4 reviews
The service I requested was not provided at the time and it took me several months to realise it, as the speed kept dropping down very sharply virtually every month. I attempted to correct the package over the phone several times, but I kept getting transferred from one call centre to another and was asked for all my identifying information every time. It seems that the call centres are located overseas where Australian privacy and security rules and laws do not apply, thus allowing call centre operators to freely trade personally identifying information with trackers, hackers, spies and data broker world wide.
In order to avoid taking responsibility, they send Emails from Mr & Mrs No Reply so that you cannot directly question the contents, this way you will need to call their overseas based call centres, keep providing names addresses, dates of birth, driver license numbers and so on before you mention the No Reply message and hope that one of the several the overseas operators can find it and handle it.
Time for me to look for a decent provider!
Follow-up · The service is getting from bad to worse and the provider is still interested in maintaining their own security to the detriment of their own customers security.
- Start Date: November 2024
- Contract Type: Month-to-month
Hi Tom, It is very easy for a legitimate local carrier to identify the caller by the caller-id if the call is received and answered in Australia. While I provided all required ID information at the beginning of the call, I was asked to re-provide IDs every time the call is transferred. Your agents, local or otherwise, were very reluctant to provide me with their full name and geographical location.
Hi JDP, you will generally only have to ID once even if you are being transferred between departments, unless the department you are being transferred to hasn't been consulted first. We would love to have a look into this to see what happened to make us ask for your ID so many times, to make sure the correct processes were being followed and so we can do better and improve the experience for you and all customers next time.
Did you have a fault or invoice number that we could look into? - Paris
Hi Paris (and Tom), My latest invoice number is 51440818 and Edmund of the complaints department is investigating the incorrect provisioning problem now.
1 week to receive necessary hardware,[phone adapter] then 20 minutes to connect to my existing Netgear modem/router. Would have been 'plug & play' if I hadn't made an error on setup. When I upgraded with previous provider about 4 months ago, I had to get additional hardware because their modem was proprietary [additional $150] and was not compatible with house WiFi, plus took at least 4 weeks to port voip phone. Plus we're saving $39/mth
- Start Date: March 2025
- Contract Type: Month-to-month
- Data Type: Unlimited Data
Hi Neil, glad to hear that your setup experience with us was smooth and you're enjoying the savings! We completely understand how frustrating it can be dealing with proprietary hardware and long wait times, so it's great to know our solution worked well for you. Plus, our hardware isn't proprietary at all! If you need any further assistance in the future, don’t hesitate to reach out to 1300 880 905. We truly appreciate your support!
- Clementine
Satisfied customer – Very pleased that your company provides a service specific for seniors at an affordable price
Hey Maria! Thanks for that awesome review and we're super happy to hear that you've found a plan from us that suits your needs perfectly! :) - Dom
Very happy and saving money – Sales staff very helpful, I was a bit concerned about the speed for streaming, however there have been no issues with Netflix or Stan. All good highly recommend.
- Start Date: June 2024
- Contract Type: Month-to-month
- Data Type: Unlimited Data
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hi JPD, All our contact centres are located in Australia. Two in Victoria and one in Western Australia. A large majority of calls would require three points of ID at the very beginning to locate your account. But your experience sounds well off the standard ID process we conduct. If you wish, I would like to have a review of how our team handled your calls and address anything we missed or lacked in. An invoice number or fault number would be all I need.
Sorry to hear that this process has hindered your experience. We'd like to do everything we can to make it right.
Regards,
Tom