Q. Why is the Unwired network being shutdown?
A. The Unwired network, built in 2004, has being decommissioned to enable the mobile spectrum used by Unwired to be incorporated into the Optus Mobile network, as part of the Optus 4G network rollout and therefore we are not able to provide you the Unwired service.
Q. Who owns Unwired and Vividwireless?
A. The Vivid Group, which includes both Unwired and Vividwireless was acquired by Optus in June 2012.
Q. Is Unwired going to cancel my service?
A. Yes, your Unwired service will be cancelled automatically as of 28 February 2013 if you do not cancel it earlier or take up a service with Optus.
Q. Can I keep using my Unwired service?
A. After 28 February 2013, your Unwired service will no longer be available.
Q. Why are you getting rid of the Unwired plans? I really like my plan with Unwired?
A. Discontinuation of the Unwired services is simply one of the step in the integration of the Unwired network into the Optus Mobile 3G and 4G Network. There are currently some great offers available to existing Unwired customer’s which will allow you to use your internet service in more places, with 97% of the Australian population covered by the Optus Mobile 3G Network. Currently, the Optus 4G network covers selected metropolitan areas of Sydney, Melbourne, Newcastle, Perth with more sites being rolled out all the time. Please see optus.com.au/coverage for details.
Q. How long do I have to decide on whether I would like to take up a service with Optus?
A. You will have until close of business 28 February 2013 to take up one of the offers Optus is offering Unwired customers. After this date, you will be able to sign up to any of the in-market offers Optus has.
Q. Will I be billed if they do not cancel my service?
A. Yes, if you do not cancel your Unwired service, you will continue to be charged it until the network is turned off on 28 February 2013.
Q. If Unwired is closing, what are my options?
A. Your options are to either:
1) Take up a new internet service with Optus.
2) Continue your Unwired service until it is automatically cancelled when the network is closed after 28 February 2013 or
3) Look for an alternate service with another provider.
Q. I do not want to move my Unwired service. What can I do?
A. Unfortunately your Unwired service will cease to operate after 28 February 2013 and you will need to find an alternate service.
Q. If I take a new service with Optus, will I need to sign a new contract?
A. That depends on what you select. Optus currently offers a range of internet connections and service with different contract option. If you bring your own device (BYO) you can take a month to month plan. If you decide to take one of your unwired offers, you will be required to sign a new 12 or 24 month contract, depending on the offer you select.
Q. If had a flag in my Unwired account that requested “no marketing”. Will that information carry over to Optus?
A. No, you will need to advise the Optus representative when you are signing up to your new Optus service that you do not wish to receive marketing material from Optus.
Q. Can I still use my Unwired device if I take up a service with Optus?
A. Yes, you will be able to use your Unwired service until the date you have elected to cancel the service or until the network is closed on the 28 February 2013.
Q. What do I do with my Unwired device once I have signed up to Optus?
A. The device is your and it does not need you to be returned to Unwired or Optus. You are not entitled to any compensation or refund of cost for the device and Unwired will not buy the device back from you.
Q. Will I be billed in the last month if my billing date goes beyond the network closure?
A. No, all customers will have their usual monthly billing date changed to align with the date of the network closure.
Q. Can I get a refund for the unused portion of the month if I cancel prior to the network shutdown?
A. Yes, you will receive a refund for any unused portion of the month you have paid for in advance but not used. This will be refunded to you via your usual payment method.
Q. I was an Unwired Customer and need to get a copy of one of my invoices. Where can I get a copy?
A. You are able to log into My Account to download a copy of your invoice. The oldest invoice available is from January 2008.
Q. I was an Unwired Customer and would like to know what my usage patterns were. How can I find out?
A. You are able to log into My Account to view your last 6 months worth of usage.
Q. I need to log into My Account but cannot remember my password. How can I reset my password?
A. Simply go to My Account and click on ‘Forgot your password’, follow the prompts and you will be able to reset your password.
