[Resolved] Trying to Get Away from Dodo. Please Help

carlaj on 13/02/2020 - 00:18
Last edited 18/03/2020 - 09:40 by 1 other user

Word of warning: I am the most technology illiterate gen Y ever. I know zero terminology and don’t even know what a router is. Please use simple words if you can.

So I have been bombarded by calls from dodo advising me that nbn is now available in my area (Heidelberg west, Vic) and that they need to switch me over to an nbn plan right away as my adsl connections are going to be disconnected in my area.
My adsl connection with them has been shocking to say the least (constant drop outs even with a replacement modem x2) since 2015 when I first signed up but I couldn’t leave as 1. They auto renewed my contract without me realising once I didn’t take any action at the end of my first contract period (I didn’t realise it was due to lapse) and I was tied down for another two years and 2. I helped my dad out and extended my contract by about 10 months by transferring his to mine when he moved house. Both he and I avoid paying exit fees at all costs.
Since they have been calling me to say the adsl connection will be cut I am under the impression that if they can no longer supply me with the service of our contract then the contract can be void. They’re telling me that when I signed up there was an agreement that once adsl is disconnected I have to sign up with nbn through them (?!)
I’m hoping adsl is cut off before my contract expires (in 9 months) because I want to change from dodo ASAP and I don’t believe their bs about having to sign with them.
My questions are 1. How can I move from dodo ASAP and
2. Any suggestions who I should sign up with? I typically don’t use more than 100gb/month according to my current usage alerts however we are looking at getting Netflix or something (don’t have any streaming services atm)
Thank you in advance for your help!!

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Comments

  • p1 ama on 13/02/2020 - 00:25
    -5

    You signed a contract with Dodo, so you will have to see it through. If they no longer provide the ADSL service, they may substitute that with another alternative, e.g. NBN. It doesn't give you the ability to get out of the contract early.

    • carlaj on 13/02/2020 - 00:35

      Thanks. Happy to wait out the 9 months if that’s what I have to do.
      and if the contract for adsl is for another 9 months but if they have to substitute to nbn does that extend the contract period again or increase my current price? I actually don’t believe anything dodo customer service tell me because they also told me in a phone call over a month ago that I HAD to change to nbn with them then and there as my adsl was to be disconnected. Still going (as weak as It ever has been) but there nonetheless

      • alvian on 13/02/2020 - 02:33

        I HAD to change to nbn

        ADSL and landline telephone services will be forcibly disconnected and discontinued approximately 18 months after nbn becomes available in an area.

        • carlaj on 13/02/2020 - 08:59

          Thanks for this information. That’s something along the lines of what I was thinking. So I should be able to see out the 9months remaining of my contract and then switch providers. Thanks!!

  • Hybroid on 13/02/2020 - 00:37
    +1

    They’re telling me that when I signed up there was an agreement that once adsl is disconnected I have to sign up with nbn through them.

    Verify this by going through your contract docs. That'll answer your question on whether you can move away or not.

    • carlaj on 13/02/2020 - 00:47

      I asked them to email me this clause /documents and they said they would. It’s been 6 hours and nothing received still. I can’t find my copy as it was from 5 years ago. I’ll be going to into a retail kiosk tomorrow to check with them. Thank you

      • alvian on 13/02/2020 - 02:28

        Look under the heading Older Versions - SFOA for the version applicable to you. While I haven't checked through every versions of the SFOA, these two terms seem common and relevant:

        2.5 If neither You nor We cancel the specific Service at the end of the fixed contract term or if the specific Service is not cancelled under clause 10 below, We will continue to provide the Service on a month to month basis in accordance with this SFOA and the Specific Service Terms and Conditions.

        2.6 If You do not wish to continue to use the specific Service on a month to month basis after the end of the fixed contract term, You must give Us 30 days notice of Your intention to cancel the specific Service. We will notify You at least 45 days before the end of any fixed contract term to give You sufficient time to decide whether to continue the Service on a month to month basis.

        These two terms contradicted what you wrote:

        1. They auto renewed my contract without me realising once I didn’t take any action at the end of my first contract period (I didn’t realise it was due to lapse) and I was tied down for another two years.

        You must have taken action to renew the contract for another two years because if there was no action then 2.5 & 2.6 said Dodo would continue your service on a month-to-month basis.

        • ThithLord on 13/02/2020 - 11:08
          +2

          You must have taken action to renew the contract for another two years

          or, the operator lied to OP.

  • trustnoone on 13/02/2020 - 01:03
    +3

    This seems all types of odd, most plans are 12months or 24 months and then your monthly after that, I've never seen a renewed whole entire 24 month plan. I'd also be asking for the specific clause that states you have to use NBN with them. Do you have the details of the plan name, so might be able to find the TOS online? Also if you're on a new plan I'd assume there was a break clause somewhere, which may mean extra payment but get out early at the very least.

