Orcon cancelled UFB services instead of waiting until 30day notice

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon cancelled UFB services instead of waiting until 30day notice

Genfres

47 posts

Geek

#191126 24-Jan-2016 18:42

Hi Orcon, I have really enjoyed your UFB Service the past almost two years. Unforunately I decided to change ISPs, as you didn't offer the plan I was after.

Now time for a story you may have heard before, I ring customer support and request disconnection and understand regarding the 30day notice and say that is fine. A few days later Orcon has been disconnected. Follow up email and Orcon expect me to pay until the notice period.

I am confused.. why would Orcon put through the disconnection request without waiting until the 30day notice we agreed?

What are my options to get this resolved? Orcon customer service seem to just read things off the screen to you.

Jase2985

13465 posts

Uber Geek

ID Verified

Lifetime subscriber

#1477928 24-Jan-2016 20:29

did you give a date for the disconnection?

Genfres

47 posts

Geek

#1477932 24-Jan-2016 20:58

The First Half of the story is I contacted the first ISP to arrange the connection late december. I assumed back then that UFB transfers worked similar to that of ADSL. When there was no connection I asked my new ISP and they told me to contact Orcon. I was away at the time so contacted Orcon last week.

To answer your question no I didn't. I thought that the date she gave me in February was the date of disconnection (after 30 day notice).

bameron

305 posts

Ultimate Geek

Trusted

2degrees

#1478037 25-Jan-2016 08:42

Hi there,

Please PM me with your username, account number, or email address and I'll take a look at this for you. My apologies for the hassle.

Cheers,

Cam

old3eyes

9120 posts

Uber Geek

Subscriber

#1478039 25-Jan-2016 08:47

If you phone for a disconnection date always follow up with an email so that there is a trail if this this sort of thing happens.

Regards,

Old3eyes

mattwnz

20177 posts

Uber Geek

#1478299 25-Jan-2016 14:40

old3eyes:
If you phone for a disconnection date always follow up with an email so that there is a trail if this this sort of thing happens.

Yes get every thing in writing, although companies claim they record calls so there should still be a paper trail

Genfres

47 posts

Geek

#1479480 27-Jan-2016 00:00

bameron:

Hi there,

Please PM me with your username, account number, or email address and I'll take a look at this for you. My apologies for the hassle.

Cheers,

Cam

Would like to thank Cam for his help resolving the matter. There was obviously some confusion with cancellation date and 30day notice. Thanks for everything for the advice, especially to get things in writing which would have saved a bit of hassle.

Thread can now be closed as all is well. Thanks again.