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Changes to your Home Wireless and BigPond Mobile Broadband Plans

Community Manager Community Manager
Community Manager

Here at Telstra we are always working to offer you more efficient and streamlined services utilising latest technologies to be able to provide you the strongest connection in your home and on your device. 

In order to do that we have made some changes to the Home Wireless Broadband Plan and BigPond Mobile Broadband Plans, which takes effect 5 July 2018.

Home Wireless Broadband Plans

Listed below are our existing Home Wireless Broadband Plans impacted by this change.

Existing Home Wireless Broadband Plans and Data Inclusions:

  • Home Wireless Broadband 25GB- $105 (25GB included data)
  • Home Wireless Broadband 50GB- $150 (50GB included data)
  • Home Wireless Broadband Casual 25GB- $105 (25Gb included data)
  • Home Wireless Broadband Casual 50GB- $150 (50GB included data)

What does this mean for me?

You can stay on your existing Home Wireless Broadband Plan with no impact. However, you can no longer move up or down in the same plan offer.

More information:

For more information regarding this change or potential plan alternatives, call us on 1800 150 673 to speak to one of our helpful staff members to talk through your options.

 

If you are a Telstra Business Customer, to find out more information about this change or potential plan alternatives, chat with our expert Live Chat team www.telstra.com.au/contact-us  

 

 

 

BigPond Mobile Broadband Plans

Listed below are our existing BigPond Mobile Broadband Plans impacted by this change.

Existing BigPond Mobile Broadband Plans:

  • BigPond Wireless G BB Mobile Super Fast Liberty 400MB
  • BigPond Wireless G BB Desktop Super Fast Liberty 400MB
  • BigPond Wireless G BB Mobile Super Fast Liberty 1GB
  • BigPond Wireless G BB Desktop Super Fast Liberty 1GB
  • BigPond Wireless G BB Mobile Super Fast Liberty 1.25GB
  • BigPond Wireless G BB Mobile Super Fast Liberty 3.75GB
  • BigPond Wireless G BB Mobile Super Fast Liberty 8.75GB
  • BigPond Wireless G BB Mobile Super Fast Liberty 15GB
  • BigPond Wireless G BB Desktop Super Fast Liberty 4GB
  • BigPond Wireless G BB Desktop Super Fast Liberty 8GB
  • BigPond Wireless G BB Mobile Super Fast Liberty 4GB
  • BigPond Wireless G BB Mobile Super Fast Liberty 8GB
  • BigPond Wireless G BB Desktop Super Fast Liberty 15GB
  • BigPond Wireless G BB Mobile Super Fast Liberty 15GB
  • BigPond Mobile Broadband 4GB 12 Months
  • BigPond Mobile Broadband 8GB 12 Months
  • BigPond Mobile Broadband 15GB 12 Months
  • BigPond Mobile Broadband 25GB 12 Months
  • BigPond Mobile Broadband 1GB 24 Months
  • BigPond Mobile Broadband 4GB 24 Months
  • BigPond Mobile Broadband 8GB 24 Months
  • BigPond Mobile Broadband 15GB 24 Months
  • BigPond Mobile Broadband 25GB 24 Months
  • BigPond Mobile Broadband 1GB 12 Months

What does this mean for me?

You can stay on your existing BigPond Mobile Broadband Plan with no impact. However, you can no longer move up or down in the same plan offer.

More information:

For more information regarding this change or potential plan alternatives, call us on 1800 150 673 to speak to one of our helpful staff members to talk through your options.

 

If you are a Telstra Business Customer, to find out more information about this change or potential plan alternatives, chat with our expert Live Chat team www.telstra.com.au/contact-us  

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36 Comments
veeblefetzer
Level 6: Bloodhound

Hi v@eeblefetzer Anthony thanks for taking the time to share your thoughts and feedback. As a retail service provider we reserve the right to adjust our service and plan offerings from time to time or change existing services with sufficient notification to affected customers. All members existing and new are welcome to select plans and offers that are the closest fit for their needs, and in doing so they accept the terms and inclusions for their chosen plan or service.

 

Yeah we know you reserve the right.  No one was asking that.  We understand that changes to plans will happen.  It's called life, remember that, try Googling it.  Life .. things change.  We got it.  Hope you work it out too.

 

Charging for excess usage is not a new concept, however while previously this may have been charged per kb, we've chosen this format of 1 GB blocks of additional data to be automatically added when you reach 100% of your paid allowance. By selecting a plan that includes Extra Data you're agreeing to this excess usage format and applicable chargeable rate.

 

Yep, understand that too.  I can read.  I'm totally across it.  I used to manage an ISP, I think I get it.  You're talking to me like I cannot read.  Are you human?

 

As for the plans and impacts on available offerings the article above is fairly explicit about what this will mean for existing customers. From July 5th customers will be able to select from the available offerings from that date, whatever they may be at the time. If you have any further questions or concerns about how this will affect your individual service and plan, our secure Billing support channels will be happy to take a look at your service and advise further on 13 22 00 8am-9pm local time 7 days or chat here:  http://tel.st/49kl  available 24x7

 

Yes, it is explicit.  We got that part about plans being frozen.  Fully across it.  Did I not make that clear?  So, what are the available offerings from July 5.  Or is that too hard for you to comprehend?

