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Get to Know your MyAccount

westnet-account feature

In this web and tech savvy world, people don’t want to have to call a goods or service provider for small things they could do themselves. For many tech lovers, everything is better, easier and more convenient when you can do it online.

At Westnet, we understand that our customers want to be able to organise their account simply and easily, in their own time. That’s why the first MyAccount was introduced over a decade ago: a self-service solution that allows users to manage their own account and services.

For those of you who’ve been using MyAccount since the early days, you may have noticed or upgraded to the newer, improved version of MyAccount which was fully released in 2014. Now that the latest MyAccount has been around for a few years, it’s finally time to retire Vintage MyAccount after more than a decade of service.

As we say farewell to Vintage MyAccount, we thought we’d take the opportunity to discuss this great service and how it can help you if you haven’t already jumped on board.

Why did we Upgrade MyAccount?

If you loved the Vintage MyAccount, you might be wondering why we decided to make updates. The main reason for the makeover was to ensure MyAccount was accessible across multiple devices. Vintage MyAccount was not optimised for mobiles or tablet. Our update had these devices in mind, optimising the presentation on mobile and tablet and ensuring all MyAccount features are available across all devices. It’s now easier than ever to use MyAccount on the go with your mobile devices.

Another improvement made with the upgrade was making MyAccount more screen-reader friendly. Screen-reader software converts visual text on a screen to synthesised speech, allowing visually impaired users to understand what is on their screen by listening to what is being read out loud. We worked with a blind staff member and used JAWS as our testing software to ensure our screen-reader was accurate, easy-to-use and top notch.

An aim of the update was to beef up MyAccount and make it more robust. In the days of Vintage MyAccount, a network fault or systems going down meant users would be presented with the message “Come back later” when they tried to log-in to their MyAccount. The new MyAccount offers a read-only version when systems are down or unavailable. This means if you want to just check your account balance or perform any read-only actions during an outage – you can!

Get Better Acquainted with MyAccount

If you haven’t been utilising your MyAccount, perhaps it’s time to give it a try. You can take advantage of this handy technology 24 hours a day, 7 days a week.

MyAccount is clean, intuitive and customisable. You can move the dashboard panels most relevant to you to the top of the list and even hide ones you don’t use. When you log in you will receive notifications which will alert you to important information or actions needed. For example, if we realise your account is using an out-of-date email address, you’ll get a reminder to update that information when you log in to MyAccount. Other alerts you might see include notification that nbn™ has gone live in your area, loyalty benefits and current promotions that are running.

Some of the basic things you can do yourself in MyAccount include: change your plan, update your payment details, recover a forgotten password, pay invoices, activate mobile SIMs and monitor broadband and phone usage. You even have the option of downloading usage data as a CSV file so you can build your own reports and do your own calculations to assess your usage.

Our expert team are continuing to work on and improve MyAccount, using customer feedback to make it the best possible service it can be.

Have you been using MyAccount? Let us know in the comments below.

33 comments

  1. Barry Herrmann says:

    Is there a cheaper way to make calls to mobiles and 1300 numbers. More and more we are being asked to make calls and because we know there is an extra cost to do so, either we don’t make the call or reluctantly make a call, keeping it as brief as possible. Having been with Westnet for well over a decade, it would be nice to have all calls included in the monthly fee we don’t mind paying. Don’t get me wrong, I am very happy with the prompt and reliable service I get when necessary. Would a smart phone be better in relation to charges (I don’t have one, but am starting to think that way. Thanks for reading my message.

    • Leo Yarnold says:

      Hi Barry,

      You could absolutely consider one of our Mobile Voice plans if you choose to obtain a smartphone.
      https://www.westnet.com.au/mobile/
      These have generous allowances for calls to mobiles, so are a great options.

      Depending on your service, you could also look at adding a Local, National and Mobile Call Pack to your landline service:

      https://www.westnet.com.au/phone/home

      These are another solid solution to this problem, as they cover all of your call needs and 13oo numbers are 40c untimed.

      – Leo.

