cease of plan/there will be no change emails

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hixxy
Posts: 8
Joined: Tue Jul 22, 2008 12:21 pm
Location: Brisbane

cease of plan/there will be no change emails

Post by hixxy » Mon May 17, 2010 9:53 am

Hey I'm sure alot of others got these emails and i'm just wondering if i still need to change my plan by june 30th?

Or does this only effect the peak hour changes.

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As you may know you are currently using an ADSL plan that was discontinued a long time ago by Exetel. It is now no longer viable for us to continue to provide this plan to you at the current pricing because it is now below our cost price.

The purpose of this email is to provide you with the required notice under the terms and conditions of your contract with Exetel which you can check here should you wish to do so:

http://www.exetel.com.au/a_terms_conditions.php  (Section 12)

that Exetel is withdrawing this plan and that you should either select another Exetel plan that may suit you or move to another provider by midnight on June 30th 2010.

In the event that you have not selected another Exetel plan from the Exetel User Facilities:

https://www.exetel.com.au/members/change_service_plan.php

We will automatically cancel your current ADSL service so, to avoid any inconvenience please either move to another Exetel plan or please move to another ISP  before June 30th.

We hope that you will continue to select Exetel as your preferred supplier of internet and other services but should you now find that there is another provider that suits you better then we understand that you should always act in your own best interests and will be sorry to lose you as a customer.

Exetel Provisioning

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Firstly let me apologise for any confusion I may have caused you in sending you two email advices concerning a projected change to the off peak/peak times of your current ADSL plan.

THERE WILL BE NO CHANGE TO ANY EXETEL PLAN'S PEAK/OFF PEAK TIMES EITHER NOW OR AT ANY FUTURE TIME

By way of explanation if you can be bothered to read on:

Exetel introduced an 8 hour free of peak download period (from Midnight to 8 am) on 1st March 2004. Since that time we have continued to offer such a 'bonus' on various terms and conditions and for different time periods. We have had many problems along the way - the first being the introduction and then rapid build up of P2P usage which forever changed the way bandwidth provisioning could be looked at. However for much of the past over six years we have been the leader in providing off peak 'bonus' downloads.

The recent introduction, first by AAPT and then by TPG, of unlimited 24 hour a day usage makes off peak bonus periods less useful than they were and the progressive adoption of off peak period free usage' by more and more ISPs (now including Optus) has made the attraction of off peak bonus periods a bit too "me tooish" to have the same value they used to have.

So, the latest Exetel ADSL1 and ADSL2 plans have no peak/off peak periods and are simply aimed at the majority of Exetel's (and probably the majority whole Australian ADSL user base) customers whose monthly downloads are less than 10 gbytes. Of course there are still more than a million 'heavy' download users who "need" far more than that and it seems to me that AAPT and TPG are the logical choice for such users in the future.

I can't tell you what the costs of providing services are to the last dollar and cent - there are confidentiality clauses in all of our supply contracts that prohibit doing that.

I can tell you that it costs Exetel (gst included) approximately 40 cents to provide each gigabyte of data to an end user.

I can also tell you that it costs Exetel not far short of $40.00 per month to provide a customer with a 1500/256 kbps ADSL1 port.

It costs Exetel not much less than $40.00 for an ADSL2 + telephone line port and almost the same to provide a Naked ADSL2 port with a BYO ADSL port costing Exetel not much less than $25.00 a month.

If you look at what you download in any one month and your service type you can work out how much, if anything, Exetel 'makes' from selling and providing you a service. I can tell you that, overall, we make a loss from providing ADSL services over the past 6 or so months compared with making a small profit over the previous six years. We cannot afford to sell at a loss so we will have to take sensible steps to eliminate that problem before it becomes serious - what those steps are has not been decided yet.

We are not complaining about any of this - we set the plans/prices we believed were necessary over the past years and we have no issue with any customer using the plans they selected as they saw fit.

However we obviously got the 'mix' wrong as the various providers began to make very significant changes to their offerings....again no complaint from us....we continued to make up our own minds on what we would offer.

