My Online Services

• How do I register with Telstra Online Services?
  If you are a Small Business customer, register at www.telstra.com and apply for access with a telstra.com or BigPond username and password.
  
  If you are a Medium Business customer, register at Telstra's BizOnline and apply for access with either a digital certificate or a Telstra Business ID and password.

• Visit Telstra.Com Homepage
• Telstra BizOnline Registration

• What are the system requirements for using Telstra Online Services?
  Telstra supports the following operating systems and browsers:
  
  Windows PCs
  For Windows-based computers (Windows 95/98/Me/NT/2000), you need:
  

• Microsoft Internet Explorer version 4.01 or later*
• Netscape Navigator/Communicator versions 4.06 through 4.74*

• Netscape Navigator/Communicator version 4.7*
  (Please note Internet Explorer for Mac OS does not support digital certificates.)

*excludes pre-release browsers

For your browser to download your digital certificate, it needs to have Visual Basic Script installed. This is a standard option on the browsers specified above. Older versions of Internet Explorer and Netscape Navigator/Communicator may not have Visual Basic Script installed. We therefore recommend you upgrade your browser to one of the versions specified above, before proceeding with the registration process.

• What is a Telstra account number?
  To register with Telstra Online Services, you can use any Telstra residential or business phone account or mobile phone account number. Your account number appears in the top right-hand corner of your Telstra phone bill.

• What is a Business Identifier?
  A Business Identifier is used to identify a business or government to which an individual user is associated. It is system generated as part of your registration and it is required for access to Telstra Online Services.

Note: the Business Identifier must be entered in lower case.

• What is the Telstra online personal identification number used for?
  A personal identification number (PIN) is used once to complete your online registration. When your digital certificate has downloaded onto your computer or you have completed your username and password registration, your PIN is no longer necessary. PINs expire 21 days after your initial application so it is important for security reasons that you use your PIN as soon as you receive it.
  
  
• What happens if I lose or forget my PIN?
  If you lose or forget your PIN, you can get a new PIN issued to you by phoning 1800 017 715.
  
  
• What do I do if my PIN has expired or doesn’t work?
  If your PIN has expired or doesn't work, you can get a new PIN issued to you by phoning 1800 017 715.

• What is a username?
  A username is a unique name you use for logging on to Telstra Online Services.

1. A username must be between two and 32 characters long
2. A username can include combinations of alpha and numeric letters, lower and upper case letters, hyphens, numbers, underscores and full stops (but not two or more full stops together).

• What is a password?
  A password is a word, number, or combination of letters and digits that allows Telstra to verify your identity when logging on to Telstra Online Services. Your password allows you to ensure that only you can log on to access this information.
• Choose a password that is easy for you to remember, but difficult for others to guess.
• Don't choose a password you have used before or are using now for access to something else.

• What if I already have a Telstra.com or BigPond username and password?
  If you have a private Telstra.com or BigPond account you can continue to use these applications.
  
  The difference between your private and business username and password is that one is used for personal use and your business access is for business use.
  
  If you have an existing business Telstra.com or BigPond account, you can continue to use these within your existing business but you will need to create a new user name and password for access to Telstra Online Services applications.
  
  
• What happens if I forget my username or my password?
  If you have forgotten your password you can select the 'Forgotten your password' link. This is conveniently located close to the field where you must enter your password. Selecting this link will take you through to a screen where you will be prompted for the answers to your secret questions.
  
  Alternatively you can telephone 1800 017 715.
  
  
• Does my password expire?
  Yes. Your password will expire within a defined period.
  
  
• What security measures has Telstra put into place to protect username and password users of Telstra Online services?
  Telstra uses industry-standard 128-bit SSL encryption technology to protect the security of your private information, including your account details and your password. This technology makes it extremely difficult for anyone to break into our systems and ensures that communication between Telstra and our customers is secure. A username and password are used to authenticate your identity when you attempt to access secure information or authorise requests. To protect your information, it is important you don't share your username and password with anyone.

• What is a digital certificate?
  A digital certificate is a piece of software designed to protect your privacy and represent your personal identity on your computer. Digital certificates are encrypted for secure transmission. Digital certificates ensure that your details are kept private and secure.
  
  Your digital certificate is downloaded to your computer through your browser and is coded with your Telstra account details. Any time you wish to access private information or a secure application, you will be prompted to prove your identity using your digital certificate.
  
  
• Why do I need a digital certificate or username and password to access my Telstra Online Services information?
  Some of the Telstra Online Services features, such as Calls Yet To Be Billed and Online Bill, have several advanced functions that include showing details of the calls you have made on your service since your last bill was issued. The digital certificate aims to ensure that the exchange of sensitive and private information between your computer and Telstra is secure. Furthermore, the digital certificate confirms the identity of both your computer and Telstra.
  
  
• What are the differences between using a digital certificate and a username and password to access my information and products?
  
  Number of users allowed access
  Digital certificates allow you to delegate and manage access to other users, for example other people in your company. As the company authorised representative you can create company administrators or company users.
  
  A username and password can be used to delegate access to your details to other users, for example other people in your company. This means that more than one person from your company will have access to your account information with this option. You can create additional users with a username and password.
  
  Portability
  Portability refers to the ability to transfer use of your access from computer to computer. You can use your digital certificate on another computer, but you need to export your digital certificate from the browser on your current computer and import it to the browser on another computer.
  
  You can use your username and password on more than one computer. This is done simply by logging in to Telstra Online Services with your username and password on a different computer.
  
