[TelstraClear] InHome Broadband, Datacaps and billing frustrations

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jimbojones99

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Topic # 29559 11-Jan-2009 17:29

Hi, apologies in advance if this has already been covered.

I've been with TC cable in Wellington for about 3 years. With Orcon unbundling just around the corner I'm very tempted by their flexible data billing @ a flat rate of $1 per GB.

Can anyone explain the TC billing system? Aside from the frustration of waiting 20-30min on the phone every time I need to adjust my plan (I purchase internet for myself and 5 flatmates) , I find the billing illogical, a point to which the always-friendly customer service staff concede. The TC site says you may adjust your plan once per month, every time I have done this it has involved another call to the service desk to arrange a credit for over-charge.

I think this is what's supposed to happen: say I use my 20gb after 15 days; call to bump plan to 40gb; get charged $109.95 (40gb) and refunded $79.95 (20gb) on next month's bill. More often they charge for both, but refund the lesser amount after another tiresom call. Charges do not seem to be pro-rated. However, the usage meter is always reset, so the temptation is to keep resetting to 20, then upgrade to 40, for a total of 60gb for the price of 40, Or give up and get stung for $3 per GB over.

At the very least the ability to manage my own plan would be advantageous. Why, after three years, I'm paying more than when I joined is incomprehensible. The inflexibility with the current system may be the final straw. TC's BB has been superior since the network upgrades, but I put up with years of problems before they finally sorted that out so my loyalty is at an all time low.

Any help or hints appreciated regarding the billing of cable data.

Regards,
Jim

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Reply # 188823 11-Jan-2009 17:41

So you change your plan every month just so you can get 60GB for the price of 40?

jimbojones99

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Reply # 188824 11-Jan-2009 17:50

I change plans if it looks like we'll go over the 20 cap by a large enough margin for it to make financial sense to (it is hard to precisly predict the monthly usage of 5 flatmates). This happens about one month in three. It appears that this is beyond TC's billing system, as we either get under or over billed, or more specifically, both.

rossmnz

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Reply # 188965 12-Jan-2009 13:28

I havethe maxspeed 10GBs plan and get charged at $2.50 per GB if i go over my allowance.
I found its cheaper to pay that way than to upgrade to the 20GB plan

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Nety

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Reply # 188983 12-Jan-2009 14:15

jimbojones99: I change plans if it looks like we'll go over the 20 cap by a large enough margin for it to make financial sense to (it is hard to precisly predict the monthly usage of 5 flatmates). This happens about one month in three. It appears that this is beyond TC's billing system, as we either get under or over billed, or more specifically, both.

Wow is all I can say. I am amazed that Telstra will even let you do this. You are making them do a truckload of admin work so you can save a couple of bucks....

Now I know that their plans are not that great and I also find it mind boggling that they have put up their charges when everyone else is reducing theirs but I have to take my hat off to them for flip flopping between plans for you. It is not the way the system is set out to work. If you go over 20gig then pay the extra data or switch to the 40gig plan and stay there.

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w2krules

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Reply # 189113 13-Jan-2009 01:34

If you're used to the performance and reliability of cable broadband, think long and hard before you change to Orcon. Just check out some of the recent Orcon forum posts...

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BurningBeard

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Reply # 189194 13-Jan-2009 13:16

I sure as hell wouldn't expect them to keep changing me like that... when I was flatting we just experimented then settled on the optimal plan. The 40g was enough in the end.

Heh, the flatmate was German too... couldn't believe we had data caps at all!

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DeBoyWonder

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Reply # 189824 15-Jan-2009 18:33

Hey Dude,

I work in the cable department of TelstraClear but for legal reasons the following is completly unofficial and does not formally represent TelstraClears views, Terms & Conditions etc.

All good? Groovy.

Ok, so it works as follows:
Month 1 - You are on 20Gb.
Lets say for arguments sake that EXACTLY half way through the month you use all 20Gbs. You call us and then upgrade to 40Gb.
Effective midnight that night, your usage resets to zero providing you with a fresh 40Gb for the rest of the month. Effectively 60Gb total for the month.

