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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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34 Comments
tinkerhill
Level 2: Rookie

this post and the email sent on the same subject is the most useless none information I have received from telstra ever. To find out any details I have to ring and talk to a sales person just tell me what is going on and don't try and force me to ring so you can badger me plus   I  don't like to use the phone due to my disability.

you have my e-mail please advise what is going on.

 

James Taylor

Level 24: Supreme Being
Level 24: Supreme Being

The simplified version is the '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."

 

That means if you are on say the 4GB BigPond Mobile broadband plan, you cannot move from the 4GB without taking up on of the new in market plans, so you can't go down to 1GB and can't go up to any of the higher... you are on the size you are currently on without the ability to change it any longer. 

 

Email is not a secured contact method, so for the most part it can only be used for general information, not for account specific enquiries, the only alternative would be LiveChat instead of calling - http://tel.st/livechat/

INDIANAJONES61
Just Registered

Well that's 15 minutes I'll never get back. Read the email 3 times in case I'd missed some important information. Then read this page. Politician speak. Lots of words but saying nothing. Cheers Telstra.

tinkerhill
Level 2: Rookie

does it mean I can move to one of the new home broadband plans without penalty if so yes please the new plans provide more data for a lot less cost but not available to existing clients typical telstra all to get new customers ignore existing loyal clients this is not as your email says "we're providing you with the best possible experience and strongest connection in your home".No you are not.

James

Level 24: Supreme Being
Level 24: Supreme Being

None of the current in market plans for home wireless appear to have any restrictions listed as ‘new customer only’. If you’re still under contact then it might be a matter of discussing if that would trigger a recontract fee. But that would mean talking to staff.

 

132200 and say “disconnect” would be your best bet as they specialise in those sorts of early termination charges and may be able to waive them or part of the if valid. Otherwise store or chat as above may be able to help. 

Tarka
Level 3: Gumshoe

I agree with all of the above. We should not have to call these days as all information should be available to us from our account that we login to.

Paula.

Pre-Alzeimer
Just Registered

Pre-Alziemer

Dead set right, Paula.  Used to think I could conquer the double speak of most organisations, but after over three score years and ten am not so sure.  How about full clarity, Telstra.

 

veeblefetzer
Level 6: Bloodhound

 

What I'm understanding is BigPond is being wound up.

 

As a couple have pointed out already, what a useless message.  Ok, so I won't be able to move up or down in my current bracket.  That took 1 sentence to comprehend.

 

So what are the alternatives?

 

Do they expect me to call someone who will only be looking to rope me into a higher cost solution ON a contract so they can get their tiny little commission/bonus.

 

Telstra, like the others, just don't get it.

 

"We're continually evolving and streamlining our services, to make sure we're providing you with the best possible experience and strongest connection in your home." - providing me with the best possible experience, however they always seem to neglect the fact that the "experience" also encompasses the communications they use, like that pointless idiotic sentence which actually says - we're trying hard to please you.  And here they are failing YET AGAIN.

 

"To offer you the latest technologies and simplify the way you connect, occasionally we need to update or replace older products, plans and systems. So, we wanted to let you know about some changes and what they might mean for you." - To offer me the latest technologies, which I wasn't asking for, but what this sentence says is - we're freezing your plan and the ability to swap into others so you don't have a choice BUT to accept the newer plans we have on offer, and you may not like them.

 

Keep it up Telstra.  How about you go write for the politicians.

 

@DrQ Email can be a secure communication, and that's been the case for a very long time.  Few use it though.

 

Anyway, the general basis of the grief here is Telstra just tell us of a change and not a word about possible options because they want us to talk to someone so the representative can secure a sale, or navigate their useless website.  Instead, they put a number of us offside by expecting us to do the work.  We give them money, and we're expected to do the work.

 

All you have to do Telstra is provide a table of options for us to look over.  Get a heads up first before (and if) we have to call to make a change.  That's all you had to do but in classic useless corporate approach you dump a change on us with the supposed warm feeling in the form of a point about not having to change at all, and then go quiet.

 

I found another page about this just to add in some confusion in case you stumble across it.

 

So let's start working this out because Telstra's product pages aren't the most user friendly.

 

Question for Telstra.  Will the products on this page be continued after July 5?  It appears these products are listed at the top of this page.  If they are the products that will be continued after July 5, then why sell them now?  Do you want to upset new customers that purchase them?

 

Question for Telstra.  Will all the products on this page and this page continue to be offered, as if, after July 5?  They appear to be the current offerings that will be our only choices should we choose to change post July 5.

 

Basically people your choices are a new plan, or month by month as you may be on now considering the age of most of the products up the top of this page.  Here's an important point for some of us.  I (for one) am on a BigPond plan that slows my connection when/if I reach my data cap.  I like this.  It's the thing that has put me off changing because from what I can see in all the 'critical summaries' for the newer products, when reaching your cap, the following applies.

 

Extra Data
If you exceed your Monthly Data allowance, we will automatically add 1GB to your service for $10 (Extra Data). Extra Data is for use in Australia and expires at the end of your billing month.

 

I don't want extra cost without the control.  The data usage chart/tool in My Account updates twice per day (as best I can determine).  It used to update more frequently but I think that caused problems in the back end.  Anyway, there is no accurate way to determine how close I am to my cap using their tools.  It's not very good and I need to have a chat to the TIO about that type of automatic charging .. it's too similar to those annoying opt-in sms services that charge willy nilly.  Also, $10 for 1GB .. seriously?  If I was being charged the pro rata value of 1GB based on the plan, I'd be ok with that, but $10 for essentially a computer adding the number 1 to the cap number it checks against ... really?

 

So, Telstra.  Two questions that need answering up there.  Make with the 'experience' and answer them please.  You call this CrowdSupport and yet claim it's not for support, then please convince me it's good for something because you sure as hell suck at communicating.

 

Kind regards,

Anthony

 

Support Team
Support Team

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. 

 

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.

 

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

 

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

 

veeblefetzer
Level 6: Bloodhound

The following is a parody.

 

I fixed up the picture to reflect reality as we know it.

 

idiots.jpg