[TelstraClear] TelstraClear - Offering Better/Cheaper Homeplan Packages to New Customers While Excluding Existing Customers

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] TelstraClear - Offering Better/Cheaper Homeplan Packages to New Customers While Excluding Existing Customers

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49 posts

Geek

#602821 31-Mar-2012 09:35

Have just received my first account - which includes an $80 connection fee! Very disappointed (I had been with Telecom). Almost falls into the category of false advertising. Have emailed TC, still waiting for response.

gchiu

1211 posts

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#602822 31-Mar-2012 09:45

Presumably they came to your house, took cable from the street, and set up a termination point inside. And then configured a cable modem? ie. there's a lot more work then just for enabling ADSL? Still, they should have mentioned the connection charges.

jamesweather

49 posts

Geek

#602837 31-Mar-2012 10:39

I have had a connection here for 18 years (with Telecom).
Didn't see anybody playing around in the street!
Not in a cable area.

gchiu

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#602841 31-Mar-2012 10:55

Seems a bit steep then to just enable ADSL!

kroqster

23 posts

Geek

#602866 31-Mar-2012 12:25

hmmm... that's disappointing.. hopefully its a mistake, although still awful... i specifically asked if there was a connection fee and was told no... better not be one on my first bill

jamesweather

49 posts

Geek

#603260 1-Apr-2012 13:10

My reply from Telstra is that the fee was noted on the welcome letter - so there!
Unhappy customer, I think I've been had!

Jaxson

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#603608 2-Apr-2012 09:45

jamesweather: My reply from Telstra is that the fee was noted on the welcome letter - so there! Unhappy customer, I think I've been had!

I'll take a look at that. We still have the original flyer and there is no mention of a setup/joining fee on there. If they try this on it's false advertising fair and square. There's no * and additional info on it that I could see, but will double check again tonight. I'll scan it and post it on here for all to see me thinks.

Also, carrying on from the comments earlier about the hassle of changing providers. We agreed to the new Telstra offer and they then contacted Vodafone to cancel our internet with them. This happened on Friday morning, before we had received anything from Telstra. So we had no internet over the weekend and are hoping something turns up today. (Probably could have set something up with our existing modem, but am not sure if our account has even been setup with Telstra, or if they need to do anything physical as our modems ADSL light is blinking now).

Some downtime is inevitable, but this just highlights why people are less keen to move providers here in NZ. It's not as easy as a power company, where at least your power isn't disconnected in between....

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CutCutCut

1039 posts

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#603672 2-Apr-2012 11:14

I've always found the Telstraclear website difficult to get information from so maybe I'm just not understanding the way their plans work.
Is this $75 promo deal they are running include big back yard calling? Where on their site to they have their actual toll calling rates for this plan? I just can't find it.
If you don't want their modem to you receive any sort of credit for it?

kroqster

23 posts

Geek

#603689 2-Apr-2012 11:38

CutCutCut: I've always found the Telstraclear website difficult to get information from so maybe I'm just not understanding the way their plans work.
Is this $75 promo deal they are running include big back yard calling? Where on their site to they have their actual toll calling rates for this plan? I just can't find it.
If you don't want their modem to you receive any sort of credit for it?

yup... its so annoying in this day an age when you cant get basic info from a website... a website should be able to answer all the questions from even the dumbest person...

i had the same problem as you on the telstra website... just couldnt find the calling rate and other info about the package... and its so annoying they basically tell you to click on the package link... but that just takes you to another picture of the package with no info... for a huge company its unbelievable... maybe they do it on purpose so you have to phone up and then they give you the hard sell (???)

Jaxson

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#603706 2-Apr-2012 11:53

The online version of the flyer is similar to the paper letterbox version:
http://www.telstraclear.co.nz/sub-sites/our-sharpest-deal/index.cfm

A bit about additional charges 'may apply' at the bottom, but no specific mention of an $80 charge.... I'll check the paper one I have at home still tonight.

gchiu

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#603848 2-Apr-2012 14:17

If every new customer gets charged the connection fee, then that would be misleading advertizing since this advert is targeted at new customers.

Jaxson

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#603881 2-Apr-2012 15:00

Can TelstraClear advise on this magical joining fee charge that wasn't advertised please?

Jaxson

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#603903 2-Apr-2012 15:17

Telstra arranged to have our internet cut off from Vodafone on Friday and we are yet to receive a modem/info letter with usernames and passwords etc from them. Wife just tried calling them and got cut off after 22 minutes and then had to leave, so at least another day most probably without the internet. It still hasn't been that long in the grand scheme of things, but it's a clear reminder of why people don't want to move in NZ. Wife is already asking what have we done, as Vodafone were awesome in the year or so we've been with them.

jamesweather

49 posts

Geek

#603908 2-Apr-2012 15:25

My Telecom was switched off four days before the modem arrived. Fortunately I still had an old Dick Smith USB one which I fired up to see me through. (Went rather well actually).

jamesweather

49 posts

Geek

#604295 3-Apr-2012 08:25

Telstra have credited the connection fee as a gesture of goodwill.
Now a happy customer, and likely to stay with them when the contract ends.

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