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Why cant I recharge my telstra pre paid mobile?

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Does any one else think telstra online pre paid recharge is a complete joke I have tried to make an account so I can recharge (I cant do it on my phone) but it comes up with

Error 12003

Telstra cannot complete your registration. Your service must be in an active state to register for my pre-paid online services.

Please contact a telstra representative on 125 8880*, and quote the error number.

* a 25c flat fee from your telstra pre-paid plus service.
And I've called the number it just tells me to call again service is not avaliable