So the new plans, by and large, do not cater for people who download heavily and they don't provide scope for any plan to lose us money. What they have been aimed at is to provide around 60% of the ADSL1 and ADSL2 market with the lowest cost plans by service type for people who download less than 10 gbps per month.

The current plans in use by all customers will remain for the current users - they just won't be offered to new users.

Today, we received the first applications for the new fibre plans and, you may have noticed, they are being offered on a purely 'pay for what you use' basis which is the way we will offer all future broadband plans.

Again, I apologise for any inconvenience I, on behalf of Exetel, have caused you.

John Linton

(for Exetel Pty Ltd)

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: cease of plan/there will be no change emails

Post by CoreyPlover » Mon May 17, 2010 11:52 pm

I would say "yes". Your plan is still being cancelled so you will need to switch.

I assume you are on a NF/ or earlier (INC2DSL, INCPHONE, etc) plan? If so, you have until the end of the month to change to the Z/ plans (which offer the unchanged off-peak; the second email relates to Z/ plans) or you can change in June to a new OT/ON/AA plan which has a flat quota and a 2am-8am "free download" period.
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

ManUtdFans
Posts: 222
Joined: Wed Aug 18, 2004 3:01 pm

Re: cease of plan/there will be no change emails

Post by ManUtdFans » Fri May 21, 2010 3:19 pm

I also got this email BUT I just got confused.
The header looks like that there WILL be NO change in off-peak hours. Still the same as before, ie. 2am - 12 pm. Right?

But look into the contents of the email, that are totally irrelevant and nothing to explain or confirm the header meaning.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: cease of plan/there will be no change emails

Post by CoreyPlover » Fri May 21, 2010 3:39 pm

ManUtdFans wrote:I also got this email BUT I just got confused.
The header looks like that there WILL be NO change in off-peak hours. Still the same as before, ie. 2am - 12 pm. Right?
Correct. But 2am-12pm implies you are on an outdated plan and will need to change to a newer one. There used to be Z/ plans available for existing users. If you see them in your Member Facilities, these give you 12-12 off-peak. If not, the OT, ON and AA plans give you a flat quota for the month and no distinction between peak and off-peak except that downloads during 2am-8am are uncounted.
ManUtdFans wrote:But look into the contents of the email, that are totally irrelevant and nothing to explain or confirm the header meaning.
Care to elaborate on what you are confused about? What email and what header are you talking about? When I previously read these emails they made sense to me.
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

Catfish
Posts: 3
Joined: Sat Apr 11, 2009 4:14 pm
Location: Australia

Re: cease of plan/there will be no change emails

Post by Catfish » Sun May 23, 2010 7:16 am

Is this only for ADSL2 users?

oldman
Posts: 148
Joined: Mon Jan 01, 2007 6:50 am
Location: Strathpine, QLD

Re: cease of plan/there will be no change emails

Post by oldman » Sun May 23, 2010 11:25 am

CoreyPlover wrote:I would say "yes". Your plan is still being cancelled so you will need to switch.

I assume you are on a NF/ or earlier (INC2DSL, INCPHONE, etc) plan? If so, you have until the end of the month to change to the Z/ plans (which offer the unchanged off-peak; the second email relates to Z/ plans) or you can change in June to a new OT/ON/AA plan which has a flat quota and a 2am-8am "free download" period.
Except we are still waiting for the reintroduction of the Z plans which FA said he had asked to be reintroduced until the end of the month. Perhaps you would be kind enough to follow this up for us.

Thank you.

bandario
Posts: 47
Joined: Tue Apr 28, 2009 9:57 pm
Location: brisbane

Re: cease of plan/there will be no change emails

Post by bandario » Sun May 23, 2010 1:57 pm

I am on an old NF/23NOTEL and got the same emails as you.

One telling me my plan will be canceled and then another a couple of days later saying there will be no change.
I still haven't managed to clear that up yet but I have a sneaking suspicion our service will be terminated if we don't change by 30 june.

If I go into my change plan option now...

