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Hello Crowd Support is not a customer service channel for Telstra. We don't have account access here. You should contact mobile customer service via Live Chat https://www.telstra.com.au/chatnow/landing Or phone 132200
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I'm not a Telstra employee. 50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas. "Being 75 years of age, entitles one to be an expert at everything!!"