Whirlpool

I just got my email:

the options are pretty bad... for an extra $5 – i can go to node and have free premium usenet!

As you may be aware we have recently launched new ADSL2+ plans. We feel that these new plans combined with our new phone packs, offer great value. One of the highlights is the removal of the off peak quota customers can use their new data limit whenever they wish.

We are offering you 2 options:

1. Change to one of our new ADSL2+ plans with a phone pack. More information on these plans can be found here. www.comcen.com.au/products/adsl2 . To change to one of these plans please log into user services.

2. You can cancel your account now and we will waive the cancellation fee. This offer will only last for 30 days from now.

What are peoples plans ... the way i see it with their service / bandwidth.. @ these prices, and no no pipe -> off peak... whats the incentive to stay?

am i missing something?

I'd be taking option 2 dude... what a crap service, would have to be 1 of the worst isp's in all of Aus.

They dont seem to give any detail as to what happens if you do neither....

I think the deal is that their network is way to congested as you can see by the current speeds. They want people to leave so they can provide a more stable service.

If you go with option 2, they will probably terminate your service at the end of the current billing month. Time to churn away...

bodo writes...

They dont seem to give any detail as to what happens if you do neither....

The way I read it we only have those two options. Lets hope we CAN stay.

I'll probably swing back to iiNet Naked...
I'm yet to even get an email! so not even worrying yet :)

simple
if we get the email we will be forwarding it on to the TIO for contract breach

what plan are you on, support still have no idia about this email is that all that they sent you?

~Mr-Freeze~ writes...

what plan are you on, support still have no idia about this email is that all that they sent you?

im on the 50/100 adsl2+

that's all the sent (apart from the greetings etc)

Dear Customer,
Regards,
The Comcen accounts team

150 gig plan as well
no email received either
with Spin

phone packages mean nothing when there is voip.
and they dont mention the line rental sneaks upto $29.95 from $26.95 on the lowest plan.

Berkeley_eagle writes...

simple
if we get the email we will be forwarding it on to the TIO for contract breach

Hah! Are you serious or just kidding? One of the options given is to leave (ie cancel your contract) with no penalty. What exactly are you going to complain to the TIO about? That they gave you an option to leave for free?

Berkeley_eagle writes...

simple
if we get the email we will be forwarding it on to the TIO for contract breach

please don't waste the TIO time with this shit, they have given you the option to leave without penalty! Is it that hard to understand?

Tzortst writes...

please don't waste the TIO time with this shit, they have given you the option to leave without penalty! Is it that hard to understand?

The penalty is paying for a churn to them in the first place. It's not acceptable to me to have to wear this cost if they shaft me after a month. They can refund it or face a TIO complaint which costs them almost as much as it is.

Gismo76 writes...

The penalty is paying for a churn to them in the first place. It's not acceptable to me to have to wear this cost if they shaft me after a month. They can refund it or face a TIO complaint which costs them almost as much as it is.

Good luck with that.

Gismo76 writes...

The penalty is paying for a churn to them in the first place. It's not acceptable to me to have to wear this cost if they shaft me after a month. They can refund it or face a TIO complaint which costs them almost as much as it is.

I think thats only fair. After all, why should you be out of pocket for their mistakes?

I agree they should have to pay any cost you made to connect to them.
Who dreamed up these plans some genius or was this a scam to get more customers.
Any isp should know that you need a certain amount of bandwidth per account. Don't put on big downloads plans and expect people not to use them. Spin has done this before and then they revert back to lowe plans as they are smart enough to have the bandwidth for the plans they offer. How much crap have we heard here people blaming Optus and now word is Spin is admitting to people they don't have the badnwidth.
I think that Spin should have to pay for anyones new connection with another isp if Spin can't or won't let them finish out the contract they signed up for, hy should any customer pay to get connected then get asked to leave for free or take a crappier lower useage plan. Customers should not have to pay for some stupid company mistakes.

3x0dus writes...

and they dont mention the line rental sneaks upto $29.95 from $26.95 on the lowest plan.

it's $39 now, you have to spend $29.95 + the $9 minimum spend
if you actually try to change plans you'll see you can't just pick the line rental.

so the 40gb plan will be $70 + $29.95 + $9 = $109
(also there is a credit card charge now as well)

so be wary of that if you are thinking of option 1.

Sporlan writes...

Who dreamed up these plans some genius or was this a scam to get more customers.

I don't know how many years I've been reading the forums here, but it's been more than a couple I am sure.

And every day, no, every hour, there are new messages highlighting more alleged contract breaches by ISPs. Or contracts that are skewed so far in favour of the ISP that in a more sensible world consumer protection agencies would have no option but to act.

