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184 posts

Master Geek

# 79524 18-Mar-2011 13:53
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Hi everyone,

Last year I signed up with Telstraclear on their 'home plan' deal.

This gives Home line, broadband (25Gb), and cheap nokia cellphone with some free txts & stuff for about $120/month I think, with a 24 month term, and a $199 disconnection fee.

Anyway, it took about 6 weeks of stuffing arround to get connected and then about 2 weeks of nonsense to get the billing right, so that was frustrating at the time.

Now, onto the current issue. Next week I am shifting house, so about 3 weeks ago, I filled out the moving house details on their website which was fine. The next day a rep called me to confirm details, again not a problem.

Last week, I thought I'd give them a call to find out what my new phone number is going the be.....the CSR told me that I hadn't yet notified them of the move. When I explained that I had and that their rep had called me to confirm details, the CSR tells me that clearly I'm confused because they haven't received any notification from me, so I don't know what I'm talking about.

Anyway.....following that call, I thought "all I want is my phone and broadband to work at the new address"..... I really can't be bothered with another 6 weeks of fighting....

So, I decided to live with the $199 disconnection fee, and moved to Telecom. (I figured I'd turn the cellphone into prepay).

Anyway, having done that, I call up Telstraclear to make sure everything is cancelled and get told that I have to pay the $199 fee for breaking the contract.....AND $20 per month for the remainder of the contract for the cellphone...and additional $420.... I'm like WTF???

I had no idea of this $20/month to stop the cellphone, as far as I'm aware I signed one contract for one bundled deal with a $199 disconnect fee....
Unfortunately I'm currently packing house, and can't find my copy of the contract.

Is there anyone else who has this 'home plan' deal who can lookup their contract and tell me if this clause is on there?

Also anyone have any advise to offer? Thanks very much.

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190 posts

Master Geek
Inactive user

  # 449587 18-Mar-2011 14:00
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Did you sign up over the phone or door to door?

1702 posts

Uber Geek


  # 449593 18-Mar-2011 14:06
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Tell them to take you to the disputes tribunal. Or if you feel you are getting nowhere you could go to the telecommunications complaint people - forgot its actual name. Sounds like they haven't delivered their side of the service agreement = contract should be null in void!


184 posts

Master Geek

  # 449627 18-Mar-2011 15:02
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Hi there,

Thanks for the replies, it was a door to door sign up.

The things that bites from my perspective, is how can I sign 1 contract for 1 package deal and then have mulitple fees for ending the contract.

I even asked if I could carry the cellphone on by it self, and they told me "No, it's part of the package deal"...... surely then the "package deal" would have a single disconnect fee?

15408 posts

Uber Geek


  # 449641 18-Mar-2011 15:16
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I would first email their complaints department, the email address is on their website. I would give them one try to fix it, and i'd tell them that (nicely), then i'd go to whatever telecommunications complaint authority has power over telcos.

4431 posts

Uber Geek
Inactive user

  # 449716 18-Mar-2011 17:54
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That IS the cellphone contract, unfortunately... They waived the $20 a month fee and gave you a free phone (POS that it is) on the 24mth mobile contract. The contract states you must keep the other things connected to get the mobile contract. It is a different contract.

I'm stuck with it too and I had all sorts of hassles moving. Decided it wasn't worth the expense to change and once they got their act together, everything has been fine since!

I don't know why you'd want to get rid of $0.29 a min calling with no monthly fees though!

184 posts

Master Geek

  # 449755 18-Mar-2011 21:13
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Thanks for the reply......I hadn't realised that.

I wonder if the $20/month is in liew of income over the 24 months, what would happen if I pay it to them at $20 / month.....

Not too worried about the call rate on the mobile as it's the secondary phone for our household, and hardly makes calls.

190 posts

Master Geek
Inactive user

  # 449756 18-Mar-2011 21:18
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UncleArthur: Thanks for the reply......I hadn't realised that.

I wonder if the $20/month is in liew of income over the 24 months, what would happen if I pay it to them at $20 / month.....

Not too worried about the call rate on the mobile as it's the secondary phone for our household, and hardly makes calls.

The plan itself is worth $20 per month which they pay for. 

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