whirlpool

You should have got a Device Setup is Complete email giving the voip number and password for each transferred number

I transferred 2 PT numbers and I can see them both on the portal, but only received a single Device Setup Complete email listing one of the numbers and password which I have set up OK.

Should I have received a separate email for the other number or should the details of both numbers have been in the one email?

EDIT: Called MNF and they sent me the details for the second number. I may have deleted the 2nd email thinking it was a duplicate. Anyway all good now, 2 numbers both working.

ykfc writes...

In that case I have already got the username but why MNF has not sent me the password to logon to their portal?

Did you get an email titled Customer Detail? When you open it, you'll see Login Details. Then, under User Details, you'll see your Account Username (888xxxxxxx) and your Account Password, as well as your Email Address. This is the username and password you need to log in to the portal.

ozTechZone writes...

My DID (brought over from Pennytel) is also not working

I had a check over my PAP2T settings tonight, and I got my DID to work. In advanced settings, I had an Outbound proxy setting set to another provider. I cleared this, and the DID worked. I did check in the MNF portal first that the DID was set to my VOIP number extension. Its good to be fully working again.

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My PT settings are still working with my Asterisk box but I thought I'd better change them to MyNet ones.

OK I could spend hours working it out but tried the guide at;
https://www.mynetfone.com.au/media/support/downloads/asterisk/config/MyNetFone_SIP_Setup_on_Asterisk_FreePBX.pdf

What an abortion of a guide! Nothing about incoming settings (are any needed?) and nothing about line registrations.

MyNet need to tidy this document up or generate a simplified one and please clarify how and which, of the many numbers they have emailed to me, should be used and where. The emails / account portal infers I have either 2 or 4 VoIP lines and the pull downs for DID infer I have 3 DIDs � when I thought I only had 2. I seem to have one user name and 2 account numbers to work with the 3 DIDs and 4 VoIP lines ~~and appear to have to use G729~~ all very confusing. Edit � established I could change CODEC via portal

I've had no issues setting up 4 other VSPs on the Asterisk box so why have MyNet made it so confusing? I allocated 30 mins for attempts at second guessing, that time has expired so maybe I just forget about porting to MNF.

My final plea � please make it clearer MyNetFone.

P.S. Please don't suggest I phone the Help Line! From what others have reported I don't have the patience to wait for 30 + minutes to talk to another country just to establish how to make the basic configuration settings for their service.

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I've had no issues setting up 4 other VSPs on the Asterisk box so why have MyNet made it so confusing?

I dont have FreePBX so dont know what goes in which box but my setup is no different from my other vsps so if you copy what you have for other vsps it should work. The (vsps) template contains all the common stuff re codecs etc. All other vsps use the same template and the same 5 specific entries plus a register string.
register=>098011000xxxxx:secret@sip70.mynetfone.com.au/098011000xxxxx

[mynetfone2](vsps)

secret=xxxxxxxx emailed password
host=sip70.mynetfone.com.au
defaultuser=098011000xxxxx
fromuser=098011000xxxxx
context=incoming_mnf2

This [section entry] is used for both incoming and outgoing calls . Asterisk doesn't require 2 separate trunk settings although FreePBX may.

Just for others that may have come across this confusion in MNF control panel.

I noticed my used sms's did not marry with my monthly date and after calling support found out that...
Bundled SMS's is reset to 50 at start of month not at same time as next billing date.

For eg my next billing date is 10/08/2016 but my free 50 sms's will not update with another free 50 until start of each calendar month.
I'm on freedom Plan

Hope that helps others.

I know this has been discussed before somewhere in these 84 pages but I can't find it. Is there any way to increase the lines if I mistakenly put in only 1 line when changing over?

this has been discussed before

Yep quite a few times.

For ease of searching, convert the page back to archive viewing, (it becomes one long page) search for 'increase' � and you find all occurrences of the search word. Scroll down until you find the relevant comment/post.

But to save you the bother :)

From Coreys posting....

whrl.pl/ReD760

Edit � established I could change CODEC via portal

Where in the MNF portal do I do this?

Is there any way to increase the lines if I mistakenly put in only 1 line when changing over?

I was in the same situation as you. All I did was contact MNF support to increase my SIP lines.

Which they thankfully did. :)

Which they thankfully did. :)

Free of charge?

Nathan@MNF writes...

Example Offer Plan: PT Freedom $5/Month

Inclusions:

Free MyNetFone to MyNetFone calls
280 FREE CALLS to over 80 destinations (as above)
$0.08 PER CALL to over 80 destinations (as above)
50 Free SMS
ALL transfered DID's FREE. Then $5/year for any new DID's you purchase

According to the above post, it should only cost $5 a year to purchase a new DID. I have found that, when I go to purchase a new number, the software wants to charge me $30. Could MNF please have a look at this.

Free of charge?

Yes, it was free of charge.

Thanks to the Service delivery team at MNF. ;)

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Yes, it was free of charge.

Thanks, that's good to know, although this news comes a bit too late for our neighbour. He found that he could only receive incoming calls on one device (having only 1 line) so he signed up to Siptalk, where he could add as many lines as he required free of charge. He put all his lines in a queue and now receives incoming calls on all his devices.

If MNF had made it clear that people, who had missed out on applying for 4 lines, would be able to apply for up to 4 lines after the fact, it would have made things a lot easier and created good will.

this news comes a bit too late for our neighbour. . .
. . . he signed up to Siptalk

So stop advising people to go to Siptalk then LOL

Looks like things are moving forward....noticed that the credit card on my pennytel account has been deleted, so auto topup will not activate when they transfer my funds to Mynetfone.
I was unable to delete myself and could not turn off auto top up.
So 1 less worry...overall very happy with my transfer all working do miss some of the features I used previously. Like SMS records of what was said, address book.
Also wish the MNF sms app would record the sms in native app like the Pennytel sms app did.
If anyone knows the creator of the Pennytel app maybe they could convert back to MNF.

loudon writes...

I am still using PennytelSMS.

It works OK with my new MNF account.

... and allows me to choose between MNF, Exetel, Global, etc...

I actually have 2 different users set up � so I can send sms for business and private uses.

was wondering how you are able to get the pennytel sms app to work with other providers I would love to be able to use the pennytel sms on Mynetfone as the pennytel sms recorded the sms in native app records.

any info appeciated

I have an existing mynetfone adsl account and I would really like at some stage to be able to merge my mynetfone voip account into it. I've read here that instructions on how to do this will be available by end of June. Has this option been delayed?

I would really like at some stage to be able to merge my mynetfone voip account into it

raise a support request asking them to be merged.

A callback service for customers sitting on hold would go a really, really long way. I've been on hold for 25 minutes now waiting to find out why my inbound calls aren't working and where my PT credit is.

This is appalling service.

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I just hung up after 46 minutes on hold. How is there callback option from a telephony provider????

Ticket 1029437 has been logged online, if it's not sorted by 5pm Sunday I cancel that night.

Edit: 7 minutes from logging case is all it took to be resolved. If I had done that first would I have been so lucky as to have not wasted 46 minutes on hold? LOL

Free MyNetFone to MyNetFone calls

But how do I remember my friends MNF number when its so long 098011XXXXXXXX?
Is there a way to make it easier or shorter other than them having to pay for a DID?

jobce writes...

But how do I remember my friends MNF number when its so long 098011XXXXXXXX?

Add it to your contacts or phone book.

Has this option been delayed?

Yes, it has. According to Corey, instructions for merging of accounts will be available in August.

jobce writes...

But how do I remember my friends MNF number when its so long 098011XXXXXXXX?

Include the number, or several numbers, in your dial plan and use single key shortcuts to access/dial the numbers.

Hi There,

At present the only way for this to be provisioned is manually. So you will need to call our MNF sales team on 1300 731 048 to purchase these at the $5.00 Price.

Our software team will look at adding this into the portal for migrated PT customers in the near future. We would like to apologize if this causes any inconvenience.

Corey,

Seems things are now happening with the credit transfer from PT to MNFPT.

I put $10 in to the new MNFPT account as it was in negative balance, got a confirmation email that it had gone through a few days later. I know they let us go into negative balance, but as they have allowed it I thought I'd spend a few bob with them just in case there was to be any issues. Not really a risk, after all how often does a VSP go belly-up :)

Checked credit balance today, its actually short by the amount held on the Pennytel account.

The wheels are turning!!.

VK2XXY writes...

Where in the MNF portal do I do this?

My Voice Service Advanced tab.
Maybe you dont have one. I can remember from way back not everyone has one but I cant remember the reason now. Mine has always been there but it doesnt work anyway as I have mine set to G711A 20 ms but Invites atways come in with G729 first priority.

My Voice Service Advanced tab.
Maybe you dont have one.

No advanced tab for me.

VK2XXY writes...

No advanced tab for me.

I have come across this before as I stated . Mine is the 6th tab after Follow Me and Voicemail.

6th tab

Only 5 here.

What's the action url? eg. /myaccount/VoiceFollowMe.action

VK2XXY writes...

No advanced tab for me.

You get an Advanced tab if you bought a locked MNF device.
It's basically used to adjust a few settings on your ATA/device which you wouldn't otherwise have access to.
You don't need it if you don't have a MNF locked device.

So you will need to call our MNF sales team on 1300 731 048 to purchase these at the $5.00 Price.

That's OK, thanks Corey.

Our software team will look at adding this into the portal for migrated PT customers in the near future.

That would be good. Thank you.

-Phil- writes...

Waiting in vain for support to get back to me after sending email some 6 days ago.

Still waiting... 18 days now.

