Ex telstraclear customers check your bill

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Shoes2468

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#143437 15-Apr-2014 07:28

So last night I received my latest bill from vodafone, I am on the lightspeed 60g plan ever since vodafone took over and changed their plans, must have been about 12 months ago, I was not on a contract prior and was not asked to sign up to another 12 months nor did I know or was it ever mentioned that it was a 12 month promo, anyway this months bill was $75.95 instead on the 55.95 I have been getting charged for the last 12 months, after a 40 minute wait was told it was a promo and the promo period has now finished, they gave me a $20 credit in the interim and I was told a sale rep would call me to discuss my options and see what other promos they could offer me. So far pretty ok with the customer support so far but not impressed they just upped it without even noting it anywhere. Anyone else noticed this?

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#1025310 15-Apr-2014 08:00

@NikT

There was a large promotion of HFC (Cable) 12 months ago that lasted for 12 months.

Cheers

NikT

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#1025312 15-Apr-2014 08:02

A number of those promotions were indefinitely extended to prevent this kind of bill shock - really sorry you got hit by it, never a nice surprise! Glad the team was able to fix this one up for you.

If anyone else is in the same boat, please let me know (Or flick an email to onlinecare@vodafone.co.nz) & I'll get the right folks in touch with you to run through everything you currently have & see if we can find a deal that suits your needs. :)

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freitasm

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#1025436 15-Apr-2014 10:27

TimA: @NikT

There was a large promotion of HFC (Cable) 12 months ago that lasted for 12 months.

Cheers

It was never marketed as promotion back then.

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itxtme

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#1025463 15-Apr-2014 11:17

Agreed, I was never told about a term on it. It wasnt a promotion, nor was I made to sign a contract. I will be very annoyed if the cost increases randomly one billing day

NonprayingMantis

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#1025480 15-Apr-2014 11:33

top tip for the future:

stay away from promos where you get one price for a period, then the price changes. Virtually guaranteed you will forget and you will get stung.

Lots of providers do this. Right now, for example, VFs VDSl is a 'promo' price where at the end of 12 months your price goes up by $10/month.

Telstraclear used to do it all the time too - $75 for 40GB was the headline, but what it actually meant was you piad $75 for the plan with no data, but got the 40GB add-on for free for 12 months, then started paying $40 on top of the $75 plan for it at the end of 12 months. ouch!

D.W

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#1025487 15-Apr-2014 11:43

I am on the same plan, it was listed as their standard plan pricing at the time I switched to it for new users, however if you were an existing customer and called them, they switched you over anyway. My next billing is due in a few days, last month's bill was still at $55.95, I will definitely check my upcoming bill.

Here is the old listing:
http://web.archive.org/web/20130830001632/http://www.vodafone.co.nz/broadband/naked-high-speed-cable/

It states a 'minimum 12 month contract applies', along with "12-Months-Term month term" (however I don't know if this is related to using web.archive).

But no mention of pricing changing to $75.95 after 12 months.

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Shoes2468

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#1025497 15-Apr-2014 11:52

freitasm:
TimA: @NikT

There was a large promotion of HFC (Cable) 12 months ago that lasted for 12 months.

Cheers

It was never marketed as promotion back then.

Yes that's what I thought it was my understanding that the plans were simply upgraded as part of the Vodafone take over.

freitasm

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#1025565 15-Apr-2014 13:31

I asked to be changed and asked explicitly if there was a contract. I was told no there isn't a contract. That was a confusion in the first days of plan. Let's see what happen in my next invoice and if we will need to recover the recording...

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Shoes2468

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#1025779 15-Apr-2014 19:46

Hmm looks like they have reverted me to the pricing listed here http://www.telstraclear.co.nz/residential/inhome/internet/index.cfm 1 day down and I haven't heard anything from the sales team in terms of what they are going offer me, not really sorted in my opion

nickb800

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#1025800 15-Apr-2014 20:47

FFS Vodafone surely after this many close calls (and citations) with the ComCom they would realise that just because they might be able to get away with something legally, doesn't mean that it won't disenfranchise a massive chunk of their current and prospective customers

mattbush

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#1025995 16-Apr-2014 09:11

freitasm: I asked to be changed and asked explicitly if there was a contract. I was told no there isn't a contract. That was a confusion in the first days of plan. Let's see what happen in my next invoice and if we will need to recover the recording...

Same here...def. no contract or term..was done on phone with customer retention team.

It seems that VF are trying to screw customers left, right and center!!! A bit like the extra charging for credit cards etc.

Looking into my crystal ball...I can foresee a lot of customers moving ISP's very soon...

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NikT

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#1026011 16-Apr-2014 09:53

nickb800: FFS Vodafone surely after this many close calls (and citations) with the ComCom they would realise that just because they might be able to get away with something legally, doesn't mean that it won't disenfranchise a massive chunk of their current and prospective customers

Some manual price overrides are falling off because the end dates set by the agents that applied them were a bit premature. No big conspiracy here. :)

They just need to be reapplied and extended if there's no current market deal folks would prefer. Again, anyone in the same boat is welcome to contact myself or the team to have this arranged.

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D.W

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#1026031 16-Apr-2014 10:31

NikT:
nickb800: FFS Vodafone surely after this many close calls (and citations) with the ComCom they would realise that just because they might be able to get away with something legally, doesn't mean that it won't disenfranchise a massive chunk of their current and prospective customers

Some manual price overrides are falling off because the end dates set by the agents that applied them were a bit premature. No big conspiracy here. :)

They just need to be reapplied and extended if there's no current market deal folks would prefer. Again, anyone in the same boat is welcome to contact myself or the team to have this arranged.

So to confirm, if we aren't interested in any of the current plans offered, we can remain on the $55.95 per month plan?

Orsomosaurus

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#1026035 16-Apr-2014 10:34

We had a similar situation - contacted Vodafone to see what had happened with no real response, basically they had unilaterally amended the terms of our agreement which meant we were free to change providers - with the rate the telco market moves, price wise, I would suggest using this to have a look around - heck Vodafone might have a even BETTER deal for you.

NikT

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#1026042 16-Apr-2014 10:41

D.W:

So to confirm, if we aren't interested in any of the current plans offered, we can remain on the $55.95 per month plan?

If you were never put on a term contract for it, and were never advised it was for a set period of time, I can see no reason why not - especially when, as demonstrated here, there are some folks being caught unawares by the price override dropping off. There have been a lot of $55.95 plans over the years, mind you, I assume you're talking about the 60GB one from last year?

There are some neat features of the new Red Home product suite, but if you're happy with what you've got (Aside from the bill shock!), we're certainly happy to keep you as customers. :)

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