More the pity then that ISP consumers just don't seem to be able to get themselves organised and do something positive in the interest of the common good.

Cheers, I feel much better now.

Still awaiting my e-mail.. is there some sort of queue for this?

If I haven't called up support before and I've just been lurking around the forums.. does this leave me out of the blue for the two options provided? Other considerations would be that I'm still on a contract with 21 months to go, 40/80 ADSL2+ plan.

Awaiting eagerly to churn.. but, where to?

DarkAngel writes...

If I haven't called up support before and I've just been lurking around the forums.. does this leave me out of the blue for the two options provided?

I was thinking the same thing as I have not complained...

I just grin and bare it as I have gone so long now with buffering videos and slow page loading times etc that I am kind of use to it and use the internet accordingly..

Ie.. load the video and walk away come back later to watch it, blah blah blah...

Oh well... will just have to wait and see...

Awaiting eagerly to churn.. but, where to?

good question...

/forum-replies.cfm?t=1082843

I asked the same thing...

Oh... and I have the worst memory.... but the 40/40 plan they had... was that a free pipe plan?

I am pretty sure I came from the 40/40 plan before I jumped on the 120gig plan as it was cheaper for more....

Only reason I swapped....

Also, do you think if the forced me back onto the old plan... would I pay the cheaper price I am paying now or would they charge me extra...

I it was the latter I do not think I would be a happy person...

Rakkie writes...

it's $39 now, you have to spend $29.95 + the $9 minimum spend

wickard i dont even have a phone on this line

that sounds like a free out to everyone on a phone bundle

DarkAngel writes...

If I haven't called up support before and I've just been lurking around the forums.. does this leave me out of the blue

nope dont bother calling support they have no idia about the email

CowPet writes...

Or contracts that are skewed so far in favour of the ISP that in a more sensible world consumer protection agencies would have no option but to act.

Yes you are right and the isps always seem to get away with it. It is like they can just keep changing the rules and providing a substandard service while denying anything is wrong.
I have been reading this for years myself

Go to Spins site on the page Who is Spin and they brag about best
practice blah blah this and that and they list speed as one of their good qualities ,what a joke.

I havent got an email yet, should i expect one on a 15 gig plan.
What i may do is let everyone leave and maybe i will have more consistent speeds like i did in May and June when i first joined.
What surprises me is some of the posters who have indicated that they will leave are actually resellers of spin.

LOL writes...

It is not what you signed up for.
And any costs you have incurred such as set up fees etc. should be refunded to you.

This is my belief too.
I will discuss this with Spin when I cancel my contract, I don't believe my setup fees should be left with Spin. I joined 10 weeks ago and I paid that setup fee to be connected for twelve months with a service that worked properly as agreed in the sign up contract.

I'm sure they have some legal out from this but I will pursue it with both Spin and the TIO if necessary.
The amount of effort and time consumed trying to deal with problems that could have just been admitted as faults by Spin is something I don't expect to be refunded for. That is the ongoing cost I will be most glad to be rid of once I've left Spin.

the bigger question is if this does come to full effect.
Does spin subscribe to Fast Churn, Optus's DSL/SSS Transfer system.

Pretty big PITA if not.

I havent got an email yet, should i expect one on a 15 gig plan.
What i may do is let everyone leave and maybe i will have more consistent speeds like i did in May and June when i first joined.
What surprises me is some of the posters who have indicated that they will leave are actually resellers of spin.

yeh im the same i think its a limited number only, that receives these emails. Im talking to Comcen/spin now to confirm if im still under my current plan 150g shaped, and still under contract so like you say dont jump the gun and assume you can just leave comcen and not have to pay the exit fee. check 1st b4 you do anything otherwise you may find you cood be out of pocket for breach of contract.

got the email yesterday during the day, quite dismal actually, all the effort of finding the right priced ISP, then 3 months later they force you out. pretty poor effort, i think they should also be responsible for establishment/connection fees with the NEW ISP, only becuase if your under contract, and they dont want you anymore, yeah releasing you for free is ok, but there are still costs involved to go to someone else, unless you want to be locked in for 24 months, which i wont do.
also, i found that DODO has a 100GB peak/100GB off-peak plan with off-peak times between 12am-12pm for 70 bucks ($10 cheaper than Comcen's Big 150), i think this is "the cheapest for the most" plan, but i dont know how good Dodo actually are, any opinions would be helpful guys.

