runey71
Level 2: Rookie

Telstra Mobile Protect Error

I have 3 mobiles on my account. One of which belongs to my daughter and I want to setup Telstra Mobile Protect to block certain numbers etc. However logging into https://smartcontrols.telstra.com/ I get the following error next to her number.

An error occurred in setting up this service.
Please contact Telstra on 1800 266 000 for support.

I have rang more times than I can remember to get this fixed but nothing ever happens. No one seems to know what is causing it or how to fix it. It has been like this for 9 months now. I am paying for a mobile service that I can't really use because I cannot setup the secuirty Telstra told me was available.

 

Can anyone please help?

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43 REPLIES 43
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Mobile Protect Error

Does it work if you go into MyAccount, select the service, then use the drop down list to select mobile protect?

Sometimes the long way will work when easier ways don't.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

runey71
Level 2: Rookie

Re: Telstra Mobile Protect Error

Unfortuanetly not. I get the same error.

DeltaSquad
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

@runey71,

 

The team on that number are the best to talk to in relation to this issue. However they should have also provided you a reference number.

Can I grab that from you so I can take a look?

 

- Matt

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runey71
Level 2: Rookie

Re: Telstra Mobile Protect Error

That number (1800  266 000) doesn't work. Just takes me to a voice recording saying that promotion is now over.

 

I never got a reference number (that I recall). I did receive a number of text messages saying my issue was being worked on and then one (17th August) saying it was resolved. Unfortunately it is not resolved.

Renee
Level 21: Augmented

Re: Telstra Mobile Protect Error

Hi runey71,

 

I apologise you have not been able to get through to our Mobile Protect Team via the number provided. I recommend contacting our Mobile Assurance Team via 132200, quote 'mobile faults'. 

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runey71
Level 2: Rookie

Re: Telstra Mobile Protect Error

That's who I have gone through in the past but to no avail. I'll try again when I have a day off. Thanks.

qwilo
Level 4: Private Eye

Re: Telstra Mobile Protect Error

Not convinced Mobile Protect even works!
ie *Internet blocked from 12amMon to Midnight Sun. Yet it still uses data.
*Youtube website blocked - yet they still watch it with data that they have been block from?
DrQ
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Mobile Protect Error

Is there a wifi connection they could be using? Because it would only apply to the mobile data based on my understanding of its functionality. Just checking because if there isn't and mobile data is working when the restrictions are in place you might need to speak to the security team on 132200
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

I receive the same error across several browsers. The lack of assistance following the 2.5 hours I have spent in chat AND over an hour on the phone is astounding. Is there a contact for Mobile Protect specifically? Chat and 132200 are a vortex of time wasting...

 

Cheers,

Steve

thedylan
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

Hi @EssBarboots

 

If you call 132200 and ask for Mobile Faults they should be able to help you with any problems using Mobile Protect, have you tried them?

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Hi Dylan, thanks for your super quick response.

I've spent quite some time getting transferred around different CSRs on 132200... not many understand what the problem is, but I've twice now been promised a call back from a specialist. No calls...

 

The Unwelcome Calls team suggested Mobile Protect to address threatening calls. It's not much of a solution if it can't be accessed.

 

Cheers,

Steve

thedylan
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

The information we have here is that Mobile Faults should be able to help with problems getting Mobile Protect working, were you given any sort of reference number for those callbacks?:

http://crowdsupport.telstra.com.au/t5/General-Services-KB/What-Reference-Numbers-can-I-obtain-from-T...

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

ACT1-1029627369272 was the reference I was provided Dylan.

 

Cheers,

Steve

Angela_H
Support Team
Support Team

Re: Telstra Mobile Protect Error

Thanks for that EssBarboots,

Could I get you to double check that reference number please as I can't locate a case. 

Angela 

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Hi Angela. This is cut and pasted from my transcript:

 

Iris Bonn: I have now submitted the escalation and this is your reference number: ACT1-1029627369272

Steve: Thanks Iris

 

Cheers,

Steve

Angela_H
Support Team
Support Team

Re: Telstra Mobile Protect Error

We have limited account access here in social media if you chat with us via the following secure chat link we can look over the account for you  http://tel.st/49kl

Angela

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Hi Angela,

 

Thanks for the link, however it just routes me into the main queue for basic support. I have done that twice and was not able to interact with anyone who knew anything about Mobile Protect other than the basics. I just lost 2.5 hours in the process.

 

I should post the entire transcripts of my chat sessions... they are hilarious and tragic at the same time.

 

After an hour and thirty seven minutes I have a new reference number INT1-1032944890208. I'd love be able to see how incorrectly the fault condition has been recorded...

 

Cheers,

Steve

EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Mobile Protect.jpg

EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

A probable, easy solution would be if Mobile Protect was forcibly removed from my service via the back-end.

Georgie
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

Hey EssBarboots,

 

Thanks for the reference. I can see we are in the process of investigating this for you and someone has tried getting in touch but has gone through to your MessageBank. I will email the consultant again and advise them that you are still needing this to be resolved.

 

Please let us know once you are contacted by the consultant.

-Georgie

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Hi Georgie,

 

Thanks for the reassurance that something is happening, however I refute the claim that "someone has tried getting in touch but has gone through to your MessageBank". My phone reports no missed calls, I have received no "hang up message" SMS from the Telstra voicemail system and there was certainly no message left. I did however receive a text making the same claim, and note it had no return path and blunt instruction to not SMS reply. This is from a communications company...

