Archive for category: Latest News & Updates

Email Scam Alert – mmnet.com.au Domain

Categories: Latest News & Updates

We have been notified by a number of customers that they are receiving an email requesting they follow a link to update their email account.

We will never ask you to confirm your email account in this manner.  Please DO NOT click on the link.  Your best course of action is to delete the email immediately.

Should you have any concerns, please call us on 1300 794 969.

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

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

 

Ballarat Office Change

Categories: Latest News & Updates

Our 214 Mair Street lease is up on 30 June and unfortunately we do need to vacate. With all the hectic and ongoing activity of our recent carrier change we have not had the time to finalize our new office space so in the meanwhile we have been given free use of amazing office space in Geelong by one of our wonderful customers until we get our new space all up and running.

So from 02 July until mid August the team will be located at :  182 Latrobe Terrace, Geelong West

We will advise customers once the new space in Ballarat is ready to go.

Should you have any enquiries about this move please do get back to us.

Thank you for you patience during this transition period. We very much value your ongoing support.

Richard & 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

New Email Server

Categories: Latest News & Updates

Our new email server is up and running as of 10pm this evening.

Access to old email in case it has not been downloaded is via :

http://webmail.ispone.com.au/imp/login.php

Login using your current username (email address) and password as before.

Please note we can’t determine how long this old email server will be up for as it is not under our control so please grab any old email if required.

You can email out to yourself from the old to the new which is the easiest and fastest way to grab old email.

Regards

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 opsmanager@montimedia.com.au at any time.

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

Richard Monty

Director