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387 posts

Ultimate Geek
+1 received by user: 36


Topic # 76473 2-Feb-2011 21:37 Send private message

Hi There,

Can any Telecom reps help me with my problem?

I have not been able to topup using the webpage located on telecom's website for months
( https://secure.telecom.co.nz/prepaid/topup.cfm )

It will instantly comes back reporting the error "Oops! An error occurred while processing your request
Your transaction has been declined"
All Details entered on the page are correct and the credit card used contains funds


I have tried the proper channels a few times,
but they ask me silly questions like "what is the link to the page you are using?" (when it was in the original email! shows they are not reading what was written)
Its nothing cookies/cache related as I formatted my PC last week, ive also tried mutliple web browsers

My Current Question Reference ticket was #110128-004565

Iam happy to provide more details over PM

Thanks,
Scott

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20772 posts

Uber Geek
+1 received by user: 2126

Moderator
Trusted
Biddle Corp
Subscriber

  Reply # 434530 2-Feb-2011 22:11 Send private message

What ISP are you using to connect to this? Via XT or fixed line broadband? It's not available to everybody.

IMHO the IVR is a far better option (albiet still terrible from a usability perspective) because it applies funds immediately to the account rather than just getting a SMS.



387 posts

Ultimate Geek
+1 received by user: 36


  Reply # 434566 2-Feb-2011 23:26 Send private message

Via fixed line broadband (xtra)

The site gives the impression its available anywhere since the link to it is on telecoms front page


20772 posts

Uber Geek
+1 received by user: 2126

Moderator
Trusted
Biddle Corp
Subscriber

  Reply # 434609 3-Feb-2011 06:19 Send private message

If you're not on an permitted connection you'll see this



























 
Currently our Online Prepaid card site only accepts and processes orders received from selected customers
 
If you have been redirected to this page it is because you are not currently an approved customer
 
If you still wish to buy prepaid cards online please contact us with your contact details.




387 posts

Ultimate Geek
+1 received by user: 36


  Reply # 434923 3-Feb-2011 16:19 Send private message

I dont see that error at all, it let's me enter all my details then fails instantly trying to process



387 posts

Ultimate Geek
+1 received by user: 36


  Reply # 435059 3-Feb-2011 21:54 Send private message

This is the error I get:

 

182 posts

Master Geek
+1 received by user: 5


  Reply # 435074 3-Feb-2011 22:25 Send private message

IVR? Explain?

488 posts

Ultimate Geek
+1 received by user: 3

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  Reply # 435187 4-Feb-2011 09:39 Send private message

@skewt I've passed this information onto the guys and they're having a look into it. I'll let you know if they come back.

30 posts

Geek
+1 received by user: 1


  Reply # 435413 4-Feb-2011 16:49 Send private message

firefuze: IVR? Explain?


IVR stands for 'Interactive voice response'. ie *333, 0800 32 32 32.

488 posts

Ultimate Geek
+1 received by user: 3

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  Reply # 436137 7-Feb-2011 09:56 Send private message

@skewt - Are you please able to PM me details with your number and a rough time/date/day that you tried to use the online tool? This way I can get the developers to investigate further.



387 posts

Ultimate Geek
+1 received by user: 36


  Reply # 436488 7-Feb-2011 19:32 Send private message

Thanks :>

I Have PM'd you the details

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