Feeds

Telstra shuts out prepaid mobile broadband rechargers

Gremlins in the system in lead up to NYE

High performance access to file storage

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.” ®

High performance access to file storage

More from The Register

next story
Audio fans, prepare yourself for the Second Coming ... of Blu-ray
High Fidelity Pure Audio – is this what your ears have been waiting for?
Dropbox defends fantastically badly timed Condoleezza Rice appointment
'Nothing is going to change with Dr. Rice's appointment,' file sharer promises
Did a date calculation bug just cost hard-up Co-op Bank £110m?
And just when Brit banking org needs £400m to stay afloat
MtGox chief Karpelès refuses to come to US for g-men's grilling
Bitcoin baron says he needs another lawyer for FinCEN chat
Zucker punched: Google gobbles Facebook-wooed Titan Aerospace
Up, up and away in my beautiful balloon flying broadband-bot
Apple DOMINATES the Valley, rakes in more profit than Google, HP, Intel, Cisco COMBINED
Cook & Co. also pay more taxes than those four worthies PLUS eBay and Oracle
It may be ILLEGAL to run Heartbleed health checks – IT lawyer
Do the right thing, earn up to 10 years in clink
France bans managers from contacting workers outside business hours
«Email? Mais non ... il est plus tard que six heures du soir!»
Adrian Mole author Sue Townsend dies at 68
RIP Blighty's best-selling author of the 1980s
prev story

Whitepapers

Mainstay ROI - Does application security pay?
In this whitepaper learn how you and your enterprise might benefit from better software security.
Five 3D headsets to be won!
We were so impressed by the Durovis Dive headset we’ve asked the company to give some away to Reg readers.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.