Whirlpool

Just got the infamous adsl termination notice as well because my contract has come to its end.

What i want to know is, when you sign up doesnt it say that if you sign up for 6 months – you will most likely only get 6 months even if you really loved the service and wanted to continue. Or quite simply – this price is valid only for 6 months (depending on contract) after which time you MAY be asked to find an alternative provider.

What happens if you signed up again?

How would you feel if you had refered lots of people to them and you got this?

So it looks like i am finding a new provider – any suggestions?

EDIT:

who are interwerks? I see they have the same plans as exetel, are they the same company? i might as well just churn to them

Why are people terminated after 6 months?

I am just about to sign up to Exetel. What is with these termination notices? Is there a reason for your termination that they have stated? I'm a little concerned about this mob now

basically they dont provide a reason other than that its in their terms & conditions when you sign up.

It seems kinda random who gets terminated and who doesnt, and when – but it was said some time ago it was to do with who wasnt profitable and who wasnt and it was speculated that people who used up their quota would be singled out as well, however really overall there doesnt seem to be a definitive pattern.

Some users dont get terminated for a long time over their contract, some do at the end of the contract on the dot, basically it is just random

Hi, were you a heavy uploader/downloader?

J

MMM7 writes...

Why are people terminated after 6 months?

People are not randomly terminated after 6 mths... no ISP would have a business model like that.

People are terminated when they come out on the wrong side of Exetel's cost/profit analysis, which is applied at the end of each contract term, and at random times after that.

http://forum.exetel.com.au/viewtopic.php?t=26388

"our profit margins in offering any service are ‘wafer thin’ and are premised on a customer paying their bills on time and requiring a minimum amount of support time, resources and money.

The only way that Exetel can continue in business at all is not to lose money in providing services to any customer – if we can’t make a small profit on each service we provide we will cease to offer any services to any customer."

madbunny writes...

What is with these termination notices? Is there a reason for your termination that they have stated?

See the post that I linked to above.

orrie writes...

basically they dont provide a reason other than that its in their terms & conditions

Rubbish... the reason is contained within the post which I linked to above.

It seems kinda random who gets terminated and who doesnt, and when

No it's not. It's quite specific, and detailed in the post which I linked to above.

Some users dont get terminated for a long time over their contract, some do at the end of the contract on the dot, basically it is just random

It's not random at all. See the post which I... aaaah, you know the rest.

it was speculated that people who used up their quota would be singled out

Speculation is all that it is. I have been an Exetel customer for about three and a half years in which time I've downloaded more than 4TB of data, and I've not been asked to leave.

For a long period of time I have used every bit of my quota, and on some occasions even more, so that particular theory should be treated for what it is.

Wouldn't it be preferable for Exetel to offer an alternative plan where they would make a profit from that client.

It would also be preferable to explain to the client what they were losing money on, then the client would not be so aggrieved.

Why offer plans that are deemed unprofitbale after 6 months at all in the first place ?

Do Exetel want people to sign up and never use these plans, maybe sign people up for hugh GB plans and hope they don't use any of it or very little or why don't they either make the plans in question dearer that people are signing up for or lower the data transfer of them.

Whats plans/adsl speed are the people on that are receiving these letters.

Colin writes...

Wouldn't it be preferable for Exetel to offer an alternative plan where they would make a profit from that client.

I think all of Exetel's plans are profitable... it's the particular customer who is not. I seriously doubt that it's a plan's profitability that's the issue.

It would also be preferable to explain to the client what they were losing money on, then the client would not be so aggrieved.

I'm pretty sure that most people who find themselves in this situation are well aware of why they are being asked to find another ISP.

wayne349 writes...

Why offer plans that are deemed unprofitbale after 6 months at all in the first place ?

Surely you can see that this is not the case. As I said above, it's not the plan, but rather, the customer who is unprofitable.

wayne349 writes...

Why offer plans that are deemed unprofitbale after 6 months at all in the first place ?

The plans are likely priced based on little or no support, so using all your quota every month is fine, but call Exetel to ask how to setup your modem or something might see you become unprofitable.

It's a very stupid system, but that's Exetel for ya.

they dont give you an exact reason why only a link to the terms and conditions saying that they can.

