Reset Non-Stop Text Billing Cycle?

Forums › Spark New Zealand (including Skinny and BigPipe) › Reset Non-Stop Text Billing Cycle?

williamjsm

9 posts

Wannabe Geek

#55407 3-Jan-2010 12:11

I'm using my iPhone 3GS on prepay, and today upgraded my mobile data extra from 120 - 240mb. Looks like this data plan has it's billing cycle changed, and the first of it's month is now today (now expires on the 2nd) whereas it used to be 22nd - 22nd. The problem is, my Non-Stop Text renews on the 22nd still, and to avoid confusion I called *123 to ask if they can "reset" my text plan so the data and non stop text both renew on the same date (now the second of each month). I was told that by renewing the text plan so the data and non stop text refresh on the same day (2nd) I would lose ALL my credit. The lady advised that I wait until my credit is used up before changing.

Why would changing non stop text to renew on a different date use all my credit? Wouldn't it cost me just $12 today to start my month again?

Hope you guys can help!
Cheers

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2371 posts

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Spark NZ

#286644 3-Jan-2010 12:31

It may cost you the $12, but I'm not 100% sure on it, and would depend on how the service change is actioned (i.e. self service, you would be charged going back to TXT Casual, and then asking a CSR to change you to Non Stop TXT), however I don't know what would happen if this was done on the same order.

Call the prepaid help desk, as they have access to the prepaid billing platform (which most 123 reps do not have), and ask them as they are best placed to answer you're question.

0800 32 32 32

If they can't help you let me know (please ensure you have all relevant details).

nzbnw

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Paulthagerous

698 posts

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#286649 3-Jan-2010 12:45

It is posible to have the NST renew today (obviously the 3rd now), basically we just have to take it off and back on again. Would not lose all credit, would just have to restart the $12 again like you thought. So effectively 'costs' up to $12 to do it. But you shouldn't lose anymore than that. The caveat is though, it depends how it is actioned (as nzbnw said). My guess is, to make all the credit dissapear, she was intending to do a disconnect/reconnect. But that is the hard way IMO.

williamjsm

9 posts

Wannabe Geek

#286650 3-Jan-2010 12:54

Apparently I had already changed my text plan once this month, they said on the 24th or so - this is the day that I moved to XT, so I don't think signing up should count as a change of plan during the month. I think they were going to disconnect/reconnect because they could not change my plan more than once a month, however the "change" they saw was me moving my CDMA handset to XT.

nzbnw

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Spark NZ

#286661 3-Jan-2010 13:47

williamjsm: , so I don't think signing up should count as a change of plan during the month. I think they were going to disconnect/reconnect because they could not change my plan more than once a month, however the "change" they saw was me moving my CDMA handset to XT.

You are correct, changing from CDMA to XT is not actually considered a plan change (i.e. try calling *333 it will let you change you TXT / Data plan, otherwise it will clearly state that you have already changed you plan). The trouble with using *333 to do this for you, if you can't change to the same plan, so two requests would be required and seeing as you have mentioned above you can only change plans once every month you would not be able to change back.

There is no need to disconnect your number, I can try get someone to action this requests for you, however I'm not 100% sure how this impacts prepaid billing and don't want to see you out of pocket.

PM me if you want it changed, we would have to remove both the TXT and Data plan and reapply them in the same 'service order', which may or may not affect your TXT / Data count (i.e. revert to zero and start charging).

I'll try and get someone to look into this from the 11th when everyone is back at work.

nzbnw

Paulthagerous

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#286662 3-Jan-2010 13:53

nzbnw:
williamjsm: , so I don't think signing up should count as a change of plan during the month. I think they were going to disconnect/reconnect because they could not change my plan more than once a month, however the "change" they saw was me moving my CDMA handset to XT.

You are correct, changing from CDMA to XT is not actually considered a plan change (i.e. try calling *333 it will let you change you TXT / Data plan, otherwise it will clearly state that you have already changed you plan). The trouble with using *333 to do this for you, if you can't change to th same plan, so two requests would be required and seeing as you have mentioned above you can only change plans once every month you would not be able to change back.

There is no need to disconnect your number, I can try get someone to action this requests for you, however I'm not 100% sure how this impacts prepaid billing and don't want to see you out of pocket.

PM me if you want it changed, we would have to remove both the TXT and Data plan and reapply them in the same 'service order', which may or may not affect your TXT / Data count (i.e. revert to zero and start charging).

