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8 posts

Wannabe Geek


Topic # 106152 18-Jul-2012 18:08 Send private message

I was approached by a Telecom door knocker with a fantastic deal for Broadband and Phoneline, so I rang TelstraClear to see what deals they could offer to match.

Telecom deal: Total home broadband 120GBp/m with $10 credit for 12 months and first 2 months free + phoneline + free WiFI modem on VDSL2 (rang telecom and confirmed all the details such as if I could get VDSL2 on my exchange, etc.)

I spoke to a retention rep at TelstraClear who advised me that he could upgrade my account from 40 to 100GB for an extra $20 per month more than I'm currently paying, which would be a discount of $30 off the "normal" price of that "Warpspeed" plan for 12 months.

Since cable has been so reliable for me, I'm hesitant to give it up and go back to DSL, so I opted for this deal given by Telstra.

I rang back and was told I'd get a phone call in a few minutes from the retention rep. He calls me back straight away (yay!) and I advise I'd like to take him up on the offer. He then advises that there is a 12 month contract for this discount, and if I change plans within that 12 months I'd be charged $199 early termination fee. On top of that, it would be a "Warpspeed" plan, but because they have no modems left I'd not be able to get the 100mb speed that is advertised...

So if I stayed with Telstra I'd be locked into a contract for 12 months for a 100GB internet plan that would cost me $20 more than I'm paying already for the same speed, and if I decide to change it in the first 12 months I'd be stung $199.

If I go with Telecom I get 120GB a month + phone line for $95 p/m, on a 12 month contract, that includes a free WiFi modem + 2 months free. Also, as I understand it, Telecom will not charge me a $199 fee for changing my plan (correct me if I'm wrong here guys)

Has anyone else had any luck with TelstraClear and their retention team? It's not a bad offer, but the fact that the rep omitted the "contract" and "termination fee" RIGHT BEFORE he was about to sign me up was a deal-breaker.

Can anyone comment on Telecom VDSL2 vs cable 15mb for things like YouTube and gaming (steam)? I'm not sure how far I am from the exchange - is there somewhere online I can look this up? What sort of speeds can I expect (I know this is a "how long is a piece of string" question), will VDSL2 be faster than my 15mb cable connection, or the same/less? If anyone has gone from TelstraClear cable to Telecom VDSL2 I'd love to hear your experiences.

Also, if anyone from TelstraClear is reading this you really need to work on your retention skills! Locking a 10 year+ customer into a 12 month contract without providing the full service or plan details up front is not really a good look IMO. I'd be happy to upgrade for 12 months and pay a bit extra - but NOT locked in with a $199 break fee for changing my plan a few months down the track.

Ironically, this is the best customer service I've had from TelstraClear in the whole time I've been with them, it's a shame I have to (almost) leave them to get this sort of service!







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Uber Geek
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  Reply # 657911 18-Jul-2012 18:32 Send private message

Are you sure about that VDSL on Telecom? Last anyone here knew, Telecom Retail didn't offer VDSL at all, and even their website says only ADSL2+. It seems odd the first anyone hears about it being a doorknocker. You might want to call them up and clarify that they definitely didn't mean ADSL2+.



8 posts

Wannabe Geek


  Reply # 658025 18-Jul-2012 21:32 Send private message

Kyanar: Are you sure about that VDSL on Telecom? Last anyone here knew, Telecom Retail didn't offer VDSL at all, and even their website says only ADSL2+. It seems odd the first anyone hears about it being a doorknocker. You might want to call them up and clarify that they definitely didn't mean ADSL2+.


Interesting. I rang Telecom and the guy on the phone did a line check and said that VDSL was available. Good advice, thanks I'll give them another call to confirm.

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Ultimate Geek
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  Reply # 658039 18-Jul-2012 21:56 Send private message

The line might support VDSL2, the question is whether telecom retail is offering it to customers..

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  Reply # 658073 18-Jul-2012 22:41 Send private message

VDSL might be available on the line/exchange, but that doesn't mean Telecom is selling it currently - and as far as I'm aware, they're not.

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  Reply # 658125 19-Jul-2012 06:22 Send private message

Telecom retail don't offer VDSL2.

And to be completely honest no ISP right now is going to start offering free VDSL2 modems on cheap residential installs with the price they are.


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  Reply # 658150 19-Jul-2012 08:27 Send private message

If Telecom is offering you VDSL2 then get it in writing.



8 posts

Wannabe Geek


  Reply # 658204 19-Jul-2012 09:45 Send private message

I rang Telecom again and spoke to 3 different reps as no one knew what I was talking about. The final rep was good and she went and got confirmation that it "is still in the testing phase" and "the free modem will not work with it" and "the door knocker probably meant you could be upgraded later on" (which is definately NOT what he said).

Thanks for your input guys, looks like I'll be staying with TelstraClear for now!

