Humm.
Just tried a password reminder on the second account since the login details supplied wouldn't work.
Looks like their database is a little screwed. :(
--
HTTP Status 500 -
type Exception report
message
description The server encountered an internal error () that prevented it from fulfilling this request.
exception
java.lang.IllegalStateException: invalidate: Session already invalidated
org.apache.catalina.session.St
org.apache.catalina.session.St
com.symbionetworks.mnfautomati
com.opensymphony.xwork2.Defaul
com.symbionetworks.mnfautomati
com.opensymphony.xwork2.Defaul
org.apache.struts2.impl.Struts
org.apache.struts2.dispatcher.
org.apache.struts2.dispatcher.
org.apache.struts2.dispatcher.
com.opensymphony.module.siteme
com.opensymphony.module.siteme
org.apache.struts2.dispatcher.
note The full stack trace of the root cause is available in the Apache Tomcat/7.0.27 logs.
Apache Tomcat/7.0.27
--
.-.-.
OK. I'm managing to bodgie this thing up and get things happening to some degree.
Looks like my main need will be to get them to fix the lack of registration numbers on the Freedom account.
.-.-.
Just tried a password reminder on the second account since the login details supplied wouldn't work.
Make sure you have allowed the MNF site in any 'no-script' plugin you are running!
I have two accounts.
The login details worked fine for the first but not the second.
I reloaded the page several times. Eventually the password reminder script on their site worked and I was able to get in.
I've worked most of it out. I have both accounts working on one device each.
I will have to wait till they add the 3 extra device registration numbers that they forgot on my main Freedom account (Hopefully tomorrow) then I can set everything else up. But for now I have both our DID's registered for incoming calls at both of the two houses. So at least we have incoming again.
It has been a bit of a trying time of late.
I have been rushed with dealing with my father having a stroke and tripping in and out of Brisbane etc and then now getting him home.
Worst time to be without phones.
To add to the drama we have also been dealing with NBN and Optus F' ups as well for months on end.
We usually have an Optus LL DID as well.. Not worth getting into but I hope to get it all sorted soon.
I will have to run Dad's Optus DID through a Fritzbox 7390 ATA for incoming only and filter calls going out via the MNP PT Freedom Plan but block Mobiles.
This has all come about due to NBN not supporting two different account holders or LL numbers at the same address. So we had to combine accounts into one and loose a line.
But I guess that's for another thread ;)
.-.-.
My migrated PT to MNF account says Triggered Topup level is -AUD135 (yes negative 135).
Is that what other people have? Seems like people are not seeing the minus sign. If it is truly is -135 then they are extending us a lot of credit!
One of our original MNF accounts with auto-payment has AUD5 (yes POSITIVE 5) triggered top-up with a $10 current top up level (set by emailing support). Another original MNF account says AUD5 (yes POSITIVE 5) triggered top up level but no auto payment set up.
My migrated PT to MNF account has no option to set triggered top up. I don't think you can set it (even in the account where I have it enabled).
Hi There,
I have further investigated this and it seems to be a bug, our software team are currently working on this to get this issue resolved.
Whether it shows -135 or 135 for example a triggered top up is the point at which your balance falls below before a top up of the level you have nominated will occur.
I.E
Trigger top up $5.00
Top Up Level $10.00
Call costs $2.90 and puts your balance at $4.93 this will trigger an auto top up of $10.00
I hope this clarify's some things with you all.
Thanks,
and I have just waited 30mins again for MNF support as no reply to my ticket.
I was told this time that the 50 sms credit gets topped up at start of billing period so for me that is in 2 days.
I was misinformed last time, (they just told me) when I waited another 30mins on the phone to be told it is "at the start of each calendar month."
So hopefully it will be topped up in 2 days. Will update...:-)
I was told this time that the 50 sms credit gets topped up at start of billing period so for me that is in 2 days.
I was misinformed last time, (they just told me) when I waited another 30mins on the phone to be told it is "at the start of each calendar month."
So hopefully it will be topped up in 2 days. Will update...:-)
Hi There,
All inclusions whether it be sms calls etc are reset at the start of each billing period.
Thanks,
What about the missing $5 debit from our Pennytel accounts that was not transferred to our MNF accounts.
i.e. some of us have been debited twice for the month.
I have further investigated this and it seems to be a bug, our software team are currently working on this to get this issue resolved.
Thanks. Glad you found it at last.
What about the missing $5 debit from our Pennytel accounts that was not transferred to our MNF accounts.
i.e. some of us have been debited twice for the month.
Hi There,
From what i can tell. please advise if different the reasoning is for below.
You were invoiced by PT for you service charge. Then debited by MNF again. In this case it is because MNF charge service charges a month in advance as per our terms and conditions and your CIS statements.
Thanks,
What about the missing $5 debit from our Pennytel accounts that was not transferred to our MNF accounts.
i.e. some of us have been debited twice for the month.
I Hope this is abit easier to understand,
As most service providers MNF charge a month in advance. This is like many service providers these days. PT billed at the eve of each calendar month for both service and usage charge. This is a one off and will not occur in future.
Thanks,
Still can't get my head round this � end July I had $8 plus in my PT Account and -$5 in MNF.
OK I get I should "owe" MNF for July but surely the $5 PT took from my account before $3 was added to my MNF account "pays" for the -$5.
i.e. both accounts were active albeit one, PT "unusable", but only one account should have incurred a charge.
Are the credit balances from PT meant to be have transferred by now or are they still in progress?
My PT account still has credit on it, but MNF is showing a debit balance. I don't mind if the transfers haven't all been completed yet, but if they're finalised then there's a prob with my account.
I don't mind if the transfers haven't all been completed yet ...
My transfer likewise has not happened yet.
My transfer likewise has not happened yet.
Same here.
