Why would exisiting Telecom broadband customer get charged $99 for upgrade?

Forums › Spark New Zealand (including Skinny and BigPipe) › Why would exisiting Telecom broadband customer get charged $99 for upgrade?

jbai041

3 posts

Wannabe Geek

#133851 5-Nov-2013 11:26

*Free modem and standard installation on a 12 month contract offer available to new to Telecom broadband customers only. A $99 installation fee applies for existing Telecom ADSL broadband customers who upgrade to Ultra VDSL.

I am happy to upgrade to the Telecom VDSL and pay $10 dollars per month to enjoy the high speed. However I am not willing to pay $99 for the installation.

Do you think Telecom should give free installation to exsiting customers too?

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20147 posts

Uber Geek

#927524 5-Nov-2013 11:32

Tell them you'll switch to another provider, can you get the same deal elsewhere without paying any fee?

Yyrael

222 posts

Master Geek

Trusted

#927527 5-Nov-2013 11:39

jbai041: *Free modem and standard installation on a 12 month contract offer available to new to Telecom broadband customers only. A $99 installation fee applies for existing Telecom ADSL broadband customers who upgrade to Ultra VDSL.

I am happy to upgrade to the Telecom VDSL and pay $10 dollars per month to enjoy the high speed. However I am not willing to pay $99 for the installation.

Do you think Telecom should give free installation to exsiting customers too?

Given that for the $99 you are getting a splitter installed (usually $199), a VDSL modem (retail $129) and new wiring from the ETP to a jack point of your choosing I think it's a pretty good deal. I had to pay it and was happy to given the value from it

johnr

19282 posts

Uber Geek
Inactive user

#927530 5-Nov-2013 11:42

Nothing wrong with this deal and you get a master VDSL filter installed at the same time, People need to change the way they think that everything should be free, Installs like this cost carriers $$$ as the installer needs to be paid

No Red or Blue vans turn up to do these installs

vexxxboy

4244 posts

Uber Geek

#927531 5-Nov-2013 11:47

i dont think he was complaining of the cost, just that as a current customer he had to pay while new customers get it free. I think if is free for one then it should be free to all, good customer relations.

Common sense is not as common as you think.

johnr

19282 posts

Uber Geek
Inactive user

#927532 5-Nov-2013 11:49

vexxxboy: i dont think he was complaining of the cost, just that as a current customer he had to pay while new customers get it free. I think if is free for one then it should be free to all, good customer relations.

" However I am not willing to pay $99 for the installation "

Pulinski

131 posts

Master Geek

#927533 5-Nov-2013 11:58

Trust me the $99 is soon forgotten. It is worth it.

1080p

1332 posts

Uber Geek
Inactive user

#927567 5-Nov-2013 12:36

johnr:
vexxxboy: i dont think he was complaining of the cost, just that as a current customer he had to pay while new customers get it free. I think if is free for one then it should be free to all, good customer relations.

" However I am not willing to pay $99 for the installation "

And that same fee that is used to pay for all those expensive install costs is waived for new customers. The complaint is about the cost but also (and more importantly) that the installation is available for free to new customers but already loyal customers are charged for the same service.

I know that if I were considering an upgrade to VDSL and my current provider was going to charge me for the install I would simply switch to a provider who would offer the installation for free.

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Ragnor

8219 posts

Uber Geek

Trusted

#927759 5-Nov-2013 17:37

Ring 123 ask for customer retentions, tell them you are thinking of moving to Snap for VDSL but if they can waive the fee for upgrade to ultra vdsl you will stay with Telecom

..or they will likely have some other "retentions" offer like $10 off your monthly bill for 12 months.

Always worth asking the question as there are often deals available for existing customers just not pushed as publicly as the deals for new customers.

jeffnz

2870 posts

Uber Geek

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Lifetime subscriber

#927761 5-Nov-2013 17:46

Just upgraded from ADSL to VDSL last month and was aware of the $99 fee. They arrived, 3 of them, were here a while checking things out and installing everything and were very professional so $99 well spent in my opinion.

My advice is , if it irks you that much change telco's, not my scene I'm happy to pay for good service.

Actyally I haven't seen the $99 on my bill yet

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mattwnz

20147 posts

Uber Geek

#927770 5-Nov-2013 18:15

vexxxboy: i dont think he was complaining of the cost, just that as a current customer he had to pay while new customers get it free. I think if is free for one then it should be free to all, good customer relations.

Yes I think that was his point. It costs less to keep an existing customer, than to get a new one, as with marketing, there is a cost for each new customer. I have found that often a telco will waive fees, if you resign up to another 12 month contract. So essentially the fee cost gets spread across the 12 months, by them retaining you as a customer, and you have the opportunity to upsell on other services.

Wade

2225 posts

Uber Geek

#927823 5-Nov-2013 19:12

If someone rung me up and offered me interwebz at 4x the speed I was currently getting for a measly one off cost of $99 I would jump at the chance.... Oh wait I did and have not regretted it one iota :P

Batman

Mad Scientist
29761 posts

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Lifetime subscriber

#927837 5-Nov-2013 19:57

It's ok ... The fewer telecom vdsl customers the better my bandwidth!

Inphinity

2780 posts

Uber Geek

#927842 5-Nov-2013 20:16

I think it's quite frustrating that a new customer gets it free AND gets a Premier League Pass, but an existing customer has to pay and doesn't get the pass, despite both getting lock in for the same contract term - it's essentially a penalty for staying with Telecom. Next time, I'll change provider to get some 'new customer' benefits, rather than be penalised for staying.

richms

28172 posts

Uber Geek

Trusted

Lifetime subscriber

#927863 5-Nov-2013 20:38

So change provider then?

Richard rich.ms

rugrat

3107 posts

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Lifetime subscriber

#927866 5-Nov-2013 20:42

I agree about the new customer thing, where new customer gets it cheaper.

Just either pay it, or change to a new provider that offers free installs to new customers.

If decide to change I'd ring telecom and let them know that you're doing it and why.

I had them on about new customers get new modem for free, where they wanted $99 from me as my old one was playing up. They said they'd meet me half way and charged $50, I was happy with that. But if they're not prepared to negotiate then it's pay it, or new provider.

It's probably a lot more then $99 of work being done, guess they're prepared to make a start loss to gain new customer, same with other companys.

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