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Closure of Home Zone

Optus
Online Community Manager
Online Community Manager
6 361 70.2K

AN UPDATE ABOUT OPTUS HOME ZONE - 01 APRIL 2016

 

Last month we advised Home Zone customers that this service would close at the end of March.

 

While Optus understands that some customers are disappointed by this decision, we thought it was important to provide some more information about why the Home Zone service has ceased.

 

Our current technology platform that supports Home Zone is reaching its end of life, which means things like software updates, technology developments or even spare parts will no longer be available.

 

While Optus no longer supports Home Zone services and cannot guarantee service availability and reliability, some customers may be able to use their device intermittently in the short term, but will be unable to do so beyond April.

 

We apologise for any inconvenience, and are happy to discuss with customers specific options to ensure they are able to stay connected. 

 

If you have a Postpaid Mobile call us on 133 937 or 133 343 for small business customers (8am - 7pm Monday to Friday and 9am - 5pm Saturday AEDST).

Corporate, Enterprise and Government customers contact us here

 

 

-----------------------------------------------------------------------------------------------------------------------------------------------

 

CLOSURE OF HOME ZONE

 

Our Optus 3G Home Zone product has been improving customers’ mobile in building experience for some time now, but some important changes are about to happen to this service that you need to be aware of.

 

From 31 March, 2016 our Optus 3G Home Zone service will no longer be available. 

 

This is due to technology rapidly changing and our ongoing Mobile Network investment.

 

We have been working hard to improve the mobile experience and have developed a new app that will deliver the benefits of Home Zone, with increased flexibility and ease of use.  

 

WHAT DOES IT MEAN FOR ME?

 

If you are currently using the Home Zone device, it will stop working on the 31 March 2016.

 

As a replacement, Optus has developed a new service called WiFi Talk and it is currently available to Optus customers who have compatible handsets, which are iPhones running iOS version 7.0 or above, or Android handsets with version 4.0 or above.

 

So if you still find yourself with limited indoor mobile coverage, as long as you have WiFi available*, WiFi Talk will keep you connected with no mobile signal necessary!

 

Any other people that connect to your Optus 3G Home Zone will also need to download WiFi Talk, so make sure you tell them in advance.

 

WHAT IS WIFI TALK?

 

WiFi Talk is an app from Optus that lets you make and receive calls and texts using your Optus mobile number over a WiFi connection.

 

You can use WiFi Talk to call and text when you’re at home, in the office, or out and about in places where you can access WiFi*

 

The calls you make and text messages you send using WiFi Talk will be charged to your mobile bill with the same inclusions and rates as your normal mobile rate plan.

 

 

 

 

* subject to WiFi availability in the building/area, and firewall settings for that WiFi connection.

 

HOW DO I GET WIFI TALK?

 

WIFI Talk is available to Optus customers through the App Store and Google Play

 

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HOW DOES WIFI TALK WORK?

 

Download the app - Visit the App Store or Google Play and download the app. You’ll need an iPhone running iOS version 7.0 or above, or Android handset with version 4.0 or above

 

Just add WiFi - WiFi Talk uses WiFi to connect your call. Just add your WiFi network – When the handset is in idle/standby mode (open and running in the background) and does not receive or make any calls it uses approximately 80kB per hour. When the app is making or receiving a call WiFi Talk can use approximately 300kB per minute.

 

Talk and Text like normal - Use WiFi Talk to make and receive calls and texts using your Optus mobile number when you’re connected to WiFi. The person you’re calling or texting does not need WiFi Talk and won’t even know you are using it, and they can call and text you on your mobile number as they normally would.

 

No Additional Fees - The WiFi Talk app is free to download. The calls you make and text messages you send using WiFi Talk will be charged to your mobile bill with the same inclusions and rates as your normal mobile rate plan.

For more information about WiFi Talk check out the FAQ’s here.

 

WHAT IF I DON’T HAVE A COMPATIBLE HANDSET?

 

If you currently do not have a compatible iPhone or Android handset, you could be eligible to upgrade to a compatible handset, just choose your service below to find out the details on how to upgrade.

