Previously known as TadAust, ONESeniors provides people over the age of 55 with phone and internet services at some of the most reasonable prices on the market. ONESeniors last week appointed administrators after its service provider became unable to supply services to ONESeniors, cutting off phone and internet access for many members.
ONESeniors was acquired yesterday by Vocus Communications and Vocus is approaching other suppliers to restore services to the network. ONESeniors has continued to update its Facebook page as a point of reference for those seeking more information, although most posts have ended up becoming a place for ONESeniors members to voice their strong displeasure at having their services cut off without warning.
“My mother relies on her phone and emergency alert which is connected to the landline, so now not working. At 83 she had no idea what was going on and couldn’t get through to anyone to help. I have since left a message with your technician who was ‘on the phone’ over two hours ago, with no reply. As your company uses Telstra networks why hasn’t it been set up that Telstra kicks in and keeps services running in emergencies such as this???” says Cat on the ONESeniors Facebook page.
“Surely you knew before you left seniors stranded. My parents are now without any form of communication and you kept saying it was an outage. Shame.” says Sue on the ONESeniors Facebook page.
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The ONESeniors brand isn’t new to the telecommunications landscape. The previously named TadAust existed for several years before the change to ONESeniors occurred. For a company with such a long record in providing services to this age group, it is more than disappointing to see services suddenly stopped and for no backup solution to have been in place. The service provider in question used the Telstra network, but according to ONESeniors, the provider had its ability to supply services suddenly stopped.
ONESeniors customers now face a difficult decision: to stay with ONESeniors after the takeover by Vocus Communications and continue to pay the relatively low monthly cost, or to break away from their contract (which they can do) with ONESeniors and to join up with a different internet or phone provider. Personally, I would be jumping ship until the company which acquired ONESeniors yesterday proves itself capable of providing services to other members.
As mentioned on the Facebook page, a number of customers attempting to cancel their direct debit payments to ONESeniors are having problems doing so, with some bank staff suggesting it isn’t possible without the permission of ONESeniors, which isn’t the case. One member mentioned that bank staff have the ability to cancel this payment for you and if they tell you otherwise, ask to speak to a manager who should be able to help.
Seniors deserve better than this. Many vulnerable customers who rely on their mobile phone for speaking to family members, contact with the outside world or even for their panic monitor have been left without services for no good reason. Let’s just hope nothing serious occurs to any ONESeniors members during this period of downtime.
What do you think? Should ONESeniors have had a backup plan in place, or was trusting that the provider would continue to provide services logical? Would you keep your services with ONESeniors after what has happened, or would you look around for a new service provider?