  2. Jean Allan says:

    I am not at all happy with NBN..I am now paying $ 59.99 per month, when I used to pay $ 39.99′
    There is no difference whatsoever to any of my gadgets.. Ipad, phone and tablet, are just the same as always, so do not really know why I am paying this extra….No benefit to me, in any way,,, Can you fix this for me please…Yours Jean Allan

    • Leo Yarnold says:

      Hi Jean,

      Keep an eye out, as we will have more NBN plan improvements coming. With regards to cost, it is unlikely that you would see a reduction as the NBN wholesale costs are quite high.

      – Leo.

  3. Have been using this my account for some time now and it is easy to operate thank you westnet

  4. Julie says:

    I don’t seem to be able to access the new My Account in full. I have tried multiple times but am only aware of one username and password which doesn’t give me full access. I’d appreciate help with this please

  5. Peter Jay says:

    Read article “my account”,I am now 87 widowed.
    So my day is full doing household chores.
    I am happy the way it is now for my needs.
    Regards,
    Peter.

  6. Peter Jay says:

    Read article.Thank you,Regards,Peter.

  7. Judi Connor says:

    I prefer my account to stay as it is.

  8. Cliff Roberts says:

    All good reasons for the changes – but it doesn’t make things easier for me personally.It isn’t simpler just because you have said so.

  9. phil says:

    You guys a frustrating. I sent a request last night about not being able to log onto myaccount. I sent it to I just looked at the iinet toolbox and it is new as well. There is no call history there. I wanted to see if I could see the last missed call I just missed.

    You hardly ever get back to me by email which is what I prefer. And when I just checked the tasks in toolbox there was one task with yesterday’s date on it and it was closed. My guess is someone tried to ring me and then closed the task. It has happened before. I have had complaints escalated before and got one phone call that fixed up my net phone and was told to contact *staff e-mail redacted* if I wanted any more assistance. I sent 3 emails, last one was July 2, and to date have still had no reply.

    Did I say frustrating. Yes, frustrating. I read a blog that said your service was getting worse and I could expect it to get worse still. They suggested, Telstra, as bad as they are for service problems, it was suggested they were doing better than you.

    Not you personally who ever you are but your company. I can’t even work out if I am iinet or westnet?

    I do like my netphone and I do like having the nbn for less than my adsl, because I dropped my Telstra landline, and I have more download than before. It is just trying to contact you that is so irritating. You always have 13 numbers which I don’t want to call. I try to live on a ‘shoe string’ and I don’t want to pay 30c to call those numbers.

    If I hear from you, I will be surprised.

    • Leo Yarnold says:

      Hi Phil,

      Thanks for posting!

      To preserve staff member’s privacy, we’ve removed the e-mail address you’ve quoted in your reply.

      You’re more than welcome to keep making contact via e-mail. We do apologise for the delays in responses to e-mails and multiple e-mails about the same thing can also increase the chances of them being closed as duplicates. Our first preference is always to call, so if it is something you need to discuss, calling through is best and we;ll try to call you wherever possible.

      Since posting have your issues been attended to?

      – Leo.

  10. j.braggins says:

    Cannot access my account, Firefox message ïnsecure site”

  11. john costin says:

    i have never been able to log in to My Account.
    Also; why is it than when i click on someones’ email address to reply to them; outlook express opens automatically but i can never send or receive email using this application. Why doesn’t our westnet mail open automatically? thanks.. john
    Also- i spend a fair amount of time on hold to Westnet on my phone. Why does this call get charged to me?

  12. Della MacLeod-Jenkins says:

    I absolutely HATE this My account. Was it designed by someone who, while justifying their reason for employment, feels that the more complicated it it, the smarter they may appear?

    • Leo Yarnold says:

      Hi Della,

      Sad to hear that you aren’t a fan of the MyWestnet portal! What do you find difficult about it? What upsets you the most or what would you change? I must admit, when I first laid eyes on it, the layout was a little different, but I sat down and started playing with it, going through the menus one by one, exploring what the options were and what I could do with them. The main improvement, as a result is the navigation speed, with less overall steps needed to complete a change.