It would be nice if they outlined exactly what things you should do or dont do if you want to keep your account.

Anyway who is this ISP "INTERWERKS" who appear to be the same as EXETEL, cant we just sign up to this one ?

Midnight Rider writes...

As I said above, it's not the plan, but rather, the customer who is unprofitable.

How do you deem a customer as unprofitable ?

If they are using the quota they have paid for on a given plan for what the particular plan in offering, i can't see how the customer can be blamed for being unprofitable, exetel just hope that people don't use all of the paid for quota but by the looks of it if you do use it then you've got a target on you.

I guess anyone who's on a hugh GB plan and only checks their emails each month will never get receive the same letter.

Did you go into excessive shaping regularly? More than 1GB per month? What were your usage patterns?

wayne349 writes...

How do you deem a customer as unprofitable ?
Like this:
http://forum.exetel.com.au/viewtopic.php?t=26388

Our costs constantly change, they more often increase than decrease, and we have to continually assess the prices we charge and the viability of continuing offering services to all or any demographic of our customer base or prospective customer base. This is done ‘automatically’ by keeping track of all costs of providing a group of services and any individual service within a group – in fact those assessments are made for all services and for all customers and include a range of commercial issues that include:

1) Amount of support hours provided
2) Amount of ‘sales’ time provided
3) Amount of problem resolution time provided
4) Payment regularity and default history
5) Amount of free downloads used (when that was a no charge option)

As well as other factors.

It's not an ISP that looks after – you – the person, sign at your peril !

orrie writes...

Just got the infamous adsl termination notice as well because my contract has come to its end.

Did you ever complain or threaten to complain to the TIO about Exetel?

but i didnt need looking after, just the connection but was still booted

yes i did complain to the TIO, after their spam blocking notification system didnt work and left me without any knowledge why the connection was down, and neither myself nor the TIO could get onto them in a reasonable frame of time to rectify the situation. (and the expectation that communication was to be via email when you didnt have a connection, or to keep your dialup modem as a backup!)

Either way, the TIO told me the ISP cannot disconnect or in any other way restrict the service simply because of the TIO's decision to act upon the complaint.

If it were legal to do that, then people would never make a complaint for fear that if the TIO took it further with the ISP, it would put your service in jeopardy.

exetel are very careful to avoid telling you exactly why in each case you are being terminated "other than because they can"

I rarely if ever used my entire quota, and never needed to contact them for anything else, so in this case i would assume its because of the TIO complaint

Jaike has asked you a question

Edit: Thank you for clearing that up.

hibernator writes...

Jaike has asked you a question

And he answered it, in the post above yours...

orrie writes...

yes i did complain to the TIO,

Midnight Rider writes...

And he answered it, in the post above yours...

That was edited in just before you posted

orrie writes...

so in this case i would assume its because of the TIO complaint

I would think it was more based around the extra time required by exetel staff to fix the problem. If you see my post above, it mentions that part of the viability check includes 'support hours', 'problem resolution time' as well as 'other factors' which may or may not include your relationship with the TIO.

yes support hours may be factored into it, but i had no choice other than to contact them!

Users SHOULD be aware then that contacting the isp, even if there is no other option may contribute to this unprofitable thing and have your connection terminated.

Why have the support or phone number there in the first place, why not just charge for it?

??? Last time I spoke to exetel was in 2005.

Others ring in to complain – /forum-replies.cfm?t=1004496&p=2#r36

Now if they could set a counter up... like they do for gigabytes ¿

..or some kind of merit system (to offset a person's 'bad')

hibernator writes...
"They could introduce a profitability/bonus-points scheme to promote awareness."
/forum-replies.cfm?t=1025346&r=16287510#r16287510

So I have advocated such measures before^

orrie writes...

Users SHOULD be aware then that contacting the isp, even if there is no other option may contribute to this unprofitable thing and have your connection terminated.

... when you are out of contract; yes they should be aware of that.

You complained to the TIO, incurring an admin fee for Exetel as well as the cost of interacting with the TIO, that is why you are gone.

not SH*T sherlock! :)

so then, how can a company remove someone because the TIO decided to take the matter further?

and where is that in the terms and conditions?

So that would mean nobody could make a complaint if they wanted to keep their connection??

what country do we live in?

orrie writes...

so then, how can a company remove someone because the TIO decided to take the matter further?

