Rashmi
Level 1: Cadet

Telstra Smart Home

I have been trying to login in to my app for smart home, error comes to contactact technical support.

These technical people do not listen. I am so frustrated that I will cancel and return the unit back. 

I will want a easy and quick resolution.

i get reply saying that I have to wait 48 hours to get my account linked.

Sorry I am sure my app has been linked to my old phone and account that I had with my old house, hence I cannot log in.

i can log in to my telstra account no problem.

i am thinking of changing to another on line monitor service which gives you instant log in access.

if any Techical staff can help resolve my problem within next hour , I will just forget about it.

 

 

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6 REPLIES 6
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Home

If you log into your telstra account via http://telstra.com/myaccount do you see the smart home service there?

 

Also was it smart home faults you spoke to? (dialling 13 22 00 and saying "smart home faults" to the robot lady)

I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Rashmi
Level 1: Cadet

Re: Telstra Smart Home

Hi No I cannot see Telstra Smart Home, order processed and authenticated, i logged in with my Telstra ID. The link between app and my teltra account is the issue in my opinion, so why so complecated it is now 6 days and am no where.

Ihad old phone number i guess they used that that is the only logic.

 

If you can hel then it will be great and you will be star in my books. So far no luck  

Rashmi
Level 1: Cadet

Re: Telstra Smart Home

No I cannot see smart home, no it was not a robot. On the form when i signed up the telephone no was not correct will it cause issues.
The account order processed and authenticated to my correct account but phone number may be old number
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Home

If you're not seeing the smart home account when you log in to the Telstra website that will be the a reason why I you can't log into the app. If you haven't already, contact Smart Home Faults and they can investigate it for you

I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Rashmi
Level 1: Cadet

Re: Telstra Smart Home

That is the issue it cannot take 4 days to investigate
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Home

Unfortunately if an issue like this, which sounds like a backend misalignment, occurs. It has to be escalated to the relevant back of house team to fix it. Those teams work on a queue system
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator

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