Telstra faces system problem with new mobile plans

Dan Warne
12 May 2010, 1:32 PM


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About those great new cap plans with Telstra... yeah, you can't switch to them if you're a long-standing existing customer. For a while, anyway.


You know those great new Telstra mobile cap plans we wrote about on Monday? You know, the ones that actually make Telstra price competitive with all the other networks?

Oh, "about time", do I hear you say? "I've been a Telstra customer for ages and I've been waiting for them to bring pricing up to date?"

Bad luck, buddy. Chances are you're on Telstra's old billing system, not the new Siebel system that was instituted by Sol Trujillo and co, but has been an IT implementation nightmare that drags on to this day. And if you are on the old system, you can't get on the new cap mobile plans.

Instead, you have to ring customer service and make an "expression of interest" in the plans. Telstra's IT team will then -- at some point -- migrate your customer account to the Siebel system and let you get on the new plan.

In the meantime, you'll be stuck on the old plan with half the call credits and no data, and Telstra won't give you any compensation for its own internal system issues.

Telstra spokesman Craig Middleton pointed to a line of fine print in Telstra's advertising of the plans: "Next G Cap Plans only available to new customers or customers with a 13 digit account number."

So, if your account number is one of the 10-digit ones, indicating you're on Telstra's old system, prepare to be shafted for however long it takes for Telstra to get round to migrating you to their new system.

We asked Telstra for further background to the issue, and Middleton said: "We are nearing the end of our migration and the reality is that we have a small proportion of customers remaining on our old systems."

"We will work with individual customers to ensure they are able to connect to the plan that suits their needs," he said.

Just as long as customers don't want to change to one of the new Next G cap plans immediately, that is.

Telstra would not comment on why it could not change existing customers in the old billing system to the new plans.

Telstra is able to sign up new customers porting from other networks to the new plans immediately, however.

Full disclosure: Yes, the author is a disgruntled Telstra customer with an account on "the old system"

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Chad (New user):

"long standing telstra customer" and "getting screwed over". you have been getting screwed over for years now, whats a few more months? self inflicted.

12 May 2010, 2:09 PM (3 years ago)report abuse Send to a friend reply

Dan Warne (Regular user):

The weird thing in my case is I've only been a Telstra customer for two years -- e.g. I came on as a new customer AFTER they started bringing customers over to Siebel. And they STILL added me as a customer of the old billing system. WTF.

12 May 2010, 2:19 PM (3 years ago)report abuse Send to a friend reply

Chad (New user):

I am sure if you mention three little letters Telstra may be able to migrate you to the new billing system (and thus get the cap plans).

This reply bought to you by the letters T, I and O.

12 May 2010, 2:21 PM (3 years ago)report abuse Send to a friend reply

TechHead (New user):

Oh no, I was thinking of going over to the Dark Side, but then you scared me Mr Warne, with the thought of spending the next few years of my life trying to interpret another confusing billing system. After numerous years of diligent study, I almost understand my Monthly Optus Bill (MOB, for short!) Signed, Confused Consumer :(

12 May 2010, 2:17 PM (3 years ago)report abuse Send to a friend reply

GerryM (New user):

Simple,
Ring up and tell them you are going to change carriers.
Do your homework first, so when they make an offer you can then bargain them down.
I did and achieved a good saving without moving!!
Gerry

12 May 2010, 4:01 PM (3 years ago)report abuse Send to a friend reply

BrentonFoneZone (New user):

"Chances are you're on Telstra's old billing system, not the new Siebel system ... And if you are on the old system, you can't get on the new cap mobile plans."

This is a long way from the mark Dan. As someone who works for a Telstra dealer, I would say 90% of non-business customers' numbers are on the new Siebel system, and can easily get these new plans if they're willing to re-contract.

I would also say about 90% of business customers I see are in the old legacy system and the new business cap plans can be provisioned for them in that old system (which every store has access to) without any problem, provided they still have a valid ABN.

If they are a rare business customer that has migrated to the new Siebel system, (and this only ever happens with business customers that have one or two numbers) then they can be reverse migrated over to the old legacy system, and get a new business cap plan.

Both the business and consumer new Next G cap plans are virtually identical other than the fact that the business cap plan users get free calls amongst all the mobiles on that account that are on business plans.

Brenton - Fone Zone

12 May 2010, 4:17 PM (3 years ago)report abuse Send to a friend reply

Dan Warne (Regular user):

Interesting insight Brenton, thanks. Telstra has now sorted out the issue and the guy did say something on the phone about being able to switch me onto a business cap plan. I can't imagine why they can provision business plans but not consumer plans on the old system...!

12 May 2010, 4:32 PM (3 years ago)report abuse Send to a friend reply

Chad (New user):

to make more money? :)

12 May 2010, 4:37 PM (3 years ago)report abuse Send to a friend reply

BrentonFoneZone (New user):

"Chances are you're on Telstra's old billing system, not the new Siebel system ... And if you are on the old system, you can't get on the new cap mobile plans."

This is a long way from the mark Dan. As someone who works for a Telstra dealer, I would say 90% of non-business customers' numbers are on the new Siebel system, and can easily get these new plans if they're willing to re-contract.

I would also say about 90% of business customers I see are in the old legacy system and the new business cap plans can be provisioned for them in that old system (which every store has access to) without any problem, provided they still have a valid ABN.

