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8 posts

Wannabe Geek


Topic # 67166 29-Aug-2010 17:45
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I can't believe this piece of sh*t company can stoop to this low.

First they changed me from Big Time to Adventure plan without notifying me.

Then they carried over my usage for the past two weeks so as soon as I was changed to the Adventure plan, I was over the 20Gb limit and brought down to Dial Up Speeds.

I requested a plan change to the 40Gb plan on Friday evening, after 3 promises that my speed will be back up to normal, it still hasn't happened.

Anyone else experiencing similar problems with them?

I'm definitely going to another ISP within the next few days, because the people at Telecom just can't do their job.

[Moderator edit (MF): removed bad name used]


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2889 posts

Uber Geek
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  Reply # 374237 29-Aug-2010 18:05
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They did warn everyone. Everyone got a letter. We got 2 for some reason. lol.
We know Telecom suck, but they own pretty much everything land based, and can do almost as much as they wish. I've given up on caring.




Bachelor of Computing Systems (2015)

 

--

 

Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 


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Ultimate Geek
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  Reply # 374251 29-Aug-2010 18:59
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+1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.

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Master Geek


  Reply # 374259 29-Aug-2010 19:12
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Yes, my dad experienced the same issue last weekend. They moved him off BigTime without warning him of the specific date (his letter said it shouldn't happen for another 3 weeks) and then his speeds dropped back to dial-up instantly because I had just downloaded a game or two with Steam.

He, too, has gone up to the 40gb plan for this month. It appears they have moved him because he has stopped getting dial-up speeds.

The unexpected changeover was not really the issue for dad, it was more the fact that they did not reset the data usage when they performed the changeover. A lot of BigTime users who have chosen to stick with Telecom will be having having to step down from large monthly data usages to 20GB/month, and Telecom should have realized that by not resetting the usage, all those users would immediately exceed that 20GB allowance and be dropped down to dial-up speeds.

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Biddle Corp
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  Reply # 374263 29-Aug-2010 19:21
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Shoes2468: +1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.


Why didn't you just go and buy a modem from a store?


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  Reply # 374265 29-Aug-2010 19:31
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sbiddle:
Shoes2468: +1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.


Why didn't you just go and buy a modem from a store?



I think what he is trying to say that after being with them for 5 years he shouldnt have to buy another one. They should give it to him for free or at least a discount.

Correct me if im wrong shoes2468?

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  Reply # 374276 29-Aug-2010 19:52
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bvidulich: Yes, my dad experienced the same issue last weekend. They moved him off BigTime without warning him of the specific date (his letter said it shouldn't happen for another 3 weeks) and then his speeds dropped back to dial-up instantly because I had just downloaded a game or two with Steam.

He, too, has gone up to the 40gb plan for this month. It appears they have moved him because he has stopped getting dial-up speeds.

The unexpected changeover was not really the issue for dad, it was more the fact that they did not reset the data usage when they performed the changeover. A lot of BigTime users who have chosen to stick with Telecom will be having having to step down from large monthly data usages to 20GB/month, and Telecom should have realized that by not resetting the usage, all those users would immediately exceed that 20GB allowance and be dropped down to dial-up speeds.


Try the opposite.

I was on the first change cycle (Aug 16 as per everyones letter) and got the full 20G to use for the remaining 10 days of my billing cycle.

I think you will find people have just not been monitoring full stop. Speeds go more than double on the 'real' plans, and you can chew it 3x as fast.

This is about the 5th thread on the subject BTW

367 posts

Ultimate Geek
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  Reply # 374280 29-Aug-2010 20:02
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M_I_C_H_A_E_L:
sbiddle:
Shoes2468: +1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.


Why didn't you just go and buy a modem from a store?



I think what he is trying to say that after being with them for 5 years he shouldnt have to buy another one. They should give it to him for free or at least a discount.

Correct me if im wrong shoes2468?


Why should they supply a free modem?  I buy my gas from the same petrol station 99% of the time and I don't expect a free tank for loyalty.

134 posts

Master Geek


  Reply # 374286 29-Aug-2010 20:27
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I Think people expect a lot of things really

All in all would you give every customer a free modem who has been there for 5 years? could be a lot of modems.

I agree Oblivian, we got a letter saying there will be no big time and you will be change to the adventure plan if you haven't rung in so it seems Telecom has done nothing wrong??


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Ultimate Geek
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  Reply # 374288 29-Aug-2010 20:32
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M_I_C_H_A_E_L:
sbiddle:
Shoes2468: +1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.


Why didn't you just go and buy a modem from a store?



I think what he is trying to say that after being with them for 5 years he shouldnt have to buy another one. They should give it to him for free or at least a discount.

Correct me if im wrong shoes2468?


Yes this is correct Michael (Glad someone sees my point)
New Customers to Telecom only have to sign up for 12 months and receive a free modem, yet i have to sign up for 24mths to get a modem. 12mths I could have lived with.

Yes I could have just gone and brought one. I could have just changed ISP's too but thats kinda not the point.

I pay for a service which requires a modem to access it. Thats why you receive one when you sign up. If I don't have one I cant use the service i'm paying for.
e.g If my sky decoder breaks sky will replace it. ( I know what your going to say, different situation sky decoders are rented as such and you never own them etc.) but same principal applies without a modem I cannot access the service.

I'm not expecting anything for free, but dont like getting ripped off either.
I could change ISP's but the I dont want to loose my e-mail address
By the way the modem that stopped working was a Dlink 302g ancient not even ADSL 2+. 
 

