Whirlpool

Hi WP'ers,

This thread will be for the ongoing SOUL Migration. If you have any enquiries just reply.

For start, all ADSL1 customer will be migrated to TPG Plan, this will be done by batch only those who received the email should go to the link provided. Supply your internet username, and password and the corresponding domain.

Should you wish to decline or opt-out, you still have to go the link and choose that option. All those who opt-out the service will be terminated at the end of the month and will not incur any termination fees.

Those who proceed with the migration, their email account will still remain and the support will still be with SOUL.

The migration process is free, you even can select higher plan. The downtime will only takes 45mins up to 4hrs.

You have given 7 days to response, unless otherwise stated, should you did not choose an options, we will choose an option for you that is almost near-similar to the current account.

Those customer migrated that is outside contract, they will put in a 6 months contract. Customer who are in contract that has 6 months or more left, the remaining months length will apply / current contract length will apply. However, in contract that is less than 6 months, a 6 months contract length will apply.

Customer in TASMANIA, the service will be terminated by July 22 as we have no plan option or service for customer in TAS. No termination fees for this matter. Both in contract and out of contract.

Should you have issue with the link. Please email wpenquiry@soulaustralia.com.au your details including the password for verification.

cheers,

Rodolfo

Hey Rodolfo, do you know when the next batch of emails will be sent?

Mettalic, just wait. You'll have plenty of time to find another ISP.

Mettalic writes...

Hey Rodolfo, do you know when the next batch of emails will be sent?

Hi Mettalic,

It will come, but as for exact date, I have no information.

cheers,

Rodolfo

Wonderful, Mysoul.

After hook up problems, no downloadable email for the entire time I have had my account, improperly working account log in features and the worst customer service I have ever encountered, you wish to cap my usage and change my contract.

I'm sure if I attempted to change my contract with you I would have been charged for it.

The one thing I could rely on was the very stable connection and the comfort of unlimited downloads, but you're taking them away also!!!

Looks like I may have to move on. Difficult to get great deals in rural areas.

But first I think maybe a call to the Telecommunications Ombudsman...

Hi WPers,

I do hope that this thread should remain in focus on the topic.

if you have any concern you may email wpenquiry@soulaustralia.com.au

thanks,

Rodolfo

Nipshell writes...

Wonderful, Mysoul.

After hook up problems, no downloadable email for the entire time I have had my account, improperly working account log in features and the worst customer service I have ever encountered, you wish to cap my usage and change my contract.

I'm sure if I attempted to change my contract with you I would have been charged for it.

The one thing I could rely on was the very stable connection and the comfort of unlimited downloads, but you're taking them away also!!!

Looks like I may have to move on.

You are right on all counts.

Difficult to get great deals in rural areas.

Don't know how far out you are, but unless you want 2+ the choice is pretty good for adsl1.

But first I think maybe a call to the Telecommunications Ombudsman...

Nah. Unless they've shafted you moneywise, don't waste your time, money or energy. Just get away as best you can. Get excited about your next ISP. I am.

Soul just doesn't want us to leave. The iiNet provisioning team has told me that they're having difficulties with trying to get Soul to go ahead with the Rapid Transfer. In my opinion it is the fact that everyone is trying to escape from Soul. They must be running out of man-power.

00quick00 writes...

The iiNet provisioning team has told me that they're having difficulties with trying to get Soul to go ahead with the Rapid Transfer. In my opinion it is the fact that everyone is trying to escape from Soul. They must be running out of man-power.

They ran out of manpower before they even pulled this stunt. I said somewhere here recently that they couldn't handle it. They couldn't handle it before this drama – what were they thinking when they decided to change/alter/migrate every customer's plan. Did they think that their phone service would suddenly rise to the challenge & seamlessly sign every Soul sufferer over to TPG. Fixing their problems at the same time? C'mon.

Churning away may become our biggest heartache. Thanks quickman for the prior warning, I'd hoped that it would be cleaner than this.

You guys serious? So I'm going to have to pay $100+ setup fee instead of $35 churn to Exetel? That is if I ever get the email.. If this happens I'm going straight to TIO.

Mettalic writes...

You guys serious? So I'm going to have to pay $100+ setup fee instead of $35 churn to Exetel? That is if I ever get the email.. If this happens I'm going straight to TIO.

The TIO is not the answer to all problems and I bet 98% of TIO complaints come from Whirlpool.

Soul participates in Rapid Churn so you would only have to pay around $30 to churn instead of the full $100 to re-connect your connection.

I guess you don't want CC or DD in case they charge incorrectly... Not sure if this helps, but I have an account with a building society that has a Visa number (Visa debit card). So it works like a CC, but they can only draw money out if it's in the account. You could put just the right amount in each month (branch or online) and that means no extra charge for DD. If they try to overcharge, the BS will charge you a dishonor fee – but the way around that is, you could use them for only that one account.

ahh thanks Just Greg :) never thought about that lol. if anything i would rather use a BS than one of the money grabbing banks.

im currently thinking about the TELD 512/128 plan from exetel
but looking through the site & forum it seems they dont offer a dialup backup.
does anyone know of any good isp's that offer dialup similar to soul?

