TPG/iiNet/Internode/Westnet will jettison its email users, offering them the option of a transfer to ‘The Messaging Company’ free until 15 September 2024. If you take up the option, you can keep your email address, contacts, and calendar. Vodafone does not offer free email.
With little to no notice, TPG posted this link. “TPG has decided to stop providing email services. This change will help us focus on creating better experiences for our core products: internet and mobile.”
But, as we quote, “TPG does not have information on The Messaging Company email pricing … It will be able to provide you with pricing before charges start after the first year.”
If that is not a pig in a poke (deceptive trick), then I don’t know what is.
Users are terribly upset that TPG/iiNet/Internode/Westnet will jettison its email users
Another quote sums it up:
As a customer of 15 years, I am incredibly upset about this decision to remove emails from TPG/iiNet with barely any warning. I will not be giving the company any more of my business.
But most of all, I’m incredibly concerned about my Aliases – which are tied up in logins for just about every major service I use (myGov, streaming services, business platforms, etc.). I don’t know what I’d do if I lost them. Does anyone know anything about the Aliases situation? It’s not like TPG lets you email them to ask, and I can’t find a chat window or anything.
There are a few time bombs in this TPG/iiNet/Internode/Westnet move
Q: Who owns the Messaging Company?
A: It is owned by Atmail.com Est. 1998. CEO Dave Richards. ABN 31 669 674 382 registered in Brisbane 13/7/23. It is a ‘white-label’ messaging company, and ‘We are experts in monetisation (subscription-based pricing, email upsells, advertising options and more”.
Q: Will it use the TGP user interface?
A: Likely not. “We know that 86% of customers will pay more for a better experience, so we create inclusive modern webmail interfaces that your end customers will love”.
Q: Where is your data stored?
A: Unknown.
Q: What are the Messaging Company costs?
A: Unknown and won’t be revealed until approx. sixty days before 15 September 2024.
Q: I have several aliases (slave accounts). Can I transfer them?
A: You can only transfer the registered username. We understand you cannot set up additional aliases or slave names that point back to the username. As of 6 June 2023 (before the notice was given), you cannot create any new TPG usernames.
Q: Who do I call for support?
A: The Messaging Company, but we have no further details about the process, e.g., web form, chatbot etc.
Q: What happens to my data if I don’t move?
All data for all users is moved to TMC. If you don’t move, your account will be suspended and deleted on 30 November 2023. After that, there is no recovery process.
What to do NOW if you don’t move
We suggest you move to gain some time to plan your next steps, get a new email address, advise everyone, and back up your email. We can’t tell you how to do this because we don’t use TPG et al. or TMC. Theoretically, you should be able to back up and import it to any new email provider.
The bottom line is that you will lose your TGP email username. HINT: You will also need to change the email address for your TPG account too. Now that you are not locked to TPG, it is time to look at a better provider like Aussie Broadband with a local call centre that really cares.
That means setting up a new email address
The most obvious and safest is the free Google Gmail (set up here) that you will already have if you use an Android phone or TV. You can use this as webmail on any device (Windows, Mac, iOS, Android, Linux, Chrome). It also has a calendar and contacts. Theoretically, you can set up your TPG account in Gmail, which should make a cloud copy of everything. Read Google Gmail is a safe alternative to your broadband supplier’s email.
If not Gmail, then the free Microsoft Outlook (recommended if you use Microsoft 365) or free iCloud Mail (recommended if you use Apple).
CyberShack’s view – convenient for TPG/iiNet/Internode/Westnet but bloody inconvenient for you
There is nothing more personal than an email address you have had for a long time and rely on.
Our advice has always been to get an email address not linked to your internet provider.
TPG et al. know you will likely take the easy option and move to TMC. BUT they are not reducing your internet package price and providing less service. In fact, The Messaging Company states it is a profitable move for an ISP, and they are experts in monetising your account.
Not telling you the projected cost of future subscriptions is like telling you to vote Yes for the Voice without the details! It’s a pig in a poke.
