UTV have sank to a new low!

Valentia

I have just seen on the UTV support newsgroup that they have changed their cap policy. The cap now includes uploads. So not only have they the worst cap allowance, in practice it is even lower than it looks. 12 gig for 2Mb line is bad enough but with the new arrangement that will work out worse for some people than the previous 8Gig cap!!

It really makes my blood boil to see a company so engulfed by greed that it looses complete sight of its customers. I'm waiting for BT to connect so I'll be gone soon. I'd urge everyone else to get out as fast as you can. Please dont support a company that has become greedier than Eircom and even more dismissive of their customers. I know it's a pain to move but right is right.

BT are 30 gig up and 30 gig down for the 3Mb line. UTV are 20 Gig and that will probably really mean 14 to 16. You really would need you head examined to stay with them.

cgarvey

Well done for (to use the clichés) "shopping around", "voting with your feet", etc. If we all were like you, we'd have a hell of a lot less noise about IBB/BT/etc. Hope the transition is smooth. Make sure to tell UTV why you're moving!

.cg

MarkR

I read about that this morning on the newsgroup. I already had the transfer forms printed out, now they are signed and faxed off. DD form in the post this evening. I haven't changed any packages and haven't received any notification. I'm at about 9gb transfer so far, but I signd up for a 8gb download limit, so I don't think i'll get a reminder till I go higher...

Notification guys - did you change packages?

mobileplaza

can u post a direct link.. im think im going to jump ship soon.. iv noticed i have been going over my cap [8gb] the last few months....

dub45

mobileplaza wrote:

can u post a direct link.. im think im going to jump ship soon.. iv noticed i have been going over my cap [8gb] the last few months....

the support group is a news group so you need to set it up in a news reader.

news.utvinternet.com and then utv.support (from memory!)

dub45

Valentia wrote:

I have just seen on the UTV support newsgroup that they have changed their cap policy. The cap now includes uploads. So not only have they the worst cap allowance, in practice it is even lower than it looks. 12 gig for 2Mb line is bad enough but with the new arrangement that will work out worse for some people than the previous 8Gig cap!!

It really makes my blood boil to see a company so engulfed by greed that it looses complete sight of its customers. I'm waiting for BT to connect so I'll be gone soon. I'd urge everyone else to get out as fast as you can. Please dont support a company that has become greedier than Eircom and even more dismissive of their customers. I know it's a pain to move but right is right.

BT are 30 gig up and 30 gig down for the 3Mb line. UTV are 20 Gig and that will probably really mean 14 to 16. You really would need you head examined to stay with them.

This losing sight of customers is not new by any means and the 'greed's stuff as exemplified by the 12 month contracts to avail of new products etc was an early indication of it that sadly most customers chose to ignore at the time or maybe just failed to appreciate what it signalled on the part of UTV. The best way to hold on to customers is good products and good service not trap them in contracts or 'deceive' them with supposedly high caps.

parsi

I was going through the utv.support group last night checking up on a thread back in April 05 about having to return the modem and I noticed that back then UTV were ignoring queries about the poor caps.

Anyways I rang BT this morning and my transfer to them is working its way through their internal processes and to be honest I wonder if its out of the frying pan and into the fire but at the end of the day it has to be done if only to show UTV that people will get sick of them being a lacklustre performer..

Lionheart

Valentia wrote:

I'd urge everyone else to get out as fast as you can. Please dont support a company that has become greedier than Eircom and even more dismissive of their customers. I know it's a pain to move but right is right.

I couldn't agree more. UTV have effectively reduced their caps when everyone else has increased.

Not alone that, its the way they have done it. They have again changed the terms and conditions for long standing customers without telling them. I can see UTV without any customers soon. Maybe that's the way they want it.

The Muppet

Very short sighted decision by UTV . Time to be moving on. Is there much downtime involved in switching service provider?

kaizersoze

The Muppet wrote:

.....Is there much downtime involved in switching service provider?

None, as long as you're moving to another Eircom reseller.

dub45

parsi wrote:

I was going through the utv.support group last night checking up on a thread back in April 05 about having to return the modem and I noticed that back then UTV were ignoring queries about the poor caps.

Anyways I rang BT this morning and my transfer to them is working its way through their internal processes and to be honest I wonder if its out of the frying pan and into the fire but at the end of the day it has to be done if only to show UTV that people will get sick of them being a lacklustre performer..

Be careful about returning the modem - in their 'new' Terms and Conditions UTV make reference to not releasing your line until the modem has been returned to them - this is a new departure as far as I am aware on the part of any ISP.

