Archive for category: Important Notices

Call Centre Outage 31/01/2017

Categories: Important Notices, Latest News & Updates, Service Updates

Montimedia Customers,

We are currently experiencing issues with our Call Centre. You may experience difficulties getting through to our Customer Care and Faults Teams.

We apologise for the inconvenience. If you have any urgent matters, please contact us via email at support@montimedia.com.au.

Thanks,

Montimedia Customer Care Team.

Email Server Issues

Categories: Important Notices, Latest News & Updates, Service Updates

08 Dec 2016
We have been experiencing some intermittent email server issues since last weekend. Unfortunately the amount of spam being filtered coming up to Christmas is at an all time high. This has caused one of the disk drives on our server to fill up faster than usual. We will be upgrading the drive ASAP. We are monitoring the situation and will fix any issues as they arise. If you are unable to access your email, please try again in 15 minutes.

Thank you for your patience, Montimedia Customer Care

Telstra 2G Network Decommissioning

Categories: Important Notices, Latest News & Updates, Service Updates

The Telsra 2G Mobile Network is closing on 1 December 2016. If you have a 2G mobile device or SIM you will need to take action before this date to continue using the Telstra Mobile Network. You will need to do one or more of the following:

• Change the settings on your device
• Upgrade your SIM
• Upgrade your mobile device
• In some instances, you may need to upgrade both your device and SIM card

Once you take the action required, you will have access to our 3G/4G mobile network, which will provide clearer call quality.

After this date, emergency calling will not be possible, unless it is within the network coverage area of another carrier that supports 2G.

If you’re unsure of whether this change will affect you, use the tips below to identify if your SIM, mobile device or network carrier settings can only operate on the 2G network.

How can you tell if you’re affected –
1. Check your SIM card

I. Turn your mobile device off
II. Remove the SIM card
If your SIM card does not have the Next G ™ or T ™ logo on it, then you may have a 2G SIM.

2. Check your mobile device

There are a number of different ways to determine whether your device is compatible with the 3G/4G Telstra Mobile Network:

• If you can see the following icons on your mobile, then your device will work with the 3G/4G network: 3G, H+, 4G or LTE
• Consult the manufacturer’s manual that came with your device
• Follow the steps below to determine which network your mobile supports

1. Go to Settings
2. Go to Network Settings
3. Go to Network Operator or Network Selection
4. Under Network Selection select Manual
5. The device may list several networks. Below is an explanation of the various search results you can expect to find:

Network Available Network name Supported
Telstra Mobile This is Telstra Network: LTE/3G/2G Yes
Telstra 3G or UTMS This is Telstra 3G Network Yes
Next G(3G) This is Telstra 3G Network Yes
Telstra 2G or GSM This is Telstra 2G Network NO

If the only Telstra Network listed is Telstra 2G or GSM, then you’ll need to upgrade your device.

 

3. Mobile network settings

If you’ve found that your device and SIM card are both compatible with the 3G/4G network, the last thing to check is that your mobile settings allow you to use their 3G/4G capabilities.Check that your device network mode is set to Automatic by accessing ‘Settings’ or ‘Network Settings’ on your mobile.

Need More Help?

Call Montimedia Customer Care on 1300 794 969 Option 4 from 9:00 am – 5:30 pm AEST

Erroneous DSL usage nofitications

Categories: Important Notices, Latest News & Updates, Service Updates

Dear Montimedia Internet ADSL Customers,

Please be aware that our system has generated a number of erroneous DSL usage notifications today 4/07/2016.

The email message will have the subject of “DSL Accounting Process”. If you receive one of these emails that says that you are over or approaching your monthly allowance please disregard. If you are unsure, please call us on 1300 794 969 and Select Option 4.

Our team is working to fix this issue now, and any customers that have been shaped will be back online at normal speeds ASAP.

We apologise for any inconvenience.

Thank you
Montimedia Internet
Customer Care Team

Christmas/New Year Hours of Operation

Categories: Important Notices, Latest News & Updates

Hi to All Montimedia Customers.

Over the Christmas/New Year period our office will be closed on all public holidays, but open from 9am till 5.30pm on normal business days.

For all service and support, feel free to contact us on 1300 794969.

We would also like to take this opportunity the say thanks for your support throughout 2015 and look forward to helping you with some great new offers and products in 2016.

Merry Christmas and Happy New Year.

From all our Staff and Management at Montimedia.

Erroneous DSL Usage Notifications

Categories: Important Notices, Latest News & Updates, Service Updates

Dear Montimedia Internet ADSL Customers,

Please be aware that our system has generated a number of erroneous DSL usage notifications today 21/09/2015.

The email message will have the subject of “DSL Accounting Process”. If you receive one of these emails that says that you are 300% or more over your monthly allowance please disregard. If you are unsure, please call us on 1300 794 969 and Select Option 4.

We apologise for any inconvenience.

Thank you
Montimedia Internet
Customer Care Team

*Resolved* Web and Email Hosting Network Issue – 19/02/2015

Categories: Important Notices, Latest News & Updates

19/02/2015 17:00 – Services have been restored.

Please be advised that due to a networking issue at the data centre where our primary hosting server is housed, email and web hosting for a number of our customers has been affected.

An engineer is in attendance however there is no ETR at this time.

If you are experiencing difficulties receiving mail, or if your website is displaying an ‘Internal Server Error’, it is most likely due to this outage.

