With regard to the call centre guys asking for PINs, it's not ideal and we're working to figure out a solution.

The problem is even though we've rung you, we have to verify that you actually are authorised to manage that account. What if we get someone's well spoken ten year old who says "Yes, sign my dad... er, I mean me, up for a shiny new iPhone plan thanks" without your knowledge. It gets very messy.

So we ask for PIN confirmation which frankly sounds to me like a scam artist.

They shouldn't ask for it up front - it's only when you get to the point of wanting to make a change or needing to know more about your account to determine early termination charges or similar.

I'll let you know if/when we make a change to the process.

As for the Easy plans - it's not a case of one size fits all. There's value in the Easy plans that is different to the Best Mate or Family offers. BM and Family are very popular but they don't suit everyone. We've had plenty of feedback that a low-priced across the board plan will appeal to a number of customers (as opposed to price certainty to a calling group) so that's what we've put together.

But of course we're not going to please every customer with one type of plan... that's why we have a range.

Cheers

Paul