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Huchiz

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#193565 15-Mar-2016 12:46
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***On mobile, changing from $29 plan to $19 plan, they want to charge me a $19 processing fee. 

 

***On home boardband, they recent increased the cost from $80 to $85, despite we have signed the contract. Is that even legal? I have not time going through the T&C.

 

 

 

Without need to say, if nothing improves, I will switch to 2degrees when my mobile credit is over and move to another ISP when the boardband contract is due.

 

 

 

***Update: The $19 seems to be a website hiccup. Rang the customer service and did the switch over with no problem. Thanks. 

 

 

 

 


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Behodar
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  #1513675 15-Mar-2016 12:50
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Regarding broadband, I believe that it is legal, but that you're able to terminate the contract with no additional fee. Don't quote me on that though!


 
 
 

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dylanp
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  #1513680 15-Mar-2016 12:55
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I haven't heard of the $19 mobile processing fee. Is that changing between prepay plans? If not would be good to know which plans and what exactly was said.

 

More details about the broadband price increase on our site here http://www.vodafone.co.nz/comcompriceincrease/


Behodar
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  #1513681 15-Mar-2016 12:57
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Might want to tell the Web team that they've used the wrong "effect" in the second paragraph :)




Huchiz

221 posts

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  #1513701 15-Mar-2016 13:39
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dylanp:

 

I haven't heard of the $19 mobile processing fee. Is that changing between prepay plans? If not would be good to know which plans and what exactly was said.

 

More details about the broadband price increase on our site here http://www.vodafone.co.nz/comcompriceincrease/

 

 

 

 

Yes, it is switching from Prepay carry over 29 to 19. 

 

The $19 fee seems to be a website hiccup, but it shows in the "details" section. As I had $23 in credit (less than 19+19), it doesn't allow me to do that. Rang the customer service and did the switch over with no problem. Thanks. 

 

 

 

 


Jaxar
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  #1513714 15-Mar-2016 13:56
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Huchiz:

 

 

 

***On home boardband, they recent increased the cost from $80 to $85, despite we have signed the contract. Is that even legal? I have not time going through the T&C.

 

 

 

Without need to say, if nothing improves, I will switch to 2degrees when my mobile credit is over and move to another ISP when the boardband contract is due.

 

 

 

 

It is covered in the T&C just to save ya the read. It doesn't happen very often and there are threads floating around across various ISP sections why it happened this time.

 

Additionally I think you'll find the pricing on broadband is fairly comparable  from ISP to ISP for like to like plans. For example comparing 2 degrees Naked ADSL plans with VF there is only a 1 cent difference in the plans.





Please note: I have a professional bias towards Vodafone.

networkn
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  #1513722 15-Mar-2016 13:57
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Heh I wouldn't consider a $5 increase worth switching ISP's over, esp to 2D :) 

 

 


dylanp
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  #1513741 15-Mar-2016 14:25
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Behodar:

 

Might want to tell the Web team that they've used the wrong "effect" in the second paragraph :)

 

 

 

 

Done. I'm sure they'll love that one.




dylanp
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  #1513795 15-Mar-2016 15:40
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Huchiz:

 

dylanp:

 

I haven't heard of the $19 mobile processing fee. Is that changing between prepay plans? If not would be good to know which plans and what exactly was said.

 

More details about the broadband price increase on our site here http://www.vodafone.co.nz/comcompriceincrease/

 

 

Yes, it is switching from Prepay carry over 29 to 19. 

 

The $19 fee seems to be a website hiccup, but it shows in the "details" section. As I had $23 in credit (less than 19+19), it doesn't allow me to do that. Rang the customer service and did the switch over with no problem. Thanks.

 

 

 

 

Thanks for the heads up. So I can follow that up can you tell me more about the steps you took please? Were you using the website version of My Vodafone to change your prepay plan, or was it in the app or another method? If possible would be helpful to have a rough idea of the path you took so I can replicate it with the My Vodafone team.

 

Thank you


Huchiz

221 posts

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  #1514017 15-Mar-2016 22:20
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dylanp:

 

Huchiz:

 

dylanp:

 

I haven't heard of the $19 mobile processing fee. Is that changing between prepay plans? If not would be good to know which plans and what exactly was said.

 

More details about the broadband price increase on our site here http://www.vodafone.co.nz/comcompriceincrease/

 

 

Yes, it is switching from Prepay carry over 29 to 19. 

 

The $19 fee seems to be a website hiccup, but it shows in the "details" section. As I had $23 in credit (less than 19+19), it doesn't allow me to do that. Rang the customer service and did the switch over with no problem. Thanks.

 

 

 

 

Thanks for the heads up. So I can follow that up can you tell me more about the steps you took please? Were you using the website version of My Vodafone to change your prepay plan, or was it in the app or another method? If possible would be helpful to have a rough idea of the path you took so I can replicate it with the My Vodafone team.

 

Thank you

 

 

No problem. I used My Vodafone app on Android first, but it didn't show the $19 plan option. So I logged in the website on Mac, the $19 plan option showed. While I could proceed, the system showed error/unsuccessful and advised me to call customer service. At the same time, I found out that I have cancelled the $29 plan by doing the above, so I was in causal rate this afternoon before I called customer service. 

 

I have definitely read something like "you will be charged $19 fee" in the plan "detail" area, it did look like some sort of "additional fee" rather than normal charge for the plan itself. I should have done the screenshot. :D


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