Moving away from Orcon - 30 days notice / credit

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Moving away from Orcon - 30 days notice / credit - I'm confused!

CitizenErased

207 posts

Master Geek

#102643 18-May-2012 18:31

After nearly nine years as an Orcon broadband customer, I could no longer justify paying $55 per month for 15GB of data (I don't have my phone with Orcon). Today my broadband was transferred to another ISP.

I phoned Orcon to confirm they were aware I was no longer connected with them so that I don't continue to be billed for a service I'm no longer receiving (my new ISP told me Orcon would receive an automatic notification but it would pay to phone them after the transfer was completed to confirm). That's when I learned about this 30 day notification period to leave Orcon. Whether that was in the terms and conditions when I signed up in 2003, who knows?

Anyway, despite the nice lady on the Orcon help desk doing her best to explain the 30 days notice and credit process, I'm left a bit confused. This is how it was explained to me:

18 May - My broadband was transferred to another ISP. The 30 days notification begins today.
23 May - New Orcon billing period starts. I'll have to pre-pay another $55 for the new billing period (23 May to 22 June).
23 June - I'll receive a credit for the period after my Orcon broadband was disconnected (19 May - 22 June). To receive the credit I have to phone Orcon and supply my bank account number (my broadband is paid by credit card).

This all seems a bit confusing and I'm not even sure I understood correctly.

It seems like a pointless waste of time (for both me and the Orcon accounts staff) to have to pre-pay for another month's service after my broadband was disconnected, then have that amount refunded to my bank account a month later.

Can anyone clarify this for me? Have I understood correctly?

mattwnz

20141 posts

Uber Geek

#627458 18-May-2012 18:37

CitizenErased: After nearly nine years as an Orcon broadband customer, I could no longer justify paying $55 per month for 15GB of data (I don't have my phone with Orcon).?Today my broadband was transferred to another ISP.

I phoned Orcon to confirm they were aware I was no longer connected with them so that I don't continue to be billed for a service I'm no longer receiving (my new ISP told me Orcon would receive an automatic notification but it would pay to phone them after the transfer was completed to confirm). That's when I learned about this 30 day notification period to leave Orcon. Whether that was in the terms and conditions when I signed up in 2003, who knows?

Anyway, despite the nice lady on the Orcon help desk doing her best to explain the 30 days notice and credit process, I'm left a bit confused. This is how it was explained to me:

18 May - My broadband was transferred to another ISP. The 30 days notification begins today.
23 May - New Orcon billing period starts. I'll have to pre-pay another $55 for the new billing period (23 May to 22 June).
23 June - I'll receive a credit for the period after my Orcon broadband was disconnected (19 May - 22 June). To receive the credit I have to phone Orcon and supply my bank account number (my broadband is paid by credit card).

This all seems a bit confusing and I'm not even sure I understood correctly.

It seems like a pointless waste of time (for both me and the Orcon accounts staff) to have to pre-pay for another month's service after my broadband was disconnected, then have that amount refunded to my bank account a month later.

Can anyone clarify this for me? Have I understood correctly?

I am surpirsed you get a credit back if there is 30 days notice required. I never did when I moved ISP for the next month of service. I would have thought they could continue to charge you for the next monthly billing cycle if you didn't give them at least 30 days notice prior to the commencement of that billing cycle. It is common for an ISP to require 30 days notice.

CitizenErased

207 posts

Master Geek

#627502 18-May-2012 20:13

I can understand not receiving a credit for the remainder of the current billing period - I'm perfectly OK with that and wouldn't expect anything different. I don't see how they could justify charging you for the next billing period that starts after you were disconnected though. I mean, what if you were on a $199 per month plan? Would you be expected to pay another $199 despite no longer receiving a service? In my view it's no different to cancelling any other utility, e.g. would you expect to have to pay for another month's electricity after having it cut off?

CitizenErased

207 posts

Master Geek

#627505 18-May-2012 20:20

Having fully read the Orcon Terms and Conditions, it also says they may agree to end the agreement with less than one month's notice. You'd think they might use a little discretion when you've been a loyal customer for nearly nine years. I've even referred several business customers to them.

Oblivian

7296 posts

Uber Geek

ID Verified

#627519 18-May-2012 20:39

Also remember you pay in advance. Which is where this figure comes from.

When anyone signs up for internet, you don't make your first payment after the first month you use it :)

So when changing/disconnecting. They need a months notice to ensure the NEW billing period is not eaten into. And cut you off when it is due to go. If you ask another ISP to sign you up to move, but don't notify your current provider of your intention to do so this is what happens unfortunately.

CitizenErased

207 posts

Master Geek

#627528 18-May-2012 20:49

OK, but when it's clear that you've been disconnected before the next billing period starts, why can't they just say right, your account is all squared up, we'll just leave it at that?

I'd done a bit of Google searching before switching ISPs and the impression I got was you were best to let your new ISP handle the transfer, because if you cancelled your old ISP account first they were likely to screw things up.

