Milestogo
Level 2: Rookie

Smart Home without a subscription

I have Nbn with Telstra along with multiple mobile devices.
I contacted Telstra Facebook support to see if I could use a smart kit without a subscription service. They said yes, just log into the app and connect the devices. So I purchased a camera kit from someone who never set theirs up as they were told it was a free accessory and had a kit for sale.
I can’t log into the app with one of my usernames, it says to call 132200.
Called and spoke to plat support, they said they can’t assist, to call sales; but I don’t want to pay for a subscription.
Is it a matter of activating the app access, and/or adding the assets to the account? It also came with two extra power plugs.
Unfortunately I can’t get through, can anyone advise?
Hope I didn’t waste my money now Smiley Sad

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
8 REPLIES 8
343GuiltySpark
Level 23: Superhero
Level 23: Superhero

Re: Smart Home without a subscription

It's a subscription service, you will need to pay a monthly fee to use it.
I work for Telstra, but my opinions are my own and not that of Telstras
Milestogo
Level 2: Rookie

Re: Smart Home without a subscription

I’ve been told by 3 different Telstra help services that I don’t need it if I’m a Telstra customer.
The Facebook messenger, the 24/7 chat and the play support who said the assets need to be put on the account.
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Smart Home without a subscription

If the subscription isn't active it won't work at all.

The base subscription is $10 per month, but it is required for it to work.

That being said, if you believe that you were told incorrect information I would suggest lodging a complaint so they can look into it for you - https://www.telstra.com.au/support/category/account-billing/manage-account/our-complaints-handling-p...

Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Smart Home without a subscription

It needs a subscription and a smart home hub for the devices to connect to.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Milestogo
Level 2: Rookie

Re: Smart Home without a subscription

The kit came with a home hub Smiley Happy
Yes I have the records of the play support who said the assets needed to be added and also the Facebook team.
Milestogo
Level 2: Rookie

Re: Smart Home without a subscription

Ok so it’s the ‘cloud service app and storage plan’ that is required is that correct? I can’t find anywhere on the website that states a $10 a month subscription.. Can you please point me in the right direction?
Thank you
Milestogo
Level 2: Rookie

Re: Smart Home without a subscription

Ok so I can do a casual plan Smiley Happy

‘The Smart Home Cloud & Service plan is charged on a monthly basis with no minimum term lock-in contracts and does not include any Early Termination Charges, however an active Smart Home Cloud & Service plan is required to use the devices in your Telstra Smart Home kit.’

$10 per month.
Thank you.
https://www.telstra.com.au/help/critical-information-summaries/personal/smarthome/smart-home-plans/t...



DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Smart Home without a subscription

That is the one. Smiley Happy 

 

 

Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Telstra Smart Modem

Plug in and connect in minutes. Smart.

Find out more