[WXC/VFX] WARNING: when leaving WxC call them to close your account, or they'll keep charing...

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] WARNING: when leaving WxC call them to close your account, or they'll keep charing...

1 | 2 | 3

Exited
4929 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#244954 10-Aug-2009 20:56

You *might* be covered under the consumer protection laws (which can't be contracted out)... but thats a big maybe.

http://www.consumeraffairs.govt.nz/consumerinfo/cga/
http://www.consumeraffairs.govt.nz/consumerinfo/fta.html

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

LennonNZ

2459 posts

Uber Geek

ID Verified

Trusted

#244986 10-Aug-2009 21:59

The thing with moving between ISP's is don't tell the loosing ISP you are moving off them.

As Telecom can only do 1 thing at a time to a line and they are "normally" the people who do stuff on the line...

So if you ring up loosing ISP and say I am moving off you in 3 days and then you ring up gaining ISP and say hi I want to move to you loosing ISP might put order thru to Telecom to cancel the service before the gaining one does and then the gaining ISP can't do anything to the line as something is already happening to the line.. arghhhh. It happens alot of the time..

Then AFTER you have moved over let the loosing ISP you have moved off. Telecom also notifies the loosing ISP normally if they loosing ISP you have moved off as well (in most circumstances) an defiantely if you have ported to another carrier as the loosing service provider acknowledges the request as part of the porting.

simon14

1889 posts

Uber Geek

Trusted

#245274 11-Aug-2009 16:59

I switched my parents from XNET to Slingshot in early July for their internet, homeline and tolls. Slingshot told us NOT to cancel our service with XNET and that they would take care of everything, this has been standard with all my other ISP changes in the past too.

Just got a bill today and XNET still has their account active to date, even though they haven't used their service since 7th July (which was the date their line got handed over to Slingshot)

XNET said that they were still being charged for the line from Telecom so we had to pay up till today.

How can XNET be charged by Telecom for their ADSL line when Telecom are obviously charging Slingshot for the same line at the same time?

Poor final experience with Xnet, will not return to their service or recommend in future.

Also - internet speed on Slingshot is much better than they experienced on Xnet.

dakiwikid

15 posts

Geek

#246189 13-Aug-2009 18:04

Same thing is happening to me.I rang after connection to xtra to equiry my account.They Informed me that xtra would inform of change of connection.Remembering I gave xtra the authority to handle connection change over.Xnet said its all good nothing for me to do.I paid the next bill that arrived relating to end of month.Have now received another bill.Good on you xnet!!

simon14

1889 posts

Uber Geek

Trusted

#246192 13-Aug-2009 18:10

Why is XNET the only ISP that keeps billing customers after they leave?

And for those of you who point to the terms and conditions - get real! Who on this earth reads their ISP's terms and conditions top to bottom and remembers each and every clause?

Ragnor

8222 posts

Uber Geek

Trusted

#246193 13-Aug-2009 18:11

Doesn't Telecom wholesale have some winback notification system which is supposed to automate this, appears Xnet just ignores the notices?

I've never seen a company destroy a positive brand perception (circa 2007) as fast as Xnet has with so many arrogant customer service mistakes.

Perhaps it really is an issue with Telecoms systems however they way Xnet handle the situation does not do them any favours at all.

dakiwikid

15 posts

Geek

#246198 13-Aug-2009 18:21

Just rang xnet again.Their records show the last time I rang them was about a year ago. 8 weeks max since my last call regarding disconnection. Say that I have to pay last bill.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

simon14

1889 posts

Uber Geek

Trusted

#246205 13-Aug-2009 18:30

Opinion: I do not like XNET.

coffeebaron

6234 posts

Uber Geek

Trusted

Lifetime subscriber

#246242 13-Aug-2009 19:52

simon14: Why is XNET the only ISP that keeps billing customers after they leave?

They are not the only one.

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
Wi-Fi and networking
Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

simon14

1889 posts

Uber Geek

Trusted

#246260 13-Aug-2009 20:25

coffeebaron:
simon14: Why is XNET the only ISP that keeps billing customers after they leave?

They are not the only one.

OK, are you going to back that up?

I know Vodafone/Orcon/Xtra/Slingshot and Woosh ADSL don't.

coffeebaron

6234 posts

Uber Geek

Trusted

Lifetime subscriber

#246262 13-Aug-2009 20:29

simon14:
coffeebaron:
simon14: Why is XNET the only ISP that keeps billing customers after they leave?

They are not the only one.

OK, are you going to back that up?

I know Vodafone/Orcon/Xtra/Slingshot and Woosh ADSL don't.

I've had serveral issues with Vodafone on this.

Rural IT and Broadband support.

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

Niel

3267 posts

Uber Geek

Trusted

#246266 13-Aug-2009 20:36

simon14: OK, are you going to back that up?

Telstra Clear (but not from personal experience).

You can never have enough Volvos!

nate

6473 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#246495 14-Aug-2009 11:25

coffeebaron: I've had serveral issues with Vodafone on this.

ihug (now Vodafone) had no idea I'd swapped to Snap back when I moved a year ago... I rang them as soon as my broadband had churned to cancel my account.

You can't assume the winning provider will notify the losing provider.

marmel

1924 posts

Uber Geek

ID Verified

Trusted

#246521 14-Aug-2009 12:18

I had this problem last year when I left xnet. I got charged for an extra month when I switched to vf. I had my home phone ported away from xnet as well.

I was pretty suprised when I got a bill and when I contacted xnet they claimed they had no idea at all that I had left? How can that be, especially when the number was ported away from them.

I did pm Maverick about it as he was still pretty active on the forum at that stage but got no where.

My main complaint was I couldn't understand how two seperate providers can be paying telecom for the same line at the same time??

Probably something that could have been sorted by xnet if they had conacted the telecom wholesale team and explained the situation but nothing was ever done.

I ended up paying the $60 or so and have never looked back...

R2x1

26 posts

Geek

#249529 21-Aug-2009 19:28

Charging for services not being delivered is traditional. We keep paying the soldiers, but how many invasions have they repelled lately?

1 | 2 | 3