Live Connected forcing plan changes - double the price for less!

peterpeterpumpkin on 31/01/2014 - 13:55
Last edited 02/02/2014 - 01:09

UPDATE:
~~
YOU MUST LEAVE LIVE CONNECTED TODAY! THEY REQUIRE 30 DAYS NOTICE TO CANCEL PLANS (and only gave us 29 days) SO SEND AN E-MAIL TODAY ASKING TO CANCEL YOUR PLAN IF YOU DO NOT WISH TO NEGOTIATE A NEW DEAL.

UPDATE 2:
SOME PEOPLE ARE REPORTING IF YOU PORT OVER TO A NEW SERVICE YOU WON'T HAVE TO WORRY ABOUT THE TERMINATION RULES ANYWAY. THE LADY ON THE PHONE TOLD ME TO SEND AN E-MAIL (SO I DID) AND RING BACK ON THE 27TH OR SO. EITHER WAY I'LL BE PORTING OVER AROUND THAT DAY.
~~

UPDATE 3: I'M CONFUSED. SOME PEOPLE SAY THEY CHARGE YOU IF YOU CANCEL AND YOU LOSE YOUR NUMBER SO IT'S BETTER JUST TO PORT OVER BEFORE MARCH 1 WITH ANY PROVIDER?

I'M ALSO HEARING MIXED REPORTS AS TO WHETHER SOME OF US LEFT A REFUNDABLE DEPOSIT. THE LADY ON THE PHONE SAID I DIDN'T.

From Live Connected/Vaya:

Your Vaya mobile service for ####,###,### has now been connected to us for almost 2 years! I know, time flies! The good news is that we've loved having you on board and hope we've really saved you on your mobile bills each month since being with us. Unfortunately however, we cannot continue to offer you the same mobile service plan that we offered you to date. Don't panic, our new mobile plans are still the best on the market! Your plan, Tribe 11 (Series 1), will change to the Rapid 23 - Loyalty on the 1st March 2014.

You'll see your new plan, Rapid 23 - Loyalty on our website, except for one difference, you get the plan advertised on our site for $1 cheaper per month than new customers!

Are there any cheaper alternatives out there that might not be as good, but closer to $11 than $19+?

Note that I would get 1.2 GB less data with the $19 plan as well as less probably everything. Sucks for the Today Tonight "Aussie battlas".

Whirlpool complaints : http://forums.whirlpool.net.au/forum-replies.cfm?t=2152340&p…
Youtube: http://www.youtube.com/watch?v=v5_It1JEXAs
Support Ticket: http://support.liveconnected.com.au/support/tickets/new (but I would use their e-mail instead)

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Comments

        • cloudy on 03/02/2014 - 10:19

          Is that only a 12month solution? what happens after 12 months?

        • King Tightarse on 03/02/2014 - 10:21

          Yes, just want to buy some time.

  • ironplus on 02/02/2014 - 02:37
    +1

    Yes saw somewhere on whirlpool its 21 days notice now.

  • [Deactivated] on 02/02/2014 - 05:27
    +1

    I would treat the "21 days" notice with a grain of salt. In fact they have to give the consumer 42 days to cancel anytime without penalty after a major variance to the terms. The TIO will walk all over them if they tried to enforce this.

    http://www.tio.com.au/__data/assets/pdf_file/0019/9109/Varia…
    http://www.tio.com.au/__data/assets/pdf_file/0019/9073/Notic…
    http://www.tio.com.au/__data/assets/pdf_file/0015/9105/Unfai…

    • King Tightarse on 02/02/2014 - 11:45

      Yes.
      The 21 days clause in their Terms and Conditions is associated with changes to the "Fair Terms" which I would interpret as variance within the original contracted deal. This case is cancelling the deal and shunting people to a completely different plan (different in nearly every parameter)so I am not sure it applies.

      Please note have no actual knowledge of the subject, other than a limited amount of laymans's common sense :)

  • mycosys on 02/02/2014 - 19:33

    Nothing sus - just exactly a month after they massively raise the prices that they cut off the old plans, not before when we could have grabbed the effing 3g plans

  • leeroys_dad on 03/02/2014 - 12:16
    +1

    UPDATE: as of just now, Ben from vaya (LC) confirmed on whirlpool that users who were moved to a new plan in october 2013 will not be moving plans

    • kingsville on 03/02/2014 - 12:27

      now, let us all hope that LC actually makes good on this promise/statement/confirmation!

      • battler on 03/02/2014 - 17:59

        Got my apology email a few minutes ago.

        • kingsville on 03/02/2014 - 20:33

          got mine too.

          phew!

  • Luminary on 03/02/2014 - 18:17
    +1

    Just got a new email.