 

I was looking through the available offerings when the page decided that I couldn't think or read for myself and offered to connect me with a human (so I was lead to believe) through the online chat feature.  So, because it interrupted me I decided to waste someone's time and asked it to connect me while I continued reading for myself, because I still have the brain the universe gave and can still use it without a gps, or search engine.  The chat feature first asked me for a name, which I gave it.  Then, the chat box appeared.  Here's what transpired as I ignored it.

idiots2.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

I thought I entered my name to start with and yet it (or is it a human) is asking me again for it.  Do you understand how stupid that appears to a customer?

 

Do you understand how annoying this chat feature is?  Next time you're in a supermarket (if you still do that) wandering around gathering items, imagine someone walking up to you and asking if you need help shopping.  What would you say?

 

This forum is as the name implies- Crowd based Support- which is a peer to peer forum and self-help knowledge-base, often handy for those kinds of enquiries that may fall outside of Telstra support boundaries. It's not a channel offered for account-specific customer assistance, I apologise for any confusion and hope that clarifies Smiley Happy

 

Hang on.  You post a message (the one at the top) about the mobile broadband changes in CrowdSupport, then tell me this is not the place to ask about it?  Are you telling me CrowdSupport is not the place to ask about your products; that is - it's outside of your support boundaries?  I'm not asking anything account specific.

 

And about that message at the top of the page.  Why couldn't you have just put that in the email to start with?  Why email a brief summary with a link to something only a little bit more informative.  Like others, I was expecting something comprehensive to compare what I have now to what I could have.  Something useful.

 

Allow me to explain in very simple terms what you don't seem to understand.

 

T E L S T R A   I S   D I S C O N N E C T E D   F R O M   T H E   C U S T O M E R.

 

Are we clear on that?

 

Kind regards,

Anthony

tinkerhill
Level 2: Rookie

I have now through 24/7 chat transferred to the new home wireless broadband getting twice the amount of data at half the cost without transfer penalty as only 5 months of contract left. This is good for me but what about all the other telstra customers who could be on a much better deal but are not up with the potential new plans available. I personally look up the web site often especially as I get close to end of contract you would think that telstra could when they introduce new better plans advise thoses who are on simler old plans of the new deals you have all the info to market  this to the correct customers  particularly the elderly. I am now happy even though  I will probably never get nbn due to where I live but the new plans provide closer to nbn deals. but why can't I get unlimited data of home wireless but can on my mobile phone?

James

Level 20: Director

Ok, so what are the new plans and options?

tinkerhill
Level 2: Rookie

byo home wireless broadband plans I was on one at $105 a month for 25gb with device payment. I moved to a byo 12 month plan at $70 for 50gb so much better and still pay off what was left on the device at $11 a month for the next 5 months.

these are on the web site my only gripe is I had to find them myself

James

Level 24: Supreme Being
Level 24: Supreme Being

The current plans are here: https://www.telstra.com.au/broadband/home-wireless-broadband

 

With the unlimited mobile, if it works it might end up being extended. It would just essentially be rereleasing the BigPond mobile broadband plans again. Who knows what might happen there... would be helpful though. 

 

It isn’t exactly viable to advise every customer, every time there is a new offer to a service they have otherwise people would be annoyed at that too. They do have teams who do make those calls and alerts in MyAccount at times.  

 

 

Level 20: Director

@DrQ If customers could OPT-IN for information on when plans change that is different to being annoyed by unsolicited emails.

 

I for one never knew about the new Mobile Extra plan until (I think?) getting information via here. I was very close to churning away at the time. 

 

As for the current plans, is that the same plans that will be available from the 5th July as per the OP post, as that is the information that I am after.

Level 24: Supreme Being
Level 24: Supreme Being

There hasn’t been any announcement of any changes to those plans. But that being said it is usually only announced the week it is being released, sometimes non until after the fact. So there wouldn’t be any real confirmation about that in most cases until that week. 

 

You can also have your marketing preference updated so that might help... not sure. I tend to get everything that way but that is also my preference. 

veeblefetzer
Level 6: Bloodhound

@Ozmoz  "From July 5th customers will be able to select from the available offerings from that date, whatever they may be at the time."  That's the official (and useless) response from the company that can't offer any help for their products outside of their support boundaries, which we assume, are in another country.  We can conclude they do not know how to support their products because CrowdSupport is made for the common human to support the other common human so Telstra can do less than the little they do now and the helpful human feels all warm and fuzzy with childish rewards like medals and titles ... CrecheSupport  haha .. that's what I'll call it from now on.

