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Action required! Call us to move to Upfront plans

We're discontinuing our old plans and need to move you to our new Upfront plans. Call us to move your services before they're suspended or disconnected. We've sent you an email or letter with more personalised information with the number that you need to call us on.

What's happening and why?

We've been moving our customers to our new, updated system for many years. We've already moved more than 8 million customers to this system, but you're a part of a small group that we can't move across without you taking some action. This is for several reasons, including missing mandatory customer information or incomplete or conflicting network information on our systems. We would have contacted you via email or letter, asking you to call us so we can connect you to our new system.

If you don't contact us within a certain time, your services will be temporarily suspended. You'll also hear a recorded message asking you to contact us whenever you make a call (excluding 000 calls). Our specialist support team with a dedicated phone number will assist you through the process.

Legitimate changes to your service

We understand that changes to your services can be concerning. However, we want to assure you that these changes are legitimate. We're discontinuing our older plans, and you'll need to contact us at the number listed in the email or letter we've sent you to be moved to the new system. Learn about how to verify if Telstra's contacting you.

Is Telstra contacting you?

Call us for a smooth transition to Upfront Plans

To make sure that your Telstra service runs smoothly, give our specialised team a call on the number listed in the email or letter we've sent you, and we'll help you choose the right plan for your needs. It could be one of the following numbers:

  • 1800 830 012
  • 1800 889 708
  • 1800 810 109
  • 1800 151 815

Moving to an Upfront plan may result in a change in price, data allowance or internet speed. How and when you pay your bill currently, may also change. Talk to our team to learn more about the changes.

What happens if I don't get in touch?

If we don't hear from you by the end date specified in the email or letter we've sent you, your service/s will be suspended. Thereafter, you will be disconnected after a certain date. Please don't leave it to the last minute to call us.

Suspended service

A suspended service means:

For mobile services:

  • You'll only be able to make calls to Telstra and emergency services, including Triple Zero (000).
  • You'll be unable to use data, send or receive SMS and MMS from any mobile services.

For nbn® home phone and internet services:

  • You'll only be able to make calls to Telstra and emergency services, including Triple Zero (000).
  • You'll still be able to access your home internet, but the speed will be slowed to a maximum of 1.5Mb/s, which means that completing basic activities, such as checking your email, may take much longer than normal.
  • You'll be able to receive calls.

For PSTN home phone and internet services:

  • You'll only be able to make calls to Telstra and emergency services, including Triple Zero (000).
  • You will be able to receive calls.

For Foxtel from Telstra services:

  • You won't be able to watch or stream content using your Foxtel iQ box or the Foxtel app.

Disconnected service

If disconnected, you'll be unable to use the affected service/s.

For mobile services:

  • You won't be able to send or receive an SMS, connect to the internet, or receive or make calls using your mobile services. You'll only be able to make Emergency calls to Triple Zero (000).

For nbn® home phone and internet services:

  • You'll be unable to use your home internet or data services.
  • If you're a Fixed nbn customer with a Telstra Smart Modem with mobile backup, and have 4G coverage, you'll only be able to make calls to emergency services, including Triple Zero (000).
  • If you're a Fixed nbn customer with a non-4G backup modem, or a 4G backup modem but not in 4G coverage, you won’t be able to make calls to emergency services, including Triple Zero (000)

Find out more on our mobile backup support page.

For PSTN home phone and internet services:

You won't be able to make or receive calls. Calls to emergency services e.g. Triple Zero (000) also cannot be made.

Note: in limited circumstances calls to emergency services may be supported post disconnection, however if you may need to rely on a working home phone service in an emergency it's important that you get in touch with us as soon as you can.

For Foxtel from Telstra services:

  • You'll lose access to your Foxtel service, including recorded content.
  • You'll be charged an equipment return fee of $300 if your Foxtel iQ box is not returned within 42 days.

What do I do if my service has been suspended?

If your service has been suspended, you can reach out at any time to have your services reconnected.

I’m a Priority Assistance customer – does this apply to me?

Please be assured that, as a Priority Assistance customer, we won't be making any change to your Priority Assistance status.

However, if we've contacted you via email or letter, asking you to call us so we can connect you to our new system, it's important that you get in touch with us on 1800 830 012 as soon as you can. This will allow us to explain what these changes mean for you and to help avoid potential disruption to your service/s. We have a dedicated team to help you, available Monday through Friday, 8am to 7pm AEDT.

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