Last time Corey mentioned dates, 8 Aug was the end date for transfers, and that's today.
So that probably another fortnight. ;-)
Call costs $2.90 and puts your balance at $4.93 this will trigger an auto top up of $10.00
Is there a way to set a max topup level per month? (either # of topups or $ value).
What if my account gets hacked and toll fraud occurs, MNF will keep debiting my credit card $10 over and over and over?
Edit: Still waiting for that call back you promised last week or a reply to ticket #1034795
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I was charged twice in month of July as well, end up rang support to get it corrected & refund credited back to my account balance.
feel I should add something positive for good Karma!
The call quality is excellent!
Thanks
What if my account gets hacked and toll fraud occurs, MNF will keep debiting my credit card $10 over and over and over?
If you are worried about that, just do what I do and pay by BPay. As long as you check your balance from time to time and keep it high enough for your usage, you shouldn't have any problems. If you want to remove your CC details from the MNF portal, you need to contact MNF support as it can't be done via the portal.
Whether it shows -135 or 135 for example a triggered top up is the point at which your balance falls below before a top up of the level you have nominated will occur.
..................................
I hope this clarify's some things with you all.
Sorry Corey it does not make it clear that MNF will not keep debiting my CC, with the Topup amount until the balance exceeds $135. I don't know who English Syntax checks the words on the webpage but they remain very confusing.
I should be able to easily set a level, which below a top up is triggered, and the amount that the top up is. I can't see many people wanting to load MNF $135 on a permanent basis.
Please can you provide better explanation and/or get the Web page sorted.
Please can you provide better explanation and/or get the Web page sorted.
Corey has already said he's going to get the web page sorted.
I have further investigated this and it seems to be a bug, our software team are currently working on this to get this issue resolved.
I Hope this is abit easier to understand,
As most service providers MNF charge a month in advance. This is like many service providers these days. PT billed at the eve of each calendar month for both service and usage charge. This is a one off and will not occur in future.
See https://www.pennytel.com.au/d
1. Billing:
PennyTel�s billing cycle starts on the 1st of
each month and ends on the last day of the
same calendar month. During each billing
cycle, the plan fees, call charges and other
related costs will be made available to you via
the PennyTel Portal at
www.mypennytel.com.au. At the end of the
billing cycle, you are billed for all unpaid
charges and fees incurred during the billing
cycle.
So when I get a June invoice it includes "all unpaid charges and fees incurred during the billing cycle" and as this is prepaid the closing balance has already had the plan fees for June deducted.
So when MNF and Pennytel charge me a plan fee for July and then transfer the Pennytel balance reduced by the plan fee for July, I have been charged the plan fee for July twice.
Please adjust the amount transferred and properly account for the amount transferred i.e. nothing in MNF portal to show balance transferred and no invoice from Pennytel showing adjustments to the closing balance on the June invoice.
So when MNF and Pennytel charge me a plan fee for July and then transfer the Pennytel balance reduced by the plan fee for July, I have been charged the plan fee for July twice.
Yes my account has been charged twice also for July once by Mynetfone on 8 July and once by Pennytel on 27 Jul
Pennytel should have never charged the $5 for then Freedom account and all would be fine.
The 2 charges refered to by Corey on the invoice for MNF are fine one for July and one for August we all understand the 1st invoice would have 2 fee's BUT
There is no justification of why they can charge the PENNYTEL fee for JULY before the balance transfers were done.
The MyNetaFone Invoice is very detailed and shows all charges and credits of course the CREDIT from Pennytel is $5 short of what it should be.
Lets hope Corey can have this looked at it is not about the 2 charges by MNF but The PENNYTEL last charge after we stopped using the accounts at the end of JUNE.
PENNYTEL last charge
Yes I agree with what you are saying.
This charge should not have happened.
The MyNetaFone Invoice is very detailed and shows all charges and credits of course the CREDIT from Pennytel is $5 short of what it should be.
Lets hope Corey can have this looked at it is not about the 2 charges by MNF but The PENNYTEL last charge after we stopped using the accounts at the end of JUNE.
Hi There,
If someone can send me an example of this with there account number via Whim i will have a look into this for you today.
Thanks Guys,
Corey
If someone can send me an example of this with there account number via Whim i will have a look into this for you today
Whim sent thanks Corey for investigating
So when MNF and Pennytel charge me a plan fee for July and then transfer the Pennytel balance reduced by the plan fee for July, I have been charged the plan fee for July twice.
The same issue happened to me as well. I have had $10 dollors or so credit in my PT freedom account with ADSL service tpgether. Pennytel charged me services fees $5 + $44.99 = $49.99 on July 13 and July 14. Now it shows I have negative $39.xx credit. This resulted in no credit transferred to my new MNF account at all. So Pennytel/MNF has eaten my $10 credit in my PT freedom account.
Hi There,
If someone can send me an example of this with there account number via Whim i will have a look into this for you today.
Thanks Guys,
Whim has been sent to Corey now. Wish him to solve the problem for everyone having this issue. Many thanks.
I'll post back here with the results, whether successful or otherwise.
Hey OM, have you heard anything yet re the merging?
did they give a time frame for how long to do it?
Cheers
My WhirlpoolSaver and ex Pennytel accounts got merged today. I requested the merge last Friday and MNF indicated it would take up to 2 business days. Thanks MNF.
Hey OM, have you heard anything yet re the merging?
did they give a time frame for how long to do it?
Apart from the initial automatic reply, we haven't received anything yet.
My WhirlpoolSaver and ex Pennytel accounts got merged today.
Excellent!
Corey told me he's getting the Software Engineers to look into this problem urgently.
Got my invoice today, and found I was charged to register my mobile for sms.
Thanks MNF Not!
Got my invoice today, and found I was charged to register my mobile for sms.
