120M I can't believe what I have just been told!

23-01-2014, 19:05

Hello all, long time reader but I wanted to sign up to tell you this as I feel it's important.

I called on the 22nd Of December to cancel under the price rise. I was told the 27th of Jan. I have just called to confirm that the cancellation was going through and to chase up my returns bag.

The agent (who said he was from Sheffield) asked if he could call me back so I gave him my number and waited. he called me back about 10 mins later.. To tell me this.

"The letter you got was a blanket generic letter to all customers, There is no price rise on Solus BroadBand and you can NOT leave - and therefore you are still in contract"

I asked if I was told wrong on the initial call to which he replied " yes you were told wrong - the original agreement is void"

is he pulling my chain? I understand ALOT of people who have stand alone broadband have also got cancellations in - So are they about to get treated the same?

I will e-mail the CO office and also complain to whoever regulates them - and this is dam right wrong! My reasons for leaving were financial and also because I don't use it for anything more than shopping and streaming music which I can do on my internet stick

weenie · 23-01-2014, 19:15

Ask them to write/email this so you have prove, personally I do not trust VM if you read one of the threads I have commented on you will understand why I don't trust them because of what they have done to me. Trust me you will understand get everything in writing... as they seem to deny phone conversations ... well that is my experience with them ...

23-01-2014, 19:17

Thanks for the reply.

I plan to ask certainly. I've goggled and found the internet service association or something like that and I am filling out the complaints form right now.

weenie · 23-01-2014, 19:20

I Wish You Good Luck ...

23-01-2014, 19:23

I just hope they have lied to lots of other people too - they need a nail in their ass!

weenie · 23-01-2014, 20:45

The most important thing you need to do is keep a diary get the name of the person and the department they work at example legal department/Hook/name ... Name/Access field manager/Bothwell Park Industrial Estate ... Complaints department/Manchester/Name all this makes your case a lot stronger I get them to confirm this. Complaints by email.. Access field manager Letter .. Legal my Lawyer then he sends a copy to myself as the Legal team will not deal with me, for me they have been a complete nightmare this has just been my experience your's might be different and I really hope it is. I seem to be winning now but is because they were in the wrong as they laid cable in my garden to supply my neighbour total nightmare they have put me through, I wish you luck and success with dealing with them...

v0id · 23-01-2014, 22:23

It's not a blanket generic letter to all customers if it's addressed to you and has your account number on

weenie · 24-01-2014, 01:31

Quote:

Originally Posted by v0id

It's not a blanket generic letter to all customers if it's addressed to you and has your account number on

If you are making a complaint it is best to get everything in writing and trust me VM is very reluctant in replying in writing as I have a serious issue with them at the moment...

24-01-2014, 06:21

Thanks for the replys

Well I've had next month's bill printed overnight and it's at the same price on it. This means it might be the next one as this runs from 24th Jan till 23rd Feb but I'm still going to complain. If anyone does actually get disconnected then assume they didn't get to you in time.

---------- Post added at 05:21 ---------- Previous post was at 05:19 ----------

Id have cut the cables and thrown. them back onto the street if that was me.

eljay · 24-01-2014, 09:22

Whilst I understand your annoyance as you were told you could leave and then told you couldn't, which would annoy me as well. The fact is that stand alone broadband is not going up in February and therefore contractually they could prevent you leaving under the price change clause. The price rise on BB only was back in September.

However, you still need to get clarity from the CEO's office. Trying to get it from CS is a minefield. It took me four phone calls before they managed to get it right when I dropped VIP50 down to BB only. They even managed to send me a price rise letter for my VIP50 package, ten days after the package was dropped.

Kushan · 24-01-2014, 09:23

Quote:

Originally Posted by weenie

If you are making a complaint it is best to get everything in writing and trust me VM is very reluctant in replying in writing as I have a serious issue with them at the moment...

Go straight to the CEO's office if you're having major issues, they're the only ones that seem capable of dealing with anything that isn't "simple".

24-01-2014, 10:02

Quote:

Originally Posted by eljay

Whilst I understand your annoyance as you were told you could leave and then told you couldn't, which would annoy me as well. The fact is that stand alone broadband is not going up in February and therefore contractually they could prevent you leaving under the price change clause. The price rise on BB only was back in September.

However, you still need to get clarity from the CEO's office. Trying to get it from CS is a minefield. It took me four phone calls before they managed to get it right when I dropped VIP50 down to BB only. They even managed to send me a price rise letter for my VIP50 package, ten days after the package was dropped.

Thanks for your reply. I don't appear to have had a rise last year. My bills always been the same since inception and one printed today is the same. I will have to find a way to pay it then. I was just annoyed they reversed it and will be double annoyed if others on here manage to leave successfully when they should also be stopped. I will write to the CEO office anyway its the principle as rightly stated the letter was to me and referred to my account so it was not generic.

BenMcr · 24-01-2014, 10:22

Quote:

Originally Posted by eljay

Whilst I understand your annoyance as you were told you could leave and then told you couldn't, which would annoy me as well. The fact is that stand alone broadband is not going up in February and therefore contractually they could prevent you leaving under the price change clause. The price rise on BB only was back in September.

Not completely true, and it confused me a bit as well.

Some customers on standalone broadband had a price rise last year. However some that took out or changed their package from around August/September onwards will have a price increase in February.

This meant for some customers that phoned up about the increase last year, got put on the new price which is increasing in February, so actually got two letters (but only one actual notified increase).

---------- Post added at 09:22 ---------- Previous post was at 09:21 ----------

Quote:

Originally Posted by fabretti

Well I've had next month's bill printed overnight and it's at the same price on it. This means it might be the next one as this runs from 24th Jan till 23rd Feb but I'm still going to complain. If anyone does actually get disconnected then assume they didn't get to you in time.

The price change won't apply until you get a bill where the whole service period is in February.

The Installer · 24-01-2014, 17:46

Quote:

Originally Posted by fabretti

I will have to find a way to pay it then.

Am I right to presume you are on 120meg (title of the thread)?

If so and money is an issue then why don't you just downgrade to 30meg and keep your service until your contract expires?

I wouldn't accept any kind of new contract either if you downgrade, as you still have broadband from them and changing your package shouldn't need any kind of new contract, as long as you avoid going on any kind of special deal etc in which case I think you'd be signed up for another 12 months.

BenMcr · 24-01-2014, 20:55

Also, if you downgrade, you'll get an upgrade this year anyway