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Where to go for help with Telstra business services over the holidays

06 Dec 2023

It's Murphy's Law. No issues all year and then your senior executive flys out for his Christmas holiday and his mobile phone won't work overseas.

Or the person who is 'on call' over the Christmas break, drops their phone and smashes the screen.

And we won't mention devices going missing, last seen in an Uber after the Christmas party.

What can be done to sort these issues out over the holiday season?


What to do if you have a mobile connectivity emergency during the holiday season?

If you are a MobileCorp customer, you can simply log a ticket with us in your usual way and we will action all requests, interacting with Telstra, providing communication about progress, and resolving to an outcome.

We have direct access to Telstra's systems to action your requirements quickly. 

If you are not a MobileCorp customer and your business does not have a Telstra partner assigned, you might wish to consider reaching out to MobileCorp to organise this prior to the holidays.

Without a Telstra Partner assigned to your account, you should contact Telstra directly on the numbers below if you have a mobile or fixed line emergency during the holidays. 


Telstra Enterprise Customers

  • Service  enquiries - 1300 835 787
  • Billing and Faults - 1800 730 062
  • IP Faults - 1800 467 889

Telstra Business Customers

  • Service enquiries - 13 22 53
  • Billing and Faults - 13 29 99

Please note that Telstra will only take instructions from an AUTHORISED REPRESENTATIVE associated with your Corporate Account, as listed on Telstra records. End users - even senior executives - will be unable to obtain assistance.


MobileCorp is open for customers, except for the Public Holidays

MobileCorp is the Telstra Mobility Partner of the Year 2023. As Australia's leading Telstra Mobility Partner,  we are trusted by Telstra to manage the mobility requirements of enterprise and business customers. 

MobileCorp is available to assist our valued customers throughout the holiday season with the exception of the three Public Holidays 

  • Christmas Day 
  • Boxing Day 
  • New Year's Day 

On week days which are not Public Holidays, the MobileCorp support team is available during normal business hours, 8.30am-5pm.


Telstra Platinum Partner


What mobility issues can be resolved during the holiday season?

All the Australian carriers observe an Embargo period over Christmas and New Year. Some services are not available at all, and others may take longer than usual to be applied. 

Another issue that may arise surrounds who is requesting the change. Carriers will only take instruction from a Corporate Authorised Representative as listed on your corporate contract. Ordinary end users - including senior executives -  will be unable to obtain assistance.

Generally it is Internet and Network services and bulk voice orders that can not be actioned during the holidays. Faults and mobile services are generally available, except on public holidays.


What services are not available?

The Telco Holiday Embargo period primarily impacts fixed line and network services. The following services will be unavailable over the period.

Internet Services  Fibre, NBN, or other broadband internet connections, cabling and connectivity are unable to be actioned.
Network Services  Relocations, reconfigurations, hardware or software upgrades; Adds, Moves and Changes to fixed lines. All unable to be actioned.
Voice Services  Provisioning of new hosted phones systems / VoIP, new numbers and porting of numbers from one carrier to another. Unable to be actioned.


What services are available?


Faults Fault restoration activity is exempt from the network embargo period and can be lodged as normal with service providers.
Mobile Services

There is no embargo period for Mobile Services however delivery of some products may take longer than usual. 

For services on a corporate account, instructions will only be accepted from a company's Authorised Representative. 

Typical mobile services which continue throughout the holiday period are:

  • activating SIM cards
  • connecting a new mobile service
  • disconnecting a mobile service
  • adding international roaming data pack
  • removing international roaming 
  • mobile plan changes
  • transferring ownership of a service
  • investigating billing issues and credit management

Telstra provides a level of support during the telecommunications embargo window, however, they may be unable to action some requests, and response times may be delayed.  

MobileCorp customers will continue to receive full support across all telecommunications issues from our in-house Support Team during the Embargo Period, with the exception of public holidays.

Managed Services MobileCorp continues to provide full support across our Managed Mobility Services including Telstra Carriage Management, Telecom Expense Management, Telstra Enterprise Wireless Managed Service, Cradlepoint Managed Service, Access4 Managed Service, Managed IT, Managed Desktop, UEM and EMM, across the holiday period, with the exception of the Public Holidays.


Telstra Platinum Partner


How to become a MobileCorp managed mobility customer

MobileCorp provides day-to-day operational management for corporate mobile devices with a Telstra SIM service.

Our Managed Mobility Service (MMS) realises cost optimisation and service delivery outcomes throughout the telecom life cycle.  We will:

  • be a single point of contact for all mobility support and service
  • manage and resolve all day-to-day operational tasks
  • manage the full mobile device lifecycle from procurement to end-of-life
  • manage carrier provisioning and support
  • allow you to free your IT resources and concentrate on your core business

We do not manage any individuals or Telstra consumer plans/services.

To have MobileCorp assigned to your business as your Telstra partner there is some documentation that needs to be provided to Telstra which will give MobileCorp authority to make changes on your behalf to services on your account.

If you are interested in a Managed Mobility service with MobileCorp call 1800 243 252. More Info

Telstra Mobility Partner of the Year - Winner - sky60 - email

About MobileCorp

MobileCorp is an enterprise ICT solutions company with a mission to deliver our customers a communications technology edge. We provide Managed Mobility Services, Enterprise Mobility Management, Complex Data and IP Networks, and Unified Communication solutions. We have a proven track record providing managed services for Australian enterprise and business, and we are a Telstra Platinum Partner. 

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