Telstra customers affected by a prolonged prepaid system outage

news:Telstra customers affected by a prolonged prepaid system outage

A system that handles activations and recharges for Telstra’s prepaid services has been down for an extended period.

The telco identified the issue in notification but gave no timeframe for when it may be fixed.

“We’re looking into a problem that’s affecting certain Telstra prepaid requests,” the telecom stated in a statement.

They added that recharging or activating new prepaid services may be tricky for customers. Still, they’ve made some modifications for customers experiencing issues recharging, so they continue to use the service as usual. 

Late Wednesday evening, Telstra clarified on social media that it had made a few adjustments to guarantee customers can still make and receive calls, as well as access the internet, regardless of their balance.

Customers with low prepaid balances would be able to reload to continue service, which would temporarily solve the problem.

Some consumers said they could pay for a recharge, but their prepaid balances were not affected by it. Others couldn’t get the prepaid recharge system to function at all.

According to Telstra’s social media acknowledgements, the issues have been ongoing for about two days, and the cause is system maintenance work.

4.10 p.m. update: Telstra confirmed the problem and added it had been resolved.

“Recharging failed intermittently for some customers yesterday due to a problem with our prepaid platform,” a spokesman stated.

“Because we understand how important it is to be connected, we made sure that prepaid customers could use their phones as usual, regardless of their balance, while we worked to resolve the situation.”

This morning, the recharging platform was restored, and we appreciate our customers’ patience.

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