[WXC/VFX] Account Errors

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dilligaf

30 posts

Geek

#33535 7-May-2009 21:27

Wondering if its just my account thats wrong or others as well, My account for April arrived with my Fusion account being changed to Fusion Rural and an increase in the cost, So I then checked previous accounts and found other errors, including my data being split into Peak and Off Peak and a charge for a dial up service at half price.

Has anyone else experienced the same or similar?

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#213325 7-May-2009 22:20

Do you live in a rural area?

dilligaf

30 posts

Geek

#213355 7-May-2009 23:30

sbiddle: Do you live in a rural area?

Been with xnet over 2 years, live less than 900 meters from the Telephone Exchange, All Accouts Prior to March this year were correct, No I do NOT live in a Rural Area

Griven

174 posts

Master Geek

Trusted

#213478 8-May-2009 15:12

If you have been billed as a rural customer this would mean that you are connected to an exchange that Telecom and the Commerce Commission have deemed as such. You should have received an email explaining the situation.

Previously Xnet have not been charged the additional $20, and have therefore not passed this onto our customers. From the 1st of May however these charges are being passed on by our wholesale provider, and unfortunately we are required to pass these on.

Nicholas Cuc

Network Support
WorldxChange Communications
www.xnet.co.nz

JayADee

2148 posts

Uber Geek

#213539 8-May-2009 18:43

I'm not rural either!

I live in the middle of town less than 600 m from the exchange which is located right downtown.

Some wire is crossed someplace!!
Edit: Trying to contact Telecom to ask how they designate "rural"

Here is Telecom's reply:

Thank you for contacting Telecom.

I'd just like to clarify that Telecom does not have any part in determining if an exchange is rural or urban. This is based on Census mesh blocks and area units. High density areas are those with 10,000 households or more. Medium density includes provincial areas and towns with between 1,000 and 9,999 households, while low density is rural areas with less than 999 households. There is also a forth category for Non-Standard High Cost connections.

"The price distinction between 'Urban' and 'Rural' is as per The Commerce Commission's determination on local loop unbundling."

If you have any further questions regarding Telecom products and services please visit our web site at http://www.telecom.co.nz

Kind regards,

Tony C
Customer Care Online

So, the Commerce Commision decides who is rural and Telecom charges more for rural customers and that is passed to us.

honem

194 posts

Master Geek

Trusted

#213961 10-May-2009 23:24

I'ld see if I could confirm via a Telecom CSR what type of exchange I was connected to if I was the OP.

When I was working at Telecom I could look this up in a few seconds.

Sometimes when there is not enough room at one exchange a customer can be ported to a different exchange.

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- Hone , Often accused of Excess Verbosity
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lee09

1 post

Wannabe Geek

#216321 20-May-2009 13:50

I was up until last week with xnet (till i changed address), my local exchange was the waiuku exchange only 300m away. I received the email on the 8th may advising that my xnet fusion plan had gone from $69.95 to $89.95 as of the 1st May 09.

On receiving the email I rang, commerce commission, vodafone, orcon. Both vodafone and orcon advised after extensive checking that I would not be classified as rural if I was with them for my naked broadband plan. I rang the commerce commission who are currently looking into two things:

1) no prior notice of a cost increase was given (as only notified 8 days later, this to me isnt acceptable).
2) whether the waiuku exchange is rural or urban, xnet even advised me that pukekohe was rural.

Now another issue has arisen with xnet, mid way thru april I advised xnet that I wished for my account to be disconnected as of 12th May. Then last week I receive final account in the post charging me for the full month of may and also at the $89.95 rate, im therefore only going to pay xnet for 12 days at the $69.95 rate plus any calls and data, if they wont the rest then they can do what they like cause I dont pay for non service or price increases with out prior notice. No where in xnets terms and conditions does it state that you will be charged the full month shall you wish to disconnect part way thru a month.

I definitley wont be using xnet again in the future as in the 8 months I was with them at this address I had issue after issue after issue, im a pc tech but hardly a week went past where I wasnt having to call them for some problem i was experiencing. The VOIP line worked like utter crap, a lot of people told me that they couldnt hear me clearly including xnet staff themselves and quite often I had to ring someone twice before they could even hear me at all. As part of my business I use to often get asked by clients who to use for broadband and I usually said to try xnet, rest assured due to the issues ive experienced with them I will never recommend xnet again. My other address which also ran a normal xnet broadband connection for 4yrs I have now changed to another provider also.

Xnet you simply know how to lose customers.