Bills Broken

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BDFL - Memuneh
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#396646 28-Oct-2010 08:06

I can login in two accounts
With one account I can see mobile broadband usage and plan
With one account I can't see mobile broadband usage and plan (shows empty)
With both accounts there's no link to any PDF anymore

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ptinson

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#396647 28-Oct-2010 08:09

Thanks for the details.
I will pass this along.

Paul

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ptinson

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#396665 28-Oct-2010 08:48

OK, I have been asked to request some info so here goes:

What url do you start from?

do you login from www.telecom.co.nz

when you hover over the "view your bill" what URL do you get in the status bar at the bottom of the browser?

Please don't post any details that might disclose your account number of course, and if you feel more comfortable sending the details to me via email/pm then please do so.

Regards

Paul

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minigopher17

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#396666 28-Oct-2010 08:51

I start at www.telecom.co.nz and login on the right-hand side.

This takes me to the usual https://www.telecom.co.nz/ebill/requesthandler page giving me all my usual account details.

I then click on 'View your bill' link (https://bill.telecom.co.nz/app/billonline/viewbill.do) and it times out.

Never used to, but has always timed out for the last week or so.

freitasm

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#396671 28-Oct-2010 08:58

Same URLs here. It doesn't timeout for me, but it says

"There has been no recent activity on this account and therefore no bills have been created. Please select another account or if you have any questions please contact us."

This is incorrect as I have bills every month. And I do place phone calls on this phone...

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ptinson

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#396683 28-Oct-2010 09:23

Update: We have been able to reproduce the error @freitasm has described and are currently hunting down the cause.

Please keep any answers to my questions above coming in just in case we are dealing with more than one issue here.

Regards

Paul

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MackinNZ

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#396699 28-Oct-2010 09:50

minigopher17: I start at www.telecom.co.nz and login on the right-hand side.

This takes me to the usual https://www.telecom.co.nz/ebill/requesthandler page giving me all my usual account details.

I then click on 'View your bill' link (https://bill.telecom.co.nz/app/billonline/viewbill.do) and it times out.

Never used to, but has always timed out for the last week or so.

This is exactly what has been happening to me for the past 3 weeks. I called 123 and was told it was a known problem that would be fixed "in a few days". That was over two weeks ago. The Telecom CSR even said he couldn't even view his own bill.

I usually click on the link in the e-mail that is sent telling me my bill is available to view online but that just times out as well.

ptinson

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#396704 28-Oct-2010 09:58

MackinNZ:
minigopher17: I start at www.telecom.co.nz and login on the right-hand side.

This takes me to the usual https://www.telecom.co.nz/ebill/requesthandler page giving me all my usual account details.

I then click on 'View your bill' link (https://bill.telecom.co.nz/app/billonline/viewbill.do) and it times out.

Never used to, but has always timed out for the last week or so.

This is exactly what has been happening to me for the past 3 weeks. I called 123 and was told it was a known problem that would be fixed "in a few days". That was over two weeks ago. The Telecom CSR even said he couldn't even view his own bill.

I usually click on the link in the e-mail that is sent telling me my bill is available to view online but that just times out as well.

Thanks. Looks like two separate issues then.
Ill pass this on to a different team that looks after where i think this error is located.

Regards

Paul

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ptinson

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#396862 28-Oct-2010 14:53

Update: I have been asked to request some effected users to test and see if they are able to view their bill pdf.

If you have an email with a link please go to www.telecom.co.nz instead of using this link.

Please post back with the results of your tests.

Regards

Paul

meat popsicle

minigopher17

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#396867 28-Oct-2010 15:04

ptinson: Update: I have been asked to request some effected users to test and see if they are able to view their bill pdf.

If you have an email with a link please go to www.telecom.co.nz instead of using this link.

Please post back with the results of your tests.

Regards

Paul

Connection still times out for me.

ptinson

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#396871 28-Oct-2010 15:14

minigopher17:
ptinson: Update: I have been asked to request some effected users to test and see if they are able to view their bill pdf.

If you have an email with a link please go to www.telecom.co.nz instead of using this link.

Please post back with the results of your tests.

Regards

Paul

Connection still times out for me.

Can you please email/pm me your account number? If you are happy to of course.

Paul

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minigopher17

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#396874 28-Oct-2010 15:18

ptinson:
Can you please email/pm me your account number? If you are happy to of course.

Paul

You have been PMed. Thanks.

MackinNZ

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#396912 28-Oct-2010 16:26

Same here. Clicking the link in the e-mail takes me to a "page cannot be displayed" message.

ptinson

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#397156 29-Oct-2010 08:33

MackinNZ:

Same here. Clicking the link in the e-mail takes me to a "page cannot be displayed" message.

Can you please try by going to the www.telecom.co.nz site and logging in, not with the link in the email?
Please let me know how that goes.

Regards

Paul

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ptinson

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#397166 29-Oct-2010 08:51

c71931f: I get 500: Server Error [20-0002]

This server has encountered an internal error which prevents it from fulfilling your request. The most likely cause is a misconfiguration. Please ask the administrator to look for messages in the server's error log.

???

When you are logging in or when you try to view the bill?
A 500 is a different issue than we have been tracking though so will pass this on as well.

Regards

Paul

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