If you have a BigPond email address, you may have heard rumours that Telstra is closing its email service.
The good news is that Telstra has confirmed that existing BigPond email accounts are not being closed. If you have an @bigpond.com or @bigpond.net.au address, you can continue using it.
However, there are a few things worth knowing about keeping your account active and making sure your email continues to work correctly.
This guide explains Telstra’s current position, how to keep your account active and what to do if you experience problems with your BigPond email.
Is BigPond email being discontinued?
No. Telstra’s published guidance confirms that existing BigPond email accounts will continue to be supported.
There are, however, some important points to understand:
- Keep using your email: Telstra requires accounts to be used at least once every 180 days. Inactive accounts may be suspended.
- Leaving Telstra: You may be able to retain your email address after cancelling a Telstra service, subject to Telstra’s conditions.
- Creating new accounts: Telstra no longer offers the same options for creating additional email mailboxes that it did in the past.
- Individual account problems: Accounts can be suspended or deactivated for reasons such as inactivity, suspicious activity or other account-related issues.
Email problems caused by a password change, device update or incorrect mail settings do not necessarily mean the service is closing.
For the latest information, refer to Telstra’s official email support page.
Why are people saying BigPond email is closing down?
There has been confusion about the future of email services provided by Australian telecommunications companies.
Telstra has made changes to the way customers manage their email accounts, including the options available for creating additional mailboxes. These changes should not be confused with an announcement that existing BigPond email accounts are closing.
Be careful of unexpected emails or text messages claiming that your BigPond account will be deleted unless you click a link or confirm your details.
These messages may be phishing attempts designed to steal your email password or personal information.
Never provide your email password or banking details through a link in an unexpected message. If you are unsure whether a message is genuine, go directly to Telstra’s official website rather than clicking its links.
For further advice, see Telstra’s email support information.
How to keep your BigPond email account active
Although BigPond email is not closing down, it is important to use your account regularly.
Telstra says email accounts that have not been used for more than 180 days may be suspended.
To help keep your account active:
- Visit Telstra Webmail and sign in using your full BigPond email address and password.
- Check that you can see your inbox and read your messages.
- Send an email occasionally to make sure your account is working.
- Keep your password secure and your recovery details up to date.
- If you no longer have a Telstra service, check Telstra’s requirements for retaining your email account.
If your email account has already been suspended, visit Telstra’s guide to suspended email accounts to see whether it can be restored.
A word of caution: Don’t assume that every suspended account can be recovered. The available options depend on the account’s status and how long it has been inactive.
What should you do if your BigPond email stops working?
If you suddenly cannot send or receive emails, don’t assume your BigPond account has been closed.
There are several possible causes, including a password problem, incorrect email settings, an issue with Outlook or another email application, or a suspended account.
The easiest way to start troubleshooting is to check whether your email works through Telstra Webmail.
1. Test your email using Telstra Webmail
Open Telstra Webmail in your internet browser.
Sign in using your full BigPond email address and password.
- If you can see your inbox and send emails: Your account is probably working, and the problem may be with Outlook or the email application on your computer or phone.
- If you cannot sign in: Check that your email address and password are correct. You may need to reset your password or contact Telstra about your account.
Testing webmail first helps identify whether the problem is with your BigPond account or the device you are using.
2. Check your email password
If you have recently changed your BigPond password, you may also need to update it in Outlook, Apple Mail or another email application.
If you have forgotten your password, follow Telstra’s instructions for resetting your Telstra Mail password.
Some email applications or account configurations may also require an app-specific password. Follow Telstra’s current instructions for your particular device and application rather than assuming every account needs one.
3. Check your email settings
If your BigPond email works through Telstra Webmail but not in Outlook or another email application, the incoming or outgoing mail settings may be incorrect.
Telstra provides instructions for its IMAP, POP and SMTP email server settings.
For most people using several devices, IMAP is the preferred option because it keeps emails and folders synchronised between computers, phones and tablets.
4. Check whether your account has been suspended
If you cannot access Telstra Webmail, your account may have been suspended or there may be another problem with your account.
Visit Telstra’s suspended email account guide to check the possible causes and available recovery options.
If you are unable to restore access, you may need to contact Telstra directly.
5. Get help with your particular device
If your email works in a browser but not on your phone or computer, use a guide specific to your device.
iTech WA has additional help available here:
- Set up BigPond email on an iPhone
- Set up BigPond email in Outlook
- Troubleshoot BigPond email problems on Windows or Mac
Should you move from BigPond email to another provider?
You do not need to change email providers simply because of rumours about BigPond email closing down.
However, it may be worth considering an independent email address for the future. This means you are not relying entirely on an email address associated with your telecommunications provider.
For example, you could create a Gmail or Outlook.com address while continuing to use your existing BigPond email.
Before making any changes, consider:
- Online accounts: Your BigPond address may be used for banking, government services, shopping, utilities and password recovery.
- Important emails: You may have years of correspondence, invoices and other information worth keeping.
- Contacts: Friends, family, customers and organisations may still use your existing address.
- Business use: If you use BigPond for business, an email address using your own business domain may provide greater long-term control.
If you decide to change, there is no need to rush. You can set up the new address, gradually update your important accounts and notify your contacts.
Keep your old account working while you make the transition. Do not assume that all your existing emails and folders will transfer automatically. Back up important messages and check that everything you need has been transferred.
For more information about business email alternatives, see our guide to Business Email Options.
Frequently asked questions
Is BigPond email closing down in 2026?
No. Telstra has confirmed that existing BigPond email accounts will continue to be supported. There is no announced closure of the service.
Will my @bigpond.com email address continue to work?
Yes. Existing BigPond email addresses are supported. Remember to use your account at least once every 180 days to help keep it active.
Can I keep my BigPond email if I leave Telstra?
Yes. Telstra says you can request to keep your email address when closing your Telstra account. You must continue using it at least once every 180 days. See Telstra’s guidance on suspended email accounts.
Why has my BigPond email stopped working?
Possible causes include an incorrect password, outdated email settings, an email application problem or an account suspension. Try signing in through Telstra Webmail first to help identify the problem.
Should I create a Gmail or Outlook.com account as a backup?
It can be sensible to have an independent email address for important accounts and future correspondence. You don’t have to abandon your existing BigPond address to do this.
Need help with your BigPond email?
If you rely on your BigPond email and are having trouble getting it working on your computer, Mac, iPhone, iPad or other device, iTech WA can help you work through the problem.
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