COVID-19

Information Hub

As the global telecom industry manages the impact of COVID-19, find out how we’re evolving our network and processes in response, and what this means for you and your end-customers.

1GB bolt on charges reduced

From 27 April 2020 until 31 July 2020, the cost of 1GB data bolt ons will be reduced to $2 (excl. GST). A credit to your invoice for the difference between the current cost of the 1GB bolt on and the new price of $2 will be added after 31 July 2020.


 

Australian number portingVoice

CAT-A porting   Recommenced 06 April 2020  Telstra resumed activity for LNP CAT-A and CAT-C (as the Donor Carrier) requests on 6 April 2020 and they continue to deliver to agreed service levels.

CAT-C porting (Telstra as the Losing Carrier) Recommencing 18 May 2020  

Telstra will reopen the remainder of complex CAT-C porting (Telstra as the Losing Service Provider) on the 18th of May. Telstra’s priority will be to clear the backlog of requests that were in-flight prior to the 25th March, when LNP activity was paused. Whilst Telstra’s priority is to clear the backlog as quickly as possible, they have advised they will only have very limited capacity (~10%) on new incoming requests while they work on clearing the backlog.

As such, iBoss anticipates there will be significant delays, which will not only impact those port requests which have been on hold, but also any new port requests submitted after 25 March.

Between now and the 18th of May, Telstra is upskilling/retraining existing staff as part of their new onshore team to manage complex CAT-C porting. In addition, Telstra is recruiting external staff to further increase their porting capacity. At this stage, iBoss has been advised Telstra expects to resume BAU porting in mid-July.

iBoss LNP Status Update
There has been no interruption to our porting activities. We continue to process all non-Telstra porting requests (port in / port out) in accordance with the LNP lead times.

Emergency Services Telstra has advised LNP activities related to Emergency Services will be considered on a case by case basis. If your customers do have a legitimate request, please submit to iBoss via our Porting Escalations email address (portingescalations@mnfgroup.limited). 

Other porting continues Only Telstra porting is affected. Ports from other carriers, such as Optus and TPG, continue, although you may experience significant delays. Our porting teams are based in Australia and continue to operate. We are working extended shifts to clear backlog and ensure continuity.


Allowing suspension of on-net services (VoIP)

If you have customers who have had to close their business as a result of COVID-19, we can suspend their services. Suspension of any services is at your Account Manager’s discretion. To request the suspension of services, you will need to log a ticket via Aspire in order for the request to be approved by your Account Manager. We may require supporting information for the request to be approved. Please allow 5 business days before the end of the billing cycle once approval has been granted for the team to make the changes. If the request is approved, the service will be suspended and unusable. The access fee will be rated at $0 from the following billing cycle until the service is reactivated. These suspension measures will be in place until 30 June 2020 and these may be extended further beyond this date.

Allowing suspension of off-net services (Ethernet)

Subject to the approval of our upstream provider, we may be able to assist with the suspension of off-net Ethernet. Requests to suspend these services is not guaranteed.
 
Please reach out to your Account Manager to discuss this option if you have customers who have had to close their business as a result of COVID-19.


NBN Services

NBN recently announced they would waive charges for additional capacity up to 40%. The carriers have agreed to pass on this benefit, allowing us to meet increased demand. 

We are actively working with the carriers to determine how financial hardships and relief assistance will be treated for NBN services and will let you know any updates when we learn of them.


ISDN, PSTN and ADSL services

  • ADSL, ISDN and PSTN cease sale disconnections as part of the NBN rollout project have been put on hold until 30th June.
  • End customers can continue using these services for the time being.
  • Service providers are advised to plan to move customers to SIP Trunks or Hosted Voice and NBN or Fibre.

Customer support hours

  • Telstra helpdesk has reduced support hours
  • Our support hours remain the same, and in many cases we are working extended hours to resolve faults – please be mindful of increased support volumes at this time
  • Where we need to work with Telstra to resolve a fault, the service time may be significantly longer than normal.

 

Last updated as of 1 May 2020.