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141 posts

Master Geek
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Topic # 110920 19-Oct-2012 11:14 Send private message

My parents recently sold their house and moved to Auckland.

I am an authority on their account and had a conversation prior to the move about putting their account on hold and and retaining their plan (an old plan no longer offered).

It was confirmed to me that they could do so, but would continue to pay monthly account costs. This was not a problem.

After the sale of the house was finalised we called Xnet to ask them to put our account on hold.

Now having bought a new house and attempting to reconnect to Xnet, Xnet have said that we cancelled our account and we cannot have our old plan as discussed.

I am talking to Bridget from sales who has "tried" to find the call recordings of our discussions with Xnet, apparently the important recordings "cannot be found".

I have tried to escalate this to a manager but am told he/she is away for 3 weeks. Am awaiting a call back from a team leader.

We made our intentions clear at the beginning and our stance is our instructions were not properly carried out.

Thank you for reading our vent.




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170 posts

Master Geek
+1 received by user: 7


  Reply # 703769 19-Oct-2012 20:47 Send private message

I am surprised that they would let you put the account on hold, when moving address. This is classed a new connection surly, maybe if you were connected to their LLU gear but you may find wholesale don't offer WxC the plan you were on as it may have been grandfathered.



141 posts

Master Geek
+1 received by user: 5


  Reply # 724437 28-Nov-2012 23:07 Send private message

johny99: I am surprised that they would let you put the account on hold, when moving address. This is classed a new connection surly, maybe if you were connected to their LLU gear but you may find wholesale don't offer WxC the plan you were on as it may have been grandfathered.


Only just saw this reply. Just for completeness, maybe "hold" is not the best word.

According to Xnet you can retain your old grandfathered plan if you continue to pay your monthly account fee.


7244 posts

Uber Geek
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  Reply # 724439 28-Nov-2012 23:23 Send private message

Hatch:
johny99: I am surprised that they would let you put the account on hold, when moving address. This is classed a new connection surly, maybe if you were connected to their LLU gear but you may find wholesale don't offer WxC the plan you were on as it may have been grandfathered.


Only just saw this reply. Just for completeness, maybe "hold" is not the best word.

According to Xnet you can retain your old grandfathered plan if you continue to pay your monthly account fee.



If you continued to pay, wasn't the account always active. So essentially all you are doing is moving it to another location? I wouldn't have thought there would be any problem wit this, especially if you can show you were continuing to pay. Surely it is just a billing issue. Sounds odd that a manager would be away for so long just prior to xmas, and they don't have an acting manager to solve it for you. I think if they have lost the recordings, they have to take your word for it surely?

Hawkes Bay
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  Reply # 724466 29-Nov-2012 07:54 Send private message

So have the payments been made every month as arranged?

What did each monthly invoice say?

If you have a payment history for those months and invoices to match, then it's looking pretty simple.




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170 posts

Master Geek
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  Reply # 724504 29-Nov-2012 08:56 Send private message

The fact that you moved address and considering the plan was grandfathered, Telecom wholesale wouldnt allow Xnet reinstate the old plan, xnet would need to supply you a current non grandfathered plan at the new address.

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