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misinformation on 1300/13 numbers

misinformation on 1300/13 numbers

Amateur (LVL:2)

misinformation on 1300/13 numbers

While trying to call a 1300 number today on one of my boost services I was greeted with a "you are out of credit" message. This is on a 12month UNLTD $150 plan with 4 months of expiry left, data available and it works for all other calls. Calling the same 1300 number works on my other boost service (same plan and inclusions).

I hopped on live chat and was told at various times throughout that:
1. 1300 are premium numbers and not included
2. 1300 numbers are 'operator assisted' calls and not included
3. 1300 numbers are not Australian numbers
4. I need to reload $5 credit on my UNLTD 12 month plan (is this even possible??)
5. Only 1300 numbers which "belong to boost or Telstra" are included
6. My device needs a restart
7. It must be my device as it works on the other phone (swapping sim cards had same result)
8. Must be my sim, even though it works for all other numbers and is a network message which tells me I am out of credit.


I linked them to some the boost community threads where nefy or pvndenh (and one which has both!) say that 1300 numbers are included:
https://community.boost.com.au/t5/Setup-Phone-Support/Plan-cover-1300-no-s-and-others-starting-with-...
"Boost UNLTD covers UNLTD calls, sms, MMS, message bank retrieval to all standard AU numbers including 13, 1300 and 1800."
https://community.boost.com.au/t5/General-Discussion/Unlimited-standard-calls-amp-texts/td-p/22908
"Yes. 13/1300/1800 and Voicemail calls are all included."
https://community.boost.com.au/t5/Setup-Phone-Support/Are-13-number-inclusive-in-the-40-prepaid-deal...
"Yes. 13, and 1300 calls are included as part of UNLTD." AND "13, 1300 and 1800 numbers are included."


One of the reps even "hung up" on me on chat when I posted the threads.
These were all time stamped at the same minute:
Marian Joy:
As much as I would love to Leyton, it shows on our system that it is not a standard Australian number.
Marian Joy:
Are you still there?
Marian Joy:
I haven't heard from you for a while, I'll close the chat now.


So why is the boost community forum so at odds with 3 of the chat reps (including a supervisor). Why does the critical information statement not specifically include/exclude 1300 numbers as clearly this is a question that has to be asked over and over in this forum and why do the chat reps seem to know so little about the plans or the inclusions?