I am in the military and am therefore moving around quite often, usually at short notice but have been in Wellington for the last 5 years (with the exception of a year overseas in 2009) and during that time have been a 'high value' telstra customer (premium TV package and the 100GB cable internet plan). I don't have a home phone as telstra does not provide PSTN to my address, just cable.
When I came back from overseas at the start of 2010 and was considering MkSkyHDi, I was assured that T-box was just around the corner and persuaded to wait. I patiently waited for 12months and had it installed a few months ago. As I move around a lot I was not willing to pay the 'buy now' price and instead got the pay per month option. I was advised of a 12 month contract but wasn't too concerned about this as intended to keep the service if I remained in Wellington and any other posting would be to a non "inhome" location and as TV could not be provided I assumed that there would be no disconnection fee.
I have just been posted to Auckland at short notice and have had to disconnect. Wanting to keep a link to telstra (and my e-mail account) I asked to move to the 'cheapest possible' paradise plan and terminate all other services as they could not provide TV in Auckland, the non-cable internet offering in Auckland did not suit my needs, and I had no phone account to transfer.
Imagine my disgust today when the disconnections people rang me and stated that they would 'reserve' my e-mail account for $120 per year but that I was also faced with a $150 disconnection fee unless I signed up to Telstra internet/phone services in Auckland.
I politely explained that I did not have a phone now and did not intend getting one in Auckland plus I would be getting MySkyHDi (due to no T-box service) and therefore wanted a naked ADSL ISP that could give me unmetered access to isky (telstra does not provide either of these things).
"Too bad" was the response. Either you sign up for 12 months worth of services you don't want/don't use (and in the case of the phone - never had!) or you get whacked $150 for cancelling a TV plan that they can not provide in my new location.
Hmmm - to add insult to injury of course, if Telstra had delivered the T-box when they had promised it (over 12 months ago) then I would be off contract by now and there would be no disconnection fee at all.
I have generally supported Telstra but they have now lost a (previously) loyal customer.........