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beachmark
16 posts

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  #375289 1-Sep-2010 13:22
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@Talkiet: /N

In the letter from Telecom dated July 7 it states clearly:

If we don't hear from you by 13 August 2010, we'll automatically move you over to our Adventure Broadband plan by 8 October 2010.

Only Telecom did not stick to this letter as they moved me over already half way August. That is not correct business.

In my perception that is misleading: what is your response to this? Whose butt can I kick regarding this error?
 



cafeg
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  #375291 1-Sep-2010 13:28
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ummm, read the telecom letter in your post.

They didn't say you had until the 8th october, they said they would:
MOVE YOU BY THE 8TH OCTOBER.
If you were moved on or after the 13th august its exactly as they stated.

beachmark
16 posts

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  #375294 1-Sep-2010 13:38
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cafeg: ummm, read the telecom letter in your post.

They didn't say you had until the 8th october, they said they would:
MOVE YOU BY THE 8TH OCTOBER.
If you were moved on or after the 13th august its exactly as they stated.


Why do they mention October 8 in the first place in that case? KISS (keep it simple & stupid)



cafeg
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  #375316 1-Sep-2010 14:34
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Probably as they didn't move everyone in one big hit. They gave themselvs space to move everyone properly without hiccups which is why they said BY not ON oct 8th.
Everytime they do something wrong they are up for major fines as we have read recently.
In this forum people talk about being moved at different dates so they will still be moving people now.

I don't agree with it either, a template email to each person on the day they were moved would have been a more professional approach, but then thats their choice.

k1wi
484 posts

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  #375324 1-Sep-2010 14:55
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I agree, while there was nothing wrong - in terms of contractual obligations - with Telecom's movement of people off the plan, I think they could have done a lot better.

No doubt they gained a lot of people with this plan, but I think with the conclusion of it, they also lost a lot of customers; users upset with being called vampires & customers who were prepared to stick on in a capped environment, but got pissed off when the first information they get that they've been moved over to a capped plan is that they've used up their entire monthly usage.

The broadband map of New Zealand is becoming more competitive & it is becoming clearer that if ISPs don't treat their customers well, their customers will vote with their feet. Telecom knows this because it uses customer email addresses & 24 month contracts linked to modems etc to hook customers (they did allow BT users to leave though).

k1wi

Brandywine31
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  #378988 12-Sep-2010 13:38
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Ok so here is my situation....

As soon as I received the letter from Telecom, approx. in the beginning of August I rang Telecom to ask questions and try to get some answers etc. I explained that I really did not want to pay more for less, as no one does!! They said that if I switched to the Pro Plan which best suited my family it would cost $20 more per month and they would credit me $20 a month for 3 months if I switched then. I asked what my 2nd option was considering I was already getting the big time plan and saving that $20 a month anyway! They told me that my contract ended for the big time plan in October as they told me it was a one year contract. And at the end of the contract I would then be switched to the Pro....BUT that I would continue to be on the Big time plan until end of contract if I was not switching at that point. And my husband and I decided to take the 2nd option they gave us, by staying on the Big Time plan until the end of our contract.

Today, I was online and wondering why my internet has been slow the last week or so. I decided to call Telecom and ask. When they told me that my plan had been changed 3 weeks ago (shortly after the phone call) to the adventure plan of only 20gb per month!!!
I was so furious,.how can they change my plan after clearly telling me that I could stay on the Big time plan until our contract was up....then switch us to Pro Plan??
They tried telling me that the letter says I have to call or it automatically gets switched to Adventure plan, I said I DID CALL and told them to go find the notes or recorded conversation.

I was put on hold....information was found from my call and I asked for a Manager...

The Manager just basically said they can't put me back on the Big Time plan, but he could switch me to the Pro Plan and credit my account $60

I am just SO upset that I did exactly as they asked....TO CALL, they gave me 2 options

And they never told me of the 3rd option of, just ignoring the phone call and switching me to what they wanted, when they wanted!!!!!!!!


Not very happy Telecom!

Brandy

 

Ragnor
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  #379051 12-Sep-2010 16:39
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If you read the letter it does basically say ring us up and choose what plan you want to change too or we will change you to Adventure.

A lot of people thought they would be moved off in October, but the letter actually says from mid august by October.

Outsourced CSR's never know what they are talking about, it's not really something new.

I really think they should have notified the account holder at the point the change was made via txt or email, would have been much better customer service vs surprise we moved you weeks ago and now you're on the 20GB plan and capped. 


 
 
 

Trade NZ and US shares and funds with Sharesies (affiliate link).
robbyp
1199 posts

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  #379052 12-Sep-2010 16:43

Brandywine31: Ok so here is my situation....

As soon as I received the letter from Telecom, approx. in the beginning of August I rang Telecom to ask questions and try to get some answers etc. I explained that I really did not want to pay more for less, as no one does!! They said that if I switched to the Pro Plan which best suited my family it would cost $20 more per month and they would credit me $20 a month for 3 months if I switched then. I asked what my 2nd option was considering I was already getting the big time plan and saving that $20 a month anyway! They told me that my contract ended for the big time plan in October as they told me it was a one year contract. And at the end of the contract I would then be switched to the Pro....BUT that I would continue to be on the Big time plan until end of contract if I was not switching at that point. And my husband and I decided to take the 2nd option they gave us, by staying on the Big Time plan until the end of our contract.

