Telstra NBN Upgrade - Rant [Solved]

bargain crazy on 01/09/2017 - 15:46
Last edited 02/09/2017 - 10:58

Hi,

I am currently Telstra ADSL+ customer and I received an email from Telstra that my area is now NBN ready, and they are sending me a modem and If I plugin that modem, I will be upgraded to NBN on my current plan without any charges (Even, the leaflet that came with modem mentioned the same).

Now after nearly 8 weeks, I called Telstra to check why haven't I been upgraded to NBN yet, then Telstra mentioned that it wouldn't happen automatically and I would need to re-contract myself for another 24 months (I am already contracted for 24 months, out of which 12 months are remaining).
After the mention of email and leaflet which claimed that current plan would exist as is, they won't budge.
After quite a hassle, they agreed to keep my existing plan and not re-contract but push the price up by 20 dollars.
In 2016, joined in a promotion scheme which makes me eligible for $20 discount every bill, and after upgrading my existing package NBN, I won't get that discount.

To me it looks like that Telstra is finding way to re-contract customers for another 24 months in lieu of NBN upgrade.

Why would Telstra inform customer's about existing package remaining the same and then asking customers for more money to keep existing contract or re-contract.

P.S. - already posted on Telstra's forum

Text from Telstra website - https://www.telstra.com.au/broadband/nbn/nbn-kit-upgrade
Will the terms that apply to my service change?

While there’ll be no change to your monthly bill, plan type or contract period, the network that supplies your services will change. The ‘Services on the nbn network’ terms in the Home & Family section of Our Customer Terms will apply to your services once you’ve moved to the nbn network. Please see: Telstra.com.au/customer-terms/home-family/services-on-the-nbn

There is no additional change to your current plan’s monthly charge. Your existing plan and contract term with Telstra won’t change either. The network that supplies your services will, however, change. The nbnTM Explained flyer provided with your kit highlights what you need to know about the nbn network.

TLDR; - After promising free NBN upgrade Telstra either trying to re-contract for 24 months or increasing the monthly plan for NBN upgrade

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Comments

  • apple2016 on 01/09/2017 - 16:01
    +1

    ACCC will be interested in this if Telstra promised you a free upgrade and later charged you $20 more + new 24 month contract.

    Personally I would use this as a reason to break the contract without penalty and switch providers.

    • bargain crazy on 01/09/2017 - 16:07

      Thanks, I was also thinking the same and wanted opinions. I will call Telstra and will discussion about termination as well.

      • one man clan on 01/09/2017 - 16:37
        +1

        Trouble with telstra at the moment is that you seem to get the manilla call centre no matter what and they seem to be working off a very limited script. Anything beyond the norm won't get you far.

        I had negotiated to recontract with telstra after cancelling (you can't suspend your service and I was doing renovations for 3 months). They were totally inflexible on packages and non-competitive with competitors. I ended up signing up with Aussie Broadband and foxtel separately and saved $20 a month for a better package.

  • Beanvee on 01/09/2017 - 16:46

    Funny I received a similar email saying NBN is coming and it clearly states it won't change my plan or bill http://i.imgur.com/6BbcMjU.png

  • scrimshaw on 01/09/2017 - 16:53

    Threaten to leave and you should get the attention of their customer retention team, see if they will change their word.

    Tell them "You want me to pay a higher fee despite having promised me that my bills will not increase, why should I continue with being a Telstra customer when other companies are offering me a better deal"?

    You can apparently call the cancellation team but I don't know if that number still works.

  • bargain crazy on 01/09/2017 - 16:54

    [Update] - I just called the NBN customer service and asked them to email me in writing that I either need to re-contract or to pay increase price.
    Any guesses what happened next?? The previous adviser was wrong and I will be upgraded to NBN in next 7 days without any increase in price or re-contract.

    I guess they are just trying to get customers re-contracted or to increase bill and those who agree is a win situation for them.

    • KBZ on 01/09/2017 - 17:01
      +4

      (profanity) telstra.

  • Diji1 on 01/09/2017 - 17:19
    +1

    Why are you even using Telstra for an NBN connection? They are Australia's largest, most expensive residential ISP - at their lowest available rates. They specialise in conning people for more money than that of course via various scheme like the one you just described.

    Why are you using this shoddy outfit?

    • bargain crazy on 01/09/2017 - 17:50

      I agree, but when I rented this property, there was no lead-in cable and all other operators were taking 6-8 weeks to get the Telstra contractor to fix the lead-in cable issue. But as we all know Telstra was able to complete that in a week(if I opted for 24 month contract) as they owned this infrastructure.
      Hence had no other option and that's the reason I don't want to re-contract for another 24 months. Will change the ISP as soon as current contract is over.

  • dmac80 on 01/09/2017 - 17:47
    +1

    This happened to me - I received the same letter a few months ago, called them to arrange the change to NBN and they tried to charge me and recontract me. I think it happens if you call the NBN sales team.

    Long story cut short, I hung up and called back and got put through to complaints - they sorted it out for me and connected me for free with no recontract. It's just Telstra sales people trying it on.

    • bargain crazy on 01/09/2017 - 17:51
      +1

      Exactly same happened and I also went the same way and same result!!!

      Edit - even if Telstra sales are trying, they are providing wrong information to customers.

  • ESEMCE on 01/09/2017 - 17:55

    arguably your monthly bill isn't changing…
    BUT you will no longer get the $20 discount..
    In billing terms they're 2 separate lines, so there is no deception.

    • bargain crazy on 01/09/2017 - 18:07

      No, when I called second time, they mentioned that customers who are in contract will be getting discounts. But if u r on legacy plan or month to month billing then you won't get the discount.
      Website clearly say the terms of contract remain same, which means discount should still be applicable.

  • Baebs on 01/09/2017 - 18:47

    Hmm Optus is keeping out plan yet charging 15 extra for the same speed. Does having the same speed mean it will peak higher in nbn?

    • bargain crazy on 01/09/2017 - 19:22

      Not sure.. Telstra is putting everyone on base speed 25/5…

      • Baebs on 01/09/2017 - 19:23

        Hm.. the rep said we're getting 30 down + an unknown upload, not sure if they lied to me considering how all plans i've seen are 12/1 -> 25/5 -> 100/40.

        • buckster on 01/09/2017 - 22:34

          Those speeds are all 'theoretical maximums' - some companies are now starting to tell you what your minimum should be, as opposed to your maximum

  • cockneylondoner on 01/09/2017 - 20:12
    +1

    Unfortunately your telecom companies have you by the short and curlies.

    I read recently that the average Australian download speed is slower than the top 50 countries and on a par with some South American countries and that in another article it said the price is 17 times more expensive than the prices charged in Europe, although I think that's debateable.

    Plus they have the hide to lock you into a 24 months contract!!

    It appears to me that your ACCC has as much bite as a toothless dog!

  • Associated87percent @ Telstra on 02/09/2017 - 00:58

    Op, I with for Telstra. If you want, send me a PM with your name and contact number and your username and I'll get it checked out for you

    • bargain crazy on 02/09/2017 - 10:58

      Thanks, but few calls to complaint centre sorted it out.

  • try2bhelpful on 02/09/2017 - 13:09
    +1

    Bloody overseas call centres - sick of the lot of them. The joke is that more and more companies are not only outsourcing their call centres they are outsourcing delivery of their product/service as well. Hold on people we are likely to be in for a bumpy ride over the next few years.

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