G'day folks.

Maybe some of you have had this problem - or you are about to.

I was on Jetstream Plus with Telecom (2mbps) and my nominal ISP was
Orcon.

In late July, Orcon called me and told me I would have to move to UBS or
my ADSL would cease to be usable as the Jetstream connection would
remain - but would have no ISP associated with it.

I was moved to UBS on August 19th and Orcon remained my ISP.

In my September Telecom bill, I was dinged for $99 for early
disconnection of my Jetstream Plus service (8 months out of the 12 in
the promo period). That seemed a bit on the nose, given that I had not
initiated the change to my service - Telecom had. Plus I had had the
same service for a previous year at my old address - so had been a
Telecom ADSL customer for well over a year all up at both addresses.

Anyway....phone calls to Telecom and Orcon shed little light on
matters....and I lodged a complaint with the Commerce Commission on
September 23rd.

They responded today and apparently what happened to me should NOT have
happened and the advice from Telecom to the Commerce Commission was that
under the JPP (Jetstream Partnering Programme) the enforced move-to-UBS
agrement with ISPs, I guess) there were to be no charges for people in
my situation.

I was told to contact my ISP and ask them to pursue a refund with
Telecom for a $99 credit to my phone account. That may take 2-3 months.

This is where things sit at the moment...and the CC has asked me to let
them know what happens.

The relevant content of the CC note sent to me is pasted here:

******************************************************************

We have been advised that a Jetstream Partnering Programme (JPP)
customer would have a relationship with an ISP other than Xtra and would
have Jetstream provided by Telecom. Such end users may be subject to
disconnection fees applied by their ISP.

In relation to the Jetstream access provided by Telecom, the general
position is that these customers are not normally subject to
disconnection fees. However, there may be a small number of end users
who are subject to ´early disconnection fee¡ arrangements. Under the
JPP, various promotions with a 12 month term commitment have flowed
through to end customers. Accordingly such Jetstream customers of
Telecom (while having an ISP other than Xtra) may be subject to an
´early disconnection fee¡ for not meeting the agreed term commitment.
Promotions that involve such a contract term include Free Connection
offers. We understand that Telecom have advised ISPs that their policy
is that such end users should not be penalised as a result of the JPP
withdrawal.

In order to avoid such customers being charged a disconnection fee,
Telecom has taken a number of steps to avoid this occurring and say that
if any of these JPP customers have been charged this is regrettable.

Such customers should contact their ISP who will confirm that they have
migrated as part of the JPP withdrawal. This ISP will pass their
details on to Telecom Wholesale who will arrange for the credit to be
placed on the end customerÿs account.

-- 
Steve Withers <swithers@mmp.org.nz>
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