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461 posts

Ultimate Geek
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Topic # 76473 2-Feb-2011 21:37
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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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24994 posts

Uber Geek
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Biddle Corp
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  Reply # 434530 2-Feb-2011 22:11
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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.



461 posts

Ultimate Geek
+1 received by user: 70


  Reply # 434566 2-Feb-2011 23:26
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Via fixed line broadband (xtra)

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


 
 
 
 


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Uber Geek
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  Reply # 434609 3-Feb-2011 06:19
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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.




461 posts

Ultimate Geek
+1 received by user: 70


  Reply # 434923 3-Feb-2011 16:19
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I dont see that error at all, it let's me enter all my details then fails instantly trying to process



461 posts

Ultimate Geek
+1 received by user: 70


  Reply # 435059 3-Feb-2011 21:54
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This is the error I get:

 

353 posts

Ultimate Geek
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  Reply # 435074 3-Feb-2011 22:25
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IVR? Explain?

489 posts

Ultimate Geek
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  Reply # 435187 4-Feb-2011 09:39
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@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.

42 posts

Geek
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  Reply # 435413 4-Feb-2011 16:49
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firefuze: IVR? Explain?


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

489 posts

Ultimate Geek
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  Reply # 436137 7-Feb-2011 09:56
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@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.



461 posts

Ultimate Geek
+1 received by user: 70


  Reply # 436488 7-Feb-2011 19:32
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Thanks :>

I Have PM'd you the details

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