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Topic # 112728 18-Dec-2012 14:09

I may well be the last person on the planet to discover this, but I thought I’d post anyway in case anyone else out there is paying money unnecessarily to TelstraClear.

I'm a long time customer on  a triple service 10GB plan, with no contract. For the last few months I've been exceeding my 10GB allowance and paying for the additional data at the ad hoc rate. This month has also gone over, so I thought I’d pay the extra money to upgrade to a 20GB plan. I called in to the TC shop in Wellington to arrange it and was quite surprised to find out that the 20GB plan is now actually cheaper than the 10GB plan. I enquired if there was anyone else on the 10GB plan and was informed that many people use it.  “Why?” – I asked. “Well they just don’t see the need for more data.” was the reply. Incredible! It’s not like the extra data turns up at their house and they have to dispose of it if they don’t want it.

 
"OK, so I can pay $5 less per month and get more data?". “Yes, or another option would be to sign up for our latest promo…” (which isn't on their website and doesn't appear to be advertised anywhere – a kind of secret promotion that you don’t tell anyone about) “In that case you pay the same money as your 10GB plan for a year but you get 60GB of data per month.” I'm starting to feel glad I stopped by.

Next I checked my TV plan. I used to get the basic Sky package, and Sky Sport. When Soho launched I discontinued Sky Sport and added Soho, as well as Saturn Extra so that I could still receive channels such as UK TV, which you only got if you had an add on package.

Now I discover the packages have changed, and UK TV et al are bundled in with the standard package. Saturn Extra no longer exists – except of course on my monthly bill. “So what exactly am I getting for the extra $5 per month I'm paying – could it be nothing?” I ask. “Ahhhhmmm…. yes, you’re right…. nothing -  I’ll give you a credit for that”

 So, assuming the billing system works (what are the chances?) I should now have a credit on my account, and for the next year get 6 times my old data allowance, for $5 less per month.

 

So on the one hand I'm very happy – the guy in the store was extremely helpful and got me sorted out with the best available options. On the other hand I'm concerned about the underlying approach here. If someone is on a contract – fair enough, you signed up. If you’re not on a contract and don’t switch to a better deal – well maybe OK, I guess you should look around (although it would be nice to be advised of better options). But if a service is withdrawn, you’re not told, and you keep being charged for it, then that seems to be disingenuous at best…

 

Anyway, just thought there may be other people in the same situation who could benefit from this information.

 

Cheers,

Pete.

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  Reply # 734344 18-Dec-2012 14:24 Send private message

I have changed my Telecom mobile plan today. For the same price I now get 500 minutes instead of 100, unlimited SMS instead of 300, same 1GB mobile data.

While it would be nice to get notices of new plans that could be saving me some, there is nothing in our agreement saying they have to.

In other words, you have to check constantly for changes that benefit you.




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  Reply # 734351 18-Dec-2012 14:31 Send private message

freitasm:
While it would be nice to get notices of new plans that could be saving me some, there is nothing in our agreement saying they have to.

In other words, you have to check constantly for changes that benefit you.


It depends on the provider and industry. What seems to happen with telcos, is that they are constantly bringing in new plans and keeping the old ones active for older clients, but not allowing new clients to signup to the old plans. This is instead of regually upgrading existing plans. I think it is done this way so people don't then downgrade once they see they have more data, which is an instant drop in revenue for the company. Most telcos now seem to be doing this.I noticed that some of telecoms new plans are better and/or cheaper than their older ones, but you don't get that benefit unless you regually check them and switch. Prior to this, telecom actually doubled the data on existing plans, but they seem to have now moved to this new plan model.

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  Reply # 734352 18-Dec-2012 14:35 Send private message

I assume you are getting credited back the $5 for every month you have paid for the saturn extra service that you have not been receiving? i.e. if it has been unavailable for the last 12 months then you are due a $60 credit.


as for the other stuff, I agree. if is your responsibility to see if newer plans benefit you. often the newer plans are better in many ways, but not all, which means they won't (and in fact can't) put you on them unless you request it.



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  Reply # 734354 18-Dec-2012 14:43

NonprayingMantis: I assume you are getting credited back the $5 for every month you have paid for the saturn extra service that you have not been receiving? i.e. if it has been unavailable for the last 12 months then you are due a $60 credit.


Yep, the TV package apparently only changed a few months ago, and they are giving me a credit. I get that you need to keep an eye out for better data plans, but I think something like an add on which becomes completely redundant should just be removed from everyone's account.

Anyway, a good lesson in keeping your eyes peeled....

Pete.

