Price Increase For Out Of Contract Customers - Continued

Discussions regarding new & existing plans and other Exetel initiatives
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wadeholmes
Posts: 22
Joined: Tue Mar 31, 2009 5:53 pm
Location: Halidays Point

Re: Price Increase For Out Of Contract Customers - Continued

Post by wadeholmes » Mon Jan 10, 2011 5:15 pm

ForumAdmin wrote:
wadeholmes wrote: Thanks for the info - If I decide to leave straight away (ie 2nd March), is it possible to get the money you have taken for March (ie the plan + $10) back?
The policy on refunding unused usage is covered in the terms and conditions.
Sorry - after reading the terms and conditions I am none the wiser - can you point me in the direction (eg clause XX) or just answer

And can you please clarify this point:

On the 1st of March you will bill me for the month +$10 (the $10 fee is because you say I am out of contract)
But I cannot leave until the 2nd of March because you have just said I am in contract - yet the $10 is for customers who are out of contract?
It seems to me I have no way of avoiding the $10 fee.....

philippedlow
Posts: 3
Joined: Thu Mar 11, 2010 4:51 pm
Location: Perth

Re: Price Increase For Out Of Contract Customers - Continued

Post by philippedlow » Mon Jan 10, 2011 5:25 pm

Hi, i'm currently on the $43 ONA plan which we just switched over in November as we felt we could cut back on our on-peak downloads. We'd be thinking of switching to the new OCV200 plan - a bit of a price increase but once the extra $10 on the current plan is taken into account it seems worthwhile (for us at least). Once my mobile contract finishes the OCV200/19 will be more beneficial I think. Anyway, I was unsure of the following (sorry if any of this has been asked before, I have trawled through the vast majority of the now 40+ pages of posts but didn't always see a conclusive answer) and would appreciate a response:

1. Can you confirm the plan switch fee that we paid in November will be refunded/creditted to us?
2. Can you confirm that the free local, national and Optus mobile calls (including resellers) are a condition of the contract and will last for the full 12 month period?
3. Will this consolidation of plans (in theory at least) mean that there will be less 'messing about' of plans/quotas/rates/inclusions in the future? People are obviously a bit tired of the changes.
4. I'm not clear on what will happen once the PSTN line is reactivated (sorry, i'm not very tech savvy so bear with me). We have a Dynalink RTA1046VW modem to handle VOIP so that we can use our ordinary phones on a DID number (for Perth numbers starting with a 6). We would then also be assigned a PSTN number (for Perth starting with a 9) and be billed additional PSTN calls through Exetel (or by Optus directly?). We would like to make use of the free Optus calls (why not, they're free) while also using VOIP for international and other calls due to the cheaper rates and for incoming calls as everyone knows that number. So it would appear that we will now have two phone numbers but only one set of phones (currently only through one wall phone point, via the modem). What I don't understand is how switching between the two (PSTN and VOIP) will work/is possible. Any clarification greatly appreciated!
5. Once a new 12month OCV200 contract is over, will Optus be able to then impose higher line rental/usage charges on you, and consequently on us?
6. Once a new 12month OCV200 contract is over, will Optus be able to then withdraw the free local, national and Optus mobile calls?
7. Or, will these likely still be available by signing up to a new 12month contract ie. is being out of contract probably a thing of the past, with people signing up to renew contracts in order to get the best deals (much like with mobile phone contracts at the moment)?

I appreciate that many of these questions can't be answered conclusively, particularly on what Optus may or may not do, but i'd like some visibility for the future, particularly when it comes to charges from Optus/telcos etc. as this is why people went 'naked' in the first place. My concern is that Optus are trying to entice customers back and that once they have enough back they will likely try to increase prices or reduce inclusions to increase profits again. This could then make 'naked' more attractive again, resulting in a new wave of changes and so on and so on. Technically speaking 'naked' might have been smoke and mirrors, but my bank balance will tell you that there was a tangible benefit of not having to pay the telcos! Thanks for your time and patience.

