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Topic # 196177 22-May-2016 00:26
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On Friday afternoon, a MyRepublic salesperson came to my house. The fibre deal on offer sounded nice ($200 credit), and the monthly cost was lower than my current 2degrees monthly fibre cost. I figured it might be worth a shot if the $200 would cover my 2degrees break fee.

 

The salesperson said I'd have 5 days to cancel if desired. This was important to me because I did not want anything to be actioned if I decided to not go ahead. Still, I was keen at the time to go for the deal, so I gave him my name, drivers license number, and typed a password into his tablet.

 

After the salesperson left, I rang 2degrees and discovered my break fee would be $300. Also searched around and looked at other ISPs' offerings (it had been a few months since I looked). I decided I wasn't really that keen on this offer anymore.

 

So, I rang MyRepublic and asked to cancel. A representative called me back and said they'd put in a ticket to cancel the account, no time estimate though.

 

 

 

Saturday morning, I received a txt from MyRepublic asking for my direct debit details. So I emailed support asking to confirm if my account is being cancelled or not (as receiving a txt asking for bank details doesn't really instill confidence in me that this is being actioned).

 

Saturday afternoon, I received a txt from MyRepublic saying my order with Chorus to transfer my fibre is scheduled for 27 May. And it's just like, wow, I did not ask for any of this so quickly. I was under the impression from the salesperson that I would have a 5-day cooldown period before any of this would happen.

 

The Commerce Commision has a handy door-to-door and telemarketing sales page with a PDF fact sheet that lays out the 5-day thing from the Fair Trading Act quite well.

 

So I rang MyRepublic, spoke to a representative about this, and he said, "Yeah, we don't actually follow that." He was confident that a cease order would have been sent to 2degrees already. I then rang 2degrees to see if they had received any notice, but nothing yet.

 

I then rang MyRepublic again to try and confirm to cancel, but got hold of someone else who took my details and said they'd call me back to cancel. And now I'm waiting.

 

 

 

Looking at MyRepublic's Sales & Marketing Code of Practice, this paragraph (emphasis mine):

 

If you signed up through our door-to-door team, you will have the right to cancel at any time during a 5-day cooling off period. In the event of cancellation during the cooling-off period, your agreement is treated as if it had not been made. Please be aware that you will lose your right to cancel during the cooling-off period once we have commenced activation of the services or you use the services, whichever is the earlier. Any Equipment provided to you free of charge, you will be required to be returned to us (unused and in the same condition as when it was provided to you) within 5 days.

 

I'm aware that the 5 days is not up yet, but receiving the txt saying the fibre transfer has been scheduled, makes me feel like this is not going to be cancelled in time. I asked to cancel before any activation took place.

 

If I hadn't asked to cancel before receiving today's txts, would MyRepublic be trying to dodge the Fair Trading Act's 5-day cooldown period? Switching ISPs through Chorus is a unique service, since you can only have one ISP providing you service, and actioning this before the 5-day period is up is not on.

 

 

 

I hope MyRepublic can cancel this quickly. It feels like MyRepublic is jumping the gun way too fast.





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Meow
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  Reply # 1557079 22-May-2016 00:45
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I'm just going to say this again - look at the Truenet page (here) before you buy and you'll note the following:

 

1) MyRepublic buy more bandwidth per user than any other ISP? False:

 

 

2) No slowdowns? No speed issues of any kind? I'm pretty sure TrueNet / other users around here have disproved that...

 

 

I am honestly seeing more and more things said about MyRepublic, they're not the fibre experts - they're the marketing experts. I've had first hand experience from a friend of their poor service / speeds so am speaking from experience also. I really hope that MyRepublic sort their stuff out with you since it seems you're in a bit of a pickle but as the rule now goes "friends never let friends sign up to MyRepublic".





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  Reply # 1557095 22-May-2016 05:50
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Do you have any record of your calls to them to cancel it? IMO so long as you did that in 5 days you should have no worries getting out of these con artists contract.





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  Reply # 1557101 22-May-2016 08:00
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On the other hand, if they'd waited 5 days you'd have complained they were slow. Inacting immediately in an automated system is good customer service. Not cancelling when requested, however, is not good.

 

However you did sign up for this, you authorised the break from 2 degrees, so even if they put it back to 2degrees you're still likely to be liable for break and reconnection fees that are on you, not My Republic.





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  Reply # 1557103 22-May-2016 08:13
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as per the door to door sales act they MUST adhere to the 5 working day cool down period. They can not contract out of this!

