Archive for category: Important Notices

Mass Service Disruption Exemptions – Ongoing

Categories: Important Notices, Service Updates

General Notice of Customer Service Guarantee exemption for Mass Service Disruption to Telstra services and operations.

For further information on affected areas please visit:

If you have any questions about these service disruptions please contact us.

The Montimedia Team

Hosting Network Maintenance Notification for 16/07/2014

Categories: Important Notices, Service Updates

Scheduled Outage – Wednesday, 16th Juy, 11 PM

This item affects some of our hosting services.

As part of an expansion of our network within the Over the Wire data center, on-site technicians will be performing physical network equipment upgrades starting at approximately 11 PM on Wednesday, 16th July, and scheduled to complete by 4 AM on Thursday, 17th July.

This process will result in from one to several interruption to web hosting services for periods expected to be between 30 minutes and 1 hour, depending on the particular service.

We appreciate your patience and understanding as we perform these highly important upgrades to our critical network infrastructure.

The Montimedia Team

Customer Service Advice from Telstra

Categories: Important Notices, Latest News & Updates, Service 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 GREATER MELBOURNE AND REGIONAL VICTORIA. A declaration of the affected areas was published in THE HERALD SUN on Monday, 30th June 2014. This in turn may have an effect on the services we offer you.

Telstra CSG Customer Advice – Herald Sun 30/06/2014

Telstra is working to manage the significant impact to the services that has occurred as a result of Extreme Weather events impact service in South West, Central and parts of the
North Central and Northern Country Districts 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 and also 03 8671 3900 To 03 8671 3999
03 4367 7000 To 03 4367 9999 and also 03 8696 2800 To 03 8696 2899
03 5220 0000 To 03 5239 8999 and also 03 8734 0000 To 03 8754 9999
03 5263 0000 To 03 5267 3999 and also 03 8855 5000 To 03 8855 5999
03 5281 3000 To 03 5289 7999 and also 03 9200 2800 To 03 9219 6999
03 5320 0000 To 03 5350 5999 and also 03 9230 0200 To 03 9397 9699
03 5360 8000 To 03 5369 5999 and also 03 9449 0000 To 03 9449 9999
03 5420 6000 To 03 5449 9999 and also 03 9463 5000 To 03 9474 5999
03 5483 3000 To 03 5488 7999 and also 03 9490 9100 To 03 9496 8099
03 5520 2000 To 03 5529 5999 and also 03 9604 5200 To 03 9604 5299
03 5552 2000 To 03 5578 4999 and also 03 9644 5400 To 03 9644 5499
03 5590 1000 To 03 5599 8999 and also 03 9731 0000 To 03 9749 9999
03 5789 1000 To 03 5789 1999 and also 03 9867 9200 To 03 9867 9299
03 8290 0000 To 03 8290 0099 and also 03 9920 1000 To 03 9934 5799
03 8301 0000 To 03 8390 9999 and also 03 9953 6000 To 03 9954 8999
03 8645 9900 To 03 8645 9999 and also 03 9971 0000 To 03 9974 9999

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 July, 2014 to 13 July 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 the inconvenience.

Thank you,

Montimedia Customer Care

Mailbox Quota Warnings

Categories: Important Notices, Latest News & Updates

At present you will not be receiving mailbox quota warnings.

We are currently working with our mail server guys to again introduce quota warnings for mailboxes as we had with our previous mail server.

Please note we are working on this as a matter of priority to assist with your mailbox management.

We will keep you advised of our progress.

Thank you

The Montimedia Team


Queen’s Birthday Public Holiday – 09/6/2014

Categories: Important Notices, Latest News & Updates

Our main office will be closed on Monday 09th June (Queen’s Birthday Public Holiday) for Sales, Billing & General Enquiries. Technical Support for faults is available from 9.00am to 5.00pm by calling 1300 79 49 69 and then selecting Option 2. Email support via our contact form is also available and monitored over this period. We will resume our normal operating hours on the 10th June at 9.00am (AEST).

Thank you,

The Montimedia Team

Account Toolbox Temporarily Offline

Categories: Important Notices, Latest News & Updates

Some may have noticed that your Account Toolbox is not available. This is due to the recent change in carrier.

As you can imagine moving to new billing and provisioning platforms can take a little time to sort out.

We will be advising folks what will be happening regarding your new customer portal in the coming days.

If you wish to make a payment with a credit card please do so over the phone on  1300 79 49 69.

Apologies for any inconvenience caused during this transition.

With thanks

The Montimedia Team

New Support Assistance

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

Part of our recent switch to a new carrier meant that we also receive additional support in terms of staff available to service the massive amount of calls we are getting due to this recent carrier event.

Wen you call our main number you will now be directed to a central point where the call can either be sent to Customer Care or straight to Technical Support.

This is certainly a different way to how we have been managing over the past 8 years, but I have taken this direction to better service you and see it as a positive thing that we can resolve any support matters much faster than ever before.

A bonus with this is that Support hours are now extended on weekdays and Saturday and we can for the first time offer some Sunday support as well.

The support calls are routed to Sydney where a wonderful and very helpful team of professionals will help you sort any technical problems related to your services with us.

I would welcome any feedback about this change to at any time.

Once again, thank for your understanding during this time of change and improvement.

Richard Monty


National Outage & Carrier Migration

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

Well what a week! Probably one of the worst ever for my team (they rock by the way) and me personally. If you get the chance tell them – they deserve all the accolades in what has been a very trying week for them and you – our very special customers who have stood by us and allow us to continue to provide services to.

Everyone knows what happened by now and our heads are still spinning – there’s a way to go yet in getting this completely resolved.

