digiteyes
Level 1: Cadet

Cannot turn off messagebank

I've read and tried all the suggestions posted on the topics, but none work for me.

 

We are on NBN with Telstra.

 

Suddenly we have a stuttered dial tone on our business line and a message waiting indicator on the phone is on. I assume this to be messagebank, which we never requested or activated.

 

This seems to have started after a power outage when we had no phones working (no NBN backup).

 

When I dial 101 or 125101 I get a voice prompt asking to set up our mail box with a 6-digit PIN. It doesn't work. The voice prompt just keeps repeating the same prompt.

I tried calling the 132000 business support line, but after waiting 30 minutes, the person was most unhelpful, saying she needed to send me an sms code, but would not accept a mobile number that was not attached to our business account. We don't have a mobile number attached to our business account, just a prepaid mobile... which IS with Telstra, but she would not accept that.

 

When I select #99# a voice prompt says "You have zero active automatic callback requests".

 

How do we turn off messagebank permanently and clear the message waiting indicator?

 

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9 REPLIES 9
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Cannot turn off messagebank

Deleted. The link I provided apparently does not work if you are on NBN.

I will give it some more thought.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Cannot turn off messagebank

If it keeps prompting you for a 6 digit pin, the pin should be the last 6 digits of you phone number.

 

I can understand why they couldn't use a mobile phone number that isn't tied to your account, but that is kind of stupid if you don't have a mobile phone as part of that account. They are supposed to have other verification options.

 

You can request that messagebank be removed from your service, but you will need to get past the account verification process.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Cannot turn off messagebank

You could try dialling *99# to turn Messagebank on, then try using 101 to delete any messages (if any) and then dial #99# to turn Messagebank back off.

digiteyes
Level 1: Cadet

Re: Cannot turn off messagebank

Thanks for your reply.

 

The prompt doesn't accept the last six digits of the phone number.... or ANY 6 numbers. It's as though the DTMF tones are not heard by the system as often the prompt often repeats before finishing entering the digits.

 

They were satisfied with my identity, having answered all questions correctly but insisted they could only send an sms to a mobile attached to our account.

 

I don't mind having to speak to someone in the Philippines... providing they can actually resolve problems.

digiteyes
Level 1: Cadet

Re: Cannot turn off messagebank


@Dowser wrote:

You could try dialling *99# to turn Messagebank on, then try using 101 to delete any messages (if any) and then dial #99# to turn Messagebank back off.


When I do that I get an automated reply that it's turned off, but I still get the stuttered dial tone and message waiting lamp is still on.

 

When I try 101 I get the same voice prompt to set up my mailbox with a 6 digit pin, but it won't accept anything I enter.

jayonaise
Support Team
Support Team

Re: Cannot turn off messagebank

If the verification can not be sent by SMS, the option to get it emailed should be available

 

If you have registered for a Telstra Business ID you should be able to update your contact mobile/email through Your Tech Tools.

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jayonaise
Support Team
Support Team

Re: Cannot turn off messagebank

Any progress yet @digiteyes ?

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

digiteyes
Level 1: Cadet

Re: Cannot turn off messagebank


@jayonaise wrote:

Any progress yet @digiteyes ?


No, unfortunately.

 

I have sent an online request (twice) to remove messagebank, but no response.

 

We do not have a Telstra Account Executive... if we did, I would be speaking to them.

 

I have just sent an email to: biz@online.telstra.com.au 

 

If they can't help, I will have to lodge a complaint with the Telecommunications Industry Ombudsman.

 

It's absurd that I cannot simply request an order to remove messagebank via Telstra customer service.

PSM24
Support Team
Support Team

Re: Cannot turn off messagebank

Hi digiteyes,

 

Frustrating to hear about the troubles you've had with getting this sorted. Have you had a chance to speak to one of our Business Specialists here: https://tel.st/s36sfm yet to get the case raised about this issue?

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