Hello DELBOY52
We appreciate you taking the time to raise your query in regards to your recent experience and package changes, we understand the confusion around this and are happy to help.
To address the first point raised, providers are now required (by the regulators) to notify customers coming to the end of their term and to advise what offers are available for package close to their existing one. This may be due to changes in the packages available or what is contained in said package.
TNT has been removed from all of our base packages and is now a chargeable add on, if a customer was on a package where this was originally included it would remain free for the term of that contract but should any changes be made to that package it would then become chargeable. This is the same for all customers.
Unless you previously agreed to the add on for your landline or they were already included we wouldn't add these on. Have you been able to view a breakdown of the bill to see exactly what these are and there individual cost?
You can view your package and cost here, you will also receive a bill each month. The bill will include any promotional discounts currently on the account, they're value and the date they're due to expire outlining the package cost after they end. These can be viewed here.
Hello Robert,
I have made a number of attempts to send you a reply, but all have failed due to this site closing down due to lack of memory.
So here is my new reply re the Telephone charges, Back in April 2023 we changed our Package to upgrade our phone to 'Anytime Chatter'. That contract showed the Package Breakdown with the 'Phone' including 3-Way Calling, Call Divert, Reminder Call, Quick Dial and Call Waiting. None of these were shown as Add-Ons and the Monthly Service Charge was shown as £84, this being the cost after a £26 Long Term Customer Discount had been applied.
The first full month's Bill after this change was dated 28th May 2023 and this was for a package total of £84. That Bill showed, against the Telephone service, just, 'Telephone Rental + Anytime Chatter'. All Bills up until the one dated 25 January 2024 were laid out the same way, with no Add-Ons shown.
The Bill dated 25th March 2024 now shows a price increase with the cost of the Main Services of £117.39. The £26 Discound is still being applied bringing the total down to £91.39 per month. The are no Add-Ons shown. Both April and May Bills are the same...
However, we then come to the Bill dated 25th June 2024. This being when the offer of a FREE TNT Sports Channel was made and taken. That Bill clearly shows an Add-On costing £18, presumably for the TNT channel.. But, it also shows the Main Services cost of £99.39. Together these still add up to £117.39 less the £26 Discount bringing the total cost down to £91.39 as per the previous months. It is at this point where I feel that obvious Accounting proceedures have been FALSLEY made. Either an approved regulated reduction to the main Services charge has been made, in which case it is now £99.39, OR the TNT Sports Channel does have an Add-On cost of £18, which should then be given as a ;'Discount'.as it was being given for 'Free'.
I will stop at this point as the following months Bills are even more confusing.
Your comments and explanation of the Breakdown of these charges would be appreciated, as would a certified copy of the full accredited price/cost of each individual Service.
Thank you.
We're sorry for any confusion with the billing DELBOY52.
So I can take a closer look, I've popped you over a private message to get a few more details from you.
Alex_Rm
After giving VM the chance to sort the issue out, on this simple, online form, please let the telecoms regulator OfCom know about your experience of contracts not being as agreed.
Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.
https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring
