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Topic # 150833 4-Aug-2014 22:14
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Hi guys, apologies if this has already been covered before, but after a cursory search I couldn't really find anything that's more relevant in terms of timing.

Anyway, I've been a customer of Telecom for a while now, but some time last year I took up a 12 month contract to pick up one of the earlier VDSL plans. A year down the track, (i.e., June this year) I saw that Vodafone had a bunch of Sky deals going, so I decided to switch over, and carefully checked when the end of my 12 month contract was with Telecom. I saw that my connection date was the 17th of July 2013, and when I had an online conversation with a Telecom support earlier in June about switching providers, he (or she, can't quite remember) assured that the end of the contract was the 18th of July 2014.

To cut a long story short, I had a few back and forth calls with Vodafone to ensure that the switchover date would be after the end of my contract with Telecom, we were finally able to schedule it for the 19th of July, a Saturday when a Chorus technician would come onto my property to sort out the switch over. (That was a fiasco in itself, a story for another day.)

Now, fast forward a few weeks later, I receive a bill from Telecom including the $299 cancellation fee, and saw that the disconnection date on my bill was the 18th instead of the 19th. I realize a bit belatedly now that I should've thought about the working day when I suggested the 19th.

Is there anything I can do about this or did I shoot myself in the foot? Unfortunately I never did save the online chat with the Telecom support helpdesk and THAT was definitely a mistake.

It's a $299 disconnection fee for what must be the last day of my contract and I'm pretty bummed that it's even happened! Ironically I was pretty happy with the service Telecom provided and not Vodafone, where immediately after the switch I had no internet for two days, and had to downgrade to ADSL for a week. 

Here's hoping for the best.

Cheers guys.

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  Reply # 1102187 4-Aug-2014 22:27
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Have you opened a dispute for the amount with telecom?




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  Reply # 1102221 4-Aug-2014 22:37
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Not a consolation or the answer you might be expefcting, but I'd have talked to Vodafone AFTER the Telecom contract was finished, just to be sure they wouldn't jump the gun on the transfer or something bad happened.

Good luck with your dealings.





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  Reply # 1102241 4-Aug-2014 23:15
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sounds pretty rediculous to me... I'm sure Telecom would have an automated system for this and if you raised a concern with a human you'd get most or all of that taken off your bill.... imagine the media storm that $299 could cost them, and impart your opinion on this as a last measure when negotiating their break fee.

Good Luck!

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  Reply # 1102244 4-Aug-2014 23:19
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Why not wait until a week or so after the Telecom contract had finished to give yourself some leeway?

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  Reply # 1102250 4-Aug-2014 23:30
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You may not have saved the live chat, but they should have. Ask for the chat transcript from telecom, which should confirm the dates for you. You may have been better to email them to confirm the dates, so you had it all in writing. If you had phoned them, you could be in the same situation, so this sort of thing you need in writing for future reference in case this sort of thing happens. You do also have the option of going to the TDR or the disputes tribunal on this if you can't get a an acceptable resolution to it, which for $300 it will probably be worth it. But good luck on this.  

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  Reply # 1102251 4-Aug-2014 23:32
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quickymart: Why not wait until a week or so after the Telecom contract had finished to give yourself some leeway?

 

In retrospect may have been wise, but if they thought they had all the dates confirmed, I can see why they did it the way they did.

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  Reply # 1102258 4-Aug-2014 23:43
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Good evening Mallas, can I suggest that you give us a call?
Hopefully the front line guys can get this sorted for you in just a few minutes.  (I cannot because I don't have the financial authority). Let me know if you have any problems.
Sad to lose you as a customer, but the last thing we want is to ping you on the last day of your contract and guarantee you'll never return to us.

Like I said, let me know if you have any problems.




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



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  Reply # 1102272 4-Aug-2014 23:49
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Thanks for the replies!

Admittedly I got talked into signing up early with Vodafone, when I called in about the Sky deal, and asking when it would end. They answered that they couldn't confirm it, where it could end today or at the end of the year. They also helpfully suggested that I could lock in the deal if I submitted a delayed order on that very call. To be honest, I have not come across any ISP issues for so long (mostly because I haven't switched ISPs for that long) so I didn't give it a second thought to do as suggested, as I had thought that I'd known what the disconnection date was. As mentioned in the first post, I didn't even think about the fact that the switch was happening on the Saturday, and that most of the work would be done on the Friday.

