Mint Telecom Questions & Answers (page 2 of 3)

Hi Melissa,
A telstra modem will work for fibre to the premise or fixed wireless but not for any other nbn types or voice as telstra lock settings that need changing.
Cheers
Michael

Hi Pat,
You will only ever speak or deal with someone in Hobart, Tasmania.
Cheers
Michael

Hi bobbysdad,
NBN are a wholesale only business so your interaction is with a Retail Service Provider (RSP) like Mint.
For the New Development Fee - the way it works is NBN Co charge the RSP and the RSP charges the customers.
So if that fee is applicable and you signed up with Mint you would pay us the fee (which would flow through from us to NBN Co).
Cheers
Michael

Hi Christine,
You could maybe try getting her a calling card that she can use from the prison? Not something we can help with as we don't offer calling cards and outside of that the call charges are determined by the prison so can't see any easy options.
Cheers
Michael

Hi Edgar,
NBN Co manage and perform installations for all providers.
If you were our customer we would already be reviewing and trying to find out why it was not completed, but we have no visibility when you are not a customer.
If you want us to help, then contact us via 1300586468 and once you have signed up as a customer we can commence the process to connect you.
Cheers
Michael

Hi,
No we don't.
The reason is that email addresses from an ISP are not transferable so we don't think they are a good idea.
Google (gmail) and Microsoft (Outlook) provide free services that are better than any ISP email service and accordingly that's what we recommend.
Or for a business there are plenty of specialised businesses that are set up for this, it's not really an ISP service any more.
Cheers
Michael

Hi Hydraflexx,
Sorry to hear about your problems. We don't offer any mobile backups, albeit you can set these items up yourself - it just depends on what the impact is if there is no internet. I.e. a business should have redundancy in place whereas a consumer may or may not require.
In general, once connected, the NBN network is quite reliable and outages to the extent you are advising are quite rare in our experience.
Cheers Michael

Hi Jet,
We set our products up to work so would expect a much better performance.
That said, if there is a capacity problem on the tower the performance won't change no matter which provider you choose.
We'll definitely be easier to deal with to work that out though and per above, if you can't get the speed we'll be working with you to log a fault to Nbn Co to fix for you.
Cheers
Michael

Hi Pamsiwamsie,
Thanks for considering us. To sign up or if you want to discuss further, just give us a call on 1300586468.
Cheers
Michael

Hi Alex,
I'm not sure anyone can properly offer a guarantee on speeds based upon how NBN Co currently charges.
However, whilst we don't guarantee, we work very hard to deliver you the speed you pay for at the vast majority of the time - its in our interest to do so as we don't have long term contracts, just 6 months, and our cancellation fees are also low, just $99 per service.
So our interests are definitely aligned - its why we don't offer unlimited services as its very hard to deliver that much data AND the speed based upon the current NBN Co pricing construct.
Re landline, its optional on NBN. We have plans without, plans with a landline for no cost and you pay for calls or plans with included calls.
Cheers
Michael

Hi Scrivener, we do have a 200GB option available on FTTP and FW, just not available for all types of NBN. Otherwise, the price difference between the differing inclusions is negligible yet the legal requirements to provide additional plans is large (multiple differ plans requires a lot of setting up and managing). In fact, many ISP's only offer unlimited these days and don't bother with the range that Mint does.
So, very simply, we choose to keep things very simple and make sure what we do we do well.
Cheers
Michael

Hi Frederica,
Yes, you just need to contact us directly to advise what your specific problem is and we can see how we can help.
Note, adsl upload speeds are only a maximum of 1Mbps so is slow by design. Additionally, adsl download speeds are largely determined by distance from the exchange (further away the slower it gets) and quality of your copper.
Either way, please contact us directly (call or email us) and we can review for you.
Cheers
Michael

Hi Ruby,
Yes, if you move to Mint we can move your existing phone number across for you.
Cheers
Michael

Hi MickP14,
We don't offer 24 hour support. I'm not too sure if anyone offers that in Australia from an Australian based service centre (we operate from Hobart).
Also, the network providers are not open after hours for faults - they monitor large network outages 24/7 365 but for individual faults its purely mon to fri bus hours.
Out of hours we are contactable via email, voicemail and facebook private messages, but all we can do at those times is help with any local setup issues which are also issues typically able to be done by customers themselves (we provide guides, etc on all the common issues).
Cheers
Michael

Hi Ming,
Yes the changeover would be smooth. Our modems are NBN Ready so when the time came all that would be required is to pick a new plan, we then organise the upgrade for you. Once active you simply need to login to the modem to update the username - which we can help with (its not hard).
Cheers
Michael

Hi Marcio,
Happy to review for you. I'll shoot you an email as the timing will be all about what is available at your specific address.
Cheers
Michael

Hi Bigwal,
The call centre is open 9am to 5pm Monday to Friday, however we are reachable out of hours via:
- leave us a voice mail
- email us
- go to our Facebook page and send us a private message
We respond at all times (if we're awake). Note that nbn and telstra only are open weekdays for faults so not much we can do for those (network outages are monitored 365 24/7 but are realistically rare).
Cheers Michael

Hi Parrafan,
Sorry for the confusion. The plans are listed on our website and if you review my response to Tina whilst reviewing the website it should be clear.
Mint Middle and Ultimate (there is also Starter and Nude) are shown there. The difference for these plans is the calls that are included in the packages and as per my response to Tina the Nude bundle is a metro only plan.
Cheers Michael

Hi Desley,
As you've already sent us an email which I've responded to with all your answers, I'll be brief here.
Speed on ADSL is determined by lots of factors, the primary one being how far you are from the exchange. With that information we can start to get a guage for what sport of speed we'd hope to deliver for you, but as its ADSL and involves copper there are no guarantees on speeds.
Our Nude Bundle is the plan you would be after, if does require a working phone (as we use the Telstra network and its required) but is designed for people like yourself. The monthly plan fee is $69.95 for the line rental and unlimited ADSL.
Cheers
Michael

Hi Lachlan,
We utilise the Vocus network as, in our opinion, it's the best in the country.
In terms of back haul, it's varied. Vocus is on net to approx 118 of the 121 POIs since acquiring Nextgen and they also have a deal with Telstra for all 121 POIs.
Re Fixed Wireless tower congestion, that is 100% a NBN Co issue. It's relatively uncommon, but I am aware of a couple of towers and we (like everyone) are waiting for NBN Co to upgrade.
Cheers Michael