 

You have to call them so one of their team, who has all the info about what plan you're on and what plans and options are available right in front of them, can give you the one on one attention that Telstra think is the experience all of us want, which is nothing more than a script of things to say based on what the customer is asking.  I could engineer a program to do their job, seriously, let's make a contract Telstra.  I'll cull hundreds of your 'expert' sales team and save you thousands.  After all, Australia has 5.6% of the population currently unemployed and you make jobs for people in another country.  Heck, let me at it.  I'll take their jobs and futures away in the name of 'optimizing business efficiency'.  Done it before, can do it again.

 

https://www.telstra.com.au/broadband/home-wireless-broadband

 

and

 

https://www.telstra.com.au/broadband/mobile-broadband

 

These are the current offerings but as you can see I asked if these will be available after July 5th but they're not allowed to say either way.  It's like dealing with children that try hard to avoid having to tell the truth.  Of course they know, but official office law says they don't.  Yeah I know, outside the support boundaries.

 

@Emmasis and @Cas-Ra  So what is it you both do at Telstra?  It seems to me your role is to say nothing helpful.  I could do that job but I think I should get back into software engineering and create systems to replace you, and many others.  You see my point is that dealing with you so far is no better than an app on a smartphone.  I ask questions and instead of direct answers I get scripted responses and Emmasis hasn't said anything at all, so far.  Is Emmasis even a person?  It's probably just a friendly name for a null account in CrowdSupport that Telstra use to make us feel we're getting that personal attention they believe the experience is all about.

 

Telstra are like the Government (which I have worked for).  They spend a lot of time coming up with ways to interface with the public, get it wrong, then go back to the drawing board to get it wrong again rather than coming up with what we actually need to know in the first place.  It doesn't have to be account specific because there are only a set number of products affected, this we know by the list at the start of this thread.  So wouldn't it be nice if there was a scripted page that allowed me to select what I am on now, and make some general suggestions based on comparisons.  Then it could let me drill down into specifics, like reading the contract details or what happens if I exceed my limit or what devices can I use or will my current device be suitable, what are the cost comparisons etc etc.  Stuff that the sales team likely have in front of them now for when you call them.

 

The point here, Telstra, is that if you invite the customer to engage in the decision process from the outset, then they're more likely to call and make a change.  Let them feel that bit of control.  Let them feel as though you're keen to keep them as a customer.  Empower them with some knowledge so that when they call they can feel they understand the sales personnel; feel as though they can CONNECT with Telstra.  Especially for humans that like things to stay they way they are.

 

But there's the thing.  You don't want us to change from what we have.  It's a better profit for you isn't it.  So, you make it harder for us by saying nothing short of what law requires you to.  That's the dark side of the business that you're all ashamed of because it's the truth.  I pay $59.95 for my BigPond Wireless G BB Desktop Super Fast Liberty 8GB and it's a good profit for only 8GB compared to today's offerings.  Data costs go down and new products appear.  It used to be $69.95 but one day I noticed inside My Account the price had gone down.  Didn't let me know did you.  Shhhh.

 

As I've said, I keep that plan because I don't want to get slugged $10 for 1GB of data the moment I exceed my monthly cap.  You don't offer the tools to determine in a timely manner how close a customer would be to their cap in the hope that they just slip over and you get a nice little cherry on the top each month.  And I'm sure plenty of people do exceed their cap each month and just go with it.  I can think of dark ways to make better profits and yeah, removing the speed shaping cap restriction would be one of them, were I in your shoes.  Slug the customer with an auto charge and give them no decent way to avoid it.

 

So there we have it.  Rant over.  I'm planning to upgrade my plan to the top level while I can.  Give you even more of a profit so I can retain my speed shaping limitation.  I stay with Telstra because yeah, you have the best network, for now.  You know it, the executive knows it and the board knows it and you all rest on it.

Level 24: Supreme Being
Level 24: Supreme Being

I can say that as someone who has worked in one of their call centres that pretty much only the product teams have details of any upcoming changes to plan lineups. The most we ever got was 2 weeks and that was huge change that needed time for staff training, and I only saw it the 2 weeks becuase I was helping with the training. Generally we found our maybe 3-5 days before so we had time to read through them but not normally any longer. 

 

As an aside, I don’t actually care about badges and titles. I actually don’t really liked the title system, I also couldn’t tell you how many badges I have or even when I last got one... just no care for it. Most of the regular users are the same, most of the people who do chase those get most of them pretty quickly and they are done. 

 

That was a big issue with the BigPond mobile broadband is it could be so delayed with the usage meter telling you your updates, but the mobie broadband and home wirelsss one is the same as the mobile phone one which is no typically current to within 15 min, generally less but I guess they make it 15 if that is their worst case to protect them self to a degree. So it is not as bad on that aspect.

 

also, yes, I can say that the team here are real people, I have actually met several of them now and unless the entire city is a mirage then seems they are real. Although, I guess I have no evidence they aren’t advance bio-synthetic humanoid robots... but seems like a bigger investment then just employing the team....

Level 20: Director

If anyone gets any heads-up of plan changes can you post it here?

 

Atm we are just going around in circles.