Misleading Change Plan Information

[dsc68]

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:

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 

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:

Code: Select all

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

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.

[natashaf]

Hi,

Thank you for bringing this into our concern. I understand the line rental is not stated on the inclusions of the current plan and the new plan details. This will be escalated to the relevant department and will be fixed as soon as possible. However the total monthly cost is given prior to submitting the plan change.

Order Confirmation Page
Here are the details of your new Broadband plan:
Service number: 0XXXXXXXXX
New plan name: T-R - Bundled - 300 GB
Download allowance: 150GB Peak
Offpeak download allowance: 150GB Offpeak
Monthly Broadband plan cost: $54.99
Total monthly cost: $79.99
Plan change fee: $0.00
Total minimum cost: $959.88
New Contract term: 12 Months
Early termination charge: $199.98
New line speed:
ADSL2+
Critical information summary: Click here

We apologies if this has caused any inconvenience.

Regards,

Natasha

[dsc68]

Thanks,

I'll just point out that the text that you refer to is only provided after the change of plan has been confirmed.