[TelstraClear] Loyal customers left in the cold again....

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Loyal customers left in the cold again....

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7682 posts

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#701391 15-Oct-2012 12:07

jermsie:
Jaxson:
Don't let small issues such as email address attachments etc hold you back.

Ah, except when there's a significant cost in getting ADSL to a coax-fed property..

Yeah fair call, that comes under big issues I would have thought

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NonprayingMantis

6434 posts

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#701416 15-Oct-2012 12:45

zaptor:
ajw:

Copper and HFC
34. ... Customers on ... HFC platforms will have significantly lower variable costs as monthly rental fees to Chorus will be avoided. Given the variable cost nature of the savings and the competitive nature of the market, customers are likely to gain from these cost savings.

My question is exactly when are these theoritcal cost savings going to be passed onto InHome customers?

I mean, we are the cheapest BB customers (to operate) as far as TC is concerned.

Edit: Just added some extra clarification to what I was saying

I think you are misunderstanding what they are saying.

They aren’t saying that inhome customers will get a cost saving, they are saying that they want to start moving their non-HFC customers onto HFC because it is cheaper for them to operate than LLU or UBA. They ‘claim’ that this will result in costs being passed onto customers – but only the customers currently on LLU who will move to UBA. They don’t say that existing HFV(inhome) customers will get a price drop.

Whether that happens remains to be seen.

zaptor

741 posts

Ultimate Geek

#701875 16-Oct-2012 08:17

While shopping, I just noticed the new (to me anyway) VF plans.

Dang....

I like the fact that both Telecom and Vodafone offer open term plans. So, I could trial the BB without being locked in, although the upfront costs are more.

zaptor

741 posts

Ultimate Geek

#702892 18-Oct-2012 13:01

The deals offered to HomePlan customers are also offered to InHome customers (effectively), IF they break they're existing contract.

They don't mention this on the website, but I was informed of such by one of their CSRs.

He informed me that the contract could be broken - without termination fee - in one particular instance. Where the T-Box ties you to the contract (keep reading).

Now, if you are one of the "lucky" people to still have ongoing problems with your T-Box, continuous (I'd would say ANY) freezing etc, and TC have not been able to correct it (even with the latest patches - they guy mentioned 30 issues fixed) then that would be good enough grounds to terminate without paying a fee. I guess TC just take the defective T-Box away. There might be some kind of fault/resolution period involved (i.e. a couple of T-Box replacements etc).

His rationale/excuse for not changing my package to take advantage of the "new" (unpublished) promotional pricing is that they're not allowed to put a "promotion on top of a promotion".
Which doesn't make sense at all, since he'd initially offered to "upgrade" my existing package. Which I would've thought was a new promotion, since it would also have added a new 24 month period/contract, plus an "upgraded" termination fee of $399!!
The upgrade would be based on current published InHome pricing.

In any event, it actually works out cheaper - for me anyway, to pay the ridiculous (existing) termination fee - for a device that's only started to work (in fact, I don't even know if it's THAT stable, since we still use or MySkyHDi and TiVO to record), and then re-sign with the new "promotional" pricing.

Plus, the new promotional contract would only be for 12 months (just like the HomePlan one). Unless you added a T-Box with Sky (not sure about Freeview), in which case they lock you in for 24 months.
However, if the T-Box with Sky has issues that cannot be fixed, then I suspect the rules about breaking the contract (i.e. scratching termination fee) applies.

zaptor

741 posts

Ultimate Geek

#702899 18-Oct-2012 13:17

To clarify, the "new" promotional offering:
* I could pay an extra 6 cents more than I currently do, and go from Lightspeed 60GB to Warpspeed 100GB
OR
* Pay $30 less a month for my existing landline/broadband deal

jermsie

302 posts

Ultimate Geek

#703240 18-Oct-2012 22:04

Funny that any TC reps avoid these discussions.

– J

quickymart

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#703259 18-Oct-2012 22:39

What happened to NonPrayingMantis?

DonGould

3892 posts

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#703556 19-Oct-2012 15:05

jermsie: Funny that any TC reps avoid these discussions.

No really. I have no doubt that Gary keeps an eye on how much traffic shows up on the issue.

I had an interesting chat with another provider about how they manage to deliver 8 times as much value as TCL the other day.

TCL has a heap of over heads and bigger staff that other providers don't have.

But I also think there's an element of simple good business here at play as well. We're not seeing hundreds of people here or on Facebook complaining about OnNet value.

Other providers are putting value out there to pull customers from the more established providers and grow their business. They're running leaner ships and investing.

I can only comment based on observation, but my observation over the past 18 months is TCL move when pushed, which is sensible business.

Currently we're not pushing at all.

I commented earlier about writing to the minister to apply a bit more pressure, but no one even commented. No one said "that's a great idea" or "how do you see that adding pressure" or "na that's just a naf idea".

That's the sort of stuff a smarter provider would be just watching feed back on. But they should just watch without commenting for really obvious reason.

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quickymart

11245 posts

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#703560 19-Oct-2012 15:10

DonGould: TCL has a heap of over heads and bigger staff that other providers don't have.

They have overheads, yes, but have restructured their staffing levels several times (remember I worked for them). Yet they can't seem to get it together to provide decent, basic customer service. You can't make excuses for that.

jermsie

302 posts

Ultimate Geek

#703573 19-Oct-2012 15:29

DonGould:
jermsie: Funny that any TC reps avoid these discussions.

