jsmaster
join:2008-03-16
Montreal, QC
 ·Videotron
·Cogeco Cable
| Hi there, I'm a Bell Sympatico techsupport level one and I would like to show you something very very very cool. The company I work for will not limit their bandwith charge for new customers after June 30, 2008. Look at the released from SIMON, the tool we have for general information on our job.
Good reading everybody =)I attached the text if you like to read it with more convenience
Important Usage Billing Changes
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March 13, 2008
Stop-sell on $25 Unlimited Usage Plan
No monthly billing limit on usage overage charges
Ontario Total Internet Performance now includes 60GB of usage
Details
What, when, where
Why
How
Details
What,
when,
where
Please read the details associated with these changes carefully.
UNLIMITED USAGE PLAN STOP-SELL - ONTARIO & QUEBEC
As of March 12th there will be a stop-sell implemented on the $25 Unlimited Usage Plan. The Unlimited Usage Plan will still be available in your ordering tools until further notice; however, we ask that you not sell this plan to a customer under any circumstance. All incentives/payouts related to selling this plan are being discontinued.
If a customer insists on receiving unlimited usage, please soft transfer them immediately to the SCS Usage Queue via the A2A transfer application.
Please note that the 30 GB Usage Insurance Plan @ $10/month remains available to High Speed, Ultra, Performance, Optimax & Max customers.
NO MONTHLY BILLING LIMITS ON USAGE CHARGES – ONTARIO
& QUEBEC
We currently have in place a monthly $30 maximum charge for any usage overage charges our customers may incur. Until June 30th, 2008 we will continue to offer all plans with a $30 max charge. New customer acquisitions on and after June 30th, 2008 will be subject to usage charges without monthly billing limits ($30 max charge no longer applicable).
Note that this change applies to all products & tiers of service in Ontario & Quebec. Transfer any in-depth questions or concerns about this change to the SCS Usage Queue.
For example:
Customer joined before June 30th, 2008 = $30 usage charge limit
Customer joined on or after June 30th, 2008 = no monthly billing limit
Note that select HS & Ultra customers will continue to receive unlimited usage as per their current agreement – transfer questions to the Usage Queue
ONTARIO’S TOTAL INTERNET PERFORMANCE INCLUDES 60GB OF USAGE
Included with Total Internet Performance, Ontario customers currently receive 30GB of included usage plus an additional 30GB for the duration of a customers’ contract term (total of 60GB). Effective immediately, Ontario customers will benefit from 60GB of usage included in their plan. We will no longer be promoting this as 30GB + 30GB but rather as 60GB.
Why
Industry Changes
Over recent years, Canadian Internet service providers have gradually adapted their pricing models to include a usage-based billing component. As bandwidth-intensive activities on the Internet continue to grow in popularity, it is vital that ISP’s are able to charge a customer for usage.
Customers are familiar with usage-based pricing given their experience with cell phones & long-distance. A customer that only uses a cell phone for emergencies will likely subscribe to a plan that includes fewer minutes than a customer who needs to use a cell phone for constant communication.
By removing the Unlimited Usage Plan & max charges, Sympatico is taking a further step in ensuring that we are adapting appropriately in this rapidly changing market.
Competitive Landscape
It is important to note that Sympatico is not breaking new ground by marketing plans with no billing limits on usage overage charges. Currently Videotron also markets several of their plans with no monthly billing limits.
In contrast, Cogeco subscribers are currently not being given an option to pay for usage incremental to what is included in their plan. Instead the customer could have their account suspended when exceeding their plan’s GB cap.
How
Positioning for customers concerned about usage charges:
Step #1: Probe to understand the customer’s usage needs
Step #2: Customize your offer
Offer a plan that suits the customer’s usage pattern and assure concerned users that there is more usage included than they would initially think – only 5% of our base exceeds 60GB / month. In fact 82% of customers stay under 10GB /month.
If a customer expects that they will use more than what is included in our plans – move to step 3
Step #3: Offer a solution – the Usage Insurance Plan
Example:
“Mr/Mrs customer, given your downloading and uploading needs, I understand that you are concerned with the amount of Internet usage included in this plan. For only $10 a month, we can offer you a Usage Insurance Plan. This plan will allow you to upload and download an additional 30GB a month, without having to sign a contract. This would bring your total monthly available usage to [insert current usage included in plan + 30GB]. Does this sound like something you would be interested in?
Don’t forget that you can always monitor your usage online at www.bell.ca/internetusage. This tool will allow you to check how close you are to reaching the amount of usage included in your plan.”
Business Office - Procedures – Call Procedures - Usage
SCS Technical – Procedures - Usage
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So if you don't want to pay more than 30 $ of extra charges ... you must sign up with Sympatico before these date ...
Sympatico only tricks poor customers ... I don't know why I work for them .. It's sure I will do something else soon |
