Aussie Broadband Can't Cancel Service?

umoddbro on 25/01/2024 - 19:35
Last edited 25/01/2024 - 20:10

Hey guys,

Hilarious debacle with Aussie broadband, so it seems unless you can provide verbal confirmation you can't cancel a service… Yet they require 2FA to log in so why can't 2FA be used to verify your identity? So what happens to someone who is disabled or have speaking disability? Will they be forever stuck with Aussiebb? Seems crazy to me are they just trying to make it harder for people to cancel?

They asked me to email them a stat dec as an alternative in order to cancel. This is hilarious.

Waiting in phone queue for over an hour now….

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Comments

  • deme on 25/01/2024 - 19:48

    You can't cancel online?

    • umoddbro on 25/01/2024 - 19:52

      No, there is no option to do that…

      • deme on 25/01/2024 - 19:52
        +11

        Go complain
        https://www.tio.com.au
        The Telecommunication Industry Ombudsman

        • HeWhoKnows on 26/01/2024 - 16:29
          +1

          That will take forever

          Put a a nasty review on productreview.com.au and warn people to stay away

          If fthe monitor reviews they will get back to and and resolve

          If not, they will pay the price

          • deme on 26/01/2024 - 18:34
            -1

            @HeWhoKnows: This is stupid, you are suggesting that placing a bad review may have someone look at it. You sound like someone just making stuff up for a Reddit comment.

            Just contact TIO, there are mandated time periods for getting dealing with complains.

            • HeWhoKnows on 27/01/2024 - 11:02

              @deme: No. Its you that has no idea!

              Go back and look at productreview.com.au please
              Especially reviews for Aussie broadband.

              Plenty of suppliers monitor thier reviews and respond directly to those concerned.

              https://www.productreview.com.au/listings/aussie-broadband-p…

              TIO takes many months

              • deme on 27/01/2024 - 12:13
                +1

                @HeWhoKnows: https://www.tio.com.au/complaints/what-expect#:~:text=Telcos…

                Telcos have 10 business days to respond to your complaint and try to resolve it with you. Timeframes are different for any issues that:

                are urgent—telcos have 2 business days to respond. Read more about which complaints are urgent in Help for people and businesses at risk

                • HeWhoKnows on 28/01/2024 - 08:27

                  @deme: You havent factored in the time it takes for the TIO to process the complaints, forward to the Telcos and then follow up.

                  • deme on 28/01/2024 - 10:24
                    +1

                    @HeWhoKnows: Why are you lying? Have you even used the TIO before? If so, for what?

                    • HeWhoKnows on 28/01/2024 - 12:56
                      -1

                      @deme: Im stating the obvious! No lies here. Its you that missed the point.

                      I will ask again…have you factored in the time it takes for the TIO to process the complaints, forward to the Telcos and then follow up?

                      If you check the process its very long.
                      there are a lot of ifs, buts and maybes.
                      Lots of questions to be answered.
                      There doesnt appear to be any compulsion on Telcos to respond immediately.
                      Its only a "request"

                      Also is a conciliation process my friend.
                      Not a court of law.

                      its best you get a grasp of the process
                      Govt depts can be VERY SLOW!

                      • deme on 28/01/2024 - 13:50
                        +1

                        @HeWhoKnows: Tl;dr

                        Yes I have, I'm also intimately familiar with the process.

                        For example:

                        There doesnt appear to be any compulsion on Telcos to respond immediately.

                        This is wrong, they do not need to respond immediately there is no request to, the timelines are above.

                        Looks like you have no idea.

                        • HeWhoKnows on 30/01/2024 - 18:07
                          -1

                          @deme: Im sorry but again I am stating the obvious and you havent read the fine print.
                          Nor are you familiar with the latitude and exemptions telcos are given
                          An ombudsman is just a mediator.
                          They are NOT the law as you "suggest" they are.
                          And timelines are not set in stone either.

