Fee to Return as a Telecom Customer

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antbs

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#57683 21-Feb-2010 21:06

So yesterday we called up Telecom to make the move to Big Time, everything was great albeit some long waiting times and we were ready to move until the CSR told us we would be charged $53.80 extra to join Telecom as we were customers a few years ago.

From my opinion this is absurd, why do we have the 'honour' of paying Telecom an extra fee as we were with them years ago? It's crazy that they almost punish their old cutomers for coming back to them.

If we had not been with them before then we would have no extra fee at all. Not impressed and not a good start Telecom, way to get more customers..

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#300830 21-Feb-2010 21:11

I'm guessing you're not just moving your broadband back but are moving phone and broadband? What sort of connection did you have before?

The $53.80 is just the standard connection charge.

nzbnw

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#300831 21-Feb-2010 21:11

This is a re-connection fee to the Telecom network (Landline) and is standard when switching Access and Broadband or Just Access to Telecom from an alternative provider. It has nothing to-do with you're Broadband.

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antbs

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#300832 21-Feb-2010 21:16

Yes, sorry the whole pack phone and broadband. But is this really necessary? Is it common held practice by other companies?

In terms of customer service and bringing back your lost customers I think this should be paid by Telecom and not by the customer who will fork out $100s of dollars to pay them every month.

Also with this $53.80 fee what is it going towards? Why do they need that money from me to reconnect my number? Surely it's not that expensive? If the connection charge is waived for new customers why is it not for returning customers as well? Even if we created a whole new account with them from scratch they told us we would still be charged the fee.

DjShadow

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#300835 21-Feb-2010 21:18

I've had Telecom tell me this also, I thought it was a Churn fee of some sort but confirmed its a new connection. I'm not aware of the other telcos charging it (I've not had a decent look at their websites however)

antbs

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#300837 21-Feb-2010 21:19

sbiddle: I'm guessing you're not just moving your broadband back but are moving phone and broadband? What sort of connection did you have before?

The $53.80 is just the standard connection charge.

Yeah sorry, phone and broadband from Orcon to Telecom.

nzbnw

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#300841 21-Feb-2010 21:31

Basically this is a new connection to Telecom so the same fee's apply as if you didn't have phone or Broadband service with an alternative provider .

$53.80 is what it costs to connect a phone line into a property that has previously had a Telecom phone line.

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sbiddle

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#300842 21-Feb-2010 21:33

It's not just a reconnection charge, it's a connection charge. If you move into a new house for example that already Telecom wiring you'll also pay the same cost.

It's nothing to do with creating an account, it's the cost for a technician to connect your broadband and phone at the exchange or cabinet.

antbs

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#300848 21-Feb-2010 21:55

I hope I'm getting this right, if this is the standard connection charge then why is it waived for new customers and not returning customers (or customers with a previous Telecom line in the house)? Seems pretty bad to me to be punishing your old customers for coming back.

Or is there more work in the technician side to reconnect you back to Telecom rather than joining for the first time?

nzbnw

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#300849 21-Feb-2010 21:59

antbs: if this is the standard connection charge then why is it waived for new customers and not returning customers (or customers with a previous Telecom line in the house)?

It's not waived at all; $53.80 odd for any new phone line connection to a property where a line has been before in the last 3 months or is still 'intact'. So if you didn't have phone service; and simply moved into you're current place, then the same fee's apply.

New connection charges for properties where no previous service has existed are higher.

nzbnw

antbs

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#300851 21-Feb-2010 22:02

Right so borat in #geekzone seems to have cleared it up that the homeline connection fee is $53.80 and the broadband fee is waived. I get it now. :)

Still in terms of the customer, like Orcon, I though the wavering of these connection fees was standard. Guess it's not here. Also not impressed with these sneaked in extra costs. If Telecom is going to charge me a connection fee then let it be stated right from the beginning and obvious.

antbs

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#300852 21-Feb-2010 22:04

nzbnw:
antbs: if this is the standard connection charge then why is it waived for new customers and not returning customers (or customers with a previous Telecom line in the house)?

It's not waived at all; $53.80 odd for any new phone line connection to a property where a line has been before in the last 3 months or is still 'intact'. So if you didn't have phone service; and simply moved into you're current place, then the same fee's apply.

New connection charges for properties where no previous service has existed are higher.

nzbnw

Yep, cleared up now but still not impressed about points made above! ^

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#300854 21-Feb-2010 22:13

antbs: If Telecom is going to charge me a connection fee then let it be stated right from the beginning and obvious.

It's not always that easy, but my understanding is the fee's can't be confirmed until the order is entered into Telecom's system. Imagine if you will; a CSR quotes once price before processing you're request and then has to inform you it's actually doing to be another price?

I understand what you are saying; but everything it not always as it seems :)

nzbnw

hellonearthisman

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#300883 22-Feb-2010 04:09

Telecom should list all connection charges as well as all possible chargers. I guess it a way for Telecom to put the price up without putting the price up, in the past the chargers where waved, but now they are not.
It's the kind of thing I that expect from Telecom.

sbiddle

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#300884 22-Feb-2010 06:27

hellonearthisman: Telecom should list all connection charges as well as all possible chargers. I guess it a way for Telecom to put the price up without putting the price up, in the past the chargers where waved, but now they are not.
It's the kind of thing I that expect from Telecom.

The prices are all listed on their website http://www.telecom.co.nz/homeline

nzbnw

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#300889 22-Feb-2010 07:18

hellonearthisman: Telecom should list all connection charges as well as all possible chargers. I guess it a way for Telecom to put the price up without putting the price up, in the past the chargers where waved, but now they are not.
It's the kind of thing I that expect from Telecom.

hellonearththisman; I'm asking you nicely to stop with these comments; they are untrue and unhelpfull to the discussion at hand.

You're views as I've said before are well known on Telecom; as are mine; so why can't you just let it be for the sake of good healthy discussions here on Geekzone? Do you see Telecom people constantly taking pop shots at Slingshot; whom you seem to think can do no wrong?

nzbnw

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