62 comments
Zoran Kostovski
Please let me know how I can transfer all my E-mail box’s from Westnet Email i have to a folder or file I can access on my laptop computer , as I plan to ditch my Email account with the messaging company come September 2024.I do have an internet account currently with Westnet.
I understand that it is a bit rich for an internet company to suddenly charge for E-mail, for something that was inclusive of the cost of the original internet membership.
As i have been a loyal member for about 15years I am totally disgusted at the decision made and will not agree to further costs for an E-mail account come after the deadline (after the sponsored period being September 15 2024)
I would appreciate your prompt response
Thank you
Zoran
Ray Shaw
Thousands of users feel the same way. The instructions are at the bottom of this page https://help.westnet.com.au/westnet-email-messaging-company under Can I save my emails if I don’t choose to move to The Messaging Company? My advice would be to get a free gmail account and import all your westnet emails into that.
Rosemary Englert
Since the change from Internode to the Messaging company the Contacts list is not visible,
not where it should be anyway. Can this be rectified asap please. This is a BIG step backwards.
Apparently Qld is not responding to requests for “call backs” I know of a business that has
lodged at least 3. Not good for a small family business that receives a lot of its work via
email.
Ray Shaw
Hi Rosemary. As we don’t have any sway with the Messaging Company all we can do is sympathise.But the contacts issue is strange. TMC should not be storing contacts at all. It would be in Outlook client (Windows) or an app.
Jenny Addie
I’m in an Apple environment. As a result of iinet ceasing to provide email service, I have created two new gmail accounts – one for me and one for my husband. These accounts have been added to Mail on our iPads and iPhones. Sadly, I can’t add the new gmail accounts to our shared Mac desktop computer. I am getting the following error message:
‘Error 400: invalid_request
You can’t sign in to this app because it doesn’t comply with Googles OAuth 2.0 policy for keeping apps secure. You can let the app developer know that this app doesn’t comply with one or more Google validation rules’.
Can you please advise me how I can add the new gmail accounts to Mail on Mac?
Thank You
Ray Shaw
It is saying that the mail client on the Mac is insecure. It sounds like you have an old Mac that cannot be updated to later macOS and mail apps. In the interim you can log into gmail via the Chrome (or perhaps Safari) browser. Go to https://mail.google.com/mail/ and put in your email address and password. You will need to do this on two web pages – one for your husband and one for you. Then contact Apple https://getsupport.apple.com/solutions/call.
PS you can copy the email link for each of you to a desktop icon for easy access.
Rhonda
So with our email addresses being transfered to The Messaging Company are we still tied to our Westnet internet account? I haveva small business that the previous owner set up so I am stuck with the email address but the internet service is satellite and I can get a better deal elsewhere.
Ray Shaw
Yes. If you want to continue using your email address you must stay with Westnet. Our advice is to get a Gmail address and start using that so you can ditch Westnet and go to a good NBN provider like Aussie Broadband,
Gary Meredith
Good summary.
How is it then that IInet are still advertising on TV just exactly nthe same as they have done for 15 or so years and recently have seen large electronic signage board doing same.
Surely, this would be something for Consumer Affairs or ACCC (aka feels much like Qantas selling seats on cancelled flights!)?
Ray Shaw
More fine print. Yes, you could lose your TPG email name even if you transfer.
TPG grants you the right to use your current email address, which incorporates one or more domain names owned by TPG (e.g. @tpg.com.au).
TPG may withdraw the right for you to use your current email address when you cease acquiring services from TPG or one of our affiliates.
TPG may also revoke the right in (4) above for other reasons, but we will endeavour to give you at least 60 days’ prior notice before that happens.
Your use of your current email address, which incorporates one or more domain names owned by TPG or our affiliates, is not transferable to another email service provider.
Ray Shaw
Any company can advertise a service like NBN. Its just some provide email and some don’t. Its all in the fine print.
Norm
This is not un-expected behaviour from TPG.
A word of financial advice from previous experience with TPG – cancel any direct debits you have with TPG & any related entities. Some years ago It took over 6 months, including threatened legal action, after I had ported my mobile service to another provider, to stop TPFG from raisinfg invoices for a service they no longer provided.
