I am so angry please can someone advise

[Neil]

Report them to Trading Standards then.

[etccarmageddon]

I shall consider a letter of complaint now to TS as this is in my opinion wrong.

---------- Post added at 18:03 ---------- Previous post was at 18:00 ----------

I recon this is a computer related issue - they cant do it cos 'computer says no'.

[Darth Fader]

Just called back to quote the Ts thing that was kindly found for me and surpise surpise they can't get into my account details and I should call tomorrow hmmmmm odd

[etccarmageddon]

complaint sent.

---------- Post added at 18:22 ---------- Previous post was at 18:20 ----------

ok here's your letter if you would like to complain to TS.


Dear Sir,

Today I received an email from NTL - the contents of which can be viewed here:-

http://www.alchemyworx.com/ntl/broadband/feb06/1mb.htm

It clearly states that for an extra £7 a month I can upgrade my broadband service to 2mb.

quote "Take a look at all the extra value you'll get by upgrading to our unlimited 2Mb Broadband service for only £7 more a month!"

I am currently paying a rate of £9.99 for my broadband service - I rang them today (0800 052 2000) and asked if I could take up this offer and therefore pay £16.99 a month for the service as per the email they sent me. They refused and told me I could only have this deal at £24.99 a month.

Their justification for this was that the price I currently pay is a special offer price which would be removed if I took up the offer sent to me by this email.

I believe they are trading inappropriately by adverting misleading price information to some of their existing customers as the email/invitation clearly offered me an upgrade for an extra £7 a month and not an extra £15 a month and has nothing in it that specifies customers already receiving discounts are excluded - this is misleading pricing information which will affect myself and a good number of other customers. Therefore all customers who receive this email should be entitled to upgrade to 2mb for £7 as no exclusions are listed.

Otherwise this may be a criminal offence:-
"Offences

If the seller is in business (rather than a private seller), he may have committed a criminal offence if he:
sells goods which are unsafe;
has given a false description to the goods i.e. a car sold with incorrect mileage (clocked car);
gives a false description to the services he is providing e.g. falsely claiming to be a member of a trade association;
advertises a misleading price;
....."

Yours sincerely

[handyman]

I would have thought that it was well known that most 'special offers' can not be used with other special offers. You already recieve discounted broadband to get the 2nd offer you would have to move off the 1st and onto the regular pricing to take advantage.

[Darth Fader]

Thank you so much etccarmageddon, and everyone else on this thread, this is my first postings and I feel the lurve!!!


I will also send that letter to TS now


Thanks Again


PJ

[etccarmageddon]

Originally Posted by handyman

I would have thought that it was well known that most 'special offers' can not be used with other special offers. You already recieve discounted broadband to get the 2nd offer you would have to move off the 1st and onto the regular pricing to take advantage.

but this £7 a month isn't a 'special offer' - it's just the price difference between 1mb and 2mb.

[Chimaera]

Don't these offers usually say 'terms and conditions apply' somewhere in incredibly small writing?

[etccarmageddon]

Originally Posted by Chimaera

Don't these offers usually say 'terms and conditions apply' somewhere in incredibly small writing?

that's why it doesnt say much in the way of T and C - cos it's not a special offer - it's just an invite to upgrade via the usual price structure.

[handyman]

Originally Posted by etccarmageddon

but this £7 a month isn't a 'special offer' - it's just the price difference between 1mb and 2mb.

Right..... sorry not familier with ntls price plans anymore as not in a ntl area.

I don't think its too much to ask to go for the same package. Had they stated the 1mb and 2mb prices it would have been clearer.

[etccarmageddon]

it doesnt really make much sense - they're actually turning down our money!!!

---------- Post added at 18:33 ---------- Previous post was at 18:32 ----------

Originally Posted by handyman

Right..... sorry not familier with ntls price plans anymore as not in a ntl area.

I don't think its too much to ask to go for the same package. Had they stated the 1mb and 2mb prices it would have been clearer.

that's why I recon it's more to do with computer codes not able to handle it than anything else and erm that's lazyness.

[handyman]

Originally Posted by etccarmageddon

it doesnt really make much sense - they're actually turning down our money!!!

---------- Post added at 18:33 ---------- Previous post was at 18:32 ----------

that's why I recon it's more to do with computer codes not able to handle it than anything else and erm that's lazyness.

Its true what the cs guys say as if the package shows on the system its a matter of clicking a mouse button to xhange it. However if the package has not been set-up then they would have to create a discount to couter that and thats where all the problems start as sometimes theres other things to do to get the discount to apply correctly.

whoever loads on the packages just needs to create it, its all simple but in a large company can take ages to sort out. Maybe they are wanting to get people off the 9.99 bb and onto a regular package?

[BarFly]

ok without getting my head bitten off, the reason you wont get it is, that to get the £9.99 a month broadband package you are actaully charged for the full £17.99 a month for the BB package, but then there is a £8 discount added to this charge which gives you the £9.99 charge for the year......
There are no lower tariffs when you sign up for a package, its either 17.99 / 24.99 / 34.99, then to get the reduced rates, discounts are added to this charge to give you the monthly price you have agreed to......if you get what i mean...

It is going to be a case of cant have your cake & eat it im afraid, you wont get both discounts added to the account... well you can try, but they shouldnt be adding it....

[etccarmageddon]

In reply to Handyman, no I think who sent the email made an error as the £9.99 deal is fixed and will come off automatically for most people this summer. so it's not like the way they tried to get the discounted modem people off the discounts.

---------- Post added at 18:41 ---------- Previous post was at 18:40 ----------

Originally Posted by BarFly

It is going to be a case of cant have your cake & eat it im afraid, you wont get both discounts added to the account... well you can try, but they shouldnt be adding it....

when you say both discounts what are you referring to? there's only one and that's the £8 a month original discount. there's no discount involved in this £7 upgrade offer.

[BarFly]

Originally Posted by etccarmageddon

when you say both discounts what are you referring to? there's only one and that's the £8 a month original discount. there's no discount involved in this £7 upgrade offer.

no true, my fault i mis read it....

actually having a look, it is possible to do, just dont think it would be allowed ( havent tried it, just looks possible, anything could happen when you try to submit it.... ) as your crossing a discount aimed at the 1mb service & price range, & then trying to get this applied to a different speed & price tier. the £8 discount ( to get £9.99 ) currently received isnt a generic discount, it is only aimed at 1mb users..