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Changes to broadband & calling bundle pricing

We’re updating some Office Net bundle records

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 our 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.

If you’ve received an email from us on the 30 January 2020, your account has been impacted and we will be implementing the above change 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.

I don’t want to pay this increased price. Can I keep my current price?

  • Unfortunately no, we’re increasing the price to the standard monthly price that other customers pay on their Office Net bundle.

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.

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 to the correct standard monthly price from 1 March 2020 onwards.

When will the price change happen?

  • You’ll be charged the standard monthly price stated in the email we sent you from your 1 March 2020 bill onwards and there will be a message on your March bill confirming this.

Will my internet banking payments need to be changed?

  • For any 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.

What will my March bill look like?

  • The price for your Office Net bundle in your March bill will change to the price stated in the email we sent you. The 85c included in this price may appear in your bill under the line ‘Other’ called ‘Price adjustment’.

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.

Will my broadband or calling services be impacted when the change happens?

  • No, your broadband and calling services will keep working as normal during this change.

Are there any other changes to my broadband and calling service?

  • No, there are no other changes. We are just increasing the price to the standard monthly price from 1 March 2020.

Can I switch to a different service?

  • Yes, we’d be happy to help review your account and look at alternative options if available. 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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