Expect the same as you port away from their ISP “service”
Zebedee Hawkins on Dharawal
I totally agree with the comments about TPG breaking customer agreements by removing email from the deals.
Of course there is plenty of details on the Voice to parliament and everyone should vote yes, for a better future for every Australian
Anonymous
To Cybershack
Check conditions underlying email transfer
to “The Messaging Company”. They are contradictory and misleading and appear to permit TPG/Westnet to abandon the agreement with “Messaging” in 60 days or less whenever they choose.
Anthony Gioia
I am with Iinet and I received a similar email about cancelling their email service. I have tried to contact the Telecommunications Industry ombudsman; ACMA and the ACCC as I am concerned that Iinet were reducing their service without reducing their fee to customers. I did not get satisfactory responses from TIO and ACMA and now pursuing it with ACCC as I believe that is not legal under the Australian Consumer Law.
Ray Shaw
I wish you the best of luck. Others have tried and the TIO has stated it is not under its purview. The ACCC is looking at it but that will take time. Legal experts have stated that due to the small amount of money involved per user a class action is not viable. In short TPG will get away with it unless its loyal users go elsewhere. we recommend Aussie Broadband 1300 880 905 and its Aussie Call Centre can transfer NBN and any NBN landline over the phone.
ALAN RODGERS
I do not understand what is happening
can you please is non jargon just say what is happening to my IINET address
Ray Shaw
Your iinet email address will cease to work unless you transfer email to The Messaging Company NOW (TMC). TMC is free for the first year but will charge an unknown amount (somewhere between $10-30 a month) after that. Our advice is to transfer and then set up a free Gmail account and gradually swap over to that.
Sally Burke
Hi Charlie, from what I am reading my email addresses at Outlook and Gmail are safe, for now…. I have a friend who is definitely not internet savvy who has a Wideband email address, as it isn’t mentioned I guess she will be ok for now?
Ray Shaw
Hi Sally (Ray for Charlie) Aussie Broadband owns Wideband. Its website reads ‘For those of you with @wideband.net.au email addresses, nothing will change and you can keep those addresses – we’ve managed to hold onto the domain name.https://www.aussiebroadband.com.au/media-centre/aussie-broadband-announces-new-enterprise-arm-retires-wideband-branding/
Eric Detman
I have been with Iinett and TPG from the very early days .Last year I raised on 3AW the fact that my NBN service had been redirected to a new user without my authority. The behavior of TPG was a disgrace and after approximately a month and over 30 comunications via phone and email I discvered by chance that the removal and relocation was a clerical error .TPG within days of the return of my service stopped the service on the pretense that My account was in arrears which was untrue .I had just lost my wife and the service was very important so I was blackmailed into a more expensive plan . A mongrel act now being repeated
Ray Shaw
I feel your pain. Swap to Aussie Broadband – its easy, and instant and they have an Aussie helpline that loves to help. Call 1300 880 905 and it can be done while you are on the phone. You wont need to change the modem but make sure you have its login and password if Aussie needs to remotely access it. The only issue is getting TPG to stop charging you so you may need to call TPG again and make sure you don’t get billed.
How much speed do you need? 25Mbps is fine for a single person that uses it for email, web browsing etc. it will also support an NBN landline phone. They also have Internet 12Mbps plans for seniors https://www.aussiebroadband.com.au/internet/seniors-nbn/ – 12Mbps is a little slow but allows you basic access. It you stream video (Netflix) then 50Mbps is what you need.
David Maplesden
Hi Charlie, I’m caught up in this TPG email issue. I have a Microsoft 365 Family subscription which includes Outlook, so I’m looking to moving to using that rather than the Messaging Company. However Microsoft has setup a default email address with my account with a ridiculous address (which I have never used). I’ve tried to change it to an easier address but it won’t let me. Also, it says I need to buy a domain from GoDaddy to setup my own personalised email address. And then it says they are stopping creating personalised email addresses from 30 Nov 23. So should I pursue getting a domain and setting up a new address with Microsoft or use something else? I’m wary of Gmail for security reasons. Is it safe? Thanks
Ray Shaw
Hi David (Ray, on behalf of Charlie). First, MS Outlook is just a mail client that you can add almost any email address to. It then stores email in the Outlook cloud. If you exceed the 15GB (or whatever) you can buy more storage.
