wildtales
Level 6: Bloodhound

New Device does not show on my account or My Telstra

Answered

New device with Telstra sim does not show up on My Telstra or on any of my accounts even though I have typed in the mobile number associated with device. Telstra says wait 15 days, yet I already receive emails to recharge this device. I am using a Telstra sim , however ,  the device was purchased from another source.

1 ACCEPTED SOLUTION

Accepted Solutions
wildtales
Level 6: Bloodhound
Accepted Solution

Re: New Device does not show on my account or My Telstra

Ok, thanks. It looks like I will need to contact Telstra or wait the 15 days before that SIM is added to my account.

View solution in original post

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14 REPLIES 14
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: New Device does not show on my account or My Telstra

If you are using a device purchased elsewhere, that won't show up on your account.

 

But if the Telstra SIM is one that is included in your account services, then the number for that SIM should show up.

 

Where did you get the SIM from? Was it one you already had or if you bought it as a new service, did you do that by adding it to your account? If not, then you need to add that SIM service to your account if you want to see it there.

 

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
wildtales
Level 6: Bloodhound

Re: New Device does not show on my account or My Telstra

The sim was purchased at a phone shop as the devise , "mobile wifi" did not have a SIM included. It is registered with Telstra yet does not show up on my account.

Dowser
Level 21: Augmented
Level 21: Augmented

Re: New Device does not show on my account or My Telstra

What sort of device are you referring to?.

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: New Device does not show on my account or My Telstra

So you purchased a Mobile Wi-Fi device and DATA SIM outright, from a non Telstra shop? Did you provide any details of your Telstra account in that process? If not, how would you expect Telstra to get that information so they could show it on your account?

 

You may end up with a seperate account/bill/staement - just for the pre-paid? data sim.

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
wildtales
Level 6: Bloodhound

Re: New Device does not show on my account or My Telstra

My new device is a TP-Link Mobile WiFi. It did not come with a SIM so I purchased a Telstra SIM

wildtales
Level 6: Bloodhound

Re: New Device does not show on my account or My Telstra

The SIM was activated via Telstra and they sent me an email to confirm that my new SIM card had been activated by them

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: New Device does not show on my account or My Telstra

Sure, Telstra has activated the SIM, but that is a different process to adding the SIM number to your Telstra account. Did you provide details of your Telstra account or ask fo it to be added to that account?

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
wildtales
Level 6: Bloodhound

Re: New Device does not show on my account or My Telstra

No, I was not asked for my Telstra account, only my mobile phone, which is also on Telstra

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: New Device does not show on my account or My Telstra

Did you ask for the new SIM to be on the same account as your mobile phone?

 

Otherwise your mobile number will only be used as a contact as the device owner/user..

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
wildtales
Level 6: Bloodhound
Accepted Solution

Re: New Device does not show on my account or My Telstra

Ok, thanks. It looks like I will need to contact Telstra or wait the 15 days before that SIM is added to my account.

View solution in original post

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: New Device does not show on my account or My Telstra

I wouldn't count of it magically appearing after 15 days  Smiley Happy

 

If you log in to your Telstra account in a browser (can't see the option in the app - but didn't look hard), when you go to the Services page, there should be an option at the bottom "Can't see one of your services' - click on that, then follow the process and you should be able to add that DATA service to your existing account/services..

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
wildtales
Level 6: Bloodhound

Re: New Device does not show on my account or My Telstra


All I get is
We've received your request your service may take up to 15 days to display
 

 

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: New Device does not show on my account or My Telstra

OK..  I have never had it take that long, but I have only ever added post paid services, which took 48 hrs max.  Maybe because it was done through a non Telstra retailer? Might just have to wait and see - not such a hard task with a prepaid service I suppose.

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Dowser
Level 21: Augmented
Level 21: Augmented

Re: New Device does not show on my account or My Telstra

Wait for the 15 day period then contact Telstra Support, if necessary.

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