Macquarie Telecom

Well below industry standard – 90 day termination when industry standards would be 30-60 day. Will try to get you to sign for 4 years when 3 years is the standard for businesses Charge a bit more which I get because they arent as big as some others but doesnt appear to be any additional service from the extra cost. Check terms carefully as they sneek thing in the contract last minute.

Customer support is lacking Account manager often doesnt return emails (does return calls though) Will say things verbally that they will never honor (get everything in writing)

Understand the exit clauses – Recently started in a new position an inherited MacTel as the incumbent. The products that we had were outdated and we were on 5 year old pricing structure (which in comms is a long time!). When I saw what we were paying for what was provided I was gobsmacked. Within a month in my new job, I initiated comparative pricing and was able to shave 80% from the costs and increase speeds with competitors. When cancelling services the contract signed hit home. 3 month cancellation (even if you port numbers out). Port out fees. Once you cancel data links you need to pay an addition 30-50% as you are no longer in a data contract. When we looked at renewing, it took MacTel 2 months to come back to us and they ignored the brief and tried to increase their rates by 33%. Crazy. I know they work in govt space and large commercial, but we moved to Optus and saved 80%. Optus work in the same space also.

Edit July 2023. So we are still trying to exit MT. upon detailed review of the bill I determined the organisation was paying for over 12 months for a service labeled "disconnected service". Yes it was disconnected and when questioned it was "You must tell us to cancel even it was disconnected. No, there is no credit forthcoming." To me this is very poor account managment bordering on fraud. You cannot knowingly charge a client for services not delivered and then make it the customer's fault when the vendor was supposedly managing the system. I do also blame my predecessors.

Edit June 2024 As an addendum, 12 months after one of our PSTNs was ported to Optus, we received a bill out of the blue for phone calls made by that service. To my mind, it throws severe doubt into their billing systems as this was simple to detect as an incorrect charge. How many others during service were also incorrect? But we are actually happy that we have finally escapped the clutches of this horrendous episode.