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72 posts

Master Geek


Topic # 6634 10-Feb-2006 18:58
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as you may have noticed TC hasnt charged for cable modem rental for a little while now.. well thy have just billed me for December, January and February. any one else get the bill for the missed modem rentals?

should i complain??

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BDFL - Memuneh
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Reply # 28186 10-Feb-2006 19:02
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Welcome to Geekzone... I am not sure if the modem rental was being removed from new connections only - I have an old connection and the rental was waived for the last few months, as yours. I haven't received this month's bill yet, but will keep an eye for it.

I suggest you call them and ask why...





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  Reply # 28190 10-Feb-2006 19:20
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I called them today and they said the modem charge was taken off all accounts by mistake instead of being taken off just the new modem inclusive plans! Hence they are rebilling for three months, you should be getting a letter from them too...

 
 
 
 


BDFL - Memuneh
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Reply # 28192 10-Feb-2006 19:25
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Oh well, so be it. On the other hand I am entitled to cancel the phone service at will, while the new accounts can't...





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  Reply # 28193 10-Feb-2006 19:28
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They apparently realised straight away that their system couldn't handle billing customers both with modem rental and without so took it off everybody. It's just taken them 2 1/2 months to write and test the changes to their billing system to fix the problem!

Personally I think it stinks, they should just waive the charges for the past 3 months and start from now since it really was their problem!


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  Reply # 28199 10-Feb-2006 21:42
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i've just received my latest TCL bill and they haven't backdated any modem rental charges but have reinstated the monthly charge. HOWEVER they have randomly charged me a $149 cable modem install fee.... even though i have had cable internet on now for approximately 2 years

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Reply # 28516 15-Feb-2006 14:12
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I just got a letter from TCL about this "issue", saying that is now fixed and they are going to charge my account.

Interesting, when there's an "issue" and I call then they will not answer the phone, or the person is not qualified to give a solution, or (it happened) the arranged visit to fix something is not actually done.

So, when there are actual issues on the service it may not be fixed, but when there's an issue on the billing then they work quickly.

As said before, they should really send a letter explaining that the modem rental wasn't done because of a problem on their billing system, but it will be back from next month - and "don't worry about the charges, since we didn't charge they are on us". Oh, yes... I am dreaming now.








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Wannabe Geek


  Reply # 28923 20-Feb-2006 23:10
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No! No! No ... NO!

I will not let this pass with just a 'oh well'! ... I've felt completely ripped off by the whole modem rental charge for a long time now. I've been with TCL for over 2 years, which is more than long enough for them to recoup any subsidisation of the modem.

TCL asking for us to cover for their mistake is wrong. I've written a letter of complaint to the head of consumer markets, Steve Richardson. I've told them that I refuse to pay the 3 month back dating of modem rental charges, and also given them a pretty rigourous explanation of why I think the modem rental charges are a crock and a total insult to their long term customers. I'll keep you posted on what they reply with.

Here's the thing - they wont listen to just one customer - they need to hear from a lot of pissed off customers. So if you're unhappy about it too, then write them a letter.

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