Only you can further this with the TIO.

So that would mean nobody could make a complaint if they wanted to keep their connection??

what country do we live in?

Maybe someone who looks and speaks like you should complain, after all they are terminating you anyway and they need to be taught a lesson.

If no-one complains, they will constantly get away with it.

As per their T&C they can kick any customer (that's out of contract) for any reason they like.
From your past actions, Exetel have deemed you to be unprofitable to them and for this reason, they are removing their services.

mce writes...

If no-one complains, they will constantly get away with it.

Only you can further this with the TIO.

indeed, i have furthered my original complaint with the TIO and added the current developments to add to the file

But it isnt just me, others must also complain as well to be collectively heard...

orrie writes...

others must also complain as well to be collectively heard...

What outcome are you hoping to achieve?

In my opinion you are wasting the TIOs time as well as Exetels.

The fact that ISP customers are able to make as many unfounded, pointless and often vexatious complaints free of charge to the TIO is probably one reason Exetel take customer history into consideration when deciding whether or not said customer will be profitable in the future.

mce writes...

after all they are terminating you anyway and they need to be taught a lesson.

Taught a lesson? What lesson?

Exetel are not obliged to keep customers after a contract has expired. The notion that they are is utterly ridiculous.

orrie writes...

and where is that in the terms and conditions?

They can kick anyone they like, they are dodgy as hell mate, they are doing you a favor.

~Doug~ writes...

they are dodgy as hell mate

Dodgy is as dodgy does. There is no excuse that any of the usual suspects give that can defend this abhorrent practice of kicking off fully paid up customers.

It's real simple; as soon as you make a complaint to the TIO you have made yourself unprofitable. It is unlikely that they factor in the time that you have been connected with them, more likely a shorter period (maybe a year)

I agree it does effectively work in scaring people off complaining to them. I had a problem recently where one morning I had no IP address (the ADSL was synced to the exchange) Due to the fact that I am just out of contract and I don't want to have to change ISP's, I decided against logging a fault. Fortunately when I got home in the afternoon all was good again.

But suffice to say, Exetel's policy has scared me off even logging a fault.

Midnight Rider writes...

I'm pretty sure that most people who find themselves in this situation are well aware of why they are being asked to find another ISP.

High maintenance customer being the main reason you think?

~Doug~ writes...

They can kick anyone they like, they are dodgy as hell mate, they are doing you a favor.

Dodgy? In what way?
I've not had one problem with them in the nearly 2 years we've been with them.... Apart from the slowness everyone had a few months ago.

Just because a business rejects customers that actually lose them money doesn't make them dodgy. In fact, it probably makes them the opposite.

tin writes...

Dodgy? In what way?

Kicking customers because the business can't price their plans to be profitable seems fairly dodgy to me.

Business offers product at a price they set.
Customer buys product and price set by the business.

If said product is not profitable that is the fault of the business.

~Doug~ writes...

If said product is not profitable that is the fault of the business.

The product is profitable... The customer is not.

katwithane writes...

The product is profitable... The customer is not.

Wrong. If a customer uses up support (which is offered in the plan) they become unprofitable, which means the plans are not priced to be profitable.

Exetel, not the customer, is offering support included in the plan. The customer is doing nothing wrong and it's very stupid to suggest they are.

~Doug~ writes...

The customer is doing nothing wrong and it's very stupid to suggest they are.

I didn't suggest the customer was doing anything wrong.
I do, however, like exetel's 'budget' status and if they have to kick a few customers who they are no longer making money from (regardless of how or why) I am ok with that.

On the ship of eXetel we live within our means.

Can I suggest this is not a glamorous ISP?
(although they do seem to be expanding)

So you agree that it's the product and not the customer?

~Doug~ writes...

So you agree that it's the product and not the customer?

Not really. I can see your point however, I'd like to think of support as 'optional extras' :) Sure, It's included as part of Exetel's service but you don't have to use it. If you and I are on the same plan and you get booted but I don't, that doesn't really make the plan unprofitable now does it? If that were the case, Exetel would be broke.

~Doug~ writes...