                          Definition here:
                          An ombudsman is an independent person who investigates and resolves complaints between parties. An ombudsman is fair and impartial when considering complaints.

                          But anyway not worth arguing with someone like you that needs further education.

                          Now pls go and pester someone else

                          • deme on 30/01/2024 - 18:26

                            @HeWhoKnows: Did you seriously just paste the dictionary definition?

                            It's pretty obvious you have no idea what you are talking about.

                            The TIO has jurisdiction to handle complaints about telephone and internet services. It has authority to make decisions that are binding on the service provider (up to $100,000).

                            Read the fine print.

                            You should do that

                            It's literally on their about page: https://www.tio.com.au/about-tio

                            What do you have to say to being proven wrong constantly?

                    • kwv42 on 06/02/2024 - 15:28
                      -1

                      @deme: I had use The TIO before regarding Telsuck and Optsuck and basically got no where with The TIO as it was setup by The Communication Industry for The Communication Industry

            • kwv42 on 06/02/2024 - 15:24
              -1

              @deme: As I speak from first hand experience.

              Just contact TIO and get no where again?

    • deme on 25/01/2024 - 19:53
      +2

      Or maybe they have no need for that internet service?
      Moving…..
      Or maybe they have FTTP and have multiple services

      What you suggested is so scummy

      • umoddbro on 25/01/2024 - 19:58

        Yes recently upgraded to FTTP with leaptel.

        • AndyC1 on 25/01/2024 - 20:31

          Then why did leaptel not cancel the existing NBN connection via the ABB RSP?

          • umoddbro on 25/01/2024 - 20:34

            @AndyC1: I was on FTTN with Aussie and joined leaptel for their FTTP upgrade, I'm guessing you can have both an FTTN and FTTP service exist at the same time.

          • spc12go on 26/01/2024 - 12:42

            @AndyC1: It doesn’t work like that apparently. I moved from Australia Post to Superloop. Still getting charge from Australia Post.

            Apparently you have to cancel with some service provider even thought you churned to another provider. Which is dodgy I thinks I did get my money back after complaint. I was under the impression you churned before your month end should be fine.

          • deme on 28/01/2024 - 10:24
            +1

            @AndyC1: Who cares, OP just wants to cancel it shouldn't be hard.

  • Dollar General on 25/01/2024 - 20:13

    Staff are all busy using hoses

  • FoxJump on 25/01/2024 - 20:22

    so why can't you verbally verify?

    • umoddbro on 25/01/2024 - 20:27
      -3

      It's not that I cant it's just a question of if I can't, I'm on the phone queue.

      • FoxJump on 25/01/2024 - 20:29
        +1

        when i transferred out, they called me. i think.
        call em back first thing in the morning and theres usually no queues

    • kwv42 on 06/02/2024 - 22:33

      Because it is not in writing and they could claim he said something when he did not if it verbally verify.

    • umoddbro on 25/01/2024 - 20:27
      -1

      Have it on direct debit, so unless I cancel my current card and go through the trouble of setting up my direct debits for my other bills…

  • umoddbro on 25/01/2024 - 20:37
    +3

    All good, I have just cancelled my service. I jumped on live chat to see if it was faster but found it hilarious they couldn't do it there and asked me for a stat dec to cancel my service. Not very user friendly for the premium they charge…

  • codenamesharp on 25/01/2024 - 21:13
    +3

    I wonder if one of the reasons behind this is that internet connections can be revenge cancelled. Stalking a person, or want to control someone in a domestic violence situation, or want to mess with an ex? Pissed off at your local pizza place? Cancel their internet. Cripple their ability to run a business, work from home or stay in touch with people.

    If the provider have a voice recording or stat dec backing up the cancellation then they're free of any liability.

