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Wannabe Geek


Topic # 116537 1-May-2013 22:55
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In December 2011, I agreed to a 12 month contract for service with Orcon, the 12 months came and went and I continued using orcon. In February 2013, I used the online form for moving house to transfer my service to my new address. This went without a hitch. In April 2013, I emailed them asking to disconnect the service in May 2013 as it was no longer an option to keep the service (personal reasons). I was then told I had to pay $199 early disconnection fee as it was a 24 minth contract I agreed to from Feb 2013, ending feb 2015. At no time did it say a 24 month contract and I certainly did not agree to that. We are now playing email tag, trying to resolve this. They are saying I agreed to a form for a credit check, amongst other things, I said the form was never part of the online form and why would they do a credit check on an existing account? They are saying I agreed to the change of plan, I did not change the plan, simply transferred an existing service. Has anyone else had the same problem? I will not back down as I am in the right. I asked them for proof/documentation to prove I had agreed to a 24 month contract, nothing to date.

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  Reply # 809860 1-May-2013 23:21
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Do you have proof that you agreed to a 12 month contract though? I recall when I last signed up to my isp, it was all done over the phone, and I can't recall being provided with any documentation as to the contract term. But I thing 12 months is the normal one.

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  Reply # 809861 1-May-2013 23:22
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They will need to pull the call recording from 2011 which may take a while to locate, without knowing when in April you raised the query its a little hard to judge whether an unreasonable time has passed as this is only posted on May 1st but the records will be there, for the house move too.

Not sure how this equates to poor service? Reasonable for Orcon to check what was actually agreed to in the original call/order I would think.




Regards FireEngine


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  Reply # 809862 1-May-2013 23:24
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I thing 12 months is the normal one.


Some Orcon products carry a 24mth term commitment.




Regards FireEngine




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Wannabe Geek


  Reply # 809865 1-May-2013 23:29
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FireEngine: They will need to pull the call recording from 2011 which may take a while to locate, without knowing when in April you raised the query its a little hard to judge whether an unreasonable time has passed as this is only posted on May 1st but the records will be there, for the house move too.

Not sure how this equates to poor service? Reasonable for Orcon to check what was actually agreed to in the original call/order I would think.




They have disregarded the original call from 2011 and are now saying that I agreed to a 24 month contract when I put in for the house move in Feb this year. To which I never agreed.



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Wannabe Geek


  Reply # 809866 1-May-2013 23:30
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FireEngine:
I thing 12 months is the normal one.


Some Orcon products carry a 24mth term commitment.


But I never changed anything about my plan, just transferred the existing services.

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  Reply # 809875 1-May-2013 23:55
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dittodotty:
FireEngine:
I thing 12 months is the normal one.


Some Orcon products carry a 24mth term commitment.


But I never changed anything about my plan, just transferred the existing services.


I would need to check but I suspect that being out of contract when you requested the house move (because the 12mth original term had been exceeded), that house move may have been fully chargeable, or free if you took a new 24mth term commitment...(and possibly a mid-option of $99 charge + new 12mth term commitment).

Moving the connection costs money, reasonable for any company to ensure those costs are recouped, either by charging at the time or ensuring enough business (ie a further term commitment), to offset it against the monthly charges.




Regards FireEngine




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Wannabe Geek


  Reply # 809876 2-May-2013 00:02
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FireEngine:
dittodotty:
FireEngine:
I thing 12 months is the normal one.


Some Orcon products carry a 24mth term commitment.


But I never changed anything about my plan, just transferred the existing services.


I would need to check but I suspect that being out of contract when you requested the house move (because the 12mth original term had been exceeded), that house move may have been fully chargeable, or free if you took a new 24mth term commitment...(and possibly a mid-option of $99 charge + new 12mth term commitment).

Moving the connection costs money, reasonable for any company to ensure those costs are recouped, either by charging at the time or ensuring enough business (ie a further term commitment), to offset it against the monthly charges.


Orcon allow one free move per 12 month period, any more than one incurs a fee of $99, so was free for me, no mention of extra term.

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  Reply # 809943 2-May-2013 08:36
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Did your plan change in any way when you moved ? ie: You were on Plan A originally which was phased out during your 12 month contract time, so when you moved they put you onto the replacement, Plan B which was treated as a new connection.




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  Reply # 809951 2-May-2013 08:42
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I*n all my dealings with Orcon over the years  I have done it via email or with an email confirmation just to keep a written record of it. When I left them they kept saying I hadn't paid my last account so i sent back the email trail from tech support and the like detailing the disconnection process. I got my last statement last week and now I see I have a $92 credit. Without the email trail it may have been hard to get this money back..




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  Reply # 809953 2-May-2013 08:43
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http://www.orcon.net.nz/support/gfaq_page/what_happens_if_i_move_house

"If you’re under a current contract then you get one free move house included...."

I think you will find, by your own timings quoted, that you weren't under a contract, therefore your house move wasn't free to start with.




Regards FireEngine




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Wannabe Geek


  Reply # 809978 2-May-2013 09:22
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FireEngine: http://www.orcon.net.nz/support/gfaq_page/what_happens_if_i_move_house

"If you’re under a current contract then you get one free move house included...."

I think you will find, by your own timings quoted, that you weren't under a contract, therefore your house move wasn't free to start with.


There is no charge on the account for the house move, that is not my point, they are charging me $199 to appear on my June statement, for early termination of a contract I did not agree to.

And yes, this is all done by email so I have a trail.

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  Reply # 810001 2-May-2013 09:56
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PM me your username or account number and I'll confirm with the team what the situation is.




Regards FireEngine


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  Reply # 810002 2-May-2013 09:56

This is a very simple answer.

When you move house your contract refreshes. You don't carry over the contract that you started of with.

Reason being that is a new connection at the new premises and the old connection is cancelled. They don't charge you the disconnection fee of the old address if your still in a contract as you are still there customer.

The 24 month contract you must have signed up to genius with the VOIP phone. Last time I checked that is the only one they had. Otherwise you had to get the 12 month with $5 p/m for the phone or something like that.

Currently there website shows this which is new:



All ISP's in there T & C's have a contract (Orcon's one below):



When you moved house you signed up for a new contract + a credit check. I know this because also signed up to a contract when I moved house with them.



So you can't really say they are giving you a bad service if you signed up for a contract and didn't read through the T & C's. On the flip side if you were complaining about the speeds or something like your phone not working then yes you have case for having the disconnection fee to be waived.

Sorry if the above is not what you wanted to hear.....

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