Dual Account Customer FAQ

This article will help Westnet customers who have services across two billing systems understand the differences between their two Westnet accounts and how they can manage their services. We call these customers "dual account" customers.


Why do I have a dual account?

Westnet is currently in the process of implementing a new billing system behind the scenes. It's a gradual process to release our existing broadband products on this billing system. Currently, services are only provisioned in our new billing system for:

  • New customers for NBN
  • Existing customers upgrading to NBN

In some cases, existing customers may also have Westnet services which aren't yet available in the new billing system. That means that they'll have two accounts which need to continue indefinitely until such a time that we're able to get all of their services in the new billing system. We call this situation a "dual account".


Do I need to call a different number for Technical Support etc?

Nope. Simply use the standard contact information available on our Contact Us page and follow the prompts to get through to the department you need.


Will I have two invoices?

Yes. Each billing system will issue its own invoice for the services on each account. Don't worry, though - you won't be billed twice for the same service as one service can only exist in one billing system. You'll receive your invoices via email as usual and payment will be automatically debited from your nominated bank account or credit card in time for the due date.

These invoices look different. At a glance, you can see that it's pretty easy to tell which is which. You can also take a look at the services which are listed on your invoice to confirm which is which.

Invoice from existing billing system Invoice from new billing system
Old invoice example New invoice example
Learn more about billing periods for this invoice Learn more about billing periods for this invoice


How do I manage my services online in MyAccount?

Just like dual account customers have two different invoices, there are two different versions of MyAccount to use to manage your account online; one for your services in our existing billing system, and one for your services in our new billing system.

You can log into either MyAccount from the same place, our main login page at https://myaccount3.westnet.com.au/. The trick to getting one MyAccount or the other is the credentials you use to log in.

MyAccount for existing billing system
MyAccount for new billing system
 Log in at https:/myaccount3.westnet.com.au/ with the username and password for the Westnet mailbox associated with your Westnet Mobile service (this may be your username with "_mobile"
 at the end), or old broadband service.
Log in at https://myaccount3.westnet.com.au/ with the username and password associated with your new Westnet service.
Old MyAccount example New MyAccount example
Learn more about what you can do in this MyAccount
Learn more about what you can do in this MyAccount

if you've forgotten your password for either MyAccount, please use our password recovery tool.


How do I find the right advice in MyHelp articles that are relevant to both billing systems?

From time to time, you may need to check out a guide on MyHelp to read up on how to do something related to your Westnet account or services. The majority of articles, such as those for troubleshooting services, can be used by any Westnet customer, regardless of which billing system their services are in. However, some articles, particularly those about billing and MyAccount, have different information that's relevant to either our existing billing system, or our new billing system.

So, how do you get the information you're looking for? It's pretty simple. Whenever a MyHelp article has information relevant to our existing and new billing systems, you'll see a banner like this at the top of the article:

Old and new advice picker example

Simply choose what your invoice or MyAccount looks like and you'll be taken to the relevant advice in the article. If you need to change your decision, simply scroll back to the top of the article and choose again.