Beware when cancelling

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Beware when cancelling

Quinny

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#195677 29-Apr-2016 14:50

Been there since Snap days. Only moving to Vodafone for combined service inc Sky overall been very happy. Did the change thing vodafone end, then called 2degress with heads up - no hassles cos not on contract.

Called 2degrees a couple more times when finally had Enable dates then told you have to terminate to when the billing is. Ie no part month. Mine was way out of sync and I would be paying for 2-3 weeks not using. Discussed with person and they went away and all kept saying was most was a few days and mine was way out (he kept saying this over and over). I ended that call under the impression this would be sorted their end and they would not be billing me anything additional.

Returned gear this morning and tried to get a final account at main hq in Chch. Could not do this and told to call. Rang and wham talk about inflexible. Apparently no notes and no refund. What really really annoys me is Enable were super busy and I could have delayed the install into May and not paid for a static ip and use of service I no longer have. They claim its been this way since Snap days. More a heads up for anyone else in same boat. Make sure your end date matches or you will be shafted big time.

bradstewart

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#1544111 29-Apr-2016 17:21

I'm just in the process of switching from 2Deg/Snap to Spark after 9 years with them. I'm anticipating a similar issue as I am half way through my current 2 year contract.

michaelmurfy

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#1544140 29-Apr-2016 17:47

It was a little battle with myself ending my relationship with 2degrees - thankfully I got there eventually. For my friend it is a little more of an issue with 2degrees handing him a $600 bill with no justification, also after countless times of getting in touch with them he has got nowhere (and is getting understandably a bit annoyed about this).

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CaseyDan

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#1544164 29-Apr-2016 18:35

Had Fibre for a couple of years now, when we moved we could only get VDSL. Because they bill you a month in advance for your service, i was billed for Full Speed Fibre and a Phone Line for the first whole month i had VDSL (extra $25). Made 2degrees aware of this prior to moving as i saw the charges for "April - May" for the services that I no longer have, but unfortunately still billed for it and still waiting for them to sort.

Sure, It's only $25, but their billing does appear to be funked.

hio77

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#1544184 29-Apr-2016 19:03

there were a few special circumstances about the ending of my relationship with snap, however it was a very positive outcome for me.

I could not have been happier. my final conversation with them finalizing the fact that i was physically incapable of keeping the account (at the time there was no pairs for a second line) finished with a very kind comment from Mark Petrie Himself.

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kingjj

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#1544331 30-Apr-2016 00:04

CaseyDan:

Sure, It's only $25, but their billing does appear to be funked.

I would like to come out here and say that their billing works really well but I have my doubts... recently switched from an old Snap Fiber plan to a new 2D Fiber plan, billing was updated quickly and we were refunded the difference (as an account credit) of the plans. All good so far... however checking the online payments section of their site shows a charge for $491.05 appearing against our account for "Non Standard UFB install". The only thing I can think of that this may relate to was when we had the fiber feed shifted 12 months ago to make way for an extension. The bill for this was paid at the time. I'm looking forward to the next bill being generated to see if this is included and if so I look forward to navigating the call centre to get it removed...

Not to derail the thread though. I've learnt from past experience that you can never be too careful when swapping RSP's. I was been burned by Xnet back in the day. From reading other threads on here against other RSP's it seems that its common practice to bill for the entire month even if you switch early on?

UncleArthur

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#1544336 30-Apr-2016 01:44

Been with snapdegrees for some time. Recently a couple of months ago I upgraded my UFB from 100/20 to 200/20.... I had some drama's getting the speed change actually done, but eventually it was. After a while I thought the speed gain wasn't huge enough to warrent the extra $25/month. So I requested to go back to 100/20

Been back at the 100/20 for the last 3 weeks and get my latest bill...... they have charged me for next month with 200/20... oh goody.

Anyway, that and the fact that I had a lot of issues initially changing from 100/20 to 200/20, I have decided to move on rather than deal with the grief of sorting it out.

Signed up the other day with myrepublic taking advantage of their $200 welcome credit to go towards what I expect will be a $249 break charge from snapdegrees.

Fingers crossed that's the only pain they inflict on my wallet.

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nigelj

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#1544337 30-Apr-2016 01:53

kingjj: Not to derail the thread though. I've learnt from past experience that you can never be too careful when swapping RSP's. I was been burned by Xnet back in the day. From reading other threads on here against other RSP's it seems that its common practice to bill for the entire month even if you switch early on?

Vodafone last year sorted out a partial account-close-off invoice 'on the spot' (i.e. while on the phone with a rep) after churning to Spark, and historically both Spark and Orcon (although the latter many years ago) did pro-rated/part months to sort out final billing.

However, isn't there a thing about Chorus/Wholesale charging for the full month regardless of if the connection churns part-month or not? I seem to recall someone here saying they can't recover part-months from Chorus. Obviously small ISPs can't absorb such a cost, the same as a large ISP.

To balance both points, I'd be wary of any ISP that did not pro-rata, and does not mention this in the Ts & Cs, especially after the Commerce Commission's reviews into Unfair Contract Terms (unfair one-sided contract terms, surprise terms, etc).

kingjj

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#1544338 30-Apr-2016 03:06

nigelj:

kingjj: Not to derail the thread though. I've learnt from past experience that you can never be too careful when swapping RSP's. I was been burned by Xnet back in the day. From reading other threads on here against other RSP's it seems that its common practice to bill for the entire month even if you switch early on?

Vodafone last year sorted out a partial account-close-off invoice 'on the spot' (i.e. while on the phone with a rep) after churning to Spark, and historically both Spark and Orcon (although the latter many years ago) did pro-rated/part months to sort out final billing.

However, isn't there a thing about Chorus/Wholesale charging for the full month regardless of if the connection churns part-month or not? I seem to recall someone here saying they can't recover part-months from Chorus. Obviously small ISPs can't absorb such a cost, the same as a large ISP.

To balance both points, I'd be wary of any ISP that did not pro-rata, and does not mention this in the Ts & Cs, especially after the Commerce Commission's reviews into Unfair Contract Terms (unfair one-sided contract terms, surprise terms, etc).

Good to know! The only experience I have is with Xnet about 7 years ago and they not only did me for the remainder of the month, but also 2 more months as they 'never got my cancel request'. When I last changed providers (Spark to Snap) I timed it to coincide with the change of month and harassed Spark to make sure I wouldn't be billed again. Will have to read up on current policies. Cheers