Total Home Plan - Connection Fee?

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blaXoid

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#28279 24-Nov-2008 23:53

I just signed up for Total Home today, and the guy on the line told me there was a $54 joining fee.

Then as I was checking the weather later on, I noticed this banner: so my question is, am I getting screwed here?

PS. I am a new residential Telecom customer.

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#180115 25-Nov-2008 00:31

I beleive the connection fee is for the PSTN portion of the total home package (the landline) - and would presumably be the same whether you signed up to total home or anyother landline calling agreement.

The Broadband connection on the advert is 'priced' at $99 but industry standard is generally that is is free to all new broadband customers.
(the advert is promoting the free wireless modem router really. Industry standard is to give away only a basic/single port modem)

Basically the work required to provision a broadband connection is seperate, and charged seperately, from the work required to connect a landline connection, even if both need to be done at the same time

blaXoid

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#180148 25-Nov-2008 09:44

Excellent, cheers :)

richms

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#180163 25-Nov-2008 10:51

I would argue it with them, there is a good chance the CSR has the ability to credit you for it which is easier for them then trying to argue back ;)

Richard rich.ms

JimmyLizar

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#180775 27-Nov-2008 21:42

Refer this section of Telecom NZ website:

http://www.telecom.co.nz/content/0,8748,202759-202197,00.html?nv=sd#nz4

How much does it cost to connect my home phone?
The cost depends on the work required to make the connection. If there is an existing line into your home, a reconnection charge of $52.10 applies in most cases. If you require a new line, a new connection fee will apply. Call us on 123 to discuss what needs to be done and we can advise you of the applicable charges.

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richms

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#180779 27-Nov-2008 21:46

The CGA trumps that becasuse the headline of an ad (free connection) cannot be undone with the fineprint.

It really comes down to what any reasonable person seeing that ad would expect to get for free, and I have a feeling that telecom would lose this one if they tried to get all petty over $50.

Richard rich.ms

nzbnw

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#180782 27-Nov-2008 21:56

richms: The CGA trumps that becasuse the headline of an ad (free connection) cannot be undone with the fineprint.

It really comes down to what any reasonable person seeing that ad would expect to get for free, and I have a feeling that telecom would lose this one if they tried to get all petty over $50.

Hi richms

Allow me to clarify this for you. The free connection, is connection to broadband, which is what the add is communicating, and not PSTN POT's lines.

$52.10 is payable for connection of a new line where there has been a Telecom line previously. The advert in Question does not mention anything about landlines.

Further more Landlines and Broadband are two separate products as I am sure you know.

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nzbnw

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JimmyLizar

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#180784 27-Nov-2008 22:06

Playing the devils advocate - the ad only refers to Broadband...it doesnt mention home phones etc.

I think its reasonable for Telecom to assume that people most people have a landline and thus they are pitching their marketing that way.

It seems that blaXoid was told of the connection fee for getting a landline connected before he/she signed up. Telecom record your verbal consent when they sign you up.....so I think it will be hard to get a credit for the $50.

We moved house recently and had to get the phone connected at the new place - got charged $50 fee. I think its reasonable.

EDIT: seems nzbnw beat me to it......so yeah, what he/she said above

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richms

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#180788 27-Nov-2008 22:17

nzbnw:
Hi richms
Allow me to clarify this for you. The free connection, is connection to broadband, which is what the add is communicating, and not PSTN POT's lines.

$52.10 is payable for connection of a new line where there has been a Telecom line previously. The advert in Question does not mention anything about landlines.

Further more Landlines and Broadband are two separate products as I am sure you know.

Of cource I know that broadband and pstn are seperate, but telecom are selling totalhome which is both of them together. The advert also doesn't say that you have to be a telecom PSTN customer to get the free installation, which is something that they have always got away with in NZ for some reason.

What I am saying is that its worth arguing with them over to get the amount wiped off, since it may be easier for the CSR to do it then to argue about it, and if you were to take it to a formal complaint it is in their interest to wipe it vs putting time into arguing it with you.

Richard rich.ms

JimmyLizar

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#180790 27-Nov-2008 22:21

richms:
What I am saying is that its worth arguing with them over to get the amount wiped off, since it may be easier for the CSR to do it then to argue about it, and if you were to take it to a formal complaint it is in their interest to wipe it vs putting time into arguing it with you.

Got to agree with you there....although I have spent a bit of time arguing with Telecom CSR's in the past and some of them really stick to their guns

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cokemaster

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#180791 27-Nov-2008 22:21

I don't see the words totalhome on that advertisement, richms.

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#180797 27-Nov-2008 22:32

No, its an ad for a free wireless router and free connection on any broadband plan more then 3 gigs, totalhome has 10 gigs on its broadband. Seems to me a reasonable person may expect to get a free connection on totalhome since it is not explicity excluded on that ad. That is why companys have to be careful with advertising and its quite slack that the ad slipped thru without a disclaimer that pstn connection charges may apply or that it needs to go on an existing active pstn connection or something.

Richard rich.ms

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nzbnw

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#180801 27-Nov-2008 22:44

The banner add will direct the user to http://www.telecom.co.nz/bboffer which will allow you to sign up for Telecom Broadband with an existing landline. This web link does not mention anything about Total Home, and neither does the advert in question. If however the advert was to direct you to http://www.telecom.co.nz/totalhome and allow you to sign up then I would tend to agree with you, however only existing Telecom acess, calling and Broadband customers can sign up to Total Home via this web portal.

nzbnw

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#180849 28-Nov-2008 09:26

The Total home is one promotional offer and the free wireless modem is a different promotional offer, there is a disclaimer that the free wireless modem offer is not available in conjunction with total home. Quite often you see companies advertising a different special offers and normally there is a note that "this offer is not availble with other special offers"

richms: The CGA trumps that becasuse the headline of an ad (free connection) cannot be undone with the fineprint.

the banner also says "Find out more"

JimmyLizar

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#180851 28-Nov-2008 09:30

Where is the disclaimer? I have just signed up to total home and they are giving me a wireless router.

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nzbnw

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#180860 28-Nov-2008 10:58

Wireless router is available for new Telecom Broadband customers on a 12month term with Total Home, standard Total Home 12 month contract term applies and disconnections fees are applicable if you disconnect anyone of the 3 Total Home services within that period of $149.

The wireless router is also available to existing Telecom Broadband customers free on a 24month term, or $49 on the 12 month term with the same terms.

nzbnw

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