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Master Geek

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Topic # 28664 8-Dec-2008 10:14
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Unbelievable - had a call today saying that our 0800 number was down. Called customer support who told me that it was disconnected 2 months ago after they tried calling me on my cell phone (which I carry 24/7) regarding a query

FFS!




Ben Kepes
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Ultimate Geek
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  Reply # 182688 8-Dec-2008 10:24
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I have to say that is pretty bad... I had the same thing with an account suspension. The email was sent to my xnet address which I never use! Could have rung me as I do host websites on my xnet connection

xpd

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  Reply # 182694 8-Dec-2008 10:45
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Yup, similar issue here, account got suspended because I didnt reply to an email they sent to my Xnet address.
Told the CSR I only use my domain accounts for email, anything else I ignore, he was fine with that, just forwarded the email to me which I read and got under way again.

Orcon (and even Vodafone/IHUG to a point) ask what email address you want contact made via rather than forcing you to use their own one, which is great.




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  Reply # 182725 8-Dec-2008 12:54
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Telecom also give you the option of specifying your own (non-xtra) email address.




.....c'mon sucker lick my battery........
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  Reply # 182751 8-Dec-2008 15:11
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Disconnecting a service because they couldnt call you is totally inexcusable.

I would be making an official complaint and expecting compensation for it. Would be worse if you lost the number to someone else.




Richard rich.ms

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  Reply # 182780 8-Dec-2008 16:05
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I'm sure some one will start  "I'm happy with Xnet'' topic soon..... and this goes in circle

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Master Geek


  Reply # 182784 8-Dec-2008 16:15
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Best still,
 they carried a tag with 'Xnet the best ISP in NZ'

yup right?

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Master Geek


  Reply # 182818 8-Dec-2008 18:28
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richms: Disconnecting a service because they couldnt call you is totally inexcusable.

I would be making an official complaint and expecting compensation for it. Would be worse if you lost the number to someone else.

Unforntuantly you might not get to far with this, as there is a law if a company has emailed you it is sufficent, even if you do not receive/disgard the email. Just like the postal rule, if a company sends you a letter and it is correctly addressed means they can take action stated in that letter even if you throw it in the bin.
However I think the option of stating your email would be a better option

Andysh



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Master Geek

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  Reply # 182821 8-Dec-2008 18:37
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more important than the legalities are the fact that;

  1. world exchange have our phone numbers
  2. world x change have (had) our 0800 number
  3. world x change know my cell phone number
  4. world x change knows my email address
Yet despite all of this they still disconnected us

Sheesh




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Reply # 182831 8-Dec-2008 19:45
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andysh: Unforntuantly you might not get to far with this, as there is a law if a company has emailed you it is sufficent, even if you do not receive/disgard the email. Just like the postal rule, if a company sends you a letter and it is correctly addressed means they can take action stated in that letter even if you throw it in the bin.
However I think the option of stating your email would be a better option


Sorry andysh but your statement makes no sense whatsoever: "law if a company has emailed you it is sufficent (sic)". More specifics please? Links? In what cotext? Notification of change or services, notification of billing? One attempt, two attempts?

No, it doesn't make sense...




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Master Geek


  Reply # 182866 8-Dec-2008 21:58
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freitasm:
andysh: Unforntuantly you might not get to far with this, as there is a law if a company has emailed you it is sufficent, even if you do not receive/disgard the email. Just like the postal rule, if a company sends you a letter and it is correctly addressed means they can take action stated in that letter even if you throw it in the bin.
However I think the option of stating your email would be a better option


Sorry andysh but your statement makes no sense whatsoever: "law if a company has emailed you it is sufficent (sic)". More specifics please? Links? In what cotext? Notification of change or services, notification of billing? One attempt, two attempts?

No, it doesn't make sense...

Sorry, I am a bit of track actually :( But the postal rule is for mainly contract law, and how the contact is accpeted when you post the letter. I also remember the lecturer talking about how if a company has made an attempt to contact you, such as posting a letter, even though you do not read it, they can still terminate your services (considering you haven't paid your bill etc).

Even though (I believe) there has been no set rule for email, I believe they still treat Email as the postal rule, so Xnet contacting you via email, even though you haven't read the email, can terminate services. 

I still think though, for Xnet, a call would be a lot better for something like this, (terminating services) as it makes sure the customer is fully aware of the issue.

Andysh

P.S. I think I had dug myself a hole...


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Ultimate Geek


  Reply # 182926 9-Dec-2008 10:14
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More on law.....

andysh, The "postal acceptance rule" has more to do with time, in that it is deemed that the "sent" time is when the action was done.  (Eg:  Put a letter in the postbox, attempted fax, etc)

What is going on here, would be whether it was sent correctly to a party at all.  In terms of company correspondences, it is crucial that the Companies Register is checked, so that the correct contact address is used.  This does not have much to do with the postal acceptance rule you're talking about.

Issue as above would come much more under consumer law, and just a bit of contract law, if their terms & conditions stated something like "all correspondences would be sent to your xnet email"..... (which I doubt)

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Master Geek
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  Reply # 182993 9-Dec-2008 14:18
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I would expect an official physical letter with an appropriate notice period before any disconnection.

A good ISP would at least follow-up with a phone call, as a good ISP wouldn't want to upset (/loose) their customers unnecessarily.

I don't believe email communication alone is good enough for an essential communications service.

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