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T_User_99
Level 4: Private Eye

24/7 App - Troubleshoot this service - doesn't work

I can't get the Telstra 24/7 app to troubleshoot my service - it keeps going around in circles.

 

That's hard to explain, so I recorded my experience using the app. https://www.youtube.com/watch?v=oYn98_lStac

 

I'm using iOS 10.2 on an iPhone 5c.

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5 REPLIES 5
Level 24: Supreme Being
Level 24: Supreme Being

Re: 24/7 App - Troubleshoot this service - doesn't work

It is the same one as here: http://tel.st/cares

It is working via the website so maybe a cookie/cache issue with the phone?
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

T_User_99
Level 4: Private Eye

Re: 24/7 App - Troubleshoot this service - doesn't work

Well I can't get to the website because the internet won't connect.

 

So I have only my phone.

 

And I've cleared the browing data and cleared all the cookies and so on and so forth.

 

And left it for 2 weeks.

 

And it still DOES NOT WORK on the PHONE, you know the place where the TELSTRA 24/7 troubleshooting APP is ...

 

So, Telstra, Fix your **bleep**ING app

Level 24: Supreme Being
Level 24: Supreme Being

Re: 24/7 App - Troubleshoot this service - doesn't work

It isn't the app itself. I have an iPhone 7 running the app and can use the troubleshooting tool via the app and via that website in the mobile browser and both ways it works perfectly fine for me... it is designed to work on iOS 5.x and above. Just tried on the 6s in the house and it works ok for me again.

Doesn't help you with your issue but it sounds like a device issue.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

prc1
Level 2: Rookie

Re: 24/7 App - Troubleshoot this service - doesn't work

I wasnt able to access telstra 24x7 on Fri Sat or Sunday 10 to 12 Feb 2017 to get my account balance despite trying numerous times. There was ongoing problem all this time. The contact process was also a nightmare going in circles and unable to find a working solution to register a complaint!! Peter
Level 24: Supreme Being
Level 24: Supreme Being

Re: 24/7 App - Troubleshoot this service - doesn't work

For complaints you can call 132200 and say "complaint", do it via chat http://telstra.com.au/chatnow/landing/ or online at http://telstra.com/complaints
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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