    • umoddbro on 25/01/2024 - 21:30

      An email or chat transcript would rid them of any liability either way… They still need to verify your name, address, dob and require 2FA code. So I don't think anyone can just call up and cancel a service… Even an ex would need your phone on hand. I reckon it's a last ditch effort at customer retention…

      • John Kimble on 25/01/2024 - 22:31

        Did they attempt to retent your custom on the call though?

        • umoddbro on 25/01/2024 - 23:50

          Not really, just asked why I'm cancelling. I think they didn't bother since I told them I'm already with another provider.

  • hasher22 on 25/01/2024 - 21:42
    +2

    In general, I find it interesting that anyone can sign up online with ID and such but yet need to verbally cancel. One should be able to go online, log-in their account, provide ID and cancel.

    If anyone knows, is there a legality that one needs to verbally cancel a service? I mean an actual law not company policy

    • McFly on 25/01/2024 - 22:16

      IANAL but such a law would be ludicrous.

      • hasher22 on 25/01/2024 - 22:22

        I mean there are some stupid laws in Australia.

        Apparently you can't wear hot pink shorts after noon on a Sunday.

        • McFly on 25/01/2024 - 22:24

          Lucky for me on Sundays I wear hot pink shorts only in the morning and then switch to my afternoon/evening black pair.

          • mike6969 on 26/01/2024 - 09:41

            @McFly: Nice. I pop on the hot pink mankini on Sunday arvos for my shopping run

    • Store Rep[Deactivated] @ CPK Web Services on 28/01/2024 - 19:47
      +1

      Yes ACMA, the Australian Communications and Media Authority Federal Government body changed the laws for all ISPs last year inforcing that Two Factor authentication needs to be used when any major changes are made to an account.
      This includes when changing plans or canceling accounts or updating contact info.
      If you can't speak yourself you can have an advocate do things on your behalf but they need to be registered on the account.
      obviously the method will vary slightly from ISP to ISP but yeah generally the Government are cracking down on certain areas.

      • hasher22 on 28/01/2024 - 20:00

        Thanks for that,

        But the question is, does it have to be verbal?

        Cause most ISPs don't allow joint accounts and even authorised people to speak on the account holders behalf can't cancel unless they're a POA.

        • Store Rep[Deactivated] @ CPK Web Services on 28/01/2024 - 20:17

          I'm going to say, probably not from a technical stand point, as you could easily setup an option in most portals to allow customers to cancel the account and verify themselves just answer these few questions much like how some of the Government portals do things but better.
          But having the account holder verbally cancel an account allows for them to be transferred to a retention department and kept on as a customer.
          In our case we allow customers to cancel by email but phone them to double check that is what they want to do.
          Though our services are aimed at business customers and generally are on 12 month contracts so are a bit different.
          This is why each ISP will implement slightly different measures.

  • jv on 25/01/2024 - 23:39

    So what happens to someone who is disabled or have speaking disability?

    They can email a stat dec.

    • umoddbro on 25/01/2024 - 23:47

      Yes since your life is already difficult as is, here you go fill out this stat dec get it signed, email us… And we'll probably get back to you in a week or two hopefully before you're next billing period :)

      • Store Rep[Deactivated] @ CPK Web Services on 28/01/2024 - 20:22

        Most people with disabilities will have support staff to assist them particularly depending on how surveyor the disability is, a lot won't actually have phone or internet services themselves its paid for by whoever provides their accommodation.
        Also a lot just have pre-paid mobiles.

    • Store Rep[Deactivated] @ CPK Web Services on 28/01/2024 - 19:51

      Or have someone cancel the account on their behalf who is a registered advocate, on the account.

      • jv on 28/01/2024 - 21:44

        How would they become a registered advocate if the account holder has a speaking disability and therefore can't verbally authorise them?

