Telstra has acknowledged an “outage” is preventing customers from putting funds onto their prepaid mobile phone accounts.
However, the telco has taken the step of allowing affected customers to use their prepaid services — calls, text and internet — without needing to recharge their accounts while it works on a solution.
“We’ve recently been made aware of an outage in the system where prepaid recharges are failing,” the company tweeted on Thursday morning.
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“We’re hoping to have this rectified soon, so please try again later in the morning as it should be rectified by later today.”
The company has also revealed the issue is affecting Boost and JB Hi-Fi prepaid services.
A user posted a screenshot of Telstra’s error message when he tried to recharge, which encouraged him to try again “in a few hours”.
“We’re temporarily unable to recharge your Pre-Paid service due to planned maintenance,” the message read.
“We’re sorry for the inconvenience. Please try recharging in a few hours.”
The company responded to the tweet by the user, saying, “We’re sorry for the inconvenience with this. Our team are working to get this resolved as quickly as we can.”
Business outage reporting website DownDetector has logged a spike of more than 30 outage reports by Telstra users since 8am AEST.
Last month, Telstra reported a $2.1 billion profit — a 13.1 per cent rise on the previous financial year — off the back of its mobile and consumer services, while aspects of its fixed-line enterprise have experienced headwinds.
The company said customer satisfaction on some metrics was at historic highs, citing surveys, while customer complaints dropped to a record low.
– With AAP
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