00quick00 writes...

Soul just doesn't want us to leave. The iiNet provisioning team has told me that they're having difficulties with trying to get Soul to go ahead with the Rapid Transfer.

If the iiNet team have told you that then they are either idiots or lying to you.

The loosing ISP (in this case Soul) has NOTHING to do with a Rapid Transfer.

Mettalic writes...

So I'm going to have to pay $100+ setup fee instead of $35 churn to Exetel?

No.
If you churn them you just pay the churn fee, not a new connection fee.

You only pay the connection fee if you disconnect then reconnect.

On a side note, I think the Exetel forums are going to heat right up again real soon. :-)

Vader writes...

If the iiNet team have told you that then they are either idiots or lying to you.

The loosing ISP (in this case Soul) has NOTHING to do with a Rapid Transfer.

Both ISPs need to participate in Rapid Transfer for it to work. I'm guessing it's simply a fax or an email that it hasn't been replied by Soul.

Mettalic writes...

You guys serious? So I'm going to have to pay $100+ setup fee instead of $35 churn to Exetel? That is if I ever get the email.. If this happens I'm going straight to TIO.

Serious? Yup, I like a joke, but with this, I'm serious.

Relax, relax, mate, many of us are in the same hole as you.

Let Exetel organise the churn (when u get the email). If they're a good ISP they'll fix it. Just makes it harder for them when they have to talk to Soul to fix it. If they tell you about some delay, tell them to stop explaining, you already know the reason.

00quick00 writes...

Both ISPs need to participate in Rapid Transfer for it to work.
Correct.
They both need to have signed up to it, which Soul has.

I'm guessing it's simply a fax or an email that it hasn't been replied to.

Incorrect.
The loosing ISP has nothing to do with the progress of a fast churn.

The loosing ISP is told by TW that the customer has churned from them after it has been completed.

Vader writes...

On a side note, I think the Exetel forums are going to heat right up again real soon. :-)

What do you mean??

whatever migrations happen, I hope they keep BPay as a payment option. I am not signing up for CC or DD.

00quick00 writes...

The TIO is not the answer to all problems and I bet 98% of TIO complaints come from Whirlpool.

LOL your spot on with that comment :)

Vader writes...

On a side note, I think the Exetel forums are going to heat right up again real soon. :-)

I didn't think the Exetel forum ever cooled down?

I've had no time for the internet for several days and took my eye off the ball.

I know this involuntary move shouldn't have come as a shock, but it has, because I didn't think they could manage to migrate almost the entire customer base in one hit without a plethora of problems. Err, come to think of it, I haven't changed my mind!

To my poor compatriots considering heading for Exetel, well, what does one say to such an idea? I was with them for almost 12 months – of pure hell. Yes, Harry K! If you think that you are having trouble with Customer Service with MySoul, wait till you experience Exetels ...

Some of my fellow posters in these forums seemed to think that I was too "pro MySoul" and wondered how on earth I could defend them. Well, the main reason was my communications background – that gave me an entirely different viewpoint of many of MySoul's problems – which could often be tracked all the way back to our good friend Sol Trujillo and his travelling circus. However another *major* reason was that MySoul was so far ahead of Exetel in connection quality and ... gasp ... believe it or not ... Customer Service, that absolutely ANYTHING was better than Living Hell With Exetel. Those thinking of heading off to that ISP probably won't do much research (sadly, I know I didn't). Big download quota, el cheapo price – how could you possibly go wrong?

The thread below, at the moment, only has a single post in it.

/forum-replies.cfm?t=1010344

The trouble is, it's part 2 of the thread – just started. There are fifty full pages, going back many many months, full of dissent, argument and counter argument, all relating to connection speed. Hmm ... you guys'll probably feel right at home after all :D

With MySoul, I had a significant degree of tolerance for whatever travails I encountered. After all, we had a magnificent connection. The trouble with Exetel is that you get similar problems – but with a connection that suffers from inadequate bandwidth provisioning, speeds that are woeful much of the time and a NetEnforcer that throttles P2P to within an inch of its life!!

Other than that, I'm sure you'll all be thrilled with Exetel :D

00quick00 writes...

Soul just doesn't want us to leave. The iiNet provisioning team has told me that they're having difficulties with trying to get Soul to go ahead with the Rapid Transfer.

Internode churned me in 3 days flat. From what I understand SOUL aren't even made aware that Internode have taken over until after the event. All they told me was that I should call SOUL to make sure that my account is canceled.

Harry Kiri writes...

To my poor compatriots considering heading for Exetel, well, what does one say to such an idea? I was with them for almost 12 months – of pure hell.

Thank god I went with Internode. I was within a whisker of going with iiNet. The only thing that made me change my mind was all the whinging and negative posts. Hardly any negatives for internode within their forum.

zackadog writes...

But first I think maybe a call to the Telecommunications Ombudsman...