ONB $10.00 $50.00 30 gbytes + Shaped to 512 Kbps thereafter Existing
ONC $10.00 $60.00 60 gbytes + Shaped to 512 Kbps thereafter Existing
* Downloads between 2 am and 8 am do not count towards your included plan allowance from 1st June 2010


The asterix has only appeared in the last few days so it looks as though once again they have changed their minds.
I just want to know what is actually going on - just make the decision and stick to it already! :(

CoreyPlover
Volunteer Site Admin
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Re: cease of plan/there will be no change emails

Post by CoreyPlover » Sun May 23, 2010 5:29 pm

bandario wrote:I am on an old NF/23NOTEL and got the same emails as you.
One telling me my plan will be canceled and then another a couple of days later saying there will be no change.
The "no change" email refers to off-peak times. There was a proposal to change all plans to 2am-8am off-peak time periods. The second email says that proposal is no longer going ahead (only the new plans with the different pricing structure have 2am-8am unmetered periods). The original email stating that you must change plans before the end of June is still applicable however.
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

ManUtdFans
Posts: 222
Joined: Wed Aug 18, 2004 3:01 pm

Re: cease of plan/there will be no change emails

Post by ManUtdFans » Sun May 23, 2010 9:31 pm

CoreyPlover wrote:
ManUtdFans wrote:I also got this email BUT I just got confused.
The header looks like that there WILL be NO change in off-peak hours. Still the same as before, ie. 2am - 12 pm. Right?
Correct. But 2am-12pm implies you are on an outdated plan and will need to change to a newer one. There used to be Z/ plans available for existing users. If you see them in your Member Facilities, these give you 12-12 off-peak. If not, the OT, ON and AA plans give you a flat quota for the month and no distinction between peak and off-peak except that downloads during 2am-8am are uncounted.

My plan is Z/21INCTEL.
Right, the peak period is 12:00pm - 12:00am.
ManUtdFans wrote:But look into the contents of the email, that are totally irrelevant and nothing to explain or confirm the header meaning.
Care to elaborate on what you are confused about? What email and what header are you talking about? When I previously read these emails they made sense to me.
This is the email:
Header -
There Will Be No Change To Exetel Plan Peak/Off Peak Times - 02xxxxxxxx

Here's the contents:
Dear Mr XXX,
Firstly let me apologise for any confusion I may have caused you in sending you two email advices concerning a projected change to the off peak/peak times of your current ADSL plan.
THERE WILL BE NO CHANGE TO ANY EXETEL PLAN'S PEAK/OFF PEAK TIMES EITHER NOW OR AT ANY FUTURE TIME
By way of explanation if you can be bothered to read on:
Exetel introduced an 8 hour free of peak download period (from Midnight to 8 am) on 1st March 2004. Since that time we have continued to offer such a 'bonus' on various terms and conditions and for different time periods. We have had many problems along the way - the first being the introduction and then rapid build up of P2P usage which forever changed the way bandwidth provisioning could be looked at. However for much of the past over six years we have been the leader in providing off peak 'bonus' downloads.
The recent introduction, first by AAPT and then by TPG, of unlimited 24 hour a day usage makes off peak bonus periods less useful than they were and the progressive adoption of off peak period free usage' by more and more ISPs (now including Optus) has made the attraction of off peak bonus periods a bit too "me tooish" to have the same value they used to have.
So, the latest Exetel ADSL1 and ADSL2 plans have no peak/off peak periods and are simply aimed at the majority of Exetel's (and probably the majority whole Australian ADSL user base) customers whose monthly downloads are less than 10 gbytes. Of course there are still more than a million 'heavy' download users who "need" far more than that and it seems to me that AAPT and TPG are the logical choice for such users in the future.
I can't tell you what the costs of providing services are to the last dollar and cent - there are confidentiality clauses in all of our supply contracts that prohibit doing that.
I can tell you that it costs Exetel (gst included) approximately 40 cents to provide each gigabyte of data to an end user.
I can also tell you that it costs Exetel not far short of $40.00 per month to provide a customer with a 1500/256 kbps ADSL1 port.
It costs Exetel not much less than $40.00 for an ADSL2 + telephone line port and almost the same to provide a Naked ADSL2 port with a BYO ADSL port costing Exetel not much less than $25.00 a month.
If you look at what you download in any one month and your service type you can work out how much, if anything, Exetel 'makes' from selling and providing you a service. I can tell you that, overall, we make a loss from providing ADSL services over the past 6 or so months compared with making a small profit over the previous six years. We cannot afford to sell at a loss so we will have to take sensible steps to eliminate that problem before it becomes serious - what those steps are has not been decided yet.

