Cancellation fee after changing Telecom broadband plans?

Forums › Spark New Zealand (including Skinny and BigPipe) › Cancellation fee after changing Telecom broadband plans?

ammar

4 posts

Wannabe Geek

#68977 30-Sep-2010 22:06

Hi guys,

Do you know about this issue. I cancelled my (phone + broadband) service with Telecom after one year contract. However, they sent me bill to pay cancellation fee. When I called to ask why, they told me because you changed your broadband plan from Go to Advanture after two months so you had a new contract and new period started from the date of changing the broadband plan.

I changed the plan online at that time, and I do not remember there is any terms or conditions state that, do you know anything about that ?

thank you very much

quickymart

13954 posts

Uber Geek

ID Verified

#386517 30-Sep-2010 22:17

Interesting, as far as I know, the contract is only for the connection, not the plan.

robbyp

1199 posts

Uber Geek

#386529 30-Sep-2010 23:09

ammar: Hi guys,

Do you know about this issue. I cancelled my (phone + broadband) service with Telecom after one year contract. However, they sent me bill to pay cancellation fee. When I called to ask why, they told me because you changed your broadband plan from Go to Advanture after two months so you had a new contract and new period started from the date of changing the broadband plan.

I changed the plan online at that time, and I do not remember there is any terms or conditions state that, do you know anything about that ?

thank you very much

That is sneaky of them. Did you go to a more expensive plan, or a cheaper plan. I could almost understand it if it was a cheaper plan. However I thought the contract is based on an active 'broadband connection, not the actual broadband plan you are on.

Thats why I hate ISPs who have contracts, which is probably most of them now.

ammar

4 posts

Wannabe Geek

#386626 1-Oct-2010 09:23

I changed the plan two times during the one year, they are saying you can change the plan once every month. The first change was from cheap to expensive one.

The help desk sucks , every time gives me different reason. I do not know where is written that if i change plan then should start new contract. In their site, they are saying "it is very easy to change plan", and i changed online.

Even changing plan means starting new contract, it will be very odd. It was impossible to know that, it is some sort of hidden fees. Or maybe the representative does know and just saying nonsense. The cancellation fee i am charged is $130.

Is there away to submit formal complain ?

thanks guys

doozy

245 posts

Master Geek

Trusted

#386791 1-Oct-2010 15:24

If you want to, mail me through your account number and I will find out the actual reason and if it's not a valid one, will sort it out for you

Tarawera Ultra 2015 done, bring on 2016

Cymro

283 posts

Ultimate Geek

#386794 1-Oct-2010 15:32

Out of interest, were you on one of their Total Home bundles?

I know they treat those differently to stand-alone plans, so making changes to that might have triggered a new contract maybe?

Ragnor

8221 posts

Uber Geek

Trusted

#386983 2-Oct-2010 00:14

Plan change shouldn't be a new contract, I would take up Doozy on his offer of help.

ammar

4 posts

Wannabe Geek

#387201 2-Oct-2010 20:59

It is solved. In the fourth call, this time the guy looked carefully at my account and admitted there was a mistake, so now instead of a debt of $135 , i got a credit of $78.I told him what the other guy told me about changing the contract due to plan change, he said no such thing !!!!!

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ammar

4 posts

Wannabe Geek

#387205 2-Oct-2010 21:08

thanks doozy for your offer,

the problem from the beginning is that the representatives work in a hurry, it seems they receive many calls and just try to answer them quickly. The last guy was more professional and experienced, he took time to check the things not like the previous ones.

Fraps

13 posts

Geek

#387851 4-Oct-2010 20:08

Sorry for adding to his thread.

But on the topic of termination fees. Since Big Time was canceled and the majority of users moved to another plan.

If I still wanted to leave Telecom in the future, maybe in a few months, would I still need to pay the termination fee?

CarlGNZ

1 post

Wannabe Geek

#392023 14-Oct-2010 23:23

Same thing happened to me, so I am disputing it.