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Topic # 222745 27-Aug-2017 00:01
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Signed up to a new 12 month broadband contract with spark. I was within 1 month of my old 12 month contract ending with Spark, but was told I could signup to a 12 month one within that month. I was also told by the person that was setting it up (via online chat) that there wouldn't be any associated fees or downsides with setting it to start from the time I contacted them, which was within the 12 months of my previous 12 month contract However I have got a bill just now from spark showing a 'Notice period' fee, which is around $5, but it looks like hey have infact charged me for doing this, unless it is for something else. This is really annoying, since I was told that there wouldn't be any fee.  I also asked them to cancel the wiring maintenance fee, but they are still charging me for it. Is there an easy way to get issues like this resolved, without spending a significant amount of time explaining it all via their helpdesk ? I would email them, but they don't have an email address, unless I do it as a complaint.


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  Reply # 1853172 27-Aug-2017 08:41
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Sureley they have a "contact us" option on their website and also listed on the invoice you have. 

 

 


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  Reply # 1853185 27-Aug-2017 09:50
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What is wrong with contacting them again via chat?


 
 
 
 


gzt

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  Reply # 1853186 27-Aug-2017 09:53
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Ask the online chat.



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  Reply # 1853253 27-Aug-2017 13:41
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Trying to find out if anyone else had come across that fee so I know exactly what it is before contacting them.

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  Reply # 1853255 27-Aug-2017 13:56
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Yes. I've had experience with that fee before. Basically Spark enforces 30 day notice periods, changes that fall within the 30 day period incur prorated fees.

As a customer it would be my expectation that recontracting within the last month should be exempt so I would definitely suggest contacting Spark to get it waived. I suspect that it may have been an oversight more than anything else. I know when I recontracted to get free Netflix, I defintely was not charged a notice fee even though the changes were made within 1-2 days of the request.




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  Reply # 1853258 27-Aug-2017 14:32
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cokemaster: Yes. I've had experience with that fee before. Basically Spark enforces 30 day notice periods, changes that fall within the 30 day period incur prorated fees.

As a customer it would be my expectation that recontracting within the last month should be exempt so I would definitely suggest contacting Spark to get it waived. I suspect that it may have been an oversight more than anything else. I know when I recontracted to get free Netflix, I defintely was not charged a notice fee even though the changes were made within 1-2 days of the request.


Thanks. That sounds like has happened.

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  Reply # 1853259 27-Aug-2017 14:39
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Do they give you something for 12 month contract?

I'm on no contract at moment so interested to know if worth while.

Other then that give online chat another go, they seem to sort stuff quick, plus last time I used got an email sent so had my own record of conversation.



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  Reply # 1853271 27-Aug-2017 14:51
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rugrat: Do they give you something for 12 month contract?

I'm on no contract at moment so interested to know if worth while.

Other then that give online chat another go, they seem to sort stuff quick, plus last time I used got an email sent so had my own record of conversation.


3 months free, as if I was a new customer, which is similar to what they were offering new customers. Brings the pricing into line with what other ISPs are offering so saved me from switching to another isp. I do have a record luckily as I specifically asked them if there were any fees associated with doing it early, which is why I do prefer doing it via email, or online chat, rather than phone, where there is no paper trail at my end.

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  Reply # 1853298 27-Aug-2017 16:19
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Thanks for that, they put me on two year contract with 3 months free, and year of free netflix.

 

If they hit me with $5 charge for notice period under 30 days I don't think I'll worry about it.

 

 

 

 


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  Reply # 1853569 28-Aug-2017 06:08
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We had Spark charge a connection fee when we changed from ADSL to VDSL.

 

It was a mistake at their end and was reversed quickly.




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  Reply # 1857618 3-Sep-2017 14:24
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I have been trying to get this resolved with them on online chat over half and hour, but it has been a frustrating and time consuming experience, which they can't explain. They have said they will need to contact the person I initially communicated with, as they can't explain it. So not sure if it will be solved or not, or I will have to give it another attempt later. 


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  Reply # 1857627 3-Sep-2017 15:45
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I dont touch billing with a 10ft pole if i can avoid it.

However, sounds like a genuine mistake
Billing should sort this or atleast explain things quickly. When i speak to them they are always onpoint.

If need be I'll pass this along but your best bet is likely a quick call to 123. Speak to mass billing should land in our lovely hamilton folks hands :)




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