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bobndi
Level 1: Cadet

CURRENT CALL CHARGES NOT AVAILABLE

Since September, I have been unable to view my current call charges via either my phone or computer. The account should show details for my mobile, my husbands mobile and our Wi-Fi internet service.  When I log into my Telstra account (full service)  via my phone, with the new username and password that Telstra set up when I first rang Faults on 18th September last, it shows

My Husband's Mobile:  CHARGES NOT AVAILABLE - DATA USED: (he does not have a data plan); 

My mobile:  CHARGES NOT AVAILABLE - DATA USED -  shows an accurate amount; 

MOBILE BROADBAND:  DATA USED NOT AVAILABLE;  

 If I go further and click on more information for the charges it shows:  RECENT CHARGES ARE CURRENTLY UNAVAILABLE.  PLEASE TRY AGAIN LATER.

When I log in via the Computer using the new username and password set up by Telstra I get exactly same information.

If I log into Bigpond with my Bigpond Username and Password I do get my Wi-Fi Broadband data use information.

The #100#  tells me I have an Invalid MMI code. 

Occasionally after I have tried to log in I will receive an SMS saying - ERROR -  There was an error trying to retreive your details. Please try again later. 

Quite often (in fact more than quite often)  I get the message -  OUR ACCOUNT BALANCE SERVER IS NOT AVAILABLE AT THE MOMENT.  PLEASE TRY AGAIN IN A FEW MINUTES.  ALTERNATIVELY CONTACT 132200.

I have been given a reference number and have called five or six times since my original call.  I have been informed that the matter has been escalated and a case manager has been appointed and someone will call me. - I am still waiting.  Someone did ring a couple of days after my first call and advised me that the matter had been rectified.  I checked the next day - was not fixed - so I rang and advised Telstra.

Last time I spoke to someone on 11th October, last, I was advised again it had been escalated and someone would call me and that "maybe it was "because of the NBN"  there were problems"!!!! seriously!!!!!.  But she was a pleasant person who did try to help.

Is anyone else having similar problems "DUE TO THE NBN".  ???????????

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7 REPLIES 7
Support Team
Support Team

Re: CURRENT CALL CHARGES NOT AVAILABLE

Hi bobndi,

 

I am sorry that you've had so much trouble getting this resolved and I can definitely check this out for you.

 

I have just sent you a private message with a link to send your details to me. I will be in touch once I have investigated.


 

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benthic
Level 1: Cadet

Re: CURRENT CALL CHARGES NOT AVAILABLE

I am having the same problem on my mobile handset.  I recently downloaded the 24/7 app through which I was told I would be able to view my call charges.  It shows my data use no problem, but tells me that " RECENT CHARGES ARE CURRENTLY UNAVAILABLE.  PLEASE TRY AGAIN LATER." which I have done several times over the last couple of days.

No joy.  Any help appreciated.

Support Team
Support Team

Re: CURRENT CALL CHARGES NOT AVAILABLE

Hey benthic,

We were having issues with My Account earlier on today, but if you are still having trouble I'd talk to our My Account team:
 

http://tel.st/8qpr

-Dylan

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gmoff
Level 1: Cadet

Re: CURRENT CALL CHARGES NOT AVAILABLE

Hi. So this was happening in feb. Excellent. This has been happening since i signed up. Have run up and it was going to be escalated. That was over a week a go and now i have received and email apologizing and to log my experimce on a Telstra portal. The problem is still occuring. Help please
Support Team
Support Team

Re: CURRENT CALL CHARGES NOT AVAILABLE

Hi Gmoff,

Can I ask do you have an existing SR case number associated with your case?. If so I can request your case Manager to contact you.

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Jean2
Level 1: Cadet

Re: CURRENT CALL CHARGES NOT AVAILABLE

When I go into my account it comes up account not available

Telstra (Retired)
Telstra (Retired)

Re: CURRENT CALL CHARGES NOT AVAILABLE

HI Jean2

Is this still occurring or are you able to view your Call Charges now?

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.

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