 

If you're an Optus Business customer and are interested in a compatible mobile device, contact your account manager.

 

If you are not able to, or do not want to upgrade your handset at this time and wish to discuss your account with us, please contact us on 133 937

 

WHAT DO I DO WITH MY HOME ZONE?

 

We request that you please dispose of your Home Zone as you would any other small electrical appliance. Many councils hold e-waste collections, so contact yours about their collections and other preferred disposal methods.

We do not need you to return the device back to us.

 

NEED HELP?

 

Simply comment and ask the community below.

 

Our friendly team is here to help.

If you have a Postpaid mobile call us on 133 937 or 133 343 for small business customers (8am –7pm Monday to Friday and 9am – 5pm Saturday AEDST).

 

Corporate, enterprise and Government customers contact us here

 

 

NITTY GRITTY

The Fair Go policy applies to your use of the app. WiFi Talk is free to download for Optus mobile customers. Some functions in the app may use data when roaming. You will be charged your usual mobile plan rates for making calls or sending texts whether over the mobile network or over WiFi Talk. To use the service, you will need to have a valid Optus mobile phone number and access to a WiFi connection. Some public and corporate WiFi connections may have specific firewalls and settings that might mean WiFi Talk won’t work. We cannot guarantee each specific WiFi connection will allow access to the app. Emergency calls are supported via WiFi Talk if there is no mobile network available however we recommend that you use your normal phone service in an emergency to provide a more accurate location to the emergency services. WiFi Talk has features that measure your network experience including signal strength and network speed. You can switch this setting off via the settings/options menu. Full terms and conditions are available in the App

 

361 Comments
MC1
Frequent Visitor
Frequent Visitor

Does anyone have any connections in the media?

Yossijoe
Member
Member

The optus announcement on 1 April stated that Homezone won't be avaiable after April. Yet it continues to work. Interesting how an Optus commitment (this time to cease a service) hasn't been kept.  Lets hope they remain true to form & continue to fail to deliver on that commitment.

gracem
Member
Member

I can say that Optus will keep my business as long as they let Homezone still work!

 

From this 31-page thread its seems that this applies to many others.

 

I commend Optus for - twice - not keeping the appointment to remove Homezone access (March 31 & April 30), and please do keep it up!

 

Please don't turn off Homezone and force me to flee to Telstra (I cannot use WiFi Talk as it won't work on my phone).

 

I've been an Optus customer for 21 years.

GimmeMyHomeZone
Visitor
Visitor

My phone was stolen so I had to get a SIM replacement and now they won't do anything to get it up and running again. I asked why some homezones were still working but no one at Optus tech support could give me a straight answer that wasn't just made up.

 

Well Optus, you just lost 3 customers as of 23 April...and Telstra gained 3. Not to mention my neighbour on Virgin who was also using my homezone (cuz I'm nice like that). You are 4 customers down.

philgaudet
Frequent Visitor
Frequent Visitor

Optus told me it's going to cost me $400 to payout my current contract..........Geez am I tempted 🙂

Spodger
New Contributor
New Contributor

Well I changed over to Telstra mobile sevice and wherever I go I can now use my mobile and get 4G.

 

I am very disappointed with Optus, having stuck with them and a very poor mobile service for something like 15 years this business has left a sour taste, the way Optus have handled things has been disastrous.  I really can't believe there was adequate thought given to the closure operation, it has all the hallmarks of a snap decision and a hasty ill planned implementation. 

 

I will say this for Optus though, they were very understanding about my need to cancel my contract  with them because of the Home Zone closure.

 

 

Yossijoe
Member
Member

Is it just me or has Homezone finally been switched off?  Mine hasn't worked for a few days now ... 

philgaudet
Frequent Visitor
Frequent Visitor

Mine's still working.

WestAussieGlen

Mine is still working. Yossijoe try reboting yours . I seem to have to do it every so often.