Nah. Unless they've shafted you moneywise, don't waste your time, money or energy.

The TIO doesn't cost us anything, RSoul has to pay them.

Harry Kiri writes...

ANYTHING was better than Living Hell With Exetel.

MySoul in Hell with Exotel, bit of a theme going here.

I'll be going back to Spin/Comcen, they had good customer response times and technically seemed to provide the service I payed for. I only left for RSoul's $29.95 unlimited and save $10 a month.

Rodolfo T writes...

Customer in TASMANIA, the service will be terminated by July 22 as we have no plan option or service for customer in TAS. No termination fees for this matter. Both in contract and out of contract.

How ****ing disgusting. I'm glad I came over here (to Whirlpool to check on something unrelated) because otherwise I wouldn't have known until I was disconnected! *Thanks* Soul.

I don't get emails from Soul and have had no other communication with them since I signed up. I've made the mistake of recommending Soul several times — having not had a problem with them the entire time I was with them.

I take it this doesn't apply just to the broadband, but also to my home phone?

Are Soul going to reimburse me the cost of transferring to another provider and/or the associated connection/reconnection costs?

Should have known the "never talk to Telstra again" advertising was too good to be true.

THANK YOU SOUL MANAGEMENT!

I was recently told by Michael Davis that my connection is being provided via another provider who isn't part of the SST churn process.

Your request has been received. Your ADSL Internet service will be cancelled between 28.07.08 – 30.07.08. Thank you for your recent support and we hope that you might return to TPG Soul in the future.

:D

Mettalic writes...

Your request has been received. Your ADSL Internet service will be cancelled between 28.07.08 – 30.07.08. Thank you for your recent support and we hope that you might return to TPG Soul in the future.

:D

Yeeeeeeeeeeeeeeehaaaaaaaa!!!!!

Took their sweet time.

I bet you are pretty happy now Mettalic?

Hell yeah.

00quick00 writes...

THANK YOU SOUL MANAGEMENT!

Bummer mate. Is it just you connection? I had no worries churning to Internode.

00quick00 writes...

Michael Davis:
Just a hint.
Your not allowed to quote Whims or emails here.
Your post is going to get deleted.

Michael has also Whimed me about my comments on the previous page.
While my comments were correct in regards to Rapid churn, it appears that the post I was replying to did not contain all the necessary info (That the poster was connected to a port with a wholesaler that does not do rapid churn)
My apologies to iiNet reps for any offence over that.

Vader writes...

While my comments were correct in regards to Rapid churn, it appears that the post I was replying to did not contain all the necessary info (That the poster was connected to a port with a wholesaler that does not do rapid churn)
My apologies to iiNet reps for any offence over that.

Actually Soul does participate in Rapid Transfer.

http://bc.whirlpool.net.au/bc/isp-605-1/soul-communications-adsl.htm

The problem now is that Soul uses Optus line codes on ADSL1 for Telstras DSLAMs which seem to be causing some problems.

00quick00 writes...

Actually Soul does participate in Rapid Transfer.
Correct.
Which is what I based my initial reply on.
Any ADSL1 connection that is connected the "normal" way will be able to use rapid churn.

The problem now is that Soul uses Optus line codes on ADSL1 for Telstras DSLAMs which seem to be causing some problems.

Yes, it appears that some people are connected to Telstra DSLAMS by Optus wholesale.
Im not sure how many are affected by this, you seem to be the only one that has posted as having this problem, so it may be a relativly small number.

Vader writes...

Yes, it appears that some people are connected to Telstra DSLAMS by Optus wholesale.

Im not sure how many are affected by this, you seem to be the only one that has posted as having this problem, so it may be a relativly small number

Bummer. Surely Soul-TPG will allow for these unfortunate folks in their migration timelines? If they don't (as it is their fault), they are going to be in big TIO trouble, methinks.

blissirritated writes...

How ****ing disgusting. I'm glad I came over here (to Whirlpool to check on something unrelated) because otherwise I wouldn't have known until I was disconnected! *Thanks* Soul.

I don't get emails from Soul and have had no other communication with them since I signed up. I've made the mistake of recommending Soul several times — having not had a problem with them the entire time I was with them.

I take it this doesn't apply just to the broadband, but also to my home phone?

["Are Soul..

These were my thoughts extactly. I never recieve emails from soul and wouldnt have known about any of this until my net went down on the 22nd. I havnt been to this forum for 6 months and was just curious about an unrelated matter.

Vader writes...

If you churn them you just pay the churn fee, not a new connection fee.

You only pay the connection fee if you disconnect then reconnect.

Well, I've got some news for many reading here – and I'd appreciate a reply from Rodolfo T about this...

I just phoned Soul. Here's the basic conversation:

Her: Can I have your customer number.

Me: That's not necessary – I just have a simple question.

Her: Yes?

Me: "I received an email explaining Soul plans are being switched to TPG plans. The email contains a link that I have to click before 12th July, or it says I will get switched automatically to a TPG plan. Now I wish to churn to another ISP. First, do you understand what a churn is?"