This is just the way MNF do things. Making themselves popular is obviously not one of their priorities. I am not aware of any other VSP that charges for this type of thing.
This is just the way MNF do things. Making themselves popular is obviously not one of their priorities. I am not aware of any other VSP that charges for this type of thing.
Is Cory telling us its not normal to be charged to register for sms?
See linky here:
whrl.pl/ReGfP9
Hi,
What is the process for getting issues resolved?
- Email support does not respond (apart from automated email which said I'd get a response in 24-48 hours. Its been over 2 weeks now)
- I can't get through to phone support at any time of the day.
I got an email from Pennytel with an account number back in June but have heard nothing since, apart from receiving an invoice for $0 from mynetfone.
I can't login to the MNF portal as I don't know my password. I can't reset the password either as it says my date of birth doesn't match.
My pennytel voip service has been removed but logging into the pennytel portal shows I still have an account balance of $59.
Posting here on whirlpool in case anyone can help...
What is the process for getting issues resolved?
Join the club like the rest of us who are experiencing rubbish service. Support is very hit and miss.
Is there a way to set a max topup level per month? (either # of topups or $ value).
What if my account gets hacked and toll fraud occurs, MNF will keep debiting my credit card $10 over and over and over?
As already said, you can recharge with BPay.
You can also have a credit card registered and not have auto-top up.
Then you can dial 151 from your service to top up when it gets low (min $10).
Note 151 has no security on it, so anyone in your house can do a $50 top-up if they know how. I don't know what the max is, but my wife has done a $50 top up before :-(
There are two types of auto top up.
- Triggered Top-up where it tops up if the balance falls below a certain level.
- Monthly top-up where it will top up to your specified level once a month only. More fraud resistant.
I basically just kept telling her that they didn't add the 4 devices needed on the account.
Actually, you may have confused her as MNF cannot add devices, only lines aka extensions.
just copy and paste of a whim i sent 5'th July:
Hi Corey,
My PT to MNF transfer has gone well (touch wood) the only thing that concerns me is the billing side of things.
With my ADSL service $44.95 was charged to my credit card on 16/6/17 as per my credit card statement and pennytel portal history.
so to my knowledge i have prepaid my broadband up until 16/7/16 however in my MNF portal i have $-44.95 balance with next billing date 9/8/16.
i would understand having -44.95 balance if my "next billing date" was 16/8/16 as this balance would represent my next payment due so it this some kind of prorata error made in trying to align my account with MNF billing cycle ?
my account username is 61362814720
Thanks in advance,
Josh
Question 1) Assume I have more than one MyNetPone account that were both migrated from PT. Can someone tell if I can contact them to merge the two accounts as one (and having credits added together)?
Question 2) In the PT days with the $5 per month freedom plan and for my own reasons I can suspend the plan by changing it to the "PT untimed" plan. After one month of suspension I can freely resume the PT $5 (for 280 calls) per m plan.
After the migration I notice my MyNetPone voice service plan is being called "PT Freeedom". Can someone tell me if I can do the same (suspend at the end of the month and resume after two months for example) ?
The questions might have been asked but I'm sorry as presumably it will take too long to search for the right answers.
Thank you for your help in advance.
Wow, out with the true blue Aussie racism. People say some crazy shit when their pissed off and not thinking straight.
Now I have really refrained from joining in this shitstorm of negativity. But I have to say something...
I was an ex-pennytel customer and filled out all the opt in emails as soon as I got them. And guess what... My VoIP service migrated exactly as I was advised (apart from the slight delay from the 1st to the 5th of July). Additionally, I have three mobile services with PennyTel and again, got the new portal login URL and account number with all services working fine.
I get it. You guys are pissed off. But getting all high and mighty with abusive comments just makes you look like a fool (especially people who have created an account for this purpose).
@Cory and MyNetFone staff, don't let the toxic oppinions get to you. There are people who appreciate your efforts, but unfortunately you're caught in the middle of something out of your control. Customers can be Royal assholes sometimes and forget they are talking about other human beings. Wishing all you guys the best of luck because I know I couldn't handle this (I've been in telco for many years).
Now I'll go back in my corner and watch from afar.
Payne
Hi all,
I hope someone can help me with here.
I have received email containing Web login details for MNF and the VoIP settings.
I am able to login to the Web portal but when I configure my VoIP router with the settings provided its not connecting. I assume the username is the MNF username provided and not the Pennytel 6138684xxxx.
Another issue is that the Pennytel balance has not been migrated yet. This is not a big issue as I have transferred some money via bpay to mnf account.
I hope someone can point me in right direction.
Thanks.
Riz
configure my VoIP router
You use the MNF voip number supplied in the email and its password.
i.e. the big number � mine starts with 0980 and not your account number or old PT number 613 etc.
Can someone tell if I can contact them to merge the two
Yes, you can. Someone reported their accounts have already been merged. I applied a few days ago by email but the merger has not happened yet. [MyNetFone Ticketing #1035495] According to the automated email, they should respond within 24-48 hours but this is not what actually happens.
When you click on Change Plan in the portal, only regular MNF plans are offered. You cannot change to another PT plan nor a WP plan such as Whirlpoolsaver. MNF has not made it clear whether you can do this by contacting them or whether we are stuck with what we have got. I suspect it is the latter.
Neither does there seem to exist a way of suspending a plan and then resuming it. I used to change between Neosaver and Whirlpoolsaver, but, with the migrated PT plans, this does not seem to be possible. There is very little flexibility here compared with the WP plans (WPS and Neo).
plan rolled over, got invoice for month, money from PT transferred and 50 sms's added.
A bit hard to understand all the charges etc but I am sure next month will be simpler to understand once in full swing.
All good thank you
@Wildbill. I have tried with the 098**** number and it didn't work. I will try again tonight.
Is there anyway on the MNF portal I can validate the Voip password?
098**** number
And the voip password � not your account log in password? � as shown in the email
OK. So I've just picked up my Pennytel phone and tried to dial out and it says...
This account is blocked.
I've just been through all my emails searching the key words
Pennytel
&
mynetfone
I see they have been merrily charging me the past months for both my accounts but I don't seem to have a service.
I guess I haven't been receiving my incoming calls either? :(
Check with your clients � I just found out my clients were caling my new mobile because the VOIP number wasn't receiving for 5 weeks! I'm gobsmacked at how far the ball has been dropped....
In last days of June i credited $10 into my pennytel account so i would have enough credit in the transfer. Seems like my pennytel account kept charging me $5/month & at same time mynetfone charged me $5/month as well & has eaten up my credit. I was credited $0:42 so now i am in debt to mynefone -$9:58 So i will have to pay again. I sent a ticket in a few days ago i still haven't heard from them. Just transfer bugs,
PT credit has come across finally.
I don't want to add credit card information to my account and therefore will not be using triggered topup, will pay by BPay when needed.
Is it possible to get a low balance alert sent from MNF?
MNF/Pennytel reps
We've had no success so far transferring either of our accounts to MNF despite having done all the steps.
One account has failed to transfer the DID, is in negative balance and adding credit card details just generates system errors.
Another account also seems to be failing to configure properly and we're having major problems with all accounts getting either invoices from the pennytel accounts (corruption in your database I presume) or getting MNF set up right. Pennytel port is also inaccessible for an account and password reset facilities are broken.
Have spoken to support, have emailed again and again and support from either company hasn't done anything.
We've now lost services for one critical account.
Appreciate if anyone representing either of the two companies (PennyTel or MNF) could please reach out by private message and sort out the mess as TIO is only other option I can think of to get progress. My parents are currently without a phone service from either of your companies.
Paul
1 hour 20 minutes on hold with these clowns and still waiting since they don't bother answering their emails.
My PennyTel credit still hasn't come across.
I want my credit card removed from their system.
I was told I would get billed next on 3rd September yet on 4/8 MNF took $40.35 from my account.
Charged twice for the month of July.
Edit: Plenty of time to write a review for them while waiting on hold.
This is the problem, and when you get them on the phone they say they are going to look at it and nothing occurs then you can't get them to respond again.
I think we were also being doubled billed the monthly charges on both systems with no active service but as I said cannot even log into the pennytel system to see what is going on and no one responds from their companies.
Have spoken to support, have emailed again and again and support from either company hasn't done anything.
There is no point in attempting to contact Pennytel support as they don't exist anymore. Ring1300 731 048 or email support@mynetfone.com.au.
Ring 1300 731 048...
Make sure you have something to read while on the phone. Customer support is virtually non-existent.
Edit: Plenty of time to write a review for them while waiting on hold.
http://www.productreview.com.au/p/mynetfone.html
Not much love for MNF there. LOL!
Tonight, I found a reply to my merging request in my Gmail spam folder. I rarely check this folder and it was only because I was looking for another email that I found it. The 'from' address was accounts.future@mynetfone.com.au. Don't know why Gmail thought it suspicious. Gmail is usually pretty good at sorting the wheat from the chaff.
Anyway, James said that, unfortunately, there has been a delay for my request regarding the merging. He goes on to say that their engineers are currently looking into it as the main priority and are working on a solution to speed up the process. He apologised for the inconvenience and promised to give me an update once the solution has been found. He also thanked me for my patience.
I had to call yesterday about billing. I did this on my lunch break around 2PM AEST and got through within 15min.
I figured it's a bit silly calling during peek hours, and they're obviously struggling with the influx of calls.
I suggest if you don't want to be on hold for a long time, call first thing in the morning (they open at 8AM) or maybe try when I did (~2PM).
since they don't bother answering their emails.
Ah, right. I sent an email about 4 days ago because I can't set up outgoing CID. Still waiting for a response but I guess I may as well give up (and I always check my spam). Oh well, MNF is now at the bottom of the phone choices on my Yealink phone so will probably never end up using them.
It's well past between now and overnight.......where is my account credit from Pennytel?
Got onto support on Tuesday. Very friendly rep explained that migrations are happening in batches and to give it a few more days.
Once the migration has succeeded I am to ring back to merge the accounts.
I figured it's a bit silly calling during peek hours, and they're obviously struggling with the influx of calls.
I called at 11am and was only on hold for 10min.
Very friendly rep explained that migrations are happening in batches and to give it a few more days.
Thanks scrag for passing on the info
How hard would it have been for a MNF rep to post that here and cut down on the number of support calls they are getting! They really have no idea about communication.
is anyone else seeing when you hover over triggered topup that this will occur only when your balance is -$135!!
I have had this since the beginning but also my service wasn't migrated properly as it told me when I tried to call myself user was not available even though i was registered and had dial tone
Was told once service fixed and could call myself which I can now this would be fixed so I can trigger topup when service is like $5 but still broken.. dont want to bother calling and waiting for an hour again and check here first :)
Yes there will be a communication on completion. However i assume it would be along the lines of "the migration has been completed" or something along those lines.
My advise would be to sit tight until the occurs.
Corey, perhaps some communication here along the lines of '25% of accounts have been migrated' might be helpful to those of us still sitting tight.
Corey, perhaps some communication here along the lines of '25% of accounts have been migrated' might be helpful to those of us still sitting tight.
Hi There,
We have had a meeting today regarding this,
In short we have had a hold up with those who have accepted but not been migrated yet. They will commence again in batches next week. So please do not worry if you have not been migrated yet (as long as you have accepted Ts and Cs) as your service will not be affected if you are still running on the old infrastructure in the mean time.