Gbell
Member
Member

Mine is still working too.

gracem
Member
Member

Mine is still working too. And, Optus, I'm really very grateful that it is, and you still have my business because of it, so please keep it operating!

AngryHomeZoner

Mine is still working today. However, some days it is a bit unreliable and may disappear periodically.

MC1
Frequent Visitor
Frequent Visitor

Ours is still working and has worked from Day1.

Home Zone is a brilliant solution!!!!!!!!!!!!!!!!!

Tuzzaman
Frequent Contributor
Frequent Contributor

Mine is still working too.  I really hope Optus has had a big re-think on this, and keeps Home Zone working

Shae
Trusted Contributor
Trusted Contributor

Glad to hear it may be working in some cases, however Homezone is being phased out. If your HZ is currently working, it may be good to examine options moving forward as inevitably one day the device will no longer work and we wouldn't want you to be left high and dry.

WestAussieGlen

Shae,

Assuming you work for Optus, Haven't you read read any of the comments on this blog? Optus is going to leave us high and dry and loose a lot of customers but Optus doesn't seem to care. I have a Windows phone, sold to me by Optus so how do I prepare for when HZ finally stops working? Move to Telstra?

AngryHomeZoner

Shae,
As quite a few contributors have mentioned here, the best option – more often than not – is simply moving their mobile services across to Telstra.
What's a little puzzling to myself, and others, is the attitude of Optus regarding this matter.
Presumably senior management have taken a short-term view, and calculate that it's OK to lose a few customers along the way – they can save some back-end costs to outweigh the revenue losses.
However, it's a little galling to visit overseas websites and see Alcatel Lucent selling new 4G versions of the Home Zone femtocells – the cost of which would be borne by customers.
It seems like a lost opportunity to keep customers happy, and gain some major PR brownie points and free editorial space along the way.
Whenever I see one of your ads with Usain Bolt about 'Relentless Improvement' to the Optus network, it really feels like salt is being rubbed into the wound. To quote:
"...We strive to relentlessly improve our performance. To always be our best. We work hard every day to bring you a network that’s fast, reliable and worthy of a place on the winner’s podium..." “Usain Bolt has always lived life at full speed. We know he holds countless records, but it’s his attitude that sets Usain apart.”
PS. Speaking of great PR, even Vodafail has managed to beef up their network in recent times, and they are certainly letting people know about it.

skullyboy05
New Contributor
New Contributor

"Relentlessly improve our performance" by pissing off our customers and then lie to them when we realise we stuffed up. The day that it finally stops for good is the day that i'll be switching out, unless they bring out the 4g femtocell that replaces the current version.

Yossijoe
Member
Member

My Homezone has failed to connect for a week now despite multiple reboots.  A family & 2 businesses with 5 mobiles with Optus, I've been with Optus for about 20 years.  Lets conservatively call that $15K over 5 years.  I'll bet Optus can't provide a dollar value for the accounts that use/used Homezone.

  

Shae - Optus made definitive statements about Homezone ending that failed to be true, and some of us have believed that Optus will finally see the commercial sense in keeping it active while a true replacement were developed.  Clearly falling on deaf ears.  I wonder whether anyone with the ability to make a decision even is aware of these complaints from customers.  I interpret your post in a positive way: "Sorry people, Optus really isn't listening, Homezone will die, and you'd better look elsewhere."  I've hung on until it seems to have died.  

 

TeleChoice $38 a month, no contract, 6GB data (apparently now 4G), unlimited calls and texts, Telstra network, looks like an alternative.  If anyone has any other suggestions that include Telstra and 4G it would be appreciated.

 

Good luck to everyone out there whose Homezones continue to tick over, you just never know ....

hartilla
Frequent Visitor
Frequent Visitor

@Optus, when are you planning on providing an update to your mobile service (and the individual customer's on this forum), that actually allows a large majority of your loyal customers (your bread and butter), that experience poor or no performance on your mobile network, mobile coverage that can be used?

