Forum Discussion

bryanryan's avatar
bryanryan
On our wavelength
2 months 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 m...
bryanryan's avatar
bryanryan
On our wavelength
2 months 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
2 months 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? 

  • bryanryan's avatar
    bryanryan
    On our wavelength
    2 months ago

    I received an email after with an attached econtract titled Service change receipt. My dates haven’t changed, only UHD removed and my price going up

  • bryanryan's avatar
    bryanryan
    On our wavelength
    2 months ago

    And no, I didn’t receive anything info before getting the email, I was just told that UHD would be removed as requested and do I agree.

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

    Hi Carley, I hope all is well. I was really hoping you could help me, if not can you let me know who to call to get this sorted? 

    Thank you 

    • Kath_P's avatar
      Kath_P
      Forum Team
      28 days ago

      Hi bryanryan,

      Thanks for coming back to us on this one. 

      Add on's are a little different. When changing your contract, and entering a new minimum term, you will have a 14 day cooling off period where you can cancel the new changes and revert back to the original agreement and terms however when it comes to removing or adding add on's, this doesn't apply as you're not entering a new contract term. As such you don't have that 14 day cooling off period in order to change your mind.

      If you want these added back on, you would need to speak to the team via 150 / 0345 454 1111 however please bear in mind that the original discount may not be available to reapply. The agent will be able to check this for you and go through options to see if a new package would be more beneficial to get your costs down. 

      Many thanks,

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

        Hi Kath_P,

        Thanks for the reply.

        I’ve put in a formal complaint as I’ve spent ages on chat and now ages on hold for something that wasn’t communicated to me. Pretty frustrating.