Second, Gmail is probably the safest free email address provider. MS has set up a MS email name as your ID for MS services. You don’t have to use it and you cannot change it – just to install Windows, activate MS 365 Family etc. You have two choices, both work with Outlook on a PC or smartphone and its webmail interface.
Choice One: Set up a new email address that is not dependent on your ISP. Read https://cybershack.com.au/consumer-advice/google-gmail-is-a-safe-alternative-to-your-broadband-suppliers-email-address/ I don’t recommend using an Apple email as you may not use it or want to swap to Android one day.
Choice 2: Set up your own domain read https://cybershack.com.au/consumer-advice/want-your-own-email-domain-it-is-easy/ This has ongoing costs like registering domain (and forget Go-Daddy and use a local provider if you ever want help that works). If you transfer email to TMC you can put your TPG email address in Outlook and save all your existing emails for future reference. There are instructions on TPGs advisory.
Bill
Hello Ray, thanks for the honest overview of way these corporate mongrels operate.
you hit the nail on the head with a reduced level of service with no reduction in pricing cost.
I have migrated across to tmc but only to keep my addresses until i can let all the businesses and others know of my gmail account. I’m getting too old as a senior to be stuffed around by these amateurs.
i have now got all my iinet emails via gmail but not through outlook. I’m having all sorts of issues working and trying to learn the gmail setup. I thought email still would have been part of their core business.
21 years with iinet. i’ll be walking with my feet and wallet to another ISP possibly Aussiebroadband.
These buggers (TPG) don’t deserve my business
Ray Shaw
I am beginning to believe that TPG et., have a death wish. We have had hundreds of responses, and all are voting with their wallet and feet. While you are never too old, the new tech can be challenging. Gmail is web-based, but if you use Microsoft 365 you can use Outlook as your email client and bring both your Gmail and your iinet mail to it and at least save it to Outlook cloud (Microsoft OneDrive).
glenn wells
This is disgusting and not unexpected once Internode had been sold to the larger company, Profit margins are all their concerns are and the customer now is nothing to them. Losing my email which has been connected to hundreds of accounts and log ins is utterly disgusting at short notice and once this is complete i will be pulling my service which has been well over 20 years ! i was with internode as a dial up service , that’s how long i have been a loyal customer but this is too much and the pricing has steadily become less and less competitive but i paid for the good customer care i used to receive. GoodBye Internode and i strongly encourage thousands of other long term customers to leave also. Its the only way they give a damn is by reducing their profit margin!
Ray Shaw
Readers unanimously agree with your sentiments. It is like TPG et al. wants to eliminate its subscribers. Can I respectfully suggest that Aussie Broadband is the way to go? Here is how to save your email before it is transferred to TMC. https://help.iinet.net.au/iinet-email-messaging-company – and go to the bottom for instructions.
Chris
Thanks for the useful article, except for the last unfortunate comment. We are not citizens we are consumers. we have no rights except to shop around. Which is hard i a monopoly
Ormshaw
I have just been informed (22 August 2923) by IINET about these changes. I am (like quite a few others) incensed by the arrogance coming from IINET. When I called to ask about their email I spoke to somebody in the Phillipines and then somebody else in South Africa. Both of these calls were answered by people who just didn’t care about my complaint/questions. As a very long term IINET customer (since the late 80’s when it used to be ozemail) I am appalled that they can do this by just sending an email out to all users.
Ray Shaw
There was a time when the customer was king and service meant with a smile. TPG et al. lost that a long time ago, which is the hallmark of a company that does not care about the little guy. Two things. First, take up the free offer to swap so you have time to get an email address not connected to the ISP. Second, once you have all your email elsewhere we recommend Aussie Broadband which really knows what customer service means.
Mark
Really poor form in you comment in the lady paragraph! Very disappointed
Ray Shaw
VoIP is not email, and you should be fine. I have to assume that it is a transferrable standard telephone number provided over standard VoIP (Telstra uses proprietary VoIP so don’t go there). We recommend Aussie Broadband if you are looking to change. To be clear you own that number, not iiNet.
Ray Shaw
I am afraid I don’t know what you are referring to. Can you be more specific so we can look into this and correct if necessary?
Kirsty Carslaw
What happens if you have a VOIP number with iinet?
ian sayner
I agree . I just called them and was told by c/s that they are still negotiating with TMC re. charges.
One online account is talking about a class ACA action???? This not what you would expect from a “professional organization” (so called).
Ray Shaw
First, you are lucky to have gotten through to TPG – readers are claiming 1-3 hour waits and frequent drop-out for the helpline. Second, TPG is not telling you the truth re: TMC charges. We have it one good authority that the deal has a non-disclosure clause preventing TPG from commenting, as TMC will decide what to charge based on the takeup of the free offer. In other words, TPG has no control over TMC’s future charges – it should have! I doubt that a class action would get up as TPG offers a free first year at TMC, offering users plenty of time to make other arrangements. Our advice – do not use an ISP email address – ever.
Rosemary Hands
Thank you Charlie for your advice on the iiNet emails enjoy listening to the program on Saturdays. I have passed on your email to my son who was unaware of your program on 3AW he was very interested in your advice re: iiNet
As suggested I will be looking at Gmail and Aussie Broadband of the two who would you recommend
Please note I am not tech savvy.
Dr Y E Miels
I’ve been with Internode for decades; this move to dump email users is outrageous. No notice has been sent to me. I heard via another person, then checked out Internode’s website. I wonder whether we will ever be contacted personally? Probably not – clearly email users don’t interest them any more.
I will be making a change. TMC sound dodgy and disinterested; they use language that ordinary people won’t understand.
Dave
Do you have any advice or recommendations in relation to setting up my own domain to avoid this issue in future?
Not happy about losing my long term email address.
Ray Shaw
Read this https://cybershack.com.au/consumer-advice/want-your-own-email-domain-it-is-easy/
Ray Shaw
How to Register a Domain Name
Find a domain name registrar. I use Fantel but any will do https://fantel.com.au/ – really you want the cheapest hosting.
Search for your domain name. https://who.is/
Finalise your domain name choice.
Choose a domain name suffix, such as .com, org, assn, ID or . net. ID is for family names. For example, Steele.id.au is in use.
Purchase the domain name.
Set up a mail account. I use Microsoft Outlook/Exchange – it costs $5.10 plus GST per month for hosting.
Kev
I guess it is time to re-visited a ‘new’ ISP, as there is no guarantee that current email address’s’ will be honoured.
If TPG and it’s subsidies wish to go that path then I’ll vote with my feet……after 10 plus years with Internode it will be a pain to inform all my contacts of a new email address, but ultimately it’s Internode (TPG) that loses out.
Ray Shaw
As we said – get an email address that is independent of the ISP. Read https://cybershack.com.au/consumer-advice/google-gmail-is-a-safe-alternative-to-your-broadband-suppliers-email-address/
Allan Cowling
Thanks for your article. I have a TPG email with a netspace address, which was kept when I changed to TPG many years ago. I pay iinet $25 per year to keep that name.
It’s everyone’s nightmare that if your email has to change, you then have to notify the hundreds of logins, contacts, direct debits, etc, etc.
Could you please advise if there is any way to change provider but maintain your existing address, as is the case with phone numbers.
Thank you,
Allan.
Ray Shaw
Hi Allan
If it is a TGP/iiNete/Internode/Westcon, then the only way to keep the email name is to swap to TMC and pay whatever they will charge. Most ISP will cancel your email address if you don’t have an active broadband account – it is not portable like mobile, and it should be. That is why we strongly suggest using Gmail, Outlook etc, which are ISP agnostic.
