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Forums › Spark New Zealand (including Skinny and BigPipe) › Disconnecting from Telecom, proving to be a hard task. Some help please :-)
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242 posts

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#136297 22-Nov-2013 10:25
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So I rang the Telecom customer service and was wanting to disconnect my services, as I have changed ISP and phone service. They asked if I wanted to log it through their web form which I opted for, they told me all was fine and that our services would be cut off on the 8th(they are still going). I have tried to follow up through the Telecom customer service ticket system but keep just getting told that it has been done by multiple different representatives.

Now I have received a bill for services from the 20/11/2013 - 19/12/2013, are their any Telecom reps that can help me here please?

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Yyrael
222 posts

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  #940466 25-Nov-2013 16:50
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theEd:
Ragnor:
sbiddle: If you are changing service provider you should not contact your original provider. Your new provider does all the work. 


Plenty of people have been burned by the supposed automatic system, what if it's not a straight forward move (eg: LLU etc) or there is a contract term or period of notice involved or the old ISP doesn't actually do anything with the winback notice and prefers to cynically keep billing you until you actually close your account.

You should always contact the old provider but usually only AFTER everything is moved and working on the new ISP. This is to 100% ensure the account it closed and any contract terms are met.



A million times this. I've been burned by this three times. Orcon and TelstraClear both claimed to have not received the churn notification (luckily in both cases Snap gave me screenshots to prove it), while Slingshot told me they actively ignore the churn notification as it's in their T&Cs that cancellation has to come from the customer.


This wasn't the case this time, Telecom does not require direct notice of churn from the customer (although we do prefer a chance to talk to you about it ). System restrictions meant we could not process the churn until Chorus completed Snaps order which we've just forced from our side since Snap weren't able to do anything. This problem is now resolved and I've made sure the disconnection has processed.

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