If they are a rare business customer that has migrated to the new Siebel system, (and this only ever happens with business customers that have one or two numbers) then they can be reverse migrated over to the old legacy system, and get a new business cap plan.

Both the business and consumer new Next G cap plans are virtually identical other than the fact that the business cap plan users get free calls amongst all the mobiles on that account that are on business plans.

Brenton - Fone Zone

12 May 2010, 5:02 PM (3 years ago)report abuse Send to a friend reply

BrentonFoneZone (New user):

"Chances are you're on Telstra's old billing system, not the new Siebel system ... And if you are on the old system, you can't get on the new cap mobile plans."

This is a long way from the mark Dan. As someone who works for a Telstra dealer, I would say 90% of non-business customers' numbers are on the new Siebel system, and can easily get these new plans if they're willing to re-contract.

I would also say about 90% of business customers I see are in the old legacy system and the new business cap plans can be provisioned for them in that old system (which every store has access to) without any problem, provided they still have a valid ABN.

If they are a rare business customer that has migrated to the new Siebel system, (and this only ever happens with business customers that have one or two numbers) then they can be reverse migrated over to the old legacy system, and get a new business cap plan.

Both the business and consumer new Next G cap plans are virtually identical other than the fact that the business cap plan users get free calls amongst all the mobiles on that account that are on business plans.

12 May 2010, 5:02 PM (3 years ago)report abuse Send to a friend reply

BrentonFoneZone (New user):

No problem Dan. Happy to give the feedback.

Siebel isn't perfect, however, it's far easier for us or back-of-house support to fix a glitch or errors in Siebel than in legacy. Therefore, it's in Telstra's best interest that all those accounts with one, two or three numbers (the majority of non-business accounts) go into the new system.

Imagine however, trying to get one of Rio Tinto's accounts which would have hundred's of numbers, migrated over to Siebel. Pretty good chance of erroring out, and it's not worth the hassle or risk with an account like that. So they've left all business accounts in a company name on the old system.

It's easier to stick to the old for us change-resistant human beings, and all my colleagues would have rather provisioned all new non-business plans in legacy if given the choice. So, to move the systems forward, they took away the ability for us to do so. In hindsight I agree with this, though 100% of the consumer plans in the old legacy system should, in my opinion, be in Siebel by now. It's been long enough, but systems aren't perfect.

12 May 2010, 5:02 PM (3 years ago)report abuse Send to a friend reply

Pauly (New user):

RUBBISH!
People in the old billing system can apply for exactly the same plans, the only difference is that they are called New Business Cap Plans. Technically you need an abn, but there has never been a case of Telstra dropping a customer from a business plan because they find out later that they do not have one.
Here is another example of how this information is BOLLOCKS. Port your number to a pre-paid sim card with another carrier, then port back to telstra. You will then be in the new system.
Not hard guys, please update your article, Dan i expected better from you.

12 May 2010, 5:07 PM (3 years ago)report abuse Send to a friend reply

Barry Bedham (New user):

I only just bought 2 iphones last Tuesday on the then $79 cap. Can i change over to the new $79 cap?? When we bought the phones I asked if I could change my plan at any time at no charge and the salesmen said yes as long as we didn’t go down in price. Just rang Telstra and they advised I can’t change plans unless I recontract. Does this sound right?

12 May 2010, 9:58 PM (3 years ago)report abuse Send to a friend reply

apt.pupil (New user):

Quoting Barry Bedham:
I only just bought 2 iphones last Tuesday on the then $79 cap. Can i change over to the new $79 cap?? When we bought the phones I asked if I could change my plan at any time at no charge and the salesmen said yes as long as we didn’t go down in price. Just rang Telstra and they advised I can’t change plans unless I recontract. Does this sound right?

be patient. i have heard from the grapevine that Telstra are calling some people who went onto the old cap plans within the last 2 weeks and offering a free upgrade. this will be a special transfer that can only be done via that particular phone call



13 May 2010, 10:16 AM (3 years ago)report abuse Send to a friend reply

Barry Bedham (New user):

I only just bought 2 iphones last Tuesday on the then $79 cap. Can i change over to the new $79 cap?? When we bought the phones I asked if I could change my plan at any time at no charge and the salesmen said yes as long as we didn’t go down in price. Just rang Telstra and they advised I can’t change plans unless I recontract. Does this sound right?

12 May 2010, 9:59 PM (3 years ago)report abuse Send to a friend reply

apt.pupil (New user):

Hey Dan, i feel your pain.

However what is being said about the amount of customers remaining on the legacy systems is also true. I rarely find a customer on a consumer plan stuck on Legacy. in fact- i only recently(Feb) reverse- migrated back into legacy systems to take advantage of the business mobile plus plans, which are legacy only(another technical reason that makes my own stomach cringe).

All New consumer customers are to be done on the new system, so it is the rare few remaining.

13 May 2010, 10:09 AM (3 years ago)report abuse Send to a friend reply

bdrew (New user):

Hey I have a 24 month contract with Telstra on a $49 cap with $10 for data. I have a subsided iphone (i paid $395) and i dont pay anything else. I have a 13 digit account number.
Does anyone know if I can change to the new plans and when I can would I need to pay and fees and would I need to change to a new contract?
I did talk to Telstra on Live Chat and I was told I would need to pay a $520 fee and I went into a T Life store and said I wouldnt be able to change. Can anyone help?

15 May 2010, 3:32 PM (3 years ago)report abuse Send to a friend reply

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