Her: "Yes."

Me: "Could you please tell me... If I click that email link to notify Soul/TPG I will be opting out – and then contact a different ISP to arrange a churn – will I still qualify for the churn discount with the new ISP?"

Her: "No! If you opt out using the email link, you will be canceling your contract with us and will have to pay your new ISP a full connection fee."

Her phone was crackling like crazy so I could barely understand her. So it was no use continuing to query her on this. The explanations given here – in the thread this one was switched from – have been completely different to what I've just been told over the phone by this Soul rep.

Now I'm completely lost and don't know what we're expected to do.

1. Could Rodolfo T please clearly explain to us the exact process we need to follow in order to churn from Soul/TPG to another ISP – whilst still qualifying for a churn discount with the new ISP?

2. Could we please have some confirmation, that if we follow the answer to Q1 above, and do not receive the churn discount from the second ISP because the answer was wrong – that TPG will refund us the difference.

Thanks for reading...

Actually, let me make this even clearer.

a. If Soul customers who receive the TPG migration email wish to opt out, but do NOT want sign with a new ISP... Do they click the email link and select the opt out option? (I assume the answer is definitely yes in this case.)

b. If Soul customers who receive the TPG migration email wish to CHURN to another ISP (thereby qualifying for any churn discount the new ISP provides), do we STILL click the email link and STILL select opt out? OR...

c. If we wish to CHURN – do we NOT click the email link, and instead ONLY notify the NEW provider we wish to churn from Soul to THEM – and let THEM handle notifying Soul/TPG of our intent to churn?

Hi There,
Ok I'm in the same situation here ..

Only I clicked on opt-out option & confirmed.
I also requested a churn to Exetel for the 15th.

Now in the email they say that my account will be deactivate between the 28 & 30th so I I get churn before there shouldn't be any problem there right?

Rodolfo? could you please answer .. and If it's not the case could you please provide an alternative for me ...

After all I'm still a "valued customer" right !

Just Greg writes...

I received an email explaining Soul plans are being switched to TPG plans. The email contains a link that I have to click before 12th July, or it says I will get switched automatically to a TPG plan. Now I wish to churn to another ISP.

Just got my email this morning (Thank you Santa Soul, I knew you were real).

The link says if you want to opt out, do it by the due date supplied, then they will disconnect you between 28th & 30th July. Churn before then & all should be ok.

Arranged my churn a coupla hours ago. Scheduled for 5 days time. I'm still typing.

zackadog writes...

Churn before then & all should be ok.

Yep... It's just I've been caught many times in the past by conflicting info from different sources within the same ISP, so I want to be 150% sure this time before I click the email link and opt out. I've also emailed them – so I want to see the same reply from at least two different sources.

Just in case he misses it, due to the recently added messages... Could Rodolfo T please take note of the conflicting info being given above – and assist those following along with a reply.

(Poor guy... He's goin' to need a holiday.)

Just Greg writes...

I want to be 150% sure this time

With Soul you'd be lucky to get to 50%. They could change their mind tomorrow.

You could Google "clairvoyant" if you want more than 50%.

Just Greg writes...

1. Could Rodolfo T please clearly explain to us the exact process we need to follow in order to churn from Soul/TPG to another ISP

That was answered in the opening post of this thread.

Rodolfo T writes...

Should you wish to decline or opt-out, you still have to go the link and choose that option. All those who opt-out the service will be terminated at the end of the month and will not incur any termination fees.
/forum-replies.cfm?t=1010038#r1

Just Greg writes...

whilst still qualifying for a churn discount with the new ISP?

What churn discount to the new ISP?
There is none (unless your new ISP decides to give you one).

If you choose to migrate to a TPG plan its free.
If you choose to churn to another ISP, then your responsible for all fees that ISP charges you, however Soul will not charge you any termination fees.

Vader writes...

What churn discount to the new ISP?
There is none (unless your new ISP decides to give you one).

Yes – that's what I meant – the Soul rep on the phone told me if we click the email link and then opt out – that no ISP will give a churn discount, because we are considered to have canceled our Soul contract and so are no longer a Soul customer.

Just Greg writes...

Actually, let me make this even clearer.

a. If Soul customers who receive the TPG migration email wish to opt out, but do NOT want sign with a new ISP... Do they click the email link and select the opt out option? (I assume the answer is definitely yes in this case.)

b. If Soul customers who receive the TPG migration email wish to CHURN to another ISP (thereby qualifying for any churn discount the new ISP provides), do we STILL click the email link and STILL select opt out? OR...

c. If we wish to CHURN – do we NOT click the email link, and instead ONLY notify the NEW provider we wish to churn from Soul to THEM – and let THEM handle notifying Soul/TPG of our intent to churn?

I tried to get an answer to this question way back on the 4th page of the other thread. You will NOT get an answer from soul and that makes me VERY suspicious. There must be some reason they are deliberately avoiding answering.

/forum-replies.cfm?t=972062&p=4

Just Greg writes...

Actually, let me make this even clearer.

