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232 posts

Master Geek
+1 received by user: 8

Topic # 110913 18-Oct-2012 22:54
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When I signed up to the special 12 month deal back in Feb I knew we would be moving before the 12 months was up, the guy who signed me up promised we could have one free house move. Sure enough when I rang up to book the house move they would not honour this, saying I had to pay the $60 moving house fee. I escalated this issue as much as possible, kept getting fobbed with they would talk to their supervisor and that we should call back in a few days. When I was firmly told their was no way they could waiver the fee, I said I wish to cancel my account, bite the bullet and pay the $200 early disconnect fee. 
At this stage I was put on hold while she transferred me to the cancellation team, only to come back 5 mins later saying the lines were too busy (no fcuking surprises there!) and to call back later. A few days later I call back, straight to cancellation, when asked why I wished to cancel I explained the issue with the moving fee, again told there was no way they could waiver it. Fine, I'll go ahead with the cancellation. You realise this will incur a $200 early disconnection fee? Fine, I'm happy to pay it to end their service. Then the clanger... "We've already started processing the moving order, we might charge the $60 moving fee as well". WTF? 
Then to rub salt into the wounds, we don't move until next Friday. They can only process the cancellation immediately, otherwise we will definitely have to pay the moving fee. So I'm now paying $260 all up to have no phone (don't care) or internet (do care) for over a week. I nearly loose it on the phone, advised the best course of action is to wait and see if it comes up on the bill, if it does to then dispute it. When tell her this is unacceptable she suggests use the complaints form on the website. I did this. Also tweeted TelstraclearNZ. And emailed the CEO of Telstraclear. 

The above issue with the moving fee is just one of the many issues I've had so far with them. Here is the complete list; 
1. Internet not working for the first week, after many phone calls (hold time record was 42 mins) they sent a tech to the exchange, fixed the issue. It was IMPOSSIBLE to get an update on when this would be fixed, but advised that if no fault was found at the exchange then the tech would need access inside the house so someone would need to be home, of course unable to tell me which day this might be so can organise time off work. Thankfully wasn't needed in the end. Also no discount on the bill for the not working internet, had enough of being on hold to ring up and chase.
2. Internet speeds are very poor. We live close to the exchange etc, speeds are ok during the day, but always come to crawl in the evening ie over subscribed. 
3. Youtube is a ffin joke. I don't watch much youtube but the odd 1 min video clip, I don't expect it to start buffering every 20 seconds or so. On my iPhone I actually get better performance watching Youtube by turning off the wifi and using my mobile carrier's 3G connection. Again is more noticeable in the evenings.
4. iSky and Telstraclear don't talk nicely to each other, get buffering every 4 seconds without fail. Many threads about it, mainly to do with Telstraclear not doing peering so iSky is streaming from LA. Other people have escalated this, only to be told that Telstraclear are aware of the issue but aren't prepared to do anything to fix it. 
5. $75 for 40GB was ok when I signed up, but discovered over time with 2 iPhones, a laptop and a PC that this just doesn't cut it so rang up asking to upgrade to the 60GB plan, happy to pay the $10 difference. Told that because technically with the special deal I'm on that I get the $30 40GB for free, that for 60GB I would have to pay the full $40 extra, for a total of $115. That's actually the same price as staying on 40GB plan and paying the $2 per GB overage fee for the extra 20GB! 

Of course in retrospect I should have kept a dairy of all my phone calls to them, just didn't think customer service could be this bad.

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566 posts

Ultimate Geek
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  Reply # 703398 19-Oct-2012 09:45
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Hi Monza. Sorry to hear that you've had some problems. If you PM your account number and a contact number and name I'll escalate this and get someone to sort it out for you.

Again, apologies for the experience.


19282 posts

Uber Geek
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  Reply # 703406 19-Oct-2012 09:59
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Did you get it in writing from the sales person?

232 posts

Master Geek
+1 received by user: 8

  Reply # 703484 19-Oct-2012 12:38
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johnr: Did you get it in writing from the sales person?

Unfortunately not. In hindsight of course I should have, taking that on the nose as a learning experience.

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