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741 posts

Ultimate Geek

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  #791840 2-Apr-2013 18:04
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So... my wee ordeal with this.
I am on the 100gb Telstra plan and was just hoping to swap to the equivalent vodafone plan, saving $30 a month for doing nothing more than officially being on vodafone now. I was also hoping to upgrade my freeview t-box to a sky one, so spending more money but...

Turns out I agreed to a 24 month contract back in Nov 2011 (this I knew about) but what I didn't know was that the plan I signed up for meant that I have to pay $199 to terminate early at any point of those 24 months, even though I distinctly remember a conversation with a CSR about it dropping to $99 after the first 12 months, when I first started being unhappy with telstra last year...

So... Vodafone are unwilling to waive this fee at all, even though I am not technically terminating my plan at all, especially because my original "plan" was a 40gb one which I am not even on any more!
What gets me the most is that absolutely nothing would change about my current plan (unless I added sky) the only difference would be me saving money for the exact same thing. I even said I would be willing to pay a $99 disconnection fee, which I was led to believe a while back was all I would pay.

Two things to end my rant:
1) Vodafone, you could have made instant loyal customers of the telstraclear in home people by swapping us over to the direct matching plan and saving us money (yes not as much profit for you... but customer loyalty should be important!)

2) Any twitter private messages between yourself and telstraclear no longer exist it would seem... as I remember this being one place I queried the termination fees, but I no longer have any messages.

Right.. rant over







566 posts

Ultimate Geek


  #791954 2-Apr-2013 21:34
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Pebbles: Have you seen this page (http://www.telstraclear.co.nz/residential/inhome/early-termination-charges.cfm)?  Perhaps that will help answer why you might have been given a particular answer back then?

Back to the main topic, it does seem strange that Vodafone have chosen to allow upgrade-by-stealth rather than coming out and offering the new pricing to everyone. I'm wondering if its to not have sudden call centre spikes or whether its to try and get people to lock into a new term contract to try and make sure people don't jump ship?

I've been looking in these topics for a clear direction about what the rules are about the new plans but I can't seem to find anything. The website is very vague on things like minimum terms, etc. (For instance is the Phone + 100Gb + TV offer WarpSpeed or LightSpeed?)

One thing I do also wonder is if, as someone who (perhaps foolishly) paid upfront for the TBox, if I switch to one of the new packages will I be forced to pay a monthly fee for it now?

 
 
 
 


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  #792111 3-Apr-2013 09:37
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Just thought I'd add my story here.

I called the 0508 88 88 00 number and talked to a nice CSR who answered the phone as TelstraClear then corrected themselves to Vodafone :)

I explained I'd like to take up the Warpspeed 100GB for $10 more than my 60GB plan. There was some confusion about the pricing and I suggested they visit the Vodafone site to see the $85 option as advertised.
Once that was out of the way the change was done and we arranged a time for a modem upgrade.

There was no mention of a contract term (admittedly i didn't ask) and they kindly told me the new modem was free as I had expected.

566 posts

Ultimate Geek


  #792118 3-Apr-2013 09:42
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Thanks for the info - admittedly I can't recall where I saw the bit on the minimum term - not sure if it was an official piece of info or just hearsay...

Would be good if someone from Vodafone could answer that and my other query if they get a chance.

I must admit its good to see there seems to be a large Vodafone delegation watching the forum. Out of interest though, is Gary still around or has he been shuffled off somewhere else?

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  #792121 3-Apr-2013 09:45
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Gary is still around, but I am not sure if he's got another user on Geekzone to post as Vodafone yet.




 

 

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  #792136 3-Apr-2013 10:01
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freitasm: Gary is still around, but I am not sure if he's got another user on Geekzone to post as Vodafone yet.


Thanks Goodness, Gary was the one representative who really took things on board rather than coming back with some smart alec remark like certain people who will remain unnamed

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Geek


  #792156 3-Apr-2013 10:16
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r2b2: Thanks for the info - admittedly I can't recall where I saw the bit on the minimum term - not sure if it was an official piece of info or just hearsay...

Would be good if someone from Vodafone could answer that and my other query if they get a chance.

I must admit its good to see there seems to be a large Vodafone delegation watching the forum. Out of interest though, is Gary still around or has he been shuffled off somewhere else?


 

It would depend on the package you want to take. There are some options where you do not require a contract but for example if you took T-Box with Sky you would need to either go on to a new 12 or 24 month contract (depending on how long you'd like the T-Box for free ;-) )

 

It would be best to contact the sales and retention team to discuss your wants and needs.

 
 
 
 


566 posts

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  #792164 3-Apr-2013 10:19
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Skee:
r2b2: Thanks for the info - admittedly I can't recall where I saw the bit on the minimum term - not sure if it was an official piece of info or just hearsay...

Would be good if someone from Vodafone could answer that and my other query if they get a chance.

I must admit its good to see there seems to be a large Vodafone delegation watching the forum. Out of interest though, is Gary still around or has he been shuffled off somewhere else?