        • Store Rep[Deactivated] @ CPK Web Services on 29/01/2024 - 15:14
          +1

          Actually that example probably wasn't a great one, as generally people who are non verbal or who have severe disabilities would be under 24/7 care anyway and would have no need for phone or internet services.
          For those people with disabilities that require an advocate the Comms Alliance code that all ISPs need to sign up for allows for an advocate if needed and the paperwork would generally be done by either an Aged care or disability support worker that the person trusts.
          Or a family member certainly the codes do allow for it it all depends on circumstances.
          This is why the likes of Telstra get fined so much as they have outdated policies in a lot of cases.
          But then a lot of the codes don't apply for those of us who only supply services to businesses as generally business internet requirements are totally different to residential.

        • Store Rep[Deactivated] @ CPK Web Services on 29/01/2024 - 15:17

          Also a lot of ISPs will allow a second person to be added to the account online so it can be done that way as well.

          • jv on 29/01/2024 - 15:28

            @[Deactivated]: Yes, but they need the permission of the primary account holder.

            • Store Rep[Deactivated] @ CPK Web Services on 29/01/2024 - 16:56

              @jv: No they don't, with a lot of them you just need to know the portal login details and away you go.
              You only need the account holder permission for major things like plan changes.

              • jv on 29/01/2024 - 18:27

                @[Deactivated]:

                You only need the account holder permission for major things like plan changes.

                So cancellations are not considered major?

                • Store Rep[Deactivated] @ CPK Web Services on 30/01/2024 - 01:55

                  @jv: No they are but as I said every ISP will implement the ACMA rules differently as they are pretty basic.
                  I'd say ABB would have a pretty broad mixture of customer base so they would of gone with what they thought was the easiest to role out. Plus having to ring them gives them another chance at a final sales pitch.
                  Given how competitive this industry is I can't be too critical as its easier to retain an existing customer then to try and get new ones all the time.

                  • jv on 30/01/2024 - 09:20

                    @[Deactivated]:

                    its easier to retain an existing customer then to try and get new ones all the time.

                    Telstra disagrees with this statement.

                    • Store Rep[Deactivated] @ CPK Web Services on 30/01/2024 - 18:32

                      @jv: I'm afraid those of us running smaller ISPs don't have a marketing budget the size of Telstra's.
                      Besides i've known of business customers that have waited 8 or 9 months to get a new NBN connection from Telstra and then they've given up and gone elsewhere so they can't be that desperate.

                      • jv on 30/01/2024 - 18:51

                        @[Deactivated]:

                        I'm afraid those of us running smaller ISPs don't have a marketing budget the size of Telstra's.

                        Shame Telstra can't even spend a fraction of it on customer service.

                        • Store Rep[Deactivated] @ CPK Web Services on 30/01/2024 - 21:32

                          @jv: Well changing to a smaller ISP is probably your answer.
                          Plenty of them around.
                          My main aim in this thread was to clear up the confusion around needing to verify cancellations.

  • jv on 25/01/2024 - 23:40
    +1

    This is hilarious.

    Seems like you've never tried to cancel an insurance policy.

  • tight-ass on 26/01/2024 - 01:45

    You also have to phone them to cancel a VOIP service as it can't be done online.

    Pretty inconvenient given their wait times lately to get through to them.

  • Mechz on 26/01/2024 - 02:03

    If you can't physically speak to them this is the service you require

    https://www.accesshub.gov.au/about-the-nrs

  • Grunntt on 26/01/2024 - 09:38
    +1

    Waiting in phone queue for over an hour now….

    Every time I've called them there has always been the option to have them call you back. I've never had to wait more than 30 minutes for them to contact me.
    Have they removed that method?

  • brendanm on 26/01/2024 - 13:48
    +1

    This isn't just an Aussie thing, I had to do the same with the asshats at superloop.

    • Store Rep[Deactivated] @ CPK Web Services on 30/01/2024 - 01:56

      This was my point we all need to verify the cancellation as ISPs due to the new ACMA rules.

  • kwv42 on 06/02/2024 - 15:31

    I too had issues with Aussie Broadband for mobile phones especially false promises, incorrect information etc which is why I ported out to someone else and forget contacting The TIO.

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