AladdinSane
Level 1: Cadet

Landline Messagebank fault

Posting here as 12 calls to tech support and logging a complaint has done nothing!

 

we moved premises 6 weeks ago and took our old number with us (on nbn) Messagebank has not worked since. All callers get is the message ‘The person you are calling is not available. You can’t leave a message right now so please try again later. Goodbye.’

 

Level 1 and 2 support advise everything looks right at their end and cannot explain the issue. I have reset the modem countless times. L2 performed diagnostics on the modem and said it was fine. Another L2 said I needed to BUY a new modem from TShop and then ask billing to credit it off for me. I am told it will be fixed overnight but it never is. 

 

Today another tech told me that (and I quote) “6 months ago Messagebank was moved to new servers. Unfortunately some users cannot access and we don’t know why. There is no fix. There is no ETA. Sorry.”

I was so flabbergasted I hung up after another 90 min session. 

is this true and frankly, why can no one help me?

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5 REPLIES 5
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Landline Messagebank fault

There have been quite a few people who have encountered this problem..

 

Telstra seems to have made Messagebank a little harder to manage now that home phones are delivered via NBN/Telstra internet services..  it's a bit confusing really...

 

You can lodge a request  for Messagebank to be enabled/activated here 

 

The are some instructions on setting up Messagebank (Telstra 101) here 

 

And a different version is here 

 

You can also try to turn Messagebank on using this quite old method...

To turn MessageBank on:

Pick up the phone and Press: #99*

To turn MessageBank off:

Pick up the phone and Press: #99#

To extend the ring time on MessageBank:

    1. Pick up the phone and press * 99 
    2. Enter the number of seconds you want (from 5 to 55 seconds)
    3. Press # and hang up

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
AladdinSane
Level 1: Cadet

Re: Landline Messagebank fault

Thanks Steve

 

Still no good, but interesting when I hit #99# it says ‘you have zero active automatic callback requests’ which I’ve not heard before but Messagebank still doesn’t work. 

Good to know I’m not the only one without it though. 

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Landline Messagebank fault

Use the form in the first link maybe?

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
AladdinSane
Level 1: Cadet

Re: Landline Messagebank fault

The Messagebank is provisioned as confirmed by support, it just doesn’t work

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Landline Messagebank fault

Have you asked support to deactivate Messagebank on your service? If they do that, then reprovision it a day or two later, it may fix the problem.

 

The system is made up of many codes (some that can prevent other codes to work even though they are applied correctly) and by deactivating the Messagebank Service and reactivating it at least 24 hours later (to allow the system to perform its housekeeping routines) can allow the system conflict to be resolved.

 

This method has worked in the past, but there has been the odd service that has still been left with non-working Messagebank. It is suspected that in those cases there is something in the back end that is causing it not to work, but there are many thousands of lines of code (and different combinations) that the system specialists (they get involved when the L2+ can't fix the problem) need to work through to try and identify which combinations cause conflict. I know one of the former system specialists and she said troubleshooting those type of issues can do your head in (hence why she's a "former" system specialist).

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