24 February 2010

XT loyalty recognition

For the next three months all XT customers who were impacted by recent outages and who choose to stay with XT will receive a loyalty credit to their account.

For consumer on account customers (post-paid) this will amount to 33% of the customer's monthly plan charge including their Telecom Extras such as texting and mobile broadband plans. Customers can expect this credit to be for a three month period. So on a One Rate 100 plan for $49.95 per month, a customer's monthly plan cost will in effect reduce to $33 per month.

For pre-paid customers we will apply a 33% bonus every time they top up over the next three months.

For business On Account SME customers and Gen-i enterprise and corporate clients this loyalty credit will amount to 50% of their monthly plan charges over the next three months.

I am an on-account XT customer affected by the recent XT outage - when can I expect to see the first loyalty credit on my account?

As a Telecom on-account customer affected by the XT outages south of Taupo, you will receive the loyalty payments in three monthly payments as described here:

Payment 1: will appear in your April bill

Payment 2: will appear in your May bill

Payment 3: will appear in your June bill

For each of these payments, a single amount will be credited to your account. This credit is the total XT Loyalty Recognition payment for the previous month for all XT rentals charged during that previous calendar month on the mobile number identified. For example, if you have a Voice plan and a Text plan and you are a residential customer, the XT rental charges for March 2010 will be totalled at the end of the month and then the 33% credit will appear in your April 2010 bill.

I am a pre-paid XT customer affected by the recent XT outage - when can I expect to see the 33% top-up on my account?

Prepaid customers affected by the XT outages who top-up after 8 March 2010 should receive their loyalty recognition bonus 24 hours after topping-up. We will continue applying this loyalty recognition bonus until 22 May 2010.

We have now identified the top-ups made between 23 February and 7 March 2010 by the prepaid customers affected by the XT outages and have paid the loyalty recognition bonus for these top-ups.

We thank you for your patience and understanding.

I want to talk about my contract

Please contact us, if you are a consumer mobile customer call us on 123, if you are a business customers please call 126.

XT Service alerts

You can see updates about scheduled work on the XT network on our Service alerts page.

23 February 2010

Telecom CEO Paul Reynolds this afternoon announced a range of significant measures aimed at restoring customers' faith in XT following a series of major and unacceptable outages for tens of thousands of customers in recent weeks.

He also announced significant changes to the way in which the XT network will be managed, as a result of the unacceptable level of service.

"For too many of our customers, we have not lived up to the promises we made about XT when the network was launched," Dr Reynolds said.

"So that's why we are taking action on a broad range of fronts, covering the operation and management of the network, and customer offers."

"Alcatel Lucent CEO Ben Verwaayen has committed to providing the full global resources of his company to get these issues fixed," said Dr Reynolds.

Operational management

"CIO David Havercroft will assume the responsibility for all network and IT operations from today, and CFO Russ Houlden will carry interim responsibility for our Shared Services operations and Technology Strategy."

"With these measures in place, and with the offers we have made to customers affected by the outages, Telecom is now working day and night to restore customers' faith in XT," said Dr Reynolds.

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