfront mobile or upfront data plan 
• 30 mins of international calls from Australia and unlimited SMS from Australia to standard international numbers

Changes in how we charge

We've simplified how we charge. Your monthly payment for your service now will be paid on the date you initially started your service at Telstra, covering you for the month ahead.

This means your payment will take place about two weeks earlier than your usual payment date did previously.

You also won't be issued a Telstra bill for this service anymore. Instead, you'll receive a digital tax invoice once your payment has been processed. You'll be able to view your upcoming and past payments, as well as download your invoices using My Telstra. 

Got media services like Netflix or Kayo?

Your subscription payments will be automatically debited each month on the date you initially signed up. This will be different to the date that you pay for your Telstra Upfront Mobile Plan.

If your Apple Music subscription is being billed by Telstra, this will cease when you switch to an upfront plan, and you'll need to set up your Apple Music subscription payment with Apple directly. You won't need to make a new Apple Music account; you'll just need to update your payment details.

What about my other Telstra services?

If you have other Telstra products such as internet, Foxtel or other Telstra mobiles, you will continue to receive a Telstra bill for these. These services will be charged separately, and you'll continue to pay them as you do currently.

Some features will no longer be available on your new Upfront Mobile Plan, such as:

• Voice to Text 
• Caller Tones
  
• Mobile Protect
  
• Telstra Air
• Premium calls and premium SMS

Some features are currently not compatible with our Telstra Upfront Mobile Plan but are planned to be introduced in 2021. These include Telstra One Number, eSIM and Upgrade & Protect for your new phone.

Yes, you'll still be able to make and receive calls as normal on the day of your plan change. We'll let you know once your new plan is ready, and we’ll also send you a digital tax invoice.

Our new plans are no lock in, month-to-month plans, so you can change your plan each month to suit your needs.

Alternatively, you can cancel your service if you're not happy with these changes. If you are paying off a device, any remaining payments will be charged as a lump sum when you cancel. You can find the cost of your device payout in the My Telstra app.  Or contact us and we'll get back to you as soon as we can.

We have selected a Telstra Upfront Mobile Plan based on your current plan but if your needs have changed, you can change your plan after we've moved you.  We also have a range of pre-paid options available should any of our new post-paid plans not meet your needs.

You are free to move to an in-market plan, ahead of your plan change date and can explore these options in My Telstra to find a suitable alternative. As our new Telstra Upfront Mobile Plans are month-to-month you can also change your plan after we have moved you to one more suited to your needs. We also have a range of Pre-Paid options available should any of our upfront plans not meet your needs.

Telstra Upfront Mobile Plans include 30 minutes of standard international calls and unlimited standard international SMS per month. If you need additional minutes, you can simply add an International Call Pack through the My Telstra App, so you can continue to make calls to selected countries.

International call packs do not include calls to the countries listed below. This means once you've used your included international calling minutes, you won't be able to call these countries using your service until the next billing month.

See the full product information for International Call Pack

International roaming is available through International Day Passes and is defaulted to "on" for all Telstra Upfront Mobile Plans. International Day Pass charge is automatically applied when you use your services overseas in eligible destinations. International Day Pass is available for use each day, but you're only charged when you use your service overseas in an eligible destinations. You'll be notified each time International Day Pass is applied and international roaming can be tuned "off" any time in the My Telstra app.

There are also changes to the countries where international roaming is offered.

I don’t want the International Day Pass. Can I just pay for my roaming usage as I go?

The 'Pay-as-you-go-roaming' option is not available with Telstra Upfront Mobile Plans and international roaming is only available through International Day Passes. You can deactivate international roaming at any time in the My Telstra app.

I need more data for roaming – what are my options?

All our International Day Passes include 500MB of data per 24-hour period. You can purchase an additional data pack that will provide a further 500MB of data for use within 30 days of purchase. To be able to purchase and use this additional data you must already have an active day pass, and to use it you must be in an eligible destination.

The international roaming data pack is only available for zone 1 and 2 destinations.

