[Snap] Snap and extra charges

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hio77

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Lizard Networks

#989743 18-Feb-2014 16:11

heh, i never got charged any postage.

only postage/handling fee i have ever paid with snap, was when i sent my fritz back for testing, and that was paying on me sending it, not receiving.

as both me, and sidefx have pointed out, there are odd points with their billing system, but normally once explained makes reasonable sense.

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RalphFromSnap

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Snap Internet

#989820 18-Feb-2014 17:30

Hi guys

Firstly, sorry for any confusion related to plan change costs. Its not our intention to create any confusion but obvisouly we can do better in explainging the charges.

Plan upgrades

If you upgrade then there is no charge for this.
If you downgrade then we charge 1 months base fee of the new service.
The confusion often comes about becasue of the way our billing system works, as we charge one month in advance. So we need to charge you the difference beween what you had and what you now want. So upgrading from Lightwave ($75/m) to Lightwave Ultra ($110/m) a $35 "Adjustment Charge - Change of Plan" would appear on your invoice.

Courier charges

The $15 charge is a step in the sign-up process on our website, after you select your hardware, so fairly visible. I can see an issue arising when you are already a customer and say only want a new Dect phone, then the CSR should be explaining there is a a courier charge. If they didn't do this then we would make sure this charge was reversed off - we do actually value our cusotmers after all ;)

Agree that we can do a better job of explaining these charges, so will look to get something on the website soon.

Note also that we're a party to the recently agreed Broadband Product Disclosure code, which should also help improve the way we communicate about all plan charges.

Cheers
Ralph

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quakeguy

111 posts

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#989850 18-Feb-2014 18:04

Go download Linode's 100MB test from California and see what you get. Speedtest.net doesn't seem to be allocating a big enough file to test accurately, which is why it finishes really quickly and gives a poor result...

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skewt

750 posts

Ultimate Geek

#989961 18-Feb-2014 20:34

Either way, I'm not paying that much to downgrade when my contract ends in april
and considering I don't think I have ever seen a contract nor find one on the website, I don't see how it can be binding if I choose to leave now

JayADee

2148 posts

Uber Geek

#990158 19-Feb-2014 09:37

I switched plans on the phone. Courier charge wasn't mentioned when I specifically asked if the router would be couriered.

I'm still not convinced about the plan change charge. It looks to me like I was charged my usual ADSL $65 plus $15 data pack fee, then charged a change of plan fee, then charged the whole VDSL $95 fee for the upcoming month.

Maybe I'm wrong. It happens. Here' s a screen shot.

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