It seems that I and everyone else who has voiced their opinions, concerns and complete dissatisfaction on this forum, disagree that the WI-FI talk app is a valid replacement to your ongoing network coverage issues (and ultimately the home zone replacement). The need to have a poorly developed non-software / hardware agnostic application to do something that your network should already be doing is disappointing to say the least.

@Optus, it's disappointing that all of these complaints and feedback on your active forums and blogs seem to have gone unanswered. Maybe one has to go to a more public forum to voice our disappointment and dissatisfaction?

@Optus, when are you going to offer an IMPROVED service that you continually claim to be striving towards?

@Optus, it appears that you have successfully turned your old tagline from 'yes' Optus, to 'yourbetteroffontelstra'. What a complete waste of time and money.

Telstra at least recognises when it makes a mistake and rewards its customers with concessions and ongoing network improvements. You seem to have gone backwards in both regards.

Goodbye @Optus, I am leaving before my home zone finally dies a sudden death and I get zero reception again at my house. I would like to say it's been fun, but your latest antics have left a bad taste in my mouth, even after nearly 20 years of continued customer dedication.

Ken_Gregson1
New Contributor
New Contributor

Cannot believe that Optus is ignoring commonsense for some strange hidden and obscure motive.  Have been with Optus for 16+ years, home phone, Internet and two mobiles and about to walk due to the utter contempt shown to customers.

I wonder if shareholders are aware of this disgraceful contempt?

Mistylake
New Contributor
New Contributor

Well done Optus, no home zone = thousands of frustrated customers.  Wifi talk has numerous problems, multiple notifications of the same message, not being able to send mms nor bulk transmission of the same message.  Actually, this last one would mean our neighbours receive no fire notifications as my husband is a bushfire ready coordinator.  The app can't pick up your contacts, because if it has a +61 it won't recognise, so you have to type the number in.  I sometimes get a message two days after it was sent and god knows who gets my messages and when.  It's s bloody disaster!  I've resorted to ringing via FaceTime and message using Messenger or Whatsapp    Which brings me to the question, what am I actually paying for?

AngryHomeZzoner
Occasional Visitor
Occasional Visitor

Hello, Shae from Optus?

 

Quite a few disgruntled Home Zone customers have responded to your post a while back (20 June 2016, 5.35pm).

 

It would be great if you – or anyone from the ‘relentlessly improving’ Optus – would actually engage in some kind of dialogue about this issue.

 

Your post mentioned that we – the customers – should be looking for alternative solutions. But how about keeping us up-to-date about any planned 'relentless' improvements to your technical infrastructure?

 

I note that your parent company, SingTel, is planning to trial ‘Voice-over-WiFi’ services in August:

 

http://www.channelnewsasia.com/news/singapore/singtel-to-roll-out-voice/2890932.html

 

According to the above link, this new technology allows voice and text calls in areas that are otherwise ‘challenging’ for mobile signals.

 

So, is Optus also going to trial this technology, as part of your 'relentless' network improvements?

 

Shae, how about some updates for your customers, instead of just stirring us up with the kind of bland corporate double-speak we see in Optus media releases?

GimmeMyHomeZone
Visitor
Visitor

They've already implemented voice-over-wifi. Just download the WiFi Talk app. Thing is, it's a piss poor substitute for the Homezones.

AngryHomeZzoner
Occasional Visitor
Occasional Visitor

Hi GimmeMyHomeZone,

 

Yes, I tried the Optus Pathetic Joke App for myself, and couldn't believe how lame it was.

 

Here we are in 2016, and I was quite literally speechless that such a feeble solution had been foisted by a large telco on its customers. 

 

However, my understanding is that the technology being trialled by SingTel is something much more advanced. It enables direct connection without any such Joke Apps installed on the customer's mobile device. 

 

There is some earlier coverage of SingTel's (Ericsson) technology trial here from 2015:

 

 

http://www1.singtel.com/about-us/news-releases/singtel-enhance-customer-experience-trial-ericsson-lt...