Any existing day pass data you have remaining will be used first before your data pack data.

Are there any other changes to the international roaming on the Telstra Upfront Mobile Plans?

There are now 3 International Day Passes you can purchase, each represented by a zone.

See the full product information for International Call Pack

Once we've completed your plan change, we can't reverse it. As our new Telstra Upfront Mobile Plans are month-to-month, you can change your plan that better suits your needs. See other plans options

We have emailed a summary of the changes to the email address on your account. This contains information about what's changing.

We will move you from your current plan to an equivalent mobile plan from our Telstra Upfront Mobile Plans. All you must do is make sure that you have enough funds on your payment method (that could be on your credit/debit card or in your bank account) and we’ll take care of the rest.

While you have paid upfront for your Telstra Upfront Mobile Plan, you may still have charges from your old plan. These will still have to be settled and we will issue you with a final bill. 

If you have other Telstra products (such as internet, Foxtel or other Telstra mobiles that haven't switched onto a new plan), you'll continue to receive a Telstra bill for these. These services will be charged separately, and you will continue to pay them as you do currently.

To ensure that the transition to your new plan is as simple as possible, we have aligned your plan update to take place on the first day of your billing period. This is same day that you used to receive your bill.

For example:

If your billing period starts on the 7^th of each month, your plan update and payment would've taken place on the 7^th.

So, if your plan update took place on 7 April, the last bill paid prior to your plan update would have been for the billing period 7 March – 6 April.

On our new Telstra Upfront Mobile Plan, you always pay upfront for the month ahead. In this example, the payment made on 7 April will cover you from 7 April to 6 May. And the 7^th will be your new monthly payment date.

You'll still be able to make and receive calls as normal on the day of your plan change. We'll send you an SMS once you’re on your new plan.

You can also check My Telstra and view the details of your new plan once the plan change has taken place.

At the moment, we're only moving post-paid mobile services – so if you have other Telstra products (such as internet, Foxtel or other Telstra mobiles that haven't switched onto a new plan), you will continue to receive a Telstra bill for these. These services will be charged separately, and you will continue to pay them as you do currently. 

We'll let you know as soon as your other services are eligible to move onto our new plans.

If your plan update has been rescheduled, it's most likely that we have experienced a technical difficulty or there may have been another service request on your account that has prevented your plan update to go ahead.

To see if you can change your plan sooner, explore your options.

As all our new Telstra Upfront Mobile Plans require an upfront payment, we need to debit your payment method on your plan upgrade date. We may have been unsuccessful in taking payment as your card may have recently expired, or you may have insufficient funds for the transaction. Check with your bank to ensure that the details of your payment method are correct and we'll try to make your plan change next month. If you have updated your payment details, you can try checking My Telstra to see if you're eligible to move over to a new plan today. 

While our automated plan change may not be able to move you over, you can still check and see if you're able to move yourself by signing in to My Telstra and checking your service.

Unfortunately, we've been unable to move you over to your new Telstra Upfront Mobile Plan at this time. This can be for several reasons. In order to move you over, you need to meet some eligibility requirements, such as having a direct debit, having no overdue bills, and not having any handset repayments. You may have purchased something which isn't currently compatible with our new plans, like Telstra One Number, or signed up additional services. If any of these eligibility requirements are not met, then we're unfortunately not able to move you to our new plan. We'll let you know as soon as you become eligible. 

To see if you can change your plan sooner, explore your options.

We may not have been able to move you due to an unsuccessful payment, where you should have received an SMS. As all Telstra Upfront Mobile Plans require an upfront payment, we need to debit your payment method on your plan upgrade date. We may not have been successful in taking payment as your card may have recently expired, or you may have insufficient funds for the transaction to clear. Check with your bank to ensure that the details of your payment method are correct, and we'll try to make your plan change next month. If you have updated your payment details, you can try checking My Telstra to see if you're eligible to move over to a new plan today.

To see if you can change your plan sooner, explore your options.

Contact us and we'll get back to you as soon as we can.