Whirlpool

I signed up approx 2 yrs ago with bigpond next g wireless using a usb modem i purchased for $299 outright and went onto a 12 month contract. I disconnected the modem approx 8 months ago and was told i could never use the same account again.
Not at any time was i told the modem would be made completely useless and i could never ever use it again.

I just got off the phone from bigpond trying to reconnect it (knowing i would have to create a new account and go on another contract) only to be told my $299 is gone down the toilet because i cannot use modem again. I now have to purchase a new modem or go on a 36 month contract and hook up a telstra landline to get another modem at no charge!!

Bigpond were not willing to help me in any way, shape or form. I even asked if they could cover 50% of the cost of a new modem and they would not even consider it.

The things that have annoyed me is the lack of bigpond wanting to help and the fact i was not informed that the modem would be useless after closing the account. So my advice to anyone considering wireless internet is not use bigpond if you think you may cancel your account at any time for any reason at all as you will lose all use of your modem you paid good money for!!

Don't get me wrong, the coverage and speed were great and at the time, worth the money, but i just think they could have helped me considering i have now lost $299 and will never recommend them to anyone!

its possible activations need to submit a form to have the device removed from old account and made ready for a new account, getting them to do it is a differant story

Its the same old story with Bigpond Support, undertrained, underpayed = useless.

The accounts are device specific, they have a 1 to 1 relationship with the device however - I would try to talk to a manager, the IMEI and USIM numbers can be allocated to another account - unless process has changed at Bigpond.

Just keep at them, althought sometimes it can take weeks for IMEI allocations to go through.

StrykeR3K writes...

Don't get me wrong, the coverage and speed were great and at the time, worth the money

I agree, the technology is great - its the backward company that owns thats the problem.

If Bigpond won't let you use any of their previously supplied hardware, can they issue you just an account, with no hardware, and let you use your NextG mobile phone as a modem then??? This would cost you less than another modem, and will give you something useful when/if you cancel the account again in the future. <g>

3x0dus writes...

its possible activations need to submit a form to have the device removed from old account and made ready for a new account, getting them to do it is a differant story

I have had matters escalated regarding this to BigPond National Customer Relations and even them are unable to resolve this issue so that a wireless modem can be re-used.

It's unfortunately not possible from what I have been told and from the matters I have dealt with.

oscyaki writes...

It's unfortunately not possible from what I have been told and from the matters I have dealt with.

Technically it is quite possible, administratively it is not, again as said earleir it is a bigpond plan, they just want another $299.

Steve the (original) name pirate

Steve writes...

Technically it is quite possible, administratively it is not, again as said earleir it is a bigpond plan, they just want another $299.

Just forget BP if you want serious NextG, the Telstra DataPack and CDCS // Telstra supplied CDM-882seu Modem is far better.

The user owns it and on casual plans there is no contract.

iFix writes...

Just forget BP if you want serious NextG, the Telstra DataPack and CDCS // Telstra supplied CDM-882seu Modem is far better.

I concur. Why don't you go with Telstra Mobile Broadband. The pricing is similar to Bigpond Wireless. You might even be able to use your existing modem if it's not locked with a MEP code or similar.

www.telstra.com.au/busin...ns/datapacks.htm

Telsta/Bigpond is so backward when it comes to stuff like this.

oscyaki writes...

I have had matters escalated regarding this to BigPond National Customer Relations and even them are unable to resolve this issue so that a wireless modem can be re-used.

It's unfortunately not possible from what I have been told and from the matters I have dealt with.

It is more then possible, you need to ring activations and ask them to put a webform request in to have the device unlinked from the closed account. If they refuse to do it speak to a team leader, if they wont do it (some wont who are untrained) lodge a complaint via the TIO area of Bigpond. Once unlinked you can just re-run the setup cd to create a new account with the existing device.

I have had two devices unlinked in the past and was able to re-signup with one device and passed the other on to someone else to use with out issue.

losi writes...

lodge a complaint via the TIO area of Bigpond

Well the lovely people I spoke to at BigPond Customer Relations (the TIO area of BigPond) would not do it in my cases.

You must have a dud complaints person then, because they did it for me and I have a letter from bigpond relations confirming the device and IMEI was removed from the closed account.

