Telecom changed my plan and now charging for extra usage?

Forums › Spark New Zealand › Telecom changed my plan and now charging for extra usage?

kendo

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Topic # 112820 22-Dec-2012 09:06

Just saw this on an email I got

"Your line number is: xxxxxxxxx
Your current Broadband plan is: TH Lite - 80GB AD
The amount of data included in your current plan is: 80GB

Please remember that any data you have used after your included data
amount, until your next monthly allowance starts, is charged to your
account."

wth? Ive always had a plan that reduced my speed once I hit the cap, now Im suddenly going to get charged for going over?
Has this happened to anyone else?

freitasm

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Reply # 736231 22-Dec-2012 09:09

Anyone else living in the house who might have thought "wow 80GB is a plan, bettern than what we have now" and called in to change? Kids?

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kendo

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Reply # 736232 22-Dec-2012 09:10

No, nobody else can change it, also it was the 20gb plan (no extra charge). Then telecom doubled it twice, so it became 80gb. The over usage hadnt changed till now.

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freitasm

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Reply # 736233 22-Dec-2012 09:10

Call Telecom help desk and discuss with them to see how and why was changed.

Keep us posted...

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johnr

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Reply # 736237 22-Dec-2012 09:30

Must be notes on the account who requested the change or why it changed?

kendo

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Reply # 737781 27-Dec-2012 18:32

Its hard to get through to them. Turns out they made this change in October and I hadnt even realized it. Although they claimed I was being charged for extra for the last 5 months...haha.

I asked them to change back to reducing my speed, we'll see what they say.

mattwnz

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Reply # 737782 27-Dec-2012 18:37

I thought by default, they slowed down the speed. If you want to keep the same speed and be charged for the overage, you had to contact them. Therefore if they have changed it, you should ask them for who authorized that change in their records. I think they should also have a voice recording if it was done on the phone. If they have changed it without authorization, then it could be a fault with their system?

nickb800

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Reply # 737786 27-Dec-2012 18:45

I think with their new plans (Total Home - BB & phone rolled into one bill line item) you can now choose between paying overage ($1 per gig?) or dial up speed (as it always used to be)

surfisup1000

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Reply # 737804 27-Dec-2012 19:53

Happened to me.

Upgraded my ADSL interleaved - off service to the new speed cap plan.

Got an automated email saying I was on the overage plan. They also turned interleaving on again.

Phoned telecom, they said the email wording was wrong and I was definitely on the speed capped plan. I asked them to change the wording of the email and they said they would investigate. Asked to turn interleaving off.

First bill, I was charged overage for going over cap. Couldn't believe it as telecom had investigated and ensured me it wouldn't happen.

Phoned telecom, they refunded the overage amount, and put me onto the speed cap plan (once again, they turned interleaving on again).

Phoned telecom to request interleaving off again.

Next bill, was overcharged again -- because i'd gone over cap already the last time I called.

Phoned telecom, the CSR gave me another credit. But, she did not reduce the pending credit card payment. I felt like a trainer, teaching her how to work their system.

Anyway, all is good now. But, what a process.

mattwnz

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Reply # 737809 27-Dec-2012 20:13

nickb800: I think with their new plans (Total Home - BB & phone rolled into one bill line item) you can now choose between paying overage ($1 per gig?) or dial up speed (as it always used to be)

You can choose, and it has been like that for quite some time, well before their newest plans. But by default, I believe that people get speed restricted by default, to prevent bill shock.

nickb800

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Reply # 737813 27-Dec-2012 20:24

mattwnz:
nickb800: I think with their new plans (Total Home - BB & phone rolled into one bill line item) you can now choose between paying overage ($1 per gig?) or dial up speed (as it always used to be)

You can choose, and it has been like that for quite some time, well before their newest plans. But by default, I believe that people get speed restricted by default, to prevent bill shock.

I should have been more clear, but by 'new' I meant all total home plans, not just the latest iteration of them. Iirc the forerunners (seperate BB + phone line items) to total home didn't have the option.

plambrechtsen

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Reply # 738038 28-Dec-2012 14:04

nickb800:
mattwnz:
nickb800: I think with their new plans (Total Home - BB & phone rolled into one bill line item) you can now choose between paying overage ($1 per gig?) or dial up speed (as it always used to be)

You can choose, and it has been like that for quite some time, well before their newest plans. But by default, I believe that people get speed restricted by default, to prevent bill shock.

I should have been more clear, but by 'new' I meant all total home plans, not just the latest iteration of them. Iirc the forerunners (seperate BB + phone line items) to total home didn't have the option.

I'm pretty sure customers have been able to choose between overage or dialup speed when they hit their cap for at least the last 5 years... could be wrong but pretty sure it's been like that pretty much since broadband has been offered.

joff_nz

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Reply # 738047 28-Dec-2012 14:30

Only a few plans used to offer the options, 5,10,20gb were capped while the largest Pro 40gb (lol) was overage only,

however it has been quite some time that you have been able to pick either options on nearly every plan

kendo

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Reply # 739366 2-Jan-2013 13:07

They're changing it back and credited the charges for last months overage