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25 posts

Geek


# 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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719 posts

Ultimate Geek

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Spark NZ

  # 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.




25 posts

Geek


  # 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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