If a customer uses up support (which is offered in the plan) they become unprofitable,

If that were the case, why would Exetel be making the effort to setup Exetel Sri Lanka and Exetel EU, specifically for the purpose of improving support and increasing support hours???

The customer is doing nothing wrong

By using support? That's quite correct, so there obviously are other factors involved here.

None of us has access to the specifics of the OP's account, so it's pretty useless for us to try to second-guess the factors which added up to sufficient reason for Exetel to ask them to find an alternative ISP.

~Doug~ writes...

So you agree that it's the product and not the customer?

No I just think ISPs are justified to specialise in different things.

With eXetel it's always been about the best $:gb

for instance, they would never kick anyone for abusing quota but as for some other things(?)... maybe

Midnight Rider writes...

so there obviously are other factors involved here.

Already quoted in the thread;

1) Amount of support hours provided
2) Amount of ‘sales’ time provided
3) Amount of problem resolution time provided
4) Payment regularity and default history
5) Amount of free downloads used (when that was a no charge option)

I love it, they offer up these things and anyone who takes them up on the offer and can be booted.

I have identified this system as the cheapest access to the internet our market has to offer. they don't even advertise.
Short of them becoming a non-profit organisation (NPO=charity) I couldn't see how they could be more generous?

Do you consider other ISPs want to compete with a low cost provider?

Edit: I say allow ISPs to differentiate their offering. If you want to learn about modems, setting an email account, securing your PC this isn't the venue for those services – generally. Although, with the opening of overseas centers there is likely to be as much assistance as anyone could want with an ISP.

Well, try as i might, i am still to get a definitive answer from EXIT TEL over why exactly i have been terminated, other than the list many of the possibilitys here.

It would be nice to know exactly what was the reason, but its always their benefit that they dont have to and they have the option of saying it was possibly a number of things but dont disclose why.

quite frankly,

Why dont they just be honest and put on the sign up page the truth,

1.that this is a NO FRILLS ISP, and list the expectations on the customer on what they should and shouldnt do to remain profitable and that they can and do terminate customers out of contract and do not have to state a specific reason

2. Outline what the blocking pages are about and what to do in the event this happens.

3. Emphasise support is minimal, and your expected to have advanced internet skills and a backup internet service in case of problems, and that using any support service may lead to deeming you unprofitable

Much of the above isnt available to people to be able to make an informed decision whether this isp is for them or not, and if they will tolerate the expectations and limitations they may or may not experience.

Dont you think this would be in their best interests in order to be attracting PROFITABLE customers, and please current profitable customers by keeping their prices low?

Why dont they be more open or careful who they sign up? so they do get profitable customers

or maybe its easier to just "kick" them and constantly rotate the customer base because the plans model and arrangement doesnt quite work any other way

orrie writes...

Well, try as i might, i am still to get a definitive answer from EXIT TEL over why exactly i have been terminated, other than the list many of the possibilitys here.

It would be nice to know exactly what was the reason, but its always their benefit that they dont have to and they have the option of saying it was possibly a number of things but dont disclose why.

i would think that:
if they openly told y ou they canned you for downloading movies and mp3's, then DROVES of people would stop using them.

so it could be as simple as that dude. i dont know, of course, but business-wise, that makes sense to the business.

It's all a storm in a teacup really. A customer's contract ends, Exetel for whatever reason deems it not commercially sensible to continue servicing that customer and gives the customer notice to churn/be disconnected.

Yet, there's never a thread of outrage when a customer's contract ends and the customer churns to another ISP. Shock, horror. Why should customers be allowed to get away with that! Exetel should complain to the Isp Customer Ombudsman :)

I've been with Exetel since June 2004 and have used customer service via email/forum probably four times (3 billing issues that took several attempts to resolve, 1 no line sync that was resolved within a few hours). Just a happy camper who must still be profitable (ADSL, mobile, rDNS services) despite a pioneer discount each month.

orrie writes...

It would be nice to know exactly what was the reason,

Maybe it was random.

/forum-replies.cfm?t=1045145#r4

People should realise that complaining to the TIO is not a small matter.

It should be a LAST resort when you are the end of the line and have run out of ALL other options.

If you make frivolous complaints or complaints that can be better resolved another method then you deserve to be booted.

TIO complaint numbers are mentioned in parliament and written in newspapers to drag the ISP in the mud.

