Level 2: Rookie



I have been trapped with a CCP0004 error for over a week now.

Whenever I call the 1800 135 103 number I get told to wait another 24-48 hours.

Incidentally, I have spoken to some technical people and they can see that my cable connection is online, however I cannot seem to escape the captive portal. I enter my credentials then receive the CCP0004 error.

To date I have troubleshooted everything on my end and provided MAC address many times over...

I am utterly frustrated with the support I've had so far, and after every 48 hour period I've had to re-tell the same old story about the error, then only to be told to wait another 48hours... With no explanation as to why?!?

As Justification I think being mislead repeatedly about the time frame the issue was supposed to be resolved in is more than enough...Is there a means of escalating the issue?

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Level 23: Superhero
Level 23: Superhero

Re: CCP0004

You could raise a complaint here
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

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  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
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Level 2: Rookie

Re: CCP0004

Thanks 343. I have and now things are progressing albeit slowly. The CCP0004 error is gone but I still cannot connect so that's progress!

The case manager has also had the excess data from my most recent mobile bill refunded.

I'm glad I'm finally getting traction Smiley Happy
Level 1: Cadet

Re: CCP0004

How long did it take for you to get online?

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit