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Why no waiver?

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Level 3



Tried the phone line over the past couple of days, but my patience is only 15 minutes, so hanging it all out on here.


6/6. I cancelled one of the phone plans and asked for a waiver of the port fee and a refund of the pre-payment amount. So first up, thanks for the refund - done within 48 hours.


I would like to know the reason why the port fee was not waived






Hi @snilsson ,

Welcome to the community!

If you port your mobile service number to another carrier a port out fee of $11 is payable.

The port out fee is being charged to cover the cost of porting process and call routing systems when you change provider. The port out fee is included in our Standard Terms & conditions.


You may check the details further on our website under -> Terms & Conditions ->Mobile Plan Brochure.

Let me know should you have any further queries.

Level 3

Thank you for the response Shane, however that is not what I asked. Providing a link to the terms and conditions is not an answer and is, whether intended or not, insulting.


I wanted to know why my request for the waiver was not granted.That answer could have been provided in private of course if not wanting to share.

Might it be that it was not recorded by the operators and therefore unknown?

Maybe I was considered to be a bad customer, so no way I would get one?

Maybe the time as a customer was not enough to warrant consideration?

Anyway, as others have been granted waivers, I assume that the decision is arbitrary..


Hi @snilsson,


We can raise this to our Mobile Specialists Team and request for reconsideration, however this will be subject for approval and investigation.


To better understand the situation, PM us your account details (Username/Customer ID together with the address on file).

How do I private message (PM) in the community



Level 3

Tried the PM option. After no calls to explain a real, rather than stock option, I have advised to no longer to attempt to call.


Close this as not answered


Hi @snilsson,


I've responded to your PM.


We apologise if our team was not able to contact you in time.


Our Mobile team will be in touch with you once an update is available.




Level 3

Thank you for assisting this through


You are welcome, @snilsson.


Should you require further assistance, please let us know.