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Ultimate Geek
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TelstraClear

  Reply # 658229 19-Jul-2012 10:22 Send private message

Hi CursiveFusion,

Just to clear a couple of things up that I don’t think our rep explained to you too well. Firstly, apologies that the contract term and early termination charge (ETC) wasn’t properly explained. That should have been mentioned up front and I’ll raise this with the team manager. Secondly, if you do go with this deal you will be getting a new modem and will get 100Mbps speeds – there’s a delay of a few weeks at the moment but we’re working with our supplier to cut this time even more.

As you might appreciate, with a service that requires a new modem and a technician to install and test it, there is quite a cost involved. We give our customers two choices – pay less per month, but guarantee that you’ll stay with the service long enough for us to cover those costs, or pay more per month and we’ll wear the risk that you don’t stick around long enough. This applies to plan changes as well – downgrades, not upgrades – for the same reasons. You can upgrade at any time and then downgrade to your original plan (no more than once a month) without the ETC being applicable. It does apply though if you downgrade (eg, from 100Mbps/100GB to 15Mbps/60GB) from your original plan within the contract period (again, because we need to cover the costs associated with the initial 100Mbps install).

Hope that helps.

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  Reply # 658258 19-Jul-2012 10:47 Send private message

Long story short never trust door knockers, expect them to exaggerate (lol commission) and probably stuff up the order in some way.

Any deal "special" you can likely get from a door knocker you can usually get from ringing the ISP sales helpdesk or customer retentions  directly.



8 posts

Wannabe Geek


  Reply # 658296 19-Jul-2012 11:29 Send private message

TelstraClear: Hi CursiveFusion,

Just to clear a couple of things up that I don’t think our rep explained to you too well. Firstly, apologies that the contract term and early termination charge (ETC) wasn’t properly explained. That should have been mentioned up front and I’ll raise this with the team manager.



Thanks


Secondly, if you do go with this deal you will be getting a new modem and will get 100Mbps speeds – there’s a delay of a few weeks at the moment but we’re working with our supplier to cut this time even more.


Thanks again, however the rep was quite keen to just change my plan and not bother with the new modem? Are you saying you are required to get the new modem if you get this plan? (i.e. I can't stay on 15/10mb speed)


As you might appreciate, with a service that requires a new modem and a technician to install and test it, there is quite a cost involved. We give our customers two choices – pay less per month, but guarantee that you’ll stay with the service long enough for us to cover those costs, or pay more per month and we’ll wear the risk that you don’t stick around long enough. This applies to plan changes as well – downgrades, not upgrades – for the same reasons. You can upgrade at any time and then downgrade to your original plan (no more than once a month) without the ETC being applicable. It does apply though if you downgrade (eg, from 100Mbps/100GB to 15Mbps/60GB) from your original plan within the contract period (again, because we need to cover the costs associated with the initial 100Mbps install).

Hope that helps.


Kind of :)



8 posts

Wannabe Geek


  Reply # 658299 19-Jul-2012 11:33 Send private message

Ragnor: Long story short never trust door knockers, expect them to exaggerate (lol commission) and probably stuff up the order in some way.

Any deal "special" you can likely get from a door knocker you can usually get from ringing the ISP sales helpdesk or customer retentions  directly.


Yes as per my original post I rang Telecom to confirm everything the guy told me, I had it all written down. The guy I spoke to initially at Telecom confirmed everything including VDSL2 availability right down to my address, and he was a kiwi guy in the New & Moves department so there was no launguage barrier as far as I could tell...

But yes I do agree never trust door knockers and I should really have rung Telecom while the door knocker was here. Mind you, considering I got conflicting information in both calls to Telecom, it probably would not have helped!

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Ultimate Geek
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TelstraClear

  Reply # 658482 19-Jul-2012 14:40 Send private message

CursiveFusion:
Thanks again, however the rep was quite keen to just change my plan and not bother with the new modem? Are you saying you are required to get the new modem if you get this plan? (i.e. I can't stay on 15/10mb speed)


Hi again. The plan with 100GB (or 150GB) of data is provided on the 100/10Mbps service so we do provide you with a new modem that can operate at that speed.

Cheers, Gary



8 posts

Wannabe Geek


  Reply # 658885 20-Jul-2012 09:07 Send private message

TelstraClear:
CursiveFusion:
Thanks again, however the rep was quite keen to just change my plan and not bother with the new modem? Are you saying you are required to get the new modem if you get this plan? (i.e. I can't stay on 15/10mb speed)


Hi again. The plan with 100GB (or 150GB) of data is provided on the 100/10Mbps service so we do provide you with a new modem that can operate at that speed.

Cheers, Gary


Thanks Gary

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Ultimate Geek
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  Reply # 658933 20-Jul-2012 10:17 Send private message

Interesting to see mention of Telecom Retail VDSL for what I think is the third time this month, I wonder if they are intending on going into full swing at the end of the month.

Just jumping to conclusions here but the Door Knockers could be simply offering plans ahead of their scheduled release date.

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