PennyTel & iVoisys FAQ

As you may be aware, PennyTel & iVoisys have entered into provisional liquidation, jeopardising the continued supply of your services.

MyNetFone is committed to ensuring continuity of your PennyTel and iVoisys services and maintaining ‘business as usual’ during the transition.

FAQ Categories

MyNetFone understands that you may have many questions about PennyTel - we will continue to add more information to these FAQs as it becomes available.

Please do not contact the MyNetFone Call Centre, as they will not have any additional information other than what is provided here. 

Category Updated
  • Updated 13.12.2013
  • Updated 21.11.2013
  • Updated 13.12.2013
  • Updated 13.12.2013
  • Updated 31.10.2013

General/Accounts

Q: Will my plan or call rates change? (Updated 13.12.2013)

Q: Why is MyNetFone contacting me?

Q: What will happen to my PennyTel or iVoisys account?

Q: Who do I contact for support or customer service?

Q: I have not received a response to my enquiry from PennyTel. Can you help? (Added 31.10.13)

Q: How do I make payments on my existing PennyTel service? (Added 31.10.13)

Q: My PennyTel or iVoisys service is out of credit, will I be able to top it up?

Q: How do I request or follow up on any refunds due to me? (Added 31.10.13)

Q: Would any charge disputes I had with PennyTel now be managed by MyNetFone? (Added 31.10.13)

Q: Will I have to go on a different plan?

Q: How do I reset my password to log into my PennyTel account? (Added 31.10.13)

Q: Who can I contact for more information about this change?


Q: Will my plan or call rates change?

Following a comprehensive review of PennyTel services & pricing, some plan costs will be changed from 1st January 2014 including PennySIM, Data SIM and ADSL plans. The customers who have these plans are being notified via email with the updated pricing and the actions required.

Despite the price change, we are confident our plans still present great value and are very competitive.

If you prefer to cancel your PennyTel service, you can do so by sending a cancellation request via our online form.  We will waive cancellation fees for those currently in contract on services that undergo a price change ONLY  if you send in a cancellation request before 1st January 2014.


Q: Why is MyNetFone contacting me?

MyNetFone has been working with the court appointed provisional liquidator and Pennytel and iVoisys's key suppliers with the aim of ensuring continuity of service to Pennytel and iVoisys's Mobile, VoIP, Broadband and Business customers. We are pleased to announce that we have now secured the necessary agreements to achieve this aim. 


Q: What will happen to my PennyTel or iVoisys account?

Our priority is to ensure services & accounts remain operational.

We are pleased to announce that Credit Card payments on PennyTel accounts have been restored. You are now able to top up your account to continue using PennyTel services. This is MyNetFone's first step in demonstrating its commitment to keep PennyTel customers’ services operating.


Q: Who do I contact for support or customer service?

Normal Technical Support and Customer Service will continue to be provided by the PennyTel and iVoisys teams.


Q: I have not received a response to my enquiry from PennyTel. Can you help?

At the moment, the MyNetFone contact centre cannot provide any PennyTel-related assistance.

Please raise a Support Request with the PennyTel team and it will be attended as soon as possible. The team is a little busy right now, so we appreciate your patience.


Q: How do I make payments on my existing PennyTel service?

I can continue making payments by BPAY or Credit Card into the PennyTel web portal. If payment arrangements change in the future, MyNetFone will notify you.


Q: My PennyTel or iVoisys service is out of credit, will I be able to top it up?

We are pleased to announce that Credit Card payments on PennyTel accounts have been restored. You are now able to top up your account to continue using PennyTel services. This is MyNetFone's first step in demonstrating its commitment to keep PennyTel customers’ services operating.


Q: How do I request or follow up on any refunds due to me?

Please raise a Support Request with the PennyTel team and it will be attended as soon as possible. The team is a little busy right now, so we appreciate your patience.


Q: Would any charge disputes I had with PennyTel now be managed by MyNetFone?

At the moment all customer service enquiries, including billing disputes, are being handled by the PennyTel support team via the regular process.


Q: Will I have to go on a different plan?

This is yet to be decided. We will undertake a full service review & will provide updates to you regarding your specific services.


Q: How do I reset my password to log into my PennyTel account?

You can reset your password for the PennyTel portal by clicking on the ‘Forgot Password?’ link in the login window. If that is no successful, please raise a Support Request with the PennyTel team.


Q: Who can I contact for more information regarding this?

At this time, all the information we can provide is located on this page. We will continue to add more content as it becomes available. 

Please do not contact the MyNetFone Call Centre regarding PennyTel or iVoisys accounts - our team will not be able to provide any information other than to direct you to this page.

If you feel that you have urgent questions not covered in the FAQ, please email:

Normal Technical Support and Customer Service will continue to be provided by the PennyTel and iVoisys teams.


PennyTel VoIP
Q: Will my plan or call rates change? (Updated 13.12.13)

VoIP plans and pricing have been reviewed and there is no plan to change them at the moment. For now, you do not need to do anything. 


