DG4444
Level 5: Eagle Eye

Is Telstra Air Service Down

Answered

Telstra air was working this morning.

It stopped working tonight and my Bigpond account states that the Telstra Air status is unknown.

Anyone else having the same problem?

 

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1 ACCEPTED SOLUTION

Accepted Solutions
DG4444
Level 5: Eagle Eye
Accepted Solution

Re: Is Telstra Air Service Down

Hooray - After a significant amount of gnashing of teeth and tearing of hair my Telstra Air now works.

 

Thanks to Maggie, Nikolas and especially Rick for all of their help.

 

The cause of the problem was my Telstra ID. It seems that the new Telstra systems had problems recognising old Telstra IDs of the form xxxxx@bigpond.net.au . This prevented things form activating and registering correctly.

 

Thankfully Rick from the "backroom" was able to work that out.

 

Thanks All.

 

111111111^2 = 12345678987654321

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17 REPLIES 17
x0Deano0x
Level 2: Rookie

Re: Is Telstra Air Service Down

didn't see any faults around. 

jump on the services status thing

next time to see what the dealio is

if nothings reported give them a buzz

might be a new problem

 

http://servicestatus.telstra.com/

DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

 

Hi Deano,

 

Expect that your advice would normally be really useful; however, Service status is down and  tech support couldnt really say what the problem I was having could be as the Account Management System is currently being "synched" and wont be working again until the 12/1.

 

So I thought that i should see if  Crowd Support had any useful ideas.

 

Dave

 

IMG_3983.png

 

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

Update. Problem escalated to "the back room" .

My Telstrax24 app tells me that the status of my account is unknown.

Telstra support have no idea what is wrong.

 

 

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

 

Still have the problem.  
My Telstrax24 app tells me that the status of my account is unknown.
Telstra support have no idea what is wrong.

 

Now I'm getting adds offering  "Enjoy red carpet treatment whenever you need tech support with Telstra Platinum. Get 20% off now" 

 

Makes me wonder if Telstra are doing this on purpose to get me to pay for Platinum!

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

THE BAD NEWS: I still have the same problem.

THE GOOD NEWS: The annoying Platinum Service advertisement has gone away.

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

I still have the same problem.

 

 

Whoever is running the Telstra Air project should be sacked.

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

I've been sort of asked by the moderators to stop flooding the space. It appears that a reply to 8 different user questions is classed as a flood.So watch out all of you active repliers.

 

Telstra wants Telstra CrowdSupport to be an engaging and inclusive space that focuses  on intelligent discussion of relevant subjects.

 

My subject is that I think that Telstra Air is having serious problems. I think that this relevant.

I'm after some intelligent discussion from someone, anyone on this subject. For that to occur I need Telstra to provide some facts about the  Telstra Air department.

 

Come on Telstra, if you're after open and honest communication then why don't you start sharing the truth about what is going on instead of shutting down dissent. Then perhaps we could have an intelligent conversation.

 

Otherwise, we, the customers, will just be faced with repetitious questions from people having Telstra Air accounts management, modem configuration, activation, hotspot joining, data usage,  etc .problems of which there can be no intelligent conversation.

 

Telstra should tale a good look at the values that it espouses at  https://www.telstra.com.au/aboutus/our-company/present/purpose-values

 

Especially the the ones about  "Being a values-led organisation means we must have the ... Willingness to take responsibility ...and .... Courage to challenge ourselves and others when values are not met"

 

 

 

 

 

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

 

Why have I been getting these messages for over two weeks?


How much "later" should I try again?

Why has my status been "unknown" for over two weeks?

 

Courageous, responsible and intelligent conversation from someone at Telstra would be welcomed.

 

image.jpeg

 

image.jpeg

 

 

 

 

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

Dear Telstra,

Why has my Telstra Air been down for over two weeks?

 

 

 

 

image.png

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

Can someone at Telstra please tell me what the "Something" actually is and what Telstra's definition of "later" is.

 

 

image.jpeg

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

 

Telstra Complaints department just called about my escalation. They still dont know what the problem is.

 

Someone in the back room, who does not face the customer, is suppose to be working on something and they dont know when it will be resolved. 

 

Gee thanks for the call, that was really helpful Telstra.

 

If only the below was true.

 

 

FullSizeRender.jpg

 

 

 

 

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

Why do i get the following message when i try and connect to a Hotspot using the Telstra Air app?

 

IMG_4064.PNG

 

 

 

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

Why do i get this message when I try to connect to the Telstra Air Hotspot without the Telstra Air app?

 

IMG_4065.PNG

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

Status update:

I interacted with Telstra on Facebook with no real effect other than having to repeat the same problem to a new bunch of people. My Telstra Air still does not work, I still don't know what the root cause of the problem is and I still don't know when it will be fixed.

 

I have since raised.a complaint with the TIO and I have sent an email to Gerd Schenkel. Perhaps Gerd can answer my questions.

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

An gruff and rude anonymous caller rang me today saying that they were from Telstra. She said that it was a courtesy call to let me know that Telstra had received my TIO complaint and that a Case Manager would contact me within 10 business days. 

 

 

 

 

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DG4444
Level 5: Eagle Eye

Re: Is Telstra Air Service Down

Hurray!

 

Maggie from Telstra Customer Relations called and is tracking down my problem for me.

This looks promising as Rick, Telstra Engineer has called me and has started technical investigations.

 

Stay tuned .....

  

111111111^2 = 12345678987654321
DG4444
Level 5: Eagle Eye
Accepted Solution

Re: Is Telstra Air Service Down

Hooray - After a significant amount of gnashing of teeth and tearing of hair my Telstra Air now works.

 

Thanks to Maggie, Nikolas and especially Rick for all of their help.

 

The cause of the problem was my Telstra ID. It seems that the new Telstra systems had problems recognising old Telstra IDs of the form xxxxx@bigpond.net.au . This prevented things form activating and registering correctly.

 

Thankfully Rick from the "backroom" was able to work that out.

 

Thanks All.

 

111111111^2 = 12345678987654321

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