Regarding the -135 or 135 software issue in portal this is being addressed and i will provide an update when this has been fixed. In the mean time i suggest setting a monthly top up/invoice top up option and having additional credit in your account in the mean time.
Regarding customers being double charged this has been addressed and i thank you for those who have sent me there examples. We are currently investigating what has gone wrong so we can stop this happening in future and once the problem has been prevented we will take on a reactive approach and apply credits where need be.
On behalf of the MNF Group and all staff we thank you for your patience and loyalty throughout this period as i understand some of you maybe frustrated with the migration process and although some of you may not have had the most pleasant experience in your transition to MNF. We will endeavor to make improvements on this as we can/see fit.
Thanks,
Corey
Thanks for the update.
I've also been migrated, and after quite a lot of false starts and having my password constantly changed, I can now make calls using MyNetFone. However MNF is is the second provider on my Minitar MVA11A ATA, and I have forgotten how to swap it to position 1. At the moment if I want to use MNF, I have to dial 2* first, but this precludes me from dialling out using the phone's inbuilt Address Book. I suppose the Minitar is a bit "pass�" but it still works well and offers fallback and stuff like that. Can anyone remember how I move MNF to being Provider 1 and move my current Providerl to Provider 2?
Can anyone remember how I move MNF to being Provider 1 and move my current Providerl to Provider 2?
You'll have to log into the MVA11A's interface, and go to SIP settings, and manually enter your new MNF settings into Realm1 and the other provider's SIP settings into Realm2. (Overwriting the existing SIP details min each case.)
You'll need to have your SIP username, SIP password, and SIP URI's (domain/proxy) at hand for this.
n short we have had a hold up with those who have accepted but not been migrated yet. They will commence again in batches next week.
Someone flicked the switch. 21 emails at 16:50.
Regarding customers being double charged this has been addressed and i thank you for those who have sent me there examples. We are currently investigating what has gone wrong so we can stop this happening in future and once the problem has been prevented we will take on a reactive approach and apply credits where need be.
Thanks Corey!
I know you guys got a big task good that your on to it!
Thanks for that. I feared that is what I have to do. Will give it my best shot. I always seem to upset something and one or other of the 2 providers won't register. Maybe it will work this time.
thanks but unfortunately have emailed that address heaps of time and as I said already tried speaking to them on the phone. They don't action anything on the phone.
In short we have had a hold up with those who have accepted but not been migrated yet. They will commence again in batches next week. So please do not worry if you have not been migrated yet (as long as you have accepted Ts and Cs) as your service will not be affected if you are still running on the old infrastructure in the mean time.
Hi Corey
This is not the case for all people. We've lost the active service as I've mentioned previously in addition to the double billing and not being able to use the new service. can you contact me please.
Paul
I have an SPA 3102 voip online no PSTN attached
I set divert to voicemail after 40 seconds on MNF website and instead of going to VM it disconnected
I changed it to 30 seconds and it was all fine.
Is there a setting in my ATA that is causing it to disconnect after before 40 seconds which is why the divert to voicemail failed as I thought this was all controlled by the server side. Hence where it allows you to change the delay on server side.. Will ring to my ATA for 40 seconds and if no answer, should divert to voicemail at MNF
Ta
I found a reply to my merging request in my Gmail spam folder
As a precautionary measure, I would suggest putting a reminder in Google Calendar to check your gmail spam folder ever fortnight. Gmail is pretty good at detecting spam, but nevertheless over the years I have found a sufficient number of mis-filed emails to warrant fortnightly checks. Email classified as spam are deleted automatically after 30 days.
He goes on to say that their engineers are currently looking into it as the main priority and are working on a solution to speed up the process.
Thanks for the update re this, I will wait a while before trying to get mine merged.
Cheers
We will endeavor to make improvements on this as we can/see fit.
Getting some extra phone operators would not go unnoticed. ;)
Regarding customers being double charged this has been addressed and i thank you for those who have sent me there examples. We are currently investigating what has gone wrong so we can stop this happening in future and once the problem has been prevented we will take on a reactive approach and apply credits where need be.
I have been double charged & it still hasnt been addressed, I sent a ticket but i didnt get a response. Can i please get some help! I sent another ticket that better explains circumstances,
Thanks
I've been charged twice in July as well, rang support & got credit back into MyNetFone account balance.
support & got credit back
Might have to try this myself � last time I rang them the service was pretty good I have to say.
last time I rang them the service was pretty good I have to say.
I found email response was good to.
I used the PT/MNF portal to get a DID and ignored the $30 charge thinking ( hoping) it would revert to $5 when the transaction completed. It didn't so I cancelled the DID but the $30 debit remained. Emailed support and 2 days later got a reply to say the $30 had been credited and saying if I still wanted one they would do it for me for the WP fee of $5.
Hey everyone.
Would anyone have a "backend" contact to MNF? Three weeks ago, I tried to add a CC on file for auto top-ups. But their system wasn't able to process it and advised me to contact them.
I did so multiple times but nothing has been done :(
Then they send me that me a warning that if I don't top-up, they'll remove my account.
It's a bit of a catch-22: I want to give them money but they don't want to take it...whilst at the same time, they're threatening to remove my account...
Thanks, Tom
Hey everyone.
Would anyone have a "backend" contact to MNF? Three weeks ago, I tried to add a CC on file for auto top-ups. But their system wasn't able to process it and advised me to contact them.
Thanks, Tom
Hi Tom,
Please whim me your contact number.
Thanks,
Thanks Corey, for your response.
As I'm new here, Whirlpool doesn't allow me to whim anyone...yet.
But if you have access to MNF's accounts email, the ticket number from your auto-responder is 1037530. (Email was sent about 48h ago)
I'm certain I provided an email and contact number.
Tom
Yes, pedrov..only that BPay takes 3 working days to clear.