      Give it another go, sit down with a coffee or tea and take your time looking around – you never know what you’ll come across!

      – Leo.

  13. Della MacLeod-Jenkins says:

    plus, all I want to do is UNSUBSCRIBE to the newsletter, as it is highly irrelevant to my needs.

    • Leo Yarnold says:

      Hi Della,

      Adding on to your previous post, here’s how you unsubscribe from the newsletter.

      * Login to MyWestnet.
      * You’ll see a banner with “My Account” click on this.
      * On the left hand side you’ll see a menu, choose the option for “Edit Contact Preferences”

      You’ll now see the contact preferences we currently have for you, with the iiNews monthly newsletter box ticked for e-mail. Simply untick it, hit “Save Preferences” at the bottom, and you’re done.

      – Leo.

  14. Ivan Nannac says:

    I haven’t used MY Account for goodness knows how long. Knowing that it there is sufficient for me as long as I get the super treatment from the HELP desk I’m OK. Thanks for this message

    Sincerely, Ivan

  15. Kris says:

    I would like to know if I can get the Westnet web sight on my Samsung Tablet and my Samsung Note 3 as this would be very beneficial for when Im away from my Laptop

    • Leo Yarnold says:

      Hi Kris,

      You absolutely can browse the Westnet website from your mobile devices, as long as they have an internet browser (like Firefox or Google Chrome) installed. Both of these devices should have at least Google Chrome already installed for you.

      – Leo.

  16. Stephanie ross says:

    I can’t even open my account as I don’t have a password. When I ring to enquire
    , they have no idea how to fix the problem. So I can’t even see my phone bill details. Very frustrating.

    • Leo Yarnold says:

      Hi Stephanie,

      Thanks for posting and using your details, we can see what the issue is: you don’t have a Toolbox! You’re one of the rare customers that don’t have one, but we can create one for you by adding a free product called “Mailbox For Voiceplans”. Give Support or Billing a call and they’ll be able to create this for you, which will then give you an e-mail address and a Toolbox login as well.

      – Leo.

  17. Lindy says:

    Hi

    Any chance of being able to see daily usage per device. By device I mean the different wifi devices the my family have. So I can see which child is going over the top with data!

    • Leo Yarnold says:

      Hi Lindy,

      Its not possible to see this kind of breakdown via Toolbox, as all data is counted at the border router (when your connection meets the network). However, it IS possible to see the data use of some of the devices you have! Most laptops, tablets and smartphones all have apps that can track your data use on each device, so this might be the way to go.

      – Leo.

  18. Caroline says:

    I love MyAccount as I can do all the regular things that need to be done including looking at new plans that may be more suitable, checking my mobile usage, extending my invoicing date, and managing my e-mails. It is easy to use and navigate and self-explanatory.

  19. I cannot get my westnet email working properly on this android tablet.The inbox shows and the emails are viewable and openable,and there is a list of folders that I have made through the Westnet site.But it is impossible to move any email to any folder. In your instructions you say to touch on the selected email until it colours and then slide it to the selected folder BUT you can’t do this because it simply DOESN’T WORK! Nothing slides. Bung program, something needs fixing. It all worked fine on my old windows XP a few minutes previously. Please check this failure and get it right for this quite recent android.

    • Leo Yarnold says:

      Hi Rosemary,

      It sounds like we might have a configuration problem on your Android tablet! Why not give Support a call, as they’ll be more than happy to take a look at this one or you.

      – Leo.

  20. Brian says:

    I have been with Westnet for many years. When it was based in Perth the service was great but since being part of iiNet it has dropped off considerably. When based in Perth I could speak to a local, now it is in South Africa.
    In my latest problem with my phone line it took over a week and three contacts to be resolved whereas before it was dealt with and fixed within 24 hours. Not good.

    • Leo Yarnold says:

      Hi Brian,

      Apologies for your recent experience. We are trying to train staff as quickly as we can in order to improve response times, but as a result, this can lead to issues not being resolved as efficiently as we’d like. Having said that, we are relieved to hear that your issue was resolved for you.

      – Leo.

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