Some progress though. Registering moves the result code to from 480 to 503 and MNF to MNF actually works. Regular DID calls fail.

If registration is required for outbound calls this will be different from my original MNF extensions.

-Phil- writes...

If registration is required for outbound calls this will be different from my original MNF extensions.

No I have a voice gateway set up to use one of my sip70 accounts without registering and it works normally without registration.

No I have a voice gateway set up to use one of my sip70 accounts without registering and it works normally without registration.

This is interesting, and I saw you and some others testing this recently (on another thread?).
I'm sure MNF must have changed something for this to work.
Years ago, when people were setting up 3102's I seem to recall that MNF would not work on a gateway. It had to go either on the line tab or it could also work for outbound calls when set up on the PSTN tab, but not on a gateway.

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onhold writes...

This is interesting,

Yes I thought the same but then Phil posted this.
/forum-replies.cfm?t=2215053&r=50895529#r50895529
Since then I have both mnf/pt and tc working in this manner. I guess there is no way they would not work . When they get an invite they see from username it is in their database so they send a request for a new invite containing authentication eg a hash of realm, password , secret string they sent you etc. If this agrees with their hash of the same quantities then you are genuine so the call is setup and proceeds. Maybe it just the way the obi formats the invite but I dont have any other device to try it with.

onhold writes...

I seem to recall that MNF would not work on a gateway.

Your recollection is correct. Some years ago I discovered registration was not required.

I spoke too soon.

I thought my DID I had with PT had come over as it did work.

Then today, it ceased working on the transferred account and worked on the Old PT account.

What is happening? This is not about the residual balance coming over, but the ability to use the account.

Thanks.

onhold writes...

Years ago, when people were setting up 3102's I seem to recall that MNF would not work on a gateway. It had to go either on the line tab or it could also work for outbound calls when set up on the PSTN tab, but not on a gateway.

Actually, I'm pretty sure I ran into this the other day with a Sipura 3000 but I want to retest. From what I observed the Sipura always sends the user id configured for the proxy in the SIP "From" header regardless of which gateway it is using. Pennytel responds with a normal "authentication required" error response and the Sipura sends it the userid and password configured in the gateway as part of the authentication response in the reissued invite and Pennytel is happy to accept that even though the "From" header remains meaningless to them. The other VSPs just refused the original INVITE with various error codes. The response for MNF was "Bad gateway".

I assume the theory about registration being required is because in the Sipura 3K and similar devices the proxy entry needs to be used for outgoing calls with MNF and many other VSPs and of course the proxy entry is the only way to receive incoming calls. However, one can turn off registration in the Sipura 3K and I've yet to find a VSP that refuses to accept outgoing calls in that case.

The moral of the story is the some of us Pennytel immigrants will need to upgrade our systems to have our devices capable of calling either MNF and another VSP without configuration changes. Running a switch or SIP proxy on some existing hardware is probably the cheapest way to do that.

The obi ata voice gateway is set up with its own sip proxy , userid and password then 'borrows' a sip configuration setup for another trunk. This results in the gw Invite being almost identical to one sent by the 'borrowed ' trunk acting alone including all the media information. The only differences being the gw sip proxy, userid and password have been used in setting up the Invite pkt. The Contact : uri information however always remains that of the 'borrowed' trunk so there is no way an incoming could ever be routed to the gw trunk.

I have a voice gateway set up to use one of my sip70 accounts without registering

Thanks for confirming that Rob.

So I have sorted out the confusing number of numbers! and got my lines registered and working on my Asterisk box.

My Voice Service says I'm using a Linksys SPA942 � which I am but behind Asterisk � as the MAC Address matches one of my SPAs I assume this has somehow filtered through from Pennytels account history � Was this why I had 2 number for Registration and another 4 line numbers ?

Now I'm struggling with My Accounts � Auto Payments I don't seem to be able to set either of the two Auto Topup options � Triggered Topup would probably be my choice but, despite what other MNF literature says, it wants me to keep a balance of $135 in the account � this is far too much to put "at risk" as I don't make that many calls. On the Auto Topup page Current Topup Level and New Topup Level have no setting boxes and all I can do is select a sum in the Pay Outstanding Balance box � but as yet there is no outstanding balance.

Can someone from MNF explain how Auto Topup works and how to set it as it does not seem (for my account) to follow the various FAQs etc.

I can't use pennytel any more but credit didn't transfer to new mynetfone account. My new account got 0 balance.

sksksk writes...

I can't use pennytel any more but credit didn't transfer to new mynetfone account. My new account got 0 balance.

I think old PT balances are being transferred in August.
In the mean time if you use the new MNF account, it just goes into negative balance I believe � so it can be used.

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Does anyone in MNF EVER get back to you? I've tried email and phone. Phone is just a message, and email just gets an auto reply then nothing. It's only been 3 weeks since I sent in a support request, so I guess I shouldn't be TOO fussy.

Well the whole transfer to MynetPhone is complete waste of time for us, weeks without a phone , no one ever phones us, just a lot of text goobly dook, So unless Mynetphone fixes the problems caused by themselves in the next day or two we are of to a better service provider and we advise any one else having the same problems just dump MynetPhone!

drep writes...

no one ever phones us

Your best bet is to call them on 1300 731 048. You will be in the queue for quite a while but, once you get through, they should be able to solve whatever problems you are having with the migration process.

we advise any one else having the same problems just dump MynetPhone!

People make up their own mind whether the migrated plans are of value to them. If they think the new MNF plans are still good value, they will spend some effort making sure they are successfully migrated, e.g. by calling MNF support.

We had our own problems, but, with a little patience and perseverance, we managed to get them resolved and our service is now up and running.

Your best bet is to call them on 1300 731 048. You will be in the queue for quite a while

I found that dialing 02 80088000 produces the same result as dialing 1300731048, ( i.e you join the queue but you do not pay the 1300 premium rate). Although I am now a registered MNF customer, I am unable to to call them on their so called free number (181). I have mentioned this to CS but nothing gets done about it � one operator told me because my account is in negative balance, that is probably the reason ! ! Like many others, I don't think I'll be with MNF for much longer

moye writes...

I am unable to to call them on their so called free number (181). I have mentioned this to CS but nothing gets done about it � one operator told me because my account is in negative balance, that is probably the reason ! !

I'd say the CSR is probably correct as I can call 181 without any problems. I recently added $20 to my migrated account.

Hi All
Having migrated to MNF for voip and ADSL just a quick question � if you want to call 13 1300 or 1800 numbers do you still put 61 in front of them
TIA

shebrett46 writes...

if you want to call 13 1300 or 1800 numbers do you still put 61 in front of them

No. There is no need to put 61 in front of any numbers.

Thanks

moye writes...

I am unable to to call them on their so called free number (181).

I too am unable to use the 181 selection options . 121 and 151 work i.e they recognise the DTMF phone keypad selections. I get into the 181 menu, but the selections do not work. I seems they have deliberately disabled them.

Also how does one make it possible to dial out to a local number in vic without appending the (03) prefix?. I have to always add the 03 before dialling out.

I too am unable to use the 181 selection options

I just tried and connected ok and could step through the options without any problem. I was using the sip70 proxy.

Also how does one make it possible to dial out to a local number in vic without appending the (03) prefix?

In the original mnf accounts this was done automatically based on your address . I have also been using the sip70 account without an area code for nsw but if you didnt have an original mnf account you may have to wait until things settle down . A lot of devices let you do it with a dial plan. My sip70 account is in negative balance for more than my PT balance when it comes and this has not stopped me using it to make calls.

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I was using the sip70 proxy.

I too am using the SIP70 proxy. As I said selections work for 121 and 151 numbers. Seems that mynetphone has disabled the 181 options just to avoid being inundated with help calls from migrated pennytel customers? Not very good service I say!

In the original mnf accounts this was done automatically based on your address

I think I could set those options on the penneytel website. There are no such option settings on the mynetphone website

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Not very good service I say!

My post above was referring to my call to 181. It worked perfectly and the options have not been disabled . I never tried 121 or 151

There are no such option settings on the mynetphone website

No once again as I posted this is done either automatically or by support.

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I have a Sipura 3000 ATA box

I am not familiar with this model but check out the Appendix in this guide.
http://www.jmgtechnology.com.au/spa_3000_guide.pdf
It would probably be something like <:03>xxxxxxxx

Edit . No that would add 03 to every 8 digit number . More like <:03>[ ] xx etc where this is your local dial plan so it only adds the area code to a local number.

Interesting, I managed to get my accounts working for outgoing. Incoming is dead though. It seems Tel$stra does not recognise the DID "the number you are calling is disconnected".

Stuffed if I can see a setting that would prevent that from working, so I assume this is a problem on the MNF end.

PS, can someone please explain to MNF that "shortly" does no usually equate to 30mins+ waiting. "Hang in there" he says... shoot me now.

It seems the call is not THAT important to them.

-_-

Acrimonial writes...

Tel$stra does not recognise the DID

Mine works when I use the +61 or international format for the number.

https://www.mynetfone.com.au/media/support/downloads/sipura-spa3000/config/config.html

A lot of devices let you do it with a dial plan

I have a Sipura 3000 ATA box. Can you guide me how to do it?

This is the dial plan for Sipura 3000 on the mynetphone website

(*xx.|000S0<:@gw0>|121S0|151S0|181S0|[2-9]xxxxxxxS0|0[23478]xxxxxxxxS0|0011xxx.|1800xxxxxxS0<:@gw0>|1300xxxxxxS0|13[1-9]xxxS0|<#0,:>xxx.<:@gw0>|xxx.)

What do I need to change?

Should it be?

