samchayward
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Re: Refusing to honour promo speed Boost & Price
Update for those interested (Also The offer attached below) I will keep this brief, as it’s quite exhausting to revisit. Over the weekend, I spoke with three different customer service agents — a total of around five hours. Despite providing all relevant reference numbers and forwarding copies of the original email confirming my order, each agent claimed they were unable to locate the offer. The bottom line is that I have been unable to receive the promotional deal that they themselves offered. I pursued this matter out of principle, but it has consumed an unreasonable amount of time and energy. Unfortunately, I’ve reached the point where it’s simply not worth the continued frustration as it sucked the life out of me. I would also like to highlight a concerning practice. One of the agents advised that my case had been escalated to the complaints department, and another confirmed that a formal complaint had been logged. However, the following day I received an email stating that the complaint had been “successfully resolved” after I was supposedly offered a package — a claim that is completely inaccurate. The issue remains unresolved, but it appears this is how they have chosen to close the matter.Refusing to honour promo speed Boost & Price
I’m at my wits’ end and feel like giving up on Customer Services, so I’m hoping for some advice. At the start of October, I renewed my contract through the Web Portal. The offer seemed reasonable — £63 per month for basic channels, all the football, and 250MB broadband — so I went ahead with it. However, my bills were immediately confusing, showing three different amounts depending on where I checked (Email, App, or Web Portal). I was assured it would settle soon, so I left it at that. A couple of weeks later, I received a promotional text offering a speed boost to 350MB for £2 less per month. It seemed like a no-brainer, so I clicked “Place Order” and received a confirmation email with an order number. After waiting a few days with no change, I called Customer Services. They said they couldn’t see any offers or updates made through the web and advised me to wait a little longer. I did — but nothing happened, and the new order still doesn’t appear on the App or Web Portal. I then tried webchat to check on the order, but that was no help either. Even after forwarding the confirmation email, I was told the order “didn’t exist” and was instead asked if I wanted to start new contract. I explained that I just wanted my existing order processed. They couldn’t help, but offered to escalate a complaint and said someone would call me back within 4–24 hours. Nobody ever called. From what I understand, the only department that actually listens is Retentions — but I don’t want to leave; I just want the deal I was offered to be honoured. It doesn’t seem like an unreasonable request, but it’s proving far more difficult than it should be. Where do I go from here just to get someone to listen and resolve this? Thanks for reading.Black Friday Offer
I was looking to upgrade my speed yesterday and it was £4 month. On the front page of my account today it says "See Black Friday Offers" so I pop over to have a look at the speed price and voila, its only MORE EXPENSIVE in the Black Friday deal! With the exception of the £0 for 3 months (wow go easy) its risen to £6 per month. What a con.
