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6 posts

Wannabe Geek
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Topic # 128682 19-Aug-2013 19:42
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I've tried a few searches but wasn't able to find anything - if there is a previous topic on this please point me in that direction :)

To my question/issue:

I signed up with Vodafone last December on a 12 month plan for landline/ADSL. I recently switched to their InHome Plan (used to be offered by TelstraClear) and am now getting a bill for a $199 early termination fee. A few years back (also with VF) I switched from a landline/ADSL plan to a naked broadband plan and didn't have to pay a termination fee. 

In my mind, I shouldn't have to pay now either since I'm still staying with Vodafone and switching plans (both plans are advertised on the VF website as being a VF product). Unfortunately on the other end the former TelstraClear part is still separate and I'm switching providers according to VF Fixed Line/Broadband, getting a new customer number etc.

I understand that it takes time to make it 'one company' in terms of customer databases etc but I don't really understand the termination fee when I'm effectively staying with Vodafone...

Can someone explain the reasoning behind this? It's been a long day so I haven't called them up yet to ask why I'm being charged the fee but can/will do that tomorrow.

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6434 posts

Uber Geek
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  Reply # 881185 19-Aug-2013 19:48
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Just ask them. It's probably just a billing error caused by the lack of integration between the two companies at this point.

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  Reply # 881190 19-Aug-2013 19:53
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Did you ask about an ETC before you changed?


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  Reply # 881191 19-Aug-2013 19:55
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Simply staying with the same company doesn't guarantee that there will be no early termination fee. Talk to them, they may waive it, it depends on the circumstances.




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Wannabe Geek
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  Reply # 881196 19-Aug-2013 19:59
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Sbiddle: No I didn't ask, which may have been my mistake it seems and I accept that. I didn't really think about it since I thought it's still the same company. 

Inphinity: Yeah I'll be ringing them tomorrow and ask but just wanted to check here first in case someone had been in the same situation. 

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  Reply # 881204 19-Aug-2013 20:09
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schlumpf: Sbiddle: No I didn't ask, which may have been my mistake it seems and I accept that. I didn't really think about it since I thought it's still the same company. 

Inphinity: Yeah I'll be ringing them tomorrow and ask but just wanted to check here first in case someone had been in the same situation. 


Just because you're staying with the same company doesn't mean ETC's won't apply.

To use a slightly different example - with UFB the ISP signs a 12 month contract with the LFC or Chorus to provide service at your address which they're bound by even if you move.

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Ultimate Geek
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  Reply # 881316 20-Aug-2013 02:06
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Hi Schlumpf

Definitely get in contact either by email (via the website) or on the phone and loop me in and I'll try to help things along.




Channel Manager, Help & Support @ Vodafone NZ


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  Reply # 881320 20-Aug-2013 06:43
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I would think this would be normal practice, but I would be surprised if Vodafone didn't waive it!

I find in these situations in the past they have been more than agreeable, helpful even!

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Ultimate Geek
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  Reply # 881339 20-Aug-2013 08:27
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Hi there

Our 12 month term with $199 early termination charge on ADSL normally covers the ADSL install and modem, which are $101.20 and $149 respectively, so $250.20 all up.

I can see an argument both ways here. If you private message me your account and contact info I'll look into it and ask for more info from the InHome cable side as well.

Cheers

Dylan

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  Reply # 881346 20-Aug-2013 08:38
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I presume the termination charge was for the plan, not for the company. I can see both sides as well, you've probably broken the contract and Vodafone won't recover costs like the modem, but going to another Vodafone plan perhaps they'll cut you a break and reduce the ETC.




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  Reply # 881371 20-Aug-2013 09:14
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schlumpf: I've tried a few searches but wasn't able to find anything - if there is a previous topic on this please point me in that direction :)

To my question/issue:

I signed up with Vodafone last December on a 12 month plan for landline/ADSL. I recently switched to their InHome Plan (used to be offered by TelstraClear) and am now getting a bill for a $199 early termination fee. A few years back (also with VF) I switched from a landline/ADSL plan to a naked broadband plan and didn't have to pay a termination fee. 

In my mind, I shouldn't have to pay now either since I'm still staying with Vodafone and switching plans (both plans are advertised on the VF website as being a VF product). Unfortunately on the other end the former TelstraClear part is still separate and I'm switching providers according to VF Fixed Line/Broadband, getting a new customer number etc.

I understand that it takes time to make it 'one company' in terms of customer databases etc but I don't really understand the termination fee when I'm effectively staying with Vodafone...

Can someone explain the reasoning behind this? It's been a long day so I haven't called them up yet to ask why I'm being charged the fee but can/will do that tomorrow.


 

Hi Schlumpf,

 

I look after the team that oversees this process, if you haven't already forwarded your details to one of the Vodafone reps in this forum please send me a PM with either of your account numbers (old ADSL or new InHome) and I will look into this.

 

Thanks.



6 posts

Wannabe Geek
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  Reply # 881375 20-Aug-2013 09:19
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Thanks Skee, I PM'd Dylan a few minutes ago.



6 posts

Wannabe Geek
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  Reply # 881416 20-Aug-2013 10:11
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Dylan (and Skee) have been very helpful and sorted this out for me- thanks again!! Topic can be closed :)

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