(*xx.|000S0<:@gw0>|121S0|151S0|181S0|[2-9]xxxxxxxS0|0[2478]xxxxxxxxS0|0011xxx.|1800xxxxxxS0<:@gw0>|1300xxxxxxS0|13[1-9]xxxS0|<#0,:>xxx.<:@gw0>|xxx.)

Please help me.

This is the part I changed

0[2478]xxxxxxxxS0

which was previously

0[23478]xxxxxxxxS0

I removed the 3

Edit . No that would add 03 to every 8 digit number . More like <:03>[ ] xx etc where this is your local dial plan so it only adds the area code to a local number.

Can you write the complete dial plan for me correctly? based on my post above?

Thanks in advance.

Can you write the complete dial plan for me correctly?

I used this successfuly from Melbourne.

(*xx|000S0|0011xx.|0[23478]xxxxxxxxS0|09xxxxxxS0|1[258]1S0|1[38]00xxxxxxS0|13[1-9]xxxS0|<:03>[29]xxxxxxxS0)

-Phil- writes...

I used this successfuly from Melbourne.

Thanks Phil

Can you write the complete dial plan
<:03>[29]xxxxxxxS0)

As Phil has posted this adds 03 to any 2xxxxxxx and any 9xxxxxxx number. If you dial other Vic numbers just add them into [29] . S0 means then dial out immediately.

Thanks Phil and Robnll

I've just got round to logging into the new MNF account. I haven't yet set up my voip account on the frizbox. I have noticed on the account page, my previous PT balance of around $70 has disappeared and my current MNF balance is zero. Is there something more I need to to do for it to show up on my account. There has been 825 new post in this thread since my last visit, so I haven't had a chance to read through if this has already been covered

Pennytel sip has stopped for me and I have successfully moved over to mynetfone using the settings in the emails. Also working in net2max after I waited overnight for new settings to kick in. Regarding dial plans, I am using zoiper so essentially its sent raw. I have found, for Australia, +61413xxxxxx, 61413xxxxxx, 0413xxxxxx so great for using the one phone book. Calls to Thailand simply +66xxxxxxxxx or 66xxxxxxxxx but I did notice the dialing usage log prefixes 0011.

Funds still haven't been transferred over but did get an email saying this will happen.

Nutztoyou writes...

Is there something more I need to to do for it to show up on my account.

Nothing except wait till August when, some sunny day, the PT funds will reappear automagically.

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Hi, i am trying to do a $2 BPay topup to my Pennytel Account before Friday. As after the migration to MyNetFone, the minimum topup is $10 by BPay.

Pennytel states the BPay Biller Code is 84350, but my Bank HSBC says no its not. The Bank says the Pennytel BPay Biller Code is 0000256842.

Anyone got any advice, which is correct?

Thanks for any help

84350, but my Bank HSBC says no its not.

So does mine. That biller code no longer exists.

The Bank says the Pennytel BPay Biller Code is 0000256842.

That code comes up as Pennytel Australia. I don't have a PennySIM account so I cannot check whether this is the biller code used by Pennysim users.
I don't know if it is wise to add more funds to Pennytel at a time when they may well be closing off the books and calculating the credit transfer amounts. Then again, if $2 is the most you have to lose, you may think it worth the risk. If I were you, I would lash out and put $10 into MNF. :)

Then again, if $2 is the most you have to lose, you may think it worth the risk. If I were you, I would lash out and put $10 into MNF. :)

Cheers buddy.

MyText SMS, can you only register one number at a time?

I registered one number today, they charged me 5 cents, balance in porta -5 cents; cannot see how you can register another number?

Also is there a generic access number like the old Pennytel access number 02 8989 8800 � This number no longer works BTW....

Or is it specific to region like Brisbane 07 3147 6666

Just called customer support MyNetFone, waited half an hour. They knew nothing, no help at all.

Thanks for any help

The Bank says the Pennytel BPay Biller Code is 0000256842.

I don't have a PennySIM account so I cannot check whether this is the biller code used by Pennysim users.

Can confirm: 256842 is the billing code for the new PennySIM Portal.
You won't be able to add funds to your VoIP account using that code.

Also, I just got the email from MNF � funds transferred! Hooray :)

MyText SMS, can you only register one number at a time?

Yes, only one number.

Also is there a generic access number like the old Pennytel access number 02 8989 8800 �

There are access numbers for a number of places around Australia. Here is the list.
As explained on the page, you need to register your number before you can use the service.

~christina~ writes...

Can confirm: 256842 is the billing code for the new PennySIM Portal.
You won't be able to add funds to your VoIP account using that code.

Thanks for confirming.

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~christina~ writes...

Also, I just got the email from MNF � funds transferred! Hooray

So did I. The balance shown does not seem to reflect this having happened and there's no way to view the transaction by which it was done.

I'm skeptical.

EDIT: This morning, I've had an email to say they tried to charge my stored credit card and it failed. There should be no good reason for this. I will not be making a manual payment � I expect their automatic debiting to work.

On the former PennyTel portal, you were able to see a list of financial transactions, such as amounts owing, credit card charges etc. This new portal needs the same feature.

ThirdRonnie writes...

The balance shown does not seem to reflect this having happened

Mine was transferred to my PennySIM account � the balance there says "Your account balance is currently: $0.00 � $9.83 in credit" , which is a bit confusing, but it seems to be there.

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I've set-up MNF on a Softphone, but when I ring my own Telstra mobile number, it goes straight to voicemail.

If I ring from my work VoIP account to my mobile, the mobile rings as normal.

So it's not a problem with my Telstra mobile.

Any suggestions on how to fix it?

EDIT: I think I figured it out. My caller ID on the VoIP is my mobile number. So because I'm calling myself, Telstra is sending the call straight to voicemail?

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nickster12345 writes...

when I ring my own Telstra mobile number, it goes straight to voicemail

Yes weird stuff. It happened to me too. Called my virgin mobile phone from the VOIP phone and it went to the virgin mobile voicemail message system. There is a long pause before this happens.

The second time I tried it rang properly.

I tried it again and the same weird thing happens. I am using Sipura 3000 ATA

I tried my Landline to mobile phone and mobile phone rings properly.

Try it again and let me know if the same thing happens again. Then there is a problem with mynetphone's systems.

Edit: Now it is ringing my mobile. They must have fixed something. But 181 number sub-choices in the selection menu are still not being recognised. Some DTMF problem at their end? Technical support is looking into the matter.

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Just been onto support (181) and they added the 3 extra sip lines for me as discussed earlier in this thread.
Got to say I was impressed with
1 � Not much of a wait to actually talk to someone
2 � Satisfactory outcome achieved :)

Been playing and now I have my DID ringing my c470ip, Sipura 3102 and mobile phone simultaneously.
Anyway keeps me off the street ;)

I changed my Pennytel details to MyNetFone in my ata at the end of June and have not used my Pennytel Account for the entire month of July as the MyNetFone replacement has worked without problems.
But I have checked on occasions to see if the credit was still sitting in my Pennytel account I have $8.39.
Tonight I was surprised to see only $3.39 yes I have been charged today the 27 Jul $5.00 for my freedom account for July which I also paid $5.00 in MyNetFone at the beginning of July when they gave me my 280 calls and 50 sms.
Wonder if I will see the $5.00 again when they transfer the balance from Pennytel to MNF

nd they added the 3 extra sip lines for me

for free?

I got charged $19.95 to add a second line (but then got $10 call credit). So it cost $9.95 for a second line.

nickster12345 writes...

for free?

I got charged $19.95 to add a second line (but then got $10 call credit). So it cost $9.95 for a second line.

What are these extra lines. Can someone tell me?

this post was edited

Married to Christ writes...

What are these extra lines.

If you want to use several devices, you need an extension, line or endpoint (all these words mean the same thing) for each device. Every line will have its own MNF number and password.

This will give you the capability of calling between extensions, which is free, by the way. It will also give you the capability of receiving incoming calls to your DID, should you have one, on all or some of your devices. This can be set up in the Follow Me section of the portal.

You can actually put the same line in various devices and you should be able to call out OK from each device. The problem you will have, though, is that incoming calls will be hit and miss. They will usually go to the device that was last registered, which is probably not what you want. Hence the need for several lines.

In the original migration offer, we were offered 4 lines for every PT number we had. For example, I had three PT numbers and now have 12 MNF extensions (4 for each PT number). As, at the time, no explanation was given, a number of people overlooked the dropdown box for selecting up to 4 lines or didn't understand why it mattered. Now that they understand, they would like to apply for the 4 lines.

Some of these PT migrants have contacted MNF support, explained the situation and have been allowed the extra lines (up to 4) free of charge.

If MNF support are trying to charge you for the extra lines, explain that other PT migrants have received the extra lines for free. If, after the explanation, they still want to charge you, ask to speak to a team leader.

I cannot seem to find a customer information statement for the Mnf Pennytel branded go global pennysim plan. Looking at my call data in the new portal I seen only GPRS connection no 3g or 4g. Also this data is billed. Nil is included. My old plan had 1gig data/ month. Does this no longer apply?

nickster12345 writes...

for free?

Yes � just looked up my details and said you are transferring from Pennytel and we can do it.
Maybe because mine is one with a monthly fee and DID (old Pennytel freedon plan) being moved over.
I did say that I had missed the opportunity to select 4 lines when the offer came.
Like most here I also didn't know that MNF didn't allow multiple registrations.

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Grat writes...

Hi There,

As 1gb of data is included in this plan monthly and charged 3c per mb there after. The invoices will show charges for this data and then take off 1gb of it at the end. Please double check this.