PennyTel DSL

Q: Will my service charges change? (Updated 13.12.13)

Q: Will my 24 month contract with PennyTel carry over to MyNetFone or will it be voided? (Updated 13.12.13)

Q: Can I cancel mid-contract without penalty? (Updated 13.12.13)

Q: I am about to relocate so who do I talk to – PennyTel or MNF? (Added 31.10.13)


Q: Will my service charges change?

Following a comprehensive review of PennyTel services & pricing, some ADSL plan costs will be changed from 1st January 2014. The customers who have these plans are being notified via email with the updated pricing and the actions required.

Despite the price change, we are confident our plans still present great value and are very competitive.

If you prefer to cancel your PennyBroadband service, you can do so by sending a cancellation request via our online form.  We will waive cancellation fees for those currently in contract on PennyBroadband services ONLY if you send in a cancellation request before 1st January 2014.

To move your service to another provider, contact your chosen provider directly and request them to churn your DSL service using your phone number. This process typically takes approximately 3 business days so you have plenty of time before the price change comes into effect to make alternate arrangements.


Q: Will my 24 month contract with PennyTel carry over to MyNetFone or will it be voided?

If you prefer to cancel your PennyBroadband service, you can do so by sending a cancellation request via our online form.  We will waive cancellation fees for those currently in contract on PennyBroadband services ONLY if you send in a cancellation request before 1st January 2014.


Q: Can I cancel mid-contract without penalty?

If you prefer to cancel your PennyBroadband service, you can do so by sending a cancellation request via our online form.  We will waive cancellation fees for those currently in contract on PennyBroadband services ONLY if you send in a cancellation request before 1st January 2014.


Q: I am about to relocate so who do I talk to – PennyTel or MNF?

If you need to re-locate a PennyTel DSL service, please contact the MyNetFone Residential Support team on 1300 731 048. Our Customer Service Center is open between 8:30am and 8pm AEST from Monday to Friday, and 9am and 4pm Saturdays.


PennySIM

Q: Will my PennySIM service charges change? (Added 13.12.13)

Q: How do I order a new SIM? (Added 31.10.13)

Q: Why is my SIM no longer enabled for data? (Added 31.10.13)

Q: How do I port my PennyTel SIM to another provider? (Updated 13.12.13)

Q: How do I cancel? (Updated 13.12.13)


Q: Will my service charges change?

Following a comprehensive review of PennyTel services & pricing, some PennySIM plan costs will be changed from 1st January 2014. The customers who have these plans are being notified via email with the updated pricing and the actions required.

Despite the price change, we are confident our plans still present great value and are very competitive.

If you prefer to cancel your PennySIMservice, you can do so by sending a cancellation request via our online form.  We will waive cancellation fees for those currently in contract on PennySIM services ONLY if you send in a cancellation request before 1st January 2014.

 Mobile porting typically takes around 1 day, so you have plenty of time before the price change comes into effect to make alternate arrangement if you choose to cancel your PennySIM service.


Q: How do I order a new SIM?

New service orders with PennyTel have been frozen at this time, while MyNetFone examines the operation of the PennyTel business.

We ask for your patience while the review takes place, and we will aim to re-enable new service orders as soon as possible.


Q: Why is my SIM no longer enabled for data?

MyNetFone has not made any changes to SIM data services.

Please raise a Support Request with the PennyTel team and it will be attended as soon as possible. The team is a little busy right now, so we appreciate your patience.


Q: My roaming is not working now, has anything changed?

MyNetFone had to temporarily disable roaming due to security concerns. We will re-enable this feature as soon as possible, once security is assured.


Q: How do I port my PennyTel SIM to another provider?

If you would like to port away, please send a copy of your latest bill to your new provider and they will arrange the porting of your mobile number. Please also notify us by sending a cancellation request via our online form.

Following a comprehensive review of PennyTel services & pricing, some PennySIM plan costs will be changed from 1st January 2013. The customers who have these plans are being notified via email with the updated pricing and the actions required.

Mobile porting typically takes around 1 day, so you have plenty of time before the price change comes into effect to make alternate arrangement if you choose to cancel your PennySIM service.


Q: How do I cancel?

 

Please raise a Support Request with the PennyTel team and it will be attended as soon as possible. The team is a little busy right now, so we appreciate your patience.

Mobile porting typically takes around 1 day, so you have plenty of time before the price change comes into effect to make alternate arrangement if you choose to cancel your PennySIM service.


PennyTel Business VOIP

Q: Who do I talk to about my iVoisys or PennyTel business service?

For any business-service related enquiries, please contact the MyNetFone Business Team on 1300 733 995.

MyNetFone understands that communications services are the lifeline of your business, and we are committed to ensuring business continuity for you.


 

Updates will be provided via email newseletters and on this page -

please check back to get the latest news.