The company was responding to an iTWire article that commented on an apparent service issue at the MVNO which led to it being impossible to buy a SIM and also led to messages indicating a service had expired when it had been renewed a few weeks earlier.
Boost Mobile general manager Jason Haynes said the new technology would improve the company's ability to service individual customers better.
"While we would all love to have this now, it's an extremely large project for Telstra as a part of their T22 strategy from which Boost Mobile and its customers will benefit from when completed," he said.
"While this message is still not ideal we wanted to ensure no other customer had a similar experience of unnecessarily being directed into store especially at this time," he said. "We will work towards the better long-term solution in fixing the actual reason for the error message in the first place."
He said the issue of a contact number not being easily visible on the Boost site was being worked through.
"It currently sits in our HELP section, we will look to elevate this section so it is easier to find," he said. However, he added, given the COVID-19 situation, the company had limited resources within call centres.
"We want to be make sure we are providing the fastest possible customer service, so we are looking at highlighting our other alternate options like LiveChat and potentially an email direct to Boost Mobile so we can work with Telstra to address the issue promptly until the call centres are back at full speed," Haynes added.
"We do not wish any of our customers to ever have a negative experience. While COVID-19 has put additional pressure on the call centres and has forced some significant change to be implemented in the short term, the experience you went through is unacceptable and I thank you for highlighting the issue so we can work towards solutions."