As for contacting Telecom, unfortunately I only found out about the bill after the helpdesk had closed, so I thought I'd see what other info I could arm myself with here, and so far the insight has been great :D





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  Reply # 1102278 4-Aug-2014 23:57
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cbrpilot: Good evening Mallas, can I suggest that you give us a call?
Hopefully the front line guys can get this sorted for you in just a few minutes.  (I cannot because I don't have the financial authority). Let me know if you have any problems.
Sad to lose you as a customer, but the last thing we want is to ping you on the last day of your contract and guarantee you'll never return to us.

Like I said, let me know if you have any problems.


Hey, thanks for the attention!

Admittedly there is a level of regret here, as I mainly jumped the gun because I only saw the benefit of the slightly discounted Sky (family home so we have heavy Sky usage) and I've run into more problems with Vodafone in the last few weeks as previously advertised.

Should've stuck to the age-old-adage of 'if it ain't broke, don't fix it!'

Cheers



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  Reply # 1103000 6-Aug-2014 00:28
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Well then! It seems I've made a bit of mountain out of a molehill. I thought I'd hit a bit more of a resistance from Telecom, but as soon as they picked up my call I was basically told that it had been taken care of. I didn't even have to do too much to explain the situation, the lady on the phone just put me on hold, and then told me it was done. Seriously a far cry from my historical experiences with Telecom (In the days of the Big Time plans) and I'm pretty impressed.

Not to mention that some of the guys at Vodafone saw this post and organised me a $30 discount off my next bill! Always great to see proactive service from ISPs!

Thanks for all the info & help you guys provided too, I can't help but feel like it was a bit of a wasted effort but I suppose it's a good thing! :)

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  Reply # 1103056 6-Aug-2014 09:02
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Well, seems like both ISP's pitched in appropriately so ups to them.

You just have to hope for a good run with VF, now. And Telecom know you could well look at re-joining them at some future date.

Hope all goes well.

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  Reply # 1103060 6-Aug-2014 09:12
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Interestingly I am currently stuck in the exact same scenario but with Vodafone!

 

It would make sense and be completly fair to charge until the end of the contract, but it's hard to justify the termination fees as cost recovery.

 

Termination fee for sky too, even though I missed the only callback sky made to me and a guy came to my house to pick up the decoder before I had even had a chance to switch my billing over to sky ( I had previously contacted Sky and vodafone about doing this early but was told to wait for the call from Sky )

 

I emailed Vodafone on monday as I dont have time to wait on hold all day - Fingers crossed!

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  Reply # 1103081 6-Aug-2014 09:29
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Dabble: Interestingly I am currently stuck in the exact same scenario but with Vodafone! It would make sense and be completly fair to charge until the end of the contract, but it's hard to justify the termination fees as cost recovery. Termination fee for sky too, even though I missed the only callback sky made to me and a guy came to my house to pick up the decoder before I had even had a chance to switch my billing over to sky ( I had previously contacted Sky and vodafone about doing this early but was told to wait for the call from Sky ) I emailed Vodafone on monday as I dont have time to wait on hold all day - Fingers crossed!


The op was however outside the contract, so they shouldn't have been charged, and it sounds like the ISP made an error in charging. But if you are inside the contract term and cancel, then the ISP is fully justified in charging it.

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  Reply # 1103115 6-Aug-2014 10:02
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mattwnz:
Dabble: Interestingly I am currently stuck in the exact same scenario but with Vodafone! It would make sense and be completly fair to charge until the end of the contract, but it's hard to justify the termination fees as cost recovery. Termination fee for sky too, even though I missed the only callback sky made to me and a guy came to my house to pick up the decoder before I had even had a chance to switch my billing over to sky ( I had previously contacted Sky and vodafone about doing this early but was told to wait for the call from Sky ) I emailed Vodafone on monday as I dont have time to wait on hold all day - Fingers crossed!


The op was however outside the contract, so they shouldn't have been charged, and it sounds like the ISP made an error in charging. But if you are inside the contract term and cancel, then the ISP is fully justified in charging it.

 

I was in the last 2 days of my contract - the new provider connected me earlier than expected. What im saying is they could have just billed the complete month ( extra 2 days )

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  Reply # 1103600 6-Aug-2014 19:58
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So what happened when you contacted them and challenged the disconnection fee?

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