Mookka
Level 2: Rookie

MyAccount website and App Broken

Answered

Whenever I try and change anything in MyAccount or through the Telstra app, it is basically broken. I get 'page not found' errors, or it just freezes. It doesn't make a difference using different devices and different internet connections. It has been a long persistent problem for I would guess over a year at least. Something is clearly broken on my account. I can't even update my direct debit details anymore. Someone please help me Smiley Sad

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Jupiter
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: MyAccount website and App Broken

Yes. It sounds like a problem with your account as I can get through to change my details. You will need to get it investigated and fixed.

 

I don't think a frontline consultant will be much use in this case as it requires a backend tech to work out what has become disassociated in your profile.

 

Lodge it as a complaint via https://telstra.com/complaints and they will be able to investigate for you. Copy and paste the links to a couple of the pages that you are having problems with as that will give them a head start on trying to work out what is missing. 

 

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

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Jupiter
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: MyAccount website and App Broken

Yes. It sounds like a problem with your account as I can get through to change my details. You will need to get it investigated and fixed.

 

I don't think a frontline consultant will be much use in this case as it requires a backend tech to work out what has become disassociated in your profile.

 

Lodge it as a complaint via https://telstra.com/complaints and they will be able to investigate for you. Copy and paste the links to a couple of the pages that you are having problems with as that will give them a head start on trying to work out what is missing. 

 

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

View solution in original post

Mookka
Level 2: Rookie

Re: MyAccount website and App Broken

Awesome thanks for the info. Yeah I tried with the consultants but haven't gotten anywhere. I'll give this a go ! Smiley Happy

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