Why are we migrating?
Vonex's Residential VoIP Services are currently hosted on a legacy server. For Vonex Customers to experience our full-service offering, all services must be transferred to our advanced platform.
We have taken great care to ensure this process is as seamless as possible and look forward to our valued customers sharing in the Vonex difference.
Please note, New Vonex Customers with contracts starting post-20th April 2023, will not be affected.
Who is being migrated?
All existing Residential VoIP services will be migrated.
When will I be migrated?
Service migration will occur in batches, commencing on Thursday, 27th April 2023 and finalised by Saturday, 1st July 2023. This means that if you have several services, the migration of each individual service may occur at a different time. You will receive a personalised migration notice via email ahead of your service/s' scheduled migration date.
How will the migration affect my service?
Decommissioning of the legacy customer portal
Access to the legacy customer portal has been retired to make way for the new Vonex Customer Portal. You will receive an email with instructions on accessing and using the new portal shortly after your service has been migrated.
Should you require any assistance during the transition period, please do not hesitate to contact our dedicated Consumer Support Team for assistance by calling 1300 731 048 or emailing residential@vonex.com.au
Minor service disruptions
Service migration is expected to take twenty-four hours, during which you may experience temporary, intermittent service interruptions of up to two hours in total.
If you have several services with us, migration may occur at different times for each of your services. To ensure you are prepared for this minor disruption, we will endeavour to notify you in advance of each service's migration.
You will also be notified via email when your service/s migration is complete.
Will my Plan change?
Yes, we will recommend our most comparable Vonex Plan for each of your services via email before the migration.
What will happen to my current call credits?
Please be assured that all call credits will be retained and transferred along with your service.
What if I didn't have a phone number (DID) associated with my legacy plan?
You must have a phone number (DID) to access the Vonex service. Therefore, all migrating plans must be linked to a phone number (DID). If your legacy plan was not linked to a phone number, a new number will be randomly selected and assigned to each Plan on your behalf in due course.
I have questions about the Migration Project. Who can I speak to?
Our Consumer Support Team are here to help.
Monday to Friday - 8am to 8pm AEST
Saturday & Sunday - 8am to 6pm AEST
Phone: 1300 731 048
Email: residential@vonex.com.au
Jay Wellsmore
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