Telecom usage meter inacurate?

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3 posts

Wannabe Geek

#504210 10-Aug-2011 09:53

I received a letter from Telecom last week saying I would be credited nearly $200. The amount offered looks about right. I had been monitoring my usage since the change over from the old uncapped plan and lodged a complaint a few months ago regarding the discrepancy between my usage data and the 30-40% higher Telecom figure. Telecom deserve acknowledgement for dealing with the issue but it did take persistent efforts by one or two valiant battlers + press exposure for them to admit there was a problem....

Kiwi1971

696 posts

Ultimate Geek

#505310 12-Aug-2011 07:55

My monthly plan rolled over last night an I notice I have 60GB to use this month instead of the normal 40GB. I assume this is another sweetener but it wasn't mentioned in the letter.

DLS

scuwp

3885 posts

Uber Geek

#505317 12-Aug-2011 08:18

Kiwi1971: My monthly plan rolled over last night an I notice I have 60GB to use this month instead of the normal 40GB. I assume this is another sweetener but it wasn't mentioned in the letter.

DLS

Telecom have increased data caps across all 'home' plans. This has been advertised for about the last month, and has been mentioned on GZ previously. We received a separate letter outlining the increase. Nothing to do with the meter issue AFAIK.

Lazy is such an ugly word, I prefer to call it selective participation

tdgeek

29749 posts

Uber Geek

Trusted

Lifetime subscriber

#505318 12-Aug-2011 08:23

Its all Residential plans , not just the "Home " plans

Kiwi1971

696 posts

Ultimate Geek

#505325 12-Aug-2011 08:36

scuwp:
Kiwi1971: My monthly plan rolled over last night an I notice I have 60GB to use this month instead of the normal 40GB. I assume this is another sweetener but it wasn't mentioned in the letter.

DLS

Telecom have increased data caps across all 'home' plans. This has been advertised for about the last month, and has been mentioned on GZ previously. We received a separate letter outlining the increase. Nothing to do with the meter issue AFAIK.

Thanks, I literally missed any mention of this increase and never received a letter.
I will go have a look now.

DLS

stuker

8 posts

Wannabe Geek

#505362 12-Aug-2011 10:17

Even if you do not receive a letter you may be eligible for compensation.

Our Broadband connection was slowed in December 2010 and as a result we upgraded plans. At the time we could not understand how our usage had increased but challenge to Telecom was rejected.

NOw in August, on hearing about the compensation offered we contacted Telecom via on-line support. The e-mail response was that we were not eligible as we had been unaffected and no letter would be received.

We then contacted the phone Broadband Helpdesk:
The gentleman on the Helpdesk was very polite and efficient but did not have the basic information that would be expected:

He was initially unaware of the “metering error” issue,
He was subsequently able to locate a list of those who’d received letters on the issue but was unaware of the website instruction on the page http://www.telecom.co.nz/usagemetererror to call the helpdesk if you've not received a letter but believe you were affacted
Checking again he stated that his system was telling him that we had been on the same plan for over a year. This is not the case as evidenced in our bill dated January 2011 showing a switchover from explorer to adventure was made on in December 2010.
He then followed up with accounts who confirmed a change in plan had been made as we had explained.
We were then given the full compenation package.

So in summary:

If you do not receive a letter do not assume you are not eligible
Do not bother with online enquiries
Give the Helpline a call wiith your account statements and usage meter info to hand

We hope this experience is of help to others.
KInd Regards
Stuker

jbard

1377 posts

Uber Geek

#505377 12-Aug-2011 10:39

So after reading the details here: http://www.telecom.co.nz/usagemetererror
it seems customers who monitored their usage and managed not to exceed their cap will not be compensated although they were affected just as much as most people who exceeded their cap.

This is utter rubbish from Telecom and I will be changing ISP and laying a formal complaint.
For months i sent through my own usage recordings that showed a 10-30% increase in data through to Telecom and when they finally do find the fault i get nothing from them after recieving less broadband than i was paying for.

If you do the math it goes something like this:

7 months with error at and everage of 22.5% over charging (my calculations from my data) on my 40GB plan = around 7GB a month i paid for but did not recieve.

Over 7 months thats almost 50GB of data that i wasn't able to use.

