Over Christmas on chat I spoke to someone regarding moving address and the fact i was out of contract. They agreed to call me back and did so on 27th December we agreed to move my services and have exactly the same package as i had previously but slightly cheaper to the mew address which I was reluctant due to how.much cheaper it was with new customers but agreed.
Fast forward to last week when I moved address, I receive the equipment and set up my services, broadband was the priority as I work from home and have 2 children currently Home schooling due the pandemic. A few nights later I settled down to watch TV and noticed some channels were missing from my previous package such as Sky One. Then called your call centre who basically said that is what I agreed according to the notes and there is nothing i could do other than cancel or pay more you also do not record all calls so they refused to get the call listened to. I would cancel but can't connect to another provider until March which is unfeasible. All I want is the package i agreed over the phone, I feel this is really poor and feel stuck and would like to take this further if possible.
talk to retentions - but make sure its the UK - a house move should not start a new contract they should charge you £20 or there abouts but that is only true if you dont change the package - as the package has changed i would guess its started a new 18month contract - check that as if it has you only have 14 days to cancel - not that you want to at the moment but they dont know that
if you get nowhere all you can do is raise a complaint but if its all word of mouth then regardless of the facts they will throw the thing back at you - you should ask for the recording of the call as a 1st step if they refuse to do anything - the calls not recorded may be correct but its too convenient - request it and let them go through the motions of proving they dont have it
dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre
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