Level 2: Rookie

Refusal to honour online offer to existing customers

Currently on a non NBN service paying $105 for phone and internet and $87 for foxtel through telstra, not in contract. Am attempting to switch to a new plan per website, the offer is $140 for phone, internet and foxtel iq4. Whilst trying to do this on the phone am being told as we are an existing customer will have to pay $198 per month plus a $150 one time charge to upgrade to iq4.


No offer to resolve, asked to speak with manager and i have now been on hold for over an hour, i  believe the consultant may have just put me on hold and put the phone down.


This is some of the most horrific customer experience i have ever received.

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Level 25: The Singularity
Level 25: The Singularity

Re: Refusal to honour online offer to existing customers

On the website, it does say right above the plans:

Min costs below are for new Foxtel from Telstra customers, with internet over 24 mths and other products over their min terms, and are subject to plan price changes


But yes, it should be made clearer that the costs shown are for new customers, not existing.

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