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658 posts

Ultimate Geek
+1 received by user: 28


Topic # 146580 22-May-2014 12:28
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Can anyone clarify exactly how the (new) rollover minutes will work please?

From here referring to a failed $16 or $30 combo auto-renew:
"Rollover minutes will expire at the expiry date and time of your lapsed or cancelled $16 or $30 Combo."

...which is fine, then we have...

"All accumulated Rollover minutes will be frozen but available for 12 months from the date of purchase should you re-activate a $16 or $30 Rollover Combo."

So, do the unused rollover minutes expire, or are they frozen?

TIA.

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503 posts

Ultimate Geek
+1 received by user: 126

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Skinny

  Reply # 1051017 22-May-2014 12:51
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When you are on the $16 or $30 Combo you get Rollover Minutes.

These have an expiry date of 12 months, but your Combo has to be active to be able to use them.

Say you buy a Combo on 1st of the month and then cancel it on the 10th.  You will still be able to use your minutes up until the 30th of the month which is the actual expiry date of the Combo - cancelling really just stops it from renewing (from 4th June for the $16 Combo as explained in the terms) but then any remaining Rollover minutes will be frozen as you are no longer on the Combo. 

So if you still had 100 Rollover minutes left then they will exist in the background for 12 months from the date you purchased them.  If within that 12 months you re-purchase the Combo then the 100 minutes will reappear and still be available until the end of the original 12 month period.

Some companies talk about a grace period which is usually something like 2 weeks that ensures that if you accidentally fail to renew your Combo then you don't lose all your Rollover minutes.  We've just made that grace period the full 12 months.

153 posts

Master Geek
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  Reply # 1056144 29-May-2014 18:34
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Shame you didn't have this when it happened to me in late February. I simply forgot to load a voucher and it rolled over, I topped up within minutes and only managed to get 50% of my rollover minutes when I contacted Skinny Support.

 
 
 
 


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Uber Geek
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  Reply # 1056775 30-May-2014 19:14
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ok so just to confirm when a combo fails to renew, the rollover minutes are suspended but fully available once you renew the combo?

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Ultimate Geek
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Skinny

  Reply # 1056855 30-May-2014 20:47
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joker97: ok so just to confirm when a combo fails to renew, the rollover minutes are suspended but fully available once you renew the combo?


For the $30 combo yes and for the $16 combo yes after the changes on 4th June. They expire after 12 months.

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