ForumAdmin
Posts: 3663
Joined: Sun Jan 04, 2004 2:31 pm
Location: Sydney

Re: Price Increase For Out Of Contract Customers - Continued

Post by ForumAdmin » Mon Jan 10, 2011 6:32 pm

philippedlow wrote:Hi, i'm currently on the $43 ONA plan which we just switched over in November as we felt we could cut back on our on-peak downloads. We'd be thinking of switching to the new OCV200 plan - a bit of a price increase but once the extra $10 on the current plan is taken into account it seems worthwhile (for us at least). Once my mobile contract finishes the OCV200/19 will be more beneficial I think. Anyway, I was unsure of the following (sorry if any of this has been asked before, I have trawled through the vast majority of the now 40+ pages of posts but didn't always see a conclusive answer) and would appreciate a response:

1. Can you confirm the plan switch fee that we paid in November will be refunded/creditted to us?
2. Can you confirm that the free local, national and Optus mobile calls (including resellers) are a condition of the contract and will last for the full 12 month period?
3. Will this consolidation of plans (in theory at least) mean that there will be less 'messing about' of plans/quotas/rates/inclusions in the future? People are obviously a bit tired of the changes.
4. I'm not clear on what will happen once the PSTN line is reactivated (sorry, i'm not very tech savvy so bear with me). We have a Dynalink RTA1046VW modem to handle VOIP so that we can use our ordinary phones on a DID number (for Perth numbers starting with a 6). We would then also be assigned a PSTN number (for Perth starting with a 9) and be billed additional PSTN calls through Exetel (or by Optus directly?). We would like to make use of the free Optus calls (why not, they're free) while also using VOIP for international and other calls due to the cheaper rates and for incoming calls as everyone knows that number. So it would appear that we will now have two phone numbers but only one set of phones (currently only through one wall phone point, via the modem). What I don't understand is how switching between the two (PSTN and VOIP) will work/is possible. Any clarification greatly appreciated!
5. Once a new 12month OCV200 contract is over, will Optus be able to then impose higher line rental/usage charges on you, and consequently on us?
6. Once a new 12month OCV200 contract is over, will Optus be able to then withdraw the free local, national and Optus mobile calls?
7. Or, will these likely still be available by signing up to a new 12month contract ie. is being out of contract probably a thing of the past, with people signing up to renew contracts in order to get the best deals (much like with mobile phone contracts at the moment)?
8. but my bank balance will tell you that there was a tangible benefit of not having to pay the telcos! Thanks for your time and patience.

1) If you sign up for a new 12 month contract then any change plan fee you paid since October 1st 2010 will be credited before the end of February
2) Yes
3) Changes to plans never apply to people in contracts. I can make no comment on the future.
4) I don't know - your statements are too confusing for me. It makes no difference to your use of VoIP in any way whether your ADSL line is crippled or full service.
5) I don't know - I can't see why such a thing would happen.
6) Once a contract ends then it ends
7) I don't know - being out of contract has no advantage as far as I can see. But so much change is currently occurring I don't know how to comment on an unknown future.
8) You have always paid a carrier for the PSTN line used for your "naked" ADSL service - only marketing fluff presented "naked" to you as somehow avoiding paying for the line (which you always had to have).

ForumAdmin
Posts: 3663
Joined: Sun Jan 04, 2004 2:31 pm
Location: Sydney

Re: Price Increase For Out Of Contract Customers - Continued

Post by ForumAdmin » Mon Jan 10, 2011 6:39 pm

wadeholmes wrote:
ForumAdmin wrote:
wadeholmes wrote: Thanks for the info - If I decide to leave straight away (ie 2nd March), is it possible to get the money you have taken for March (ie the plan + $10) back?
The policy on refunding unused usage is covered in the terms and conditions.
Sorry - after reading the terms and conditions I am none the wiser - can you point me in the direction (eg clause XX) or just answer

And can you please clarify this point:

On the 1st of March you will bill me for the month +$10 (the $10 fee is because you say I am out of contract)
But I cannot leave until the 2nd of March because you have just said I am in contract - yet the $10 is for customers who are out of contract?
It seems to me I have no way of avoiding the $10 fee.....
I can't help you any further. I may have been wrong in what I have already said as the dates are so close. On reflection you won't incur a plan increase because you are still in contract.

