New Bundled ADSL/Wire Line/Mobile Plans

[ForumAdmin]

the story so far:
- Applied for a change to Special2 through the Members Facilities. Also applied for Cap19 for my wife's phone.
- Got confirmation email for the mobile portion as an HSPA plan 'CAP-SPECIAL 2' and Cap19 for my wife.
- Sent email wondering why there was no confirmation of the ADSL portion and no indication in the Members Facilities of a change and was told it was fine.
- Got charged the $20 SIM fees and received the SIMs
- Tried to activate the SIMs on Friday afternoon which then showed as 'Pending'.
- Still 'Pending' Saturday morning so sent email to provisioning and got no response.
- Sent another email Monday asking about it as the Cap19 was still 'Pending' and all evidence of the Special2 plan change had disappeared from the HSPA pages and the application change page showed the SIM status as 'Service Has Been Deactivated'
- Got email yesterday telling me the Cap19 was activated with no mention of the Special2 so replied and asked for status on that.
- Got email today saying Special2 was rejected and I should submit a plan change through the website (which was what I did in the first place)
- Rang Provisioning and got told that there was a system problem and you can't change plans to the Special2 plan and the sales person who took my order might have done something wrong - strange as there was no salesperson, I did the whole thing through the website. Apparently someone is looking into it and will get back to me.

So I paid $20 for a SIM for a service that was rejected and getting anything out of provisioning was like pulling teeth and I got a different stories (or no response) each time.

I'll ask someone competent to fix your problem.

[paulp]

mycle,

I am looking into this now. It is unusual things have gone so awry but I am on it and will call you once I receive complete diagnosis on the problem.

[mycle]

Thanks Paul, looks like it's sorted now.

[ianexe]

So, are the OCV200 plans Naked? The documentation is confusing. It seems to suggest that the pstn will be reconnected. Is there an equivalent of the old Notel plan with voip as an add-on?

Thanks,
Ian

[paulp]

So, are the OCV200 plans Naked? The documentation is confusing. It seems to suggest that the pstn will be reconnected. Is there an equivalent of the old Notel plan with voip as an add-on?

No, it just means we will reactivate the PSTN with no inconveinence to you or downtime.,

[Ditman1]

OT-SPECIAL1 $20.00 $60 Included Included CAP-SPECIAL1 50 gbytes 120 gbytes 12 Months
OT-SPECIAL2 $20.00 $70 Included Included CAP-SPECIAL2 100 gbytes 180 gbytes 12 Months

Hi

Can anyone tell me where on the Exetel web page the OT-SPECIAL2 details in their entirity are listed ?

I have just signed up for it and it has now been provisioned but when I went back to check all the details of what is included I can'd find any references. I do have some screen prints from the signup but would like to have a copy so I can refer back to it.

Also under the user facilities the phone comes up as HSPA Service instead of a mobile service (not that I care as long as I do get free calls included) under the CAP-SPECIAL 2.

Sorry to be so pedantic but if I can get details or a place I can refer to for the CAP-SPECIAL 2 & OT-SPECIAL2 I would feel much more confident.

Many thanks.

Lawrie

[paulp]

Hi,

As far as I'm aware the OT specials are now no more.

[Ditman1]

Hi,

As far as I'm aware the OT specials are now no more.

I was one of the lucky ones and took it up just in time.

I spoke to the helpdesk and they advised that I was correct about the inclusions I would of liked to see it either in the forums or on the website as past offer so it can be refered back to though. The Member Facility page is very general and omits call allowances.

Thanks

[ianexe]

Hi,
I'm fairly uncomfortable about the requirement to 'waive' the customer service guarantee when upgrading but find that transferring from this service to another naked service is impossible without getting telstra to reinstate your pstn. Which is very costly. The waiver seems to include problem rectification times (i.e. removing maximum outage times).

Anyway, I'm trying to work out if I should cancel the changeover and wanted to know if there are any additional charges over and above the monthly fee (OCV) if I'm not going to use the pstn phone?

Thanks,
Ian

[Klaas]

Hi,
I'm fairly uncomfortable about the requirement to 'waive' the customer service guarantee when upgrading but find that transferring from this service to another naked service is impossible without getting telstra to reinstate your pstn. Which is very costly. The waiver seems to include problem rectification times (i.e. removing maximum outage times).

Anyway, I'm trying to work out if I should cancel the changeover and wanted to know if there are any additional charges over and above the monthly fee (OCV) if I'm not going to use the pstn phone?

Thanks,
Ian

Customer Service Guarantee - if you don't have an active PSTN line now (ie, you only use VoIP) then you don't fall under the CSG anyway. The CSG is offered by Telstra, and guarantees fix times to PSTN faults.

If you change to OCV plan, there are no charges if you don't use the PSTN line. Once you've converted, you will have fully active line, which will allow to you move easily to another provider's naked service, if you so wish.

[ianexe]

Thanks for that info.

Regards,
Ian

[G00se]

mycle,

I am looking into this now. It is unusual things have gone so awry but I am on it and will call you once I receive complete diagnosis on the problem.

Paul, I have a similar situation to Mycle,

I processed OT-Special2 back in December the 13th, and have only received bill's for Mobile CAP' plan (which is insane).

if you have exposure to the issues to port across to this new plan can you please assist?

Cheers

Bruce

[paulp]

G00se,

Please PM all your details as I'd need to investigate this one.

[Tec9]

I was looking through the new deals that exetels is running at the moment with the OT-500, i am currently on the OVC200 plan with a VoIP telephone and was wondering if i change over to that plan will i loose my VoIP or will i keep using my VoIP services

Secondly, with the NBN service is that available in any region yet and do u need to pay for line rental

[remosha]

I was looking through the new deals that exetels is running at the moment with the OT-500, i am currently on the OVC200 plan with a VoIP telephone and was wondering if i change over to that plan will i loose my VoIP or will i keep using my VoIP services

Secondly, with the NBN service is that available in any region yet and do u need to pay for line rental

If a change to an OT plan is possible via your Exetel Members Facilities, you may submit a plan change request to move to OT-500. Changing your ADSL plan will not affect your VoIP service.

To check availability of NBN, please do email residentialsales@exetel.com.au with your address.