Black Friday Upgrade Offer

[lilCAZ]

Currently a customer and received an email with the Black Friday upgrade offers.

Clicked through to my account to see the offers available, including the 1Gig broadband upgrade, with 3 months free.

This was 7th October so today have chased this order up, to be told it’s for new customers only.

Anyone else faced this false advertising? There is no detail in the terms that state it’s for new customers, and specially came to my registered email address.

You can log into your account and see specific deals for your current account so it’s really frustrating to be told there isn’t any order and I clearly must be making things up.

[vircom · Accepted solution]

I have been a customer for years and been offered the same upgrade. As it is an upgrade to the next tier it cannot be fore new customers because they are not yet on a tier. The email also said that it would not affect my current contract price and duration, other than the extra after the 3 months free period, so again that would imply existing customers.

I have not taken the offer as the volt and recent package upgrade already gives me more than enough speed. The 100M I had a couple of years ago was perfectly adequate, I am now on 350M so would not want to pay more after the free 3 months for something I don't need.

[lilCAZ]

Thanks for this, thought I was going mad.

I’ve raised this with customer service who keep telling me it’s not an offer on my account but rather a new customer offer. Going round in circles, so feel I may have to escalate this to someone who can help! 

[carl_pearce]

'Upgrade' and 'New customer' do not mix.

[vircom]

Good luck with escalation, In my experience, Managers have not wanted to get involved and promises of a ring back have seldom been honoured.

What I have found is that ringing back on another day and speaking to a different agent can get a totally different answer.

[Zach_R]

Hi @lilCAZ,

Thank you for your posts and welcome to our community forums. We're here to help. 

I'm sorry to hear that there seems to be a dispute with a bundle offer on a recent email. I'm going to send you a private message in a moment so that we can take a closer look at what's going on for you. Please respond to that when you can and we'll go from there with this.

Thanks,