Level 2: Rookie

Account showing as suspended in error

Recently rejoined Telstra (was a customer years ago) for a mobile lease plan. When I try to view my plan in app, I can see a message saying "This service is suspended. You may have requested this suspension or your account may be overdue...". On the website, if I go to add more data I can't as i see a message saying "As your service is currently suspended, you cannot buy or remove any Data Packs at this time." it also says i have a mailbox while is an old bigpond mailbox that is disabled and i can't remove.


I have no unpaid bills with telstra, have tried calling and chat to try and resolve, have received a variety of responses ranging from "You have no bills, just ignore it" to resetting the telstra ID (no luck) and removing the old mailbox (which has not happened).


I know this is vague a longshot but has anyone encountered something similar and know what might be going on here?

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Telstra (Retired)
Telstra (Retired)

Re: Account showing as suspended in error

Hi jrichardson1,


Thanks for getting in touch. When you recently rejoined Telstra do you know if you were given a new account number? 

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