It is not a small thing.

VeeP writes...

If you make frivolous complaints or complaints that can be better resolved another method then you deserve to be booted.

+1

far as i am aware, frivilous complaints arent acted upon and wont get charged to the ISP – only if the complaint is deemed otherwise with basic facts proven and taken further does it get charged.

correct me if this is wrong

orrie writes...

correct me if this is wrong

http://www.tio.com.au/Members/fees.htm

Out of curiosity, what level is your complaint currently at?

VeeP writes...

t should be a LAST resort when you are the end of the line

I could not resist after reading this thread....but...I would have thought being booted was at "the end of the line"......:)

Just a little humour to lessen the burden,

Suffice to say, Exetel were an option for me...no more. Having setup ISP donkeys ago, there are significant sunk costs in tossing users but I would expect that the profit for 6 months takes that into account. Therefore, Exetel will boot BEFORE they are losing money.

Good luck!

Rrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr

hmm thats interesting...are they a "member"

that info actually goes against everything i was told by the isp and passed onto me via whirlpool...so i dont know

so does this mean every time i phone the TIO or put in a complaint online, that they are charged?

even if someone purposely makes it "frivilous" ?

- that would be very open to abuse!!

Rattler writes...

Having setup ISP donkeys ago

Things have changed.

Exetel will boot BEFORE they are losing money.

Exetel lose money every time they disconnect a customer under contract. Once the contract has expired both parties are free to do as they wish.

It couldn't be simpler.

xnor writes...

Things have changed.

Touche!!! Still, I would wager there is a 'fee' embedded in their calcs.

(I could not get the ` over the 'e') ha!

Rrrrrrrrrrrrrrrrrrrrrr

orrie writes...

- that would be very open to abuse!!

orrie. Can you do me small favor? next time you need something clarified can you get a friend someone other than the ombudsman to possibly contact exetel? that would really be nice.

Ta

i dont understand what exactly you mean by that last post

what was i contacting the ombudsman about to get clarified?

Next time when you get a virus clean your computer rather then complaining to the TIO.

i didnt complain to the TIO about a virus

orrie writes...

i didnt complain to the TIO about a virus

You said you complained after Exetel's "spam blocking notification system" did not work.

That system blocks your connection if you are spewing out heaps of SPAM emails.

Did that happen?

I think that topic was done to death, and this thread wasnt started to ressurect the old one

Why didn't you mention in your first post about the TIO then? Did you think it had nothing to do with you getting booted. I can imagine how many times you must've rang tech support, you just won't give up! even on this forum!

you DONT file a complaint against someone because: "connection was down"
sheesh!

just checking now...this seems to be my 8th month with exetel, and i was on a 6 month contract so i am even more curious as to why 8th month is chosen, why wasnt it bang on 6 months?

Perhaps it is random, perhaps it isnt, perhaps it is because of the TIO complaint

oh, this is so getting silly,

first i complained because it was a virus, now its because connection was down,

no it wasnt as simple as either of those

the last few posts are confusing the situation more

so-

i think all that was spelt out long ago in the previous threads and done and dusted, the issue now is the termination notices, which was being discussed hence why this thread was opened – i didnt really want to get into the ins and outs of the TIO

you simply cost them to much resources, and they are a business not a charity at the end of the day.
well, at least in this conversation we have learned something about what TIOs fees are so we can use amicable means to resolve complaints.

orrie writes...

Why dont they just be honest and put on the sign up page the truth,

1.that this is a NO FRILLS ISP, and list the expectations on the customer on what they should and shouldnt do to remain profitable and that they can and do terminate customers out of contract and do not have to state a specific reason

2. Outline what the blocking pages are about and what to do in the event this happens.

3. Emphasise support is minimal, and your expected to have advanced internet skills and a backup internet service in case of problems, and that using any support service may lead to deeming you unprofitable

You gotta remember that no ISP is perfect or honest at all times. When you're at work, run a business or at home, some things don't always get fixed in due time its ongoing at most times. It would be nice to be honest but no ISP would shoot themselves in the foot.

orrie writes...

i think all that was spelt out long ago in the previous threads and done and dusted, the issue now is the termination notices, which was being discussed hence why this thread was opened – i didnt really want to get into the ins and outs of the TIO

ok then I'll leave it at that. All I can say now is cut your losses and try to sign on to another ISP or re-sign another (heaven forbid!) 6mth contract with Exetel under a different name and phone number and change your email address on outlook. Would It hurt that much to try? Maybe you'll slip through the net. Good luck!

orrie writes...

i am still to get a definitive answer from EXIT TEL over why exactly i have been terminated

good luck. any reason they give will be pointless anyway as it will not allow you back with them and it will not help with selecting the next ISP either. It is not like a job.