 

 

 

 

GimmeMyHomeZone
Visitor
Visitor

This would be awesome but given the priority, or lack thereof, that Optus has given to extending their coverage using WiFi options when they've already spent money providing an app which meets all our needs (sarcastic), I wouldn't bet money on the solution coming out any time soon. I would love to be proved wrong though. 

 

As for me, my Homezone stopped working soon after they ceased service so I've already jumped ship to Telstra along with my partner and kids. 

Yossijoe
Member
Member

I just cancelled 4 mobile services, and the polite assistant (he was polite) told me that in 2 or 3 months they are looking at some new technology, probably along the lines of AngryHomeZzoner's link.  Not exactly sure but automatic switching between the cellular network and wifi, without the need for an app or extra technology.  Vague re details and timeline, he then suggested to check back in say December.  

 

So there might be some hope down the track if you can last it out.  It does make me wonder why Optus can't provide this information (if it's correct) on this blog, or better still have found a way to ensure there's a smooth transition from home zone to any new technology.  

DJ1
New Contributor
New Contributor

Greetings!

 

Home Zone - well I am quite surprised that Optus made the decision to close it down for whatever reason, including those stated??  It is now September 2016 and the home zone device still works well at one of the houses that I visit.

As for the WiFi talk app, what a joke.  Don't you guys have quality control or survey your customers before makinng such a change? 

What obviously many of the scribes here are looking for is a Home Zone replacement, and NOT a 3rd rate application that makes it even more difficult to use the phone at a location with poor coverage, even with WiFi available.  Have you thought about those older folk that are flat out just using a mobile phone, not to mention applications and inserting passwords all the time.

I think it would do Optus a lot of good if they put some effort into  providing a replacement for the home zone device that works they way it did.  Whoever in  their right mind would close down someting that the customrers are happy  with, without providing a similar replacement.  And WiFi Talk is not a replacement..!

Mistylake
New Contributor
New Contributor

Well here we are 2 months after my forced conversion to wifi talk and it is still dysfunctional.  Yesterday I received five messages when I drove into range, all date/time stamped at that time so I had no idea when I SHOULD have received them AND one of them was informing me of a friends father passing away.  I was mortified to think they had thought I had just ignored their message as I had  not responded the day before,  My other gripe is having to unlock my phone (IF it even rings that is), then open the app before I can answer the call.  Honestly Optus, it's bad enough not getting any mobile service anyway but to inflict this pathetic service on us is absolutely shameful. 

Angryh0mez0ner
Visitor
Visitor

By the way, my HomeZone is still working, although it is a little bit patchy and sometimes needs to be restarted.

Angryh0mez0ner
Visitor
Visitor

Mistylake there may be some good news on the horizon.
I recently met someone from Optus in a social setting. I had a bit of a go at them about the whole HomeZone and Wi-Fi Talk situation.
He said that Optus had no choice but to shut down the HomeZone service, due to an inbuilt issue with the device itself, relating to some kind of time limit placed by Alcatel on the hardware / firmware. However, he couldn't offer a reason why new Alcatel 4G HomeZone devices had not been launched by Optus.
I mentioned just how poor the Wi-Fi Talk app was, and he agreed.
I also said it would be nice if Optus would at least keep their customers informed about any developments.
He told me that their engineers have indeed been trialling a new system that will enable direct connection to the Optus mobile network for voice calls, using available Wi-Fi services.
He said that part of the challenge had been dealing with Apple, to get permission for Optus to get access to certain parts of iPhones and other iOS devices that are normally inaccessible.
Unfortunately, although trials of the new system were underway, he could not give me any idea about when this new system would be launching.
If anyone from Optus is reading these comments, perhaps you could enlighten us?

Marie
Trusted Contributor
Trusted Contributor

Hmm sorry to hear of your experience with our Wi-Fi talk app Angryh0mez0ner 😞

 

I personally haven't  heard of any changes coming to the Wi-Fi talk app or anything about it being replaced.

 

I'll certainly be looking further into this.

 

Cheers.

 

DJ1
New Contributor
New Contributor

Looking for an update on this situation please...... 