 

If the customer cancels within the 5 day period then it's just tough





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  Reply # 1557117 22-May-2016 08:40
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Hi ChrisNZL,

 

You're absolutely correct! There is a 5 day cooling down period and your cancellation should have been processed as and when you requested. I apologise for the misinformation you received. If you message me your account details then I'll ensure that this gets completed for you as requested.

 

 

 

 


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  Reply # 1557119 22-May-2016 08:52
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You probably need to get your current ISP involved to assist you in rectifying the situation especially if you dont want to pay the disconnection fee. If you have requested MR to cancel then they need to cancel the order, they can still do this. Amd if 2D are notified of a disconnection they can contact their supplier and say that the customer does not want to disconnect.

 

It appears MR don't really care that you have called them and asked them to cancel despite the fact there is a law around door to door sales, after some terrible situations with companies like HRV, VIVNT and the way they manipulated people etc. 

 

People do this sort of advertising/offers because their advertising doesn't reach certain people. I know a LOT of advertising doesnt reach me because i mainly block ad's, i don't watch much tv, and i dont read the newspaper or use my mobile so they resort to these other forms. Because of this sometimes I miss out on offers, but I don't particularly like ad's so i don't mind.

 

 






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  Reply # 1557132 22-May-2016 09:29
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The whole 5 day cooling off period for door to door sales really creates a nightmare in the ISP world. If somebody enters into a contract to move ISP's then churn can theoretically can be done within 24 hours.


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  Reply # 1557137 22-May-2016 09:47
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sbiddle:

 

The whole 5 day cooling off period for door to door sales really creates a nightmare in the ISP world. If somebody enters into a contract to move ISP's then churn can theoretically can be done within 24 hours.

 

 

Surely systems can be built to honour a 5-day cooling off period? you just don't process the order until day 6 of the sale.

 

 

 

Oh wait, it's still all manual systems, meaning humans desperate for sales commission, etc....





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  Reply # 1557155 22-May-2016 10:04
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The linked ComCom page specifically says "Any services the supplier provides you within the five day cancellation period are done at their own risk – you still have the right to cancel and pay nothing" so MR certainly can't contract out of it as listed in its code of practice!

 

 


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  Reply # 1557164 22-May-2016 10:14
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the power companies can do it , they just wait 5 days before they start the process of switching your account, so if you do cancel within 5 days nothing has been started so it's easy.





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  Reply # 1557166 22-May-2016 10:17
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It's not like the person has no internet when they are arranging a switch from another provider, Serves the taking ISP right if they start the process early and have to bail out when the customer decides they do not want it.

 

Particularly when it is based on the misrepresentation of their performance in their promotional and advertising materials about having high performance and the best speeds because they buy the most.

 

Its not like you will tell the door to door guy to just hold on there while I google your service to see if it is actually any good.





Richard rich.ms



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  Reply # 1557329 22-May-2016 15:22
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Thanks all for your comments.

 

I received a call and a private message from MyRepublic today, confirming that both the fibre transfer with Chorus has been cancelled, and my account with MyRepublic has been cancelled. Can't even log in anymore so that's a good sign.

 

Rang 2degrees again; they've said no order to cancel has come through.

 

MyRepublic has apologised for the miscommunication.

 

Going forward, I hope MyRepublic (and other ISPs) do not rush into future door-to-door sales transfers until the 5-day grace period is up. I hope MyRepublic revises the wording of their 5-day handling because it really does sound like they're trying to contract out of it, and new door sign-ups unaware of the Fair Trading Act might be none-the-wiser.

 

Honestly, if I had never received the txt saying a fibre transfer date was scheduled, I would not have fretted, would have been happy to wait a day or two for the cancellation to be actioned.

 

But when I asked, "Please cancel", and MyRepublic replied with, "We've set your transfer date", panic mode set. But all sorted now it seems. Thanks.





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  Reply # 1559239 25-May-2016 11:05
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I agree with others that the simple solution would be for MyRepublic to simply not process the order until the 5 days are up. If they do want to process the order before, they need to deal with any problems this creates more effectively. I actually have a similar experience. Signed up on Saturday for a new fibre connection and was told about the 5 days cancellation. So I was surprised to get a call from Chorus on Monday arranging a date for scoping etc. The scoping is after the 5 days, so should still be fine and if I decide to go ahead, that's actually preferable but still a surprise.

 

 

 

Last year getting VDSL with Spark who IIRC offered 14 days instead of the mandated 5, the rep made it clear that nothing would happen until the period was up and as far as I saw, this was indeed the case.


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