Also, has anyone had troubles actually moving to another ISP, im on the Seaford Echange, but doing the search on my phone number, says im on Dandenong exchange, which is physically impossible. the lenght of phone cable form my home, to the SEAFORD exchange is 2.26km, but Dandy exchange is well over 5km at least from me. as a result, all other ISP's are telling ADSL (not just ADSL2, but any ADSL product period) is not available to me in my location at my phone number. which clearly cant be true as im with comcen still on the Big 150. anyone who has worked around this, please let me know, its doing my head in all bloody day, and any help is good. ive had Comcen tell me its Optus ULL, and ive had DODO and TPG tell me COmcen needs to update the FLEXSTREAM DATABASE, but thats Telstra from what im told, what the hell are these ISP's doing to me, and the rest of us, it cant be this hard surely.

if its got anything to do with telstra, and your not using bigpong, then yes it is.

Mr.Gomo writes...

I'm yet to even get an email!

Me neither, does anyone know who this effects? who got the email? I've been on the 40+80 ADSL2+ plan, for a couple of months only at a new address.

Does this only apply to people who are out of contract? sorry if you've answered these question elsewhere.

my speed was actually great last night, i was getting 600kb/s on a single thread and had combined well over 1MB/s but its been bad last few weeks...

I would probably take it if they gave me the opportunity to get out of the contract however, I can't think of another ISP that would provide ADSL2+ on my exchange at a reasonable price. Hence why I went with Spin in the first place.

The Black House writes...

but i dont know how good Dodo actually are

loooooooooooooooooooooooooooooool

I got email today, and i am getting out of my contract. they want to charge me $70 for 40gb and phone? no thanx!

Tancey writes...

I got email today, and i am getting out of my contract. they want to charge me $70 for 40gb and phone? no thanx!

that's just a rip off

The Black House writes...

but i dont know how good Dodo actually are,

they generally could uploads on their plans. that might effect its "value" a bit.

I love the options they are giving. get on optus hardware or go away.

I wonder how they will handle the users on rims or none enabled exchanges.

Rakkie writes...

it's $39 now, you have to spend $29.95 + the $9 minimum spend
if you actually try to change plans you'll see you can't just pick the line rental.

so the 40gb plan will be $70 + $29.95 + $9 = $109
(also there is a credit card charge now as well)

so be wary of that if you are thinking of option 1.

So What happens now? I just read the pdf they sent me.

What if you take no action.... which plan will they put you on? They arent really specific.

Also, will this affect my current adsl plan? ie will it force me off the grandfathered plan?

One more thing, What if you are still under the free phoneline rental deal you signed? Do you still get the free rental and so you only pay the extra $9?

Dam comcen, they are so stupid, they are struggling financially and on their website they are still offering free ADSL service if you sign on with them for >12 months...... What has happened to loyalty to current customers?

just got my email
RE:Dear Customer,

As you may be aware we have recently launched new ADSL2+ plans. We feel that these new plans combined with our new phone packs, offer great value. One of the highlights is the removal of the off peak quota customers can use their new data limit whenever they wish.

We are offering you 3 options:

1. Change to one of our new ADSL2+ plans with a phone pack. More information on these plans can be found here. http://www.comcen.com.au/products/adsl2 . To change to one of these plans please log into user services.

2. You can cancel your account now and we will waive the cancellation fee. This offer will only last for 30 days from now.

3. If at the end of 30 days you haven't chosen either option your plan will be changed to our ADSL2+ 40GB plan for $69.95.

Regards,

The Comcen accounts team

ive decided to get it in writing first before i churn to anorther provider for all i know this cood be a spoof email and not 1 sent from comcen/spin

bah wish they would just send all the emails out already.
Im getting tempted to call up to hasten the process.

Has anyone had any Firm info on what you actualy need to do to change from comcen to another Optus ADSL2+ Supplier, Disconnect first, place order goes through fast churn or rapid churn process etc etc.

Just got my email. Going to complain to Spin that I signed a contract for my specific plan, if that doesn't work then it's off to the TIO, I signed a 12 month contract for 50/100GB Plan, and they go ahead and change it after I manage to fufill 1 month of that contract.

Parag0n writes...

Just got my email. Going to complain to Spin that I signed a contract for my specific plan, if that doesn't work then it's off to the TIO, I signed a 12 month contract for 50/100GB Plan, and they go ahead and change it after I manage to fufill 1 month of that contract.

Doubt the TIO will do much about it, they are allowing you to leave without penalty, if they forced you onto a different plan then it would be a whole other story.

Might be able to get your signup fee back off them if you push them hard enough

Parag0n writes...

Just got my email. Going to complain to Spin that I signed a contract for my specific plan, if that doesn't work then it's off to the TIO, I signed a 12 month contract for 50/100GB Plan, and they go ahead and change it after I manage to fufill 1 month of that contract.

Yay. More people to waste the TIO's time. Really, this is not what the TIO exists for. Please don't hassle them with your bickering. You have been offered a free out – if this wasn't offered then THAT is what the TIO is for.

