New pricing never get transfered to exisiting customers

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › New pricing never get transfered to exisiting customers - unless you call

kiwiyan

30 posts

Geek

#157287 26-Nov-2014 15:37

I was on Fibre30 UL paying $99 and someone told me there is new promo for F100 UL at $95. So made a call to Orcon a/c and was told it will be effective next billing, in my case it will be 23 Dec. Is it fair that pay more for slower service? Unless you call you'll lose. Whenever they roll out new pricing to capture new customers they always tend to forget the existing customers. This should have been done automatically to retain existing customers why such a business model is not being followed in such a competitive market?

RunningMan

8965 posts

Uber Geek

#1183414 26-Nov-2014 15:43

This "issue" arises almost every week with one ISP or another.

In almost every circumstance, there is more to the new plan than simply a change of price and they cannot simply move you to a new plan that is different without your knowledge and/or consent. While you complain that you haven't been moved, someone else will complain that they have.

Ultimately, in the current market, it is up to the consumer to shop around for the deal that suits them the best at any given time, as everybody has different needs. For some, price is the primary factor, for others, it's performance, or support service or contract length....

kiwiyan

30 posts

Geek

#1183417 26-Nov-2014 16:11

OK agreed they cannot change without consent, but ISP's can communicate to customers about the new pricing (er I may have to check my email preference setting while I type this reply).

kiwiyan

30 posts

Geek

#1183438 26-Nov-2014 16:27

In a private communication Orcon says the pricing for F100 UL is a technical glitch it should be $115 only!!

Orcon pricing

bazzer

3438 posts

Uber Geek

Trusted

#1183442 26-Nov-2014 16:32

On the other hand, I'm currently on a 30GB plan for $70 (have been for years) compared to their current offering of $75. Should they move me to their current plans?

It's really putting me off moving to the next plan up because it's an "extra" $5 for me!

RunningMan

8965 posts

Uber Geek

#1183447 26-Nov-2014 16:36

kiwiyan: OK agreed they cannot change without consent, but ISP's can communicate to customers about the new pricing

Yep, I would have thought that being proactive in communicating with your customers would be a good thing, particularly if they re-sign to a new contract as a result.

kiwiyan

30 posts

Geek

#1183458 26-Nov-2014 16:52

bazzer: On the other hand, I'm currently on a 30GB plan for $70 (have been for years) compared to their current offering of $75. Should they move me to their current plans?

It's really putting me off moving to the next plan up because it's an "extra" $5 for me!

If you think the speed is worth then spending $5 is not a bad idea.

toaster

62 posts

Master Geek

#1183970 27-Nov-2014 12:00

While I love Orcon as ISP in terms of network performance and reliability, I am disappointed with Orcon for NEVER advising their existing customers about NEW PLANS or PLAN PRICE DROPS!!

They just leave you and hope you don't notice and keep paying the higher older rate.

Yesterday when I called to have my plan changed, they said they'll do it, but only for the new cycle, which starts December 23rd, almost a month from now. I think that is way too long, European ISPs handle plan changes within 24 hours.

Hopefully feedback like this is forwarded to relevant people at Orcon. We love you for your speed, reliability, and no fair use policy, but you should have something as basic as a newsletter for your loyal customers.

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Behodar

10518 posts

Uber Geek

Trusted

Lifetime subscriber

#1184002 27-Nov-2014 12:42

kiwiyan:
In a private communication Orcon says the pricing for F100 UL is a technical glitch it should be $115 only!!

Under "plan details" it still says 30/10.

toaster

62 posts

Master Geek

#1186480 1-Dec-2014 16:54

Last week I called Orcon and requested a plan change from 100/50 to 100/20 since I never get more than 30Mbps upstream anyway to save $19 per month.
They said new plan will take effect with next cycle starting December 23rd, and that I need to pay for 100/50 for current cycle.

Guess what. Today they already changed my plan down to 100/20, full 23 days before it was supposed to happen. Pretty sure they don't intend to refund the difference unless I start complaining...

FireEngine

1223 posts

Uber Geek

Trusted

#1186534 1-Dec-2014 18:20

toaster: Last week I called Orcon and requested a plan change from 100/50 to 100/20 since I never get more than 30Mbps upstream anyway to save $19 per month.
They said new plan will take effect with next cycle starting December 23rd, and that I need to pay for 100/50 for current cycle.

Guess what. Today they already changed my plan down to 100/20, full 23 days before it was supposed to happen. Pretty sure they don't intend to refund the difference unless I start complaining...

Normally the pricing for any Plan Change is fully automatic and pro-rated to the time the Plan Change is activated - that is the fair and reasonable approach to take.

PM me your account number or username and I'll make sure that is happening.

Regards FireEngine

FireEngine

1223 posts

Uber Geek

Trusted

#1186573 1-Dec-2014 19:16

Yep just checked, the provisioning team processed the pricing change at 4:30pm today, you currently have a credit for the difference sitting on the account that will be taken into account on the next bill run.

Regards FireEngine

tdgeek

29755 posts

Uber Geek

Trusted

Lifetime subscriber

#1186593 1-Dec-2014 19:52

kiwiyan: OK agreed they cannot change without consent, but ISP's can communicate to customers about the new pricing (er I may have to check my email preference setting while I type this reply).

Yes that can happen, then you get blamed for spam. The email address that is on record may or may not be what is used now. Or another co user deletes it as marketing emails. Emails can for whatever reason end up in the spam folder. Get blamed for spam. Then after you tell customers to be wary of emails purporting to be from a company, you then send a few hundred thousand or tens of thousands of emails. Customers, especially in todays online world, just need to get used to shopping for the best deal. They have been doing that since the dawn of time. ISP's are quite regular in updating plans, sometimes the existing plan gets bumped up, sometimes new plans happen.