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15156 posts

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# 132251 14-Oct-2013 22:45
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Just spent the last few hours trying to get a prepay  account topped up for an ipad micro sim. For some reason my previous password no longer works(I had it saved in lastpass so should have been correct) . So I tried to get it reset, but it sends this via txt, which an ipad can't recieve. So I phoned them, and they didn't know what I could do. 
I can connect to the telecom account page from the ipad as it automatically logs in. However when you try to top it up, via the 'top up' button, it needs my username and login, which it won't accept. If I try it from a computer, the same thing happens. I was told by the support staff that it is just a flaw with the system with ipads, even though it was sold as being ipad compatible to me.
 They thing is I also want to use the my telecom app, so I can see usageage/top up etc., and that also doesn't work, as it needs to send a verifiaction text. However they said it should just log me in automatically too, and shouldn't need any authorisation, if I connect to it over 3 G.
They said I would need a telecom phone to put the sim into, so I could receive the text messages. I just wonder why this couldn't be emailed instead. I don't have a telecom compatible phone to do this anyway. They said I may have to go into a telecom store to get it resolved. But you would think that I could just tell them the new password over the phone, and they could change it for me.  It just seems so primitive compared to teh other providers. Anyway to cut a long story short, I still haven't been able to topup the account, and am no further on. I will need to phone them back tomorrow when I have some more time, unless someone has some ideas of how it can be done. 

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  # 915121 14-Oct-2013 23:44
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I have never had to log in to top up when topping up my telecom prepaid phone in the browser, just hit topup, my phone and put in amount, then the card details?




Richard rich.ms



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  # 915124 14-Oct-2013 23:59
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richms: I have never had to log in to top up when topping up my telecom prepaid phone in the browser, just hit topup, my phone and put in amount, then the card details?


I can do that from a desktop, if I google telecom topup prepay. However what happens if you type in the wrong phone number, I am guessing it gets assigned to someone elses account?
 But still, I am wanting to be able to login, so I can check the balance from my PC, or so I can access the ios app so it is simple to check the balance and expiry date. Currently without any text reminder of the expiry, it is too easy to miss the xpiry date. I had it on the ipad calander, but something went wrong with the ios7 update, and it was wiped.
At the very least I think it should email the reminder as well as text it, SMS text messaging is pretty old technology these days, and mobile devices like the ipad don't seem to have that function.

 
 
 
 


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  # 915126 15-Oct-2013 00:00
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If I do it from my phones browser, the number is already populated, and the screen before it has all my usage information on it from the cellular connection.

I have only done it on an android tablet, and it was exactly the same experiance.




Richard rich.ms



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  # 915128 15-Oct-2013 00:20
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richms: If I do it from my phones browser, the number is already populated, and the screen before it has all my usage information on it from the cellular connection.

I have only done it on an android tablet, and it was exactly the same experiance.


I haven't tried it that way on the ipad, as I don't think there is any direct link to the topup page from the accounts page top the topup page. So would ahve to google for the prepaid mobile topup page, which doesn't sound like the right way to do it.  
The top up button on the account page just goes to a login screen. But I can do it from the desktop, and manually type in number.
Logically though, the top up button should link to that page.

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  # 915152 15-Oct-2013 07:38
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I can understand

I have a Prepay phone account that can be a mission to access

I have broadband and their email is impossible to troubleshoot

However I Habe found calling Helpdesk usually successful

I don't know who designed their interfaces. They should be sacked and sent back to the 90s




Involuntary autocorrect in operation on mobile device. Apologies in advance.


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  # 915159 15-Oct-2013 08:03
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Works fine from my Galaxy Tab, if I'm on 3G (rather than wifi) it auto logs in and such. I don't recall if I originally had to receive a text to get it setup or not, though. If on wifi, it does expect login details.

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  # 915217 15-Oct-2013 09:03
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mattwnz: Just spent the last few hours trying to get a prepay  account topped up for an ipad micro sim. For some reason my previous password no longer works(I had it saved in lastpass so should have been correct) . .


The passwords expire about every 12 months sop have to be reset.  I have had to do this on several prepay devices I have recently.  No biggy.  Just ask for a password reset.  If you can't send it to the tablet put the SIM into a fone or datastick..




Regards,

Old3eyes


 
 
 
 


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  # 915417 15-Oct-2013 13:40
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mattwnz:
reflakk: One thing you could try that was worked for me in a similar situation in the past:

If you can access the 'your telecom' page via 3G..
http://m.telecom.co.nz/yourtelecom

There's an option to 'Change password' at the bottom of that page.

IIRC, it doesn't require you to receive a text message if you change your password using this link.

Once the password is changed, you may be able to use it to top up, and possibly even access the App?



Thanks will try that. However it won't solve th problem of getting the app to work, as that needs to send a text verification code to the number.