  Browsers supported
  Restrictions apply to browsers that are compatible for use with digital certificates: Windows users need Windows 95/98/Me/NT/2000/XP and either Microsoft Internet Explorer version 5.0, 5.5 or 6.0 ^# or Netscape Navigator versions 6.2 or 7.01 ^# . Macintosh users need Netscape Navigator version 6.2 ^# or Microsoft Internet Explorer - version 5.1.3 ^# . For your browser to be able to download your digital certificate, it needs to have Visual Basic Script installed. This is a standard option on the browsers specified above. Older versions of Internet Explorer and Netscape Navigator may not have Visual Basic Script installed. We therefore recommend you upgrade your browser to one of the versions specified above, before proceeding with the registration process.
  
  To support username and password access, Windows users need Windows 95/98/Me/NT/2000/XP and either Microsoft Internet Explorer version 5.0, 5.5 or 6.0 ^# or Netscape Navigator version 6.2 or 7.01 ^# . Macintosh users need Netscape Navigator version 6.2 ^# or Microsoft Internet Explorer version 5.1.3 ^# .
  
  # Excluding pre-release browsers.
  
  Range of product access
  You can use your digital certificate or username and password to access your online account information and associated products, such as Online Bill and Calls Yet To Be Billed.
  
  
• How do I change my username and password to a digital certificate?
  If you replace your user name and password access for a digital certificate, your user name and password will be revoked. Any other additional users will also lose their Telstra Online Services access.
  
  To replace your username and password with a digital certificate, please phone 1800 017 715.

• Registration

• Will I lose any information if I change from digital certificate access to username and password access?
  If you replace your digital certificate with a username and password, your digital certificate will be revoked, as well as any company administrators or company users you may have created. You and any other company users will no longer have access to your online account details with digital certificates until your new username and password and Business ID have been established.
  
  Note: Choose your initial selection carefully; a change to access could be disruptive to your other business users. Please contact Telstra's Online Services team for advice on updating your access by phoning 1800 017 715.
  
  
• Will I lose any information if I change from username and password access to digital certificate access?
  There are some products available through digital certificate access only. Please ensure you check product access availability via Telstra Online Services 1800 017 715 before undertaking a change of access.
  
  
• Can I change my access option at any time?
  Yes. You can swap your digital certificate for a username and password at any time it suits you. This change may require reapplication of online credentials.
  
  
• Why do digital certificates need names?
  Giving your digital certificate a unique name such as 'Telstra Certificate 1', 'Office' or 'My fixed line' allows you to differentiate between other Telstra certificates you may create in the future. It provides an easy way to identify your certificates if you have several certificates or need to contact Telstra.
  
  
• How do I create a backup of my digital certificate?
  To make a backup of your digital certificate you will need to export it to another location on your computer, an external drive or USB memory stick. The digital certificate can then be imported from wherever you have stored it. It is a good idea to keep a copy of your digital certificate in case you lose it from your hard drive.
  
  
• How do I use my digital certificate on another browser?
  Digital certificates are stored by your browser. To use your digital certificate on another browser you will need to export it and then import it onto the other browser. Please note that if the original digital certificate has been downloaded into an Internet Explorer browser, you can only export it to another Internet Explorer browser. The same applies for digital certificates downloaded into Netscape browsers. You cannot import a digital certificate from Internet Explorer to Netscape, or vice versa. This is because the digital certificates are in different formats for each browser type.
  
  
• What happens if I lose my digital certificate?
  Your digital certificate is stored on the hard disk drive of your computer, making it quite difficult to lose. However, if you do lose access to your digital certificate (for example if your hard drive fails) you have two options:
  
  • If you made a backup of your digital certificate, import the saved version of your digital certificate onto your computer. You do this by going to where you have stored the digital certificate, double clicking the certificate icon and following the prompts.
  • If you have not made a backup of your digital certificate you can request to replace it online by clicking here.
  
  You will need to answer secret questions you created when you downloaded your original certificate, as well as the Telstra account number you originally applied with.
  
  
• Does my digital certificate expire?
  Yes, digital certificates have strict time limits. This provides an additional level of security and ensures that your account details remain up to date. Telstra digital certificates have a three-year lifetime from the date of issue. When your digital certificate is about to expire, we will notify you to re-register. If your digital certificate has expired and you obtain a new one, we suggest you delete your old one from your browser.
  
  
• How do I delete my expired digital certificate from my browser?
  
  Using Internet Explorer 5.0, 5.5 and 6.0:

1. Select Tools, then Internet Options, then Content, then Certificates.
2. Select the certificate you want to delete, then click Remove.
3. Click Yes in the pop-up box to permanently delete the certificate.

1. Select Edit, then Preferences, then Privacy and Security, then Certificates.
2. Select the certificate you want to delete, then click Delete.
3. Click OK in the pop-up box to permanently delete the certificate.

• Where is my digital certificate stored?
  Your digital certificate is stored on your computer hard disk drive within the browser you used to download it. You can only view your downloaded certificate through your browser.
  
  To view your digital certificate, within an internet session, for Internet Explorer select Tools, then Internet Options, then Content, then Certificates. For Netscape Navigator Select Edit, then Preferences, then Privacy and Security, then Certificates, then Manage Certificates. You should see a record of your digital certificate here.
  
  
• How do I import a digital certificate?
  
  Using Internet Explorer:

1. Select View Tools, then Internet Options, then Content.
2. Select Certificates.
3. Select the Import button. You will be presented with an Import Wizard to help you through the process.
4. You will be prompted to enter a file location where your certificate to be imported is currently stored.
5. You will be prompted to enter a password.
6. You will be prompted about the certificate store. Continue with the default store setting. This will now import the nominated certificate into your Internet Explorer browser.