Sponge Bob

dub45 wrote:

Be careful about returning the modem - in their 'new' Terms and Conditions UTV make reference to not releasing your line until the modem has been returned to them - this is a new departure as far as I am aware on the part of any ISP.

Ohhh thats nasty !!!! . They are obviously not providing a service until the agreed end of contract because they are forcing you to send back the modem during that contract term though.

I wonder if the OP could clarify this Term with Comreg , modems should be sent back after the contract ends otherwise the contract ends sooner because the modem has been sent back meaning you may not avail of service ...14 days is enough.

leeroybrown

As I type I'm working from home waiting for the NTL engineer to arrive with my cable modem. Good riddance to UTV...

cormie

Thanks for the warning about having to send back the modem. I signed up with UTV about 2 years ago, does this still apply? I'm just waiting on forms from BT in the post to change over, should I send my Prestige Zyxel modem off to UTV so? I've got a netgear wireless set up so it's no problem:)

Anyone know where I have to send it to?

parsi

cormie wrote:

Thanks for the warning about having to send back the modem. I signed up with UTV about 2 years ago, does this still apply? I'm just waiting on forms from BT in the post to change over, should I send my Prestige Zyxel modem off to UTV so? I've got a netgear wireless set up so it's no problem:)

Anyone know where I have to send it to?

Their current (well last weeks) Terms and Conditions give two separate addresses for returns - one for a Creative and one for a Voyager - they make no reference to the Zyxels. They also say they have to be returned within 14days of teh effective date of termination.

Just off the phone:

The address is:

UTV Internet
Havelock House
Ormeau Road
Belfast BT7 1EB

I'd advise registering it !

NIBBS

I'm absolutely disgusted with this............

I hit the limit and have been suspended as per my choice, however I've had no way to know the Terms had changed, as a customer I shouldn't have to consistently read the Terms nor should I have to search the Support Newsgroup.......it's madness.....
Anyway, I've only downloaded just over 16GB (so obviously under the apparent and advertised 20GB cap) but with the change in calculations this is no longer the package I've been using for the last year.......it's crazy.....

Can I get download the Transfer docs from BT now online ?
I'm leaving asap, what makes this slightly worse is that I mailed the Admin staff in UTV to ask them to reinstate account for the rest of the month and I'd pay and also to explain the Unlimited version of the package, they have yet to reply and I sent that email at the weekend.......I'm not going to chase them - and I shouldn't have to do that as a customer........anyway, enough I've been amazed at how they've changed and slipped over the last couple of years, from a first class ISP (in my opionion) to what they are now.....

Stevo

esskay

I upgraded from a 1mb to a 2mb line. Then about 4 months later I was doing a bit of travelling and decided to downgrade the line while I was gone, the feckers charged me 60 bucks for the downgrade. I will be moving to another isp as soon as i get back!!!!

parsi

UTv should realise that word-of-mouth built them up and it's going to knock them down...

carbsy

I've just moved from IBB to UTV and I find it fantastic.Well anything would be fantastic compared to IBB though. hehe

paulm17781

I was in the process of signing up for UTV. Due to them not contacting me to inform me of a problem with my order I decided I would once again check if NTL was available (I used to do this frequently). It turned out it was just available that week. I am so happy I didn't sign with UTV in the end.

kaizersoze

NIBBS wrote:

Can I get download the Transfer docs from BT now online ?

Here ya go.

NIBBS

thanks kaizersoze,

much appreciated.......was on the chat to a Sales rep on the website earlier and he said I'd have to ring the sales number, didn't understand why he couldn't just take my details there and then.......

cheers,
NIBBS

dub45

Here is the excerpt from the new Terms and Conditions relevant to the modem and its return.

16.4 Upon termination for any reason, you will be responsible for returning the Creative modem and microfilters back to UTV Internet at the following address: UTV Internet, Unit 5, Portmarnock Shopping Mall, Strand Road, Portmarnock, Co Dublin 4 at your expense. A Voyager Modem shall be returned to TNS Distribution Ltd., Unit 5 Keypoint Business Park, Rosemount, Ballycoolin Road, Blanchardstown, Dublin 11, Ireland at your expense. Failure to return the modem and microfilters within 14 days of the effective date of termination shall result in UTV Internet debiting €40.00 from your Bank Account/Credit Card for the equipment and you hereby expressly consent to such debit.
The line will not be ceased until the modem is returned to the appropriate destination. Upon receipt of your modem, UTV Internet will cease your service with our supplier.

Holding on to a customer's line is a new departure.

Once again I want to draw attention to UTV's blurb on the Clicksillver page which states

CONNECTION

€29.99

Set Up Fee includes Modem and Post & Packaging

Surely UTV should be required to indicate upfront that you do not own the modem and that there are draconian penalties for not returning it? there is no indication whatsoever there that the modem is not owned.