Sometimes, when I get held up on the phone, the time and funds learn to fly...
That's why I need an auto-recharge mechanism in place.
What exactly is happening with this move?
I have setup the new MNF details and it registers, but the old PennyTel details register as well.
If I have both SIP accounts registered and call the DID with the PenyTel account, it starts raining almost immediately. If I disable the old PT SIP account and call the DID, there is a delay of around 30 seconds before the phone starts ringing. Most people would simply give up before the phone starts ringing.
What should I be doing? Is the fact the the old PT SIP account is registered holding up the transfer?
Called up and sorted out the $5 double charge on the PT account.
Thanks Corey.
If I have both SIP accounts registered and call the DID with the PenyTel account, it starts raining almost immediately.
What should I be doing?
You should be selling your services in western Queensland!
You should be selling your services in western Queensland
Damn you autocorrect!!!'!!!!!!!!!!!!!
Then again, that might be why Victoria has had so much rain! I was visiting there recently!!!!!!!!
Sorted out my double billing by ringing call center, thanks mynetfone!!
After the migration I notice my MyNetPone voice service plan is being called "PT Freeedom". Can someone tell me if I can do the same (suspend at the end of the month and resume after two months for example) ?
As an existing MNF customer, I know of no facility to suspend a service.
It has been stated earlier that you can't switch to a PT migration offers after the transfer; you can only switch to a currently available MNF offer. Hence you couldn't switch to a fee-free offer and then back to PT Freedom after 2 months.
Is there anyway on the MNF portal I can validate the Voip password?
The MNF portal doesn't allow you to view or change the VoIP password. You can only change the Web login password. You have to ask MNF support to change the VoIP password and/or email it.
Hence you couldn't switch to a fee-free offer and then back to PT Freedom after 2 months.
However, if you wished you could swap back and forth between Neosaver (similar to PT Freedom) and Whirlpool Saver (similar to PT Free Access Untimed). I used to swap back and forth between these.
I was advised by MyNetFone on the 15th July 2016, that my funds from PT will be transferred to my MyNetFone account by 1st Aug 2016.
Still not done. https://www.tio.com.au/making-a-complaint
They not only haven't transfer my credit from PT to MNF. They also double dip by debit my PT and MNF account for the month of July and August, even my PT account has been transferred to MNF in early July and has never been used since. I have email to their support and hope they will sort that out soon.
I was advised by MyNetFone on the 15th July 2016, that my funds from PT will be transferred to my MyNetFone account by 1st Aug 2016.
Still not done. https://www.tio.com.au/making-a-complaint
I was told "some time in August". Personally I think it's better that it hasn't moved over yet because of the incorrect double charge for a lot of people.
I suggest you call MyNetFone and check for yourself instead of jumping the gun to the TIO.
Unfortunately, the general public don't really understand what the TIO are there for and instead abuse the privilege of having a body of support like them.
Unfortunately, the general public don't really understand what the TIO are there for and instead abuse the privilege of having a body of support like them.
I agree. The TIO should be a last resort when all other avenues have been exhausted, e.g. when MNF flatly refuse to deal with your issue. The TIO would be a lot more effective if it wasn't overwhelmed with unnecessary work.
I suggest you call MyNetFone and check for yourself instead of jumping the gun to the TIO.
MNF are their own worst enemy in this case. I sympathise with other who are having difficulties contacting them.
My ticket was FINALLY responded to 8 days after lodging it.
I asked four questions, and got answers for three of them.
The fourth question was relating to the double charge for July. MNF simply ignored it and pretended the question wasn't even there.
The fourth question was relating to the double charge for July. MNF simply ignored it and pretended the question wasn't even there.
You'll have to call up to get that fixed up.
Andorra
Argentina
Australia
Austria
Belgium
...
United Kingdom
United States
United States Mobile
Venezuela
Venezuela Caracas
Is thist list of 80 countries accurate? This list is the same as PT's orignal list.
Any changes on MNF?
Hi Corey@MNF,
Today it is 15 Aug. The credit of my account is still zero.
Credit has not been transferred yet.
Is something wrong with the process or only with my account?
My ticket was FINALLY responded to 8 days after lodging it.
I'm up to 7 days now so maybe it might not be much longer!
Today it is 15 Aug. The credit of my account is still zero.
Credit has not been transferred yet.
Is something wrong with the process or only with my account?
I am interested in the answer too, as I am seeing a zero credit in my account too.
I think the earlier email (back in mid-July?) said the credit transfer would occur by the end of July. I am not too worried by the delay, but if MNF can advise all affected of a revised date this could help clear some confusion...
Credit has not been transferred yet.
If you want to spend about (45 mins in my case just now), they can do it manually for you.
Call 181 and follow prompts :D
If you want to spend about (45 mins in my case just now), they can do it manually for you.
Lucky you, they told me to wait until the balances were transferred across :(
If you want to spend about (45 mins in my case just now)
I only had to wait about 7 minutes just now to speak to a CSR about the double charge for my Freedom plan for the month of July. I was asked to send them a screenshot of the Pennytel portal page showing the charge. We'll see what happens next. [MyNetFone Ticketing #1039244]
I also asked what was happening with the merging of old and new MNF accounts and was told this was still a work in progress.
[MyNetFone Ticketing #1035495]
Lucky you, they told me to wait until the balances were transferred across :(
It all depends on who you speak to as to what sort of treatment you are going to get. Others have posted that they have had their double charge issue resolved on the phone. Yet, in my case, I have had to email a screenshot and was told that they may be able to do it manually or they may have to wait until all these double charges are resolved in the accounts system.
merging of old and new MNF
I asked about this as well � (when you've got them on line might as well make the most of it). :)
The rep said to me it's not my department but I will raise a support ticket for me.
I am anticipating some drama because the account christian names are different (Bill and William).
