I have been having this same problem and here it is 2016, so I guess Telstra still are getting things sorted. I have spent hours and hours with the technical support. Even tho. they have spent time and tried everything, eg including changing passwords twice and still can't receive emails on MAIL programme. Given up trying to fix it and shall either change ISP or as they have not provided the service I pay for, get a refund.
Technology getting worse in the Southern Highlands anyway.