[TelstraClear] My TelstraClear complaint (since they fobbed me off on the phone)

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] My TelstraClear complaint (since they fobbed me off on the phone)

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timmmay

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#402363 9-Nov-2010 21:23

The way I read that is they won't sell you just cheap internet, or just digital TV, but that if you want digital TV or the small internet plan you also need a phone line.

The logical compliment of this is with a large internet plan you can have digital TV without a phone line.

This sounds like a minimum revenue requirement, which is reasonable since they make the investment to connect to your house. I pay $260 a month to Telstra Clear though, which is probably significantly more than average.

itxtme

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#402365 9-Nov-2010 21:25

Good luck to you!

timmmay

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#402379 9-Nov-2010 22:01

Ta :) Don't really need luck though... I just want to tell them they stuffed up and have them fix it. I do think it's a significant issue that a telecommunications authority could potentially address.

Morph

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#402438 10-Nov-2010 03:31

Right,

I'll make this quick and Sweet.

You CAN have TV and Broadband

Conditions : Must be Over 20gb and the TV Plan is charged out at a higher rate due to the Pricing.

Telstra cannot do TV by itself

As to your above problem I cannot discuss or explain that as i am not a Representative of the company.

Hope this clears up any small issues on that

meesham

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#402445 10-Nov-2010 07:10

Morph: Right,

I'll make this quick and Sweet.

You CAN have TV and Broadband

Conditions : Must be Over 20gb and the TV Plan is charged out at a higher rate due to the Pricing.

Telstra cannot do TV by itself

As to your above problem I cannot discuss or explain that as i am not a Representative of the company.

Hope this clears up any small issues on that

This is correct, I'm on the 60GB plan and cable TV, but I have NO phone line - I signed up with them 3 months ago.

timmmay

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#402466 10-Nov-2010 08:01

Thanks guys. Meesham, what do you pay for cable TV without a phone?

meesham

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#402469 10-Nov-2010 08:06

timmmay: Thanks guys. Meesham, what do you pay for cable TV without a phone?

On my bill is the following (GST incl):
Digital TV Upgrade - $1.99
TV - $45.70
plus:
Saturn Extra - $4.95

That bill's until 09/10/10, so that should include the new GST rate.

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timmmay

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#402470 10-Nov-2010 08:10

Interesting, thanks. I'm paying $51.70 for TV, $2.02 for digital TV upgrade, $14.95 for an additional decoder, $17.96 for sports, plus $39.94 for phone and $139.94 for 90G internet. I receive a $13.74 discount for having three products in my package.

meesham

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#402476 10-Nov-2010 08:30

timmmay: Interesting, thanks. I'm paying $51.70 for TV, $2.02 for digital TV upgrade, $14.95 for an additional decoder, $17.96 for sports, plus $39.94 for phone and $139.94 for 90G internet. I receive a $13.74 discount for having three products in my package.

I've just looked at my next bill online and it's more like yours, so I'm guessing the previous one didn't include the GST increase:
TV - $51.70
Digital TV Upgrade - $2.02
Saturn - $5.06

I'm tempted to switch to Sky so that I can get a decent decoder box with digital output (I'm not interested in their PVR), but at the moment I'm not on contract with Telstra which I quite like.

timmmay

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#402795 10-Nov-2010 12:57

I can't imagine switching off TC, their cable internet's fantastic. I don't want a dish on the side of my house either, but i'd do it if I had to.

timmmay

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#405491 16-Nov-2010 18:52

I received a reply from TC about my complaint. Basically I said "you made it really difficult to remove the phone line, which should be an option for anyone without hassle".

The gist of their reply is they can offer any packages or services they like, with any requirements they like, and that it's for the customers benefit. They said "I can confirm some services are required in order to use other services. You are not able to get a Voicemail feature without a phone line. You are not able to get a Triple service discount with only two services. You are not able to have Digital TV and HighSpeed 1 Gb on a standalone basis."

If you exceed some unspecified service level (which I consider a minimum revenue requirement) they may choose to let you drop individual services. The general rule is if you have cable TV, you must have a phone, unless you have a reasonable sized internet plan - size not specified. You can get internet by itself though. I consider a minimum revenue requirement reasonable, given their investment in infrastructure, i'm just not a fan of the ambiguity or the lacklustre service.

Overall the tone of the reply re my complaint was "tough luck, we offer what we like, take it or leave it". In my case they will let me drop the phone line, and other people with big internet plans will be able to as well. The customer service people can't do it, you need to be transferred to the disconnections department, which unlike their call centre is in New Zealand.

Overall I guess their "take it or leave" position isn't unreasonable, as they're a business, but I expected more flexibility from a TC. I hope the crown fibre rollout helps encourage them to become more flexible, and increase their customer service.

Wanted

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#411704 1-Dec-2010 18:46

Just mentioning that I removed my phone line a year or so ago and was told yes I can remove the phoneline because my internet was the 10G plan but lesser plans would have meant I couldn't. I had 1x digital decoder and 10G Broadband. That was just a single call to the 0508 number at the time.

reddwarf

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#411739 1-Dec-2010 19:56

i made well tried to make a complaint i sent this

i have had enough of your so called customer care, 2 hangups the long waits all most 1 hour, the language so called English is poor trying to understand them at the best of times and if that is their second language how is that going to help me to get my problem sorted, i think you should be ashamed of your selves so called service what a joke i have spent way too much time waiting on the phone to get technical help or just a inquiry on my account the internet speed is poor cant not open pages or takes far to long i have mentioned these things to the help desk before no fixes it is up to me to find a answer in other ways or places i have to take this to the media i think 4 months of stress and your so called service i am not happy so i am putting this here for i don't know why nothing ever gets done i will never recommend your company to anyone of my customers who asks me for a internet provider you are full of deception and lies what your sales team sells is not what you get, so i am happy this is now going to the media and i don't mind going to the courts i have nothing better to do but get a service i pay a way to much for in this country thanks for nothing but stress telstra

telstress should be the name not telstra clear nothing is clear as far as i am concerned grrr

timmmay

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#411760 1-Dec-2010 21:03

Reddwarf, when you're complaining about bad English you should probably make your complaint a bit more legible. I can't even read that.

allan

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#411774 1-Dec-2010 21:25

reddwarf: i made well tried to make a complaint i sent this

i have had enough of your so called customer care, 2 hangups the long waits all most 1 hour, the language so called English is poor trying to understand them at the best of times and if that is their second language how is that going to help me to get my problem sorted, i think you should be ashamed of your selves so called service what a joke i have spent way too much time waiting on the phone to get technical help or just a inquiry on my account the internet speed is poor cant not open pages or takes far to long i have mentioned these things to the help desk before no fixes it is up to me to find a answer in other ways or places i have to take this to the media i think 4 months of stress and your so called service i am not happy so i am putting this here for i don't know why nothing ever gets done i will never recommend your company to anyone of my customers who asks me for a internet provider you are full of deception and lies what your sales team sells is not what you get, so i am happy this is now going to the media and i don't mind going to the courts i have nothing better to do but get a service i pay a way to much for in this country thanks for nothing but stress telstra

telstress should be the name not telstra clear nothing is clear as far as i am concerned grrr

Care for some punctuation with that? There is not one single full stop in any of the above!

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