    Hi Tania,

    So, it's hard to say 'I'm sorry' but we really are. We may have sent an email to you on Friday regarding a new plan for your mobile service (######) -, when in fact, we may have already sent you one last year about a plan change. If we did, and you had received the earlier, one, please disregard Friday's email and stick to the one we sent you last year.

    ====

    I did receive an email around October in which they stated they were getting rid of free social and changing my data from 1.5GB to 1GB… Going to email to confirm this is the "plan change" they are talking about. Hopefully the price stays the same..

    • battler on 03/02/2014 - 18:38

      Why waste their time emailing them. They have issued the apology and now you continue for another 20 months on same plan (2 years past 1 Oct)

    • MissP on 03/02/2014 - 22:39

      I got the same "retraction" email.
      Called Vaya to find out if they could cancel my new Vaya sim and refund my $20, as i was going to stay on my original $10.99 plan thru LC after all.
      Was told by CS-Rep that they do not know anything about a retraction email and my plan will be transferred over to the new $23 plan as of 1st March.
      Apparently, this came from above so there was really noone else I could talk to.
      "The only thing you can do now is email LC customer care with copies of both emails and sort it out with them" - WHAT?! Vaya owns LC too!!!!! #facepalm
      Sent one irate and firm email, let's see what they come back with….grumble-moan

      • MissP on 06/02/2014 - 17:16

        FWIW, LC finally emailed me back - i DO get to stay on my Pioneer Medium plan but they would not confirm how long for!
        At least I have it in writing now!

  • InfraRed on 03/02/2014 - 22:13

    Whats everyone on the old $4.99 plan going to?
    The options I've found are the Yatango($6/mo 100 min) and Telechoice($10/mo for 24 months) any others?

  • Shwayne on 03/02/2014 - 22:53
    +1

    I assume anyone on the prices just before the recent hike remain unaffected?

  • plasmapuff on 04/02/2014 - 01:28
    +1

    Pheeww..good thing I locked in for a 2 year contract on the $11 Vaya 3G plan. Still have 12 months to go at least :)

  • Lancerx on 04/02/2014 - 02:26

    Ok just to make it clear, if i port my LC number to another provider say Vodafone/Virgin before end of Feb, does the 21 days rule notice still apply? meaning would LC still charge me after 1st March even though i'm with other provider then.

    • machej on 04/02/2014 - 02:31

      No, I don't believe so since Ben from Vaya said so on Whirlpool. It may still be pro rata though.

  • nubzy on 04/02/2014 - 11:46

    I still have not received any email telling me that I will have to move to $19 plan, I signed a number of people up to LC and if we do get the email will be moving to another provider. Nor did they cut my data to 1gb a few months ago like other people are mentioning.

  • petestrash on 04/02/2014 - 14:17

    Got an email from LC yesterday
    "We're Sorry. We sent you a letter on Friday - throw it in the virtual trash.

    So, it's hard to say 'I'm sorry' but we really are. We may have sent an email to you on Friday regarding a new plan for your mobile service (xxxxxxxxx) -, when in fact, we may have already sent you one last year about a plan change. If we did, and you had received the earlier, one, please disregard Friday's email and stick to the one we sent you last year."

    Vaya have promised to keep plans for 2 year periods. They already changed my plan in Oct 2013, so looks like i'm now good till Oct 2015.

    • King Tightarse on 04/02/2014 - 14:25
      -2

      Vaya own Live Connected and in business for the purpose of making money. If it isn't in the contract, their promise = nothing. What IS in the terms and conditions is a clause giving them the right to alter terms of your contract at any time provided they give you notice.
      It's Vaya that just kicked most people off the LC plans and effectively up-sold them by diminished choice to a dearer ones - many with the Vaya brand.
      Have a look at the mess and confusion over at the Whirlpool thread. I would use anyone but them given the way they have handled this and the low regard they have for their long term customers.

      • petestrash on 04/02/2014 - 16:27

        No argument that the whole thing is badly managed, and has pi**ed a lot of customers off. Ben from Vaya has repeatedly said on whirlpool that it is Vaya policy to maintain plans for a period of 24 months (even for the month to month customers). This should be enough ammo for a TIO complaint should it come to that in the future.

        In the meantime I have been happy with the phone service provided, and consider every month I continue paying $20 less then current plans a bonus.

  • godofpizza on 04/02/2014 - 17:01
    -1

    This so BS.

    Hi GODOFPIZZA,

    Thanks for getting in touch.

    We're sorry to hear you wish to cancel your service. Please note that should you permanently disconnect your service, meaning the number cannot be used again ( cannot be transferred to another provider) , there will be a $30 disconnection fee incurred in addition to the payment of the billed/unbilled charges.

