Bills Broken

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677 posts

Ultimate Geek
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#397209 29-Oct-2010 10:33

We had a login page hiccup this morning sorry about that, it should be up and running now.

Paul

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MackinNZ

450 posts

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#397241 29-Oct-2010 11:35

ptinson:
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

Same as before. I can log in from the Home Page and view my bill summary, but when I click the "view your bill" link in the summary I get "page cannot be displayed".

minigopher17

281 posts

Ultimate Geek
+1 received by user: 19

#397253 29-Oct-2010 11:48

Paul (ptinson) is looking into my account and trying to replicate the issue, but cannot. (Big thanks for continuing to look into this).

I've tried logging in from a different ISP (remotely) and can view my pdf bill fine.

Maybe others who have the same issue could try logging in from somewhere else to see if the problem still exists for them (if possible)?

Are all the people having these same issues with Telecom Broadband?

freitasm

BDFL - Memuneh
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Geekzone

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#397254 29-Oct-2010 11:51

I am on TelstraClear but not sure it's the same issue now...

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minigopher17

281 posts

Ultimate Geek
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#397263 29-Oct-2010 12:02

I can now confirm using Telecom Broadband I cannot access the pdf bills - the connection times out.

However, tethering over 2degrees I can access the pdf bills.

Same laptop, same browser. Hope this helps with the diagnosis and replication of this issue.

ptinson

677 posts

Ultimate Geek
+1 received by user: 27

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#397290 29-Oct-2010 12:45

Thanks everyone, the information is proving useful.
Sadly the issue is proving problematic to reproduce even on Telecom DSL lines but we are working on it.

There are a couple of different things going on here and we are looking into them.

suffice to say it is an somewhat isolated issue and not impacting all users, not that it helps you much i know.

Regards

Paul

meat popsicle

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Damager

2125 posts

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#397422 29-Oct-2010 16:11

Tried again today... doing what I've done hundreds of times prior with no problem... I log in.. which takes me to the usual summary page.. click on "view bill" and get the usual below:

This web page is not available.

The web page at https://bill.telecom.co.nz/app/billonline/viewbill.do might be temporarily down or it may have moved permanently to a new web address.

Here are some suggestions:
Reload this web page later.
More information on this error

The previous invoice was fine. Is this particular invoice hosted in a very different location than usual? Times out across all browsers IE, Firefox, Chrome (all latest versions). Adobe Reader latest version also.

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Damager

2125 posts

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#397435 29-Oct-2010 16:44

I can get to the main view bills page via mobile broadband on my windows mobile 6.5.5 Touch Pro2 and could download the invoice to my phone so perhaps there is some sort of adsl communication error here.

VinLew

210 posts

Master Geek
+1 received by user: 1

#397439 29-Oct-2010 16:51

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.

I'm getting a timeout error using Firefox 3.6.12. Should I retry on our backup paradise.net dial-up account? We are based down towards Port Chalmers in Dunedin, and we only recently (~3 weeks ago) had broadband connected.

EDIT: Under our paradise.net account I can access the "Select Account and Bill Date" page,
but Firefox throws up a "The connection to the server was reset while the page was loading." error after being redirected from

https://bill.telecom.co.nz/app/billonline/jsp/showPDF.jsp?accountId=*********&billDate=22/04/2010
to
https://bill.telecom.co.nz/viewer/GetBillImage.

[Using minigopher17s method to access the billing area]

Confirmed that https://bill.telecom.co.nz/app/billonline/viewbill.do is inaccessible under Telecom Broadband, with the error "The server at bill.telecom.co.nz is taking too long to respond."

minigopher17

281 posts

Ultimate Geek
+1 received by user: 19

#397441 29-Oct-2010 16:55

VinLew:
I'm getting a timeout error using Firefox 3.6.12. Should I retry on our backup paradise.net dial-up account? We are based down towards Port Chalmers in Dunedin, and we only recently (~3 weeks ago) had broadband connected.

Yeah, I'd try it out on a different ISP - as I said earlier, I can't access it via Telecom Broadband, but can through 2degrees. Test my theory further and see if you can get to your bills via Paradise. The more info we provide, hopefully the better Telecom have at figuring out what's going on.

numfarr

329 posts

Ultimate Geek
+1 received by user: 7

#397446 29-Oct-2010 17:02

I haven't been able to access my bill through Telecom DSL for at least two weeks, and got it immediately when I connected through Vodafone mobile.

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jjnz1

1371 posts

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#397449 29-Oct-2010 17:14

Shock: As a person who works for a company that distributes PDFs via email, the practicalities of sending email with Pdfs to a customer base as large as Telecom's firmly put them in the link to hosted bill category.

Vodafone send me all my mobile bills via email with a pdf at the end of every month.

carlh

29 posts

Geek

#397502 29-Oct-2010 20:20

On an iMac running OS X 10.6.4...

Method 1 - From the e-mail

Click on "View your bill now" button
https://bill.telecom.co.nz/viewer/GetBillImage?url= [number deleted]
Browser (Safari) opens link in new tab
Nothing happens
Status bar says "Contacting "bill.telecom.co.nz""
Eventually an error message appears:
Safari can't open the page.
Safari can't open the page 'https://bill.telecom.co.nz/viewer/GetBillImage?url= [number deleted]' because the server where this page is located isn't responding.

Method 2 - From the website

Open www.telecom.co.nz
Log in to Your Telecom on right hand side
Arrive at https://www.telecom.co.nz/ebill/requesthandler
In the table underneath "Your recent activity at a glance",
click on "View your bill"
https://bill.telecom.co.nz/app/billonline/viewbill.do tries to open
Status bar says "Contacting "bill.telecom.co.nz""
Eventually an error message appears:
Safari can't open the page.
Safari can't open the page 'https://bill.telecom.co.nz/app/billonline/viewbill.do' because the server where this page is located isn't responding.

carlh

29 posts

Geek

#398837 1-Nov-2010 21:37

bill.telecom.co.nz is now working perfectly - thank you to whoever fixed it!

And thanks to ptinson for getting involved and helping out.

Cheers

Carl

Damager

2125 posts

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#398845 1-Nov-2010 21:41

fine for me also :-) first time ive seen my bill since i got the email notification a week and a half ago.

what was the issue and whats to ensure it doesnt happen again?

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