vraag

Internet (or Net+TV) tier rising - questions and thoughts


Zanzibar
Hello Telfort community.

To make sure that I will express my doubts and question, I will continue in English.
There are few questions I have and wil be glad if you could answer to all of them.
I'm Telfort's customer for more than 7 years. In this entire period of time I did not have any huge complains about your service.

1.
Without log-in to "My Telfort" I checked my address for all tiers I can choose between.
It looks like I have three options:
- 50/5
- 100/100
- 200/200
However, after log-in to my account I found that the highest possible tier to upgrade is 50/5Mb/s.
Where does this difference come from? Why I'm limited to the lowest tier instead of having a choice like new customers?
Am I right that I would have to close my current contract and then apply for a new one (100/100) I consider now or are they any limitations in your "terms and policy" and there is some cool-down time between a closing date of old contract and asking for new one?


2. As I mentioned above, I am with Telfort for more than 7 years and checked if you offer any discounts for current customers. There is none.
Let me use the lowest Internet-TV Combi deal where you offer first 3 months for newcomers with 29 euro and then 42,50 euro.
For those who are already with you, you offer no discount on this tier which I found it disappointing and what more important, very disrespectful for the loyalty you got from long-term customers.
If I'm wrong and I missed something, please correct me but so far I did not find any in "My Telfort".

Regards
Zanzibar

11 Reacties

Babylonia
Reputatie 5
Zanzibar schreef:

If I'm wrong and I missed something, please correct me but so far I did not find any in "My Telfort".


What you missed, is to make a personal telephone call and ask for a new deal and negotiate for a discount. As it is a personal matter, of how many years you are a customer or not, etc. Customer care shall take it into account and give you a good offer.
Wieger - Telfort
Reputatie 4
Badge +11
Hi Zanzibar, welcome to the Telfort forum. I understand you have question about the options for renewing your contract and getting a higher connection speed. I would like to start with the connection speed. When you look at your Mijn Telfort options it's true you can select the Internet Glasvezel package for 50/5 as main choice. You can add an additional bundle for higher speeds like 200/200Mbit. Did you see the addiotional bundles while changing the type of subscription?

For a good offer to renew your contract, I would recommend you to fill in your number here. One of my colleagues will call you back and will give you a personal offer. Unfortunately I can't give you an offer via the forum. If there is anything else I can do for you, please let me know.
Zanzibar
Hello and thank you both for the answers.
To be honest I wasn't aware that your company offer personal offers for long term customers.

In regards to Wieger's question.
Like I described it in my initial post, when I checked the possibilities to change my contract, the only choice I have between are:
- Internet 50/5
- Internet + TV 50/5
There in no option to choose higher speeds or extra TV packages. The only one I can add is Telfort's security package I'm completely not interested in.
They are however available without checking my "My Telfort" acoount, which I found quiet odd and that was one of the reasons of my concerns.



Thank you for providing a link, I will indeed fill my number and wait for a call.
Best Regards
Zanzibar
Babylonia
Reputatie 5
What if you click to "Meer informatie" under the glass fibre section?

100/100 and 200/200 Mbps are "sub" packages of the glass fibre.
You can change per month back and forth.
Zanzibar
"Meer informatie" for both upgrades is already expanded. There is nothing more.
Babylonia
Reputatie 5
OK.
The option 100/100 and 200/200 Mbps are "sub" packages of the glass fibre.
Only can set, if the base account is actief anyway. Maybe that is why it can not be choosen at forehand.
Wieger - Telfort
Reputatie 4
Badge +11
Hi Zanzibar, with the current subscriptions the higher speeds are seen as extra's. When you go to 'Extra's wijzigen' you can see the options for 100/100Mbit or 200/200Mbit.
Zanzibar
Hi Wieger,
No, they are not there available there. As I said earlier, the only extra package there is the one for security for 5 euro.
Wieger - Telfort
Reputatie 4
Badge +11
That shouldn't be the case. I'm going to ask my colleagues of the Mijn Telfort site to look into this situation. Those extra's should be displayed. I can assure you the 100Mbit and 200Mbit options are available on your address when you choose a fiber connection. If you want to change the subscription and want a personal offer I recommend you to https://nl-telfort.netmng.com/callcenter.php]let my colleagues call you.

I will get back to you about the extra's on the Mijn Telfort site.
Babylonia
Reputatie 5
I guess he doesn't have a fibre glass connection yet, so he can not choose the extra speed belonging to a fiberglass connection within "Mijn telfort" yet??
Wieger - Telfort
Reputatie 4
Badge +11
That shouldn't be the case. From an order point of view, when changing to the new subscription the additional bundles and options can be displayed. Since it's the contract with it's options you're changing to. I didn't get a reaction from my colleagues yet, but I will get back to both of you. :)

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