Moving House - Forced plan change...

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Wade

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#115856 9-Apr-2013 12:45

I'm an existing customer out of contract and moving house in a couple of weeks and wife has been on the phone to arrange broadband & phone for new house only to be told we cannot move our legacy plan so we have to pay more plus we either have to pay a install fee or sign a new term contract. Is this correct and my only option?

It seems weird that your team would want to upset an existing customer and effectively push us into a position to review the current market and probably switch providers to secure a similar deal to what we have enjoyed for the last 2 or 3 years....

johnr

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#795583 9-Apr-2013 12:47

Yes as the move costs Vodafone as well so the cost is passed onto the customer, Vodafone has to get this back one way or another, New contract or charge customer

Customers need to understand 3rd party vendors that do work in the back ground charge the retail service providers for work done, They do not do the work for free

Wade

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#795592 9-Apr-2013 12:57

I understand the reconnection fee and it being waived in lieu of a term contract, no issue, why do I have to relinquish my existing plan? Am I effectively becoming a new customer by changing address?

johnr

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#795597 9-Apr-2013 13:02

Wade: I understand the reconnection fee and it being waived in lieu of a term contract, no issue, why do I have to relinquish my existing plan? Am I effectively becoming a new customer by changing address?

No but if you are getting a new contract term then new contract terms can not be signed / agreed to on EOL plans

What plan are you actually on?

NonprayingMantis

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#795608 9-Apr-2013 13:18

you might be the only customer left on that old plan (or there might be so few customer on it that it is unprofitable) and as such for Vf to maintain it will cost them far more than the profit you bring in. So if you refuse to move to a new plan it is entirely possible that VF would actually prefer you to leave.

Batman

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#795620 9-Apr-2013 13:46

sounds like the saying

all good things must come to an end

is true

mattwnz

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#795630 9-Apr-2013 13:53

If you tell them you are going to move to another provider, they may help. But if you have found a better provider offering a better deal then it is possibly win win for you. Customer loyalty in a low margin sector doesn't mean as much as it used to I have found.

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sbiddle

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#795678 9-Apr-2013 15:03

You could also be on a legacy ULL plan now but will move to a wholesale UBA connection when you move.

Wade

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#795705 9-Apr-2013 15:51

Its the predecessor to the current plan $90/mth 80gb, nothing fancy, stepping down a level is not going to cut it as we use between 60 & 80gb but spending $15/mth extra for something we don't need (extra bandwidth on the latest plan) winds me up. There is nothing exciting out there from any provider hence we were happy to stay with vf on existing plan

Demeter

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#797041 10-Apr-2013 11:29

Wade: Its the predecessor to the current plan $90/mth 80gb, nothing fancy, stepping down a level is not going to cut it as we use between 60 & 80gb but spending $15/mth extra for something we don't need (extra bandwidth on the latest plan) winds me up. There is nothing exciting out there from any provider hence we were happy to stay with vf on existing plan

Hi Wade,

Sorry about the hassle. As explained before, unfortunately we can't let you sign up to a contract to waive the relocation fee unless you sign up to one of our newer plans. If you were on Broadband Ultimate you should have been charged around $90 a month with one best mate, is this correct?

The new plan you're being offered comes with free national anytime calling up to a 2 hours limit, and 5 Best Mates you can use for mobile numbers you call frequently. It seems a little bit dearer than you are paying now, but in the long run has the potential to save you rather a lot off your monthly bill, or at least make calling frequently a more viable option. It also has an extra 20GB data. While you may not be using it just yet, it would be worthwhile considering future needs since you are reviewing your plan.

Cheers,
Lon

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#797091 10-Apr-2013 12:17

what about staying on current plan and paying relocation fee?

Demeter

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#797102 10-Apr-2013 12:19

joker97: what about staying on current plan and paying relocation fee?

That's always an option. I got the impression that it wasn't a desired option, however.