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on 22-06-2013 08:15 AM
So After days of waiting for my home phone and Adsl to me relocated (apparently a system issue).. I attempted to set up the T-Box with no luck. when I went to the tbox setup page I kept getting the same response. Which I only have 1 log in.
"You can only log in using your primary BigPond Broadband account
If you can’t remember your primary account username and password, you will need to speak to a Customer Service Representative on 1800 331 402."
So I contact the above number and was told over the phone that they would register me and that they would organise a Level 2 to call in regards to this issue. This consultant told me that the call back would be this same day. So 6 hours later I called back to once again go through the same drama and then was told that no the Level 2 would contact me in 2-8 working days! What are you kidding! Not happy! So I ask for his T/L apparently they were busy. So I was put on a call back list. What a joke was that at 9:30pm last night I got a call from this so called T/L no help at all an hour long Call and still no help.
At this point if telstra can not sort out something as simple as this I will take all my services else where.
on 22-06-2013 10:43 PM
I was having the exact same issue last night. Long 24x7 chat session followed by a couple of calls to me, still unresolved, was to be escalated to a "network engineer", although no timeframe for this was offered.
I have tried again tonight and been successful at getting past the login issue from yesterday (no longer booting me out) however now am facing a different error after I enter the Registration code and type in a name for my T-Box.
"An external system error has occurred.
If the problem persists, call Support on 13 2200."
Oh the joy !
on 24-06-2013 12:18 PM
Hi Guys, welcome to CS!
If I can grab both of your details (I'll send you both a PM) and we can check this out for you ASAP.
on 25-06-2013 12:44 AM
I'm glad to hear that you finally got your T-Box Registration sorted.
Your $30 BigPond Movie Credit will also be credited to you automatically within 14 days from your T-Box being registered.
If you don't receive it after 14 days, please contact us or our BigPond Movies Team directly on 1800 502 502. Their operating hours are listed below:
M - F: 09:30 - 23:00 EST
SAT: 11:00 - 23:00 EST
SUN: 12:00 - 22:00 EST
Telstra Social Media Team - Community Moderator
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on 15-07-2013 10:07 AM
I seem to be running into the Primary Username issue as well.
I chatted to a Live Consultant yesterday and they used my credentials to login their side, but I have attempted with different browsers my side and now even at work with no success.
Any help would be reaqlly appreciated as I am wanting to sign up by the end of the week.
on 10-12-2013 01:17 PM
Unfortunately, this issue is very common, you can read about it more here : http://crowdsupport.telstra.com.au/t5/T-Box/Unable
A trending issue effecting new users is that there may still be a order on your account that is still in provisioning which will effect your login to that rego website. In this case we need to wait till this goes into complete, this usually happens automatically after a few days, other wise just send me your details and I can take a look.
You will need to send me your details via private message, ie bigpond username and T-box rego code.