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Vividwireless business closure | Important notice

Online Community Manager
Online Community Manager
1 6 4,607

Important information about your Vividwireless service.
* UPDATE*

The migration from Vividwireless to Optus is complete and customer support through Vividwireless directly has now ceased.

 

What does this mean for you?

 

You’ll be able to use your existing Vividwireless supplied modem & SIM card. You would have been transferred to an Optus plan with the same data allowance and monthly price as your existing Vividwireless plan.

You can find the Critical Information Summary of your Optus service by visiting your Vividwireless My Account. The service will be provided under the terms of your new Optus Home Wireless Broadband Critical Information Summary and an amended version of the Subscription Terms and Conditions.

The main changes are as follows:

  • The new Subscription terms and conditions will incorporate the Optus Fair Go Policy, Privacy Policy, Complaint Handling Policy and Financial Hardship Policy.
  • As the Vividwireless plans will not be available after migration, if you wish to change your plan after the move, you can move to any of the plans Optus currently has available. If you do so, the Subscription Terms and Conditions will no longer apply and instead your service will be provided under the Optus Standard Form of Agreement.
  • When you move, you will be on a month to month contract even if you were previously on a fixed term agreement which has not yet expired (which means you can change plans or cancel the service at any time).
  • If you wish to continue to pay via direct debit, you will need to provide your direct debit details to Optus via Optus MyAccount after your service is transferred. When you move to Optus you can also pay in other ways such as Online through Optus My Account, BPAY, by phone, or in-person through any Australia Post Office (charges may apply for certain payment options). Details can be found on your Optus bill.
  • With Vividwireless, your service would be automatically suspended if you didn’t pay your bill. With Optus, if you do not pay your bill by the due date, you will be charged a late payment fee of $15 (no GST is payable) but your service will not be automatically suspended, and you may continue to incur charges and will be managed through the Optus credit management process.
  • An IP address is a unique string of numbers used to identify your computer when you use the Internet. A small number of customers may notice some differences as Vividwireless assigns IP addresses from a public range, whereas Optus assigns IP addresses from a private range of addresses. Please refer to the Frequently Asked Questions for further detail. 

 

Key dates to be aware of

 

December 3rd, 2018 

- Vividwireless has ceased selling Home Wireless Broadband services

From April 2019 

- Your Vividwireless service will be transferred to Optus unless you’ve advised Vividwireless to Opt out of being transferred

- You’ll receive an email notifying you when you will be transferred to Optus

- After your transfer to Optus you will receive a notification from Optus

- If you have transferred to Optus you will receive your final statement from Vividwireless

- If you have opted out of the migration to Optus, you will receive your final statement via email from Vividwireless

From June 2019

- All enquiries regarding your transfer to Optus or your previous Vividwireless account will now be managed through Optus.

 

Where can I find more information?

 

If you have any further questions about the transfer of your service or any of the changes noted above, you can speak to the Vividwireless support team on 1300 047 003 Monday to Friday 9am- 11pm (AEDT) or on Saturdays, Sundays and Public holidays from 9am-10pm (AEDT).

After transferring to Optus, if you have any questions or concerns please contact Optus on 1300 369 579 Monday to Friday between 0800 – 1900 (AEDT

 

FAQS

For customers who don’t want to transfer to Optus

 

What happens if I choose not to transfer to Optus?

A: Since the Vividwireless network is shutting down, your service with Vividwireless will cease to work at the end of your March 2019 bill cycle. After this time, we will no longer be able to provide you with an internet service. Please notify us by the 21st of February 2019 if you do not wish to transfer to Optus.

 

Why can’t I remain on my existing Vividwireless service?

 

A: The Vividwireless network is shutting down, and therefore all services with Vividwireless will cease to work. As a result, your existing service with Vividwireless will no longer function.

 

Will I get charged a termination fee when I cancel my service with Vividwireless?

 

A: No, you will not be charged a termination fee.

 

What will happen to my outstanding credits If I choose not to transfer to Optus?

 

A: Vividwireless will refund all outstanding credits.

 

Do I need to return my modem if I choose not to transfer to Optus?

 

A: No, you can keep the modem;

For customers wanting to transfer to Optus

After I transfer to Optus, will I be able to use my existing modem?

 

A: Yes, you can use your existing modem.

 

Do I need to change my SIM card?

 

A: No, you do not need to change your SIM card.

 

Will my network change?

 

A: No. Vividwireless already provides services on the Optus 4G Plus network. When you transfer to Optus, you will continue to get your service from this same network.

 

What happens when I transfer from Vividwireless to Optus?

 

A: You will receive a welcome email informing you that the transfer has taken place. This email will also contain your Optus My Account username. You will need to log into Optus MyAccount and update your payment details if you want to continue to pay via direct debit.

 

Why couldn’t Vividwireless transfer my Direct Details to Optus?

 

A: Unfortunately, Vividwireless and Optus bank with different institutions and compliance processes restrict us from transferring your details.

 

How do I update my payment details on the Optus side?

 

A: After migration is complete you will receive a welcome email from Optus confirming your username for your Optus MyAccount. Login to your Optus MyAccount to update your payment details.

 

When I transfer to Optus will I still receive a bill from Vividwireless?

 

A: In March 2019 you will receive your final bill from Vividwireless and from April onwards you will receive your bills from Optus.

 

Will my modem warranty be honoured?

 

A: Yes, Optus will continue to honour your express modem warranty. Any express warranty you have is in addition to any other rights or remedies you may have under Australian consumer law.

 

Will my plan stay the same when I transfer to Optus?