Opt out means contract termination. That means you won't be with Soul and will have your line codes removed by the 28th. (Obviously)

Just click opt out if you want to leave, that's it and then churn to a new ISP. Simple, don't complicate things.

Just tried to call again – waited 20 minutes on hold – they went to answer and hung up on me.

I too have been trying to call them to remove my line codes. I waited for 40 minutes on hold and then gave up. Trying their 'special migration hotline'.

Unfortunately the only reason I can think of why they would not answer such a simple question is= They plan on charging EVERYONE who has churned away from them for a breach of contract. Notice in the email that they never specified what would happen if people churned? They say Opt out: We believe you will experience a better ADSL connection in
terms of reliability, support and pricing. We do understand however
that not all customers will want to continue their Internet service
with us, so an "opt-out" option will be available, with no penalties
applied. If this is your decision, we respect your choice and will
arrange cancellation of your service between 28.07.08 – 30.07.08.
Please visit the link above to select the opt-out option.

They never say anything about what will happen if you leave before that date (ie. if you churn to another ISP).

I think they expect people to stay with them until the 30th, even though they expect people to decide if they want to stay with soul/tpg weeks before that date. You must visit the link below before 9/7/2008 to select which of
our current ADSL or, where available ADSL2+ plans, best suits your
needs.
That way they will be able to charge everyone who leaves an early disconnection fee.

I hope that is not true but I can't think of any other reason why they would not answer our questions on this subject.

If you leave after the 28th of July then the line codes will be removed meaning that you won't be eligible for Rapid Transfer. There's no conspiracy and if you actually read the thread you'll notice that others have already churned without the disconnection fee.

VIDEOMAN writes...

the only reason I can think of why they would not answer such a simple question is= They plan on charging EVERYONE who has churned away from them for a breach of contract.

Bring out the tin foil hats.....

You have already answered this with what you have quoted.

so an "opt-out" option will be available, with no penalties
applied.

Guys, how do I check if I'm on Telstra or Optus line?

Mettalic writes...

Guys, how do I check if I'm on Telstra or Optus line?

You're on Telstras Infrastructure (Obviously) as is everyone else.

00quick00 writes...

If you leave after the 28th of July then the line codes will be removed meaning that you won't be eligible for Rapid Transfer.

Where did the email say anything about a rapid transfer?

There's no conspiracy and if you actually read the thread you'll notice that others have already churned without the disconnection fee.

Just because someone hasn't been charged yet doesn't mean they won't be.

I know it sounds like I'm a bit paranoid, but all we want is a simple answer by Rodolfo or someone else at soul. They made this bloody thread, how hard should it be for them to answer these concerns?

VIDEOMAN writes...

Where did the email say anything about a rapid transfer?

I assume once you click on the opt out button you have terminated your contract.

The email says that the line codes would be removed by the 30th so one would assume that you have until then to do a rapid transfer.

I still haven't gotten my email but I have a few questions.

When we get our email and chose to churn to an ISP with a better deal/service do we have to click on the link?, Does it mean for those who are churning and click the link that there is a chance that Soul would cancel the ADSL totally meaning that the codes are removed even though you have churned to a new ISP?

I feel that this is going to be a messy migration.

00quick00 writes...

The email says that the line codes would be removed by the 30th so one would assume that you have until then to do a rapid transfer.

That what I thought ... that's why I
1. choose the opt out option
2. sign up with exetel as a rapid transfer

3. Hoping for the best ....

Now I wouldn't be surprise if Soul overcharge me and I will be watching my next bill very carefully ... .. and so should everybody else ...

and by the way ... Rodolfo .. are you there ????

ADSL2+ writes...

that there is a chance that Soul would cancel the ADSL totally meaning that the codes are removed even though you have churned to a new ISP?

Once you have churned to another ISP your line codes will be changed to that ISPs, and Soul could not have them removed.

Arranged a churn with Exetel for the 16th :)

Need to get Soul line codes removed so I can churn to iiNet ADSL2+. :|

Well, they swapped us to this thread, have not answered a single person's query here yesterday, have not answered my email yesterday, and in the only phone call I was not actually hung up on before even speaking – they contradicted what the Soul rep here has said in trying to help us.

Tomorrow is my last day to click the email link.

I know it's LOGICAL we just click the link, opt out, then have until the 28th to churn – and – still qualify for a churn discount with a new ISP. However, what is logical and just plain right, in practice rarely occurs with ISPs.

Especially when they've just bought out another ISP. Things are so mixed up at this time, that NOTHING goes the way it should – and no-one knows how things work, so keep contradicting each other as we've seen yesterday. For another example, just look at the Koala/Blitz fiasco.

You know those people that go berzerk with axes? That's gonna be me in a week or two if this goes wrong!

Just Greg writes...

You know those people that go berzerk with axes? That's gonna be me in a week or two if this goes wrong!

Sounds like you're the guy from my other thread :P

/forum-replies.cfm?t=1008077

VIDEOMAN writes...