Shae
Trusted Contributor
Trusted Contributor

Sorry to say DJ1 but as far as we're aware, the WiFI talk app is the only solution we'll be offering for issues with coverage at this stage. We're not aware of anything that may be coming to replace it or any upgrades to the WiFi talk app.

AngryHomeZzoner
Occasional Visitor
Occasional Visitor

Shae, how about this system, produced by Ericsson. It looks like an ideal solution for the long-suffering Optus customers, who have been waiting patiently for Optus to be a little more pro-active in making up for its network deficiencies. To quote:

 

"...There are areas where operators might find it difficult to provide good coverage, due to technical, economical or legal reasons. This may include remote urban areas, well insulated buildings, in particular indoor areas like basements as well as areas where the operator lacks radio licenses and thereby fully relies on inter-carrier roaming. In the past this was handled by for example Femto-cells or other costly arrangements. However most places where people spend their time are already covered by Wi-Fi access.

 

Nowadays most smartphone vendors have introduced built-in support for Evolved Packet Core (EPC) integrated Wi-Fi calling support as part of their device fleet. This provides users with native Wi-Fi calling experience without any need to download of smartphone app’s, but instead user can continue using the built-in phone dialer and continue to be reached on their phone number..."

 

Details at: https://www.ericsson.com/ourportfolio/wi-fi-calling

 

Tuzzaman
Frequent Contributor
Frequent Contributor

I may be one of the fortunate few whose Homezone is still working. 

After a lot of digging with Optus, I found out that management had decided at some time to stop de-commissioning existing Home Zone devices. (Maybe the letter from my Federal MP to the OPTUS CEO might have helped in this decision).

 

HOWEVER, I was told that at some time in the future, they might still decide to switch off this facility entirely.

 

Also Optus will not be providing re-provisioning of the Home Zone settings for a change of phone, SIM card etc.

 

And if your Home Zone device has an unrecoverable hardware failure, you are obviously out of luck as well.

 

Thought it worthwhile sharing this, as I can't recall any Optus person on this blog ever providing this information.

 

MC1
Frequent Visitor
Frequent Visitor

My Home Zone is still working but I wish Optus would resolve this issue.

A tower in Armstrong Creek on the Barwon Heads road would solve the problem for me.

I recently updated my iPrimus NBN modem and became aware of it conflicting with Home Zone. This does not appear to be a major issue at this stage but who knows?

The only issue I have is that when my mobile is within the Home Zone I can call my iPrimus voip number but cannot call my mobile from the iPrimus voip number. However, if I turn Home Zone off and take my mobile outside to get 2 or 3 bars I don't have a problem.

Any ideas would be welcome.

 

Toomey
RetiredModerator
RetiredModerator

Hmm not sure with this one sorry @MC1. Now that Home Zone has been cancelled, I'm surprised yours is working at all!

 

Have you tired using WiFi Talk instead? 

DJ1
New Contributor
New Contributor

WiFi Talk.... you have to be joking??  What a third rate app, that make no replacement for Home Zone whatsoever.

 

You need to go back to you big boss and explain how the non availability of HZ is considered to be such a backward step, for something that was working well to the satisfaction of many.

 

I think Optus need to be honest about its withdrawal as the reason provided to date just don't stack up!!

OptusNO
New Member
New Member

This blog is a complete waste of time. @Optusdon't want to listen to it's long standing loyal customer base, given to the lack of response to the 34 pages of feedback with the majority of sheer disgust on the implementation of their WifiTalk app and the removal of an actual good working service for thousands of customers that do not receive decent or any service. 

 

Way to go @Toomey for offering the same useless advice as many of your other colleagues on this hz forum...

DJ1
New Contributor
New Contributor

With all due respect to the Moderators of this forum, they appear to be only toeing the party line and nothing else. What we really need is someone in Optus to have the guts and the avenue to elevate this problem to a much much higher level for some positive and open honest comment together with what they plan to do about solving the issue and keeping many customers happy!

WiFi talk is NOT an viable option. 