One of the flaws with the current system, is that it assumes that you can successfully connect to the 3G connection. However yesterday my 3G connection didn't work, so there was no way for me to connect to the account, nor log in, to see if there was still credit on the account.
And if the password expired after 12 months, their support staff didn't know this. It is a pretty poor system for ipad users. They have suggested, as other above, to insert the sim into a telecom phone. However I don't have a telecom one that is compatible with their network, and if they require one, they really should provide a cheap handset with the sim, prior to selling it to ipad users, as I was sold the sim as being suitable for ipads.


maybe I am just not following what you are saying very well,  but are you saying that:

1) you want to use your ipad over 3G (hence the need to buy the credit)
2) you can't get a 3G signal

Wouldn't the solution be to just wait until you can get a 3G signal?  I mean, you can't use the credit until then anyway, so just top up once you get the signal?

I would imagine the scenario of a person who wants to use 3G data on their ipad would normally require access to a 3G connection anyway.



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  # 915429 15-Oct-2013 13:48
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their account login/interface likes to randomly stall as you access it and it is independant of the 3g signal

I know, coz i use a telecom prepay.




Involuntary autocorrect in operation on mobile device. Apologies in advance.




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  # 915434 15-Oct-2013 13:59
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NonprayingMantis:
mattwnz:
reflakk: One thing you could try that was worked for me in a similar situation in the past:

If you can access the 'your telecom' page via 3G..
http://m.telecom.co.nz/yourtelecom

There's an option to 'Change password' at the bottom of that page.

IIRC, it doesn't require you to receive a text message if you change your password using this link.

Once the password is changed, you may be able to use it to top up, and possibly even access the App?



Thanks will try that. However it won't solve th problem of getting the app to work, as that needs to send a text verification code to the number.

One of the flaws with the current system, is that it assumes that you can successfully connect to the 3G connection. However yesterday my 3G connection didn't work, so there was no way for me to connect to the account, nor log in, to see if there was still credit on the account.
And if the password expired after 12 months, their support staff didn't know this. It is a pretty poor system for ipad users. They have suggested, as other above, to insert the sim into a telecom phone. However I don't have a telecom one that is compatible with their network, and if they require one, they really should provide a cheap handset with the sim, prior to selling it to ipad users, as I was sold the sim as being suitable for ipads.


maybe I am just not following what you are saying very well,  but are you saying that:

1) you want to use your ipad over 3G (hence the need to buy the credit)
2) you can't get a 3G signal

Wouldn't the solution be to just wait until you can get a 3G signal?  I mean, you can't use the credit until then anyway, so just top up once you get the signal?

I would imagine the scenario of a person who wants to use 3G data on their ipad would normally require access to a 3G connection anyway.




If you are trying to troubleshot whether the problem is with your 3G connection or with the account (eg it has expired or run out of credit), there is no way to do this. You can't check the account on a desktop, as you can't retrieve a new password on an ipad, and the password automatically expires. The device was showing a 3G connection, but it wasn't loading anything at all, and said that the connection was down. This was during the powercuts yesterday, so looks like it was a problem with their network ,as after the powercuts it did then allow me access to the account page. But everytime IOS updates, it wipes the APN, so the 3G connection doesn't work until it is manually reentered again.

REgarding topping it up, the link to top up on the ipad doesn't work. I had to top up on my desktop, but I couldn't very how much credit I had, as you can't log into the account on a desktop. Lets just say it is a broken and frustrating system to use, and even the telecom CS apologised and said that it had problems.

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  # 915474 15-Oct-2013 15:27
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mattwnz: 

REgarding topping it up, the link to top up on the ipad doesn't work. I had to top up on my desktop, but I couldn't very how much credit I had, as you can't log into the account on a desktop. Lets just say it is a broken and frustrating system to use, and even the telecom CS apologised and said that it had problems.


You can access your account via a desktop via this link  http://www.telecom.co.nz/home/  That's how I topup my prepays..




Regards,

Old3eyes




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  # 915476 15-Oct-2013 15:29
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old3eyes:
mattwnz: 

REgarding topping it up, the link to top up on the ipad doesn't work. I had to top up on my desktop, but I couldn't very how much credit I had, as you can't log into the account on a desktop. Lets just say it is a broken and frustrating system to use, and even the telecom CS apologised and said that it had problems.


You can access your account via a desktop via this link  http://www.telecom.co.nz/home/  That's how I topup my prepays..


Yes, but I can't login, as I can't get my password reset (they automatically reset it after a year), as their system will only send the password reset to via a text message, which the device can't recieve.That is the whole problem I have been having, if they sent it via an email instead, then it would be solved. The CSR can't manually reset it for me.

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  # 915574 15-Oct-2013 16:45
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mattwnz:
old3eyes:
mattwnz: 

REgarding topping it up, the link to top up on the ipad doesn't work. I had to top up on my desktop, but I couldn't very how much credit I had, as you can't log into the account on a desktop. Lets just say it is a broken and frustrating system to use, and even the telecom CS apologised and said that it had problems.


You can access your account via a desktop via this link  http://www.telecom.co.nz/home/  That's how I topup my prepays..


Yes, but I can't login, as I can't get my password reset (they automatically reset it after a year), as their system will only send the password reset to via a text message, which the device can't recieve.That is the whole problem I have been having, if they sent it via an email instead, then it would be solved. The CSR can't manually reset it for me.


I have this exact same problem - both with the password not being valid and needing a text to reset it, and the top up link not working (even though the main prepaid balance page works fine over 3G). Would love to see a solution as it makes managing the account a real hassle.

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