1. Select Edit, then Preferences, then Privacy and Security.
2. Select Certificates, then Manage Certificates.
3. Select Restore.
4. You will be prompted to enter a file location where your certificate to be imported is currently stored.
5. Select the certificate to be imported. This will now import the nominated certificate into your Netscape browser.
6. You will be prompted to enter a password.

• How do I export a digital certificate?
  
  Using Internet Explorer:

1. Select Tools, then Internet Options, then Content.
2. Select Certificates and identify which certificate you want to export.
3. Highlight the certificate you want to export, then select Export. You will be presented with an Export Wizard to help you through the process.
4. You will be prompted about exporting a private key with your certificate. Select export the private key.
5. You will be prompted about the export format of the certificate. Continue with the default format setting.
6. If you opted for a private key you will be prompted to create a password to protect your certificate. Enter a password. (The password is case sensitive.)
7. You will be prompted to enter a file name. Select a drive or folder and enter a file name to save your certificate in your nominated location.

1. Select Edit, then Preferences, then Privacy and Security.
2. Select Certificates, then Manage Certificates.
3. Highlight the certificate you want to export.
4. Select Backup, and follow the prompts.

• What if I have more than one digital certificate for Telstra Online Services stored on my computer?
  If you have more than one digital certificate stored on your computer, each time you access private information you will need to specify which certificate you wish to use. A pop-up box will appear that contains all the digital certificates listed in your name on your computer.
  
  
• What security measures has Telstra put in place to protect digital certificate users of Telstra Online Services?
  Telstra currently uses digital certificates to enhance the security of your private information. Digital certificates are used to authenticate your identity when you attempt to access secure information or authorise requests. Digital certificates use industry-standard 128-bit SSL digital encryption technology that makes them extremely difficult to break into. This ensures that communication between Telstra and our customers is secure.

• What is a cookie?
  A cookie is a small amount of textual information that is temporarily stored in the browser on your computer. This information can be retrieved for reference to future browser activity. Telstra uses cookies to make travel around Telstra Online Services easier for you. We use cookies to let us know you have already logged in. This means you only have to log in once in a single session, instead of logging in every time you use a different Telstra Online Services application or product within a session. The information stored in cookies is encrypted to protect your privacy and is only meaningful to Telstra.
  
  The cookies on your browser are generally enabled by default; however, if you are not sure, we recommend you check your browser settings.
  
  
• How do I enable the cookies on my browser?
  
  Using Internet Explorer 5.0, 5.5:

1. Select Tools, then Internet Options, then Security, then Custom Level.
2. Scroll down the list until you see a section titled Cookies.
3. Select Enable for cookies that are stored on your computer and per-session cookies (for IE 5.0).
4. Click OK on Security settings.
5. Click OK on Internet Options.

1. Select Tools, then Internet Options, then Privacy, then Advanced.
2. Select settings to be Medium or Medium High.
3. Click on Default, Apply, then OK.

1. Select Edit, then Preferences, then Receiving Files
2. Under Cookies, select Accept all cookies.

1. Select Edit, then Preferences, then Privacy and Security.
2. Under Cookies, select Enable all cookies

• Can I update my account details?
  Yes. To add another account to your Profile information, navigate to the Accounts and Services tab on your Telstra Online Profile. Once you have updated your account details, Telstra will check the details entered and add the new account number.
  
  If you are a company administrative or company user please contact your managing support user to update your accounts and services profile if they cannot be located.
  
  
  
• How do I update my contact details?
  To update your contact email address, daytime phone number, mobile phone number and job title, use the User Details tab on your Telstra Online Services Profile. From there you will be guided through the process.
  
  
  
• Can I give other people access to my Telstra Online Services information?
  Yes. Giving other people access to your Telstra Online Services information is convenient if you want your fellow employee, for example, to have access to these details. Go to your Telstra Online Services Profile and select the Manage Your Users tab.
  
  
  
• How do I allow another person to create and manage additional users on my behalf?
  You can request the creation of an additional user with the Telstra Online Services Manage Your Users page.
  
  
  
• How can I update my product access?
  Use the Product Access tab on your Telstra Online Services Profile. Select the product you wish to gain or discontinue access to and update your profile.
  
  
  
• Can I search for a specific account number or service number without having to scroll through the full listing?
  Yes. There is a search feature on your Telstra Online Services Profile, under the Account and Services tab. Select to search either by Account Number or Service Number, enter the appropriate number in the appropriate box supplied, and select the Search button.
  
  A successful search of an account number will display the account number and all its associated service numbers. A successful search of a service number will display the service number and the account number it is associated with.

• Will closed accounts still show on the billing accounts screen?
  Yes, as long as they are still included in the user’s hierarchy. A future release will implement an inactive icon indicating if the account is inactive.
  
  
  
• Why does my account balance show ‘Data Pending’?
  If a ‘Data Pending’ message is displayed in the Current Balance column, the browser attempts to retrieve the real-time account balance value after the page has finished loading, and replaces the pending message with the value. If the real-time account balance cannot be retrieved for an account, an ‘Unavailable’ message is displayed.
  
  
  
• How current is my account balance amount?
  The current month's bill reflects a real-time balance.
  Please note, if you have recently made a payment, this may not yet be reflected in your current balance.
  
  
  
• When I view my list of accounts online, one of my accounts is not listed. How do I add another account to be able to view it online?
  You can manage your account using the Agreed Accounts screen under Admin in Online Bill. You have the choice to add or remove accounts. Once you request a new account to be available in Online Bill, it will require Telstra's approval before it is viewable online.
  
  
  
• How do I delete accounts that I do not want to access online?
  If you are viewing accounts that you do not want online, use the Agreed Accounts screen under Admin, highlight the account and select Remove. When you remove an account, it will still be available to request again in the Agreed Accounts screen.
  
