username78
Level 1: Cadet

Telstra Air not working

I recently ported my service away from Telstra to another provider (from a business account) and then ported it back to Telstra on a cinsumer account. Since porting my service back to Telstra I have not been able to connect to Telstra Air WiFi. I've made phone calls to support spending several miniutes on the phone trying to troubleshoot the issue but I haven't been able to get a resolution. When I attempt to Authenticate for Telstra Air using my Telstra ID (No Telstra Air app installed) I get an error message - "THIS SERVICE IS CANCELLED". Is there anyone available from Telstra who can assist me in fixing this? Its obvious that my Telstra Air access was removed when I ported my service away from Telstra but wasn't reinstated when I ported it back to Telstra.

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4 REPLIES 4
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Air not working

Hi @username78

 

If you go to the MyAccount login page and login with your Telstra ID and password, what screen comes up afterwards?

 

If you get a Welcome screen with an 'add account' button, click on that and complete off the form (Name, DOB, contact email, mobile number or billing account number (BAN's for residential services start with 2000))

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
username78
Level 1: Cadet

Re: Telstra Air not working

My mobile service as well as my home internet service are both already associated with my Telstra ID.
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Air not working

Try clicking on the internet service on the my account page and seeing if Telstra air is enabled. If not, you should be able to turn it on there
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
username78
Level 1: Cadet

Re: Telstra Air not working

It is already turned on in my account. That’s the other issue as well. The Telstra Air homespot being broadcast by my modem doesn’t work for anyone. It doesn’t even give out an IP address to the devices trying to connect to it. Home Internet works fine.

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