Jay
TPG grants you the right to use your current email address, which incorporates one or more domain names owned by TPG (e.g. @tpg.com.au).
However, TPG may withdraw the right for you to use your current email address when you cease acquiring services from TPG or one of our affiliates.
Your use of your current email address, which incorporates one or more domain names owned by TPG or our affiliates, is not transferable to another email service provider.
TPG will pay The Messaging Company email service charge until 15 September 2024. After 15 September 2024, you will be responsible for paying any charges you incur for the email service. The Messaging Company will contact customers with available pricing options at least 60 days prior to commencing charges for the email service.
However, TPG may also revoke the right above for other reasons, but we will endeavour to give you at least 60 days’ prior notice before that happens.
So, you may or not be able to transfer your email address, but if you can, TPG may or may not pay for it.
Well that’s made my decision to end two decades of being a customer of TPG.
Ray Shaw
Yes you can transfer one ‘root’ name per account free for 12 months. It is like TPG is intentionally thumbing its nose at loyal users.
guus van baalen
The TPG announcement specifically states:
“If you have one or more TPG email addresses that you’d like to keep, you’ll need to follow these steps for each email address.”
Surely this implies that alias addresses can be transferred to The Messaging Company (TMC). If not, then nobody is going to bother, because the alias addresses are what everybody uses, and if they are dead and we have to inform everyone of a new email address anyway, it might as well be a free gmail one. Result – no business for TMC.
Ray Shaw
We asked the question about aliases (Slave names) and were told that only the ‘root’ name and email data per account could be transferred. We are unsure what TMC’s policy is on setting up aliases, as they would not respond. My best guess is that you lose aliases and have to establish them.
Steve Donovan
I could smell a rat immediately
Ray Shaw
I feel your pain. Three pieces of advice: Do the free transfer to give you time to get a new email address. Get Gmail. Go to Aussie Broadband which has a local help desk and really cares.
Simon
Been with internode more than 20years! Just found this out from a colleague, who only found out from his parents. The comms from TPG/Internode/iiNet has been non-existent. Suffice to say I’m thoroughly pissed off. Was ok with the loyalty tax due to email convenience. But there is no way I will continue with these guys as ISP if they’re pulling this cunning stunt!
Ray Shaw
Three pieces of advice: Do the free transfer to give you time to get a new email address. Get Gmail. Go to Aussie Broadband which has a local help desk and really cares.
Karen
Have happily been with iinet since 2009 and have already spoken to them about future email pricing costs and their own price reduction for less services. Got the same goobly goop as you have stated here about TPG. It is stated that I will
Keep my iinet email address if I migrate but – for how long? Iinet does nit mention the business registration a month ago!
Ray Shaw
iiNet is just a brand using TPG back-end services. It is a pig in a poke – highly deceptive in not advising the future cost. Commercial hosting companies charge from $10 per month for up to 5GB email storage – that could be $121 per annum at TMC! My advice – jettison TPG/iiNet et al. and TMC – ASAP.
John Russell
if you have more than one email address with them like (wife and sons) will they be moved as well? or will they be deleted.
Ray Shaw
If these are discrete addresses, not aliases or slaves (these don’t move), then they will move. You will then face three subscription fees from TMC.
Gary Brocket
I do not use iinet as an ISP but have retained my email address with them for some years. Will this affect me?
Ray Shaw
Yes. Your iiNet email address will be disabled unless you move it to the paid TMC hosting.
Allan.
TPG have royally screwed up iinet ever since it got it’s grubby claws into it with i.e. ‘help centre’ offshore staff that read from a scripted sheet that almost requires a translator to understand them.
Make no mistake, insult to injury this is all about TPG screwing over it’s loyal customers to save and make money and to hell with us all.
Ray Shaw
Not being a member of the TPG family, all I can say is that our readers and Life and Technology listeners are ropeable. Since the TPG/Voda merger, a once-good provider has dropped the ball. Trustpilot gives it a 2.5 star rating.
Our advice is always to get an email address for life – one not tied to an ISP. How true in hindsight. We recommend and trust Aussie Broadband and Gmail.