Now the charges. You will be charged pro rata for the 20Gb so you get charged half. On top of that you also get a pro rata charge for the 40Gb. On top of both of those charges, you also get charged one month in advance for the 40Gb plan.

Half the charge for 20Gb + Half the charge for 40Gb + Month 2 in advance = Month 1 total charges.

It's obvious why it is so confusing more so if you change every single month.

If you are not receiving the pro rata charges and being charged full months it would deff be worth calling to have your bill investigated to ensure all services are allocated correctly.

Hope this helps!

jimbojones99

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Reply # 189827 15-Jan-2009 18:50

Thanks a lot for that lucid explanation, I got the strong impression that that several of the (always lovely) folks who served me over the phone weren't sure of this themselves. Still hanging out for a less punative way to allocate data (ala Orcon), but we live in hope.

Thank's again for the helpful reply,
Jim

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Reply # 189845 15-Jan-2009 20:14

Oh yes.. please move over to Orcon as I sure like the fact that TCL doesn't have to deal with you (and your flat) to change your internet plan from month to month... The sooner you go over to Orcon and complains at their forum (hehehe)

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jimbojones99

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Reply # 189849 15-Jan-2009 20:32

And as for the rest of you Telstra apologists, by all means keep happily shoveling them your $1000 dollars a year. Hell, why not pay them $1500 just in case, as it sure cuts down on administration at their end. Remember Theresa "confusion as a marketing tool" Gattung? It's thanks to folks like you that we are paying more for our 20gb now than we were three years ago. The system needs an overhall, and it's not going to happen unless someone gripes from time to time.
Cheers,
Jim

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Reply # 189856 15-Jan-2009 20:51

Does it ever occur to you that we actually do like theTCL services and happily paying for this service rather than going back to use ADSL?

I am happy to only have one bill for all the services like digital tv, cable internet and phone lines. But as for you, you're quite happy to give yourself the troublesome work of switching plans - I am like with other members here, puzzled why TCL is still quite happily accommodate difficult customer like you.

I do hope that from this, they'll learn your intention and perhaps be introducing a limit or how frequent one can change plan like schizophrenia.

There's no confusion in TCL's billing, the confusion is at your own part due to your own requests to switch plan so frequently that it made your bill so troublesome to read and to understand. The obvious fact was the pro-rata of two plans in a month.

BUT it's your account, your line, your request, your life, then ultimately, your confusion... so don't blame TCL and others customers for your own created confusion. Kay?

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BurningBeard

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Reply # 189928 16-Jan-2009 07:19

chiefie: Does it ever occur to you that we actually do like theTCL services and happily paying for this service rather than going back to use ADSL?

I am happy to only have one bill for all the services like digital tv, cable internet and phone lines

Exactly my reasons for staying loyal to Telstra. My cable is absolutely smokin'.

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Nety

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Reply # 189939 16-Jan-2009 09:24

jimbojones99: And as for the rest of you Telstra apologists....

I never tried to apologise for Telstra. I was simply trying to point out to you that you are expecting a system to work in a way that it was never intended to be used. Do you do the same with your cell phone? Land line? hell the list goes on... insurance, power company, credit card....

It is simply not a way that people or businesses expect you to use services and not how people want to use their services. If I tried to use your idea of flip flopping between different plans for all the services I pay for it would be a full time job just working out which is the best plan for each month then working out what you have been billed and if it is right or wrong and chasing it up. Sorry but I have better things to do with my time.

martyyn

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Reply # 189945 16-Jan-2009 09:56

Why should someone who changes their plan every month considered a 'difficult' customer ?

If Telstraclear allow you to do it they should be able to accomodate that request with the minimum amount of fuss and effort.
I applaud the OP for phoning them up and changing the plan on a regular basis rather than pay the overage aswell as getting an extrra 20Gb if necessary.
If more people did this perhaps ISP's would realise that their caps are too restrictive and do something about it.

lchiu7

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Reply # 189946 16-Jan-2009 10:02

Every month when I get my TCL bill (triple play 40G) I wonder if I should move given the cost exceeds $200. But I stay because of the service, not the pricing. I just wish they had 1) a better usage meter and 2) better plans (meaning more competitive and flexible)

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