GPRS is the name we are currently using as our data descriptor. However depending on what area you are in you should still be able to access the 3g network.

Thanks,

Hi MNF team,

Just switched from PennyTel to MNF and all appears well, so that's a relief and a thank you to the MNF team for getting us there in the end.

Just a question around the CIS for the PT Freedom plan � the offer states 8/c call to over 80 countries but there is no reference to what those countries are. The one communication I have seen from MNF on this has been a post on this thread from Nathan who references the PennyTel website. So will MNF be providing a list of the 80+ countries for reference before the PennyTel website is shut down forever?

Thanks

my DID from PT still isn't working.
Everything else is fine.
is MNF still migrating the DID numbers?

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my DID from PT still isn't working.

Have you checked that the DID is attached to the line you are using? If you have more than one line, chances are that the DID is attached to a different line to the one you have registered in your device.

If that is indeed the case, you have two options. Either enter the details of the line with the DID attached in your device or detach the DID from the line it is currently attached to and attach it to the line registered in your device.

this post was edited

I can't help but notice that this thread has gone very quiet over the last few days. This probably means that those who have successfully migrated are now happily using their new service and enjoying the improved call quality. It could, of course, also mean that those who haven't successfully migrated have given up and gone elsewhere.

The MNF reps have also been very quiet. As the transfer of the PT credit balances is supposed to occur in August, I can only assume that the PT books will be closed off this weekend. I also expect the PT portal to disappear from our browsers in the very near future.

Personally, I am happy with the end result. The three people I helped with their new setup are all happy. We had a few hiccups along the way but it all got resolved to our satisfaction. Well done, MNF, keep up the good work!

By the way, Corey, remember that you promised to give us information in August regarding the merging of existing MNF portals with migrated portals. I will start bugging you about that in a few days' time. At the very minimum, I would like to be able to share credit across both portals. It doesn't particularly bother me that the portals remain separate as long as my migrated portal has access to the credit I have in my old MNF portal. Another popular VSP has a feature where you can send credit from one account to another. This would be very handy as it wouldn't involve support at all.

It could, of course, also mean that those who haven't successfully migrated have given up

I'm one of these.

Day 25 and counting since I raised a ticket because my new extensions do not work. When PT goes, so do I.

I am one that migrated from Pennytel, I was with them from the time they first started My Router/Modem is a Fritz Box 7360 and it is still set up for VoiP to Pennytel. I have asked MyNetFone if they could email the set up details for this Modem, they have not answered after a number of weeks. What I do have, is their letter with the "Device Configuration Details", but I have not been able to find where these settings go in this particular Modem. If anyone has a FritzBox, and you have set it up, I would appreciate it, if you could give me some instructions.

aussietaff writes...

If anyone has a FritzBox, and you have set it up, I would appreciate it, if you could give me some instructions

Try this.

whrl.pl/ReAGa1

As the transfer of the PT credit balances is supposed to occur in August, I can only assume that the PT books will be closed off this weekend.

Migrated to MNF weeks ago, just fired up a softphone app with my old Pennytel credentials, its still registers and can make calls

Many other people still waiting for their Pennytel credit to roll over to MNF?

shazosbourne writes...

Many other people still waiting for their Pennytel credit to roll over to MNF?

I am. It is supposed to happen in August.

I am. It is supposed to happen in August.

Me too. I don't think anybody has had PT credit transferred to MNF yet.

Since it looks like PT sip servers are still registering, I don't think the PT accounts will be closed off in a hurry. I don't think we can rely on any dates suggested, going on past performance. This is no real problem for so long as MNF continue to allow us to use MNF accounts even in minus credit. I will be looking to link my two ex-PT accounts to pool the credit once it been transferred, and the way things are going, MNF will want me to do that too, if it wants to clear a minus credit.

I suggest that you keep an eye on your pennytel balance especially if you have a freedom account or an account that has a monthly fee.
I was charged the $5 monthly freedom fee for July on the 27 July posted as an adjustment.
That is despite having not used the freedom account on pennytel as they had successfully transferred
my account to Mynetfone and it was working including the DID.
They had already charged me the $5 for the freedom plan for July on the Mynetfone account at the beginning of month when they gave the 280 calls and 50 sms credits.
I sent in a complaint 3 days ago to MyNetFone but have heard nothing back.
I am sure I would not be the only one charged so suggest you all double check you balances before they close down the pennytel site.

a feature where you can send credit from one account to another. This would be very handy as it wouldn't involve support at all.

+1.

Malleys writes...

This is no real problem for so long as MNF continue to allow us to use MNF accounts even in minus credit.

So on a $0/mth account, with $0 credit, (waiting on my 20 odd dollars to come over from Pennytel) I can still make calls? I use my account infrequently, but would like to use my account without adding more money to it.

shazosbourne writes...

So on a $0/mth account, with $0 credit, (waiting on my 20 odd dollars to come over from Pennytel) I can still make calls?

Yes.

Well my experience with MNF "customer service" has been pretty sad so far. A support ticket I tried to open was replied to with barely understandable English that I think was asking me for an Australian number. I provided them with one, but was not called back. In fact the original phone number I gave them was Australian, so I don't know what they were on about anyway.

So I decided to get on the front foot and call their support. Well, as I write this I have been on hold for 34 minutes, and I don't know how much of my weekend I want to invest in trying to reach MyNetFone. Pennytel always had pretty crappy customer service, but at least they had live person you could message in real time on their site.

The MNF phone message has some sombre sounding guy who likes to start his spiel by saying "Did you know...."

Well, MNF, did you know that just about every telco now has a service whereby you can leave your phone number and they call you back when they are free, to avoid people waiting endlessly on hold.

My VoIP service with MNF does not work. I need to get it sorted today, but can't wait on hold all day to do it.

I was charged the $5 monthly freedom fee

My Pennytel account still shows a positive balance while my MNF one is in negative territory waiting the transfer.
However I can't see how my Pennytel account could incur any further charges as my credit card details have disappeared.
Did your credit card details remain or did they still manage to debit your card even though it was (presumably) not there?

However I can't see how my Pennytel account could incur any further charges as my credit card details have disappeared.

When you still have a positive balance, you don't need to have a credit card registered to be charged. All it means is that your balance decreases by the amount charged. I thought that would be obvious.

Of course, if the PT account is no longer used, there should not be any charges at all. Migrated plans should be charged in the MNF portal.

I understand where you are coming from � I am not worried about my account at all however I probably incorrectly assumed that the poster I was replying to had his card debited.
I can now see that may have instead just come off his existing balance � this had not incurred to me (tunnel vision) :glad:

Did your credit card details remain or did they still manage to debit your card even though it was (presumably) not there

My credit card was deleted but I had a credit balance waiting to be transferred of $8.39 but it is now only $3.39.
SO I have paid 2 times for July once with MyNetFone which is fine as that is what I have used and once with Pennytel which is not fine as I have not used the service at all not even once during the month.
Will wait to see if I eventually get the $5 back or a reply to my complaint lodged with mynetfone.

I hope the money transfers soon, as i am still $-5 so i hope it goes -$10 then credits me credit to balance things. I know all should be good i read earlier the credit transfers going through August.

SO I have paid 2 times for July

I see � my Pennytel account seems (from my old invoices) to be issued at the end on each month eg last one shows
From: 2016-06-01
To: 2016-06-30
Maybe I will get the debit tomorrow in line with previous invoices.

I see � my Pennytel account seems (from my old invoices) to be issued at the end on each month eg last one shows

Yes invoices are end of each month but in the past they charged the $5 monthly charge at the beginning of the month ie in advance...
but this month they charged on the 27 Jul its the only transaction for the entire month.
Likewise mynetfone charged the $5 at the beginning of July in advance as you would expect.
Maybe I am the only one with a Freedom Account that's been charged by both platforms.

Maybe I am the only one

Possibly � my PT still shows my old balance (around $8) � as on a certain TV show "with the fullness of time" all will re revealed � we hope.

Hi all, couldn't seem to find an answer to my question going through this thread. I finally received my welcome email (late june) and activation email (friday) as well , however I cannot log in to the portal. Can anyone tell me how long this should take?

What is the login details to be used? I think its the account username and password but as it wasn't working thought id ask.

My Account Username: xx
My Account Password: xx
Email Address: xx
MyNetFone Account Number: XX

rxjb writes...

My Account Username: xx
My Account Password: xx

These.

By the way, you can change your web login password but not your SIP password.

SO I have paid 2 times for July

Oh dear I think this is going to get complicated.

My Pennytel account has also been "debited". So whereas before it had a $8.42 balance it now has a -$10.46 balance as my $18.88 crazytalk plan fee has been deducted.

BUT normally my payments date is the first of the month, but the fee on pennytel was taken off on 20th Jul. Last fee before that was 1st of Jun

My MNF account is -$18.88 (actually a bit more because of some calls), but this means I have been charged the 1st of July crazytalk plan fee, so why I need to be charged again on 20th July on the Pennytel account I really don't know. I suspect this thread is going to significantly increase again as everyone tries to sort out their account balances.

My Pennytel account was also charged $5 on the 30th of July for my old PT Freedom plan. I will be watching my MNF balance carefully to make sure they do not double up.

Some explanation by an MNF rep of what the hell it is they are doing would go a long way to ease our fears that we are being taken for a ride.

My Pennytel account was also charged $5

Add me to the list as well.

Whats happening with the credit transfer from Pennytel to MNF?
1st August and I get a negative amount on MNF statement and my credit is still in the Pennytel account?

kinetix writes...

my credit is still in the Pennytel account?