Q. Can I change my Unwired plan prior to the service cancellation?
A. Yes, you can change plans until 1 February 2013 but you will not be able to start up a new service..
Q. I believe I have been detrimentally affected by the closure of this service. How will I be compensated?
A. Optus understands that you may be impacted by this change and we want to reduce any disruption you may experience by making it easier to take up a new internet service with Optus before 28 February 2013 by calling Optus.
Q. What will happen to my Unwired email address?
A. Your @unwired email address will remain available for all Unwired customers until 28 February 2013 even if you cancel your unwired service, unless you previously migrated to vividwireless. You should back up all your emails or move them to a new email account prior to cancelling your unwired service.
Q. How long will I have my email for?
A. Other than for those customers who previously migrated to vividwireless, your @unwired email address will be available until 28 February 2013, even if you cancel your Unwired service.
Q. I did not manage to clear out my Unwired email prior to the network shutdown. Can I still access this?
Yes, Unwired email is still available from My Account until 31 March 2013 but you should access your email and copy any emails to an alternative email account as soon as possible.
Q. How do I remove my Unwired email from my email client?
You can find instructions on how to remove your Unwired email from your email client. The steps vary depending on what email client you use.
Q. I am an Unwired Customer. Why have you shared my personal information with Optus when I did not authorise this?
A. In June 2012, Optus bought the company which provides your Unwired Service. Unwired is now part of the Optus family. The Privacy Act allows companies within the same group of companies to share personal information provided that all the companies comply with the National Privacy Principles. Optus treats all customer personal information, including your personal information, in accordance with the Privacy Act and the National Privacy Principles
Q. I am a uConnect hotspot customer, what is happening to my service?
A. This service will also close on 28 February 2013. Optus will contact you directly with an Optus hotspot offer.
Q. I am a pre-paid customer. What will happen to my service, credit and vouchers after the network closes?
A. For Prepaid customers, any unused data will be credited back to you, on a pro-rata basis. If the purchase of the voucher was from a retail outlet, the refund will be by way of a cheque. If the voucher was purchased on the Unwired website, a refund will be made to the credit card that was used to purchase the voucher. If you have any unredeemed vouchers, with a purchase date on or after 1 May 2012, you will be able to request a full refund of the voucher by returning a completed Unwired Pre-Paid Voucher Claim Form with a copy of the unused voucher to: Unwired Billing Team, P.O. BOX 3074, Redfern, N.S.W. 2016 or email the completed form and a copy of the voucher to: firstname.lastname@example.org with “Prepaid Voucher Refund Request” in the subject field of the email. Once your refund request has been approved, a refund will be processed. Please allow up to 4 weeks for your request to be processed and a refund issued.
Q. I have only used part of the voucher before the Network is closed. Will I get a refund for the remaining data?
A. Yes, Unwired will process a pro-rated refund for the unused portion of the voucher data limit, once your service is closed. The amount that will be refunded will be calculated using the unused data, based on the on a dollar per megabyte rate based on the voucher you used and the remaining data on your service at the time the service is closed.
The below table outlines the per megabyte rate (unit price) for each voucher:
|Voucher cost||Voucher data||Per MB Rate (unit price)|
|Top up voucher cost||Voucher data||Per MB Rate (unit price)|
Note: 1GB = 1,024MB
Please allow up to 4 weeks for your request to be processed and a refund to be issued.
Q. I have purchased a voucher from a retail outlet that I have not used. What do I do with it?
A. You can claim a refund for any Unwired vouchers which have not already been redeemed and have a purchase date of 1 May 2012 or later. To request a refund, you will need to complete the Unwired Pre-Paid Vouchers Claim Form. When completing this form you will need to include:
See below Unwired voucher example to assist you in locating the necessary details on your voucher for your refund claim.
Send the completed form with a photocopy of the unused voucher to: Unwired Billing Team, P.O. BOX 3074, Redfern, N.S.W. 2016 or email the completed form and a copy of the voucher to: email@example.com. If you are emailing your request, please type “Prepaid Voucher Refund Request” in the Subject filed of the email. Once your refund request has been approved, a refund cheque will be sent to you.