As losi says it is definitely possible. I've lodged countless forms to get these devices "cleaned". If you keep lucking out with activations/accounts try tech support. You should be able to get one to lodge the necessary form.

Az84 writes...

As losi says it is definitely possible. I've lodged countless forms to get these devices "cleaned". If you keep lucking out with activations/accounts try tech support. You should be able to get one to lodge the necessary form.

I should do an ADIR against the BigPond CRT consultant that I had then.

They're supposed to be the be all and end all.

oscyaki writes...

I should do an ADIR against the BigPond CRT consultant that I had then.

They're supposed to be the be all and end all.

Can I ask though where you got the device? If it was bought through somewhere like eBay then sometimes we really can't do anything about it. Depending on the status of the account the "owner" of the device has to give permission. BigPond isn't allowed to call that person, tehy have to contact us.

Az84 writes...

Can I ask though where you got the device? If it was bought through somewhere like eBay then sometimes we really can't do anything about it.

He clearly states that this particular modem was purchased for $299, the regular overinflated bigpond price, and has been previously connected to Bigpond on a account under his own name.

StrykeR3K writes...

I signed up approx 2 yrs ago with bigpond next g wireless using a usb modem i purchased for $299 outright and went onto a 12 month contract.

I think that quite clearly qualifies him as the owner of the device.

Depending on the status of the account the "owner" of the device has to give permission.

So this clearly is just Bigpond wanting two bites of the pie.

Steve the (original) name pirate

Steve writes...

He clearly states that this particular modem was purchased for $299, the regular overinflated bigpond price, and has been previously connected to Bigpond on a account under his own name.

I think that quite clearly qualifies him as the owner of the device.

So this clearly is just Bigpond wanting two bites of the pie.

Actually Steve I was referring to oscyaki as I clearly stated by quoting the post I was replying to. I read StrykeR3K's post and oscyaki's situation may be completely different.

Steve writes...

I think that quite clearly qualifies him as the owner of the device.

He IS the owner of the device.. As such the modem should be "unlocked" just like any mobile device should be.
Like , you bought the car, but we keep the key?
Ridiculous..
I bought one for my daughter..So that means she wont be able to sell, give or pass on "Her" modem to any other party?

Up the Creek writes...

As such the modem should be "unlocked" just like any mobile device should be.
Like , you bought the car, but we keep the key?
Ridiculous..
I bought one for my daughter..So that means she wont be able to sell, give or pass on "Her" modem to any other party?

Please people can you read properly before posting. Yes it is very possible for this to happen. I know that for a fact. I have submitted many of the forms required. I have also seen how those consultants do it but only they have the access. All they do is change the device status to Ready and it will be able to have a new account attached to it. If your daughter wished at some point in the future to sell it or give it to someone she'd have to call up before she did that and ask for the device to be set back to Ready.

Az84 writes...

I know that for a fact. I have submitted many of the forms required.

All they do is change the device status to Ready

Ok thanks, Will keep that in mind..

Az84 writes...

Actually Steve I was referring to oscyaki as I clearly stated by quoting the post I was replying to. I read StrykeR3K's post and oscyaki's situation may be completely different.

Ok, I re-read the thread, got confused with differnet people posting, you may be right his situation may be different administratively, but technically his situation is still the same. The owner of the modem is the person who purchases it;

Up the Creek writes...

He IS the owner of the device.. As such the modem should be "unlocked" just like any mobile device should be.

I agree completely with Up The Creek, as long as the purchase was a legitimate purchase (ie: not a stolen item as smetimes happens on ebay and such like) all that should be required is the serial number of the modem as proof of ownership.

If the original owner has sold the modem he is no longer the owner, the purchaser is the owner no matter what Bigponds records state, it's just Bigponds systems that are at fault.

Steve the (original) name pirate

Easiest option: www.corlit.com/weblinks/...stra_setup_notes

Casual Telstra data plans are also avaliable, so you won't be tied into another long contract.

Pretty straight forward to resolve and have done it numerous times > If your original account is closed and the IMEI and IMSI is still assigned that account > call through to Tech support and get them to call BOH activations to get the device set to a "ready" state meaning it can be run through the rego portal as if it was a Retail Self install Kit (RSIK). so you can set it up like a brand new card .

