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Sez70
Level 1: Cadet

NBN switched to mobile network

Answered
Hi, I received an email saying that my NBN is on the mobile network, but Telstra needs my help to switch it back. When i log in it sends me to a troubleshooting page, with no relevant area. All the lights are green on my modem so i don't understand what is going on. Can anyone help? Thanks
1 ACCEPTED SOLUTION

Accepted Solutions
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: NBN switched to mobile network

It could have been that you were temporarily on the mobile back up, but if the link and online lights are both green your service is working and id ignore the message. Its Its something that is being looked into.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.

View solution in original post

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4 REPLIES 4
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: NBN switched to mobile network

It could have been that you were temporarily on the mobile back up, but if the link and online lights are both green your service is working and id ignore the message. Its Its something that is being looked into.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.

View solution in original post

dragon77
Level 1: Cadet

Re: NBN switched to mobile network

Hi Sez70,
I'm having this problem now, and I'm also getting emails and text messages saying I've been on the mobilenet for 14 days...and they'll switch me off if I don't fix it. I can't get Telstra on the phone, they are experiencing a high number of calls. Great. So I thought I would ask someone here, did you find anything out later? Thankyou for your reply Smiley Happy
Level 23: Superhero
Level 23: Superhero

Re: NBN switched to mobile network

Hey @dragon77, you chat with the Telstra NBN team here If you service has a fault the team will be able to try and resolve it or send an NBN tech out to investigate
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra as a Complex Customer Support Specialist in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
dragon7777
Level 1: Cadet

Re: NBN switched to mobile network

Thankyou very much, I could not find the link, I will do so now Smiley Happy
(I had to re-set my sign in name because the crowdsupport website wouldn't allow me to sign in under the previous name dragon77 - it wanted me to rename myself and get new avatar)

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