I was meant to have 6 months free line rental with this package, It's not wasting the TIO's time when my plan gets reduced by 110GB.

Spin / Comcen doing a shrewd bait and switch.

Parag0n writes...

a shrewd bait and switch.

no its not. only if they forced you on to a lower plan than you signed up for with no free out would it be anything like that.

dgodz writes...

no its not. only if they forced you on to a lower plan than you signed up for with no free out would it be anything like that.

This. You are offered a free out – therefore it isn't a bait and switch. If they didn't offer you a free out, that's another story and that would be when you contacted the TIO. This time round however, you're only going to be wasting the TIOs time.

CRC writes...

This time round however, you're only going to be wasting the TIOs time.

Maybe, maybe not. But he shouldn't be dissuaded from contacting the TIO. The TIO can make up their own minds whether they think the ISP acted fairly or not. They aren't a one-sided consumer advocate and will consider both sides of the argument.

It's not just the issue of whether Comcen are offering free outs, but also that fact that some paid joining fees with the expectation that they'll a) be provided a service at with an agreed upon data allowance and b) receive free line rental for a period of time.

One could argue that considering the very limited amount of time the original conditions of the contract were provided (one month out of 12/24 depending on user), a full or partial refund of joining fees might be warranted.

Chris McMahon writes...

It's not just the issue of whether Comcen are offering free outs, but also that fact that some paid joining fees with the expectation that they'll a) be provided a service at with an agreed upon data allowance and b) receive free line rental for a period of time.

One could argue that considering the very limited amount of time the original conditions of the contract were provided (one month out of 24), a full or partial refund of joining fees might be warranted.

Level headed thinking, I'm going to contact Comcen/Spin first to see if we can work things out.

Everybody knows that the TIO is a last option, when dealing directly with the ISP has failed.

Parag0n writes...

Everybody knows that the TIO is a last option, when dealing directly with the ISP has failed.

Well the first thing the TIO tells you to do is contact the ISP. I believe they then have a period of time (14 days?) to respond before anything starts rolling on the TIO's side of things.

yay Just got the email :)

Time to do some research!

Chris McMahon writes...

Maybe, maybe not. But he shouldn't be dissuaded from contacting the TIO. The TIO can make up their own minds whether they think the ISP acted fairly or not. They aren't a one-sided consumer advocate and will consider both sides of the argument.

It's not just the issue of whether Comcen are offering free outs, but also that fact that some paid joining fees with the expectation that they'll a) be provided a service at with an agreed upon data allowance and b) receive free line rental for a period of time.

One could argue that considering the very limited amount of time the original conditions of the contract were provided (one month out of 12/24 depending on user), a full or partial refund of joining fees might be warranted.

My thoughts exactly.

The client signed up very recently for a specific contract. He has had to pay transfer and setup costs ONTOP of the monthly fee for the service. A free 'out' is fair for long term users forced from their contracts but for brand new connections, when they have known about their problems for a while now, but they still charged this bloke knowing they were not going to provide the service. A fair result would be the free out PLUS the refund of setup and associated costs.

As it is now, these recent 'victims' have paid full price for a connection with all associated fee's PLUS a months service and are now being booted off the service due to nothing else than poor planning on Spin/Comcens behalf and now they have to pay more reconnection and transfer costs plus the associated downtime.

Not fair at all.

Oh and ignore those other two posters, they are the ones who have been posting for months that there are no problems at all and that everything is sunshine and happiness. They've been proven wrong time and again with every iossue they poke their noses into. Its hardly surprising that after days of silence they now rear up again telling people not to go to the TIO with legitimate complaints. I'd recommend anyone who feels gipped or ripped off to contact the TIO and voice your concerns, it costs you nothing and it is YOUR money after all.

;)

Dread writes...

they are the ones who have been posting for months that there are no problems at all and that everything is sunshine and happiness. They've been proven wrong time and again

wrong. its been proven time and time again that not everyone has had problems and not everyones problems have been as bad as others. some people have had no problems, some have had only the odd problem, some had fine local but bad international and some had bad local and international.

Its hardly surprising that after days of silence

wrong. i know CRC said he was busy for awhile with exams, and still has more, but i certainly have not been silent or absent. i simply choose not to waste my time posting in every single thread all the time.

telling people not to go to the TIO

wrong. where did i say that ? i didnt. its up to people to decide for themselves. what i did do was correct what someone thought a bait and switch was.

its a pity you can not just post without these attacks. you have had a bad experience and you are upset, fine. that doesnt give you any right to take it out on us that havent.

CRC writes...

You are offered a free out – therefore it isn't a bait and switch.