 

Anyway, I'll remain optimistic that someone will call, and perhaps even be able to make some progress.

 

Cheers,

Steve

Georgie
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

I do apologise, Steve. I have contacted the consultant and re-iterated that they double check your contact details in case they have made an error.

 

Please keep us posted Smiley Happy

 

Cheers,

Georgie

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Thanks Georgie... I very much appreciate your assistance. I'll definitely close the loop as it appears there's a few others who have, or have had, this problem.

 

Cheers,

Steve

 

 

EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Got a call back. After fifteen minutes the CSR casually mentions there is an option to turn off Smart Controls in their system. I say "do it" but they want a tech to be across it before they do. I get a call back not long after and am transferred to a specialist "who can do it". It turns out they can do nothing (as per usual) and I'm expected to wait another 7 to 10 days for response to the ticket.

 

The ACT1- reference I received on Monday for this was closed as "already been resolved".

 

Just over another hour wasted. Is there no relief from this never-ending runaround???

EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

No call back again today. No useful numbers to call. No one in support chat has any idea.

Big_Dan
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

Apologies for the continued frustration @EssBarboots, the notes indicate that the problem continues to be investigated, and response is likely to come through via email - have you had anything come through email? Would you kindly check your junk folders? Email providers love to flag our communications as junk.

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Thanks for reaching out Dan. I have my own domain/email and it has no filtering... so I'll sit tight and remain hopeful that there will be some progress soon.

 

I wish I could get back to the CSR who said there was a "switch" on her screen to turn off smart controls on my account, with a view to then turning it back on. I'd definitely take a gamble on that working.

 

Cheers,

Steve

EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

No contact still. 

Man Frustrated

JesseS
Support Team
Support Team

Re: Telstra Mobile Protect Error

I have contacted the consultant that was planning on following this up for you to see if we can get an update.

 

Thanks for your patience.

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EssBarboots
Level 3: Gumshoe

Re: Telstra Mobile Protect Error

Still no contact. It's disgraceful.

DeltaSquad
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

@EssBarboots

That's disappointing, I apologise that you've not been contacted as of yet.

Using the reference number you provided in an earlier comment in this thread, I've reached out to your Case Manager to see what happened.

 

Let us know how you go.

 

- Matt

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DeltaSquad
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

@EssBarboots

I've heard back from the Case Management Team and they've advised that you should be contacted in 24/48 hours.

If you can keep me in the loop on this, that would be great. I can certainly appreciate that the process has been frustrating. Please let me know how you go.

 

- Matt

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scrytch
Level 2: Rookie

Re: Telstra Mobile Protect Error


I am having an identical situation with my account. Mobile Support on 125111 say they don't support this as it's a web app. Escalation has gotten nowhere. No-one has called after a week and after calling them again today I've been told they "tried calling during the week" - just like runey71 I have no missed calls or missed voicemails.

 

I want to use this feature - but noone at Telstra seems to know anything about it.

 

Thanks,

Shane.

Jeffapv
Level 2: Rookie

Re: Telstra Mobile Protect Error

I have exactly the same issue and it is driving me mad.. no one knows how to remove it.. going to change over to Optus
thedylan
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

Hi @Jeffapv,

Our Mobile Faults team on 132200 should be able to help you with this issue.

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Jeffapv
Level 2: Rookie

Re: Telstra Mobile Protect Error

 
Jeffapv
Level 2: Rookie

Re: Telstra Mobile Protect Error

thanks for getting back to me but I have called them, and others with no help. Now we have a phone we cannot use. Go figure. Why have a service that mucks every thing up??

Jeffapv
Level 2: Rookie

Re: Telstra Mobile Protect Error

Still no jopy with telstra.  Why?????

 

And thedylan, I did call mobile support as you suggested (4 bloody times) and still nothing.

 

What a joke

Peta4
Level 1: Cadet

Re: Telstra Mobile Protect Error

Was this ever resolved for you? I have exactly the same issue happening at the moment and can’t seem to get to the bottom of whatever is causing the issue!
Peta4
Level 1: Cadet

Re: Telstra Mobile Protect Error

I have had the most amazing help from the mobile phone technical support team. They have actively followed the case, called me every day to check in, have pre empted issues and proactively resolves! Couldn’t be happier with their level of service! Thanks Joy!
ShannonD
Support Team
Support Team

Re: Telstra Mobile Protect Error

Glad to hear your issue was sorted out @Peta4

We are striving to improve our customer service, yes, we acknowledge that we are not there yet, but we are working hard to deliver a better experience.

I'd recommend completing the following link with a brief explanation so the person who assisted you can be recognised for their efforts.

Positive feedback: http://tel.st/lvva

If yourself or anyone you know ever needs a hand with their Telstra services or have any questions for us, we'd love to assist where possible. 

____________________

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JMJF
Level 1: Cadet

Re: Telstra Mobile Protect Error

I have exactly the same issue, I can setup one of the numbers on my account, the 2nd mobile comes up with the error.  My son has used 16GB in the last 2 days and I cannot control the mobile internet usage.  no one on the phone at 132200 seems to know anything about this service, this is the 4th time I have called about this.

DeltaSquad
Telstra (Retired)
Telstra (Retired)

Re: Telstra Mobile Protect Error

@JMJF

 

Sounds frustrating that you can't get any help with this problem.

Dud you have a reference number for the conversation you had with the team about this issue?

 

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