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46 posts

Geek


Topic # 114598 25-Feb-2013 10:53
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Why is moving house with Orcon so difficult?!

I moved house last week, everything was transferred and setup in timely manner.  Good start!  Before getting disconnected last Saturday I checked my usage, and had 26GB left before the bill resets (22nd Feb). Internet got connected last Wednesday, logged in and checked account details, sure enough, I had 26GB left for the month. 

So used, the 26GB before the billing date (22nd) and all should have been good, that is until I got my bill - I have been charged $50 for over usage charges?  Just spent 30 mins on the phone, and got no where!  Although I did have the CSR admit that if there was 26GB available if he checked his account, he would have used this data too.  I don't understand why I have been charged for this, as I have already paid for that data?  And I haven't actually gone over my limit.  When I was talking to the CSR about moving, then assured me all would be fine, and if there was any issues (sometimes happens) to call and it will be fixed?!?

Can anyone explain this to me? 

Sorry if this is a bit ranty! :)

Cheers

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511 posts

Ultimate Geek
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  Reply # 768777 25-Feb-2013 11:01

One thing to note is I don't know if the usage meter updates instantaneously when ever you down etc.
Perhaps from the time that you looked it wasn't updated then? Also $50 so that's $2 for 1GB? So you went over by 25GB? Does that sound right? If that was the case then your total data usage should have been around 50GB for that month? Check the data usage in your account.



46 posts

Geek


  Reply # 768780 25-Feb-2013 11:04
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Hi,



Thanks for the reply.  Yes, checked usage and I used 27GB (1GB more than I had), but they appear to have ignored the 26GB I had remaining for the month (before I moved), and have billed me for all that data (overusage) at my new property.  



 

511 posts

Ultimate Geek
+1 received by user: 32


  Reply # 768783 25-Feb-2013 11:10

Oh I just thought of something. When you move house they also charge you partial month and a month in advance. If you look at the date's on the bill is it for the same month or is it for the next month? If its for next month it might be the advance that they are charging.



46 posts

Geek


  Reply # 768808 25-Feb-2013 11:29
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Hi,

Yeah there are partial month charges and a $99 setup fee, this is all fine and will pay that. It's just the over usage charges I don't want to pay for, as in my opinion I haven't used excess data.

Thanks for suggestions

1388 posts

Uber Geek
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  Reply # 768828 25-Feb-2013 12:12
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Orcon often bill you in advance, but add the previous months 'overuse' charge to the advance months fixed amount.

If that makes sense. Not sure how this applies to your usage but maybe that will help you make sense of this.

The other thing is like Oriphix says, the usage meter isnt perfect, and often if its borked for a couple of days, it will then suddenly add on those earlier days miss-read usage, over a couple of days to catch up.

Makes reading the meter very difficult when it really counts, like if you're approaching your limit.



46 posts

Geek


  Reply # 768832 25-Feb-2013 12:15
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No previous months over charges. Basically it looks like they ignored my remaining data (26GB) from the day of the new connection (Wed) to the day of the bill reset (Sat) and just billed me for all the data I used, when they shouldn't have.

511 posts

Ultimate Geek
+1 received by user: 32


  Reply # 768839 25-Feb-2013 12:31

I would probably contact the credits team and get them to have a look if the CSR isn't helpful ask to speak to a team leader. There service desk is in overseas now so not sure if they understand what you are trying to explain.

You can also ask them to transfer you to someone in NZ that can have a look. Speak to a lady called Adair in credit services if there is something wrong she will fix it for you (used to work at Orcon hence I know her).



46 posts

Geek


  Reply # 768863 25-Feb-2013 12:53
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Thanks.



They offered a 20$ credit, but considering the bill is $50 I don't think this is acceptable.



Will try and call them again - need to find another 30mins though :(



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Geek
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  Reply # 768870 25-Feb-2013 13:09
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alanwright: Thanks.

They offered a 20$ credit, but considering the bill is $50 I don't think this is acceptable.

Will try and call them again - need to find another 30mins though :(




Hi Allan,
As discussed have sorted this out for you now.

Sorry about the issue!

Cheers,

Lance



46 posts

Geek


  Reply # 768871 25-Feb-2013 13:12
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DrFixIt:
alanwright: Thanks.

They offered a 20$ credit, but considering the bill is $50 I don't think this is acceptable.

Will try and call them again - need to find another 30mins though :(




Hi Allan,
As discussed have sorted this out for you now.

Sorry about the issue!

Cheers,

Lance


Thank you to all involved, especially Paul and Lance.  This has been sorted out, and all "overusage" charges have been refunded!

Very happy customer once again.



Cheers!

521 posts

Ultimate Geek
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  Reply # 776062 7-Mar-2013 09:19
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My partner and I had same issue when increasing our cap some months ago, the several days pro-rata incurred overuse charges. Ie instead of cap found from 30 to 60 it went down to 5 gig for a few days. Long story short, ten or so emails and hours on the phone ended with threat of debt collection, we gave up and paid up.

Our understanding was billing month to month meant we never broke our cap for the entire month.

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