I don't see how the free out has any bearing on whether this is "bait and switch" or not. From Wikipedia:
In retail sales, a bait and switch is a form of fraud in which the party putting forth the fraud lures in customers by advertising a product or service at an unprofitably low price, then reveals to potential customers that the advertised good is not available but that a substitute is.

Seems pretty close to the mark here, the difference being that the service has already been signed up for before the switch takes place. Giving the option of not buying the switched product doesn't seem to make it not a "bait and switch".
"Bait and switch" in a physical retail goods sense puts out customers not because it forces them to pay the same for a lesser good but because it makes false promises to lure customers in, customers that would not have spent the time and effort to investigate if they knew the truth up front.

This time round however, you're only going to be wasting the TIOs time.

I completely disagree on this point.
The Telecommunications Industry Ombudsman is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services.

If you cannot resolve your complaint with the ISP reps then this is exactly what the TIO is for.
It is in no ones best interest to not contact the TIO. Firstly they will help you assess whether you have a valid complaint and if you have tried to contact the right people to solve it. The TIO can provide phone numbers to speak to managers or other staff members within the ISP that may be able to better assist you with your problem.
If you have tried to sort out a problem with the ISP and cant then the TIO can itself investigate for you, for some this can make a world of difference. If a customer is not confident enough to stand up for themselves it can be easy to be bullied over the phone and many people accept things because they feel they have to and have no where else to go. Not the TIO though this is their job!

So anyone who is unable to resolve a problem with their ISP SHOULD call the TIO: 1800 062 058

It's NOT wasting their time, it's precisely what their time is to be used for.

dgodz writes...

what i did do was correct what someone thought a bait and switch was.

The effect is the same...

They still lured people in on large plans, then slashed them drastically...

Not many people want to risk moving to a new provider during the xmas break...

To get to comcen it was 6 weeks of "backup optus wireless"

Personally i think "bait n switch" is close enuf not to argue about...

maybe call it a "bait n switch but let u get out of the bait n switch (but at an inconvenient time for bodo)" instead?

lilyblackrose writes...

CRC and dgodz are comcen/spins lapdogs and they do nothing but lie to try and cover up the isp's short comings.What ever they say to do,do the opposite!

CRC and dgodz are seemingly 2 Spin/Comcen customers that are not experiencing the problems that are affecting many of the complaining customers here on the WP forums.
Now I say seemingly because yes I guess it is possible that CRC is a paid employee of Comcen that is working in covert customer relations, maybe dgodz is sleeping with Spin's CEO too... [I'd like to make it clear here that I do not believe either of these things to be true I'm just illustrating that people are accusing people of things without any factual basis]
You see I could say they are aliens sent to earth as an experiment in annoying unsatisfied internet users too but it doesn't make any of it true. Nor does it make any of it useful. Just like your conclusion about them.

If the TIO get a couple of hundred calls from disgruntled customers,complaining about poor speeds and being baited,they will look in to it

The TIO doesn't need a couple of hundred complaints, just one will start an "investigation" or dispute resolution process with the ISP if that is appropriate action. Just be sure to contact Spin/Comcen to try and resolve things first or the TIO will just tell you to do the same.

Bankruptcy is all Comcen/Spin deserve.

Comcen/Spin is not a bad guy, it's a company. A company with many employees who have families in a tough economic times. If you bankrupt the company then most of the employees will have a pretty negative affect from it.

Perhaps it should be less about what "Comcen/Spin deserve" and more about what their customers deserve.

Sir Shtonkalot writes...

"Bait and switch" in a physical retail goods sense

lets try to put that in comparison then.

if Comcen/Spin had been offering 150gb plans but when people rang they were told they couldnt get it, and i mean nobody could, but then were offered something else, then that would be pretty close to the example given for physical retail goods. so a bait and switch.

however if the advertised product was sold and some went faulty and people were offered a different lower model as replacement or the option of a refund the product(but not delivery charges) this is not a bait and switch. this is closer to what people are being offered.

bodo writes...

Personally i think "bait n switch" is close enuf not to argue about...

yes i understand some will see it as so. doesnt mean someone has to cop flak for daring to say no it isnt though. :)

EDIT:
i should also say comparing physical retail to service retail is not exact or always easy.

how about a 3rd option
give those that are still here a good conection

Gismo76 writes...

And the simple fact is that some of us – myself up until recently – had a good stable connection. Some obviously still do but there is a fair amount of whirlpool users who are having issues.

I'm certainly not disputing that! the two Spin/Comcen customers I know of personally are having issues, I certainly believe the other posts reporting similar problems to me.
I have had no end of problems since signing up with Spin 10 weeks ago.
I just don't see what that has to do with whirlpool mods.