So I know I'm getting old but stuffed if I can figure out this PT/MNF invoicing and ongoing charges.
On 22 July and 3 August I was billed $5.00 by PennyTel for the Freedom plan. Late July I cancelled my MNF PT Freedom account and received confirmation on 27 July that the account was cancelled. On 10 August I receive a $5.00 invoice from MNF for August service charges for MNF Freedom which is already cancelled (with 0 days to pay).
My PT balance wasn't transferred to MNF, PT are still taking $5.00 for the PT Freedom account which I migrated to MNF but later cancelled, and MNF are still charging me for a cancelled account. What a mess. Next it'll be the debt collectors for the unpaid $5.00 MNF account � I hope not.
On 22 July and 3 August I was billed $5.00 by PennyTel for the Freedom plan.
Make sure you take a screenshot of the Pennytel Payment History page while it is still accessible. Once access to the PT portal is denied, it will be more difficult to dispute these charges. I suggest you collect all the evidence at hand (screenshots, copies of emails, etc.) and email it to support@mynetfone.com.au. You'll have a ticket number to fall back on in the unlikely event the amounts are disputed and you need to go to the TIO.
Make sure you take a screenshot
Already done that, I got a screen shot of my PT balance as it was back in June too. I also emailed MNF last Thursday but no reply yet.
Hi There,
We have had a meeting today regarding this,
In short we have had a hold up with those who have accepted but not been migrated yet. They will commence again in batches next week. So please do not worry if you have not been migrated yet (as long as you have accepted Ts and Cs) as your service will not be affected if you are still running on the old infrastructure in the mean time.
Regarding the -135 or 135 software issue in portal this is being addressed and i will provide an update when this has been fixed. In the mean time i suggest setting a monthly top up/invoice top up option and having additional credit in your account in the mean time.
Regarding customers being double charged this has been addressed and i thank you for those who have sent me there examples. We are currently investigating what has gone wrong so we can stop this happening in future and once the problem has been prevented we will take on a reactive approach and apply credits where need be.
On behalf of the MNF Group and all staff we thank you for your patience and loyalty throughout this period as i understand some of you maybe frustrated with the migration process and although some of you may not have had the most pleasant experience in your transition to MNF. We will endeavor to make improvements on this as we can/see fit.
Thanks,
Corey
Thanks Corey for the update.
Thanks Corey for the update.
Agreed . It must be hard with so many pestering you about a few dollar of charges and when this and when that will happen but hang in there .Its bad enough reading all the whinges without having to address them politely.
On behalf of the MNF Group and all staff we thank you for your patience and loyalty throughout this period as i understand some of you maybe frustrated with the migration process and although some of you may not have had the most pleasant experience in your transition to MNF. We will endeavor to make improvements on this as we can/see fit.
Corey called me today and I am happy to say all my outstanding issues with MNF have now been resolved. Thanks again Corey.
Don't rush the transfer process! I still want to experience my 8c calls. ;-D
Corey called me today and I am happy to say all my outstanding issues with MNF have now been resolved.
Does that mean your double charge for July was reimbursed?
Does that mean your double charge for July was reimbursed?
As of the moment i am not reversing any double charges, as this will be done automatically and this will put a bug in the script as we will have no way to tell who and when were credited on there MNF account for the double charge.
Hi Corey,
I wrote to you on Friday afternoon. I'm wondering when could I could expect a response from MNF regarding problems registering a credit card. Unfortunately, Billing & Accounts have not replied to my ticket: 1037530 from 10/08.
Regards, Tom
Hi Corey,
Many thanks for your call and sorting my problem out!
All the best! Tom
Unfortunately, the general public don't really understand what the TIO are there for and instead abuse the privilege of having a body of support like them.
The TIO is a place to go to when you haven't had a satisfactory result from your dealings with a telco. It costs the telco money, and once they start to get enough TIO complaints, most telcos will pull their finger out and actually fix things. This transfer process has been a bigger epic fail than the census.
As of the moment i am not reversing any double charges
Yet some people have already had their charges reversed. So you make an exception for some but not for others?
Yet some people have already had their charges reversed. So you make an exception for some but not for others?
I have not refunded any customers. I have applied 2 credits to which we have been advised to hold off on due to the possibility of it reflecting any scripting.
Thanks
I have not refunded any customers. I have applied 2 credits to which we have been advised to hold off on due to the possibility of it reflecting any scripting.
OK. Thanks for your explanation. My apologies for misinterpreting. When users said a credit had been applied to their accounts, I wrongly assumed they had already received the money.
I have not refunded any customers.
umm... I got a credit applied to my MNF account on 3/08/2016, ticket #1033828 but my $20 deposit hasn't been transferred
@Corey
Having only just, minutes ago, received my SIM login details (after a kick up the butt for MNF from the TIO), I notice that the 'grandfathered' Go Global SIM plan now restricts calls to mobiles to TWO MINUTES.
This is nothing like the untimed calls to landlines / mobiles for 46c that the original plans cost.
The 19c per minute for 13/1300/1800 numbers apparently was successfully inherited from the original plan.
Am I reading this wrong, or does the 46c UNTIMED calls to numbers in Australia / selected international, now EXCLUDE calls to Australian mobiles? (which now cost 23c per minute)
Is it that MNF has also taken over PennySIM? I thought so at first but not sure anymore. PennySIM appears to be under a different arm of operation � with a different Account number, different portal, etc.
Can someone from MNF clarify the situation, please?
I notice that the 'grandfathered' Go Global SIM plan now restricts calls to mobiles to TWO MINUTES.
This is nothing like the untimed calls to landlines / mobiles for 46c that the original plans cost.
Please let me know where they stated this change to your Go Global plan.
