more telecom

I stayed with this company for about one year. In general it's OK. Recently I found a better deal and cancelled the service one day before the day I was billed. However, the next day they still charged me. I contacted the customer service and they couldn't refund me. Their explanation is the billing cycle start date is 15 days earlier than the payment day for this 'prepaid' service. And the company's policy is that there is no full or partial refund if you cancel the service earlier. My understanding is that for 'prepaid' plan, the service starts on the day I pay. Apparently this is not what they think and do. I thought this is dodgy when a customer leaves and they charge you for another month. I'll stay away with this company.

Got a sim from More as part commbank program, its been horrible dealing with the team.
None of them writes down anything so that it can be looked or checked by others. Everytime we call, we need to repeat the whole story. They deliver to wrong place, activate the sim when told not to, and then have to repeat multiple time why its there fault and not ours and they charge when the first 3 months was supposed to be free. Overall it not worth the hassle to get just the 3 months off (they didnt give it off as well).

Overpromised, underdelivered.
Sales rep promised everything would work as I required it to. But after completing the sale and sign up - everything went downhill.
Was promised that signing up, I could still use my current setup (FTTN) and decide on my required switch over date. But found out that I signed up to NBN FTTP - where I have to wait for NBN technicians to install a NBN box at my property at their convenient date and time (why did I bother picking a switch over date at all). So I was informed wrong and promised something that was never going to work.
Contacted the Sales rep about this issue, and all he could say was - "apologies for the confusion". So, I requested to make a formal feedback (e.g. complaint). Which I was advised the complaints team will call me directly. And that was 3 weeks before the NBN connection. No call or contact at all from the complaints team.
Then came the NBN connection installation date - I have to say the NBN technicians can do some customer service training. They come across (very close) as being rude in explaining or more so telling me what I can't and can do. And then looking to me to make a decision. What decision am I going to make, if you already telling me what I can or can't do. I believe some of the information would best be provided beforehand to customers, so that it prepares them before the technician arrives on site e.g. NBN fibre cannot go through the ceiling; NBN fibre will utilise current phone line cabling (e.g. underground), and if it does not work, Civil team will be required to dig up trench for new cabling.
Now come after the NBN box is installed, trying to connect to the internet - no luck there. So having to call MORE technical support team, who advised that the request for internet is still in progress (why is it still in progress when the date and time is already locked in for the NBN installation - why don't just get it ready before the installation date!). And was advised it would take 2 hours as she had to push through the internet request. 2 hours later, still no luck, and ring again (all this time, I am meant to work from home, so having to use hotspot off my mobile - not a good experience). And was advised the request is still in progress and in actual fact it could take up to 24 hours! Another misinformation or misinformed. But luckily the internet came through.
Now…. Here comes the most painful experience of all. At the start of my purchase, I stated that I needed landline number for my brother's work (call centre). I was advised that's perfectly fine, it will be through VOIP and etc etc…
The NBN installation was done on Friday, and when the internet was working, I tried to figure out how I am to connect a landline phone to my Eero6plus modems. Issue is, Eero6plus do not have a phoneline socket. I was then told that I needed a VOIP adapter, which would cost me over $100 plus and be delivered in 5 to 7 days. WHY was this not told to me at all!!!! MORE Telecom knew what I am purchasing and what my requirements are, but choose to not give all the required information for me to get setup properly.
So I cannot wait for 5 to 7 days, as we need the landline for working from home, I ran around headless chicken over the weekend to search for a VOIP adapter, and guess what I came up with nothing. So having to use my own personal annual leave to drive 1 hour to a store on the other side of Brisbane to purchase a VOIP adapter and pick it up

I signed up because of special deal. Asked for connection at end of month because existing service is paid up until then, so I don't know about the actual internet yet but I have been on phone to customer service twice with questions and both times they make me want to scream! They are worse than useless. They seem like they are reading from a script. Instead of actually answering my questions they recite the same thing they have already read out which doesn't answer the question - over and over! They don't seem to even understand what they are saying because when you ask them to clarify they contradict themselves and then go back to the same script.

