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Harveycav10's avatar
Harveycav10
Joining in
7 months ago

Anyone else has issues cancelling new package within 14 days?

Hi

New here and need advice.  We wanted to add a  tv package to our broadband but only if it was wireless.  Numerous issues from day 1, Firstly this doesn't yet exist, no engineer was sent to set up, we are not good with tech so had to call again to get one then had to drop everything for the visit.  We did have a new router  but even that didn't work for several days after and had to get an engineer out.  The TV was not installed and still sitting in its box. Have asked it to be collected 3 times already.

Anyway now had numerous phone calls for hours - 3 promises to call back, 2 promises of email confirmation,  none of which happened and we seem to be no further on.   

We just want the tv package removed and back to broadband only as we cannot have it in our house in multi rooms it seems despite asking for this specifically.  Spoke to 2 people last week on the same day, I thought finally we are there but no, i got no email to confirm so phoned again 2nd person said nothing had been sorted but after some time said it could be removed but  they added an extra  £9 month for broadband as some codes didn't exist to remove the tv package!? I am utterly speechless. if anything we should be asking for compensation for the loss of internet, time taken to keep calling CS.I work full time and cannot keep calling.

Does anyone have any advice  please I am so exhausted with this saga already. I just wish we had stuck to broadband only.  Really very unhappy with the CS received so far.

Any advice welcome.

3 Replies

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  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    7 months ago

    Hi Harveycav10,

    Thanks for posting and welcome to our community 😊

    Sorry to hear there's been some trouble with adding the TV package, then removing it.

    Package changes aren't something we do from here, you can call the team on 150/ 0345 454 1111 or use the Whats app service on +44780 308 9684.

    Depending on the package you had previously, if this was an older one it may not be possible to revert back to the exact same package, this is what would have been meant by codes not existing.

    Alex_Rm

    • Harveycav10's avatar
      Harveycav10
      Joining in
      7 months ago

      Hi Alex

      Thanks for the reply but as you can see i have already tried your CS number numerous times, people promise to call back and dont. It was even  confirmed by one of your reps if they cannot resolve something it gets left. This is not good enough. I am still within my 14 day trial period so yes i should be able to revert back to what i had  and surely the codes are an internal issue .  I cant even get anyone to come and collect this box i have asked 3 time already, more promises but still no details.

      I  cannot keep sitting on the phone relaying the same info all the time i have a full time job and spent hours already. i will seriously be looking at other providers if i cant get this resolved .This has been very stressful. Been a customer for years and this is the first call, but really not happy with the level of CS received so far. sorry. 

      • Alex_RM's avatar
        Alex_RM
        Icon for Forum Team rankForum Team
        7 months ago

        So I can get a few more details from you Harveycav10,

        I've popped you over a private message.

        Alex_Rm