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81 posts

Master Geek
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Topic # 146905 2-Jun-2014 13:14
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I upgraded from the 100Gb to Unlimited a few days after it was announced.
My first bill arrived today and I have been charged for changing plans?
I wasn't told of any charge when switching and don't see why they would charge a fee to upgrade to a more expensive plan.

Emailed snap and questioned the charge and mentioned that I was not informed when I changed all they said was. "The adjustments change of plan charge is when you changed from the standard naked VDSL to the unlimited naked VDSL. "

Has anyone else been charged this and where you informed when you changed?

Adjustments     17 May 2014 Adjustments Change of plan 20.87     20.87

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2393 posts

Uber Geek
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  Reply # 1057939 2-Jun-2014 13:35
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did you change the plan half way through your billing period , if you did they have added the difference between your old plan and the new one. It's Snap's automatic billing system kicking in, one of the most confusing i have used. Ring Snap and explain what happened , they usually remove the charges. if you changed at the end of your billing period then you would have just the new plan cost. Make sense ?



81 posts

Master Geek
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  Reply # 1057955 2-Jun-2014 13:55
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The change was implemented at the start of the current billing period. (The next one after I asked to change)

 
 
 
 




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Master Geek
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  Reply # 1058005 2-Jun-2014 14:58
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They don't seem to want to budge on it frown

 

"Thank you for emailing Snap! In regards to this, you are able to downgrade to your previous plan for no extra charge however if you were to remain on unlimited, unfortunately those charges are valid. "

dan

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Ultimate Geek
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  Reply # 1058021 2-Jun-2014 15:06
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vexxxboy: did you change the plan half way through your billing period , if you did they have added the difference between your old plan and the new one. It's Snap's automatic billing system kicking in, one of the most confusing i have used. Ring Snap and explain what happened , they usually remove the charges. if you changed at the end of your billing period then you would have just the new plan cost. Make sense ?


i dont believe this is correct, 

when you request the change to unlimited which ive done several times for different connections, the change of plan doesn't happen until your your next billing cycle, therefore no part charge for old and new plan unlike the way some ISPs do it / will switch you part way during the month

However i was also told there may be a applicable fee of 25$ to change from my current plan to the unlimited, however after they did the orders for the change he came back
and said there was no charge on the plans i switched.

So there is obviously some scenarios where they are charging for the switch form what i was told on the phone, they should have told you that tho.







'That VDSL Cat'
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Spark
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  Reply # 1058026 2-Jun-2014 15:18
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i saw this on my bill when i changed over..

read it a few times before going, i cant be bothered working it out..


on mine theres a change of plan charge, but there is also a reverse charge for it, which basicly equated out the charge in the first place.


they did however leave the 5$ youtube addon on, so removed that for next month..




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


49 posts

Geek
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  Reply # 1058143 2-Jun-2014 18:44
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It sounds like you requested the upgrade after you had been billed for the next month of service.  The charge will be for the difference in pricing between the previously invoiced plan and unlimited for the first month of service on unlimited.

Edit: If you had any data packs,  or Youtube add-ons, they should have been removed and a credit shown for those.




81 posts

Master Geek
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  Reply # 1058158 2-Jun-2014 19:35
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Pinkfish: It sounds like you requested the upgrade after you had been billed for the next month of service.  The charge will be for the difference in pricing between the previously invoiced plan and unlimited for the first month of service on unlimited.

Edit: If you had any data packs,  or Youtube add-ons, they should have been removed and a credit shown for those.



Recurring Charges    
12 May 2014 Service Fee Snap Residential 100GB Data 27 Apr - 27 May 2014 13.04      
12 May 2014 Service Fee Snap Residential 100GB Data 27 May - 27 Jun 2014 13.04      
2 Jun 2014 Plan Fee VDSL Naked Broadband @ Home Unlimited: 27 Jun - 27 Jul 2014 94.78
Adjustments    
17 May 2014 Adjustments Change of plan 20.8
Reversed Charges    
12 May 2014 Reverse Charge Removing Snap Residential 100GB Data 27 May - 27 Jun 2014 -13.04
Subtotal 128.70   GST at 15.0% 19.30   Total Charges 148.00


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Ultimate Geek
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Snap Internet

  Reply # 1058253 2-Jun-2014 21:31
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Hi sbaird

Sorry for the confusion - Pinkfish has got it 100% right. I can confirm that there is no cost to change plan but because we bill in advance the "Change of Plan Adjustment" was the difference between your old plan (already invoiced) and the new, higher cost Unlimited plan.

Cheers (and enjoy the Unlimited data!)
Ralph




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator





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Master Geek
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  Reply # 1058271 2-Jun-2014 22:11
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RalphFromSnap: Hi sbaird

Sorry for the confusion - Pinkfish has got it 100% right. I can confirm that there is no cost to change plan but because we bill in advance the "Change of Plan Adjustment" was the difference between your old plan (already invoiced) and the new, higher cost Unlimited plan.

Cheers (and enjoy the Unlimited data!)
Ralph


I see that makes sense now, Thanks,
Confusing on the bill tho!

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  Reply # 1058480 3-Jun-2014 12:50
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I was confused for about 10 seconds when I saw it.




Richard rich.ms

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  Reply # 1058510 3-Jun-2014 13:08
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sbaird:
RalphFromSnap: Hi sbaird

Sorry for the confusion - Pinkfish has got it 100% right. I can confirm that there is no cost to change plan but because we bill in advance the "Change of Plan Adjustment" was the difference between your old plan (already invoiced) and the new, higher cost Unlimited plan.

Cheers (and enjoy the Unlimited data!)
Ralph


I see that makes sense now, Thanks,
Confusing on the bill tho!


Wait, no it doesn't.

If the plan change wasn't implemented until your next billing cycle, then the month that was already invoiced for should be your old plan, and hence there shouldn't be any extra fee.



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  Reply # 1058997 4-Jun-2014 03:22
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Looking at snaps web page unlimited without phone line vdsl is $109.

If one month was charged at old plan rate looks like starting 27 May, then if old plan rate charged around $20 owed.

$109 + $20 = $129.00, yet the bill looks like it's around $148.00

Or do the prices on the web page not include GST? If there's a note there saying gst not included I missed it.

Edit: Found this at bottom of summary offer.

All prices quoted are inclusive of GST.
This is a summary only. To see the full legal terms and conditions for this plan click here.



Maybe GST charged twice?

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  Reply # 1059024 4-Jun-2014 08:24
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You have been charged the fee to bring the last amount charged up to the correct amount for the new plan and a whole month in advance of the new plan.




Richard rich.ms

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  Reply # 1059149 4-Jun-2014 12:58
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So to bring the plan up to correct charge $20.8 from numbers in post in thread above.
Charge a month in advance and op said was on naked plan, plan charge from snaps web page $109.

Yet in numbers above has total bill $148. Even if op has snap plus phone, add $119 to 20.8 and still doesn't come to $148.
Unless op is paying for something else that's not showing in above charges.



81 posts

Master Geek
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  Reply # 1059150 4-Jun-2014 12:59
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rugrat: Looking at snaps web page unlimited without phone line vdsl is $109.

If one month was charged at old plan rate looks like starting 27 May, then if old plan rate charged around $20 owed.

$109 + $20 = $129.00, yet the bill looks like it's around $148.00

Or do the prices on the web page not include GST? If there's a note there saying gst not included I missed it.

Edit: Found this at bottom of summary offer.

All prices quoted are inclusive of GST.
This is a summary only. To see the full legal terms and conditions for this plan click here.



Maybe GST charged twice?


Also had a Extra data pack last month, $15

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