i want to speak to someone about an email received about our online upgrade.
all was fine until we got an email stating you wanted to update some details and to call thats when it went wrong.
the agent was rude and basically calling us a liar because we said we had an offer on screen and I had a screen shot stating customer loyalty upgrade offer and it still says that with zero fees. But she said that was only available for new customers so said we have to pay 2 charges for around £80 in total.
i have asked them to escalate but she said her manager would only say the same and couldnt transfer me to a manager in the uk.
The offer was a free upgrade to the M350 broadband from our M100.
It is still showing as an offer on our account it also states zero activation fee.
The charges were for activation, instillation and new broadband equipment but on the confirmation when we upgraded online it again states zero cost for all these but the advisor advised this was for new not existing customers.