Misleading Change Plan Information
Posted: Wed Jan 27, 2016 2:03 am
I was just looking at changing my plan. On the change plan page, there is no mention of any line rental fees in addition to the quoted plan fees. For example the TR-300 plan says that the total monthly cost is $54.99. Given that the current plans advertised for new customers state that the line rental is included in the plan fee, it would be a valid assumption that this was also the case for existing customers if there was no information to say otherwise.
I requested a plan change and was shown the following confirmation web page:
Again, it says the Monthly Broadband Plan cost is $54.99 and the Total Monthly Cost is $54.99 - no mention of any line rental fee.
However, the confirmation email I received says:
Total monthly cost is now $79.99, which is not what was offered when I hit the confirm change button. I assume that the extra $25 is the line rental fee but it should have been stated in the original offer.
I requested a plan change and was shown the following confirmation web page:
Code: Select all
Thank you! Your plan change request has been successfully placed.
Service number: 07xxxxxxxxxx
New plan name: T-R - Bundled - 300 GB
Download allowance: 150GB Peak
Offpeak download allowance: 150GB Offpeak
Monthly Broadband plan cost: $54.99
Add-ons: No add-ons
Total monthly cost: $54.99
Plan change fee: $0.00
Total minimum cost: $54.99
New Contract term: Existing Contract
However, the confirmation email I received says:
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Here are the details for your new Broadband bundle plan.
Service number: 07xxxxxxxxxx
New plan name: T-R - Bundled - 300 GB
Download allowance: 150GB Peak / 150GB Offpeak per month
Monthly Broadband plan cost: $54.99
Add-Ons: N/A
Total monthly cost: $79.99
Plan change fee: $0.00 once off
Total minimum cost: $79.99
Contract term: Existing Contract