  
  
• How do I find out which services are included in this bill?
  In the Bills screen, select the appropriate bill by choosing the account number and bill issue date. From this screen, click the Service List tab. A full list of services will display along with the associated cost of that service.
  
  
  
• How do I download my bill?
  All bills will contain a download link located at the top of the page; once selected, you are prompted to select CSV or XML as the download format. In Online Bill, screens that are printable will contain a download link located at the top right corner of the page. Users can download the data in a CSV or XML format.
  
  
  
• I am having problems downloading the bill data, who should I contact?
  Phone 1800 637 745 (Monday to Friday 8am–5pm AEST).
  
  
  
• What do I do if I have an enquiry regarding my bill?
  You can either call 1800 637 745 (Monday to Friday 8am–5pm AEST), or go to the Contact Us page from Online Bill and forward us the details of your enquiry.
  
  
  
• Will I have a copy of previous bills online to view?
  No, you will not have a copy of your old bills prior to enrolling for Online Bill. You will, however, start to accumulate a history of your bills online from when your next bill is issued.
  
  
  
• Can I turn the posted bill off now that I have Online Bill?
  Yes, you can turn your posted bill on and off, when you choose. You have the choice to receive your bill electronically or have a posted bill and an Online Bill delivered. If you are receiving your bill online, it is very important to make sure you keep your email address up to date. To ensure that we can continue to keep you informed about your bill, please let us know if your email address has changed, by visiting the Customer Admin tab.
  
  
  
• Can I get a paper copy of a previous bill?
  Yes, while viewing the bill in Online Bill, you can print the tax invoice. You can view up to the last 12 months of bill information.
  
  
  
• Can I send the bills to other people in my organisation?
  Yes. You can download the bill (refer to 'How do I download my bill?' above). Then email your spreadsheet to other people in your organisation. Alternatively, you can give other people access so they can view the bill online (refer to 'What are User Privileges?' for more information).
  
  
  
• How do I view a current bill?
  To view a current bill for a specific account select the Bills screen and choose the account number and bill issue date.
  
  
  
• How do I allocate amounts to cost centres?
  Cost will be allocated according to the Billing Accounts and Services hierarchy. If you choose to create your own organisation structure using a custom hierarchy, the cost will be reflected in the respective area of the hierarchy where the account or service is assigned to.
  
  
  
• How do I edit cost centres?
  To add or edit your cost centre, select the Admin screen, Custom Hierarchy tab and expand the cost centre that you want to add or edit. You can create a new cost centre by clicking the Folders tab. You can edit a cost centre by clicking the respective cost centre and updating the details in the right-hand pane.
  
  
  
• How do I stop a copy of the bill notification being sent to other users?
  Primary Users and all users with Bill Due Notification access will receive bill notifications. If you are the Primary User or a User with Edit Privileges of Others, you can stop a copy of the bill notification from being sent to other users by accessing Personal Notification in the Admin screen, and clicking the appropriate check boxes.
  
  
  
• Why do I receive an email regarding my bill?
  Telstra sends you an email so that you know your Online Bill is available to be viewed and paid. We send an email to the Primary User and any other users nominated to receive it, every time a bill is ready to be viewed.
  
  
  
• What happens if I do not receive an email when my bill is due?
  You should verify that we have your correct email address. If your email address appears incorrect, then please update it by going to the Notifications tab in the Admin screen, where you can update your contact details.
  
  You can still access your Online Bill, even if you have not received an email notification.
  
  
  
• How do I stop receiving bill notification emails?
  While you are enrolled in Online Bill, the Primary User will continue to receive email notifications whenever a new bill is available to be viewed. Bill notification can be stopped by updating the details in the Notification tab in the Admin screen.
  
  
  
• When bills become available for viewing, who will receive the email notifications?
  Telstra will send email notifications to the Primary User and any other users nominated by the Primary User. The user details are recorded in the User Privileges section of the Customer Administration tab.
  
  
  
• What triggers a notification?
  Three events can trigger a notification.
• Bill arrival – when the online bill becomes available to view
•  Payment due – two days before the bill due date, if full payment for the account has not been processed
•  Late payment reminder – four days after the bill due date, if full payment for the account has not been processed
  
  
  
• I paid my bill but still received a late payment reminder?
  A notification will be sent out if you have elected to receive late payment reminder notifications and our system has not processed payment in full. There may be a delay in processing payments. If you have paid your bill in full, please disregard any late payment reminder notifications we have sent you.
  
  
  
• Can I select different notification options for different accounts?
  Yes. Notification options can either be selected for all accounts or for individual accounts by using the Account drop down box and clicking the Go button on the Notification Options screen.
  
  
  
• Why do I need an EFT ID?
  You need an EFT ID so Telstra can identify who is making a payment notification using EFT. Once you have paid your bill, Telstra will then be able to reflect this change in your account balance.
  
  Please note, only the Primary User and Users with Edit Privileges of Others can request and receive the EFT ID. This may then need to be passed on to the User with Payment Notification Access.
  
  
  
• An error is appearing when I enter my EFT ID. Who should I contact?
  Please contact the EFT team on 03 9669 2228 (Monday to Friday 8.30am–4.30pm AEST).
  
  
  
• Do I make my EFT payment before or after completing my online EFT notification?
  You need to complete the EFT notification before making a payment. Select the Payment tab. Enter the amount you wish to pay for each bill. You will then be asked to enter your EFT ID. Your payment notification file confirmation will then contain a reference number. This reference number should be quoted when making payment enquiries to Telstra.
  
  Customers can then use internet banking software or bank transfer to electronically transfer the total payment to the Telstra bank account number.
  
