Telstra Air Fault

[markavino]

I am having an ongoing issue with Telstra Air. 

It started last Monday, when I tried to login and found that the address to access the login page address had changed from https://www.telstra.com.au to https://telstra.com (along with the rest of the complete login address) 

I had to re save my auto login username and password to the new altered address, but cannot login. 

The page is in an infinite loop. 

Please help! 

I have called the Telstra 132200 number and they say that my username is activated for Telstra Air access .

[GusW]

Hi Markavino.

Sorry to hear of the issues your experiencing when attempting to Telstra Air.

Just to clarify, are you trying to connect using a mobile device or tablet or with a laptop? 

Can you please try clearing your browser history, cache and cookies and then reattempting the steps here https://tel.st/amqlf .

Please let me know how you go.

- Gus

[markavino]

Hi Gus, 

Thanks for your reply. 

I have tried connecting via my Windows 10 Phone, a laptop running Windows 10 & Linux, and also on a tablet running Android 8.1. 

I have cleared cache and cookies on each of the browsers I use. 

Unfortunately, I now believe that the local hotspot has a fault (West Gladstone, QLD) as I asked a friend in Burnett Heads (he lives next to a Telstra Air hotspot) to try connecting with my username and password, and he connected immediately. 

I have contacted the Telstra Air faults department and they were of little help, promising to provide a solution, but no reply after 7 days.  

It's quite disappointing. 

Regards,

Mark

[GusW]

Thanks for the update with the requested details Mark.

I think the troubleshooting and confirmation from your friend are accurate here toward some larger issues.

I've located and confirmed our Telstra Air Technical Support team are certainly the best path toward resolution and can be reached on 132200 (say Telstra Air Technical Support) at any hour. Although you hadn't received a reply from initial contact with this team, I'd strongly suggest making contact again to see if there is any update or escalation point in relation to accessing the hotspot in mention. 

In the mean time, using the 24x7 App (https://tel.st/59pd8) or online locator tool https://tel.st/cymbl , is there an alternate location you can connect to in the mean time? 

- Gus

[markavino · Accepted solution]

Hi Gus, 

I will call Telstra customer support again and see when the local hotspot is expected to be operational. 

Thank you for again your help. 

Regards,

Mark