CrowdSupport®
Level 1: Cadet

Broadband Protect Error Message

Answered

“We couldn't process your request because of a network error. Try again, or if you need help, contact us.”

I have been in contact with Telstra Cyber Protect because several common websites were blocked to me. I was told to go into my settings to change them but get the above error messages. It’s now a week later, Cyber Protect no longer replying and haven’t said why I’m getting the error.

My own settings should not be interfered with by any provider. Obviously they don’t want me to know why the blocking. Anyone have the same ??? Thanks

1 ACCEPTED SOLUTION

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Broadband Protect Error Message

This in myaccount?

You generally get that error message if you don't actually have Telstra Broadband Protect on the Account. You can contact billing and ask if it is on the account and to remove if it is
I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator

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3 REPLIES 3
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Telstra (Retired)
Telstra (Retired)

Re: Broadband Protect Error Message

Hi AussieChick1, 

 

Is this error the same with another browser or device? 

 

 

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Highlighted
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Broadband Protect Error Message

This in myaccount?

You generally get that error message if you don't actually have Telstra Broadband Protect on the Account. You can contact billing and ask if it is on the account and to remove if it is
I am Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator

View solution in original post

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Level 2: Rookie

Re: Broadband Protect Error Message

Hi,
I got the same error message and, after contacting online chat then calling Telstra (and after repeated requests to reboot my modem or log in from another computer) it ended up being very simple.
Apparently the billing dept has it that Broadband Protect "expires" after a year! Even though it is usually part of your bundle and you don't have to pay, you actually have to contact billing to have it reinstated or you will get the network error message when you try and access it in your account. Mindblowing. The tech guys have no idea this is an issue and billing does not let you know anything. Why expire part of you bundle anyway? Go figure, but the solution is to contact billing. Not technical.

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