    • carlaj on 13/02/2020 - 09:01

      Thanks. I’ll look for the TOS online as I can’t find my copy in all my emails. I can’t seem to find it in my dodo account online either.

    • dasher86 on 13/02/2020 - 12:33

      I'm starting to wonder if OP didn't get a 'replacement' modem rather a new one on the new contract for the same price.

      • carlaj on 13/02/2020 - 15:30

        This actually might be sounding familiar. Because I had issues from day one( I was previously using an iiNet modem) and I complained for so long about the drop outs they were telling me it was a modem issue. So when they gave me a replacement dodo modem they must have said that I had to start the contract again. But I had the same issue anyway even with the dodo modem and even after another replacement one.

  • holdenmg on 13/02/2020 - 01:45
    -1

    Dodo is a flightless bird.
    Jump on a Plane and fly away.

    You are now free…

    • carlaj on 13/02/2020 - 09:02

      Any recommendations on which service provider to go with?

      • Twix on 14/02/2020 - 13:19

        Superloop or Aussie Broadband.

  • Tech5 on 13/02/2020 - 02:27
    +4

    How the (profanity) is some company allowed to auto-renew for another 24 month contract. I feel like they are (profanity) with you and just tried to be unclear on the topic, in their favour.

    I have never seen a single contract for any kind of service, that is written like that. Worse case scenario, they keep charging you month by month.

  • garetz on 13/02/2020 - 03:25
    +2

    Looks like they are lying to you blatantly.

  • wiipantz on 13/02/2020 - 08:57
    +1

    Record every interaction with them, names, time and date also case numbers. Be consistent and press on for evidence of their 'claims'. Next use whistleout.com or similar to assist with finding a service to replace them. Some services I've personally used have been AussieBroadband and TPG both were good but Aussie was much better with a customer focus. iinet was good in the day for my parents also not sure today. The new ISP may be able to assist with NBN setup and other and might even have some help on switching. Once you have a new ISP you want to chose put this to Dodo your'e leaving citing evidence or lack thereof on their side and you dictate the terms and get them to agree in person and in writing, or just writing if on the phone. If none of that is satisfactory perhaps elevate to the Telecommunications Ombudsman once you have gathered a case and tried to work it out with Dodo but they are still on the surface making spurious claims. I've had to do that once or twice in the past but not generally with an ISP. This is just some of the steps I might try, good luck. Let us know the progress.

    • carlaj on 13/02/2020 - 09:20

      Thank you. I would have done this back in the day but now with two kids and a third on the way I unfortunately don’t have the patience to deal with this sort of stress. Plus I’ve already had half a dozen calls from them telling me I HAD to change over to nbn that day etc and I didn’t get any of their names or details. I think I’ll just wait the 9 months and spend this time researching for a new service provider as it doesn’t look like I’d be able to exit without paying the fees. Thanks for taking the time to respond

      • wiipantz on 13/02/2020 - 09:38

        Meh, each to thier own. The time writing this up and already dealing with them, in reality could potentially be one more phone call and possibly reading through some terms. All good, and good luck.

  • orangetrain on 13/02/2020 - 09:00

    Ask for contract and when it was agreed. We don't know. Your dad might have agreed for all we know.

  • werdnanostaw on 13/02/2020 - 09:47

    Is your primary email address [email protected]?

    NEVER use the email address provided by RSP (Retail Service Provider = new name for ISP = Internet ditto). If you do, you can't switch RSPs easily.

    If it is, you have to let all of your contacts know your new email address, such as [email protected], before you switch to a new RSP. Wait a month or so before switching to make sure all email is coming to new address. Follow up if necessary.

    If you are using an email client program on PC, such as Outlook or Thunderbird, you can sort by Sender to identify all senders. You can't do this with Gmail.

    Note that there are 2 Contacts lists in Gmail:

    1. The Contacts you have added

    2. Any email address you have sent or replied to that isn't in main Contacts list is added to Other Contacts at bottom of Gcontacts left panel.

    Some RSPs let you pay, $25/year for iiNet, to retain email address. During that year whenever you receive an email at old address notify them of new email address. At end of year decide whether to retain old RSP address.

    BTW we are with Dodo NBN FTTN and we get a rock steady connection. We got a free upgrade from 25 to 50. Speedtest just gave 46/22 (at 0640).

    • carlaj on 13/02/2020 - 15:27

      No I’ve never had a service provider email address. Only ever hotmail or gmail. Could you tell me how I can do a speed test? Thanks! And what numbers should I be looking out for?

      • werdnanostaw on 13/02/2020 - 16:02

        Speedtest.net

        For ADSL maximum theoretical speed is 25 Mbps down.

        Real world maximum drops with distance from exchange. Usually for a close, good connection should get 16Mbps though friend who lived 100m from exchange got 22.

        We are 1.5km from exchange and got about 6 on ADSL.

        Anything less than 1 is hopeless.

