COVID-19, Money

COVID-19: Help with phone and internet bills

Published on April 6, 2020 9:51 pm, by

Key points

  • Many telecommunication companies were providing specific relief for customers affected by COVID-19, but most have now reverted back to general financial hardship arrangements
  • Vodafone is still providing specific COVID-19 assistance. Details are in the table below
  • If you have been affected by COVID-19 and you are suffering financial hardship we suggest you contact your telecommunications provider and ask them for assistance

Assistance options from telecommunications businesses

If you have lost your job or your income has fallen significantly because of COVID-19 managing your bills will be challenging. You should contact your telecommunications provider and ask them for help.

Up until early July, many telecommunications businesses were also making extra help available for people impacted by COVID-19. Now, most have reverted back to their general financial hardship procedures.

These procedures usually allow for things like payment extensions, payment plans, waiving late payment penalties, and sometimes waiving of bills.

What to do if you need help

If you need help with your mobile, home phone or internet bill here’s what we suggest.

First, deal with more important and more urgent issues. Your phone and internet are important, but most people will have more important things they should deal with first – like their health, the rent or mortgage, and electricity or gas bills.

When you’ve dealt with other more urgent and more important issues we suggest you contact your telecommunications provider and request a further payment extension or for any other help they are offering.

Here is a summary, by the provider of what’s being offered and how to access it.

Support by telecommunication business

Provider OptionsComments
TelstraMore detailsGeneral financial hardship proceduresRequest a payment extension
OptusMore detailsGeneral Financial Hardship arrangementsFor Financial Hardship assistance use the My Optus App
VodafoneMore detailsNo suspensions o debt collection activities for customers on financial hardship arrangement
Reduced data costs
Free NBN access for low income familes with school aged kids until 30/9/20
Request financial hardship assistance


If you are concerned about the financial impact of COVID-19 or you are facing the uncertainty of losing your job or having your income significantly reduced we can help. Sign up to MoneyBrilliant and we will give you access to a host of tools and features to help you organise your finances and make better decisions about your money. We’ll also give you tailored insights about the financial assistance available from governments and businesses to help you face the economic and financial challenges caused by the COVID-19 pandemic.

You can register for MoneyBrilliant online at or download our app from the App Store or the Play Store.


This summary has been prepared by MoneyBrilliant Pty Ltd (AFSL 492711, ACL 493068). The information in this summary is of a factual nature only. We are not suggesting or recommending that you take any particular course of action in relation to any financial product or service. It does not take into account your personal circumstances or objectives. If you need financial advice or taxation advice you should seek advice from a licensed financial adviser or tax agent. You may also be able to access additional information from the websites of the Australian Securities and Investment Commission (ASIC) and the relevant product providers.

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Peter is the CEO of MoneyBrilliant. He has over 20 years experience in banking, insurance and accounting. Peter has three sons, ranging in age from 16 to 3, is a sport and fitness fanatic and a volunteer firefighter. He is passionate about improving people's lives through making financial services more accessible.

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