Just because someone hasn't been charged yet doesn't mean they won't be.

We won't be mate. They cannot charge us without TIO going berserk at them. The reality is that you pay for your months internet usage in advance. Therefore, you would have already payed for this months usage. The deadline is at the end of this month...............so you have already payed out your contract mate.

I churned over a few days back.........it means that I have been running Internode for the last couple of days, but given that my SOUL contract is payed out I cannot be charged an early termination fee.

For those that are still hesitant don't be. If you waste time you will not be able to churn to your new ISP......which means instead of $30 churn fee (or whatever your ISP charge), you will have to pay for a significantly more expensive connection fee.

This is what I, and a few of us here have already done,

1. Choose to opt-out.
2. Call up your new ISP, start up an account and tell them to churn you. Don't leave this too late as SOUL will remove the codes by the 28th of this month and churning takes up to 5 working days if no problems are encountered.
3. No need to call SOUL as your new ISP will do that for you.
4. After you have been churned successfully, call SOUL, tell them what you think of them, and make sure that they have canceled your SOUL internet.
5. Enjoy your new ISP.

Postman Pat writes...

They cannot charge us without TIO going berserk at them.

The TIO has never gone berserk at anyone.
They would however make a ruling in your favor in this instance.

but given that my SOUL contract is payed out I cannot be charged an early termination fee.

You cant be charged a termination fee because Soul is altering the contract.

If you waste time you will not be able to churn to your new ISP......which means instead of $30 churn fee (or whatever your ISP charge), you will have to pay for a significantly more expensive connection fee.

Correct.
If they codes are removed, you wont be able to churn, and hence you will have to pay a full connection fee with your new ISP.

1. Choose to opt-out.

2. Call up your new ISP, start up an account and tell them to churn you. Don't leave this too late as SOUL will remove the codes by the 28th of this month and churning takes up to 5 working days if no problems are encountered.

Correct.

3. No need to call SOUL as your new ISP will do that for you.

Incorrect.
Your new ISP has no contact with Soul.
Telstra Wholesale will send the loosing ISP a loss report listing all churns.

4. After you have been churned successfully, call SOUL, tell them what you think of them, and make sure that they have canceled your SOUL internet.

Pointless unless you enjoy hanging on the phone for half an hour to leave a message that may or may not be passed on anyhow.

You have already notified Soul by doing step one anyhow.

5. Enjoy your new ISP.

As long as you choose wisely ;)

I've abandoned any hopes of a Rapid Transfer except now when I try to get the line codes removed, I was told that it would take 3-4 days and even so 'there are no guarantees' since I chose to opt out but my contract hasn't been terminated yet. Why does it take 4 days to login to Telstra Wholesale and to click the remove codes button? Rodolfo, any chance of getting the codes removed immediately? I've email you my details.

Only hope you have is for Telstra to remove the line codes off the wrong Telephone line. ;) Chances of that though are slim. :(

Yay my rapid transfer has just been completed ^_^ I'm now with exetel 1500k plan. I just did a speed test and am very happy with the results.

Test Results from Oz Broadband Speed Test
----------------------------------
Test run on 11/07/2008 @ 01:37 PM

Mirror: OptusNet
Data: 15 MB
Test Time: 95.65 secs

Your line speed is 1.31 Mbps (1310 kbps).
Your download speed is 164 KB/s (0.16 MB/s).

I have not tried p2p yet but I will let you know of the results later.

And just so people know, when checking the application status on exetels website (http://www.exetel.com.au/transfer_order_status.php), don't rely on the "Telstra Completed Your ADSL Transfer On This Date" infomation. Mine still says that it is "pending" yet the churn has already went through. On the day of "Your Requested Transfer Date" you can reboot your router and open a web browser. If you get the exetels "failed login page" then your churn has went through and you can now change your routers usernames and password ^_^

damn double post

VIDEOMAN writes...

Yay my rapid transfer has just been completed ^_^ I'm now with exetel 1500k plan.

Did they say you will get a churn discount?

Because I just rang the 1300 number from back on page 1 of this thread – and got the same lady as I did a couple of days ago. She again said if I want to churn, I should NOT opt out using the email link. She said if I do opt out, then my Soul contract is considered to be canceled, that I will have access until the 28th when line codes will be removed – but from the moment I click the opt out link, a new ISP will NOT give me a churn discount. I said this was just not fair... That TPG were forcing me to shift to a plan I do not want – or, they are telling me I must leave by opting out which means I will have to pay a FULL PRICED signup with another ISP!

She finally realised what I was saying, so put me on hold for about 10 minutes while she spoke to a supervisor. When she returned, she said she had spoken to several supervisors and they had all confirmed that what she said above is 100% TRUE. That if we click the opt out link, then churn, we will not qualify for a churn discount with another ISP. Basically, that we are considered to be customers without a current connection for churn purposes.

She then said the only way around it was to NOT click the opt out link – then let TPG migrate me to a plan that they choose – and my contract term will then end in September (not have another 6 months added on), just as it would have done if TPG had never bought Soul. She said that only AFTER my old contract ends in September, can I churn and THEN will qualify for a churn discount with another ISP.