.that this is a NO FRILLS ISP,

that is what everyone here says, did you miss the memo?

and do not have to state a specific reason

it is in the T&C, the stuff you are ment to have read.

ranting about it is not going to change it.

2. Outline what the blocking pages are about

pretty sure exetel have that page pretty well covered. there is writing on the page that says what it is for IIRC

any advice they give on how not to get letters which result in this page will leave them open for legal action. if the cause is from spam comming from your computer, there is not much they can do to help you as that is considered support (and costs).

3. Emphasise support is minimal,

personally I try, I say "expect no human-human support" then someone comes in and says there are some. if you are not expecting it, then there is no issues if you do get some.

getting exetel to say these things is like a shop saying they do not want customers. exetel say "basic" instead, it is just some people expect different things for a "basic" offering.

and your expected to have advanced internet skills and a backup internet service in case of problems

it is one of the reasons that they do not advertise. only people that find them are internet savy or have a friend recommend them, Guess where the person should look for help then?

using any support service may lead to deeming you unprofitable

unfortunitly there are a lot of reasons that someone may be considered unprofitable, the ones that take multiple man hours is one, the other is to try and force a issue.

at the end of the day, exetel offer a service, and they perfer not to have some customers.

isnt available to people to be able to make an informed decision whether this isp is for them or not,

why do you think this forum is so active? to give advice and warn away people that are not up for what is needed.

how many posts do you see of people asking what exetel is like and someone replies, "not suitable if you can not fix most problems yourself"?

if they will tolerate

once again, another reason to say "no/extreamly limited human-human support".

so they do get profitable customers

how would they do that? if you can work it out, I am sure exetel would like to hear (providing it does not cross some law about equal service or some such).

because the plans model and arrangement doesnt quite work any other way

budget ISP, is anything else needed to be said?

greenhawk writes...

budget ISP,

I really don't like that term. I don't believe it.

Exetel simply prioritises quota over customer service.

Quota and customer service both cost money. Most ISPs offer hold handing support but a much lower quota at the same cost Exetel provides little or no support and a huge quota.

The problem lies when people put their hand out for hand-holding, believing that they are entitled to human-to-human phone support. Costs greatly exceed revenue and Exetel have no choice but to let the customer go.

In the other scenario, ISPs can simply shape or throttle to keep data usage down while running their service desk.

You really can't however, shape of throttle a service desk. You can automated processes, which Exetel do a great job of but at the end of the day you can't really deduce fixed costs.

I can't see anything wrong with a business cutting loose from a situation or a customer where they know they will not make a profit. It is good business acumen to be savy. Individuals who find themselves being terminated need to ask themselves why it has happened, not come to this forum and broadcast it.

aaron24 writes...

Individuals who find themselves being terminated need to ask themselves why it has happened, not come to this forum and broadcast it.

Or perhaps if they cared to state a reason rather/s it would be alot clearer. Or as mentioned gave the user to switch to a plan that is more viable, or pay excess for support etc.

Obviously this model works for them but it leaves alot to be desired on a PR level.

Mestara writes...

Obviously this model works for them but it leaves alot to be desired on a PR level.

I'm glad that Exetel ask non-profitable customers to leave when out of contract; it means less of a chance for a price rise for me, imo. Good PR.

Mestara writes...

leaves alot to be desired on a PR level.

What PR level? Exetel doesn't even have a marketing budget heh.

Jaike writes...

I'm glad that Exetel ask non-profitable customers to leave

Let's all hope that their over enthusiastic kick-bots don't get the same high and kick you!

Not likely.

If my connection was so bad that I needed to go to the TIO, i would churn away.
If I was in contract I would make noises; and Exetel would prolly let me churn away anyways.