When I questioned their process of first disconnecting me, THEN sending the email I need to get reconnected, then leaving me without internet for at least 24 hrs, and up to 48, her only response was to suggest that I don't change to More (whom I have already paid!) and stay with my current provider

Absolutely would not recommend.
Transferred mobile account after receiving CBA customer discount , paid up front. Took close to a week to receive SIM card in the mail.
Activated SIM on arrival following instructions and received confirmation the service was active as well as confirmation from previous service it had been cancelled and ported from their end.
No service, no connection whatsoever.
Phone requesting network pin to access the service, which has not been provided with the SIM.
Logged service ticket online - took 5 days to hear from anyone.
Spent about 15 minutes trying to explain to tech support what a network pin actually is, after they spoke with another department they finally provided a code - which didn’t work.
Called them back and got transferred between departments twice because nobody knew what I was talking about.
Was advised they would escalate and get back to me which never happened, still unable to access network.
Absolutely useless. Don’t waste your time.

Cancelled my son's mobile sim on the promise of a More telecom better offer. Sim arrived, called to activate (1 hr process with all the on holds) and be assigned a number and they couldn't do it. Promised to call back within 24hrs and no call. Called again and had exactly the same experience. 3 days later, 3 failed "promised" call backs - probably 5-6 hours of wasted time and I cancelled the account (with a promise of being charged $10 plus our initial $19.99 monthly payment) for early cancellation, which after finally talking to somebody who seemed to care in their retention dept, is now in theory being waived and refunded. We'll see....Don't do it to yourself!

Beware More Telecom are selling 4G data as NBN broadband!

For the record
- My More Telecom Account No 43205
- The address is a small shop building with 4 1-2 people non tech savvy businesses that need internet for POS and music activities.
- My home internet provider I have been with for 18 years so I now what good internet delivery looks like

History
Signed up for NBN50+4G backup deal $110/month with More Telecom in November and had internet reasonably quickly. Tenants constant complaining about slow internet and I got then to check there equipment and proximity to the router etc but they kept complaining. As I was busy on checked actual speed 3 weeks ago and found 4Mb/s speed which was slower that my Vodafone phone 4G. Called there tech people twice spent 3 hours on phone changing the More Router setting at the end of each tech support siad done. I checked speed which was still 4G. I said hey this still isnt NBN tech person says yes its only 4G.

Twice called More Supervisor and said I havent had NBN for 5 months ive only had 4G I believe I deserve a refund he advised Ive had internet so whats the problem. I said so you dont see a problem with my contract being NBN50+4G backup and only getting 4G for 5 months he advised no.He advised it was a delay with provisioning.

I responded with my feet and changed to TPG NBN50 ($70/month). Within 3 days had modem delivered, plugged in and had sweet NBN for the first time.

What More are good at:-
- Back in November Sales guys appeared very competent and patient hence why I took the risk and signed with them
- Tech support rep was very good
- Increasing there profitability by selling 4G as NBN

What More are not good at:-
- Understanding what NBN is
- Customer service

So thank you More Telecom for :-
- Making me pay $577 for 5 months of 4G internet. Never had NBN the whole time though the NBN modem was installed and functioning.
- Great support by your customer support supervisor NOT! He kindly supported me submitting this public feedback.
- Making me not want to sign on to smaller tech businesses in the future. I will stick with the big guys

Sign up with the at your own risk and good luck More Telecom.

don't know what this guy or gal is on about below. the guys at more telecom have been great to me. especially mike and canyl who have always been really patient with me when i need extra help on my computer. its not really even there job to help me with some of the stuff theyve helped me with but its great that they are always happy to help me anyway. wont ever leave more telecom and will keep my business phones with them for ever. cheers guys

The issues begin when you're first approached to sign up with their NBN broadband by an attractive male foreigner. False promises and imaginary plans are delivered in exchange for a signed contract which you're advised you don't have to read, apparently you'll receive your contract in the mail but that wont happen.
When you realise a $50 a month - month to month contract doesn't exist you may decide to just cop it. When you still haven't received your promised modem after 2 weeks (even though you were promised 3 business days) you may decide to give them a call. I advise against this. When you finally get your modem you are offered no support with setting it up, just jargon, a derogatory and condensing phone manner who has no patience. when you finally connect to the internet you'll have no use for it as it drops out constantly. Again, avoid calling technical support because you'll end up in tears after being told "well what would you like me to do about it" or "there's nothing wrong with your internet". Even two of the owners are condescending and unhelpful. I cannot warn you enough against this Telco provider. DO NOT SIGN UP! You don't receive the internet connection/speed you pay for, your calls are never returned and they'll hang up on you.

BEWARE