Get a prepaid NextG sim and use 1Gb data packs (recharge from ebay and it's half the price) ie 1Gb=$40

The modem will work with any Telstra nextg sim (instead of bigpond sim)

Az84 writes...

Can I ask though where you got the device?

It's not mine. It is a customers. I was handling a complaint made within a Telstra Shop.

hey sorry if this is a silly question...
I have the nextG orange usb laptop modem. I'm on a 1GB monthly casual contract. Can I use this prepaid NextG sim recharged on ebay you mentioned?

Steve writes...

The owner of the modem is the person who purchases it;

Thats correct but the owner of the modem may not match the owner of the account. And the owner of the account is the one who has to ask for it to be done.

Az84 writes...

the owner of the account is the one who has to ask for it to be done.

Once the account is closed, the modem should be reset.. Period..

Up the Creek writes...

Once the account is closed, the modem should be reset.. Period..

It would be nice to live in a perfect world. But we don't. Period.

Az84 writes...

And the owner of the account is the one who has to ask for it to be done.

The owner of the account is responsible for the account, just like an ADSL account it should independant of the modem used. If I sell my ADSL modem it's not locked to my account and only able to be released by me, why should the nextG modem be so locked?

Steve the (original) name pirate

Steve writes...

The owner of the account is responsible for the account, just like an ADSL account it should independant of the modem used. If I sell my ADSL modem it's not locked to my account and only able to be released by me, why should the nextG modem be so locked?

Because the as you well know the device is linked to the account. The problem is that BigPond need to be able to sell SIM cards. It's not really the device but the SIM that's the problem.

As for ADSL modems BigPond is about to change how they work as well. Soon they will be linked to accounts by serial numbers so customers won't have to input their username/password. I'm worried that we'll start having similar problems with them as we are with people selling used Next G devices. Even worse is if they don't delink modems properly you could take somebody else's modem and use their details, as long as you have BP codes on your line.

Az84 writes...

The problem is that BigPond need to be able to sell SIM cards. It's not really the device but the SIM that's the problem.

Will BigPond provide just a SIM if you already have your own hardware e.g. a previously supplied BP3-EXT, or a NextG phone which can be used as a modem?

bigdish writes...

Will BigPond provide just a SIM if you already have your own hardware

Unfortunately no. At this stage only Telstra Next G can do that.

bigdish writes...

Will BigPond provide just a SIM if you already have your own hardware e.g. a previously supplied BP3-EXT, or a NextG phone which can be used as a modem?

You could get just a $0 Telstra Mobile Broadband plan and then add the Next-G data pack you need onto that. :)

oscyaki writes...

You could get just a $0 Telstra Mobile Broadband plan and then add the Next-G data pack you need onto that. :)

Unfortunately I find Bigpond's unmetered sites and download area very useful, which I believe you can't take advantage of if on Telstra's plans? Is this correct?

bigdish writes...

Is this correct?

Correct. Only BigPond customers can get free usage from those areas.

Az84 writes...

Unfortunately no. At this stage only Telstra Next G can do that.

So it's an administrative/money making issue,they could but they choose not to.

Steve the (original) name pirate

Steve writes...

So it's an administrative/money making issue,they could but they choose not to.

...a bit like their choosing not to offer shaped plans for wireless. It's very easy to exceed your limit on such a fast system, and hence is another wonderful money spinner for them I'd imagine.

Sorry I'm still confused.

I have a Bigpond account and a blue usb modem, and I am about to ring bigpond and close the account.

I would like the possibility of using my modem in the future, or maybe selling it.

Would someone type, in point form, what I need to ask for when I close the account, so that i can reuse my modem in the future?

Up the Creek writes...

He IS the owner of the device.. As such the modem should be "unlocked" just like any mobile device should be.
Like , you bought the car, but we keep the key?
Ridiculous..

Thats right, as far as i am concerned, the fact i paid $299 from a telstra dealer here in Oz, should make me the owner of the device. I will keep trying to get something out of bigpond, but i don't like my chances. I can only say, that i wouldn't recommend them to anyone.