Today, I was online and wondering why my internet has been slow the last week or so. I decided to call Telecom and ask. When they told me that my plan had been changed 3 weeks ago (shortly after the phone call) to the adventure plan of only 20gb per month!!!
I was so furious,.how can they change my plan after clearly telling me that I could stay on the Big time plan until our contract was up....then switch us to Pro Plan??
They tried telling me that the letter says I have to call or it automatically gets switched to Adventure plan, I said I DID CALL and told them to go find the notes or recorded conversation.

I was put on hold....information was found from my call and I asked for a Manager...

The Manager just basically said they can't put me back on the Big Time plan, but he could switch me to the Pro Plan and credit my account $60

I am just SO upset that I did exactly as they asked....TO CALL, they gave me 2 options

And they never told me of the 3rd option of, just ignoring the phone call and switching me to what they wanted, when they wanted!!!!!!!!


Not very happy Telecom!

Brandy

 


Thats why I mainly communicate with telcos and electricity provider via email, so I have everything in writing. What they tell you on the phone can be incorrect.

sam1234
10 posts

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  #379756 14-Sep-2010 17:16
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My nightmare continues
I am now using dialup
When telecom reneged on its contract with us we basically had two choices Worldnet and Slingshot I choose worldnet
Big Mistake for so many reasons mainly the as much as you can eat is so throttled it doesn't work so i thought ok will go to slingshot and on th e22 august i rang and asked to be connected No problem it is now 14th sept no broadband they have a diffrent reason for each time i ring I finally got to speak to a team leader who ket on saying "we are doing all we can" no you are not as im not connected
I finally have rang Wayne Anderson the Operations manager at sling shot and was told by reception hes a very busy man maybe you should email him
I told her I was a very busy man and get him to call me 2 messages left so far no call back
I thought ok Telecom you win i will go back bend over and take it like a man Telecom girl said yes that sok but it will be a 12 month contract I asked was that one of ther contracts that they break no she said that was a plan
So i dont know Ive been told that telecom has now accepted the connection by slingshot and they will have a man out to connect you as soon as poosible EEERRRRRR?? i already have  abroad band connection ...Oh well you should be up and running soon They really have no idea what they are doing

tdgeek
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  #380342 15-Sep-2010 21:51
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sam1234

While I dont have all the facts on your situation, from what you have said, you are proabably right that Telecom doesnt know, as your issue is primarily the issue between Worldnet and Slingshot. We at Telecom cannot see your DSL service with other providers even if your landline is with us.

If your DSL was with Slingshot and up and running, Telecom can arrange the change, but it does appear that the change from Worldnet to Slingshot is still going on, given that you are still waiting for Slingshots service to be operating.

Damager
2125 posts

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  #381867 19-Sep-2010 13:44
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Just wondering, anyone with a Rapid Share premium account get a max of 400kB/s download speed? Just changed over from Snap where I could average 1500 kB/s. I'm guessing this is part of Telecom's traffic shaping. No biggie, but want to check that I'm not the only one experiencing the same speeds.

Are there timeframes where optimal download speed is attained eg 2am to 9am?




- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
- AT&T Galaxy S Captivate 16GB on XT (now with brother)
- Samsung Galaxy S2 on XT- Runs ICS 4.0.3 Resurrection Remix 9.2
- Business Hours - Work In The Electricity Industry, After Hours - DJ/Turntablist - Will Scratch Vinyl For Free'
- What's next??? S3?

Talkiet
4793 posts

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  #381932 19-Sep-2010 17:37
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Damager: Just wondering, anyone with a Rapid Share premium account get a max of 400kB/s download speed? Just changed over from Snap where I could average 1500 kB/s. I'm guessing this is part of Telecom's traffic shaping. No biggie, but want to check that I'm not the only one experiencing the same speeds.

Are there timeframes where optimal download speed is attained eg 2am to 9am?


What Telecom plan are you on?

If the answer is anything but Bigtime, (which may still have some customers on it that haven't been migrated yet - not sure), then the answer is no, it's not part of Telecom's shaping.

The reason for this is that Telecom doesn't shape any of the other plans.

Cheers - N




Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.


Damager
2125 posts

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  #381978 19-Sep-2010 19:12
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Talkiet:
Damager: Just wondering, anyone with a Rapid Share premium account get a max of 400kB/s download speed? Just changed over from Snap where I could average 1500 kB/s. I'm guessing this is part of Telecom's traffic shaping. No biggie, but want to check that I'm not the only one experiencing the same speeds.

Are there timeframes where optimal download speed is attained eg 2am to 9am?


What Telecom plan are you on?

If the answer is anything but Bigtime, (which may still have some customers on it that haven't been migrated yet - not sure), then the answer is no, it's not part of Telecom's shaping.

The reason for this is that Telecom doesn't shape any of the other plans.

Cheers - N


Thanks Talkiet. I'm on Pro Broadband and I think the issue is at Rapidshare's end. I tried a few other methods eg Http and other servers and found I could get 1500 kB/s, so it appears RapidShare's servers are now speed limiting or similar. 




- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
- AT&T Galaxy S Captivate 16GB on XT (now with brother)
- Samsung Galaxy S2 on XT- Runs ICS 4.0.3 Resurrection Remix 9.2
- Business Hours - Work In The Electricity Industry, After Hours - DJ/Turntablist - Will Scratch Vinyl For Free'
- What's next??? S3?

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