First a little bit of disclosure. I’ve consulted to Telecom New Zealand, have a bunch of friends there and don’t get into the Telecom-bashing that seems to be in vogue these days. This post is critical, but (hopefully) constructively so.
Anyway, a couple of months ago I was perusing my phone bill and had a look at some extra charges. Take a look at the image below:
Yup, you’re seeing it right, I was charged for 87GB excess traffic on top of my 40GB allotment. Now bear in mind I live in rural New Zealand where I’m lucky to get 1MbPS downstream DSL, also bear in mind I mainly work away from home and you’ll see that chewing through 127GB is an almost impossible task in my situation. And yes, before you ask I do have a firewall, have password protected WiFi and do all that good security stuff. And no, I don’t do torrents, stream video (or audio for that matter) or play online games.
So the day after I received this bill I called Telecom to dispute the charge. of course I was actually calling Manila and yes, the person at the other end asked me to restart my modem, but that is to be expected.
Anyway, today I received an email from the telecom Broadband team. It took two months but good things, as they say, take time. Anyway – below is the relevant part of the telecom email:
A couple of points to note here:
- I’m not a new Telecom broadband customer
- This was not excess, this was a billing problem at your end (confirmed by a call center staffer earlier on)
- If you’ve got a billing error, I’d expect an apology and some sort of explanation to go with the credit
A credit goes without saying, I didn’t, after all, incur these charges. But beyond that an explanation and an apology would be much appreciated. What of it Telecom?