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OokraMoO
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Message 1 of 20
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Why did you lower my package?

Hi, so I had 50mb/3mb before the big 'Speed upgrade' and then I got 70mb/6mb which was a nice boost I guess.

 

I just logged into my account and see I've now been downgraded back to 50mb/3mb... why is this?

 

Also there is terrible over-utilization at peak times, for the 5th time in 5 years.. just a fantastic service you offer, really.

 

I'm not even going to complain about the utilization issues because it just falls on deaf ears and nothing gets done to fix it for over 6 months, 6 months later it's back to crap again as they oversell the area.

 

So yeah, what happened to my 70mb/6mb?

 

AREA 30

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Superuser
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Message 2 of 20
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Re: Why did you lower my package?

If you change your package in anyway way (not just limited to broadband) or negotiate discounts you get put back to the 50/100/200 tiers instead of 70/150/200
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OokraMoO
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Message 3 of 20
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Re: Why did you lower my package?

I was not made aware of this at all, my package has not changed and any discounts applied are just standard for having a package deal.
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Superuser
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Message 4 of 20
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Re: Why did you lower my package?

Just standard?

Are you paying the on the shelf price for the package or have you rang up and got any applied?
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OokraMoO
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Message 5 of 20
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Re: Why did you lower my package?

Standard l, 50mb (was70), M+, weekend phone.

I have a £10 discount applied but I've had that for years for being a loyal customer, package has never changed.
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Superuser
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Message 6 of 20
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Re: Why did you lower my package?

Did that get renewed any time between now and November 2015
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OokraMoO
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Message 7 of 20
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Re: Why did you lower my package?

Dec 14th I think

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Superuser
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Message 8 of 20
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Re: Why did you lower my package?

2015? Or 2016? Either makes no difference, as its any new agreements made after 24th November 2015 that puts you on the new tiers.
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OokraMoO
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Message 9 of 20
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Re: Why did you lower my package?

2016, well this is BS.

Nothing was ever said to me about it lowering my speed. Why did they call it a "free" upgrade, up the price by £4 then proceed to take away my "free" upgrade.

 

Wow seriously this isn't fair

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Superuser
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Message 10 of 20
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Re: Why did you lower my package?

The price rise would of happened whether you took the upgrade or not. That's why it's the 'free' upgrade.

Some customers have had 3 pay rises but still waiting for their 'free' upgrade.
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