Sir Shtonkalot writes...

I'm certainly not disputing that!

the funny thing is nobody else is disputing that some users are having issues either, no matter how many times certain others post "they said everything is rosy" type comments.

dare to say yours is fine though and watch the fur fly as some go in to a frenzy and start making all sorts of wild claims.

its quite sad to see when things have got to the point where only negative comments are all some want to see or allow.

im still waiting on my email :(

am on the 150 plan, with the phone, im not concerned about the cost as i feel it WAS good value for money, im sick of these terrible speeds that im getting, i can barely load pages and its s'posed to be a ADSL2+ speed,

ahhh, lol i received the email.

not before receiving an email from support saying my plan was not being removed, then a day latter from accounts with the standard 2 option email.

3x0dus writes...

not before receiving an email from support saying my plan was not being removed,

Maybe it wasn't maybe just you were removed from it.

well lol i suppose, owell joy =]

YAY, churn went through nice and easy :)

Well, I'm not sure if it's still a churn on ADSL2+, but you get the idea.

Princess writes...

YAY, churn went through nice and easy :)

So that's number being ported away from Optus as well as moving ISPs, or did you just move to a new ISP on Optus network? How long/painful was it? much downtime?

New ISP on optus network. Downtime was ~6hrs (happened at ~1am, was back online by 7am). So yeah, not terribly long or painful at all :)

what isp on optus network has good plans.

I have never seen any?

zzzyz36 writes...

what isp on optus network has good plans.

I have never seen any?

Have a look at Netspace. My churn completed last Thursday. Approximately 7 days to complete.

My internet is now running at full speed.

Netspace and Spin = Chalk and Cheese.

I must add, I had no problem with Spin staff, it was just the internet speed in general.

jb2525 writes...

Have a look at Netspace. My churn completed last Thursday. Approximately 7 days to complete.

My internet is now running at full speed.

Netspace and Spin = Chalk and Cheese.

I must add, I had no problem with Spin staff, it was just the internet speed in general.

Every person that leaves slowcen comes back here & says the same thing.Moving to another isp is the only way our speeds will improve

aggravated writes...

Every person that leaves slowcen comes back here & says the same thing.Moving to another isp is the only way our speeds will improve

And you could also say every person that leaves gives more speed to the others that are left :P

Boostland writes...

And you could also say every person that leaves gives more speed to the others that are left :P

and peak times for me are getting faster all the time.

jb2525 writes...

Have a look at Netspace. My churn completed last Thursday. Approximately 7 days to complete.

The only good (big) plan on netspace forces you onto a 24 month contract.

jb2525 writes...

Have a look at Netspace. My churn completed last Thursday. Approximately 7 days to complete.

Likewise (except mine flicked over in the small hours of this morning). Very easy process.

The 24 month contract period doesn't concern me. I was on the same contract length with Spin and would have stayed had my plan not been removed. Generally I don't like leaving ISPs due to the headaches associated with getting everything back up and running. Most of my moves in the past have been due to the ISP making changes on their end that resulted in me getting a "free out" from my contract.

ok i just sent my response in writing to comcen, and this is a partial response they have given me. i will post the full response when i receive it

Please note that for service cancellations, as per our Terms and Conditions, we require 30 days notice from the date you send us, in writing, your cancellation. For example, if you email to cancel on the 15/3/07, your account will be cancelled on the 15/4/07 (provided you are out of contract).
so 3 days for full response

Gismo76 writes...

and peak times for me are getting faster all the time.

I've also experienced a pick up in peak speeds too... which is nice, and I have to remind myself each time I feel like I should stay when I get good speeds that it's not just because of this balls up that I'm changing ISPs, it's because of their questionable behaviour with regards to plan changes... then I feel better about (at least attempting to) ditching this dodgy ISP...

I took option two and went to another Optus supplied isp and guess what my speeds are back to what they used to be when I was I was with Optus I am getting over 300k downloads again and I sync at over 300k.
Don't listen to the crap here about most of the slow speeds being blamed on Optus as Spin is the one with the slow speeds as they never had the bandwidth.
I put up with craps speeds the whole time I was with Spin
have one more thing to say about Spin
THEY SUCK.

FYI: Node just announced they are re-selling Telstra based ADSL2....will be looking at those price announcements with anticipation....

Im in the process of changing over as well. Actually, Testra were meant to put my line back over to them today, but oddly I'm still here.

Then Im off to aaNet 100Gig.

mmm if a new month ticks over ill have to pay for it.

dammit telstra port my line already!