 

A: You will be moved to an Optus plan that has the same data allowance and the same monthly access fee you are paying now. Your new plan will be governed by the Subscription Terms and Conditions with the changes as outlined above. A copy of the amended Subscription Terms and Conditions can be found by clicking here.

 

How will I know that the transfer to Optus is complete?

 

A: You will receive a welcome email from Optus notifying you that migration is complete.

 

Can I upgrade my plan, and what is the process to upgrade my plan?

 

A: Yes, you can. After migrating to Optus, you can upgrade to an in-market Optus Wireless Broadband plan. Please refer to the relevant Critical Information Summary of the plan you want to upgrade to for details. If you upgrade to a new plan, the services will be governed by the Optus Standard Form of Agreement and not the Subscription Terms and Conditions.

 

Can I downgrade my plan, and what is the process to downgrade my plan?

 

A: Yes, you can. After migrating to Optus, you can downgrade to an in-market Optus Wireless Broadband plan. Please refer to the relevant Critical Information Summary of the plan you want to downgrade to for details. If you downgrade to a new plan, the services will be governed by the Optus Standard Form of Agreement and not the Subscription Terms and Conditions

 

After I transfer to Optus, who do I call for service support?

 

A: You will need to call Optus for service support. Details will be provided in your welcome email.

 

Can I re-activate my old Vividwireless service after the transfer date has passed?

 

A: Unfortunately not. All Vividwireless services will cease to operate from the April 2019 onwards.

 

Will my plan terms and conditions change once I move to Optus?

 

A: Optus will continue to support you under the Vividwireless Subscription terms and conditions with the changes as outlined below, The main changes are as follows:

 

(a) The new Subscription terms and conditions will incorporate the Optus Fair Go Policy, Privacy Policy, Complaint Handling Policy and Financial Hardship Policy.

 

(b) As the Vividwireless plans will not be available after migration, if you wish to change your plan after the move, you can move to any of the plans Optus currently has available. If you do so, the Subscription Terms and Conditions will no longer apply and instead your service will be provided under the Optus Standard Form of Agreement.

 

(c) When you move, you will be on a month to month contract even if you were previously on a fixed term agreement which has not yet expired (which means you can change plans or cancel the service at any time).

 

(d) If you wish to continue to pay via direct debit, you will need to provide your direct debit details to Optus via Optus MyAccount after your service is transferred. When you move to Optus you can also pay in other ways such as Online through Optus My Account, BPAY, by phone, or in-person through any Australia Post Office (charges may apply for certain payment options). Details can be found on your Optus bill.

 

(e) With Vividwireless, your service would be automatically suspended if you didn’t pay your bill. With Optus, if you do not pay your bill by the due date, you will be charged a late payment fee of $15 (no GST is payable) but your service will not be automatically suspended, and you may continue to incur charges and will be managed through the Optus credit management process.

 

(f) An IP address is a unique string of numbers used to identify your computer when you use the Internet. A small number of customers may notice some differences as Vividwireless assigns IP addresses from a public range, whereas Optus assigns IP addresses from a private range of addresses. Please refer to the Frequently Asked Questions (FAQs) in the link below for further detail.

 

How long do I have to decide if I want to transfer to Optus?

 

A: You have until the 21st of February 2019 to decide if you wish to transfer to Optus.

 

Will my IP address change?

 

A: Yes, you will be assigned a private IP address from Optus. Please take note that applications that require a public address could be impacted. An IP address is a unique string of numbers used to identify your computer when you use the Internet.

 

What will be the impact from the change from public to private IP addresses?

 

A: It is expected that only a small number of customers will be impacted by this change which impacts certain local network set ups for some devices and applications such as some security cameras or specialised servers such as mail servers. Customer should review their local network requirements and settings or consult a computer / network specialist. Most likely, whoever set up the original local network with such specialised devices or applications will be a good point of contact. This change should not impact regular devices or applications such as PCs, tablets, mobile phones, games consoles.

6 Comments
Trusted Contributor
Trusted Contributor

Will my plan stay the same when I transfer to Optus?

 

A: You will be moved to an Optus plan that has the same data allowance and the same monthly access fee you are paying now.

 

Except Optus does not offer "unlimited" plans on their MBB range. 

Crowd Champion Davelew
Crowd Champion

I use vivid wireless in the winter months when I'm away in my caravan so will not want to renew until the end of May 2019.  Will I be able to use the $70 per month plan I was on when I  require the service?

 

Dave

Trusted Contributor
Trusted Contributor

Its now on a stop sale - so no new signups (your situation is classed as new signup).

Optus mobile broadband is a better option now

Crowd Champion Davelew
Crowd Champion

Same price as vivid for the 200gb $70 month to month plan providing they keep the 100gb bonus. My worry this is just temporary when the switch over is being made. Just have to wait and see as I would prefer to stay with Optus to be able to keep the vivid modem. On the flip side vivid is not available on many places where Optus is so might be able to do away with my Telstra service.  Although they are getting more competitive still expensive.

Online Community Manager
Online Community Manager

Hey guys, to make it clear.

 

You'll be switched to a plan that's like for like.

 

For example: 

 

Customers on an unlimited $75 Vividwireless plan will be transferred to a $75.00 unlimited data Homewireless plan. 

 

Only Vividwireless customers transferring to Optus are eligible for the Vividwireless to Optus rate plans

Crowd Champion Davelew
Crowd Champion

Hi @Dan_C

I think because I won't want to recharge my service until May I will have to go onto the Optus homewireless rates at that time.

Can you tell me if the vivid Huawei 8315 modem will only work in those areas where vivid was available or will it work in all Optus coverage areas?  i.e. works in Bowen but not in Hervey bay.