Forum Discussion

bryanryan's avatar
bryanryan
On our wavelength
17 days ago

Removed UHD and price now higher, was not informed

Hi forum team, 

I remember when adding UHD sports and entertainment I was told it was separate from my account/discounts. I went to remove it today via chat and when I received my new contract, to my surprise my contracted amount with cost more than what I was paying.... Another hour wasted getting back onto chat and they said they can't help and it glitched out. 

It was not communicated with me that I would lose any discounts so I either want have UHD removed and keep my discounts or if that not possible then revert to my contract, as I do not agree with the changes that the chat rep made. 

Really don't want to be spending my day calling tomorrow so I hope I can be helped here. 

Thank you

  • unisoft's avatar
    unisoft
    Knows their stuff
    17 days ago

    If new contract then 14 days cool off to revert to previous. Forum staff might be able to help, may take up to 48 hours. They don't normally do a renegotiation of package but will be able to enter a private message session to see what's gone on and whether they can revert back.....

  • Carley_S's avatar
    Carley_S
    Forum Team
    17 days ago

    Hi bryanryan 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns about how your package price has changed when removing UHD Sports and Entertainment. 

    If this was just an addon then they should be removable without affecting your contract length and not having to agree on a new package and contract altogether. Did you receive a new contract and package information? You'll see this in your emails when we send through pre-contract information and an online account showing a brand-new contract with a new contract end date. 

    If not, then these would've been addons and not a new contract. 

    • bryanryan's avatar
      bryanryan
      On our wavelength
      16 days ago

      Hi Carley_S, I believe it was an add-on as the contract length hasn’t changed. The issue is that the new contract package information my pricing has increased, I used to pay £72 or so including UHD and now the new price stated £75 after it being removed. I wasn’t consulted I would lose any discounts on my agreement etc else I wouldn’t have had it removed to save money 

      • Carley_S's avatar
        Carley_S
        Forum Team
        16 days ago

        Did you receive the new contract package information to review before you agreed to the new contract? If this is a new contract it would show you've a new and updated end date for your minimum term. Is that what you're saying is shown on the new package information you've received?