Activating my prepaid sim for mobile broadband - how can it still be pending after 4 days?????

[fox86]

Activating my prepaid sim for mobile broadband - how can it still be pending after 4 days?????

I have a Telstra hotspot device, and I had to order a new sim as the old one was inactive too long. I did this via Telstra on-line ordering, received the SIM kit, activated as per instructions, and the response was it would be good to go in 4 hours. But 4 days later it is still pending. Cannot find how to contact Telstra to resolve this. Do I have to go to a Telstra store in person????

[Ozmoz · Accepted solution]

Hi @fox86 

Are you counting the weekend in the 4 days?

I'd say its in the queue but hasn't been done yet. There are a lot fewer support people to handle the orders presently.

Due to the temporary COVID-19 support issues, it is best at this time to chase it up via the My Telstra app, use the "Get Help" icon at the bottom of the screen and leave a message. That will go in a queue and be answered as soon as they can.

https://www.telstra.com.au/mytelstra

More information on how to leave a message via the My Telstra app can be found at
https://crowdsupport.telstra.com.au/t5/Accounts-Plans/How-to-message-with-us-in-the-My-Telstra-app/t...

[fox86]

I tried the app but unfortunately was not answered until several hours later, so the 6 digit code they sent which lasts only 5 minutes was no longer valid when I finally got their message.