This is probably true for all of us. Hopefully Corey might tell us when credit migration will occur. It would seem sensible to do the transfer today or tomorrow.

lmn writes...

This is probably true for all of us. Hopefully Corey might tell us when credit migration will occur. It would seem sensible to do the transfer today or tomorrow.

The Credit transfer is happening in batches, So some maybe done today but we hope to wrap up all invoices/credits with PT and transferred to MNF by the 08/08/2016

Thanks,

Thanks

Thank you kindly, Corey.

The Credit transfer is happening in batches, So some maybe done today but we hope to wrap up all invoices/credits with PT and transferred to MNF by the 08/08/2016

Thanks,

Corey...

I registered my mobile number for MyTextSMS, i got charged $0.05 for recieving a text from MyNetFone with the confirmed code required to verify my cell number. Which is odd?

Now i have an invoice for this $0.05 from MyNetFone? Is this the normal?

MyNetFone portal balance in -$0.05.

Yet my Pennytel portal balance is positive.....

rxjb writes...

I finally received my welcome email (late june) and activation email (friday) as well , however I cannot log in to the portal. Can anyone tell me how long this should take?

MNF are seriously disorganised as I too was unable to login using the password sent to me. After a couple of emails to support and three support phone calls I eventually spoke to someone who sorted out the password problem a couple of weeks ago and the new password worked. Today I received yet another email from MNF in response to my earlier support ticket in mid July saying my password has been reset � again ! ! Sure enough I'm now using my third password so I hope this remains active ? More hassles than I ever had at Pennytel.

The Credit transfer is happening in batches, So some maybe done today but we hope to wrap up all invoices/credits with PT and transferred to MNF by the 08/08/2016

Will MNF email all migrated customers to advise completion of credit transfer?

Now i have an invoice for this $0.05 from MyNetFone? Is this the normal?

The same happened to me.

I registered my mobile number for MyTextSMS, i got charged $0.05 for receiving a text from MyNetFone with the confirmed code required to verify my cell number.

I've also have been charged to register my mobile number.

So I finally got around to changing the Proxy and User ID/Password from PT to MNF on my Linksys SPA3102 but I've noticed that there's still some other info that should probably be changed but isn't covered in any of the emails I've received from MNF or their set up guide.

Specifically:

Syslog and Debug Servers � provisioning.pennytel.com
Profile Rule � https://provisioning.pennytel.com/rc/?product=$PN&macaddress=$MAU&serialnumber=$SN

Am I just supposed to change "pennytel" to "mynetfone" in these fields?

Also, their configuration guide says to use the following dial plan:

(*xx.|000S0|121S0|151S0|181S0|[2-9]xxxxxxxS0|0[23478]xxxxxxxxS0|0011xxx.|1800xxxxxxS0|1300xxxxxxS0|13[1-9]xxxS0|<#0,:>xxx.<:@gw0>|xxx.)

while mine is set up as

(*xx|000S0<:@gw0>|0011xx.|<:08>[5-9]xxxxxxxS0|0[234578]xxxxxxxxS0|<:61>1[38]00xxxxxxS0|<:61>13[1-9]xxxS0|1900xxxxxx!|77[1578]S0)

what's the difference and do I need to change it? (sorry but not that tech savvy with VOIP).

Corey...

I registered my mobile number for MyTextSMS, i got charged $0.05 for recieving a text from MyNetFone with the confirmed code required to verify my cell number. Which is odd?

Now i have an invoice for this $0.05 from MyNetFone? Is this the normal?

MyNetFone portal balance in -$0.05.

Yet my Pennytel portal balance is positive.....

Hi There,

This will be cleared when your balance transfers. It's not normal however if you WHIM me your account number ill see what i can do.

Thanks

Thunderbird 1 writes...

Will MNF email all migrated customers to advise completion of credit transfer?

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.
.

Thanks,

JusCruizin writes...

|77[1578]S0)

That is Pennytel specific numbers.

Replace with |1[258]1S0) for mynetfone

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How does Mynetfone work their plans I have the freedom plan,
I was allocated the 280 calls and 50 sms on the 1 July but today 1 Aug the counter was not reset to 280 calls and 50 sms
I used all 50 sms in July, actually a few over and was charged the 0.05 each and was charged the 0.05 for the sms I sent today and the call counter shows I have 209 call left to use.
My Billing period is from the 9 Jul to 8 Aug but the SMS and Calls were not reset on the 9 Jul but carried on from the original allocation I was given on the 1 July which is when they charged the $5 for the plan.
I thought I had read in a previous post that Mynetfone allocate calls and sms by the calander month but invoice but a different date.
Maybe someone can clarify...someone from MyNetFone possibly Corey

Yes there will be a communication on completion.

Thanks Corey, that's good to know.

Earlier in the thread you made a comment stating that Bonus credits won't be transferred � whrl.pl/ReDx1m

The last time I topped up one of my PT accounts, the funds ended up as 'Bonus Credit'.

Considering there was nothing mentioned in the official migration emails that highlighted or distinguished the difference between Bonus and Normal credit, I'm expecting my Bonus credit to be transferred across.

I'm sure there will be other user accounts in a position similar to mine, where users' previous top-ups ended up showing as Bonus credit instead of Normal credit.

I certainly hope MNF have implemented suitable measures to scrutinise such accounts and action the credit transfers accordingly.

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I am not happy at all with the transfer from Pennytel to MyNetFone -

1). I still cannot receive any calls via MyNetFone either through my Fritzbox or CSipSimple Android app. However, calls can still be successfully received via the Pennytel sip settings. If I remove the Pennytel sip settings and use the MyNetFone sip settings no calls are received.

2). I sent a WHIM to Corey on 19th July 2016 and still have not received any response.

3). Today I have received an invoice telling me that I owe money to MyNetFone for the July usage. However, my Pennytel credit balance has still not been transferred, and when I try to attempt to register my credit card on MyNetFone, the registration fails and tells me to contact support. I have read through all the complaints about the length of time it takes to get through to actually speak to someone at MyNetFone support and Corey has not answered my WHIM from 19th July 2016. I am seriously considering dropping MyNetFone altogether.

I was a satisfied customer with Pennytel and rarely had any issues with the service.

Could someone from MyNetFone please respond !

gjm61 writes...

Today I have received an invoice telling me that I owe money to MyNetFone for the July usage. However, my Pennytel credit balance has still not been transferred

Yeah me too! I can still log in to the Pennytel portal and I still have credit there. I have never added any credit to my MNF account so now I am in the red with them. I'm curious to when my Pennytel credit will be transferred to MNF, if ever.

Biglad writes...

Today I have received an invoice telling me that I owe money to MyNetFone for the July usage.

Yes the same for me.
The interesting thing for me is calls recorded even when not answered.
These were calls made during setup/ transfer from PT to MyNet to my mobile and wife's phone in Thailand.

Just to check if they would ring.

Also calls to Vietnam never made.

I thought the change over was bad enough,now comes the account headaches.

gjm61 writes...

Today I have received an invoice telling me that I owe money to MyNetFone for the July usage. However, my Pennytel credit balance has still not been transferred

This is happening to me as well.
MNF sent an invoice for usage (including just to confirm my SMS number) without transferring my Pennytel credits.
Anyone know what will happen and when? I can't login to PennyTel now. The whole "transfer" is a bit of a mess.

The invoice says payment is due in 0 days, the day of issue.

I think that means that this is NOT an invoice that needs to be paid immediately.

These services are supposed to be prepaid, so you need credit in your account to make calls and send SMS. However we were allowed to make calls without credit during the transfer.

So I suspect that we can wait until the PT credit is transferred across and if the MNF account is not in credit, we can use one of the methods shown to bring it into credit. But at this time, we can still make calls without credit.

Married to Christ writes...

SO I have paid 2 times for July

Same here � My Pennytel account got debited and so did my MyNetfone account fro my monthly crazytalk plan fee. I have spoken to support and they are going to raise a ticket for me. Will report back on the outcome.

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What's the migration support number? Online support isn't working. Still can't get incoming calls on my DID

Found it
181

Still can't get incoming calls on my DID

Make sure the DID is attached to the line you have registered in your device. You can check this in the portal.

I had multiple PT accounts and none had their credits transferred to MNF

most of the accounts are $30

Can someone help with an SPA3102 setup?
I transferred from PT to MNF and was sent the following setup info;

Line Number: 1
MyNetFone VoIP Number: 0980110000xxxx
MyNetFone VoIP Password: 5222xxxx
SIP Proxy: sip70.mynetfone.com.au
SIP Port: 5060
Voice Codec: G.729, 40ms packet size

I do not think I have put the info in the correct place as the VoIP unit does not register.

It had been setup for many years with PT info but I am now lost.
Any experts out there who can help?

Thanks oodles.

Tim Tam writes...

Can someone help with an SPA3102 setup?

https://www.mynetfone.com.au/support/Setup-Guides/Downloads

Downloads

Thank you kindly for that link. I think it may be OK now. I kept the old dial plan, I guess that is OK.

That is Pennytel specific numbers.

Replace with |1[258]1S0) for mynetfone

Thanks Super-Man have made that change.

Any idea about the provisioning.pennytel part of my post?

I am still getting charged / auto debit by pennytel and at the same time getting charged by Mynetfone!!!! And nothing has been transferred over.

and that is why i chose not to insert my card details into MNF until my credits have been transferred over.

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JusCruizin writes...

Any idea about the provisioning.pennytel part of my post?

I'll take an educated guess that you bought your spa3102 from Pennytel. Pennytel uses provisioning to remote configure your device.

Set provision enable to no on the provisioning tab.

You won't need it for the device to function correctly.