  
  
• What is EFT?
  EFT stands for electronic funds transfer and refers to the notification given to Telstra advising which accounts and bills make up the total payment transferred by internet banking software or bank transfer.
  
  Each customer is issued with an EFT ID which must be stated at the time of making the payment transfer. The EFT ID assists in identifying which customer has made a particular payment.
  
  
  
• I made a payment this morning but the account balance does not reflect it, why?
  Payments can take up to 48 hours to be fully processed and the account details updated
  
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• How can I nominate the amount I want to pay for an account or bill?
  When making the payment, you can select the amount you wish to pay in the Payment Amount field. Overdue bills should be paid in full and will only allow the full payment amount to be entered in the Payment Amount field.
  
  
  
• Why can't I change the amount to be paid against an account?
  You can change the amount you wish to pay for a particular bill in the Payment Amount column. However, you still need to make sure all outstanding amounts are paid by the due date. Late payment fees may be applied to any accounts that remain outstanding after the due date.
  
  
  
• What if I don't want to pay all outstanding bills?
  You do not need to pay all outstanding bills at once. You can nominate the bills and payments you would like to make at any given time.
  
  However, you still need to ensure that all outstanding accounts and payments are made before the due date of the bill. Late payment fees may be applied to any accounts which remain outstanding after the due date.
  
  
  
• Can I find out if any of my accounts currently have outstanding balances?
  Yes, you can find out if any of your accounts have an overdue amount owing. This information is available from the Payment screen; any outstanding accounts will be highlighted in red.
  
  
  
• Can I make a (EFT) payment notification?
  You can only make a payment notification if you have been assigned an EFT ID. An EFT ID is a unique identifier that is required in order to notify Telstra that you are planning to make an EFT payment.
  
  EFT IDs are provided to customers when they register for Online Billing. The Primary User visits the Customer Admin pages and requests an EFT ID. This ID will take about five business days to be issued.
  
  
  
• Why can't I access the Payment tab?
  To view the payments screen, the administrator will need to grant you pay access. Please refer to 'What are user privileges?' for more information.
  
  
  
• What is a payment notification?
  A payment notification allows you to nominate the accounts and bills that you are planning to pay, and the amounts that you want to pay in relation to those accounts and bills.
  
  Upon completion of the payment notification process, you will receive a reference number that you can include when you make the transfer using your internet banking software so that the transfer can be tracked.
  
  The payment notification service does not actually result in any payment being made to Telstra. It simply creates an electronic record of the accounts and bills you are paying for reconciliation with the amount you are electronically transferring.
  
  
  
• Can I view the payment history?
  To view a list of previous payments, select the Payment History tab from the Payment screen.
  
  
  
• Why is the payment amount sometimes different to the account balance?
  Under Payments, the account balance is in real time and is the most accurate figure indicating your current account balance. The List of Bills screen shows the amount of the bill at the time the bill was issued. There may be amounts outstanding or payments made that could result in the account balance being different to the sum of the bills.
  
  Unless you want to nominate specific bills or amounts to be paid, please select the account for payment, rather than the bill, to ensure accuracy.
  
  
  
• I changed tabs while making a payment notification. Where did my details go?
  All entered details will be lost if you change tabs while making a payment notification. Please complete the payment notification before you access other tabs in Billing and Payments.
  
  
  
• Will my Service Delivery Team know what changes and payments I have made online?
  Yes. Changes and payments (after you have made payment using your banking software) will be reflected in all Telstra billing systems. Please note, all payments made may not be reflected immediately in your Online Bill or by your Service Delivery Team. Any content enquiries you make online will be directed to your Service Delivery Team to resolve.
  
  
  
• How do I assign users to points in the hierarchy?
  If you are the administrator for your organisation, you can assign or unassign users to points in the Hierarchy. From the Admin tab, select the Hierarchy point. Expand the Hierarchy so you can see the Users tab; from here you can locate the individual person to assign or unassign.
  
  
  
• Why can't I see the whole page on my screen?
  This site is best viewed in 1024×768 screen resolution.
  
  
  
• What can I print?
  There are several printing options available for you from the Download/Print option when viewing the bill or making payment. You can download the Service Summary data in CSV, XML, and PDF formats.
  
  
  
• Can I see which functions I have access to?
  Only the Primary User or Users with Edit Privileges can view which functions people have access to.
  
  
  
• How can I update my email address?
  To ensure that we can continue to keep you informed about your bill, please let us know if your email address has changed by visiting the Admin screen. The Personal tab contains a link that will take you to the online services page to update your email address.
  
  
  
• Can I restrict access to certain accounts for certain users?
  Yes. Users may have access restricted for certain accounts or services by unassigning them at levels in the hierarchy. User privileges can be selected for each user. Go to the Hierarchy tab in the Admin screen and select the Users tab from the hierarchy.
  
  
  
• Why can't the secondary user see all accounts?
  The user may have access restricted for certain accounts unfrt User Privileges. User roles can be selected for each user. Go to the Users tab from the hierarchy and click Assign user to this point in the hierarchy.
  
  
  
• Why can I access the Payment tab but not the Accounts and Bills tab?
  If you cannot view the bills tab but can access payments, then you have only been given a 'Pay only' role. The Primary User or any person with Edit Privileges of Others can changes user roles. If you are the Primary User and cannot access the Accounts and Bills tabs, please notify the Online Bill Help Desk on 1800 637 745 (Monday to Friday 8am–5pm AEST).
  
  
  
• What are User Privileges?
  The Online Billing functions that you can access depend on the user roles you have been assigned.
  