It was a mammoth task moving our first group of services comprising ADSL, Home Phone and NBN. Dial, Mobile, Mobile Broadband and Email will be our next big challenge but we will keep you posted by email about what is happening. Our new carrier team have been awesome. They have been attentive to our needs in this time of crisis and the network is already proving to be much more stable and of better quality which should be noticeable.

We failed on a couple of counts – not being able to properly attend to the daily 900 plus emails and 350 SMS messages and 130 ish voicemail messages in a timely manner – I am truly sorry if we missed getting back to you in time but we all really worked out backsides off trying.

The other was that we weren’t able to provide estimated times for service restoration – this probably wasn’t a failure on our part but really a part of the system of provisioning services itself – we just couldn’t get details from our new carrier due tot he workload – you have to remember this affected some 60,000 customers across the country so they were pretty busy.

Some folks were naturally upset with us and we don’t blame them but even if we had 50 people on 50 phones in front of 50 computers we would have still had problems – it was just that kind of catastrophic scenario we were dealing with – one we could not have planned for.

Where are we at?

We are down to the last 120 odd ADSL connections to be sorted. Some of these delays are due to our new carrier network (Telstra) having a slightly different (better) method of performing service qualifications. In other words they are little more fussy about making sure the network can adequately carry the best possible signal to your premises so it takes a bit longer to sort these that are perhaps not up to scratch. We are hoping to have these issues resolved on Monday with a better idea of when they will be online.

We are yet to move Billing, Dial, Mobile, Mobile Broadband and Email to our new network. This will be happening next week from Monday 12th onwards. Updates will be sent via email.


We obviously won’t be billing customers for the period that services were not active. From that and with our new Billing platform your advance charges usually billed on the 3rd of the month for things like phone line rental and ADSL will not be billed to you on or around the 29th of the month. That bill will have a pro-rata amount from when you came back online to the end of the billing cycle plus the forward months charges as always.

We have discussed this to be the fairest and easiest method to get around the billing anomaly of being without a service for a period of time.

If we don’t get it quite right please do let us know and we’ll fix up any errors right away for you.

Thank you

We do genuinely appreciate your patience and understanding whilst we undergo this carrier change and hope that you will give us an opportunity to continue to provide you with the best possible service.

We have learned from this event and will use it to drive improvements for the future.

It’s an honor to serve you. As always, please call us 1300 79 49 69 — anytime, for any reason.

Thank you

Richard Monty
Montimedia Internet



Nationwide Outage Updates

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


Tuesday 7:19pm

More and more services are coming back online which is great. Folks are calling us to advise their phone services are back.

If yours isn’t back yet please be patient – it is happening. ADSL is happening as we speak.

It is difficult for us to give you an exact ETA on the full restoration of services as you can imagine. We also worry that if we give you a time and it doesn’t eventuate for whatever reason then we have compounded the issue somewhat.

Rest assure we have all been working hard with our carrier and they have worked hard for us – we are a priority with them.

We also really just want to thank you for your patience, understanding and the massive amount of kind words – it has made us feel that we must be doing something right – even in this rotten situation.

Please do remember that rather than considering switching provider it’s best to wait it out – it will simply take longer to reconnect if you decide that course of action.

We are fully with you and are working hard to get this all resolved.

If you do call please remember to give us your mobile number as we are finding it easier and faster to get messages out this way

Thank you for your continued patience and understanding.

The Montimedia Team.



Monday 10:25am

We have worked with our new carrier all weekend and completed the data entry late last night. The carrier has worked hard for us and we are a priority. We are now in their hands – regarding timing – phones should come back first then ADSL customers after that.

Please do understand that at this point it will be prudent to wait rather than move at this stage as it will take longer to move – we have checked this and it is a fact – we’re not just spinning you a line.

We fully understand the gravity of the situation and the pressure this is placing upon you and some businesses.

Regarding timing – we just don’t want to give false hope or more importantly we don’t want to give wrong information. So we are just not committing to a exact time for being back on-line just at this point.

Please do hang on.

If you can please advise a mobile number if we don’t have one yet as we are finding it easier and faster to get messages out this way to customers.

Thank you once again for your patience.

Richard Monty



Sunday 09:50am

All data entry of services is being completed today. It’s all hands on deck to get this sorted as quickly as possible.

We should have a better idea of completion times after all this is completed.

We also have on board folks from our new carrier helping with answering messages and speaking with customers – now that’s service for you!.

Both my new carrier and my team understand the urgency of this situation and are doing everything we can to get things back up and running.

Please bear with us during this time.

Richard Monty



Saturday 4.42pm

Please take a look at:

I can assure all our customers that this had nothing to do with our business and the article reinforces that for us as well.

Regardless please be patient and we will get through this and have you back on line soon.

Richard Monty


We were informed late last night that the reason for the outage is that our principle carrier and supplier have got themselves into financial difficulty and didn’t advise us. The outage is not due to any issues with the Montimedia Internet business at all.

Digging deeper we have found that this has been going on for a month or so.

From this Montimedia is currently moving to a new bigger and better carrier. We’ll be working all weekend to get all of our customers back online and phone lines working again.

We’ve signed off on the new carrier so we will be better positioned for our future supply and have you back online.

This is the first time in our history that there has been a major issue of supply of service and is not indicative of how we generally serve our customers.

We appreciate your patience and understanding whilst we undergo this change.

Richard Monty


Nationwide Major Carrier Outage

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

Outage Notification

Outage        : Nationwide outages on services

Service Type/s: Voice, ADSL, Mobile Broadband
Scheduled     : Un-scheduled
Severity      : High
Status        : Open

Due to an issue with one of our suppliers, we are experiencing nationwide outages on most of our services.

Montimedia management is are currently working directly with the carriers to try and resolve this issue. We will update you again shortly when we have further information for you.

We appreciate your patience and apologise for any inconvenience caused.