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Wholesale VoIP Feature Article

ISP Horror Story

June 26, 2012

By Allison Boccamazzo, Director of Brand Strategy

We all know why swapping Internet providers can be such a pain, but we rarely actually sit down and think about it rather than shrug it off as a habitual pit stop on the frustrating racetrack that is home and mobile connection. Perhaps this blog by Rosalyn Page will wake you up a bit regarding the extreme lengths people go to and the hassles they endure when making the switch.

Kevin was offered a better deal on his Internet plan, and so he said goodbye to Internode and welcomed a Telstra (News - Alert) bundle, along with lower prices and additional extras such as free calls between home and mobile. Sounds like a simple and easy process, right? Not exactly, as Kevin had tried to connect Telstra Internet at home only two years ago and was told it couldn’t be done. He explains that the reason given was that “there was no spare capacity in the exchange and even if I gave up my current Internode service, it would stay with Internode and Telstra could not take it back.”

In a contradictory series of events, however, Kevin was then told that it might be possible to achieve, but he would first need to submit an order and then wait for an answer. About a week later when he rang in, he found that his order had been cancelled. Needless to say, Kevin was unhappy with the lack of progress so far in what should’ve been a fairly simple transition.

To make matters even worse, Kevin has an Internode Reach service – one that is a Telstra service sold through Internode. With this information, he then queried why Telstra couldn’t deliver the service, but was still told that he is on a pair gain service, and that the cable in the street is split between two houses. Little did they know of Kevin’s working history, though.

“I work as an IT network architect for large enterprises, so I have a pretty good knowledge of IT technology. As far as I am aware, VoIP stands for Voice over IP and works on top of an internet or WAN service. It does not create the Internet service, so this seems like rubbish to me. I also don’t pay Internode for VoIP services because I use a standard home telephone service.”

Kevin quickly became skeptical of getting anything sorted, because transitioning his wholesale Internet and phone service from Telstra to Internode meant the former would make money on the service already, and changing would require even more money to jumpstart further work and improvements to the network.

When investigators got in touch with Telstra to find out more about Kevin’s sticky situation, they demanded a definitive answer as to whether he could get Internet service directly from the company. Kevin did say that Telstra had been in touch with him after being contacted by investigators, and a week or so later, Telstra finally caved in, saying that “based on its initial investigation, Kevin should be able to have Telstra ADSL connected directly to his house.”

Telstra stated, “We want to review our advice to the customer to determine whether there has been a process or database glitch.”


Do yourself a favor and sign on with a wholesale provider who offers quality service, competitive rates, and ease of doing business with. To not end up like this poor fellow, click here to explore some excellent, reliable options for all of your communications needs – that is guaranteed to be simple enough.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Edited by Rich Steeves

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