  There are several levels of User roles available:
  
  
• View Access – allows user to view bills
• Payment Access – allows user to make payments and view payment-related screens
• View and Pay – a combination of viewing bills and making payments
• Administrator – allows all screens to be viewed, can modify or create users and hierarchies
  
  
  
• How do I set the Hierarchy Point?
  All screens in Online Bill will display the current Hierarchy Point at the top of the
  screen. Clicking on Hierarchy Point will take you to Set Hierarchy Point – Details screen in the Admin tab. This shows you details of the current Hierarchy Point attributes and allows you to choose another Hierarchy Point.
  
  
  
• How can I pay my Telstra bill Online?
  Payments for Telstra bills can be made by:
• EFT Payment Advice (then using internet banking software to transfer the payment)
• Credit card
• Telstra EasyPay
  
  

• Why can't I see my Account Summary in ‘Calls Yet to Be Billed’?
  If you have many services for a particular account, you may not be able to see your Account Summary format. Instead, click on a service you would like to see the calls for, and the information will appear for that service.
  
  
  
• Why do I experience errors or delays accessing Telstra Online Services using Internet Explorer?
  If you experience errors or delays when accessing Telstra Online Services using Internet Explorer, please check to ensure you have installed the latest updates for your browser. Use the link below instructions on updating your browser.

• Internet Explorer browser updates

• Is there a charge for viewing Unbilled Activity?
  No. Standard call connection charges and fees charged by your internet service provider will apply.

• How long does it take for call records to appear in Unbilled Activity?
  In most cases calls will appear the day after they are made, with some exceptions such as international roaming and international reverse charges.

• Online Reporting Portal
  Telstra's Online Reporting Portal provides a suite of online applications to manage your communications reporting needs. Currently, Online Reporting offers you two reporting tools:
  
  
• Billing reporting bureau – provides bill information reports based on criteria selected.
• Service activation and assurance reporting – provides service performance reports for your set of Telstra products and services.
  
  

• Online Reporting Portal

• Bill Reporting for Business
  Telstra's Bill Reporting tools can help improve the visibility of your costs. They will enable you to view, organise and manage your billing data for an individual service, business unit cost centre or a wider view of expenditure.
  
  For more information on the Telstra suite of bill reporting tools, use the link below.

• Bill Reporting for business

• What is Fast Feature and Network Changes?
  Fast Feature and Network Changes (FFNC) allows you to send simple feature and network change requests on selected products online. FFNC aims to deliver your change requests within 24 hours. This service is available for the following products: CustomNet, PRIORITY One3/1300, FREECALL 1800, ISDN 10/20/30, DDS Fastway, Data Access Radial, Frame Relay and ATM, IP WAN and IPRemote.

• Fast Feature and Network Changes

• I am having trouble submitting an FFNC request
  If you experience errors or delays when submitting an FFNC form, please check to ensure you have installed the latest updates for your browser. Links to the latest browser can be found on the FFNC web site.
  
  
  
• What are the benefits of submitting FFNC requests online?
  FFNC delivers fast resolution of your change request, usually within 24 hours. All the information Telstra needs to process your request is received in the first instance, saving any unnecessary delays. FFNC keeps you fully informed so you know immediately if we have received your request and when your request has been completed. You are provided with a FFNC sequence number so if you have a need to contact Telstra we can quickly determine what is happening using that sequence reference.
  
  
  
• How long will it take to deliver my FFNC request?
  Telstra will endeavour to handle your request within one business day from the receipt of the request. Hours of business are 8am–5pm AEST, Monday to Friday. Any request that does not meet the requirements of FFNC will be re-routed to your Telstra team to manage. Response times mentioned only apply to requests that meet the FFNC criteria and are targets only.
  
  In order to maintain a rapid delivery, volume limits may apply in some situations. Where your request has exceeded the standard volumes acceptable for a 24-hour turnaround, or is of a more complex nature, we will notify you by email that we may take longer to complete your request.
  
  There may be occasions where your request is unable to be processed as an FFNC request. If this occurs, we will notify you by email and a Telstra consultant will contact you to discuss your requirements. Please refer to the Product Menu on the left-hand side of the FFNC home page for further details on limits and for information on what is acceptable as an FFNC request.
  
  
  
• How much does FFNC cost?
  The standard Our Customer Terms tariff charges apply for retail customers. For Telstra Wholesale customers the charges quoted in your Customer Relationship Agreement or General Access Agreement will apply.
  
  There are no extra charges applied for the rapid service. We value your custom and we are committed to improving our service whenever possible.

• Our Customer Terms

• Where can I download Telstra's Fast Feature and Network Changes customer brochure?
  Visit FFNC on Telstra's Online Product Catalogue to Download Telstra's Fast Feature and Network Changes Customer Brochure.

• Download the FFNC brochure (PDF,  75KB)

• What is Telstra's DDS Network Management?
  DDS Network Management provides easy and secure access to manage your DDS, DDS Fastway and DDS Flexnet services using a standard internet browser.
  
  With DDS Network Management you can:
• Confirm the configuration of network connections
• Receive a continuous view of events on ports and services in the Telstra Dedicated Digital Network (DDN)
• Proactively diagnose faults, receive network events information and query the network – for example, you can query link status, query circuit directions and perform tests on the communications channel.
  




• Features of DDS Network Management

  Service management - This allows you to manage services of a range of speeds across the Telstra DDS product set.
  