Please note that this outage does not affect ADSL, NBN, or mobile internet services.

We will provide updates as they come to hand.

Customer Service Advice from Telstra 07/08/14

Categories: Important Notices, Latest News & Updates

Dear Melbourne & Regional Vic Customers,

The purpose of this announcement is to notify you of a CSG exemption being claimed by Telstra due to Mass Service Disruptions in VIC, reference number 20140801-VIC-S-C-P-CENTRAL AND SOUTH WEST DISTRICT. A declaration of the affected areas was published in THE HERALD SUN on 6th August 2014. This in turn may have an effect on the services we offer you.

Telstra CSG Customer Advice – Herald Sun on 6th August 2014.

Telstra is working to manage the significant impact to the services that has occurred as a result of Extreme Weather events impacting services in South West and Central and parts of Victoria.

Due to the effect of damage to the Telstra telecommunications network, there has been a significant increase in the number of Telstra services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected and these services may not be installed or repaired within standard time frames:

03 4333 4000 To 03 4333 9999  03 8695 1000 To 03 8699 9999
03 4367 7000 To 03 4367 9999  03 8734 0000 To 03 8754 9999
03 5220 0000 To 03 5289 7999  03 8831 0400 To 03 8831 0499
03 5320 0000 To 03 5369 5999  03 8855 6000 To 03 8855 6999
03 5380 1000 To 03 5380 1999  03 8866 2000 To 03 8866 4899
03 5420 6000 To 03 5433 5999  03 9200 6000 To 03 9219 7999
03 5459 7000 To 03 5467 7999  03 9230 9000 To 03 9377 1299
03 5483 3000 To 03 5483 4999  03 9390 0000 To 03 9399 9999
03 5520 2000 To 03 5529 5999  03 9411 2900 To 03 9426 3599
03 5551 0000 To 03 5599 8999  03 9449 0000 To 03 9449 9999
03 5727 6000 To 03 5736 9999  03 9464 9000 To 03 9487 3599
03 5760 0000 To 03 5799 9999  03 9514 1200 To 03 9536 8899
03 5826 1000 To 03 5826 7999  03 9603 0400 To 03 9699 9999
03 5957 5000 To 03 5963 7999  03 9731 0000 To 03 9749 9999
03 8290 0100 To 03 8290 0999  03 9805 4000 To 03 9805 4099
03 8311 2200 To 03 8311 9999  03 9823 0400 To 03 9825 7799
03 8325 1000 To 03 8398 9999  03 9860 4800 To 03 9869 5999
03 8412 4600 To 03 8416 4599  03 9921 5300 To 03 9934 9999
03 8517 3500 To 03 8517 8899  03 9954 3000 To 03 9954 7999
03 8530 6300 To 03 8534 9999  03 9971 0000 To 03 9974 9999
03 8598 5600 To 03 8671 6999

As the above circumstances were outside of Montimedia’s control, Montimedia are claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore we are notifying customers that normal installation and repair time frames may not be met during the period from 01 August, 2014 to 24 August 2014 inclusive (based on Telstra’s estimated recovery schedule correct at the time of publication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, Montimedia will be exempt from complying with performance standards during this period.

We apologise for any inconvenience.

Thank you,

Montimedia Customer Care

Change to Montimedia Banking Details

Categories: Important Notices, Latest News & Updates

Dear Montimedia Internet Customers

Further to the notices we have sent out please be advised that as of today we have closed our CBA bank account – account number ending in 0685.

You will need to please make sure that our new banking details have been updated in your online banking address book.

Please ensure from today onwards that you only use the banking details as listed on your invoice.

The new bank details are:

Westpac Banking Corporation BSB : 032-002
Account No: 483217

Please do ensure you use your account number as the reference number so we can track your payment.

As always with thanks,

Montimedia Accounts Team

Unplanned Daylesford Outage – Closed 30/07/2014

Categories: Important Notices, Service Updates

Outage Notification
——————-

Outage : Unplanned Outage

Service Type/s: ADSL
Scheduled : Un-scheduled
Severity : High
Start : 28/07/2014 02:00:00
End : 30/07/2014 16:13
Status : Closed

=================================================================

Update:

Thursday 12.15pm

Telstra advises that the faulty hardware was replaced at the exchange and by 15.30 hours 30/7/2014 and all services were back online.

Please visit the Telstra Service Status page for more information.

We will continue to monitor for any follow-up action.

Thank you again for your patience during this outage.

Montimedia Customer Care Team

=================================================================

Update:

Wednesday 9.42am

Telstra advises that there is a major hardware issue at the Daylesford exchange that is yet to be resolved.

We are maintaining contact with Telstra but they cannot advise a time for it to be rectified.

The outage is affecting ALL ISP’s in the area.

Further updates to follow as they come to hand.

=================================================================

Telstra advises that currently some ADSL services in the post codes of 3460/3461 are experiencing an outage. The issue is being investigated.

Further updates to follow.

For more information please visit the Telstra Service Status site at http://servicestatus.telstra.com/servicestatus/goc.do?q=postcode_3460.html&postcode=3460

We apologize for any inconvenience this may be causing.

State VIC
Locality Daylesford
Postcodes 3460
Service ADSL
Description Some ADSL services may be unavailable in this area.
Start 28-07-2014 02:00