What Is A Reasonable Time For Phone Number Porting To VOIP?

seanbaussie on 05/04/2017 - 18:48

So,mum in law signed up for NBN with iiNet.
Internet was easy and works.
Mum wanted to keep her phone number so they asked for porting Telstra to VOIP.
Now for almost 2 weeks they've been without a phone. Multiple calls to iiNet have resulted in all sorts of bs solutions and promises none of which have worked.

How long should I give iiNet til I pull the plug on their 24 month contract? ACCC page says

If the provider cannot fix the service in a reasonable time, state that you want to cancel the service contract.

What do you think is 'a' reasonable time'? They're 82 years old and not having a phone is a very big deal for them.

I'll also be asking for compensation for this.

Internet

Comments

  • scrimshaw on 05/04/2017 - 19:21

    Bad idea to go with IInet. Their customer service and competency have dropped to obscene levels after TPG took over
    https://www.itnews.com.au/news/iinet-complaints-skyrocket-af…

    Wait no longer. I'd take your complaints directly to TIO and ask for them to waive the contract.

    I would stick with a 3rd party VSP like MyNetfone or Telecube. You'll be able to change internet providers with ease if you're not happy with IInet.

    • [Deactivated] on 05/04/2017 - 19:30
      +1

      Ironically I've never had an issue with tpg or iinet ever

      How do you know the issue is actually something outside of the control of the ISP, just remembering you're porting from a pstn service to an VoIP service

      To the OP
      Why didn't she just got with Telstra and keep everything bundled? Seems like Telstra are the issue here stuffing you around because you're now in the winning seat being able to choose who you want for your phone and internet

      Too many factors, but 2 weeks seems a little crazy

      • scrimshaw on 05/04/2017 - 19:39

        Could be a bunch of factors. This isn't the first time I heard of iinet screwing up the porting.
        if a staff member on IInet keyed in the account number wrong or forgot to do the actual porting, and Telstra deactivated the line before the porting could be done. That would cause the porting to fail.

        You could call Telstra and get them to reinstate the line as a virtual number. That would only be neccessary if the porting has indeed failed (check with Iinet first) and the line has been disconnected (i.e. there's no dialtone.)

  • Savas on 05/04/2017 - 19:29
    +1

    Recently ported from Telstra landline to TPG VoIP, had an issue with the configuration on the router. After waiting a week turns out the phone had already been ported, but they had to fix the configuration at their end. The customer service from Mar was excellent.

    If it's like my issue the number is already ported but there is something wrong with the settings.

    Edit: Just to clarify she shouldn't be without a phone, she should be able to make outgoing calls immediately, it is only receiving calls that takes time if your number is being ported.

  • seanbaussie on 05/04/2017 - 20:14

    I didn't mention but I know from Telstra that they released the number a week ago, so the last week of problems aren't theirs.

    The latest theory from iiNet is that it might possibly maybe perhaps be a modem fault. They're trying something else first though that they assured me might fix the problems by Friday morning.

    • scrimshaw on 05/04/2017 - 20:52

      Is the Modem BYO or is it one sent from IInet

      if the latter then it should work since IInet pre-programs the VOIP settings into the modem. and then they send it to you.

      if the former then you need to configure the modem yourself.

      • Savas on 05/04/2017 - 21:18

        Possibly his mum got someone else's router. It is unclear whether the phone works for outgoing calls or not at all, if the latter then probably a problem with the router configuration.

      • seanbaussie on 05/04/2017 - 21:41
        +1

        It's iiNet's pre-configured modem.

        The phone won't make outgoing nor receive incoming calls.

        • Savas on 06/04/2017 - 14:11

          Yeah as soon as your service is activated you should have been able to make outgoing calls and incoming calls are diverted to voice mail until the porting is complete.

          Good luck!

  • [Deactivated] on 05/04/2017 - 20:16

    one month later.jpg

  • seanbaussie on 05/04/2017 - 21:52

    BTW, this experience is exactly why I worry that NBN is compulsory. What on earth will happen when incompetent ISP's mess it up like this? Especially if people don't have a son-in-law like me to help them??

    https://www.businessinsider.com.au/6-million-australians-are…

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