I'll try and get someone to look into this from the 11th when everyone is back at work.

nzbnw

One step ahead of you, has already been processed lol :) We deal with this on occasion, and it will reset the credit used towards the cap, but the rest of the credit WILL be fine.

PS: williamjsm, should be all done now!

williamjsm

9 posts

Wannabe Geek

#286764 3-Jan-2010 22:36

Big thanks to Paulthagerous for sorting this out for me, this was an annoying issue but is now fixed :D

Telecom are lucky to have such staff as Paulthagerous and nzbnw helping out customers like me with little problems like this. They're great assets to the company, and sure know how to keep the customers happy :)

Paulthagerous

698 posts

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#286818 4-Jan-2010 11:10

Glad to hear it is fixed and we could be of some help

williamjsm

9 posts

Wannabe Geek

#286836 4-Jan-2010 11:57

Paulthagerous would it be ok if you emailed me through my profile as I am out on my iPhone all day, and the iPhone doesn't like the text entry field for private messages. Sorry!

Paulthagerous

698 posts

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#286837 4-Jan-2010 12:04

Only option I have under your profile for the Email button sends a PM through. If you give me your email then I can. Still not fixed after the reset?

williamjsm

9 posts

Wannabe Geek

#286838 4-Jan-2010 12:06

williamjsmnz at gmail.com :)
hm does not seem to be, have restarted phone too

waitakiwylie

2 posts

Wannabe Geek

#288083 8-Jan-2010 11:39

I also have had a problem with the Non-Stop Txt billing cycle. My first problem is that I have always been with Telecom and txting has always been billed month to month, then I changed to Non-Stop Txt and was unaware that the billing cycle has changed. Since finding out, I tried to find out when/where this has changed and have been unable to do so (when changing via *333 -it doesn't mention it, and I couldn't anything at telecom.co.nz/terms either).

Secondly to make it worse, this should not have mattered as I rang *333 either just before or just after midnight on the 31st dec/1st jan, as I didn't want to waste credit by changing txt plan in the middle of the month. But since ringing the customer services they assured me that I am losing my mind and I didn't actually ring until Tuesday the 5th of January. So the txts I sent from the 1st of Jan to the 4th didn't count towards new plan.

I know its only a matter of $4 credit, but I am quite annoyed that upon ringing the customer services, they were no help at all, and it wasn't until I suggested that the billing cycle might have changed that they said yes thats right. But no one could tell me why my change of plan didn't happen until 5:15pm on Tuesday the 5th of Jan. I was under the (perhaps wrong) impression that it would only take up to 4hrs to make the change.

If someone could shed some light on this it would be much appreciated!

Thanks

tomgeeknz

923 posts

Ultimate Geek

#288088 8-Jan-2010 11:56

I thought that all prepay plans rolled over at the start of the month on XT???

nzbnw

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Spark NZ

#288089 8-Jan-2010 11:57

I really don't see the problem here? You are better off that you're chosen TXT plan is now valid for one month from the data of signup, where as previously it would have been valid until the end of the month.

Assuming you had a TXT150 extra for example, and used the 150 for $6, and changed to non stop TXT under the old calendar month system 1/2 way through the month you would be charged $18 for that month, now under the new system you will still be charged $18, but have an extra 2 weeks works of usage (i.e. 2 weeks on TXT 150, and 1 month on Non Stop TXT).

You can also check you're anniversary dates via T-World.

nzbnw

nzbnw

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#288090 8-Jan-2010 12:00

thefatmould: I thought that all prepay plans rolled over at the start of the month on XT???

A change was implemented December 17th, so if you have a Prepaid TXT or Data plan before this date you are rolled over on the first of the month.

Anyone who signed up for a Prepaid TXT or Data* extra on or after December 17th will have that service valid for one month from signup.

*Excludes Prepaid MBB 500MB Plan which remains on a calendar month basis.

nzbnw

tomgeeknz

923 posts

Ultimate Geek

#288093 8-Jan-2010 12:04

nzbnw:
thefatmould: I thought that all prepay plans rolled over at the start of the month on XT???

A change was implemented December 17th, so if you have a Prepaid TXT or Data plan before this date you are rolled over on the first of the month.

Anyone who signed up for a Prepaid TXT or Data* extra on or after December 17th will have that service valid for one month from signup.

*Excludes Prepaid MBB 500MB Plan which remains on a calendar month basis.

nzbnw

Oh, thats cool and it fixes all those complaints of part month charges.

Thanks for the info!

Tom

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