Jarodkyle writes...

ok i just sent my response in writing to comcen, and this is a partial response they have given me. i will post the full response when i receive it

I replied to the message they sent me about the contract break free of charge, advising them the service would be churned away as soon as possible, and that the service would cease from then.
I received No reply from that at all.

if they pull the 30day notice crap they will be up for a fight.

Im sure i saw also that they wont pro-rata a disconnection, but will pro-rata a connection.

Ive been off them for almost a fortnight now, so as far as im concerned they got paid for november when i was with them and thats it.

if they send an invoice for december it will not be being paid.

3x0dus writes...

Im sure i saw also that they wont pro-rata a disconnection, but will pro-rata a connection.

I'm pretty sure they said in their email to me that I will only pay up to end of the 30 day period, which should be the 14/15th which will only be an extra week or so more than when I actually move away, which I'm ok with... I can't be bothered kicking up a stink about an extra week's hosting/phone rental... I'm just happy to be getting out of there...

ok i was credited $645 must be the cancellation costs, i only had to pay for calls made up to the cancellation period so im happy for now

3x0dus writes...

if they pull the 30day notice crap they will be up for a fight.

As I read the email sent top me by Comcen accounts, it doesn't ask for a reply it just states that you can choose another plan or leave and if you do nothing they will choose a plan for you.

Im sure i saw also that they wont pro-rata a disconnection, but will pro-rata a connection.

I have not read anything about pro-rata but as I was charge only for part of a month when I join and because Comcen have breached contract, they should be paying everyone who chooses to leave the fee they would have charged if we had broken the contract with them, plus any cost to reconnect with another ISP, plus any ongoing price difference it may cost to obtain the same download limit you had contracted to you with Comcen. I estimate that will cost them (Comcen) several hundred dollars per customer and is from what I understand quite within each disgruntled customers rights to sue for (plus legal costs of course).

Having to give them 30 days notice is part of the terms and condition of the broken contract, so they don't apply. In fact as I understand it none of the terms and conditions apply because the contact is broken by Comcen.

Zathris,
What are you actually talking about?

Do you have a specific situation you can email me about? Or are we only talking hypertheticals?

con@comcen writes...

Zathris,

What are you actually talking about?

Do you have a specific situation you can email me about? Or are we only talking hypertheticals?

I think his comments are poorly worded. Makes it impossible to view as something other than a rant.

con@comcen writes...

Do you have a specific situation you can email me about? Or are we only talking hypertheticals?

Yes, I joined Comcen on the 120Gig ADLS2+ plan on the 19th of June (I believe 3 days after it was launched). I churned from AAPT on ADSL1 and to your (Comcen's) credit, I had only 30mins down time and coming from ADSL1 to 2+ that was an incredible (but shouldn't be) thing to achieve. There were some teething issues regarding sync speeds (for the first 2 days was I tried everything in conjunction with Comcen to no avail. I was syncing at between 5-7.5 Mb's and I'm 998 meters from the exchange according to Comcen and have 14 junctions, so according to Comcen I should sync at between 13-14 Mb's which happened when I rebooted my modem on Sunday night not quite 48hours after giving up Friday night). Other than having an almost unusable internet speed for the months of October and November, I found Comcen to be ok until I got "the email" at 12:40 AM 14/11/2008, Comcen wrote:

Dear Customer,

As you may be aware we have recently launched new ADSL2+ plans. We feel that these new plans combined with our new phone packs, offer great value. One of the highlights is the removal of the off peak quota customers can use their new data limit whenever they wish.

We are offering you 3 options:

1. Change to one of our new ADSL2+ plans with a phone pack. More information on these plans can be found here. http://www.comcen.com.au/products/adsl2 . To change to one of these plans please log into user services.

2. You can cancel your account now and we will waive the cancellation fee. This offer will only last for 30 days from now.

3. If at the end of 30 days you haven't chosen either option your plan will be changed to our 40GB plan for $69.95.

Regards,

The Comcen accounts team

now you want to talk about poorly worded there are 2 options not 3, but we will let that go, however steeling 80Gig of off peek downloads is not what I call an advantage in fact I would call it theft.
To add insult to injury I have a bill emailed to me stated I owe $100.49 for a full month of internet on my 120Gig plan and telephone line rental from the 4th of December (I had 6 months free line rental in my plan) can anyone tell me when my line rental should start (perhaps the 19th as that would be six months) and since I have not communicated what I intend to do so how can I be billed for an unknown. I would not be so angry if I had been ask my intention and not delivered an ultimatum. Tomorrow (if my new ISP keeps it's word I will no longer be a Comcen customer, I cannot remain with a company that offers something it either never intended to give or was not capable of giving (in other words deceptive or negligent).
If you (Comcen) want to know what I want I would like the breach of contract fee you would have made me pay if I left the $60 churn cost and compensation for the stress and not being able to get a 120Gig download limit. But in light of what was said a few post above, all of the 5 months of Internet access refunded would be acceptable.

