Telstra Essential Contacts

If you need to contact Telstra please ring the correct department, it will result in quicker problem solving.  get to know your plan, look on your bill are you a Bigpond or Telstra customer, business or residential.  Bigpond plans are NOT business plans.

Telstra Country Wide have a dedicated website for rural, regional & remote users.

If you have tried to lodge a fault and have a ticket/fault number and limited success in actioning your concerns please fill in the BIRRR form and we can try to escalate your issue with your provider.

TELSTRA FAULTS

Phone: 132999 (for all faults other than RRADIO & NGWL faults).  This number has also been successful for some BIRRR members in reporting a mobile broadband fault –

1800 116 736

Landline Phone                                                                                                                                Report your landline outage using this form.

Radio Phones & NGWL Services
1800 772 346 (1800 R RADIO) or  1800 696 495 (1800 MYNGWL), for customers using radio and satellite services to report service difficulties or faults. There is also a dedicated email address (rradio@team.telstra.com) for online fault reporting.  Please do not let anyone convince you to change the plan on your NGWL device – these devices CAN ONLY be BIGPOND (shaped) plans and by involving billing / business consultants who are often not aware of how this service operates it can cause huge issues with your account.

Satellite
1800 210 027 opt 3 for Telstra Satellite
Telstra are currently not one of the Interim Satellite Providers, if Satellite is the ONLY option available to you for internet services please investigate options for another provider, as the Telstra Satellite plans are extremely expensive and NOT subsidised. 1GB starts at $69.00, 20GB $599.00

Mobile Broadband
BIGPOND: 137663 (remember this is NOT a Business Account)
TELSTRA:  1800 676 442 (Residential)
Account enquiries, Business account holders only should try the Telstra Business Centre.

Telstra Business Centres 
Solutions Specialists at Telstra Business Centres are experts at maximising business data & costs, and are highly recommended to sort out data sharing and mobile plans for businesses. Find your closest business centre here.

Mobile Assurance Team
Mobile Assurance provides support to Pre-Paid, Consumer, Telstra Business and Telstra Enterprise & Government customers. They operate 24/7, and assist customers who are experiencing mobile and wireless service difficulties and faults.
Consumer customers:  132200
Business customers:  132000

Antennas
1800 305 307 For antenna installation and technical support call (select option 4).

Telstra Country Wide Area Managers
These should be your last point of call, only contact after you have actioned with the above numbers and can not get a resolution.

Click here for their current details, or call 1800 067 829.

Footnote:
All information compiled from BIRRR discussions with Telstra and Telstra website and is current as at 27/1/2018

TELSTRA Contacts DOCUMENT prepared by Kristy Sparrow for BIRRR 

Telstra Yagi and Smart Antennas

If you can get some Telstra mobile coverage at your location a Yagi and/or Telstra branded smart antenna may assist you in boosting your signal. Check to see your closest tower here:

FIND YOUR CLOSEST TOWER ~     MOBILE SITE SAFETY    OR    OZ TOWERS

The following information has been provided by discussions with Telstra, other service providers also offer solutions for boosting signal strength, please be aware that these must be registered devices.  It is best to contact your service provider directly.  Illegal boosters carry a large fine as they can interfere with the mobile network.

” It is an offence under the Radiocommunications Act 1992 (the Act) to operate an unlicensed radiocommunications device, or possess this device for the purpose of operation. A person found guilty of this offence may be imprisoned for two years for each offence. A body corporate may receive a penalty of up to $270,000 (1,500 penalty units) per offence (sections 46 and 47 of the Act). Other penalties may apply, such as the interference offence provisions at Part 4.2 of the Act.” ( ACMA )

In Australia none of the carriers cooperate in the manner allowing a Cel-Fi to work across multiple carriers and only the Cel–Fi Pro & Telstra Smart Antenna is currently approved by Telstra for 4G, there are no other 4G repeaters currently approved. What this means is that each Carrier has their own specific model, at the moment only Telstra has a 4G model, if you want to cover multiple carriers, then you need to use multiple models.  A Telstra Smart Antenna OR a Nexitivity Cel-Fi will work on Telstra 4G network.