MC1
Frequent Visitor
Frequent Visitor

Sorry @Toomey but the app is absolute rubbish!

MC1
Frequent Visitor
Frequent Visitor

Is there any news regarding a 'workable' replacement of Home Zone as indicated by Angryhomezoner last month?

DJ1
New Contributor
New Contributor

Obviously, none of the moderators want to address this problem, or want to ask someone in head office that might know!!  Where exactly is the customer service????

Aman_B
Moderator
Moderator

Hey @MC1 and @DJ1, have you tried our Optus Wifi Talk app? Its available on iPhone and Androids. 

Mistylake
New Contributor
New Contributor

You've got to be kidding me Aman B,  the whole 35 pages of comments on this post is about how useless the wifi talk app is!!!   And we pay your wages???   Please Optus try to treat your customers with a little respect and actually listen to us, you know it might even be good for business, now that's a radical idea!!!

Aman_B
Moderator
Moderator

Hey @Mistylake, we've  gone through all of the comments here but the app is something that replaced HomeZone. Let us know if you need a hand with the App. 

DJ1
New Contributor
New Contributor

Amen 

with all dew respect, you don't get it do you. What all the customers have said here is basically two things:

a) HOME ZONE WAS VERY GOOD AND NO SUFFICIENT EXCUSE OR REASON HAS EVER BEEN SUPPLIED FOR ITS CLOSURE,

b) WIFI TALK IS NO REPLACEMENT AND IS A VERY POOR THIRD RATE PROGRAM

 

 

AS I SAID ABOVE WHY DONT YOU BRING THIS THREAD TO THE ATTENTION OF YOUR CEO.

TOEING THE COMPANY LINE DOES NOT CUT THE MUSTARD!

Aman_B
Moderator
Moderator

Can understand @DJ1 from where are you coming from. I'll certainly pass on your feedback. 

Mistylake
New Contributor
New Contributor

Good luck DJ1 & MC1 with that!  Fortunately we have moved houses and are now within OPtus range so I have been able to delete the WIFI TALK app permanently and send it to the trash can where it deserves to be.   I sympathise with you having to deal with this issue on a daily basis which is more than what Optus does.  They clearly don't realise how frustrating this app is to use and can offer no viable alternative. It is absolutely shameful to have treated their customers this way.  

BeefJerky
Contributor
Contributor

After reading Angryh0mez0ner's post on the page before this one - I have some hope. Unfortunately, that has come too late, and having unusable data, slow SMS throughput and dropped/crackly calls, our whole family has decided to jump ship back to Telstra; where it works. 

 

We were excited to learn late last year Optus was finally building a tower in our regional town after Telstra being here for over a decade before. Optus outperforms Telstra everywhere here except our house. Gave Wi-Fi Talk a good go, but it's honestly a disgrace. 

 

As a result you've lost $100 per month from us due to the clear disconnection Smiley Indifferent you have with your customers. I really hope and plead with any Optus employee who can perhaps ensure this is seen by the relevant people so that us regional consumers do have a choice - and even for the people in metro areas where the signal just doesn't make its way into the home. 

 

If not a replacement home-zone, investing in true Wi-Fi Calling using the native applications and systems on devices is what you need to do. I see Optus much like T-Mobile in the US - changing things that have bugged wireless consumers to make it a more enjoyable experience with things like no-data streaming for music and entertainment streaming services as well as high data inclusions. T-Mobile has both a home-zone device (with 4G LTE) and Wi-Fi Calling - so surely it isn't too hard to implement. 

 

Finally, I would like to apologise to the staff from Optus who monitor the YesCrowd Forum/Blog who aren't necessarily spoken to nicely. It comes from frustration and the lack of communication regarding the issue. I appreciate the fact there are limits to what you can do - but thank you for passing the feedback on and putting up with all of us. 

 

Cheers, Blake. 

MC1
Frequent Visitor
Frequent Visitor

Goodbye Optus!

We have had an absolute gutful!

We changed to Telstra and then I discovered that the Optus App no longer supports the iPhone4.