THIS STINKS!

I'm now going to ring Exetel and ask them if they know anything about this, considering they seem to be getting a few Soul customers. Depending on what I'm told I will then be contacting the TIO.

Edit: Just rang Exetel. Explained – guy put me on hold – a few minutes later phone hung up. TRY AGAIN...

Finally, Monday the line codes will be removed. :)

Just Greg writes...

She again said if I want to churn, I should NOT opt out using the email link. She said if I do opt out, then my Soul contract is considered to be canceled, that I will have access until the 28th when line codes will be removed – but from the moment I click the opt out link, a new ISP will NOT give me a churn discount.

By churn discount do you mean just churn?

If so I chose opt-out on Monday from SOUL, started a churn with Internode on the same day and I have already been connected. I phoned Internode to confirm that I was only charged the $30 churn fee and this was confirmed.

I don't know what that chick is telling you but in my opinion she is totally wrong. Others here have also churned successfully after opting-out. If you opt-out it doesn't mean SOUL will immediately remove your codes.

Maybe someone could confirm this?

Just Greg writes...

Edit: Just rang Exetel. Explained – guy put me on hold – a few minutes later phone hung up. TRY AGAIN...

Thank god for Internode.

Just Greg writes...

Did they say you will get a churn discount?

I assume so. I signed up over the net via the churn link (http://www.exetel.com.au/a_plan_pricing_current.php) not (http://www.exetel.com.au/a_plan_pricing_new.php) and it only took 4 days for it to happen. But I have not been billed yet by exetel or soul so I am not 100% sure.

She then said the only way around it was to NOT click the opt out link – then let TPG migrate me to a plan that they choose – and my contract term will then end in September (not have another 6 months added on), just as it would have done if TPG had never bought Soul. She said that only AFTER my old contract ends in September, can I churn and THEN will qualify for a churn discount with another ISP.

That does not sound good. I wouldn't put it past em though, even if it is pretty much the exact opposite of what the email says.

00quick00 writes...

Finally, Monday the line codes will be removed. :)

That really sucks that you will be whacked with the full connection fee. I bet you are happy about getting things moving though?

Just Greg writes...

Because I just rang the 1300 number from back on page 1 of this thread – and got the same lady as I did a couple of days ago. She again said if I want to churn, I should NOT opt out using the email link. She said if I do opt out, then my Soul contract is considered to be canceled, that I will have access until the 28th when line codes will be removed – but from the moment I click the opt out link, a new ISP will NOT give me a churn discount. I said this was just not fair... That TPG were forcing me to shift to a plan I do not want – or, they are telling me I must leave by opting out which means I will have to pay a FULL PRICED signup with another ISP!

Read the thread.

Click Opt out
Move to a new ISP
If not with a new ISP by the 28th of July then line codes are removed and you won't be able to fast churn
If you do not click opt out then you'll be locked into a 6 month contract with TPG and you'll be moved to a 'TPG recommended' plan. Don't phone up Soul and actually read what the Senior Technician from Soul (Rodolfo) has said and what was in the email.

Postman Pat writes...

By churn discount do you mean just churn?

Yes – sorry – "churn discount" = "not a full-priced, new connection".

I don't know what that chick is telling you but in my opinion she is totally wrong.

And a few of her supervisors too – just great!

If you opt-out it doesn't mean SOUL will immediately remove your codes.

Yes, thanks... Just got this bit of info from Exetel too. The guy said as long I still have active line codes, I can churn. I said, "So just checking – if I'm still connected and using the Internet until the end of the month – I must have active line codes, right?"

"Yes."

Man alive – sorry to put everyone into a panic. I wish when Soul had setup a devoted migration phone number – they had first trained the people in answering it!

Going to click the opt out link now.

Just Greg writes...

Going to click the opt out link now.

It feels good....doesn't it :)

Must. Cling. To. My. ADSL2+. For. As. Long. As. Possible. :(

I wish SOUL would hurry up and send me the bloody email.

Just Greg writes...

but from the moment I click the opt out link, a new ISP will NOT give me a churn discount

Again.
There is no churn discount to other ISPs

The only thing I can think of is that your confusing them by asking about something that does not exist (churn discount to other ISPs).
They may think your talking about the churn to TPG which is free.

Depending on what I'm told I will then be contacting the TIO.

Why?
Because no one will give you something that does not exist?

Postman Pat writes...

It feels good....doesn't it :)
To pay more for a service that provides less?
Not sure why that would make you feel good???

It seems to me that most people in this thread would have been perfectly happy staying with Soul if the plan was not removed.

Vader writes...

It seems to me that most people in this thread would have been perfectly happy staying with Soul if the plan was not removed.

As most people here have complained that RSoul will not respond to emails and leters and they keep customers on hold for 40 plus minutes on the phone, plus RSoul overcharges and lies to customers, where in the hell did you get the idiotic impression that they were happy with RSoul.

Vader writes...

