Community Ideas


Provide links on Telstras Support Website to Hardware Manuals

Not Now
Level 24: Supreme Being
Level 24: Supreme Being

Provide links on Telstras Support Website to Hardware Manuals

I have found it very frustrating that Telstra does not provide manuals for its gateways. It would not cost anything to provide manuals as they must already exist for their Platinum Technical Support Team. In fact it would save money as Customer support would not have to waist time apologizing to customers who ring up seeking information on how to configure their hardware. It would be a Win Win situation Telstra would save money and customer would not get frustrated trying to find information on how to set up their hardware.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
Level 24: Supreme Being
Level 24: Supreme Being

Platinum Support do not get official manuals for the telstra modems.

Telstra (Retired)
Telstra (Retired)

Hi cf4,


Thanks for taking the time to raise this feedback with us. Upon opening your gateway it will include a small booklet with a 'quick start guide' or documentation with a URL link for you to visit to be walked through a set up wizard.


By searching the model number of your modem online, you may be able to find a viewable (and printable) PDF document which is the user manual for the modem or gateway you have, from the manufacturer directly ie Technicolor or Netgear for example.


I will pass your feedback on for further documentation to be provided with new modem kits, however with us wanting to become environmentally friendly as possible, we often look to minimize our paper output.

Telstra (Retired)
Telstra (Retired)
Status changed to: Under Review

Hi @cf4,


Thanks for your suggestion. 

As @Yastiandrie mentioned, our Platinum team do not get official manuals.


@Adam_Eis correct in that our environmental policy would probably mean that we would not provide paper versions of these manuals, as they are available online (through the methods he suggested.)

Nevertheless, I have reached out to a Product Design Specialist with your idea, and am waiting to hear back, and will update you when I have any further information. 

Community Manager Community Manager
Community Manager
Status changed to: New Idea

Apologies for the lack of update on this one, I have raised it again in the hopes that we can get an answer for you.


As @Yastiandrie has mentioned documentation does not currently exist for these devices so if we were to publish the detail it would need to be created.

Level 21: Augmented

@DanK If only Quick start manuals exist these should be included some documentation is better than none.

Community Manager Community Manager
Community Manager
Status changed to: Not Now

Thanks for your suggestion, regrettably, this is not something we will be able to implement right now.

Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Download now
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now