  Redirection - This feature allows you to redirect your services to nominated endpoint defined within the DDN FNN structure. The options available here are:
• Manual redirection
• Group redirection
  
  

• Continuity test
• Inject and analyse
• Multi-junction equipment tributary scan
• Channel monitor

• Display services
• Display service network
• Display multiplex link contents
• Display data link contents
  
  
  
• Can I get training on DDS Network Management?
  Yes, Telstra provides full training. It is preferable to have at least one secondary DDS Network Management user for service assurance. This will enable access to continue using DDS Network Management should a fault occur with Super User access. You will be contacted upon completion of DDS Network Management provisioning and instructed how to use DDS Network Management.
  
  If required, your Telstra Account Representative will arrange for you to be booked into a half-day Telstra Learning training course that provides detailed instructions on the use of DDS Network Management.
  
  On completion of this module you will be able to:
• Test DDS services using DDS Network Management
• View alarms on DDS services
• Redirect DDS services
• View DDS service details

• What is Order Online?
  A secure web application that allows users to submit orders over the web.
  
  
  
• What types of products can I order?
  PSTN, ISDN2, CustomNet®, ISDN 10/20/30, Freecall® 1800, Priority® 1300, Priority® One3 and Frame Relay.
  
  
  
• What does Order Online offer?
  Order Online provides you with an easy-to-use, hassle-free and secure online solution designed to assist in the ordering and management of a number of products and services including PSTN, ISDN2, CustomNet®, ISDN 10/20/30, Freecall®1800, Priority® 1300, Priority® One3 and Frame Relay.
  
  With Order Online you can:
• Create orders at any time
• Reduce keystrokes and time with the copy function
• Submit requests for a variety of voice and data services
• Submit simple feature or network changes on a range of complex products including IP
• Check on the progress status for most voice and data orders including those not submitted online
• Access useful tools such as user guides and product information
• View the details of your fixed-line products online (excluding CustomNet)
  



• What contact information is required?
  Minimum address requirements must be met, prior to being able to submit an Online Order. The site address must include:
• Street name
• Suburb or town
• State
• Postcode
  
  

• Street number
• Sub-address and sub-address number – such as bay, level, lot, room, section, shop, suite, unit
• Additional address – such as property name (shopping centre or building name), directional comments (2km east of Main North Rd), or corner street details
  
  
  
• Can I check my order online?
  All orders that have been submitted or acknowledged can be searched and viewed for a period of 90 days from their creation date. All saved orders will be retained and are available to be searched indefinitely.
  
  To start a search, select Search Orders. From the Search page select Option 1 – View Order.
  
  The following fields may be searched:
• Telstra reference number (either all or part of the reference)
• Suburb or town
• Authorised representative name
• Order status
• Date submitted
  
  
  
•  How do I know my order has been received?
• As soon as you submit your order you will receive a Telstra Reference Number. This is the number you quote should you have a need to contact Telstra. You can track the status of your request through My Orders using a number of search options including this reference number.
  
  
  
• How do I create a new order?
  Orders can be created from a blank template, or by copying an existing submitted order. Orders can be submitted immediately to Telstra for provisioning or they can be saved and submitted at a later time.
  
  All mandatory fields must be completed prior to the order being submitted and all validation criteria must be met.
  
  
  
• How do I save a template?
  You can create a new order by copying a previously submitted order. The new request will be populated with all information that is contained within this order. All information may be edited and will be re-validated upon being submitted.
  
  To use an existing order as a template, select My Orders from the main menu. Highlight the order you want to copy and click the Copy button. A copy of your order will then be created ready for you to edit.
  
  
  
• What status does the order go through?
  The order will go through a variety of stages and each stage is represented by a status assigned by the system.
  
  You will have visibility of the order status for all business lines, ISDN2 and data products and services. This includes products such as MessageBank, Number Redirection, Centel, Voicelink, DDS, Megalink, Frame Relay, ISDN10/20/30, Business DSL, ATM, Austpac, Securitel, CustomNet, Argent, Telstra IP Telephony (TIPT), and IP products. Order items will progress through statuses according to the type of service and the work required.
  
  Order item status is extracted from Telstra systems on a daily basis.
  
  You can select the Refresh Status button to receive a live status update for voice products or a twice-daily refresh for data products.
  
  The following is a list of order item statuses:
• In progress. Your request has been processed and the Telstra service order is in the process of being provisioned.
• Held – awaiting network infrastructure. The segment is held and infrastructure is being reviewed for technical availability.
• Held – dependent segment on hold. The telephone number on this segment cannot be actioned until a dependent telephone number is released from held.
• Held – pending customer instructions. An order item may be placed in this status for the following reasons:
• Customer lead-in was not available
• Customer was not available on the date of the location appointment
• Customer’s telephone equipment is not available
• Waiting for customer’s required date
• Held – awaiting developer or contractor. A lead-in is required or cable infrastructure is required beyond the network boundary point.
• Held – awaiting telephone number. A telephone number has not been allocated or exchange equipment may not currently be available.
• Held – product or feature not available. The product or feature that has been requested is not available on the telephone number.
• Completed. The work for this Telstra reference number has been completed.
• Withdrawn – Telstra initiated. This segment has been withdrawn due to technical unavailability.
• Withdrawn – customer requested. This segment has been withdrawn at your request.
  
  
  
• How do I get help using my new service or product?
  Online Help contains product information. For further assistance please contact your Telstra Team on the number displayed under Contact Us on the Order Online home page.
  
  
  
• How many products can I order?
  You can order multiple products and any combination of products on a single application to Telstra as long as they are located at the same physical address.
  
  
  
• I am having difficulty using Order Online
  Your Telstra Team details can be found on the home page under Contact Us. You can either email Telstra for help or call the number displayed.
  
  
  
• Can I view details of my existing services?
  You can search on your fixed-line products excluding CustomNet. Go to View My Service and enter the telephone number of the service you would like to search. Services include PSTN, ADSL, ISDN2, MessageBank® and number redirections.
  