I don't use provisioning on any of my cisco spa devices.

Kevin Costner writes...

I am still getting charged / auto debit by pennytel and at the same time getting charged by Mynetfone!!!! And nothing has been transferred over.

Hi There,

When you say nothing do you mean your voip service is still on PT? depending on your service all MyNetFone services are charged a month in advance hence the double charge. I do apologise if this has caused any inconvenience credits are currently in the middle of being transferred.

this post was edited

njwood writes...

Same here � My Pennytel account got debited and so did my MyNetfone account for my monthly crazytalk plan fee. I have spoken to support and they are going to raise a ticket for me. Will report back on the outcome.

I did the obigatory 30 minutes on hold to support and to their credit the person I spoke to was very pleasant and willing to be helpful, but had very little knowledge of Pennytel and did not have access to the Pennytel system so was unable to help me. He did however raise a support ticket about the matter. So now I think they've done a "manual" transfer of the correct amount, however my $20 plan deposit fee was not transferred, so I have now asked for that to be sorted as well. It seems to me that the MNF support people aren't being given enough information about the transfer process.

Now I see this:

https://s32.postimg.org/b4zrlf8z9/pennytel.jpg

MyNetFone services are charged a month in advance hence the double charge.

So maybe the double charge is correct � which means that what support has done for me by reversing the charge on Pennytel, is actually wrong... sigh...

njwood writes...

Although NZ wasn't specifically mentioned as one of the free interntaional countries in the PennyTel Crazytalk plan, the calls to NZ were actually free as you can see in the "call rates" section in this image:
https://www.dropbox.com/s/tum6zkv1rc33g9m/pennytel-free-calls-to-NZ.jpg?dl=0

Support has informed me via email that calls to NZ are not free on the crazytalk plan despite being free on the PannyTel crazytalk plan. While this is unfortunate, it is not a big deal for me as I make only a few calls to NZ, but for anyone on the crazytalk plan who was regularly calling NZ � it is now going to cost!

On 3/7/16 MNF charged $5.00 monthly fee to 3/8/16 for Freedom plan.
On 2/8/16 my Pennytel account was charged $5.00 monthly fee and the funds deducted from my existing credit.
On 3/8/16 MNF charged another $5.00 fee to 3/9/16.

MNF account is now $10.00 in the red, while Pennytel is still charging.
What's going on here?

My balance is now zero in mynetfone what do I do to get pennytel credits to roll over?

Trying to setup auto topup on my new MNF account, and the options/wording are just weird.

I have selected triggered topup, and it says it will top back the credit to the nominated top up level whenever your call credit drops below $135?

Does that mean I have to maintain a balance of $135 in my MNF account? What is the $135 nonsense all about?

I have selected triggered topup, and it says it will top back the credit to the nominated top up level whenever your call credit drops below $135?

Does that mean I have to maintain a balance of $135 in my MNF account? What is the $135 nonsense all about?

Hi There,

I suggest changing this to $20 or near as this means everytime your balance goes under $135 it will automatically top up.

Thanks,

I suggest changing this to $20 or near as this means everytime your balance goes under $135 it will automatically top up.

So if my balance is -$20 (because my account has just been migrated from PennyTel to MyNetPhone), and I have selected $20 triggered top up, will it debit my credit card multiple times until it reaches $135? How often does it debit the $20?

this post was edited

i was told after waiting 40mins last week that my 50 free sms's would be added each new month. But it still shows 0 credit in free sms's.
On hold again waiting to talk to support...

After 40mins on hold they disconnect me. NOT happy.

Is there are resolution to the issue of free sms's credit not being topped up please??

Pete eteP writes...

But it still shows 0 credit in free sms's.

I'm in the same boat.
My MyNetFone Freedom plan did not renew itself and my bundled SMS is showing 0 and got charged for the last few SMSes I sent.

Another problem is that my Pennytel credit has not been transferred over to the MyNetFone account and Pennytel is still deducting $5 a month from the account.

What's going on? Can this be fixed up ASAP?

yep Sintro I have all of your issues.
Let's hope we get some updates here

Same what's going on? Still not transferred the balance. It's been more than a month. I didn't bother checking thought it would have been fixed by now. What the heck?

I suggest taking some screenshots or export the Pennytel transactions and credit amount as well as the balance of the MyNetFone account.

I can see the PennyTel credit transferred into the MyNetFone account now but it's missing the $5 that Pennytel deducted for the Freedom plan and still 0 bundled SMS.

Hope this gets fixed up soon.

I suggest taking some screenshots or export the Pennytel transactions and credit amount as well as the balance of the MyNetFone account.

I can see the PennyTel credit transferred into the MyNetFone account now but it's missing the $5 that Pennytel deducted for the Freedom plan and still 0 bundled SMS.

Hope this gets fixed up soon.

MyNetFone Balances should transfer between now and overnight please check your accounts.

MyNetFone Balances should transfer between now and overnight please check your accounts

Hi Corey,

Do you mean ALL migrated customers Balances will be transferred now and overnight or just one or two or a few accounts??

The reason why I ask is I migrated on my $0.00 access PT plan and had a balance remaining of $8.xx dollars, but then only a few days ago I got a letter from MNF stating my account balance was $0.00 still which obviously means the PT balance never got migrated over.

So can you please advise accordingly to if ALL accounts will be migrated or just some and if just some, then when will all of these be migrated to display credit in our MNF accounts??

MyNetFone Balances should transfer between now and overnight please check your accounts.

Hi Corey,

I'm missing the $5 Pennytel deducted from the account.
30 Jul 2016 888xxxxxxx SRF: Freedom. 888xxxxxxx AUD -5.00000

Could you assist? Thanks.

zone writes...

So can you please advise accordingly to if ALL accounts will be migrated or just some and if just some, then when will all of these be migrated to display credit in our MNF accounts??

whrl.pl/ReGfQo

I can see the money has been transferred, yet the old PT balance is still showing in the PT portal. I didn't get an email, either.

I can see the PennyTel credit transferred into the MyNetFone account now but it's missing the $5 that Pennytel deducted for the Freedom plan and still 0 bundled SMS

I have exactly the same issue and I am sure that we are not alone.

Corey can you please answer

what is happening with this issue surely MyNetFone must be aware that the Pennytel Accounts were charged the monthly fee at the end of July in my case the 27 Jul and others say the 30 Jul.

This is despite MyNetfone telling us not to use the Pennytel Service so I am sure that most of us didn't utilise the Pennytel account and used only the MyNetfone as requested.

It would be nice if a response is stated here or do we need to individually raise a ticket to get back our money.

Also an answer to the date the Freedom accounts will be reset is it the calender month or the account date. Either way it doesn't matter after the first month but would be nice to know how long I have to keep paying for the extra sms I use.

Also an answer to the date the Freedom accounts will be reset is it the calender month or the account date.

It will be the account date. That is the way MNF have always done it.

It will be interesting to see how they are going to merge my existing MNF account (account date 25th of the month) with the migrated account (account date 7th of the month).

By the way, Corey, it is August now. When will we be able to merge our MNF accounts or, at least, transfer credit from one to the other?

I too would like a coherent explanation about triggered top up.

To expect us to "pre-invest" $135 seems more like a deterrent. That is a hell of a lot of calls. I was hoping I could set a threshold (around $5 say) which would trigger a top up up to say $25 � $135 seems a "number most interesting".

Please explain MNF.

� $135 seems a "number most interesting".

This is obviously a typo and I don't know why it is taking MNF so long to fix it. In my other MNF portal, that figure is $5.

So, every time the balance drops below $5, Triggered Topup will automatically top it back up to the level you have set. From memory, the minimum level is $20. I can't check it because I don't have a CC registered with MNF. I use BPay.

Thunderbird 1 writes...

whrl.pl/ReGfQo

I realise MNF will migrate accounts and inform as I already have this update so I dont need confirmation of the account being migrated, I need updates to when Funds or credit left in the previous PT account will be appear.

As accessing the account in the MNF portal shows Zip $0.00 still.

So I would like to know when PT account credit will be also moved across.

I just checked my new MNF account and found the PT credit had now been transferred over.

Thanks MNF!

This is obviously a typo and I don't know why it is taking MNF so long to fix it.

Trouble is I don't think it is a typo. /forum-replies.cfm?t=2522665&p=91#r1810 MNF rep repeats the $135 figure.

Trouble is I don't think it is a typo. /forum-replies.cfm?t=2522665&p=91#r1810 MNF rep repeats the $135 figure.

My MNF login pages show the amount can be $20, $40, $60, $80 or $100.

An amount of $135 doesn't appear to fit the range above.

What a bodgy figure � I can understand people reckoning its a typo

I'm missing the $5 Pennytel

Yes � just got my latest invoice as well and mine is missing, so MNF are saying I owe them more than I should.
Bit reluctant to top up my account then fight to get my $5 back.

this post was edited

Trouble is I don't think it is a typo.

No I dont think it is either. I think it is just a nominal figure to differentiate between residential and business customer and means as a residential customer( with call credit probably less than $125) if you select Triggered Topup your credit card will be continually debited to keep you at your nominated maximum level. If you select Monthly Topup it will only be debited once a month. This may not be correct but thats how I interpret it.

Edit. I just looked at my old mnf accounts and they show triggered level at $5 so maybe the pt/mnf $135 is an error.

This is obviously a typo and I don't know why it is taking MNF so long to fix it. In my other MNF portal, that figure is $5.

Hi There,

It was not a typo it was for that particular customer as what he had set up in his portal.