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  Reply # 734361 18-Dec-2012 15:00 Send private message

Funny you should post this - I am looking into shifting some services to Vodafone because I'll get far more for less (200GB vs 40GB). But I too noticed that I pay $5 for Saturn Extra when it's not even required anymore - so why is that still there?! Apart from making TCL more money from people like me who don't check these things every month.


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  Reply # 734382 18-Dec-2012 15:27 Send private message

lurker: Funny you should post this - I am looking into shifting some services to Vodafone because I'll get far more for less (200GB vs 40GB). But I too noticed that I pay $5 for Saturn Extra when it's not even required anymore - so why is that still there?! Apart from making TCL more money from people like me who don't check these things every month.


Vodafone now owns TelstraClear.

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  Reply # 734384 18-Dec-2012 15:33 Send private message

ajw: Vodafone now owns TelstraClear.


Yes, but I'm on the inHome service so there is quite a difference between what's on offer between the two companies. Being On Account with Vodafone I could go to ADSL 200GB on the Chocka plan. TCL haven't moved at all with their caps apart from helpful folks in various forums offering to do deals on a case by case basis. To me that's a bit sad really... I'm stll hoping TCL will offer something for everyone sooner rather than later.

Plus I could go to mySky, I'm told it's relatively trouble free and although I don't mind the T-Box I do have to hear complaints from the wife from time to time...



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  Reply # 734387 18-Dec-2012 15:37

 ... I'm stll hoping TCL will offer something for everyone sooner rather than later.


They're almost certain to now that I've just signed up for 12 months :)

Pete.

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  Reply # 734478 18-Dec-2012 17:25 Send private message

A wee bit OT but I remember the old days (probably 7 or 8 years ago now) when Vodafone used to include an analysis of your usage every few months on your bill with a recommended plan.

I guess there is no incentive to do that now..


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  Reply # 734479 18-Dec-2012 17:31 Send private message

lurker: But I too noticed that I pay $5 for Saturn Extra when it's not even required anymore - so why is that still there?! 


That isn't good at all You would expect that they would have picked that up.

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  Reply # 735061 19-Dec-2012 16:55 Send private message

Apparently the Saturn Extra changes happened in September - I've been credited 3 months. Here's hoping they'll sort this out for everyone affected.

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  Reply # 735227 19-Dec-2012 23:24 Send private message

A mate of mine was actually contacted by TC, and they upgraded his broadband from 40GB -> 60GB, and his T-Box to Sky (from Freeview).
The new package worked out to about $20 cheaper than what he had before.

He was so surprised he gave me a call to thank me. I told him I had nothing to do with it (well, not directly anyway). He had contacted TC a few weeks ago prodding for a better deal after I suggested he do so, following the saga with the HomePlan-only deals that were annoying many of us InHome subscribers. He's been with TC for a looong time (back to the Saturn days).
At the time he got nowhere - he did talk to the retentions team (although didn't go as far as contacting Gary).

However, I suspect his name may have been "noted", thus the return call a few weeks later.

As Mauricio mentioned, you really have to be proactive with this type of thing.

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Reply # 735313 20-Dec-2012 10:02 Send private message

I also pay for extra and SoHo and a 20GB plan. I think i'll drop in and see if I can get an upgrade to 60GB for cheap too then. I need it with all the Steam and indie game bundles I purcased recently. 60+ games and can only play 6 because they are mostly 5-7GB downloads. Thanks for the heads up.

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  Reply # 735323 20-Dec-2012 10:14 Send private message

mattwnz:
freitasm:
While it would be nice to get notices of new plans that could be saving me some, there is nothing in our agreement saying they have to.

In other words, you have to check constantly for changes that benefit you.


It depends on the provider and industry. What seems to happen with telcos, is that they are constantly bringing in new plans and keeping the old ones active for older clients, but not allowing new clients to signup to the old plans. This is instead of regually upgrading existing plans. I think it is done this way so people don't then downgrade once they see they have more data, which is an instant drop in revenue for the company. Most telcos now seem to be doing this.I noticed that some of telecoms new plans are better and/or cheaper than their older ones, but you don't get that benefit unless you regually check them and switch. Prior to this, telecom actually doubled the data on existing plans, but they seem to have now moved to this new plan model.


Interesting how telcos dont switch you to a newer cheaper plan.

Also fairly funny when the "unlimited" plan with Telecom was go (Not the Go Large joke - the previous one) they tried to change me without telling me multiple times!







The force is strong with this one!

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  Reply # 735362 20-Dec-2012 10:57 Send private message

Not funny at all and there are times where you would be very unhappy if they did for instance if the previous plan suited you better then a new plan.







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