Why would you want to be with an ISP that you think is hopeless?

I don't get it.

Jaike writes...

I'm glad that Exetel ask non-profitable customers to leave when out of contract; it means less of a chance for a price rise for me, imo. Good PR.

I really had to agree with you. With their low price, why can't people just give it a break when there is a problem, it would surely solved somehow.

If people wants quality service, pay more!

If the OP. was clear on what happened with respect to the TIO claim I'm sure this issue would be closed ages ago.
The probably picked you up at 8 month's because they just changed a variable in their costing formula.
Out of contract, they have similar rights to ask you to leave as you have.
Personally, if ran say a bank and a fat, smelly, abusive drunk came in, harassed the manager, filed a complaint cause his pension was late and didn't seem likely to change anytime soon I'd ask them to find a new branch.
It Seems whirlpool is part of a 2 pronged approach to make ISP's look bad. (TIO then whirlpool) which is sad as people will think this is common and random when it is not.
(Something about WP posts being backed up by TIO complaint counts)

Anyway try interwerks
/forum-replies.cfm?t=1045972
they seem like a exetel wannabe that may let you be a bit more needy with support. (they let you call if your interwebs is not workin')
As said above, choose churn not tio.

Jaike writes...

If my connection was so bad that I needed to go to the TIO, i would churn away.

I wonder if any of those that have been asked to leave and have made a complaint to the TIO followed the correct internal escalation procedure first?

katwithane writes...

The product is profitable... The customer is not.

But the customers are the business. No customers-no business.

Shoddy way to treat customers. It is clearly an intimidatory tactic on behalf of Exetel to discourage customers lodging a complaint with the TIO.

Davy Jones writes...

No customers-no business.

Customers that lose money aren't exactly good for business either.

Davy Jones writes...

But the customers are the business. No customers-no business.

Yes, of course. Rule #1 in running a business.

Shoddy way to treat customers. It is clearly an intimidatory tactic on behalf of Exetel to discourage customers lodging a complaint with the TIO.

Correct. It's sad that some here cannot see that though. :(

Clearly they need to put in their T&C's complain about us to the TIO and we will give you 30 days notice to find a new provider.

Or just put in we hate customers!
(only kidding). ;),

Ted Bullpitt writes...

Clearly they need to put in their T&C's complain about us to the TIO and we will give you 30 days notice to find a new provider.

It's not as simple as you make out. The factors that go into deciding if a customer will be profitable if future are:

1) Amount of support hours provided
2) Amount of ‘sales’ time provided
3) Amount of problem resolution time provided
4) Payment regularity and default history
5) Amount of free downloads used (when that was a no charge option)

As well as other factors.

http://forum.exetel.com.au/viewtopic.php?t=26388

It should also be remembered that this formula is only applied to customers whose contract has expired. These customers are free to move elsewhere should they so desire. Why shouldn't Exetel be given the same freedom?

xnor writes...

Why shouldn't Exetel be given the same freedom?

Sure they can have as much freedom they like, just when that list of reasons why they boot paying customers off grows. ;p

But since Exetel does not advertise and relies on word of mouth and their way on handling customers isn't going to give them a positive picture.

Ted Bullpitt writes...

Exetel does not advertise and relies on word of mouth and their way on handling customers isn't going to give them a positive picture.

I'd suggest that the most important aspect of Exetel for current and future customers is their low price and high included data.

The negative publicity created by the removal of customers that lose money would be far out-weighed by Exetel's ability to keep costs low for current and future customers.

xnor writes...

I'd suggest that the most important aspect of Exetel for current and future customers is their low price and high included data.

That's pretty much it for me.

It's been great for me for about 3 years now. There are plenty of other companies out there though.

I'm happy. I only recommend Exetel to people who have a PC aptitude somewhere above clueless. For the rest I recommend someone with lots of hand holding available at a higher cost.

If something screws up beyond my control and Exetel can't fix it, I'd probably just churn.

It's interesting how many IT professionals I come across who use Exetel.

xnor writes...

The negative publicity created by the removal of customers that lose money would be far out-weighed by Exetel's ability to keep costs low for current and future customers.

You assume too much. Exetel have never mentioned why the fully paid up customer was unceremoniously booted.