Subc

NIBBS wrote:

I'm absolutely disgusted with this............

I hit the limit and have been suspended as per my choice, however I've had no way to know the Terms had changed, as a customer I shouldn't have to consistently read the Terms nor should I have to search the Support Newsgroup.......it's madness.....
Anyway, I've only downloaded just over 16GB (so obviously under the apparent and advertised 20GB cap) but with the change in calculations this is no longer the package I've been using for the last year.......it's crazy.....

Can I get download the Transfer docs from BT now online ?
I'm leaving asap, what makes this slightly worse is that I mailed the Admin staff in UTV to ask them to reinstate account for the rest of the month and I'd pay and also to explain the Unlimited version of the package, they have yet to reply and I sent that email at the weekend.......I'm not going to chase them - and I shouldn't have to do that as a customer........anyway, enough I've been amazed at how they've changed and slipped over the last couple of years, from a first class ISP (in my opionion) to what they are now.....

Stevo

My father just called and said he received an e-mail saying that we went over the cap, except I never received ANY information about the 20gig cap being upload and download. Since i left this morning I downloaded and uploaded a lot and surely went over the 20 gigs by a lot

I don't see how i went up to 20gigs in only 10 days + no way do i want to pay for something i haven't been informed by.
What to do?

RuggieBear

christ utv seem to get more and more mean.

When i moved into my new place the lines couldn't take broadband at first so i signed up for utvip xl dial up...when broaband 4 months later i went back to utv and asked could i move my account over to thier Broadband product...i was charged over 100 euro for early release from the dialup contract:rolleyes:

parsi

dub45 wrote:

Be careful about returning the modem - in their 'new' Terms and Conditions UTV make reference to not releasing your line until the modem has been returned to them - this is a new departure as far as I am aware on the part of any ISP.

I returned mine to them today - registered post to Havelock House and sent an email advsing them of same. I've never used it so there's no sense in holding on to it and they getting odd over it just as my transfer reaches a critical point.

leeroybrown

leeroybrown wrote:

As I type I'm working from home waiting for the NTL engineer to arrive with my cable modem. Good riddance to UTV...

Installation done. As I type I have cables running all over the place two seperate wireless networks providing bandwidth from two different ISP's. Once I've finished off the last few gigs of UTV bandwidth I'll be sendig them back their modem and filters and flogging my DG834G. One ISP is enough for me...

KOR1

Can anyone tell me whether it is legal for UTV to change the terms and conditions of service without first giving notice?

It seems to me that it cannot be, and I wonder why customers take this sitting down. A claim in the small claims court is not that difficult to make, and is probably the only sort of action that UTV would pay attention to.

OFDM

NIBBS wrote:

thanks kaizersoze,

much appreciated.......was on the chat to a Sales rep on the website earlier and he said I'd have to ring the sales number, didn't understand why he couldn't just take my details there and then.......

cheers,
NIBBS

You'll still need BT's Broadband application form as well though.

OFDM

KOR1 wrote:

Can anyone tell me whether it is legal for UTV to change the terms and conditions of service without first giving notice?

You're right, notification must be given. Apparently these new conditions only apply to new customers.

KOR1

No, you're wrong. The new terms and conditions are being applied to exisitng customers, and without notice.

Long-standing customers are receiving emails telling them they have reached their new 'transfer' allowance, without receiving any notification that the old 'download' limits no longer apply. I just can't see how that would stand up in court.

kaizersoze

OFDM wrote:

You'll still need BT's Broadband application form as well though.

Nah. The application is done over the phone but does not proceed until the DTAF form is returned.

dub45

KOR1 wrote:

No, you're wrong. The new terms and conditions are being applied to exisitng customers, and without notice.

Long-standing customers are receiving emails telling them they have reached their new 'transfer' allowance, without receiving any notification that the old 'download' limits no longer apply. I just can't see how that would stand up in court.

From UTV's terms and conditions:

22. VARIATION

UTV Internet reserves the right to vary the terms of this Agreement or the nature of the Service (where the technical specification of the Service is varied) at any time and UTV Internet will inform you of any such changes through e-mail, newsletter or such other medium, as UTV Internet considers appropriate not less than one month prior to the implementation of such variation.

Long long ago I asked them when and if they had ever notified a customer of any such changes in terms and conditions and I am still awaiting a reply.

When it suits them they quote terms and conditions very quickly equally when it suits them they ignore them. Anyone receiving any emails from them now should point out this clause.

KOR1

Yes,

And I'm surprised that anyone whose service is stopped would just take it on the chin.

