Telstra outage stopping prepaid customer credit top-ups now resolved

A network problem on Thursday left Telstra prepaid customers unable to add more funds to their accounts, with the issue now resolved.

Telstra’s prepaid customers endured a glitch in the network which prevented prepaid mobile phone customers from topping up their accounts.

The nation’s largest telco on Thursday morning acknowledged an “outage” after customers complained they were unable to add funds to their prepaid service.

The issue was resolved by Thursday night.

Telstra customers on Thursday morning reported being unable to recharge their prepaid mobile phone services. Picture: NCA NewsWire / Nicki Connolly

“A technical issue that prevented recharges and activations on Telstra, Boost and JB Hi-Fi prepaid services has been fixed,” a Telstra spokesperson said.

“We made sure customers who couldn’t top up their account still had full use of their devices while we got this sorted.

“We’re sorry if this messed with people’s day and thank everyone for their patience.”

Telstra’s main Twitter account kept customers abreast of the situation.

“We’re aware of an issue affecting our customer’s ability to recharge and activate Prepaid mobile services,” they wrote to one customer.

“We’re investigating this as a priority and hope to have it back up and running as soon as possible.”

Sorry if this is messing with your morning. The team’s working to get everything back up and running ASAP. Again, we appreciate your patience while we wait for it to be resolved. - Kim

— Telstra (@Telstra) September 6, 2023

The issue also affected Boost Mobile and JB Hi-Fi prepaid services, both of which use the Telstra network.

Those trying to recharge online were met with a message saying “We’re temporarily unable to recharge your Pre-Paid service due to planned maintenance. We’re sorry for the inconvenience. Please try recharging in a few hours.”