Contract confusion

[mmj]

Hello,

We called to downgrade our package end of January ahead of being locked into a new 18mth contract due to the price rise in March, now according to telephone support we spoke to today the new contract we agreed starts 28th February but the email we received says 4th March and in the control panel we still have a phantom £79 contract with Sky Cinema/Sports that we refused (put through by mistake) listed as starting 1st March.

Can you confirm when exactly our new (£40.50) contract starts? and if it's the 28th February like telephone support says then why does the control panel not reflect that but instead lists it as 4th March? also why is the 1st March Sky Cinema/Sports contract at ~£79 still listed when it should have been deleted and replaced with the correct one?

We're just looking for some clarification as your telephone support says one thing and the control panel says another.

[Ayisha_B]

Hi @mmj,

Welcome back to our Community Forums and thanks for your post. 

I am sorry to hear there's some confusion with your contract. I'll be more than happy to take a look and confirm your contract details but if there is anything that requires changing with the package itself, you would need to speak with our team on 0345 454 1111 since we can assist with any package changes via the Forums.

Will pop you a PM now.  

[mmj]

PM sent.

We're just wanting confirmation of when the new (£40.50) contract starts and why the £80 contract we never wanted is still listed in the control panel. We're trying to work out why (according to the email) we'll only be £27.31 in credit next bill, when we're paying £133 for a period (26th Feb-25th Mar) where we'll be on a £40.50 package for nearly all of it.

[mmj]

Bump.

[mmj]

Not sure if they're just deliberately trying to wind people up and waste their time over phone calls at this point or what.

"I do apologise for any confusion caused. I can see a contract that was due to start 1st March for £79.75 with Sky Sports & Cinema Collection but that appears to have been amended.

The updated contract is due on 4th March and Sky Sports & Cinema removed with a new total cost of £49.50."

They've unilaterally added a contract to our account that's delaying the actual agreed upon contract and going to be costing us money and everyone you speak to tells you something different.

[mmj]

Hi, so we've spoken to telephone support this morning and they can't see anything at all for the 4th March even though Ayisha could and it's still listed in the control panel and therefore very much on the system. Amanda says there's a work order scheduled for 28th February and when that's complete the new contract will then reflect that. Fingers crossed eh?

[mmj]

Oh and the work order contract is for £40.25 which is what was initially agreed before receiving the 4th March £40.50 email and contract appeared in our account. So what was initially agreed seems to have actually gone though okay at some level but the customer facing control panel, email sent out and information the forum staff have access to are wrong.

Could have saved about 4 telephone calls if their system wasn't all over the place, it's no wonder nobody can get through.

[Akua_A]

Thank you for the update @mmj.

We further apologise for this experience. 

Please let us know how this goes on the 28th of Feb and if you need any further help.

Thanks,