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Changes to your bill

We’re making a few changes to your Office Net pricing

We’re updating some Office Net bundle records

Recently we discovered a system error with some of our Business broadband and calling bundle records. Some customers on Office Net bundles have been undercharged for their monthly price and we will be charging the correct standard monthly price on customer bills from 1 March 2020.  

In addition, we’ve found some customers do not have an active calling line on their account so we’ll be correcting their plan name on their bill to Business Broadband VDSL or Business 100 Fibre Unlimited at the standard monthly price of $99.85 excl. GST.

If you’ve received an email from us on the 30 January 2020, your account has been impacted and we’ll be implementing the above changes from the 1 March 2020. We understand you may have some concerns so we’ve put together some helpful information about this change below.  

We’re really sorry about our mistake and want to reassure you we’ve taken steps to make sure this doesn’t happen again.

 

Frequently asked questions

I don’t want to pay this increased price. Can I cancel my contract?

  • You are entitled to cancel your services if you’re unhappy with this change. Please contact us on 0800 400 888 and someone will help with this.
  • If your service is still within a fixed term contract, we’ll waive any Early Termination Fees for any cancellations before March 31 2020. To discuss this, give us a call on 0800 400 888.

Why are you changing my plan name?

  • We can see that your account doesn’t have an active calling line anymore so we’re correcting your plan name to Business Broadband VDSL or Business 100 Fibre Unlimited as this is the correct broadband-only plan for your current set-up. You will still receive the same broadband service

I have a calling line and I don’t want to lose this.

  • If you still have a calling line and you would like to keep this, please give us a call on 0800 400 888 before Thursday 13 February 2020 and we’ll make sure this stays active.

My calling line isn’t working anymore and I need it back. What do I do?

  • Give us a call on 0800 400 888 and one of our team will help to get you back up and running as soon as possible.

Will my broadband service be impacted when the change happens?

  • No, your broadband service will keep working as normal during this change

Why are you changing the price of the Office Net bundles?

  • Due to an error in our system records, we’ve been undercharging you and we’re now increasing it to the standard monthly price.

I want to stay on my Office Net bundle. Why are you changing my plan?

  • Office Net bundles include broadband and calling services together. From our system, we can see that you no longer have an active calling line on your account which is why we’re correcting your plan name to either Business Broadband VDSL or Business 100 Fibre Unlimited. 
  • If you’re wanting to re-install or keep an active calling line, please give us a call on 0800 400 888 before Thursday 13 February 2020.

Will I be back-billed for previous months’ price difference?

  • No, we won’t be back-billing any customers as it was an error in our system. We’re just increasing the price back to the correct standard monthly price.

Will my internet banking payments need to be changed?

  • For any automatic internet banking payments you’ve set up, you’ll need to adjust this for your March bill onwards.
  • If you have direct debit or recurring credit card payments, you don’t need to do anything.
  • If you need help with ways to pay your bill, click here.

When will the price change happen?

  • You’ll be charged $99.85 excl. GST from your 1 March 2020 bill onwards and there will be a message on your March bill confirming this.  

What will my March bill look like?

  • The price of Business Broadband VDSL and Business 100 Fibre Unlimited is $99.85 excl. GST. The line in your March bill for your Office Net bundle will change to either Business Broadband VDSL or Business 100 Fibre Unlimited and have a price of $99.00 excl. GST. The additional 85c included in this price will appear in your bill under the line ‘Other’ called ‘Price adjustment’.

I currently have a discount on my account. Will I keep this?

  • If you have any eligible discounts currently on your account and you think they’ve fallen off, please give us a call on 0800 400 888 or contact your account manager and our team will help to sort this out. 

I can’t find what price I agreed to for my Office Net bundle, how do I get a copy of my contract?

  • Please call us on 0800 400 888 or contact your account manager to get a copy of your contract.

Can I switch to a different service apart from Business Broadband VDSL or Business 100 Fibre Unlimited?

  • If you’d like to talk about your account and its services, we’d be happy to chat about this. Please contact your account manager or give us a call on 0800 400 888.

I’m unhappy with this and want to talk to someone.

  • We apologise if this has caused any inconvenience. Feel free to contact your account manager or give our team a call on 0800 400 888 to talk about your options.

We apologise if this has caused any inconvenience. Feel free to contact your Account Manager or give our team a call on
0800 400 888 to talk about your options.

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