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michaelmurfy

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#185680 1-Dec-2015 16:19
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I manage my parents account who is currently with WXC for VoIP / Internet, the service has been really good but got the bill today with a $30 charge for calling 090036630 (something my parents wouldn't knowingly do).

When I signed up to WXC I thought I did have a toll bar active or so I thought to disallow outgoing premium rate numbers and expensive overseas numbers - normally something you do with any VoIP service and what I consider to be a best practice. I phoned up to inquire with why this call was passed through and billed (since I thought I had a 0900 block) and they stated there was no block, and it'll be $5 per month to add. Now, with their previous provider (2talk) I could block this in their control panel for free.

With Spark an outgoing 0900 block is a free service or at-least used to be, other providers it is normally free too so is this fee really justified?




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dimsim
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  #1438723 1-Dec-2015 16:32
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sounds like a rort to me. this is akin to charging for caller-id.

michaelmurfy

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  #1438727 1-Dec-2015 16:39
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dimsim: sounds like a rort to me. this is akin to charging for caller-id.


This is why I don't feel the $5 fee is really justified. It is VoIP and a very simple thing to do and plus it doesn't actually cost them anything to do so either. It should be a feature they should offer for free to all customers to prevent bill shock etc.




 
 
 
 


dimsim
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  #1438732 1-Dec-2015 16:55
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michaelmurfy:
dimsim: sounds like a rort to me. this is akin to charging for caller-id.


This is why I don't feel the $5 fee is really justified. It is VoIP and a very simple thing to do and plus it doesn't actually cost them anything to do so either. It should be a feature they should offer for free to all customers to prevent bill shock etc.


if it's something the user portal cant handle (i cant see why that would be) and that a CSR has to do then maybe a one-off $5 charge for them to implement might at a stretch be justifiable - but I agree this should be a free service.

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  #1438796 1-Dec-2015 18:29
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dimsim:
michaelmurfy:
dimsim: sounds like a rort to me. this is akin to charging for caller-id.


This is why I don't feel the $5 fee is really justified. It is VoIP and a very simple thing to do and plus it doesn't actually cost them anything to do so either. It should be a feature they should offer for free to all customers to prevent bill shock etc.


if it's something the user portal cant handle (i cant see why that would be) and that a CSR has to do then maybe a one-off $5 charge for them to implement might at a stretch be justifiable - but I agree this should be a free service.


I believe the portal handles it for their VFX Plus product but not for the standard service.




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