I am on Go Local and my latest invoice showed an increase in data rate from 3 cents/MB to 3.8 cents/MB. I was never informed of such change. Call to support was given an irritating answer: " we will refund the overcharge for this invoice but rate will increase after that. We will now send you a notification in writing." Even that disgusting answer was extracted only after I challenged his repeated claim that "we cannot see any data charged incorrectly". I then told him to look at any single entry in my invoice to work out the rate and he refused on the ground that it would be impossible � don't know for what reason if the invoice is in front on his screen.
[edit: I was even asked to send them the Plan details. I wonder what's happening over there?]
To MNF Rep,
I have 2 PennySim that got transferred to MNF and am in need of 3rd one, was wondering if MNF can issue me new one and let me add to my account on same plan as my existing ones?
@Corey
Having only just, minutes ago, received my SIM login details (after a kick up the butt for MNF from the TIO), I notice that the 'grandfathered' Go Global SIM plan now restricts calls to mobiles to TWO MINUTES.
This is nothing like the untimed calls to landlines / mobiles for 46c that the original plans cost.
The 19c per minute for 13/1300/1800 numbers apparently was successfully inherited from the original plan.
Am I reading this wrong, or does the 46c UNTIMED calls to numbers in Australia / selected international, now EXCLUDE calls to Australian mobiles? (which now cost 23c per minute)
Hi There,
Could you WHIM me your account name please and i will have a look into this for you as i also deal with the TIO complaints here.
Please see the following inclusions with the Go Global plan
PennySIM
� $10 call credit (excludes SMS, MMS, & Data)
� 46c/standard voice call to Australian landlines & mobiles
� 46c/call to over 90 international destinations
PennyData
� 1GB Data per month, 3c/MB thereafter
� Standard Rates: (Calls are billed in 1 min increments)
� Local/National 46c/call
� Mobile 46c/call
� 13/1300 0c/call
� 1800 Free
� Web SMS 11.5c/SMS
� MMS 88c/MMS
� Voicemail deposit 5.5c/30sec
� Voicemail retrieval 16.5c/30sec
� International From 1.8c/min
� Click here for international roaming rates and all other charges
https://www.pennytel.com/internal/ratePage.jsp
Critical Information Summary
46c a call is for Australian numbers no matter if it is a landline/mobile.
I hope this clarify's a few things.
Thanks,
Corey
Is it that MNF has also taken over PennySIM? I thought so at first but not sure anymore. PennySIM appears to be under a different arm of operation � with a different Account number, different portal, etc.
Can someone from MNF clarify the situation, please?
Hi There,
Pennytel was acquired by the MNF Group in 2013.
Upon the decision to migrate services this year it was decided VOIP and stand alone DSL customers would move over to our MyNetFone brand and PSTN, PennySim and Bundle customers would remain on the PennyTel brand.
For Customers on the PennyTel brand the contact numbers for accounts and support are still unchanged.
For Customers on the MNF brand the contact numbers have changed. Please refer to our website on the contact us page.
Thanks,
Please let me know where they stated this change to your Go Global plan.
I am on Go Local and my latest invoice showed an increase in data rate from 3 cents/MB to 3.8 cents/MB. I was never informed of such change. Call to support was given an irritating answer: " we will refund the overcharge for this invoice but rate will increase after that. We will now send you a notification in writing." Even that disgusting answer was extracted only after I challenged his repeated claim that "we cannot see any data charged incorrectly". I then told him to look at any single entry in my invoice to work out the rate and he refused on the ground that it would be impossible � don't know for what reason if the invoice is in front on his screen.
[edit: I was even asked to send them the Plan details. I wonder what's happening over there?]
Hi There,
I do apologise for this as data is being charged at 3c per MB currently.
If this is the case as to what has happened I will ensure training is provided to staff in this area and see what went wrong and fix the rates in our billing system if this is what has caused this.
I apologise for the experience you have had we will endeavor to improve this.
Thanks,
To MNF Rep,
I have 2 PennySim that got transferred to MNF and am in need of 3rd one, was wondering if MNF can issue me new one and let me add to my account on same plan as my existing ones?
Hi There,
Unfortunately at present PennyTel is not taking on new services. I do apologise for the inconvenience.
Thanks,
Thanks Corey.
I have sent you a PM.
Thanks for the swift reply Corey.
When I view any of my mobile services services in the portal, and click Plan Description/Terms: click here to view in the Plan Info box, a pdf is downloaded showing the terms / costs of the Go Global Plan.
7. Rates of Services:
Go Global
Standard national voice calls (landline and mobile) 46c/call
International voice calls (to listed destinations) 46c/call
13, 1300 and 1800 numbers (within Australia) 19c/min
Cost of a standard SMS (worldwide) 11.5 cents
Cost of a standard MMS (worldwide) 88 cents
Voicemail deposit 5.5c/30secs
Voicemail retrieval 16.5c/30secs
Two minute standard national mobile call
including flagfall 46 cents
Cost of using 1 megabyte (MB) of data (for any
additional usage exceeding 1GB) 3 cents
Flagfall 0 cents
Non-flat rate calls are billed in 1 min increments.
If you restricted your use solely to Standard National Mobile
Calls each of two minutes in duration, you could make at least
21 calls (based on a $10 monthly allowance).
For the full list of international call rates, visit
www.pennytel.com.au/penny-sim/plans/go-global
For the full list of international and national roaming rates, and
other charges, visit www.pennytel.com/internal/ratePage.jsp
That's a relief that it's incorrect, I'll whim you the account details
Incidentally, the ratePage.jsp link (including yours) throws up an 'Insecure Connection' error for me
www.pennytel.com uses an invalid security certificate. The certificate expired on Saturday, 31 May 2014 7:59 AM. The current time is Wednesday, 17 August 2016 5:49 PM. Error code: SEC_ERROR_EXPIRED_CERTIFICATE
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