At the very least i think a month of my 40GB plan free would be sutible, or if you go by Telecom pricing the compensation should be $100 as they charge $2 per GB.

Just because i was not slowed down or charged extra does not mean i was not affected!

What do other Geekzoners think?

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#505387 12-Aug-2011 10:59

@JBard:

I think that you'll find that Telecom has said that if you believe you were impacted, call us and we'll look into it in a case by case basis. They have not ruled out compensating those customers.

My views are my own, and may not necessarily represent those of my employer.

kiwigeek1

637 posts

Ultimate Geek
Inactive user

#505395 12-Aug-2011 11:15

I just checked the meter and we were meant to be on adventure 20gb and now says home plan lite - explorer.. what the F.. thats only 10gb yet the meter on stats does say 20b.. confusing
screwy

the plan started as unlimited then downgraded to adventure 20gb with line slow down and now this

jbard

1377 posts

Uber Geek

#505398 12-Aug-2011 11:20

cbrpilot: @JBard:

I think that you'll find that Telecom has said that if you believe you were impacted, call us and we'll look into it in a case by case basis. They have not ruled out compensating those customers.

I have tried calling and got the same problem as the person above - level 1 suppport didn't know their was any such problem until i directed them to the page and i have now been promised to get a callback for the 5th time and i have given up.

It seems to me that the majority of people would have been monitoring their usage and would not have exceeded their cap so it is unrealistic to review these cases on a case by case basis.

Either my case is not going to anyone or it is going to someone who is so swamped with cases they can't cope. Either way it is not acceptable.

I don't understand why Telecom could not have used some simple math like mine above and compensated everyone fairly without all this hassle.

Or i am sure most people who weren't charged extra would be happy with a month free broadband.

This would have made it so much more simple for everyone.

NonprayingMantis

6434 posts

Uber Geek

#505413 12-Aug-2011 11:46

kiwigeek1: I just checked the meter and we were meant to be on adventure 20gb and now says home plan lite - explorer.. what the F.. thats only 10gb yet the meter on stats does say 20b.. confusing
screwy

the plan started as unlimited then downgraded to adventure 20gb with line slow down and now this

assuming you are on a total home package, explorer is 20GB now (it changed 1st august) and $10 cheaper than adventure (which is now 40GB)

kiwigeek1

637 posts

Ultimate Geek
Inactive user

#505420 12-Aug-2011 11:54

OK but I checked the plans list it still says 10gb .. i guess really it should be 60gb or its it 80gb plan now if the page is wrong.. as we have everything with them and paying $105 for phone and net .. its not like isp to reduce costs but match new plan with old plan

as long as no extra gb costs and still slow down

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#505449 12-Aug-2011 12:23

jbard:
cbrpilot: @JBard:

?

I think that you'll find that Telecom has said that if you believe you were impacted, call us and we'll look into it in a case by case basis. ?They have not ruled out compensating those customers.

I have tried calling and got the same problem as the person above - level 1 suppport didn't know their was any such problem until i directed them to the page and i have now been promised to get a callback for the 5th time and i have given up.

It seems to me that the majority of people would have been monitoring their usage and would not have exceeded their cap so it is unrealistic to review these cases on a case by case basis.

Either my case is not going to anyone or it is going to someone who is so swamped with cases they can't cope. Either way it is not acceptable.

I don't understand why Telecom could not have used some simple math like mine above and compensated everyone fairly without all this hassle.

Or i am sure most people who weren't charged extra would be happy with a month free broadband.

This would have made it so much more simple for everyone.

My views are my own, and may not necessarily represent those of my employer.

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#505453 12-Aug-2011 12:29

Ok, these forums don't like opera. It would seem that I can't edit my post, and it completely disregarded all that I wrote.
Nevermind.

My views are my own, and may not necessarily represent those of my employer.

Cymro

283 posts

Ultimate Geek

#505548 12-Aug-2011 14:23

kiwigeek1: OK but I checked the plans list it still says 10gb .. i guess really it should be 60gb or its it 80gb plan now if the page is wrong.. as we have everything with them and paying $105 for phone and net .. its not like isp to reduce costs but match new plan with old plan

as long as no extra gb costs and still slow down

Explorer as a stand-alone Plan is still 10GB
Explorer as an option on Total Home plans is now 20GB

Edit: Forum didn't like the table

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