It seems to me that most people in this thread would have been perfectly happy staying with Soul if the plan was not removed.

Yeah right. Dropout extravaganza, incorrect billing, long wait times, slow speeds.

where in the hell did you get the idiotic impression that they were happy with RSoul.

I think your letting your hate of Soul blind you.
Most people would have been very content to keep their $29.95 unlimited plan (It was the best around by far) if they were allowed to.

A few such as yourself have issues with Soul, but for the most people are overall happy with them.

00quick00 writes...

Dropout extravaganza

Your really in the minority here.
Everyone I personally know on Soul have connection times in the weeks range commonly.

incorrect billing,

Had that twice with Soul.
Fixed ok both times so yeah, they have a little work here.

long wait times

Well Doh!!!!
We all knew that when we joined Soul.
Its all part of the price/service equation.

Are you seriously trying to tell us that you joined a Budget price ISP expecting first class service?
Didn't you do any research into Soul before signing a contract with them?

slow speeds.

Yeah I really hate waiting 10 to 15 minutes for a torrent to download...

Postman Pat writes...

SOUL and Vader sitting in a tree
Heh....
I haven't heard something like that for 30 years or so...

If you have a look, you will see some complaints/negatives Ive posted in here about Soul in the past.
Hey look, even listed some in the post directly above yours ;)

Vader writes...

Dropout extravaganza

Your really in the minority here.
Everyone I personally know on Soul have connection times in the weeks range commonly.

In November Soul had 4 state wide faults for WA in 1 week which each lasted 12 hours. Every month at least 1 state wide outage would occur. When they merged with TPG, things became much smoother.

Vader writes...

Your really in the minority here.
Everyone I personally know on Soul have connection times in the weeks range commonly.

I've had dropouts daily and it's nothing to do with me nor the phoneline.

Had that twice with Soul.
Fixed ok both times so yeah, they have a little work here.
Took me ages to get my bill fixed after a long run around.

Well Doh!!!!
We all knew that when we joined Soul.
Its all part of the price/service equation.
I didn't know about the long waiting times until I needed to call Customer Service. Funny that sales has or had a better if fact 100% better call waiting times.

Yeah I really hate waiting 10 to 15 minutes for a torrent to download..

I found browsing slow and well downloads were slower then dial-up and still are!

00quick00 writes...

Don't phone up Soul and actually read what the Senior Technician from Soul (Rodolfo) has said and what was in the email.

Well, I did – but he does not actually mention churning anywhere. I know he says someone's contract ends now – and their connection ends at the end of July. No penalties – from Soul – were mentioned too.

But the subject of churns was never covered.

At least you'll exactly what to do by the time you do, thanks to others' suffering. : )

Postman Pat writes...

It feels good....doesn't it :)

Does to me, Pat.

G'day Vader. "Pay more for less" is disputable; it depends on your needs. I just churned away from Soul's 256 unlim. to aanet kickstart2 (1500/256-15G) for an extra $3 roughly per month. Had to bundle my phone also, but now I can use skype voip to my rellies, hopefully their email system works, someone will probably answer the phone, & I know that their WP rep (very senior) is always there.

Gotta suck it & see yet, but for $3 a month more I don't think I'll get "less".

1500/256 – can't wait!

Vader writes...

They may think your talking about the churn to TPG which is free.

No – she fully understood what I meant alright. Otherwise she wouldn't have said I'd need to stay with Soul until my old contract ends in September, in order to qualify for a churn with another ISP.

It's just that people are being given contradicting information.

Vader writes...

It seems to me that most people in this thread would have been perfectly happy staying with Soul if the plan was not removed.

lol

ADSL2+ writes...

I found browsing slow and well downloads were slower then dial-up and still are!

Then you're too far away from your local telephone exchange and that's not Souls fault. (Which I doubt since Telstras cut off is around 40dB, but then again some people have been connected at some extraordinary lengths)

Maybe you should consider Telstras Business ISDN or 8000kbps broadband.

Try lodging a fault with Telstra so they can check it out.

00quick00 writes...

that's not Souls fault

You working for Soul now?

00quick00 writes...

Then you're too far away from your local telephone exchange and that's not Souls fault.

ROFL A typical fanboi statment. You really should shut up if you don't know where the person is and howfar from the exchange they're from. I've been with other ISP's on the same phone line and speed isn't an issue with those ISP's infact I was getting 165kbps on a 1500/256k ADSL. I'm 1.5km by road from the exchange and 2km via the phoneline.

00quick00 writes...

Maybe you should consider Telstras Business ISDN or 8000kbps broadband.
Only if you're willing to pay for it.

I would have been *reasonably* happy to stay. (After years of 256K, 512K was looking attractive though.) Mind you, I joined when they had an ok call centre, and never needed to use the more recent "poor" one.

zackadog writes...

G'day Vader. "Pay more for less" is disputable; it depends on your needs.

Yes it does depend on your individual needs.

You have found something batter elsewhere.
Others (if they analyze) their requirements will doubtless find the same as well.
And y