Refusing to honour promo speed Boost & Price
I’m at my wits’ end and feel like giving up on Customer Services, so I’m hoping for some advice.
At the start of October, I renewed my contract through the Web Portal. The offer seemed reasonable — £63 per month for basic channels, all the football, and 250MB broadband — so I went ahead with it. However, my bills were immediately confusing, showing three different amounts depending on where I checked (Email, App, or Web Portal). I was assured it would settle soon, so I left it at that.
A couple of weeks later, I received a promotional text offering a speed boost to 350MB for £2 less per month. It seemed like a no-brainer, so I clicked “Place Order” and received a confirmation email with an order number.
After waiting a few days with no change, I called Customer Services. They said they couldn’t see any offers or updates made through the web and advised me to wait a little longer. I did — but nothing happened, and the new order still doesn’t appear on the App or Web Portal.
I then tried webchat to check on the order, but that was no help either. Even after forwarding the confirmation email, I was told the order “didn’t exist” and was instead asked if I wanted to start new contract. I explained that I just wanted my existing order processed. They couldn’t help, but offered to escalate a complaint and said someone would call me back within 4–24 hours. Nobody ever called.
From what I understand, the only department that actually listens is Retentions — but I don’t want to leave; I just want the deal I was offered to be honoured. It doesn’t seem like an unreasonable request, but it’s proving far more difficult than it should be.
Where do I go from here just to get someone to listen and resolve this? Thanks for reading.
