Archive for category: Service Updates

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

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

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

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:

http://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/

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

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