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FastEd
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

What did you pick from the list to lodge your complaint? Nothing looks remotely relevant
Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Thank you @bmanfield, I have contacted our Complaints Resolution Team and requested you are assigned a case manager and contacted as soon as possible.

 

Please do let me know how it goes.

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bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

I've finally been contacted by the complaints resolution team. The first response seems to be that its an operator issue configuring the application via the web interface. They have also advised that the issue is related to logging.

 

I clarified that the service is not working wholly for me. I also asked them to obtain an ETA for resolution given that the problem has been known for over 3 months. I recommended they post progress updates to Crowd Support as thats where most of the support requests are stemming from.

 

Ben

Community Manager Community Manager
Community Manager

Re: Telstra Mobile Protect Not Working

Hi @bmanfield and @FastEd,

 

I have requested an update from the team managing this. I will update on CrowdSupport as soon as I have new information.

 

Thank you.

 

Kind regards,

Emma.

Community Manager Community Manager
Community Manager

Re: Telstra Mobile Protect Not Working

Hi @bmanfield and @FastEd 

 

I have an update that this issue should be resolved within the next three to four weeks.

 

Apologies for any ongoing inconveniences.

 

Kind regards,
Emma.

bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

I have logged three separate incidents to fix this error.

This is the latest iteration of the error. They tell me it will be fixed within 24 hours. But it never is. The removal fails.

 

Error removing Mobile Protect from this service (Removal incomplete).
Please contact Telstra support on 1800 266 000 for support.

 

The phone number is invalid. And mobile protect is locked out because it cant be removed.

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Hi bmanfield,

I'm sorry to read that this matter remains unresolved & that the phone number supplied appears to be invalid. I can see you mentioned a complaints case in may (SR 1-2059858160889) if this is the case in question please confirm that & I'll reach out to the case manager on your behalf.

Angela 

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bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working


@Angela_H wrote:

Hi bmanfield,

I'm sorry to read that this matter remains unresolved & that the phone number supplied appears to be invalid. I can see you mentioned a complaints case in may (SR 1-2059858160889) if this is the case in question please confirm that & I'll reach out to the case manager on your behalf.

Angela 


Hi Angela,

Thats correct.

 

Cheers

Ben

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Thanks for the clarification. This case is marked as closed, I assume what was promised at the time wasn't done?. If you could clarify further I  can work out who can help you best on this -Angela 

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Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Just checking in here bmanfield, 

 

Are you able to give us a little more information to provide you case manager to reopen the complaint?

 

Please let me know.

 

- Matty

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bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

Hi,

Advised that mobile protect services werent working on services able to be managed via web interface.

Advised that service protect was 'being removed' according to the web interface on my other post paid service. Web interface fails to reset. Customer service advise that the service is not connected to my number.

Advised that third level support were 'working on fixing the issue' but could not provide an ETA.

Complaint closed with disatisfaction.

Still cant configure Mobile protect on my mobile number because web interface says its in the process of being removed, please wait. (Waiting over 24 hours. Still there)

Mobile protect service itself doesnt even work on those services that allow me to configure it. Specifically, post paid service.

Ony advised yesterday that Mobile protect will be fixed in 4-6 weeks via crowd supprt.

Online chat are useless.

I have a 1800 number to call directly now. Expecting a call back at 3pm today to verify if the issues is resolved. The web interface still says Mobile protect is being removed so I will report its not fixed.

Thanks.

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Thanks for the reply @bmanfield.

 

It is good to read that this matter is being followed up further and that a call back promise has been made. Don't hesitate to keep us updated.

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Vee1374
Level 1: Cadet

Re: Telstra Mobile Protect Not Working

im havig issues getting this product to work on any of my intended mobiles

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Hi Vee1374,

 

As mentioned above in this thread, there is a known issue that is currently being worked on and is currently expected to be resolved within the next three to four weeks. Apologies for any inconvenience this may cause.

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bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

Issue now changed to 'Mobile Protect Dashboard not Available' for all users on my account.

JBJB1
Level 1: Cadet

Re: Telstra Mobile Protect Not Working

It has now been 4 weeks, any further updates?

 

I have configured mobile protect on my son's device, and it's not restricting phone or internet.

 

What will it take for Telstra to prioritise this functionality?  Another child committing suicide due to cyber bullying, while the parent assumes that Telstra has blocked access and stopped unknown callers from contacting their child? 

 

This issue appears to have been ongoing since at least the beginning of this calendar year.  Is there not a single executive at Telstra that knows about this issue?  What do they use to monitor and protect their children on this network?

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Hi @JBJB1

 

Thanks for reaching out and very sorry for the ongoing concerns this is causing.

 

I can confirm that there are no further updates on this however the matter has been reported to the relevant teams for investigation.

 

Please reach out if you have any other questions or concerns and all the best.

 

- Jimmy

 

 

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bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

I've logged another complaint. Was promised a response within 48 hours. *crickets*

bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

Still no response. Still an issue with Mobile Protect removal failing on my mobile number. Cannot remove or configure the mobile protect service on my number. Support number provided as part of the error is invalid as 'promotion has ended' message received when it is contacted.

 

Also need file type exclusions added to mobile protect to stop wasting data on torrent downloads.

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

OK, thank you for this update bmanfield. I apologise for the troubles, give our team a call on 13 22 00 and we will remove this with you. Please let me know how you go.

- Ryan

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Todd58
Level 1: Cadet

Re: Telstra Mobile Protect Not Working

Look, this was working fine, recently all I see is an error message 'An error occurred in setting up this service.
Please contact Telstra on 1800 266 000 for support.
'

 

I had a bunch of numbers and now i'm getting all these calls again from OS numbers.

 

I tried to call someone but ended up on an OS call centre and they had no idea what to do.

 

When will this be fixed please????

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Hi Todd58,

Apologies that you're getting this error, I can see how that wouldn't be helpful. 

Can you tell me how long this has been an issue for & at what point the error comes up? 

Angela 

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Highlighted
Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Hi Todd58,

 

Just following up, did you end up contacting the support number you're getting? If so, how did it go?

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bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working


@RyanH wrote:

OK, thank you for this update bmanfield. I apologise for the troubles, give our team a call on 13 22 00 and we will remove this with you. Please let me know how you go.

- Ryan


That would be the 5th time I'd try ringing them. Simply put its a waste of time. They dont know anything and cant put me through to a product specialist.

Ben

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Hey bmanfield,

 

What was the last escalation reference number you had assigned starting with an SR? If this can be confirmed we will be able to request further followup be provided on this for you? 

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bmanfield
Level 3: Gumshoe

Re: Telstra Mobile Protect Not Working

I cant recall. I think they're both in this thread or similar. One was SR 1-2059858160889. But I dont know if that was the last one.

Support Team
Support Team

Re: Telstra Mobile Protect Not Working

Thanks for having that confirmed @bmanfield and I have sent on through a request for your case manager to get back in touch with you asap. I don't have access to schedules so I have included our contact within the complaints team to ensure this is actioned asap. Please allow 3 business days for this contact to be completed and let us know how the call does go. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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