Older style yagi and smart antennas may be 3G only, if you are purchasing new ones please ensure they are 4G.  The 3G antennas will work on the 4G network (as they use the 3G network which has not been switched when towers are upgraded) however optimal performance will not be achieved.  It is worth remembering that all Telstra towers will be upgraded to 4G over the next few years.

YAGI ANTENNA

A Yagi Antenna is a directionally aerial made of several short rods mounted on a support that transmits or receives a narrow band of frequencies. Some people find an extended mast with a yagi attached can increase signal strength to their property.

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Telstra Statement “A range of external antennas are available that can provide improved coverage for certain mobile devices in areas where coverage is marginal. Even when you’re in an area where handheld coverage is possible, an external antenna solution may also improve the performance of your handset or broadband device.

Yagi or external antennas are most effective when mounted in the ‘line of sight’ of a mobile phone base station, or where the best signal is received. Depending on location and type of antenna used, this can be near a window, building rooftop, pole or other elevated structure. As with all antennas, the general rule when mounting is the higher the better. After the antenna has been fitted, it is connected directly to a mobile device, such as a broadband modem.

Please note: Depending on device capability and available coverage, external antennas can improve 3G and 4G coverage on the Telstra Mobile Network. Not all external antennas allow direct connection to the handset or broadband device. Antenna accessories are only available for selected handset and broadband models. Please refer to the device manufacturer for specifications or visit a Telstra shop for assistance.”

SMART ANTENNA (Cel-Fi Booster)

The Smart Antenna (sometimes called a Cel-Fi Booster) is a device that is installed inside your home to boost the mobile signal indoors.

Telstra Statement “The Telstra Mobile Smart Antenna 4G is now available. This exciting new device is designed to extend indoor coverage for Telstra 3G and 4G/4GX mobile or mobile broadband services in Telstra Mobile network coverage areas. All you need is one spot within your home or office where you can make calls and connect your Smart Antenna 4G device.

More details about these boosters can be found on this page.

Increased coverage can help you to:

  • Make voice calls and access mobile broadband in more areas of your home or office
  • Enjoy more reliable voice calling
  • Experience more consistent mobile broadband data speeds (3G 850 MHz and 4G 700 & 1800 MHz)

This device is suitable for indoor use, for a family residence or small office.

Please note that the performance of 4G devices in 4GX areas will not be improved by using a Smart Antenna 4G device unless a compatible 4GX device is used.

Benefits include:

  • Easy installation: simply plug and play the Network and Coverage unit into a standard 240V power supply.
  • The LCD screen shows you how the Smart Antenna 4G device is working, helping you get the best possible coverage.
  • Seamless coverage as you move between your extended 4G and nearby 3G/4G/4GX network coverage areas.
  • Unlike similar devices, the Smart Antenna 4G device doesn’t need a fixed broadband connection.
  • The Smart Antenna 4G device can help improve your battery life by reducing the need to search for coverage.
  • BIRRR highly recommend using surge protectors with this device, you will need 2 for each power point.

Some smartphones and mobile broadband devices are 4GX-ready. Your compatible device will automatically use 4GX when using the Smart Antenna 4G whenever it’s available. “

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Images Supplied by Telstra

Telstra Antenna & Aerial Contact & Costings:

For antenna installation and technical support call 1800 305 307 (select option 4). They can do desktop studies to see if mobile broadband will work in your area.

ICPA (Isolated Children’s Parents’ Association) Members receive a discount on both the Yagi ($10) and the smart Antenna ($50) to get the discount Consumer customers can ring 132200, Business customers can ring 132000 .

Telstra Smart Antenna device price – $960 (outright) or $40 / month over 24 months using a Hardware Repayment Option (HRO). For Business – MICA monthly payment option.

Telstra Yagi Aerial – Outright purchase $290

Telstra Smart Antenna & Yagi PLUS professional installation – $1830 ($960 + $290 + install $580*)

* Note: customer may be charged extra for excess travel or non-standard installation types. This will be determined by the O2A team who will advise the customer before installation.

Refunds: The customer may be entitled to a refund. If they are getting a refund, they must contact the O2A team on: 1800 305 307 option 4 to organise return of the device and applicable credit.

Footnote: All information compiled from BIRRR discussions with Telstra and Telstra website and is current as at 14th October 2015. 

TELSTRA YAGI & Smart Antenna DOCUMENT prepared by Kristy Sparrow for BIRRR updated 14/10/2015