Kathy99
Level 1: Cadet

Data Top Up

Answered

How do I top up data - after following all the directions there is no link after clicking on the top up data hyperlink - I have spent 3 hour on waiting on the phone with "telstra support" without any answer - is it best to go into a telstra shop to have this resolved 

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Dowser
Level 20: Director
Level 20: Director
Accepted Solution

Re: Data Top Up

I’m not sure where you found the link you refer to, but try the following:

 

Telstra home broadband customers are eligible for three free data top-ups a year.

To activate a data top-up go to www.telstra.com/myaccount and log in with your Telstra ID.  In the ‘plans and usage’column choose your internet service > scroll down to ‘Features’ and click on ‘Top-up now’ > ‘Confirm top-up’.

 

Top-ups generally take up to 1 hour, in rare circumstances they can take up to 48 hours. We’ll send an email once your top-up is active. If your top-up has not been added to your account, get in touch with us.

 

Source https://crowdsupport.telstra.com.au/t5/broadband-nbn/how-to-activate-your-home-broadband-data-top-up...

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Dowser
Level 20: Director
Level 20: Director
Accepted Solution

Re: Data Top Up

I’m not sure where you found the link you refer to, but try the following:

 

Telstra home broadband customers are eligible for three free data top-ups a year.

To activate a data top-up go to www.telstra.com/myaccount and log in with your Telstra ID.  In the ‘plans and usage’column choose your internet service > scroll down to ‘Features’ and click on ‘Top-up now’ > ‘Confirm top-up’.

 

Top-ups generally take up to 1 hour, in rare circumstances they can take up to 48 hours. We’ll send an email once your top-up is active. If your top-up has not been added to your account, get in touch with us.

 

Source https://crowdsupport.telstra.com.au/t5/broadband-nbn/how-to-activate-your-home-broadband-data-top-up...

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notacleverclog
Level 2: Rookie

Re: Data Top Up

Be sure to check your usage in My Account and look at the graph for the billing period. Check to see if there's unexplained data spikes that caused you to exceed your limit and require the top-up in the first place. 

Lots of reports this week of unexplained data spikes followed by customers (allegedly) exceeding monthly limits and being unable to top-up. See https://crowdsupport.telstra.com.au/t5/data-usage/mytelstra-data-usage-fault/m-p/928388 or simply search "usage" on this forum and sort by date.

 

Customer Service will manually top up if you ask them via the Chat window. But it shouldn't count against you if you didn't actually exceed your data limit.

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