ONEmobile/ONEseniors: the facts | ACMA

ONEmobile/ONEseniors: the facts

On Friday 2 May, a number of communications service providers—AsiaPAC Communications, iBoss International and companies in the OneTelecom group, including ONEseniors, CONEC2 and ONEmobile—were placed in voluntary administration.

This was a complex situation, and for a short period of time, some major wholesale suppliers of services to these companies, such as Telstra and Optus, voluntarily kept services active in case buyers were found quickly for these companies.

Unfortunately, no commercial solution has been forthcoming and services are now being disconnected. Mobile, internet and fixed-line services delivered by these providers have already been disconnected. Any remaining services will be disconnected by the end of May 2014.

Accordingly, the ACMA advised all customers of these of these providers, who have not already done so, to take immediate steps to arrange connection of a new service with another provider. 

How do I arrange a new service?

You should contact a new provider of your choice and ask for a new service to be connected. Some general advice about purchasing telecommunications services can be found here:

There are also product-comparison websites that list providers by region, which may assist you in identifying suppliers and products, for example, Whirlpool  for broadband services. These are privately operated sites and the ACMA does not endorse the particular information provided on them.

Customers of OneTelecom and OneSeniors have been advised by Vocus Communications Ltd, which acquired OneTelecom and iBoss services, to contact iPrimus on 1300 314 132 to arrange a new service. Information from Vocus is available here.

Can I keep my current phone number?

You should ask your new provider if it is possible to keep your current phone number.

When a phone number is disconnected, the number usually goes into ‘quarantine’, which means that it cannot be allocated to a new customer for six months. However, may be possible to retrieve a number from quarantine if you were the last user of that number.
But it may take longer to connect your new service because your number has to be manually taken out of quarantine.

If you need a service connected immediately, you may need to change your phone number.

What if I need a phone for medical reasons or emergency access?

You should immediately arrange to connect a new service. As mentioned above, it may take longer to connect a new service if you want to keep you current phone number. You should consider connecting with a new number in these circumstances.

What should I do if I have a complaint?

You should continue to deal directly with your provider to address any unresolved complaints.

If you are unable to resolve a complaint about:

  • connecting your service with a new provider
  • an unresolved billing issue with your old provider

contact the Telecommunications Industry Ombudsman on 1800 062 058 or via its website for help.

 

Last updated: 20 July 2017