Won't be buying Optus shares anytime soon!

WHAT NEXT!

Nghi
RetiredModerator
RetiredModerator

We're sorry it's come to that BeefJerky and MC1 😞 We have passed along all feedback to our Network teams in regards to HomeZone and the WiFi-Talk App. Our Network team are also working on the native WiFi Calling feature of newer handsets and hope to have testing completed soon. Once it does get released, it will be limited in which handsets we support initially. This is to help with further testing and working out any issues. For WiFi Calling to work though, you'll need WiFi at home and 4G signal. This is to ensure we have seamless hand-off when you move between the two networks.

BeefJerky
Contributor
Contributor

Wow Nghi, that is fantastic news! So does that mean for the devices that don't support 700MHz, but do support WiFi Calling in regional areas, won't be able to reap the benefits? - as typically topography restricts/prevents high frequency bands making it indoors.

 

Nonetheless, I am very pleased for this official pledge and hopefully this will bring back our business once released. Do you have any kind of idea on a timeframe for testing to complete and for the rollout to begin? 

 

And again, thank you! It is awesome that our input and feedback has been listened too - and we appreciate your passing on of that feedback. 

BeefJerky
Contributor
Contributor

@Nghi And upon further thought; will this prevent people in no coverage areas being able to use this feature?  

 

Nghi
RetiredModerator
RetiredModerator

I can't give any information on when this will be rolling out as it is dependent on testing etc and it can be pushed back. But I can say that we are definitely working on this and can appreciate everyone is waiting for it. It will use the native SMS and phone Apps on the phone which will lead to a better experience. All I can say is that it is planned to be rolled out sooner rather than later.

 

If you have no 4G signal inside your house, you should still be able to use your internal WiFi signal to make calls/SMS but the moment you step outside the range of your WiFi signal then the call will drop. You'll then need to make the call again over 3G or move to a place with better reception.  It still won't completely eliminate areas of poor reception but will improve the situation for a lot of people.

 

You will need to have a compatible phone handset and have the feature enabled once it goes live.

BeefJerky
Contributor
Contributor

Thanks for clarifying those few things @Nghi! I'm am so incredibly stoked for this and cant wait for its release! Especially since it covers SMS too (which is better than Telstra's VoWiFi service).

 

Yay! Bring it on!

 

 

Nghi
RetiredModerator
RetiredModerator

Thanks for your patience. I've just double-checked with our mobile network team and it actually appears we have WiFi Calling enabled on select Samsung Devices already. Specifically the Samsung S7 and S7 Edge. These phones will need to have been purchased from Optus on a plan. More info here.

 

More devices are being worked on and will be enabled in the future. So if you have friend's with one of these compatible handsets which were purchased on a plan from Optus and have the latest settings then you can test it out today.

BeefJerky
Contributor
Contributor

Just learned of this @Nghi! 😊 Read that some people are having call quality issues so hopefully they're sorted quickly so the rollout can continue. We're an iPhone family so we'll be waiting for compatibility with those! 

 

I do hope it won't take as long as VoLTE, as that's not even rolled out in regional areas yet.. all in good time; and I trust the benefits will far outweigh waiting for it to rollout. 

Nghi
RetiredModerator
RetiredModerator

No worries 🙂 I'm on iPhones as well. Looking forward to updates in future.

pgraves
New Contributor
New Contributor

I must say it's bewildering to me after almost a year of absolute nonsence from #YesOptusucks we finally get the truth of why the HomeZone Platform needs to be shutdown - SHA-1 Cert

You've had almost 12 months to get your network ready for Wifi calling - but waste precious time and resources on the Wifi Talk app which is typical of the way #YesOptusucks treats its customers. Why couldnt you have been upfront and honest with us in the first place And why would you have not spent the same effort in readying IOS for wifi calling as you have for Samsung, and Android.

My Homezone died this morning - I dont have a choice to change carriers (I would if I could). The damage you have done in the Corporate environement is huge and will be serverely impacting if you dont get IOS up and working - and pronto. -#YesOptusucks