  
  
• What are the benefits of submitting requests online?
  Using online forms means all the information Telstra needs to process your request is received in the first instance, saving any unnecessary delays. Order Online keeps you fully informed so you know immediately if we have received your request and when your request has been completed. You receive a Telstra reference number, so if you need to contact us, we can quickly determine what is happening using that reference.
  
  
  
• What is the Enhanced Telstra Provisioning Commitment?
  The Telstra Provisioning Commitment (TPC) Enhanced Activation product offers Telstra customers shortened activation lead times or standard provisioning times (SPTs) for eligible products, including ISDN 10/20/30.
  
  Telstra will charge a once-only fee of 60% for the Enhanced TPC. This is in addition to the standard once-only fee Telstra charges.
  
  Refer to the ISDN 10/20/30 application link for further details.
  
  
  
• Terms and conditions for Order Online
  These are the terms and conditions that apply to the use of this ordering facility to order Telstra services (“Order Online”). In these terms and conditions, a reference to "you" is also a reference to your Employer (where applicable).
  
  Before you start

1. You acknowledge that you are a registered user of the telstra.com website and that you have previously accepted the Terms of Use which apply to your access and use of the telstra.com website and any services made available via the telstra.com website (General Terms of Use). A copy of the General Terms of Use can be found at www.telstra.com/res/docs/terms.asp.
2. By placing an order with Telstra Corporation Limited (ABN 33 051 775 556) (us, we, our or Telstra) for services offered in this Online Order (Services) accessed via telstrabusiness.com, you expressly agree to be bound by these terms and conditions and the General Terms of Use.
   
   Ordering essentials
3. You agree that your submission of an order does not guarantee that we will supply the Services to you. The provision of some Services will be subject (amongst other things) to the particular terms of that Service, your eligibility for that Service, its availability to you and you meeting any credit requirements.
4. Your order must contain the ordering information specified in the order form on Online Order. You also warrant that the information contained in your order is accurate and complete.
5. You will retain a copy of the Telstra Reference Number generated following the submission of your order and will quote the Telstra Reference Number to us if we ask you to do so.
   
   Changing or cancelling your order
6. You must notify us immediately if you wish to change any information provided to us in your order. Subject to paragraph 3 above, we will endeavour to supply the Services in accordance with the updated order, where possible.
7. You may cancel your order at any time by notification to us but you agree that we can charge you any costs we incur in preparing to provide the Services to you.
   
   Supply of the Services
8. You acknowledge and agree that the supply of the services will be in accordance with: (a) the terms and conditions set out in your agreement with us for the provision of telecommunications services (for example, a Business Services Agreement or a Corporate Services Agreement); or (b) if you do not have an agreement with us, the terms and conditions set out in Telstra’s standard form of agreement, known as Our Customer Terms, a copy of which can be obtained at www.telstra.com.au/customerterms.
   
   Payment of Services
9. You acknowledge that you must pay the charges set out in your agreement with us or Our Customer Terms, whichever is applicable, for the Services.
   
   Promises you make
10. In using this Online Order to place an order for Services, you agree that:
• if you are ordering on your own behalf:
• the requested provision of the Services will be to an address in Australia; and
• you are an existing customer of Telstra (ie. legal lessee) or the Primary or Secondary Authorised User of an existing Telstra customer, according to our records; and
• if you are ordering the Services as an employee of a company, association, partnership or other such entity (Employer):
• your Employer is an existing customer of Telstra;
• you are the Primary or Secondary Authorised User of the Employer, according to our records;
• you are authorised to enter into these terms and conditions on behalf of your Employer;
• you are authorised by the Employer to order the Services set out in your order on behalf of the Employer; and
• the Employer is an entity located in Australia and the provision of the Services will be to an address located within Australia.
  
  
Our liability to you
11. If the use of this Online Order is for the primary purpose of personal, domestic or household use, then clause 9 of the General Terms of Use will govern our liability to you.
12. If your use of this Online Order is not for the primary purpose of personal, domestic or household use, then, subject to terms implied, by the consumer protection laws, we exclude all liability to you, for, any loss, damage, liability, costs or expenses (including legal expenses), suffered or incurred by you arising directly or indirectly in relation to:
• a breach by Telstra of these terms and conditions; or
• your use of this Online Order.
13. If clause 11 of these terms and conditions does not apply to you, where liability for breach of a term implied by consumer protection laws is not capable of exclusion but is capable of limitation, we limit our liability to the full extent permitted by law to the resupply of this Online Order.
    
    Your liability to us
14. If your use of this Online Order is for the primary purpose of personal, domestic or household use, then clause 10 of the General Terms of Use will govern your liability to us.
15. If clause 14 of these terms and conditions does not apply to you, you indemnify us against any claim, loss, liability or damage, costs, charges and expenses suffered or incurred by us which arises directly or indirectly in relation to your breach of these terms and conditions or the General Terms of Use.
    
    General matters
16. A reference to "telstra.com" in the General Terms of Use includes a reference to this Online Order.

• How do I enable scripting?
  You will need to change your browser settings to enable client scripting so the Order Online application can work effectively. Alternatively you may submit your requests to Telstra using phone, fax or email if you have difficulty using Order Online.
  
  This application is best viewed with Internet Explorer 5.5 or later, or Firefox.
  
  

• Go to Tools > Internet Options (Figure 1)

• Click Security (Figure 2a)
• Click Custom Level (Figure 2b)

• Scroll down to Active Scripting and click Enable(Figure 3)

• Go to Tools > Options (Figure 4)

• Click Web Features (Figure 5a)
• Check the Enable JavaScript box (Figure 5b)