Have I Been Dudded by Telstra?

Captain Kremmen on 19/05/2019 - 11:17

I signed up for this deal https://www.ozbargain.com.au/node/416170 on 14/12/18 with connection occurring 4/2/19.

Received this email Friday. Dear ,

We’re sorry. We’ve identified a technical issue that means there is an active Internet service with Service ID:
on your account that hasn’t been billed correctly, meaning we have not been billing you the monthly charge.

To fix this issue, we’ve placed this service on the BigPond Broadband 200GB plan for $79.95 per month. We are not looking to back bill you for these charges. The Critical Information Summary with all the details on the inclusions for this plan can be found here.

What do I need to do?
If you’d like to continue with the BigPond Broadband 200GB plan, then you don’t need to do anything. To give you time to adjust to this, we’ve applied a credit of $79.95 which is equivalent to one month’s worth of plan charges. This credit will appear as ‘One-off Service charge Refund’ in the ‘Account Charges & Credits’ section of an upcoming bill.

If you want to change your plan, or no longer wish to continue this Internet service, please contact us on 13 2200 so we can make the required change. Rest assured, you won’t receive any Early Termination Charges if you choose to disconnect this service.

If you’ve made any changes in the last two weeks please ignore this email.

If you have any questions, please contact us on 13 2200. We’re here to help.

Regards,

Michael Ackland
Sales and Service Executive

A Telstra CSO advised that because they have been unable to connect my phone the order was never completed therefore I was not being charged. The CSO also advised that due to the NBN being in the area they could not provide me with a phone connection on Cable. Plan details also show a contract end date of 7/5/2021.

After half a hour on hold the CSO offer was: We can put you back on an unlimited casual plan (which does not include phone or phone calls) for $90.00 per month. I did not accept this offer as I thought being charged $1 more for a lessor service was a bit rich.

I guess my question is am I being a bit pig headed not just accepting the above offer as essentially I have been getting free internet for this last 4 months. I do want an unlimited casual plan but I'm not sure what a reasonable cost for this service should be.

Any helpful advise from Ozbargainers would be great.

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Comments

  • Diji1 on 19/05/2019 - 12:53

    From my understanding 90 bucks unlimited is a pretty good deal for Telstra, particularly for not having contract.

  • redfox1200 on 19/05/2019 - 13:04

    i have unlimited 100/40 on cable on NBN for $80 ($90 with $10 credit)

    • Captain Kremmen on 19/05/2019 - 19:38

      Thanks redfox1200. Are you on a contract?

      • redfox1200 on 19/05/2019 - 19:45

        nope, but i just came out of contract. i said i was thinking of leaving but if you can give me 100/40 for the same price i'm already on then i'll stay.

  • [Deactivated] on 19/05/2019 - 14:38
    +7

    Didn't read past Telstra and Dudded but yes, those two words go together.

  • donga100 on 19/05/2019 - 14:52
    +1

    Just go with Aussie Broadband casual plan on NBN instead.
    https://www.aussiebroadband.com.au/nbn-plans/

    • serpserpserp on 19/05/2019 - 19:18
      +1

      Or these guys for $69 a month: https://www.tangerinetelecom.com.au/nbn/nbn-broadband

    • Captain Kremmen on 19/05/2019 - 19:42

      I am starting to think leaving Telstra may be the way to go.

      • conan2000 on 19/05/2019 - 22:24

        100%, worst customer service I have ever experienced. Plenty other options out there, absolutely no reason to deal with Telstra if you're on NBN. I only ever used them because it was their cable or ADSL. As soon as NBN was available I ditched them and haven't regretted it for a moment.

        • Captain Kremmen on 20/05/2019 - 06:53

          Currently on cable. Until now I had no plans to move to NBN until I had to. I think I will move to NBN early.

        • pjcook on 20/05/2019 - 07:35

          While I don't disagree with your opinion of Telstra customer service, you are not correct about plenty of other options out there of you're on NBN. Do research as the amount of capacity the ISP has can have a huge impact the performance of the connection.

          • conan2000 on 21/05/2019 - 22:08
            +1

            @pjcook: Telstra 100Mb NBN is $120 looking at their website, Aussie Broadband mentioned above is who I now use. $99 and I've never speed tested below 93/32. They are also the only ISP I believe to show their CVC, which is agood feature. Telstra advertise 80Mb peak speeds, lower than most ISPs, and if you ever have any issues, good luck. Telstra and NBN both in the equation, might as well give up and move overseas by that point.

            They are not the cheapest option, but I'm sure there are other good options out there, I have heard good things about Exetel and afew others. There's no way it's worth paying the premium for Telstra any more.

            • pjcook on 22/05/2019 - 10:07

              @conan2000: That was actually my point. I never mentioned other ISP's. just recommended doing research. Aussie BB are one of the good ones, plenty of otheres not so much….

  • srhardy on 20/05/2019 - 08:59
    +1

    exetel 50/25 $55 500gb or $60 UNL

  • Densor on 20/05/2019 - 09:00
    +1

    Just join Exetel on their $59 per month 50/20 plan and get a free PAYG VOIP included. If you want unlimited local,national and mobile calls it's $10 extra per month.

    I really don't know why people stay with Telstra if they are getting no service. Exetel aren't real good on the service side of things, but their speeds are perfect. If you know you have a good incoming line and aren't going to have to continually have them chase the NBN for repairs, you may as well jump ship and save your money.

    • azonki on 20/05/2019 - 11:04

      Hate to disagree, but I have been with Exetel for many, many years and have found their service to be first class.
      As they sell Telstra and Optus wholesale products, the only issues I have had have been when the wholesaler has failed with mobile outages or with copper line failures.

      • Densor on 20/05/2019 - 12:02

        Sorry, don't get me wrong. I think Exetel are great. I'm with them and have had no problems and I am recommending them. If people read the forums they will find people criticising them for things out of Exetels control such as NBN and Voip transfers. They are a smaller company and their call queues do get long but call backs are available if you can't wait.

    • kiitos on 10/06/2019 - 15:46

      That's good - did Exetel port your landline number to VOIP for free too? Did you have to do anything special to get the PAYG VOIP?

      • Densor on 11/06/2019 - 08:51
        +1

        You have to ring and request the PAYG VOIP. There isn't an option on the online application. My VOIP was already with an independent provider but as far as I know it is free to port.

  • Ken1977 on 20/05/2019 - 09:43
    +1

    So you got free internet for 6 months because Telstra couldn't connect home phone. Now they realise they can't connect it, so they want to change you to an internet only plan. And now you are not happy about paying for the internet which was free?

    • Captain Kremmen on 20/05/2019 - 16:49
      +1

      Don't have a problem paying for it. Just put me on a plan which at least resembles the one I signed up for. I also believe it should be at less cost than the plan I signed up for as I have lost the phone line/calls from the plan.

  • OnAWhimTwo on 20/05/2019 - 19:02

    If there was an error you should be able to cancel. If they cannot supply you with the plan you ordered the error is theirs not yours.

    Choose another provider is my response. But then I wouldn't go with Telstra if they paid me to be on the service.

    • Captain Kremmen on 20/05/2019 - 20:38

      I'm one of the hold out's who doesn't want the NBN just yet. I want to hold onto my cable internet for another 12 months so I would prefer not to cancel. Telstra has acknowledged that the phone part of the bundle was not processed correctly so as a response placed me on a internet only plan.

      Hopefully if I keep on pestering Telstra they will put me on the plan I actually signed up for or if not a better deal on the plan they have foisted upon me.

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