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Psychoviking's avatar
Psychoviking
Joining in
2 years ago
Solved

Special offers are a total con - don't fall for the lies!

I was sent a special resubscribe offer by VM, offering a discount on my current package as it was due for renewal. Catch 1 - nowhere did it mention that some of the channels on the TV bundle would d...
  • archercj's avatar
    archercj
    2 years ago

    Been there, seen it, done it.

    Had an email pre my renewal stating a very good price for my renewal. I was a little sceptical though that it  wasnt like for like (didn't state Netflix for starters). Rang them and after two escalations (first one said the email was wrong and the actual price was DOUBLE that quoted in the email and then the next CS representative put it up even more) I got the price I was happy with and was told this was a like for like package (I made them repeat it as I know phone calls are recorded if I need to refer back).

    What ensued was one of my two set top boxes was disconnected immediately (ended up having to have an engineer out to replace it about 2 weeks later), I lost a lot of my subscription channels and my broadband speed was halved to 500mb. I must have spent over 20 hours on the phone or in Whatsapp messaging before it got rectified. I put in two internal complaints which went missing. Trouble with that is I amassed a 12 page document on all my experiences, including screenshots, yet it is difficult to send that to them.

    Regarding Ofcom - I tried but a) you have to wait a certain period of time and b) they appear not to accept individual claims any more (I may be wrong there but it looks that way). They instead guide you to two ADR schemes: the Communications and Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman. All providers must belong to one of the schemes.

archercj's avatar
archercj
Fibre optic
2 years ago

Been there, seen it, done it.

Had an email pre my renewal stating a very good price for my renewal. I was a little sceptical though that it  wasnt like for like (didn't state Netflix for starters). Rang them and after two escalations (first one said the email was wrong and the actual price was DOUBLE that quoted in the email and then the next CS representative put it up even more) I got the price I was happy with and was told this was a like for like package (I made them repeat it as I know phone calls are recorded if I need to refer back).

What ensued was one of my two set top boxes was disconnected immediately (ended up having to have an engineer out to replace it about 2 weeks later), I lost a lot of my subscription channels and my broadband speed was halved to 500mb. I must have spent over 20 hours on the phone or in Whatsapp messaging before it got rectified. I put in two internal complaints which went missing. Trouble with that is I amassed a 12 page document on all my experiences, including screenshots, yet it is difficult to send that to them.

Regarding Ofcom - I tried but a) you have to wait a certain period of time and b) they appear not to accept individual claims any more (I may be wrong there but it looks that way). They instead guide you to two ADR schemes: the Communications and Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman. All providers must belong to one of the schemes.