We are not complaining about any of this - we set the plans/prices we believed were necessary over the past years and we have no issue with any customer using the plans they selected as they saw fit.
However we obviously got the 'mix' wrong as the various providers began to make very significant changes to their offerings....again no complaint from us....we continued to make up our own minds on what we would offer.
So the new plans, by and large, do not cater for people who download heavily and they don't provide scope for any plan to lose us money. What they have been aimed at is to provide around 60% of the ADSL1 and ADSL2 market with the lowest cost plans by service type for people who download less than 10 gbps per month.
The current plans in use by all customers will remain for the current users - they just won't be offered to new users.
Today, we received the first applications for the new fibre plans and, you may have noticed, they are being offered on a purely 'pay for what you use' basis which is the way we will offer all future broadband plans.

Again, I apologise for any inconvenience I, on behalf of Exetel, have caused you.
John Linton
(for Exetel Pty Ltd)

That's not mention about the change plan.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: cease of plan/there will be no change emails

Post by CoreyPlover » Mon May 24, 2010 12:31 am

Exactly. The header says "there will be no change to off-peak times". The email body says "there will be no change to off-peak times". The email body then gives some additional details and explanation. So I can't see why you are confused at all.

The "no change to off peak time" email has absolutely nothing to do with any previous email that talks about discontinuing old ADSL plans. Summarising. If you are on an old plan and received a "cease of plan" email, you need to switch to a new plan (and if you choose an OT, ON and AA plan, these are metered quite differently to NF/ plans so make sure you understand the download entitlements).
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

slickstar
Posts: 10
Joined: Sat Apr 03, 2010 1:43 pm
Location: Sydney, Australia

Re: cease of plan/there will be no change emails

Post by slickstar » Mon May 24, 2010 2:58 pm

I got the email as well however im under contract till december. How can I be asked to changed to a totally differnet plan while still under contract.

let me know please soon

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: cease of plan/there will be no change emails

Post by CoreyPlover » Mon May 24, 2010 3:22 pm

slickstar wrote:I got the email as well however im under contract till december. How can I be asked to changed to a totally differnet plan while still under contract.

let me know please soon
For contractual questions, you will need to email billing@exetel.com.au
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

qiqi1021
Posts: 13
Joined: Sat Jul 12, 2008 12:34 pm
Location: Bexley, NSW

Re: cease of plan/there will be no change emails

Post by qiqi1021 » Wed May 26, 2010 2:32 pm

Looking for some clarification. I'm on the old INCPHONE Z plan and haven't received a "cease of plan" email. Instead the price got bumped up $5 just a month ago after an email saying it's below cost.

Will I still need to change plans by June 30th?

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: cease of plan/there will be no change emails

Post by CoreyPlover » Wed May 26, 2010 3:49 pm

qiqi1021 wrote:Will I still need to change plans by June 30th?
Double check your spam folders and email contact in your member facilities. IF you still can't find it, you should probably email provisioning@exetel.com.au or billing@exetel.com.au to confirm
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

tango68
Posts: 2
Joined: Sun Aug 30, 2009 2:21 pm
Location: Melbourne

Re: cease of plan/there will be no change emails

Post by tango68 » Thu May 27, 2010 5:35 pm

Hi
I am in Z/21INCTEL plan and I got email which ask me change to new plan by end of June.
Can I keep my current plan ?

And If I have to change plan, how I keep my offpeak time from 12:00am to 12:00pm. In change plan in my member facilities show off peak time from 2:00am to 8:am.

Thanks
NT

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