You are able to change the trigger amount in your portal this means whatever this number may be for example 20.00 once your balance goes under this it will charge your card what you have put as your trigger top up level i.e 10.00 or something rather.

This process will continue everytime your balance drops below 20.00 .

Thanks,

It will be the account date. That is the way MNF have always done it.

It will be interesting to see how they are going to merge my existing MNF account (account date 25th of the month) with the migrated account (account date 7th of the month).

By the way, Corey, it is August now. When will we be able to merge our MNF accounts or, at least, transfer credit from one to the other?

Hi There,

Yes the invoice date will be when the reset occurs,

You are able to merge your accounts as of now, please call our service delivery team or email in and we will get this organised for you.

Thanks,

so any updates on the sms thing?
Still no credit for sms's in my control panel. Should be 50.
Although seems a little more money in there so presume the pennytel money has moved. Thanks

this post was edited

It was not a typo it was for that particular customer as what he had set up in his portal.

I did NOT set that up in my Portal!

I was a PennyTel customer who got transferred to MNF. All I did was add my credit card to the Payments tab, then went to the Auto Payments tab and that random $135 figure was already there. I did not set that and would not have chosen $135!!

Yesterday I logged a ticket with your support, and I got a call back straight away saying they had changed my minimum credit balance to $5, and then it would auto topup with another $20 from credit card when it reached that $5 amount.

I was also told I would next be charged on 3rd September (my billing date), yet yesterday I see you guys have taken $40.35 from my credit card.

Log back in to the Portal today and it's still showing that $135 amount. You guys are really hopeless and this has been one of the worst migrations ever.

I think I will remove my credit card details from file, and will continue with BPAY payments, since your system is obviously broken.

As part of the balance transfer from Pennytel to MyNetfone.

Does the $20 deposit get transferred over as well in addition? Or it doesn't apply?

I think I will remove my credit card details from file, and will continue with BPAY payments, since your system is obviously broken.

Viper, I have whimmed you.

Please check this,

Thanks

MyNetFone Balances should transfer between now and overnight please check your accounts.

It's well past between now and overnight.......where is my account credit from Pennytel?

scrag writes...

where is my account credit from Pennytel?

Neither of my transferred accounts have had balances transferred yet but they got there in the end sending out the emails about the new account details so I'd give them the benefit of the doubt that it's a work in progress.

Hi Corey,

I'm missing the $5 Pennytel deducted from the account.
30 Jul 2016 888xxxxxxx SRF: Freedom. 888xxxxxxx AUD -5.00000

Could you assist? Thanks.

Same here 25 Jul 2016 888xxxxxxx SRF: Freedom. 888xxxxxxx AUD -5.00000 has been taken from June 30 balance. Transfer is short that amount.

It would be nice if a response is stated here or do we need to individually raise a ticket to get back our money.

Corey can you please answer

When I hover on "What is triggered top up?" I also get: "Triggered top up will top back the credit to the nominated top up level whenever your call credit drops to below -$135.00"

this post was edited

It was not a typo it was for that particular customer as what he had set up in his portal.

Corey, please pay attention! If you hover your mouse over 'What is Triggered Topup?' in the portal of a migrated account, you will see the following in the pop-up: "Triggered top up will top back the credit to the nominated top up level whenever your call credit drops to below -$135.00".
It has nothing to do with what a particular customer has set up. In my case, I don't have anything set up yet still have that message. Now, are you going to tell me the message is not there and I am dreaming?

You are able to merge your accounts as of now, please call our service delivery team or email in and we will get this organised for you.

Thank you. By the 'service delivery team', do you mean 'support'?

edit: email request sent. Ticket number #1035495.

I bet MNF are wishing they had never heard of Pennytel.

bruce writes...

I've got my account details � had them for over a bloody month.

Where is the credit that was supposed to have been transferred overnight?

njwood writes...

however my $20 plan deposit fee was not transferred

Corey � could you please check.
I have a ticket number for this #1033828 but have not had a reply
My Pennytel account has been closed i.e. there is no longer any VOIP service showing when I logon to PennyTel, but my $20 plan deposit fee has not been transferred.
Thanks

this post was edited

Now, are you going to tell me the message is not there and I am dreaming?

I think its the default message . When I hover my mouse over this in my original mnf accounts it says $5. Some time in the past I was able to set $5 triggered topup with a $20 max . There doesnt seem to be any way in the current portal to actually set a triggered topup level. Not enclosed by brackets either.

Edit for clarity hopefully.

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).

this post was edited

"Triggered top up will top back the credit to the nominated top up level whenever your call credit drops to below -$135.00".

I've got the same deal here. But in the positive.

http://imgur.com/a/FLze0

I think this is minus $135: it must be the amount that MNF set to allow us to use the phone with minus credit, and that is the limit.

Edit: and I should read Toto's posts before posting....

i take it back.
I still have 13 bucks in PT so has not been transferred. But I am more concerned about a solution re sms free 50 credits not being renewed. I have also placed a ticket

It looks reps do not like answering my questions. On 5-6 posts, I asked questions but not a single response from MyNetFone reps here. this is disappointing. So you have blacklisted me have you? Tell me exactly what I have done?

Still no transfer of credit.

Hi Super-Man, I get the same thing as your screen grab. On my statement received a couple of days ago, it states :

Register your credit card details and nominate a top-up level (e.g. $20). Whenever your call credit drops below $5.00 we'll top-up your account to the nominated top-up level, so you never run out of credit.
That is what I would like to do, with those figures, because I do not make very many VoiP calls, but, "How do you do it??"

Until this recent migration, I have to say I could only lay praise on the staff of MNF for their handling of the takeover and their stewardship of the Pennytel company and maintaining what *was* a great interface that was easy to use while maintaining the low prices.

BUT.... the level of service has become beyond a joke, along with invoicing that boggles the mind and account keeping/interface that would make chainsaw juggling acrobat scared of the complexity while showing a serious lack of features!

I really sympathise with other posters in this thread, with my balance not transferring. When I called to have the situation fixed (which can only be done during 9-5) I was then urged over the phone to pay the outstanding amount unless I wanted my service cut as the rest would be "rolled over later" (the outstanding amount being *less* than the standing credit I had) I have now had a bill which only takes into account the amount paid over the phone (not the standing credit) and the bill is *twice* as much as the previous month despite... -wait for it-... my iPhone being out of order for *10 days*.... (yes I know the mobile discussion should probably be in another thread, but until now I've enjoyed having everything in one place and MNF are the ones looking after my umbrella of accounts)

I've not posted on Whirlpool for a long time but I need to warn people not to pay anything until the situation is rectified. I am moving everything away post-haste!

Please explain, MyNetFone!!

aussietaff writes...

triggered topup seems to be borked.

Wouldn't touch triggered topup with a ten foot pole.

At the moment I'd only use and trust bpay.

It was not a typo it was for that particular customer as what he had set up in his portal.

I also have the $135 displayed as the Triggered Topup level � I did not set this nor can I change it. All I can do is set is (what looks like) the Current Topup level.

No matter what I do the message shown, when I hover over the "what is Triggered Topup", continues to say my account will be refreshed when the level falls below $135. Maybe my understanding of the English used by the web page authors is poor but the only way I can interpret the statement is that MNF wants to hold $135 in my account if I use the triggered Topup feature.

If this is not MNF intention then I can only conclude the portal page is busted.

I actually want to use triggered Topup but not if $135 is sucked from my account

If this is not MNF intention then I can only conclude the portal page is busted.

This! As mentioned before, on the regular MNF portal, i.e. the portal of a Whirlpoolsaver account, for example, that figure shows $5 instead of -$135. I still think it is some kind of typo as, to date, MNF have given no explanation for this nonsensical figure.

Corey seems to be picking and choosing the posts he wishes to reply to. Although he has helped a number of people, including myself, I think he could have been a lot more diligent in answering people's queries in this thread.

I don't suppose that I could get my $20.00 credit back that I paid and which is still sitting there, or my credit that is still with Pennytel, but I feel that it might be an idea to look elsewhere. Does anyone have any recommendations, for any that are not too expensive.

I've got an invoice for 8 cents yesterday. I would struggle to pay that off I reckon :) I am not sure if BPay would accept 8c.

aussietaff writes...

Does anyone have any recommendations, for any that are not too expensive.

Siptalk's whirlpool offer is quite generous.

whrl.pl/ReEDz9

I have an account with them. And their customer support is excellent.

Siptalk's whirlpool offer is quite generous.

+1. Siptalk is ideal for Pennytel refugees.

I would write them a cheque ...

I have become completely disillusioned with MNF over the last few years. Initially they were very receptive to ideas, and then when their business had built up, they got arrogant and stopped listening.

Brent Spargo was a gentleman, but since he stopped posting, MNF has become impossible.

I have been unable to use my Pennytel Freedom account for months, but the $5 kept on being debited. I have seen nothing of my Pennytel balance, my $20 deposit, nor have I seen any progress in that area.

I suppose they are hoping we will all just give up and move on ...
It has left a very nasty taste in my mouth ...

This is despite MyNetfone telling us not to use the Pennytel Service

WHEN did this occur? I got no email NOR did I see any post from Corey here. (Did I miss it?)

LibT writes...

WHEN did this occur?

PT is no longer accepting registrations and responds to a registration request with
Status: 200 Auth failed (1 bindings) . This is like saying ok you have a registration binding but anyway the authorization has failed. However the 200 is causing sip devices to show a successful registration.Try to make a call and PT responds with " That password is not valid" several times. This is using the same settings that worked a short time ago. It would be best to disable PT vsp settings and replace them with the mnf/pt ones that all work correctly.