Send an email query to accounting or call provisioning who understand this sort of stuff much better than I do.

normad
Posts: 3
Joined: Mon Jan 10, 2011 7:12 pm
Location: NSW AU

Re: Price Increase For Out Of Contract Customers - Continued

Post by normad » Mon Jan 10, 2011 7:42 pm

I have received the same email on 4th. So I checked the website and found the OCV200 was a good plan for my usage. I attempted to change my plan by logging into the member area, but wasn't able to choose any naked ADSL 2+ plan. So I called in today and was told Exetel does not provide any naked plans any more. Therefore I got no option but to move to an unevenly split plan (30/180GB). Considering the change of the off peak hours, this plan will be a more expensive but less value plan ($ per actual usage).

Last year, I experienced significant service disruption for a few months (very slow speed and no telephone service). It took three months for Exetel to fix my issue. And I had been paying the same month fees without any complaint.

I have been with Exetel for many years. This is the second time that I am forced to change my plan. Last time, I had to pay $10 for the change. And this time I had no option but to move to an unsuitable plan. I sincerely hope that someone can help me out.

autron
Posts: 64
Joined: Fri May 01, 2009 7:24 am
Location: Geelong

Re: Price Increase For Out Of Contract Customers - Continued

Post by autron » Mon Jan 10, 2011 7:51 pm

philippedlow wrote:4. I'm not clear on what will happen once the PSTN line is reactivated (sorry, i'm not very tech savvy so bear with me). What I don't understand is how switching between the two (PSTN and VOIP) will work/is possible.
Your question would be best directed at a specialist VOIP forum as the specifics will depend on your equipment and there are a number of ways of doing it.

Basically you either use a VOIP device which is capable of selecting whether calls are made via PSTN or VOIP (this can be done manually, or automatically via a dialplan in your device), or you go the low tech route and have two handsets, one of which is used for PSTN calls and plugged via a filter directly into a phone socket.

autron
Posts: 64
Joined: Fri May 01, 2009 7:24 am
Location: Geelong

Re: Price Increase For Out Of Contract Customers - Continued

Post by autron » Mon Jan 10, 2011 7:56 pm

normad wrote: found the OCV200 was a good plan for my usage. I attempted to change my plan by logging into the member area, but wasn't able to choose any naked ADSL 2+ plan.
The OCV200 plan is a replacement for naked plans and comes with a working PSTN phone service. It is available to change to in the member area for naked plan users who are out of contract.

normad
Posts: 3
Joined: Mon Jan 10, 2011 7:12 pm
Location: NSW AU

Re: Price Increase For Out Of Contract Customers - Continued

Post by normad » Mon Jan 10, 2011 8:01 pm

I am not a naked plan user. And I can't see any naked plan in the member area. When I called the support and told them that I wanted to change to OCV200, I was told naked plans are no longer available.

d5.lam
Posts: 44
Joined: Mon Jun 30, 2008 9:21 pm
Location: brisbane

Re: Price Increase For Out Of Contract Customers - Continued

Post by d5.lam » Mon Jan 10, 2011 8:23 pm

autron wrote: Basically you either use a VOIP device which is capable of selecting whether calls are made via PSTN or VOIP (this can be done manually, or automatically via a dialplan in your device), or you go the low tech route and have two handsets, one of which is used for PSTN calls and plugged via a filter directly into a phone socket.
Yeah the latter is what I'm gonna do. Until I have time and if i dont get lazy to determine if the prior is capable on my billion device.

Affinity
Posts: 138
Joined: Thu Feb 12, 2004 4:33 pm

Re: Price Increase For Out Of Contract Customers - Continued

Post by Affinity » Mon Jan 10, 2011 8:26 pm

Q.3 But what if I ported my original PSTN to VOIP? Can I revert back?

A.You can, however this is a manual process and takes approximately 5-10 working days to complete.
Exactly how does one go about re-instating their originally ported PSTN/VoIP number back to the PSTN line?

Do you order the OCV200 plan and then send an email requesting the VoIP port back to PSTN? If so, exactly how? Which email address should be used for the request?

I am guessing this is what is required:

1. Complete application online (no option to port VoIP number back to PSTN here).
2. Immediately send an email requesting the port to residentialsupport@exetel.com.au with the FNN of the service.

Is that right?

Also:

A. When does the 5-10 days start?

B. How does one know that the porting has been completed?

Thanks.