CitizenErased

207 posts

Master Geek

#627679 19-May-2012 12:07

I'm feeling sorry for myself now

I thought well, if I have to pay for another month's service even though I've been disconnected, I might as well phone Orcon and switch to the cheapest plan possible for the next billing cycle. It turns out that because I'm on an old plan that's no longer available (Bronze plan without calling), I can't make any changes. I was hoping I could switch to the old 1GB plan, but no, I'll have to pay for 15GB again next month even though I'm no longer connected.

mattwnz

20141 posts

Uber Geek

#627688 19-May-2012 12:57

CitizenErased: OK, but when it's clear that you've been disconnected before the next billing period starts, why can't they just say right, your account is all squared up, we'll just leave it at that?

I'd done a bit of Google searching before switching ISPs and the impression I got was you were best to let your new ISP handle the transfer, because if you cancelled your old ISP account first they were likely to screw things up.

Possibly because they have to pay their own providers in advance too. Also I suspect they have a minimum period, so people don't phone them on the very last day of the billing month all in one go, which them only laves them a few hours to process it at their end. But didn't you say that you could ask for it to be credited back as per your initial post, so I am unsure what you are complaining about.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

CitizenErased

207 posts

Master Geek

#627755 19-May-2012 18:07

As I said in my original post, I wasn't sure if I understood correctly. The way the lady on the help desk explained it sounded really complicated. I asked her to clarify the billing/credit process twice, but ended the call still not clear on what will happen next.

I have a nagging feeling the credit will only be for the three day period June 19 - June 22 (30 days from when I notified Orcon until the end of the next billing period).

CitizenErased

207 posts

Master Geek

#632188 29-May-2012 19:51

As it turns out, there is no credit. I got invoiced for the next billing period - broadband connection plus 15GB of data. Paying the connection charge is one thing, but it seems totally immoral charging you for data after you've been disconnected. It's not like Orcon is incurring any cost.

adamvnz

86 posts

Master Geek

#632256 29-May-2012 21:32

I had the same problem as you have. But still got 4 months continual charging after changing ISP's with a very confusing statement coming to a total of $1276
I phoned got it all sorted (I thought). Was told I have a credit of $326.98 followed with an email showing the credit. That was back in November. (still haven't received the credit)
Last month got a letter from Baycorp asking for $1276 that I owe orcon. WTF

Still in the process of sorting this out!
It would be nice to hear from orcon here on this posting.
#CitizenErased Just make sure to get everything in writing and don't lose what you get, you may just need it in 6 months or more.

mattwnz

20141 posts

Uber Geek

#634143 1-Jun-2012 13:28

CitizenErased: As it turns out, there is no credit. I got invoiced for the next billing period - broadband connection plus 15GB of data. Paying the connection charge is one thing, but it seems totally immoral charging you for data after you've been disconnected. It's not like Orcon is incurring any cost.

Could you not have downgraded to the cheapest plan a few days before the new billing cycle, so you would only pay for the minimum data?

CitizenErased

207 posts

Master Geek

#634355 1-Jun-2012 19:46

I tried doing that, but because I'm on an old plan they wouldn't change it. They only offered to switch me to Orcon Genius, which would cost more.

bameron

305 posts

Ultimate Geek

Trusted

2degrees

#635829 5-Jun-2012 09:25

CitizenErased: After nearly nine years as an Orcon broadband customer, I could no longer justify paying $55 per month for 15GB of data (I don't have my phone with Orcon). Today my broadband was transferred to another ISP.

I phoned Orcon to confirm they were aware I was no longer connected with them so that I don't continue to be billed for a service I'm no longer receiving (my new ISP told me Orcon would receive an automatic notification but it would pay to phone them after the transfer was completed to confirm). That's when I learned about this 30 day notification period to leave Orcon. Whether that was in the terms and conditions when I signed up in 2003, who knows?

Anyway, despite the nice lady on the Orcon help desk doing her best to explain the 30 days notice and credit process, I'm left a bit confused. This is how it was explained to me:

18 May - My broadband was transferred to another ISP. The 30 days notification begins today.
23 May - New Orcon billing period starts. I'll have to pre-pay another $55 for the new billing period (23 May to 22 June).
23 June - I'll receive a credit for the period after my Orcon broadband was disconnected (19 May - 22 June). To receive the credit I have to phone Orcon and supply my bank account number (my broadband is paid by credit card).

This all seems a bit confusing and I'm not even sure I understood correctly.

It seems like a pointless waste of time (for both me and the Orcon accounts staff) to have to pre-pay for another month's service after my broadband was disconnected, then have that amount refunded to my bank account a month later.

Can anyone clarify this for me? Have I understood correctly?

Hey there, would you mind flicking me a PM with your account details?

I'll check this out for you, apologies for the confusion.

huivnz

1 post

Wannabe Geek
Inactive user

#649593 2-Jul-2012 15:03

I have a similar situation now. Telecom didn't seem to inform Orcon for the change-over of my Internet connection. And I get a bill from Orcon which charges me for another 30 days. This is certainly confusing and misleading.

wonderferret

139 posts

Master Geek

Lifetime subscriber

#649610 2-Jul-2012 15:37

I'm in a similar situation as well except its been ongoing to 2 months and I've been told I have to wait until the end of July for it to be resolved :-( if it will be resolved by then.