Je_Jo_Ro
Level 2: Rookie

Telstra Air

Answered

I joined the Telstra AIR with my new Modem Telstra Gateway Max TG799  3 weeks ago and I was adviced Air Internet will be active within 3 to 5 business days but up to now my Modem is showing Telstra Air is down.

 

My Internet and wifi are working with out any problem. Air Internet not working does not effect me but it will effect those want to connect to Air internet.

 

Further, I would like know to is it compulosry for me to keep modem on 24/7?

 

Regards

Jo

1 ACCEPTED SOLUTION

Accepted Solutions
DrQ
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Telstra Air

Depending on your internet line speed, the modem will stop broadcasting if your speed is below its threshold, this is a safety mechanism built into the Telstra Air program to protect your experience Smiley Happy

As with the modem being turned on, I can't see that being a requirement, but I have not see an official stance one way or anther for that one.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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9 REPLIES 9
DrQ
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Telstra Air

Depending on your internet line speed, the modem will stop broadcasting if your speed is below its threshold, this is a safety mechanism built into the Telstra Air program to protect your experience Smiley Happy

As with the modem being turned on, I can't see that being a requirement, but I have not see an official stance one way or anther for that one.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

View solution in original post

Je_Jo_Ro
Level 2: Rookie

Re: Telstra Air

Thankyou for the prompt reply and info.

IvanS
Support Team
Support Team

Re: Telstra Air

Hi Je_Jo_Ro,

 

No your modem doesn't have to be on for you to be able to access the Telstra Air network when at hotspot locations. 

When you log into your My Account here: http://tel.st/cpyn does it now list it as being active on your account? 

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Penno
Level 2: Rookie

Re: Telstra Air

What is the thereshold?

DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Air

No official announcement has been made on the exact threshold that I have seen... One of the tech staff said it was because they were still adjusting it as required. It has been said that it was set over 5Mbps but that might have also changed.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

danmurdoch2
Level 1: Cadet

Re: Telstra Air

Can anyone advise me how to join this Telstra Air WIfI program. It says on my account that it is active and to contact tghe owner. I am the owner. I rang Telstra a month ago and they said they would contact me never did. What do I do??? I have a telstra email account but never ever used it and dont know the password.

 

Dan

DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Air

You would need to use the BigPond account, you can reset the password from the log in page Smiley Happy
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Kathleen_Archer
Telstra (Retired)
Telstra (Retired)

Re: Telstra Air

It sounds like there could be someone else listed as the legal lessee of your account. Only the legal lessee can access Telstra Air at this stage so please call 133 933 (say Telstra Air) and ask to be made the legal lessee.

What is the error message you are receiving when attempting to log in to the App?

I work in the Telstra Air product team at head office so please feel free to PM me with your bigpond username and we will look into this for you further.

Thanks

danmurdoch2
Level 1: Cadet

Re: Telstra Air

Thanks I am overseas now and will respond when back in Australia. Appreciate the assistance.

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