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Ultimate Geek
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  Reply # 374289 29-Aug-2010 20:33
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bvidulich:
The unexpected changeover was not really the issue for dad, it was more the fact that they did not reset the data usage when they performed the changeover. A lot of BigTime users who have chosen to stick with Telecom will be having having to step down from large monthly data usages to 20GB/month, and Telecom should have realized that by not resetting the usage, all those users would immediately exceed that 20GB allowance and be dropped down to dial-up speeds.


It's far more likely the switch happened before he noticed and ran up 20GB, when you change plan on Telecom your data cap gets set to zero.

58 posts

Master Geek


  Reply # 374291 29-Aug-2010 20:36
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Oblivian: 
I was on the first change cycle (Aug 16 as per everyones letter) and got the full 20G to use for the remaining 10 days of my billing cycle.


Yeah maybe Dad did too but didn't realize he'd already been switched. He's out of town most of the week so he doesn't get a lot of time to check these things.


This is about the 5th thread on the subject BTW

Sorry, since I'm personally with Xnet I don't pay a lot of attention to what goes on in GZ's Telecom forum.

I don't expect them to give people anything, it just would have been better if they explained the changeover process and date a little more than they did.

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  Reply # 374301 29-Aug-2010 21:15
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wallop:
M_I_C_H_A_E_L:
sbiddle:
Shoes2468: +1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.


Why didn't you just go and buy a modem from a store?



I think what he is trying to say that after being with them for 5 years he shouldnt have to buy another one. They should give it to him for free or at least a discount.

Correct me if im wrong shoes2468?


Why should they supply a free modem?  I buy my gas from the same petrol station 99% of the time and I don't expect a free tank for loyalty.


Oh I never said they should, just explaining what his point was. However in saying that, would be good if companys gave discounts on stuff for long term use of their services/products. If only.

1163 posts

Uber Geek


  Reply # 374308 29-Aug-2010 21:42

Shoes2468:
M_I_C_H_A_E_L:
sbiddle:
Shoes2468: +1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.


Why didn't you just go and buy a modem from a store?



I think what he is trying to say that after being with them for 5 years he shouldnt have to buy another one. They should give it to him for free or at least a discount.

Correct me if im wrong shoes2468?


Yes this is correct Michael (Glad someone sees my point)
New Customers to Telecom only have to sign up for 12 months and receive a free modem, yet i have to sign up for 24mths to get a modem. 12mths I could have lived with.

Yes I could have just gone and brought one. I could have just changed ISP's too but thats kinda not the point.

I pay for a service which requires a modem to access it. Thats why you receive one when you sign up. If I don't have one I cant use the service i'm paying for.
e.g If my sky decoder breaks sky will replace it. ( I know what your going to say, different situation sky decoders are rented as such and you never own them etc.) but same principal applies without a modem I cannot access the service.

I'm not expecting anything for free, but dont like getting ripped off either.
I could change ISP's but the I dont want to loose my e-mail address
By the way the modem that stopped working was a Dlink 302g ancient not even ADSL 2+. 

 


 

I can see this from both sides. I have always just purchased my own modem, and avoided any contract. But if you continue to use them for 24 months, then you get a free modem out of them. They only give free modems out to new cusomters who have never been with them, when they have got a special deal going, and it is one per cusomter. So if you switch to another provider and then go back to them you wouldn't qualify for the modem. ALL ISPS do this, so it isn't just telecom. I am atually surprised they actually gave you a send free modem, but perhaps that is becuase you have been with htem for so long.

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Uber Geek


  Reply # 374309 29-Aug-2010 21:45

M_I_C_H_A_E_L:
wallop:
M_I_C_H_A_E_L:
sbiddle:
Shoes2468: +1 for poor customer loyalty
Been a broadband customer for 5 years now and my old Dlink modem finally gave up the ghost, rang up and I had to sign up for 2 years to get another one, and its wireless, I dont need wireless but thats all they have + the rrp for the modem/wireless router is $99 however if I break the 2 year contract they charge $199, go figure. Tried to argue but its like talking to a brick wall with the offshore call centers, little to no understanding of customer loyalty. Useless.


Why didn't you just go and buy a modem from a store?



I think what he is trying to say that after being with them for 5 years he shouldnt have to buy another one. They should give it to him for free or at least a discount.

Correct me if im wrong shoes2468?


Why should they supply a free modem?  I buy my gas from the same petrol station 99% of the time and I don't expect a free tank for loyalty.



Oh I never said they should, just explaining what his point was. However in saying that, would be good if companys gave discounts on stuff for long term use of their services/products. If only.


 

They are in the business of making money. I would love it if my supermarket gave me extra discounts, due to me shopping their for the last 20 years. Only businesses which make huge margings could afford to do that, and ISPs are making less money. Telecoms profits have dropped ALOT.


What Irks me are companies like Google and Rabobank that give free $50 credits for opening a new account with them. It however doesn't apply to people who have been a customer for years, and never got those deals. This is worse than with telecom, becauase at least you did initally get the initial freebie

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Ultimate Geek
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  Reply # 374433 30-Aug-2010 10:23
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robbyp:
What Irks me are companies like Google and Rabobank that give free $50 credits for opening a new account with them. It however doesn't apply to people who have been a customer for years, and never got those deals. This is worse than with telecom, becauase at least you did initally get the initial freebie


Exactly, and Telecom's current offer of 'double your data' does not really do anything for loyal customers
 

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