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Level 1: Cadet

Telstra Air Browser Login Window Won't Open

Answered

I had been successfully been using Telstra Air via the Fon Wifi connection for over 6 months from my unit on a PC Laptop.

 

For the last 3 days my Telstra Air will no longer open a browser to login to connect. Although it says connected, no browser will open to login and thus the internet has stopped working.

 

Things to note:

 

- 3 days ago my problem started

- 3 days ago the FON and Telstra wifi signals went from 2/5 bars to 5/5 bars of strength (eg. appearing to be better)

- 3 days ago my neighbour got Telstra internet (I can see a new private connection of 5/5 bars strength, I have two other neighbours on 1 or 2 bars strength with different service providers Dodo and IiNet)

 

 

I called Telstra Air support, she explained three reasons why it may not be working.

 

1) Only one device can be connected via the login.

     - I am the only one trying to log in and no other devices are logged in

 

2) The home modem may not be working

    - I went to my farm yesterday where the modem is at and it was connected and working fine, I used the ADSL wifi there without a problem. (Its ADSL because it's a rural farm and their is no other connections available eg. no NBN)

 

3) Too many people logged in

    - For the last 6 months since activating Telstra Air, I have always been able to log in at my home. Even at busy times eg. 5-7pm it was slower to login in and slower speeds, but I could always log in at a reduced speed and use things from Email to Youtube. I have tried connecting over the last three days at all hours, 4am, 8am, 11am, 5pm, 8pm, 10pm, 11.30pm (NOW!). It seems not feasible in my small town that too many people are logged in, especially at every hour of the day.

 

 

The support lady said there were no other possibilities of why it wasn't working and she couldn't help me and basically suggested I was stupid. Feel pretty bad after talking to her. I asked her if there was a fourth possibility since the other three were confidently ruled out, and she said, NO! 

 

In summary, FON and Telstra Air strong signal appears on my laptop, my wifi connects but says no internet, and usually when a browser loads to allow me to login and connect, no browser now opens (and manually opening one doesn't work). Any ideas? (Sorry for the essay!)

 

 

 

 

 

 

 

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
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Level 2: Rookie
Accepted Solution

Re: Telstra Air Browser Login Window Won't Open

Hi,

 

I use Telstra Air for my primary internet connection at home once I have used up all of my mobile data.

 

Going to http://msftconnecttest.com is something that I do when I am having trouble getting to the login page on my laptop or phone

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8 REPLIES 8
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Level 20: Director

Re: Telstra Air Browser Login Window Won't Open

When you say manually opening a browser won't work are you saying the browser won't open at all or do you mean you can't connect to Telstra Air manually by going to the Telstra Air address? Have you tried removing the WiFi connection and adding it back?

 

 

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Level 4: Private Eye

Re: Telstra Air Browser Login Window Won't Open

From personal experience with Telstra's level one support, I suggest you call 133933 tech support, report Telstra Air/Fon fault, have clear steps/evidence to explain to them how you can repeatably duplicate your problem, ask for a level 2 escalation, get a case number issued to follow up.

Insist you are transferred to a support specialist who is fully trained in Telstra Air operation & software.

If necessary, ask to lodge a formal complaint if the problem is not resolved in a reasonable (to you) time, that should result in you being allocated a local (Australian) Case Manager.

CrowdSupport is customer-based 'advice', we can't fix a broken service.

If it previously worked and is now not, something 'broke' at Telstra's end. Get them to fix it.

Highlighted
Level 2: Rookie
Accepted Solution

Re: Telstra Air Browser Login Window Won't Open

Hi,

 

I use Telstra Air for my primary internet connection at home once I have used up all of my mobile data.

 

Going to http://msftconnecttest.com is something that I do when I am having trouble getting to the login page on my laptop or phone

View solution in original post

Highlighted
Level 2: Rookie

Re: Telstra Air Browser Login Window Won't Open

Another thing I did to make my Telstra air connection more reliable was to connect to the access point using it's MAC address rather than it's SSID.

 

Sometimes when two of my neighbours both have Telstra Air hotspots, it disconnects from one and tries to connect to the other one

 

By forcing my computer to only connect to the one MAC address, I find my Telstra Air connection is more reliable

 

Below is a tutorial for how to connect to a Telstra air hotspot by it's mac address

 

https://www.netsetman.com/support/viewtopic.php?id=935

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Level 1: Cadet

Re: Telstra Air Browser Login Window Won't Open

Both of these.

 

My browser would not open automatically.

 

The Telstra air address won't load in a browser I open even when it says connected with 5/5 bars.

 

 

 

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Support Team
Support Team

Re: Telstra Air Browser Login Window Won't Open

Hi @carool

You can check for service disruptions in your area online via the following link: http://tel.st/6x6a

 

If there are no disruptions listed & you would like to have this investigated, please chat with us on the following link: http://tel.st/hsc3 (Choose Entertainment & Apps > Telstra Air)

 

If you're having trouble getting this investigated or resolved after doing above, I'd suggest raising a complaint through our online form viahttps://say.telstra.com.au/customer/general/forms/Email-Complaint with a brief explanation & your best contact details so a dedicated case manager can work with you until this matter is completely resolved. 

Upon submitting, you can expect contact within 2 business days & we'll aim to resolve within 10 business days. Depending on the issue, in some cases it may take longer to resolve. Keep note of the reference number too (SR 1-XXXXXXXXXXXXX)

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Highlighted
Level 1: Cadet

Re: Telstra Air Browser Login Window Won't Open

Thankyou the suggestion of using this http://msftconnecttest.com was of great help.

 

As I entered this into the bar, it came up as http://msftconnecttest.com/redirect which allowed my web browser to open the the login page and I could successfully connect.

 

I appreciate everyone's help and suggestions, I hope this will work long term. 

Highlighted
Level 1: Cadet

Re: Telstra Air Browser Login Window Won't Open

Thankyou ShannonD for providing some great links and how to go about it.

 

I have successfully managed to log in again, hopefully this will work again consistently and if not, I will know who to contact for help. 

 

Best wishes.

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