        For NBN RSPs are required to publish expected speed during peak hours. 43 is figure they usually quote for 50 plan.

        Connection types, in order of increasing speed/reliability:

        • FTTN - uses existing phone line to connect to node (green box) up to 1.5km away

        • HFC - uses existing cable TV cable

        • FTTC - optical fibre to box in manhole outside your house. Uses existing phone cable to carry signal inside.

        • FTTP - fibre the all the way into house

        Since your area has just been installed likely to be FTTC.

        • carlaj on 14/02/2020 - 00:52

          Thank you! That was super helpful! Is it typical for the Speedtest result to vary within a matter of minutes? I was getting anything between 0.75 to 2.57 download speed when testing on my device only seconds apart. And you are right, I’ll be FTTC. are different ISPs likely to make a difference to my connection considering it will be FTTC? Any tips on what to look out for when it comes to choosing?

          • Twix on 14/02/2020 - 13:13
            +1

            @carlaj: It's typical for speedtest results to vary seconds apart.

            ISP choice can make a big difference. ISP network can get congested and speeds can slow down. This most often occurs in the evening when people are at home from work and school.

            My tips are to choose an ISP with no contract and onshore Australian support.

  • H E B on 13/02/2020 - 11:38

    Why you say you HAD to switch to NBN? Has all the landline existing ADSL actually been disconnected or it is more that it WILL be disconnected soon so they're starting to hound you.

    Because IF they can actually still supply you adsl but they just want you to upgrade then by switching to someone else I would think you have a problem.

    But if the government or someone like Telstra who supplies the phone lines has actually said your phone line will be disconnected by next month then obviously DODO can't supply your adsl so you would have a stroner argument with them.

    The things about the contracts and auto renewal seem unclear to me. If dodo say that you have some sort of a contract and you're not really cluey on what's going on with the adsl and contracts and deals etc you really need to get in touch with them to understand it all better as there's a good chance they are probably right.

    I've never heard of auto renewal for another 24 months on adsl contract. The whole idea is to keep you for 12-24months to cover setup/modem/service fees. Maybe you upgraded to a new plan I have no idea.

    • carlaj on 13/02/2020 - 15:37

      I got my letter this week saying nbn was now ready and existing connections will be cut in jan 2021. So when they called me over a month ago saying I had to change over that day, they must have been using scare tactics to get me to change which I find really dodgy. Turns out exit fees are only going to cost around $200 as opposed to the $500+ I thought it would. So I might just take my time finding the right isp for nbn then switch and pay the fee. Thank you for your help!!

      • Twix on 14/02/2020 - 13:16

        Yeah scare tactics. Some ISPs got fined for this a few years ago.

  • Jade81 on 13/02/2020 - 11:56

    I agree
    Cut and paste all these details and hand it over to the telecommunications ombudsmen.
    End of your work
    I've used dodo before. I got out of my contract by sending emails every time my service couldn't connect and c.c ing myself, sent to TOmbudsman. Presto do do was gone

  • highwind on 13/02/2020 - 19:22

    If you go to the NBN website and search your address, it tells you when the disconnection is supposed to be. Under "more address information".

    I picked a random house in your suburb as example, which has Jan 2021 as the disconnection date:
    https://www.nbnco.com.au/learn/rollout-map?lat=-37.744&lng=1…

    This will tell you how urgently you need to deal with it. As for leaving Dodo, I think the comments here are valid. They probably lied to you about 2-year contract; I don't think a new contract is legal unless they have something proving you explicitly agree dto it, and they must not have mislead you. Contacting the ombudsman can help regarding
    the contract and the steps to leaving them.

  • GaryG on 13/02/2020 - 19:55
    +1

    If they are telling you that you must switch straight away that is a lie and they are trying coercion. There is an 18 months change over period and Optus got prosecuted and fined, for lying about that to customers. Sounds like you need to tell them you are leaving and call their bluff.

    As for who to use, I recommend Aussie Broadband. Great company and if you like I can give you a referral code so we both get credit. Regardless of that they are greatto deal with.

  • MELso on 14/02/2020 - 08:54

    Looking at the CIS, it's $24 per month to break contract. https://www.dodo.com/plan-summaries/adsl-cis

    Try Belong on NBN. They now shape their $55 starter plan to 37mbps (so no longer 47mbps), but it's still far better than anything costing less than $70… https://www.ozbargain.com.au/node/485365

  • carlaj on 16/03/2020 - 22:16

    If anyone is reading this still or if you’ve stumbled across this, I managed to end my contract with dodo today. They called me for the 67th time trying to sign me up to nbn with them and I told them I am not happy to change to a new product with them if they can’t even supply a service I’m currently paying them for (adsl). They tried saying that it could be my modem location causing my frequent drop outs of internet as it’s 2-4m away from my microwave/fridge (?! Didn’t know this was a thing) but I was firm and demanded they end the contract then and there. Took 45 min on the phone but I did it. Yay!

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