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

Re: Price Increase For Out Of Contract Customers - Continued

Post by CoreyPlover » Mon Jan 10, 2011 8:43 pm

Affinity wrote:I am guessing this is what is required:

1. Complete application online (no option to port VoIP number back to PSTN here).
2. Immediately send an email requesting the port to residentialsupport@exetel.com.au with the FNN of the service.

Is that right?
That is one way. The second is to wait as they have said they will try to put a VOIP->PSTN option on the application form soon.

I don't know the answers to your other questions
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

vbap
Posts: 224
Joined: Tue Feb 17, 2009 3:01 pm
Location: Melbourne

Re: Price Increase For Out Of Contract Customers - Continued

Post by vbap » Mon Jan 10, 2011 8:45 pm

Affinity wrote:
I am guessing this is what is required:

1. Complete application online (no option to port VoIP number back to PSTN here).
2. Immediately send an email requesting the port to residentialsupport@exetel.com.au with the FNN of the service.

Is that right?

Also:

A. When does the 5-10 days start?

B. How does one know that the porting has been completed?

Thanks.
Further to COreyPlover's post, PaulP has already responded on this - although I can't find the exact post right now (maybe in another thread).
1. They are working on the backend systems so that it will be part of the online application (planned for end of this week or early next week IIRC)
2. If you have already applied for OCV200, and wish to port back your VoIP to PSTN, email provisioning@exetel.com.au

A. & B. are best answered by PaulP

ForumAdmin
Posts: 3663
Joined: Sun Jan 04, 2004 2:31 pm
Location: Sydney

Re: Price Increase For Out Of Contract Customers - Continued

Post by ForumAdmin » Mon Jan 10, 2011 8:57 pm

normad wrote:I have received the same email on 4th. So I checked the website and found the OCV200 was a good plan for my usage. I attempted to change my plan by logging into the member area, but wasn't able to choose any naked ADSL 2+ plan. So I called in today and was told Exetel does not provide any naked plans any more. Therefore I got no option but to move to an unevenly split plan (30/180GB). Considering the change of the off peak hours, this plan will be a more expensive but less value plan ($ per actual usage).

Last year, I experienced significant service disruption for a few months (very slow speed and no telephone service). It took three months for Exetel to fix my issue. And I had been paying the same month fees without any complaint.

I have been with Exetel for many years. This is the second time that I am forced to change my plan. Last time, I had to pay $10 for the change. And this time I had no option but to move to an unsuitable plan. I sincerely hope that someone can help me out.
Send an email to:

paulp@exetel.com.au containing your FNN and tell him I authorised a manual change to whatever plan you nominate.

normad
Posts: 3
Joined: Mon Jan 10, 2011 7:12 pm
Location: NSW AU

Re: Price Increase For Out Of Contract Customers - Continued

Post by normad » Mon Jan 10, 2011 9:14 pm

ForumAdmin wrote:
normad wrote:I have received the same email on 4th. So I checked the website and found the OCV200 was a good plan for my usage. I attempted to change my plan by logging into the member area, but wasn't able to choose any naked ADSL 2+ plan. So I called in today and was told Exetel does not provide any naked plans any more. Therefore I got no option but to move to an unevenly split plan (30/180GB). Considering the change of the off peak hours, this plan will be a more expensive but less value plan ($ per actual usage).

Last year, I experienced significant service disruption for a few months (very slow speed and no telephone service). It took three months for Exetel to fix my issue. And I had been paying the same month fees without any complaint.

I have been with Exetel for many years. This is the second time that I am forced to change my plan. Last time, I had to pay $10 for the change. And this time I had no option but to move to an unsuitable plan. I sincerely hope that someone can help me out.
Send an email to:

paulp@exetel.com.au containing your FNN and tell him I authorised a manual change to whatever plan you nominate.
Will do. Really appreciate.

barywhite
Posts: 9
Joined: Sat Mar 13, 2010 9:42 am
Location: QLD

Re: Price Increase For Out Of Contract Customers - Continued

Post by barywhite » Mon Jan 10, 2011 9:48 pm

autron wrote: I sometimes marvel at the patience shown by ForumAdmin.
Indeed. For someone who I would expect to have many commitments competing for time he does very well to come on here and answer the same question phrased slightly differently a dozen times.

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