Well my whole credit of $1.29 has finally been added to my migrated account, BUT it's also still showing on the old Pennytel portal. Thanks MNF :)

I have been in to the old PT account and cleaned out all my address book contacts, and my 'overstamped' numbers, and I see that PT/MNF have deleted my old 888**** lines. Would have liked to delete email address etc, but it won't allow it. Comes up invalid.

I went to add a DID, even though no lines on my account, and it gave me options to choose, I.E. Brisbane/Adelaide etc.
I think it would have given an error of some description had I tried.

Now to merge the migrated account to the main MNF account..... when it becomes available. (Reliably)

Siptalk's whirlpool offer is quite generous.

whrl.pl/ReEDz9

I have an account with them. And their customer support is excellent.

Short version:
+1 Super-Man!

Long version:
I deposited $10
Followed the link above.
Charged 55c from that balance for the DID ... hard to beat THAT, but wait, there's more...
The new number worked within 30 seconds (maybe less I was refreshing the page haha)
and ib another 30 seconds or so, I had my 1300 number pointing there and forwarding to the new mobile if I can't get to the phone (new mobile number I had to get because MNF stuffed THAT up too)

Mark me damned impressed!

PT is no longer accepting registrations
My VoIP account is still working via Pennytel

No transfer yet...

I think they only cut you off once you are transferred properly.

Batches at a time.

I just hope they slow it down as it means more time to keep using the old infrastructure. xD

Voip-Fan writes...

Now to merge the migrated account to the main MNF account..... when it becomes available. (Reliably)

I have already requested the consolidation of the old and new MNF accounts. Thought I might as well be the guinea pig. I'll post back here with the results, whether successful or otherwise.

I have already requested the consolidation of the old and new MNF accounts.

I'll be interested to hear how you go with this. Really I'd have preferred that they had simply added a balance transfer feature from PennyTel to MyNetFone � la Telecube/Siptalk.

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? :(

OK. So I assume there might be some new login info or something?

Can anyone help tell me what to search my emails for to see if they have sent new passwords etc?
Also how to log into the new website?

Thanks.
.-.-.

this post was edited

Can anyone help tell me what to search my emails for to see if they have sent new passwords etc?

Search for:
Customer Detail
Service Adoption Email
Service Confirmation

The Customer Detail email contains the login details for the MNF portal.

The Service Adoption Email contains the Critical Information Summary for the migrated accounts. In my case, I only got this for the Freedom account.

The Service Confirmation email ("Device Setup is Complete") contains the SIP login details that need to be entered in your device. You should have a separate Service Confirmation email for every line you applied for. In my case, I received 12 such emails, as I used to have 3 PT accounts and applied for 4 lines for every migrated account.

edit: If you didn't get any of the above emails, it probably means that the email address PT had on file for you is no longer current. That probably also means you didn't get the original email at the end of April advising of the imminent migration of PT accounts to MNF. This was followed by another email at the end of May inviting the customer to go to the Transfer Portal and initiate the migration process.

If this is the case for you, your best bet is to contact MNF by phone or by email. If you have some time to spend in a queue, I recommend contacting them by phone as this will most probably be the quickest way to get a resolution. Email will probably be much, much slower and they may still ask you to contact them by phone.

Also how to log into the new website?

It the same mnf website but in my case the Username is my old PT number but a new password sent in an email from MNF headed Customer Detail.
If it is a mobile account it will be a new website and new login details sent in an email from PT headed Important information about your PennyTel mobile.

If it is a mobile account it will be a new website

The website/portal for the PennySIM accounts is https://unite.pennytel.com.au/accountmanage/login.html.

You login with a 6-digit username sent to you by MNF and you use the old PT password, unless they have given you a new password in the email.

OK. Talk about going from simple and faithful (PennyTel).

To utter chaos! :( (MyNetfone).

They can't even spell "Phone" correctly!
When I search with their dodgie spelling I found the emails.

So I now have 4 lots of numbers and passwords. (I had two accounts, two separate DID's, two houses).

Two are for web site login. Two are for the two separate accounts devices.
I can't work out which is for which as there is no reference to anything in the emails, nor on the website once you log in.
You would think there would be info in their portal?

I see "Line Number 1" in two of the emails.
However we asked for the full 4x sip accounts for each service.
We run 3x ATA's at each house plus a login from our mobile's.

On the old system we just re-used the same simple login account details.
However when converting I was told that I now need 4 separate and unique logins for each device now?

So where to next? What a mess :(
.-.-.

Nope. I've just found some more login numbers and passwords hidden among quotes in their emails.

What a mess. I can't make sense of any of this. :(

OK.

Looks like they've only given us one login for our Freedom plan. (Was supposed to get 4).
This is the main account we ring out on.

But they've given us 4 logins for the Free Access one that we mainly just receive incoming on at the second house. :(

I'll ring them tomorrow.

Never rains but pours.

.-.-.

this post was edited

I can't work out which is for which as there is no reference to anything in the emails, nor on the website once you log in.

Log in to one of your accounts and click on My Voice Service. If you only have one line showing under My Voice Service, that means you only have one line called MNF-BYO-1BYXXXXetc. If you have 4 lines showing, that means you have four lines.

Click on the first (and maybe only) line, then look to the right of the page. At the bottom, you will see your Mynetfone Number. If there is a DID attached to that line, it will show there as well. Take note of the Mynetfone number and refer to your Service Confirmation emails. Find the one with the same MNF number in the SIP login details. Once you have found it, you now know which line in the portal belongs to which email.

To help you remember which line's SIP details you have registered in which device, it may be helpful to change this MNF-BYO-1BY name into something a bit more useful such as HOME GIGASET, BOB'S MOBILE, FRITZBOX, etc. Just enter the new name, then click Change.

this post was edited

I'll ring them tomorrow.

Yes, do that. They should fix it for you as they have done for others.

In the portal, you'll find that the DID is attached to just one line. This means that, when you have registered your Freedom lines in all your devices, on incoming calls, only the line with the DID attached to it will ring. To make some or all of your Freedom lines ring simultaneously, you need to use the Follow Me feature in the portal. Let me know if you need more information on how to set this up.

Yep. I'm wasting my time tonight.

The second account web login details don't even work.

I just keep getting "OOps" wrong password! :(

.-.-.

Any idea where to find the 80 Country list on the new MNP site to check what they are including in the 280 free calls on the Freedom Plan?

.-.-.

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.StandardSession.invalidate(StandardSession.java:1249)
org.apache.catalina.session.StandardSessionFacade.invalidate(StandardSessionFacade.java:190)
com.symbionetworks.mnfautomation.web.interceptor.PortalSessionInterceptor.intercept(PortalSessionInterceptor.java:158)
com.opensymphony.xwork2.DefaultActionInvocation.invoke(DefaultActionInvocation.java:246)
com.symbionetworks.mnfautomation.web.interceptor.PortalResourceInterceptor.intercept(PortalResourceInterceptor.java:55)
com.opensymphony.xwork2.DefaultActionInvocation.invoke(DefaultActionInvocation.java:246)
org.apache.struts2.impl.StrutsActionProxy.execute(StrutsActionProxy.java:54)
org.apache.struts2.dispatcher.Dispatcher.serviceAction(Dispatcher.java:563)
org.apache.struts2.dispatcher.ng.ExecuteOperations.executeAction(ExecuteOperations.java:77)
org.apache.struts2.dispatcher.ng.filter.StrutsExecuteFilter.doFilter(StrutsExecuteFilter.java:93)
com.opensymphony.module.sitemesh.filter.PageFilter.parsePage(PageFilter.java:119)
com.opensymphony.module.sitemesh.filter.PageFilter.doFilter(PageFilter.java:55)
org.apache.struts2.dispatcher.ng.filter.StrutsPrepareFilter.doFilter(StrutsPrepareFilter.java:91)
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 ;)
.-.-.

Toto writes...

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!

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...:-)

Pete eteP writes...

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.

ozskipper writes...

I don't mind if the transfers haven't all been completed yet ...

My transfer likewise has not happened yet.

lmn writes...

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.

this post was edited

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.

See https://www.pennytel.com.au/downloads/critical-information-summaries/personal-voip-freedom.pdf

I Hope this is abit easier to understand,

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.

this post was edited

boardshorts writes...

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.

Voip-Fan writes...

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.

LowLander writes...

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...

stoka writes...

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

Riz1234 writes...

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.

this post was edited

lolo writes...

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?

Riz1234 writes...

098**** number

And the voip password � not your account log in password? � as shown in the email

http://www.productreview.com.au/p/mynetfone.html

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

this post was edited

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.

Paulo writes...

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.

http://www.productreview.com.au/p/mynetfone.html

Edit: Plenty of time to write a review for them while waiting on hold.

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.

scrag writes...

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.

scrag writes...

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.

bruce writes...

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,

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.

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?

marmot writes...

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.

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

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. ;)

this post was edited

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.

gomezzz writes...

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

FY writes...

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,

FY writes...

I want to give them money

There is a couple payment options. BPay worked for me.

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.

Cloister writes...

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!

Dave Richards writes...

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!!

lolo writes...

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.

Riz1234 writes...

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.

Toto writes...

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.

pedro34 writes...

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.

gomezzz writes...

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!

Robin W writes...

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...

Robin W writes...

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]

bruce writes...

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.

nooby writes...

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,

Thanks,

Corey

Thanks Corey for the update.

this post was edited

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.

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

this post was edited

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?

this post was edited

Whatsit writes...

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?

Whatsit writes...

@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

ianm writes...

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,

ianm writes...

Please let me know where they stated this change to your Go Global plan.

[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,

munno writes...

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,