Blu` writes...

Costs greatly exceed revenue and Exetel have no choice but to let the customer go.

HAHAHAHA man, nice wording, but when you get terminated, its not "letting you go" as that implies the customer has something to do with the decision. When they flick YOU its called being terminated. call it what it is and dont be a pussyfoot.

aaron24 writes...

Individuals who find themselves being terminated need to ask themselves why it has happened

wtf? read your comment man, if they KNEW why it happened they wouldnt need to wonder about it, they wouldnt need to ask forums for ideas and help.

An individual can come up with at least 10 or more reasons why they might have been terminated, but unless they know what they did to annoy the ISP, they can never learn how to please the ISP so they can stay on their plans.

its called COMMUNICATION. without that, no-one can learn or become better. Althought these days, communications also means "opening the door to litigation and legal process" so the less you say, the less you can get sued for.

Isnt it a lovely world that has been created for us by money and the *cough* justice system.

Jaike writes...

I'm glad that Exetel ask non-profitable customers to leave when out of contract; it means less of a chance for a price rise for me, imo. Good PR.

unless the issues provided by terminated ex-members proves to be true (ie: kicked for minimal, no reason etc etc ) and YOU get kicked, then you will be here having a cry too. lol.

mce writes...

Exetel have never mentioned why the fully paid up customer was unceremoniously booted.

So those claiming it was because of a TIO complaint are wrong?

mce writes...

Exetel have never mentioned why the fully paid up customer was unceremoniously booted.

Historically, there appears to be an extremely high correlation between frivolous complaints to the TIO and Exetel exercising their right to ask fully paid up, to use your descriptor, customers to move on once they are out of contract.

Or terminating them, if that word makes you happier.

Exetel aren't going to publicize the link but, obviously, don't want the sort of customer who bitches to the TIO, costing Exetel money, when they can't work out how the spam blocking processes work.

It's been pointed out, more than once, in threads like this that getting rid of the TIO people keeps it cheap for the rest of us... and that suits lots of people very nicely, thank you!

Chairman Kaga writes...

and that suits lots of people very nicely, thank you!

sure does, I will stay with exetel till they show me the door ;o)

mce writes...

You assume too much. Exetel have never mentioned why the fully paid up customer was unceremoniously booted.

There has been more than enough said that gives you plenty without having to read between the lines. The TIO action sounds at least, from reading the entire thread, to have been misplaced and in this case the customer expectation seems to be out of proportion to what should reasonably be expected of a supplier; that is ANY supplier of ANY product or service.

To date, I have never heard of anybody being 'booted' from Exetel that wasn't warranted when the full story become known. Exetel has some 80,000 plus connection and is growing very strongly month after month — they must be doing plenty right by almost 100% of their customers. As with any largish customer base, you will always have some customers whom will never, ever be satisfied and/or are extremely high maintenance, they simply expect too much, way beyond what is appropriate and such customers are being unreasonable); consequently at some stage a business may have to cut it's losses and move on as the customer should in this case.

For some customers, it is the ISP's fault if Windows doesn't start properly or a program fails to work as it should, let alone anything further which is totally unrelated to an ISP's responsibility.

AndrewMc writes...

As with any largish customer base, you will always have some customers whom will never, ever be satisfied

Your whole post is very, very well put, relevant and spot on subject, on that note maybe it's time for one the mods to close this subject down, at the moment it's just going up and down in the one spot.

Cocka writes...

Your whole post is very, very well put, relevant and spot on subject, on that note maybe it's time for one the mods to close this subject down, at the moment it's just going up and down in the one spot.

agreed.
lets wait for the next one.

Read this JL blog on "Sometimes You Just Need To Cull The Herd"

http://johnl.blogs.exetel.com.au/index.php?/archives/148-Sometimes-You-Just-Need-To-Cull-The-Herd.html

Quite clearly anyone who calls Exetel and complain about the service can consider themselves as "unhappy with the service"

If there were any systemic problems with Exetel, it wouldn't be worth the risk of bringing them to Exetel's attention.

So anyone who uses inappropriate language is also a money losing customer.

A most absurd philosophy and quoting an American comedian to justify his actions..

Davy Jones writes...

Quite clearly anyone who calls Exetel and complain about the serv