    Should you choose to transfer to another provider then the $30 disconnection fee can be avoided.

    Please note that as our bill cycle runs from the first day to the last day of the calendar month, therefore your allowance may be pro-rated dependent on the day of the cycle you choose to disconnect. We strongly suggest you disconnect your service at the end of the month.

    As soon as we have your consent to this charge and these terms, we can schedule the disconnection as requested by you.

    Should you intend to transfer to an alternate carrier, we wish you the very best and thank you so much for trying Live Connected.

    Best regards,

    Mark- Customer Care Team

    • petestrash on 04/02/2014 - 17:15
      +3

      If you are moving to another provider there is no charge, just port out.

      If you don't want the number, just port to a $2 sim. Then throw it out. Saves you $28.

  • qwerty123 on 04/02/2014 - 18:18
    +9

    For those who are thinking of joining their Rapid 23 plan

    You'll see your new plan, Rapid 23 - Loyalty on our website, except for one difference, you get the plan advertised on our site for $1 cheaper per month than new customers!

    Email reply:

    Please be advised that this plan is under 3G connection at $1 less on your monthly access fee. Should you wish to get 4G connection, $20 for replacement 4G SIM card and $10 plan change fee will be apply. Also the $1 discount will not apply.

    In short, you will not get 4G connection if you take up their kind offer.

    • KBZ on 04/02/2014 - 18:36
      +5

      WHAT THE HELL. That is just shocking… no words.

    • ironworthy on 05/02/2014 - 11:35

      is there such a thing as requiring a 4G sim to access 4G? I've been with LC for two years. For some reason beginning this year I've been able to access 4G in certain areas (my phone is 4G capable). It's the same sim i've had for 2 years.

    • boab88 on 05/02/2014 - 15:10

      Just got the same. I'm going to argue with them now. Let me know how you got on

  • [Deactivated] on 05/02/2014 - 21:35
    +1

    I sent an email a few days ago.:

    On Sat, Feb 1 at 11:54 AM , <[email protected]> wrote:
    Hi

    Can you confirm that my current plan Tribe 11 will be automatically changed to a different one as of March 1? The rumour has been circulating for a while now.

    Regards

    Here is the reply:

    Hi,

    Thanks for your email.

    For your query, yes it will automatically change on our end.

    Should you require any further information or assistance, please feel free to let us know or call us @ (07) 30383068. Kind regards,

    Darwin- Customer Care Team

    Is there a $15 plan with around $100 included calls and 1GB data?

  • StewBalls on 05/02/2014 - 23:29

    Hmmm, interesting that I've still had no email from LC…

    • pooman on 06/02/2014 - 12:07
      +1

      Same. And for two accounts that are not linked. Surely they cannot make the switch without direct notification to a customer.

      • scatman00 on 11/02/2014 - 20:09

        …. still no email on my end….

        • scatman00 on 12/02/2014 - 18:33

          found the below, looks like only getting changed once you hit 2 years.

          Whirlpool

  • takezo on 12/02/2014 - 10:49

    I got an email which basically said if I got the first email and not the second, then my plan was changing. They couldn't even confirm if that was the case. Absolute shambles.

    Although Vaya looked the best bet, I've gone with Amaysim.

  • MissP on 13/02/2014 - 15:03

    I got the first email about the plan change. I opened a new account with Vaya (not realising they are the same company - doh!!!).
    I then got an apology email saying I was mistakenly emailed and my plan will not change (have in writing!).
    Have contacted to cancel Vaya account and return sim.
    Now they will not refund me full $20 (paid for Vaya sim) as they have to deduct "$10 postage" - had they not stuffed up and sent me those wrong emails, never wouldve had to open a new account.
    Worth opening dispute with TIO???

  • chillybags on 27/02/2014 - 22:30

    fuming, absolutely fuming

  • Cabbage_enforcer on 28/02/2014 - 23:23

    Although I didn't receive one (or both) of these infamous emails, after one and a half years of dealing with their shenanigans and appalling customer service, I finally bit the bullet and left Live Connected today.

    Although I'm going to be paying nearly 3 times what I was on with my new carrier, Im looking forward to using a proper carrier who doesn't treat their customers with contempt.

    Using a phone company is not supposed to be a frustrating and stressful experience, which too often it was with this mob.

    Feels like I just escaped from prison.

  • Sildenafl on 03/03/2014 - 23:56

    Wow. Didn't receive the email and got changed/downgraded to a more expensive plan. Not to mention I've now gone over my data limit (only have 500mb, used to have 2gb), so my data is barred.

    This is really bad practice. Gave LC a call and all they said was that they were gonna check their email records to see if the email was sent to me or not.

    This happen to any other unfortunate person?

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