 

It would depend on the package you want to take. There are some options where you do not require a contract but for example if you took T-Box with Sky you would need to either go on to a new 12 or 24 month contract (depending on how long you'd like the T-Box for free ;-) )

 It would be best to contact the sales and retention team to discuss your wants and needs.


Yeah think thats the best approach - now just gotta get of my arse and do it :)  

(Although hopefully I won't have to pay for TBox at all even without a term as I shelled out the $599 or whatever it was a couple of years ago not to have to pay monthly!)

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  #792194 3-Apr-2013 11:11
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langers1972:
freitasm: Gary is still around, but I am not sure if he's got another user on Geekzone to post as Vodafone yet.


Thanks Goodness, Gary was the one representative who really took things on board rather than coming back with some smart alec remark like certain people who will remain unnamed


Yes Gary is on board in Vodafone now

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Master Geek

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  #792228 3-Apr-2013 11:57
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langers1972:
freitasm: Gary is still around, but I am not sure if he's got another user on Geekzone to post as Vodafone yet.


Thanks Goodness, Gary was the one representative who really took things on board rather than coming back with some smart alec remark like certain people who will remain unnamed


Grrrr - hate using IE8 :-) Yep - still here as as MF and John noted, and still keeping an eye on the old account in case any PMs turn up. Will work with John and the others on the team to help out where we can. As I said to the reporter, we're always happy to talk to customers and see if we can help. We look at things on a case-by-case basis because everyone has different needs. Tom's a good reporter, but the media has limited space to do a story, so you're always best to come to the source for all the detail! :-)

Cheers, Gary

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Master Geek

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  #792232 3-Apr-2013 12:06
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r2b2: Yeah think thats the best approach - now just gotta get of my arse and do it :)  

(Although hopefully I won't have to pay for TBox at all even without a term as I shelled out the $599 or whatever it was a couple of years ago not to have to pay monthly!)


Hi Richard. If you paid for the T-Box up-front (I did too while I was just a customer!) the monthly rental shouldn't apply. If you have any hassles let us know and we'll look into it.

Cheers, Gary

566 posts

Ultimate Geek


  #792239 3-Apr-2013 12:13
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Bowering:
r2b2: Yeah think thats the best approach - now just gotta get of my arse and do it :)  

(Although hopefully I won't have to pay for TBox at all even without a term as I shelled out the $599 or whatever it was a couple of years ago not to have to pay monthly!)


Hi Richard. If you paid for the T-Box up-front (I did too while I was just a customer!) the monthly rental shouldn't apply. If you have any hassles let us know and we'll look into it.

Cheers, Gary


Thanks Gary - I've been dealing with Hayley via the social media email and have requested someone to contact me to discuss what my options are so hopefully I'll get to talk things through with someone soon and hopefully they are on the same page as you :)

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Master Geek

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  #792465 3-Apr-2013 15:36
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r2b2:
Bowering:
r2b2: Yeah think thats the best approach - now just gotta get of my arse and do it :)  

(Although hopefully I won't have to pay for TBox at all even without a term as I shelled out the $599 or whatever it was a couple of years ago not to have to pay monthly!)


Hi Richard. If you paid for the T-Box up-front (I did too while I was just a customer!) the monthly rental shouldn't apply. If you have any hassles let us know and we'll look into it.

Cheers, Gary


Thanks Gary - I've been dealing with Hayley via the social media email and have requested someone to contact me to discuss what my options are so hopefully I'll get to talk things through with someone soon and hopefully they are on the same page as you :)


Hayley's great and knows her stuff.

Cheers, Gary

741 posts

Ultimate Geek

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  #792998 4-Apr-2013 10:49
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Just wanted to update people (even though I semi-hijacked the thread earlier) after the patchy start I have now experienced the superstar that is JohnR in action and voila we have a result! I also think that Gary helped out without me knowing too? As the call I got this morning mentioned an email from said Gary.

So, they have swapped me to the exact match 100gb plan on the vodafone pricing now, with no more termination fee issues and the promise that, after the one change every billing day part, I can upgrade to the 150gb if need be with no hassles either :)

So thank you superstars of Vodafone, I can actually say now I'm much happier to be a vodafone customer than I was at telstra for sure. Also the CSR's are top notch, they actually call back when they say they will.








662 posts

Ultimate Geek


  #793030 4-Apr-2013 11:19
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pebbles: Just wanted to update people (even though I semi-hijacked the thread earlier) after the patchy start I have now experienced the superstar that is JohnR in action and voila we have a result! I also think that Gary helped out without me knowing too? As the call I got this morning mentioned an email from said Gary.

So, they have swapped me to the exact match 100gb plan on the vodafone pricing now, with no more termination fee issues and the promise that, after the one change every billing day part, I can upgrade to the 150gb if need be with no hassles either :)

So thank you superstars of Vodafone, I can actually say now I'm much happier to be a vodafone customer than I was at telstra for sure. Also the CSR's are top notch, they actually call back when they say they will.



Curious. The new 100GB plan you're now on (that no longer has a termination fee/contractual lock-in). Is this for a plan with no T-Box/SkyTV ?

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