Prepay Query

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Prepay Query

BTR

1527 posts

Uber Geek

#213810 13-Apr-2017 12:04

Sooo I just saw something odd, I got a text this morning to say I didn't have enough credit to renew my pack. Now thats not an issue so I logged into the app on my phone and noticed that my carry over minutes were "On hold" until I had topped up my account even though my account still had $1.35 left.

No if they are my minutes are 2D don't take them away from me how come I cannot use them without my normal calling pack even though I still have credit on my account.

Sounds fishy to me!

shk292

2853 posts

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#1763728 13-Apr-2017 12:14

I thought carryover only remained valid while you have an active combo? So, if you have insufficient credit to renew the combo, you'll lose your carryover

BTR

1527 posts

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#1763743 13-Apr-2017 12:29

shk292:

I thought carryover only remained valid while you have an active combo? So, if you have insufficient credit to renew the combo, you'll lose your carryover

If that is the case they are false advertising saying they are not taking them away from you unless they are using a technicality but not actually taking them away from you but stopping your access to them.

Seems petty TBH

SaltyNZ

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#1763754 13-Apr-2017 12:38

During the 14 day grace period between failed renewal and a Topup, they stay on your account but cannot be used. If you do not Topup within the 14 day grace period, they will be deleted.

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Linux

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#1763756 13-Apr-2017 12:43

The 14 day grace period has always been very clear

Linux

wibble

85 posts

Master Geek

#1763950 13-Apr-2017 16:26

If you go to https://www.2degreesmobile.co.nz/mobile/prepay/ and find the Carryover Combo and click on 'things you need to know' it says this:

keewee01

1737 posts

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#1763986 13-Apr-2017 17:59

It would be petty if you lost the carryover when you didn't have the credit to renew the plan. The fact they put it on hold for up to 14 days is awesome and a credit to them.

cadman

1014 posts

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#1764104 13-Apr-2017 22:38

SaltyNZ: During the 14 day grace period between failed renewal and a Topup, they stay on your account but cannot be used. If you do not Topup within the 14 day grace period, they will be deleted.

That's a bit nasty. With Skinny they stay there until they expire, although you also don't have access to them unless you renew your combo, i.e. 12 months from when they were credited.

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Linux

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#1764109 13-Apr-2017 23:45

@cadman How is it nasty?? It's very clear how carryover works, Not all telcos have to operate the same way do they?

Linux

cokemaster

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#1764115 14-Apr-2017 00:08

Terms like these are not uncommon. On face value 'carry over' balances appear to be very customer focused, they also have significant benefits for the telco too.

Incentivise you to keep paying on a regular basis... even if you aren't using the service (because otherwise you might lose the minutes!).
Make it difficult to downgrade to smaller packages or casual pricing.
Easily upsell you to a slightly larger bundle (eg. $10-$20 more), logic being 'just in case' and because the minutes/data are bankable I can always 'use them later'.
Make the customer more sticky eg. I'm with carrier A and I see a cool offer from carrier B... however if I switch, I will lose 400 minutes/mb that I've 'saved up'.

Additionally it would be safe to assume that a reasonable proportion of customers do not actually end up using their 'saved' minutes/data so whilst some power users will take advantage of it, many of those minutes/mb will expire... although capacity planning needs to take into account that carry over balances can introduce extra load at certain times of the year.

Not saying that they're bad things - just need to keep in mind why they offer them :)

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sonyxperiageek

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#1764117 14-Apr-2017 00:58

cokemaster:

Terms like these are not uncommon. On face value 'carry over' balances appear to be very customer focused, they also have significant benefits for the telco too.

Incentivise you to keep paying on a regular basis... even if you aren't using the service (because otherwise you might lose the minutes!).
Make it difficult to downgrade to smaller packages or casual pricing.
Easily upsell you to a slightly larger bundle (eg. $10-$20 more), logic being 'just in case' and because the minutes/data are bankable I can always 'use them later'.
Make the customer more sticky eg. I'm with carrier A and I see a cool offer from carrier B... however if I switch, I will lose 400 minutes/mb that I've 'saved up'.
Additionally it would be safe to assume that a reasonable proportion of customers do not actually end up using their 'saved' minutes/data so whilst some power users will take advantage of it, many of those minutes/mb will expire... although capacity planning needs to take into account that carry over balances can introduce extra load at certain times of the year.

Not saying that they're bad things - just need to keep in mind why they offer them :)

Just saying, if you managed to save up 400 minutes/MBs naturally, then 80% of the time you will start accumulating them again very quickly because you never got round to using all your minutes/MBs in the first place.

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cadman

1014 posts

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#1764254 14-Apr-2017 11:25

Linux:

@cadman How is it nasty?? It's very clear how carryover works, Not all telcos have to operate the same way do they?

Linux

Compared to Skinny's terms, on their rollover minutes, it is nasty. If they don't expire for a year they shouldn't expire... for a year. Those sort of double-dutch T&C is what I'd expect from Vodafone - 2Degrees are doing themselves a disservice by adopting similar tactics.