iinet made a mistake and now they want to either (a) keep charging me for the Naked DSL service that was disconnected on 3 January 2019 until ad finitum; or (b) disconnect me from the NBN in order to sort out their computer error (disconnect me and then in ten days I’d be reconnected (time subject to any more problems).
iinet’s mistake was made in the process of changing me from an iinet Naked DSL service (with email and VoIP) to an iinet NBN service (with email and VoIP).
I ordered changeover with them on 21 December 2018 (and was very specific that “yes, I wanted my VoIP to continue over on the new NBN service). When I got an automated email from their computer system on 22 December which gave me my NBN order number it seemed strange that it said N/A next to NBN phone number so I immediately that day (22 Dec) responded to them to clarify that they had already committed to ‘porting over’ my VoIP service from DSL to FTTN.
From the many (MANY) conversations with iinet since then I gather that this involves creating the necessary data entries in the NOVUS computer system which iinet uses for NBN services (as compared to the RUMBA computer system which iinet uses for non-NBN services). Note that NOVUS is owned by TPG and iinet use NOVUS, as a subsidiary of TPG.
Later on 22 December I received a second email from iinet telling me that switchover day was 3 January.
I was in touch with iinet several times beween 22 Dec and 3 January (including as late as on 2 January) and the two main things discussed were: (i) assure me that ALL of my services including VoIP will be switched over; and (ii) tell me the settings that I will need to change in my iinet modem to switch over from DSL to FTTN.
To the second question iinet kept telling me “Don’t worry, that make & model of modem is plug and play; you’ll just have to recycle it after we let you know by mobile call or SMS that you have been switched” - which was a lie (but that is another story).
To the first question about the VoIP they reassured me that it would indeed be ‘ported over’ (including with the same phone number), but there might be a small delay.
3 January arrived and NBN Co does do the jumpering in the FTTN cabinet on the day, but I cannot connect for several days due to iinet (in which I am “on hold” a lot on my mobile phone to iinet support much of the time).
The day I do get the connection to work (by logging in to the iinet modem to change settings, surprise surprise) I find that by the end of that day my VoIP is also working. Smiley Face.
==> But iinet is still billing me for the old Naked DSL service that was disconnected on 3 January - and they say that they have to keep billing me for that old service in order to keep my VoIP service working.
They say that the only way for them to only bill me for my NBN plan (which by the way does include VoIP with pay as you go call rates) is for them to disconnect me from the NBN
… and that it would take time - the order cancellation (1 day), cancel (1 day), invoice (2 days), send invoice, pay for connection (? days), and ‘porting’ (3 to 5 days). Total of ten or so days (working days? calendar days?).
And I say that there is no way that I am going to authorise for them to disconnect a working FTTN service which has working Internet, working email addresses, and a working VoIP, in order for them to sort out their billing and/or database record problem.
Somewhat of an impasse at the moment. Tomorrow I ring TIO (and whoever else can assist me; maybe CHOICE can help me write letter to general manager of iinet???)
In the meantime I have spoken to a sales person at TPG - and for them to switch someone over from “another company’s FTTN” to a TPG’s FTTN” would involve an estimated down-time from my point of view of 3 to 4 hours. Which is a lot shorter downtime than iinet’s ten days to “move” from iinet FTTN to iinet FTTN).