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Rexxey's avatar
Rexxey
Joining in
11 months ago

Disconnected Merry Go Round

I recently phoned up customer service as my contract was up and the price hike was unaffordable. I spoke to retentions who made a couple of offers I was mulling over and asked to put my 30 days notice in for disconnection, while I considered these offers and shopped around- so if I decided to leave I wouldn't be left with another 30 days. The next day literally 30 mins past midnight I've been disconnected and the same as I've read on here before I wrote this, from multiple other customers your customer service team keep telling me it's going back on when it isn't. There have been no missed payments ever, no disputes and I've been told somebody will be contacting me within 72 hours about it- I'm not holding my breath. I have no idea what to do but unless this gets resolved I will not be renewing another contract and have also requested a copy of my phone calls so I can progress with a complaint as I have been accused on one of my many phone calls for requesting instant disconnection- which I didn't even know was possible I've always been told in the past it's 30 days notice to leave. My wife is in the process of starting a business from home and my daughter is home schooled. We have no internet and no TV whatsoever. If anybody can help which doesn't require me going round in 48 hour circles with a call centre it would be much appreciated.

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    11 months ago

    Thanks for your post on our Community Forums Rexxey, and a very warm welcome to you!

    Sorry to hear of the premature disconnection of the services, when this request was placed, with the agreement of a 30 day notice period being served.

    Do please allow the aforementioned 72 hours you were advised to elapse and if the services are not back up and running beyond this point, we will seek to step in to resolve this for you

    Thanks,

    David_Bn

    • Rexxey's avatar
      Rexxey
      Joining in
      10 months ago

      Thanks for the reply, nobody called back but it's sort of back on however my account is still showing as disconnected. TV to the second box is none existent and somebody from the top tier retentions was supposed to be calling me today to discuss a new package as she couldn't get the offers while it was disconnected. As it is I have no idea where I stand and what's going on would be lovely if you could help me speak to this lady again as she was very helpful and not from offshore call centre. Had a Yorkshire or Lancashire accent I think.

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        10 months ago

        Hi Rexxey, thank you for your response.

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel