Feeds

Telstra shuts out prepaid mobile broadband rechargers

Gremlins in the system in lead up to NYE

Internet Security Threat Report 2014

Telstra’s prepaid mobile broadband customers endured a frustrating end of year technical meltdown, with hundreds off customers unable to recharge online.

The carrier did not reveal the number of affected customers, but customer service representatives said that hundreds of prepaid customers were unable to use the online platform due to intermittent problems over a three week period. A Telstra spokesperson said the technical issue related to “an unrelated network upgrade that resulted in some customers experiencing issues recharging using self care.”

Affected customers received various error messages when trying to recharge online.

The spokesperson said that the despite the online outage there were alternative options for people wanting to recharge including by phone, BPAY, PALPAY and electronic vouchers.

The rub, however, came as due to an overwhelming number of calls to the service all attempts to pay via phone were deferred to a customer service message asking disgruntled customers to wait 20 minutes and try again online.

And while Telstra has invested heavily in ensuring its customer contact points are as social and around the clock as possible, such ‘Crowd support’ and ‘24/7 support‘, they all depend on having a functioning broadband connection.

In another misfiring contingency plan, the Telstra Media Hotline, usually manned by proactive PR operatives, featured a recorded message stating that all queries would be most speedily and efficiently answered if committed to email - again useless if one’s prepaid broadband account is offline and un-rechargable. A Telstra spokesperson claimed that the impact lasted just over one week, “however there was further congestion which you would have experienced due to the sheer volume of people recharging at this time of the year.” ®

Providing a secure and efficient Helpdesk

More from The Register

next story
Doctor Who's Flatline: Cool monsters, yes, but utterly limp subplots
We know what the Doctor does, stop going on about it already
Facebook, Apple: LADIES! Why not FREEZE your EGGS? It's on the company!
No biological clockwatching when you work in Silicon Valley
'Cowardly, venomous trolls' threatened with TWO-YEAR sentences for menacing posts
UK government: 'Taking a stand against a baying cyber-mob'
Happiness economics is bollocks. Oh, UK.gov just adopted it? Er ...
Opportunity doesn't knock; it costs us instead
Arab States make play for greater government control of the internet
Nerds told to get lost in last-minute power grab bid at UN meeting
Sysadmin with EBOLA? Gartner's issued advice to debug your biz
Start hoarding cleaning supplies, analyst firm says, and assume your team will scatter
Zippy one-liners, broken promises: Doctor Who on the Orient Express
Series finally hits stride, but Clara's U-turn is baffling
Don't bother telling people if you lose their data, say Euro bods
You read that right – with the proviso that it's encrypted
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
Win a year’s supply of chocolate
There is no techie angle to this competition so we're not going to pretend there is, but everyone loves chocolate so who cares.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.