If you require further assistance, please contact Unwired Customer Care on 1300 761 881 Monday to Friday, between 9.00am to 8.30pm AEST.
Q. Can I request a refund for vouchers I have already used to recharge my Prepaid Unwired service?
A. That will depend on which option you choose:
1) If you decide to cancel your service prior to the network closure on 28 February 2013, a pro rata refund will be processed for any unused data on your service. For a voucher that was purchased in a retail outlet, a cheque will be issued to the name and address on the prepaid account. For a voucher purchased through the Unwired website, a refund will be made to the credit card used to purchase that voucher.
2) If you wish to continue to use your Prepaid Unwired service and the expiry of your data balance is before 28 February 2013, you will not receive a refund as the data expires before the closure of the network.
3) If the expiry of your services included data is after 28 February 2013, any unused data will be automatically refunded on a dollar per megabyte rate based on the voucher you used and the remaining data on your service at the time the service is closed. For a voucher that was purchased in a retail outlet, a cheque will be made to the name and address on the prepaid account. For a voucher purchased on the Unwired website any refund will be made to the credit card used to purchase the voucher.
Refund cheques will be sent from the Unwired Billing Team using the account details you provided Unwired when you set up your prepaid service. We would recommend that you check and update your personal Unwired account detail before 28 February 2013 to avoid delays in processing your refund.
Q. I want to cancel my Prepaid Unwired service and arrange a refund for the balance of my data. How do I do this?
A. If you wish to cancel your Prepaid Unwired service before the network closure on 28 February 2013, you will need to contact us on 1300 133 629 and request the closure of your Prepaid Unwired service. For security, we will ask you a couple of questions to identify your account and then will notify the Unwired Billing Team, who will arrange a pro rata refund for any remaining data on your service. For a voucher that was purchased in a retail outlet, a cheque will be made to the name and address on the prepaid account. For a voucher purchased on the Unwired website any refund will be made to the credit card used to purchase the voucher. For cheque refunds we recommend that you check and update your personal Unwired account details before you cancel your account to avoid delays in processing your refund.
Q. I have an unused voucher pending on my account which I purchased via the Unwired Online shop. How do I get a refund?
A. After the Unwired network shutdown, the Unwired Billing Team will identify all unused vouchers that were pending and will automatically process a refund back to the credit card details used to make the original purchase. This refund may take up to 4 weeks to process. If a refund to the credit card used is not possible, a refund cheque will be issued to the account holder and sent to the postal address of the Unwired service. We would recommend that you check and update your personal Unwired account detail to ensure that they are accurate to avoid delays in processing your refund.
Q. I don’t have any data left on my service but I have days remaining. Will I receive a refund?
A. No, you will only receive a refund for any remaining data at the time the service is closed.
Q. I have a Starter voucher/Free voucher. Can I claim a refund for this voucher?
A. No, these are free vouchers and you cannot claim a refund for any promotional or free vouchers that you have not paid for, this includes Starter Vouchers, Buy One Get One Free or Promotional Vouchers.
Q. I have a 0 day data top up voucher; will I receive a refund for this voucher?
A. Yes, you are entitled to a refund for any unused portion of this voucher and you will receive a pro rate of any remaining data balance once your unwired service is close. See above for more details
Q. I have a voucher with a purchase date before 1 May 2012. Can I claim a refund for this voucher?
A. No, you can only claim a refund for vouchers which are still valid i.e. they have not expired and were purchased on or after 1 May 2012. Prepaid Unwired vouchers have either a six month validity period from date of purchase or they state the date that they are valid until e.g. 28th February 2013.
Offer ends 1/3/13. Credit approved customers only. Early cancellation fees apply. Data includes uploads and downloads and does not rollover. Broadband speeds are available in the Optus 3G and 4G coverage areas only. Please see optus.com.au/coverage for details. Optus Internet Acceptable Use Policy applies.