You probably need a few paragraphs :)

In anycase from what I have been able to decipher you have been required to give 30 days notice from Comcen?

I didn't have to give Spin 30 days notice, I sent an email a few days prior to the end of the month advising that I had churned to an alternate provider and that services were no longer required from Spin effective from the end of the month.

I recieved an email back confirming what I had said with a further note to say that the churn notice had not yet been recieved from Optus however this should be recieved shortly.

True to Spin's word I was not charged another months access, in fact I recieved a pro-rata refund for the days where I was already with my new ISP.

Whilst I am disappointed that Spin discontinued my plan I can't fault the service offered by accounts nor am I disappointed with the pro-rata refund (I wasn't expecting it at all).

sonic087 writes...

In anycase from what I have been able to decipher you have been required to give 30 days notice from Comcen?

I cannot see any indication of that in the above email (in my prior post) and if it pertains to the terms and conditions of my contract voided by Comcen, well they are void because the contract is broken.

Whilst I am disappointed that Spin discontinued my plan I can't fault the service offered by accounts nor am I disappointed with the pro-rata refund (I wasn't expecting it at all).

I would say I am more than disappointed because at best, when Comcen was forced to break contract, it means the company was negligent for offering the high bandwidth plans because it wasn't capable of delivering on them. I would and do expect pro-rata because it was given when I churned. I will say, as you have, that I have had good customer service but for the fact that there was no admission of bandwidth problems at their end, which is clear was the case and of course my slow download speeds were not fixed.

I believe that Comcen are currently trying to bandwidth limit me without reason (unless there is some techical problem which pertains to HTTP/FTP only, P2P is running well, but Reget cannot download the last Debian DVD ISO and surfing is more like bobbing in the water).

sonic087 writes...

In anycase from what I have been able to decipher you have been required to give 30 days notice from Comcen?

no from what i read he hasnt churned yet and has not informed Spin of his intention to. so it would appear the monthly rollover for the months payment has happened to which he is not happy.

i do know what you mean about trying to decipher it though. there is so much vitriol you have to try to read around.

dgodz writes...

no from what i read he hasnt churned yet and has not informed Spin of his intention to. so it would appear the monthly rollover for the months payment has happened to which he is not happy.

I am not happy that I have been delivered an ultimatum and that I have not been asked what I am going to do, just told do something.
I have just confirmed that I do not need to give any notice just churn and it fine. I have also talked to account and they will consider paying my churn cost. So right now I am pleasantly surprised.

I have put in an order to churn with Exetel which should be complete in tomorrow according to what I have been emailed.

I have to say that if Comcen's internet was as good as there customer service I would never have left. I must give then 11 out of 10 for customer service. I cannot say as much for there internet unfortunately. I have successfully churn to Exetel using the same port at my exchange (I had now choice no ports left). The speed change is amazing. I feel like I have just had my speed increased 2 to 3 times and yet my sync speed is slightly lower. So far I am impressed with Exetel!!!

I am not happy that I have been delivered an ultimatum and that I have not been asked what I am going to do, just told do something.

Not much you can do about that, 30days is plenty of notice.

I have just confirmed that I do not need to give any notice just churn and it fine. I have also talked to account and they will consider paying my churn cost. So right now I am pleasantly surprised.

Im sure you will get a pro-rata refund of the month that you have been charged, regardless you should be charged for any days usage you have prior to the churn to Exetel.

Good luck having your churn fee paid though, let us know how you go.

sonic087 writes...

Good luck having your churn fee paid though, let us know how you go.

I certainly will let everyone know what happens with my churn fee. The problem is Comcen want an invoice and Exetel don't send invoices so I'm not sure what is going to happen. We will have to wait and see....

Hi,

Just wondering if this is only affecting adsl 2+ customers. or does it effect adsl one customers. ?
I hope not they screwed us around so much, we were meant to get adsl2, but even though the search said it was available. they said it wasn't, so they just gave us adsl 1..

Can someone tell me? if they are just going to screw us around again i want out!

WebKitty writes...

Can someone tell me? if they are just going to screw us around again i want out!

Tell you what? If ADSL2+ is available where you are? If ADSL 1 is available?

Zathris writes...

Exetel don't send invoices

Bull, you can download a PDF in the members section.

– aNt – writes...

Bull, you can download a PDF in the members section.

I hope so but I was told they didn't by them. I am happy to be wrong.
I will go and check now. Thanks for that, I am pleased to be wrong.
Now I will send the details to Comcen.