No really. I have no doubt that Gary keeps an eye on how much traffic shows up on the issue.

I had an interesting chat with another provider about how they manage to deliver 8 times as much value as TCL the other day.

TCL has a heap of over heads and bigger staff that other providers don't have.

But I also think there's an element of simple good business here at play as well. We're not seeing hundreds of people here or on Facebook complaining about OnNet value.

Other providers are putting value out there to pull customers from the more established providers and grow their business. They're running leaner ships and investing.

I can only comment based on observation, but my observation over the past 18 months is TCL move when pushed, which is sensible business.

Currently we're not pushing at all.

I commented earlier about writing to the minister to apply a bit more pressure, but no one even commented. No one said "that's a great idea" or "how do you see that adding pressure" or "na that's just a naf idea".

That's the sort of stuff a smarter provider would be just watching feed back on. But they should just watch without commenting for really obvious reason.

Sure, I'd write to the minister but what is TelstraClear technically doing wrong? Do we even have a case? TC does have a monopoly on the homes that are only serviced by coaxial however.

– J

DonGould

3892 posts

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#703801 19-Oct-2012 22:02

jermsie: Sure, I'd write to the minister but what is TelstraClear technically doing wrong?

No. In fact, from a business point of view I think they've done a lot of things right (when I consider things from the point of view of their business interests).

jermsie: Do we even have a case?

However, TCL's business interests are not my business interests.

The issues that I see, that are relevant, is that people who are running home based businesses on the Internet and for whom the internet is important to them, and have looked into it, have chosen housing on the HFC network in Wellington and Christchurch.

The issue for 'us' is that 'we' want to be keeping pace with our competitors.

If my competitors are able to take advantage of 100/500 with 1Tb of data then they can out pace me.

My observation is that TCL campaigned that over build of their network was not needed because they can deliver UFB capacity services on their network.

jermsie: TC does have a monopoly on the homes that are only serviced by coaxial however.

My argument to the minister is simply that while TCL may have the ability to deliver said value, they're not interested in doing that for perfectly understandable commerical reasons.

However, the users who are already best placed to make use of UFB are already on the HFC network and we're going to be loosing our competitive edge in our market places.

Hence the Minister needs to get CFH focusing Enabled and Chorus on service delivery in the HFC coverage areas to provide 'us' the value 'we' need to remain competitive.

Or she needs to talk with TCL directly and get them focused on delivering market leading value to HFC customers who want it - ie 100/50/1Tb/$200.

So the issue is not about monopolies, it's about the Ministers interest to see service delivery to those who already make the greatest use out of this technology and will make her network look good with SOHO business update.

D

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kaczor47

87 posts

Master Geek

#703913 20-Oct-2012 09:10

Sigh. I called TCL to talk about the current plan I am on, compared to the competition. I was basically told to stop whining since I agreed to a contract. Big mistake to sign up to the 2 year TBox deal. Not only is the TBox acting up, now I am stuck with a lousy data cap until September 2013 (not prepared to overpay any more to bump up my cap). Honestly, I am very close to biting the bullet and terminating the contract. The amount of time I have wasted on the phone dealing with billing issues, performance issues etc is worth more than the termination fee.

itxtme

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#703934 20-Oct-2012 09:44

zaptor: To clarify, the "new" promotional offering:
* I could pay an extra 6 cents more than I currently do, and go from Lightspeed 60GB to Warpspeed 100GB
OR
* Pay $30 less a month for my existing landline/broadband deal

Ok, I have been a TelstraClear cable customer at this address for 3 years, I am not on any contracts. Currently on a lightspeed 40gig plan. Am I correct in thinking if I sign up to their 1 year term they will let me have the matching deal of

- phone
- 100gigs
- free wireless modem

for the promo price of $90 a month??

If that is the case I am more than happy to sign a contract and drop my voip. Who do I call and what do I squeal??

zaptor

741 posts

Ultimate Geek

#704486 21-Oct-2012 22:33

itxtme:
zaptor: To clarify, the "new" promotional offering:
* I could pay an extra 6 cents more than I currently do, and go from Lightspeed 60GB to Warpspeed 100GB
OR
* Pay $30 less a month for my existing landline/broadband deal

Ok, I have been a TelstraClear cable customer at this address for 3 years, I am not on any contracts. Currently on a lightspeed 40gig plan. Am I correct in thinking if I sign up to their 1 year term they will let me have the matching deal of

- phone
- 100gigs
- free wireless modem

for the promo price of $90 a month??

If that is the case I am more than happy to sign a contract and drop my voip. Who do I call and what do I squeal??

The current story I have is that TC will allow InHome/HFC subscribers to switch to a 60GB equivalent of the current 500% More Data promo.
However, YMMV - as the pricing differs depending on the CSR you talk with - seriously.

Klipspringer

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#704589 22-Oct-2012 10:40

zaptor:

The current story I have is that TC will allow InHome/HFC subscribers to switch to a 60GB equivalent of the current 500% More Data promo.
However, YMMV - as the pricing differs depending on the CSR you talk with - seriously.

I have just put this question to Telstraclear, lets see what they come back with.

I am currently on Inhome Naked LightSpeed 60G, although I suspect this deal is only for phoneline/broadband combos? Worth a shot I suppose.

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