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Barb00
Level 2: Rookie

$99 set up fee for Fixed Wireless

Answered

I'm a bit confused. Telstra advertise waiving the setup fee for NBN plans if you buy online. But then say fixed wireless is not available online and to call or go to a store. When calling I was informed that they do not have the authority to waive setup fees.

Why are fixed wireless potential customers being disadvantaged?

Setup fees are part of the decision making process when choosing a NBN provider and potential customers are going to go with a provider who can offer a better deal for the same service.

1 ACCEPTED SOLUTION

Accepted Solutions
Barb00
Level 2: Rookie
Accepted Solution

Re: $99 set up fee for Fixed Wireless

Went into a Telstra store today and was helped out by Michael. Our move over to Telstra was seamless as we already had FW NBN and we only wanted to change provider.. Waived setup cost as per the online deal. 

Still no idea why FW need to phone or visit store especially when we already have FW NBN.

I don't need a technician to come out and plug a cable into the NBNCo box or plug the modem into power or even type in the password supplied on the fridge magnet. Perhaps there is an opportunity for improvement from Telstra to not disadvantage FW users?

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9 REPLIES 9
Level 21: Augmented
Level 21: Augmented

Re: $99 set up fee for Fixed Wireless

@Barb00 Yeah, I never found out why you need to ring up for fixed wireless, it's weird.

 

Generally, they don't have authority to waive fee's unless you ask to speak to their supervisor which they don't generally say for some reason. It's something you learn about Telstra over the years. Setup fee's are generally waived for a contract period.

 

Personally, even though you are not a Telstra customer I would call 13 22 00 and say "Disconnect" between 9am and 9pm (M-F) you should get through to a specialised disconnection team in Adelaide. Those people can perform miracles :-)

 

Come back and let us know how you get on :-)

Hot pineapple donut and a cuppa.... Mmmmmm
Level 25: The Singularity
Level 25: The Singularity

Re: $99 set up fee for Fixed Wireless

@Ozmoz I suspect FW needs a call because of the installation requirements as well as the ability to choose to keep your phone service on the old copper service.

 

As far as waiving fees for a contract period, that can't be done any more as all Telstra plans are now month-to-month. No more 12 or 24 month plans. That all went by the wayside when the new plans and consolidation happened. All you get now is the modem for free and you have to pay for it if you leave within 24 months.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 21: Augmented
Level 21: Augmented

Re: $99 set up fee for Fixed Wireless


@Jupiter wrote:

@Ozmoz I suspect FW needs a call because of the installation requirements as well as the ability to choose to keep your phone service on the old copper service.


@Jupiter  Interesting, I didn't know that they can keep the phone service on the old copper network, I thought that was all going to the way side.

 

I wasn't sure how the fixed wireless worked with fee's, if that operated different than the normal NBN connections. Information on that has been a bit sparse.

 

OP, I guess if you can't get the fee waived then you will need to find another ISP that does if its a deal killer. 

Hot pineapple donut and a cuppa.... Mmmmmm
Barb00
Level 2: Rookie

Re: $99 set up fee for Fixed Wireless

That's the interesting part. I already have FW NBN & a modem. I was only looking at changing service providers. On the Telstra website the min price quotes are for a 24mth period. So despite being month to month contracts, you still have to pay extra if you leave Telstra early

Support Team
Support Team

Re: $99 set up fee for Fixed Wireless

Hi Barb, 

 

Thanks for contacting us. As mentioned by Jupiter, you will need to pay off your modem if you leave within the 24 months. Your plan is on a month to month plan. 

 

 

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Barb00
Level 2: Rookie

Re: $99 set up fee for Fixed Wireless

So why can't those on FW have the $99 setup fee waived?

Support Team
Support Team

Re: $99 set up fee for Fixed Wireless

Hi @Barb00, usually we need to send out a technician for installation requirements which incurs a fee. If you'd like to speak with our team in regards to the set up fee, please call 1800 834 273. Let me know how you go. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Barb00
Level 2: Rookie
Accepted Solution

Re: $99 set up fee for Fixed Wireless

Went into a Telstra store today and was helped out by Michael. Our move over to Telstra was seamless as we already had FW NBN and we only wanted to change provider.. Waived setup cost as per the online deal. 

Still no idea why FW need to phone or visit store especially when we already have FW NBN.

I don't need a technician to come out and plug a cable into the NBNCo box or plug the modem into power or even type in the password supplied on the fridge magnet. Perhaps there is an opportunity for improvement from Telstra to not disadvantage FW users?

Level 21: Augmented
Level 21: Augmented

Re: $99 set up fee for Fixed Wireless

@Barb00 Glad it worked out for you :-)

 

I agree with what you are saying, the FW does need a complete online overall. It doesn't take into account those already on the service. Not to mention why you need to call anyone anyway, as other providers don't require that.

 

Hot pineapple donut and a cuppa.... Mmmmmm

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