Wow! I knew One's CS was bad - but not this bad!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Wow! I knew One's CS was bad - but not this bad!

Aucklandjafa

398 posts

Ultimate Geek

#320137 10-Jul-2025 07:37

This is no joke.

Moved to One NZ, got connected a week ago (3 July), have just received my first account and my first month's charge was backdated to 11 June.

I thought, ok, no biggie, I'll call them to get a credit for the overcharge.....

Without telling no word of a lie, the CSR said One NZ's policy is to start charging from the day you REQUEST the service.

Is there anyone on here that can confirm this?

Frozenfox

9 posts

Wannabe Geek

#3392598 10-Jul-2025 08:13

A few questions:

When you say "Moved to One NZ", is that for mobile or broadband?
If Mobile, did you bring your number (port) from another provider, or is it a new number?
If Mobile, did you get a physical SIM and if so, was it from a retail store or online & shipped to you?
What is the invoice date on the invoice? (top right of the bill)
Did you have any issues when you "Moved to One NZ"?

Note that One NZ charge a full month in advance, so when you connect part way through the month, on your first invoice you are charged a part month charge from the activation date, through to your billing cycle date, then a month in advance. The second invoice will just show a single full month in advance charge.

Aucklandjafa

398 posts

Ultimate Geek

#3392599 10-Jul-2025 08:23

Frozenfox:

A few questions:

When you say "Moved to One NZ", is that for mobile or broadband?
If Mobile, did you bring your number (port) from another provider, or is it a new number?
If Mobile, did you get a physical SIM and if so, was it from a retail store or online & shipped to you?
What is the invoice date on the invoice? (top right of the bill)
Did you have any issues when you "Moved to One NZ"?

Note that One NZ charge a full month in advance, so when you connect part way through the month, on your first invoice you are charged a part month charge from the activation date, through to your billing cycle date, then a month in advance. The second invoice will just show a single full month in advance charge.

Moved my internet/fibre connection over.

totally understand pro-rated bills and paying a month in advance - but the prorate part should be from the day you’re connected until the end of the billing month (plus the additional month).

To say you get charged from the day you request the service is taking the piss.

Frozenfox

9 posts

Wannabe Geek

#3392607 10-Jul-2025 08:37

That is strange, the day you started receiving service (Connection Date / Activation Date) is when the billing should start. I cant see how they can change that, as they cant bill you for a service they haven't provided.

Did you get an email confirmation for your order and it showed the 3rd July as the planned activation date, or a welcome email dated the 3rd July? Could they have somehow activated you on the day you submitted the request (assume the 11th June) and not advised you. It does sound very strange and worth chasing them.

Aucklandjafa

398 posts

Ultimate Geek

#3392610 10-Jul-2025 08:47

Frozenfox:

That is strange, the day you started receiving service (Connection Date / Activation Date) is when the billing should start. I cant see how they can change that, as they cant bill you for a service they haven't provided.

Did you get an email confirmation for your order and it showed the 3rd July as the planned activation date, or a welcome email dated the 3rd July? Could they have somehow activated you on the day you submitted the request (assume the 11th June) and not advised you. It does sound very strange and worth chasing them.

Yep! Got the email with confirmed connection date. Just tried my luck and got a CSR who saw there was an issue - they were great sorting the adjustment. Still, pretty slack, if they do this often and people don't notice, then that's quite a few extra $$$$$ they'd have flowing into their coffers!

quickymart

13959 posts

Uber Geek

ID Verified

#3392730 10-Jul-2025 12:24

Aucklandjafa:

Yep! Got the email with confirmed connection date. Just tried my luck and got a CSR who saw there was an issue - they were great sorting the adjustment. Still, pretty slack, if they do this often and people don't notice, then that's quite a few extra $$$$$ they'd have flowing into their coffers!

I would scrutinise your next invoice with a fine-toothed-comb - far too many tales of people on here being told what you have and yet on their next invoice, exactly 0 has been credited/adjusted.

Aucklandjafa

398 posts

Ultimate Geek

#3392805 10-Jul-2025 14:41

quickymart:

Aucklandjafa:

Yep! Got the email with confirmed connection date. Just tried my luck and got a CSR who saw there was an issue - they were great sorting the adjustment. Still, pretty slack, if they do this often and people don't notice, then that's quite a few extra $$$$$ they'd have flowing into their coffers!

I would scrutinise your next invoice with a fine-toothed-comb - far too many tales of people on here being told what you have and yet on their next invoice, exactly 0 has been credited/adjusted.

The adjustment came through straight away - amount due was amended to the correct amount. But can see how this can sometimes not happen

DarkSlipperBeans

24 posts

Geek

#3393687 13-Jul-2025 16:21

Heyo,

I thought it was general knowledge they always charged a part charge with a full month? They have always done that from what I remember.

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RunningMan

8955 posts

Uber Geek

#3393688 13-Jul-2025 16:24

@Darkslipperbeans that's not the issue. It's that they charged for a time prior to the connection being activated.

DarkSlipperBeans

24 posts

Geek

#3393690 13-Jul-2025 16:43

Heyo,

I'll have to look out for that cause we are currently in the process of changing from 2 degrees to one nz.

Aucklandjafa

398 posts

Ultimate Geek

#3393726 14-Jul-2025 09:02

DarkSlipperBeans:

Heyo,

I thought it was general knowledge they always charged a part charge with a full month? They have always done that from what I remember.

yeah, but it’s a part month from the day of connection until the end of the billing cycle plus a whole month in advance. The part month should 100% not be before your connection date.

DarkSlipperBeans

24 posts

Geek

#3393734 14-Jul-2025 10:28

Heyo,

Thank you. I didn't know this. I wil 100% look at my bill when it comes in, because we are supposed to be getting changed to one nz for the net by Thursday this week.. That is the connection date apparently.