I'd like to see UTV defend their position in court, because they are clearly not following their own terms. Unless they think it is reasonable for their customers to continually check their website for changes (by the way it doesn't even work properly with Firefox running adblock) I think the court would take the view that an email to customers would have been easy to do, and the reasonable thing to do.

Lionheart

The UTV clicksilver site clearly states that its a download limit.

http://www.utvclicksilver.com/clicksilver.asp

Surely, UTV are wrong to unilaterally change this to both download and upload whilst still advertising it as a download limit to lure customers in.

This must surely be unethical to say the least.

ando

woah, how times change. I remember utv were being praised beyond believe on here

kaizersoze

KOR1 wrote:

No, you're wrong. The new terms and conditions are being applied to exisitng customers, and without notice.

Long-standing customers are receiving emails telling them they have reached their new 'transfer' allowance, without receiving any notification that the old 'download' limits no longer apply. I just can't see how that would stand up in court.

Didn't some one post in another thread that UTV announced in their newsgroup that existing customers were being upgraded to the new caps automatically without affecting their old T & C's but it doesn't come into effect until the 1st of March? So you'll still be on their old caps until then?

Lionheart wrote:

The UTV clicksilver site clearly states that its a download limit.

http://www.utvclicksilver.com/clicksilver.asp

Surely, UTV are wrong to unilaterally change this to both download and upload whilst still advertising it as a download limit to lure customers in.

This must surely be unethical to say the least.

They seem to be keeping all bases covered.
On this page (http://www.utvclicksilver.com/index.asp), They just refer to it as a "connection cap".

Anarchist

ando wrote:

woah, how times change. I remember utv were being praised beyond believe on here

Also where is their hands on guy who used to post the way here Gareth from Smart does.
I forget his name.

OFDM

KOR1 wrote:

No, you're wrong. The new terms and conditions are being applied to exisitng customers, and without notice.

As kaiser has said you're wrong. The new cap may be applied to old customers but the new T&C are not.

The old T&C require notification of a change - none has ever been given. Also I'm still charged €29.99 as in the old T&C unlike new customers who were charged €31.99 up until these new packages were announced.

kaizersoze

OFDM wrote:

As kaiser has said you're wrong. The new cap may be applied to old customers but the new T&C are not.

The old T&C require notification of a change - none has ever been given. Also I'm still charged €29.99 as in the old T&C unlike new customers who were charged €31.99 up until these new packages were announced.

New customers are only charged €31.99 if they don't sign up to the UTV Talk phone service. Otherwise it's €29.99.

OFDM

kaizersoze wrote:

New customers are only charged €31.99 if they don't sign up to the UTV Talk phone service. Otherwise it's €29.99.

Ah I see, however it still makes the point of the T&C not being changed as I'm on €29.99 and never signed up to UTV Talk.

kaizersoze wrote:

Nah. The application is done over the phone but does not proceed until the DTAF form is returned.

What's the BT address you send it to after you made the application?

Has anyone had problems with BT's online application process?

Gryzor

OFDM wrote:

What's the BT address you send it to after you made the application?

BT,
First Floor,
Grand Canal Plaza
Upper Grand Canal Street,
Dublin 4

and i'm feckin off to bt aswell....gave this crowd enough of my cash...:(

Whats the easiest (least downtime) way to move....send the forms off to BT and then tell utv or what??? remember reasing a post on it before...can't find it now...

dub45

Anarchist wrote:

Also where is their hands on guy who used to post the way here Gareth from Smart does.
I forget his name.

No wonder you forget his name its a long long time since anyone from UTV appeared on here:rolleyes:

kaizersoze

Gryzor wrote:

....Whats the easiest (least downtime) way to move....send the forms off to BT and then tell utv or what??? remember reasing a post on it before...can't find it now...

Let BT take care of it. They will send you a DTAF (BB transfer form) that you fill in and return. Don't contact or cancel UTV until you are live with BT. The upside is no down time. The downside is you may get caught for an extra month BB charge to UTV due to their 30 day notice rule.

OFDM wrote:

Has anyone had problems with BT's online application process?

Stay away from the online process. It's been fu*ked for ages. Ring sales and do it over the phone.

Sponge Bob

But do you qualify for a discounted rate BB if you do not use the online order system ???

kaizersoze

Sponge Bob wrote:

But do you qualify for a discounted rate BB if you do not use the online order system ???

Yes. The prices on the phone are the same as quoted online.

Sully

I follow the newsgroup and find this all very interesting. I recall last time UTV pulled a false-advertisement trick and a lot of people made offical complaints to the advertising authority, but they got away with it..

I think it should still be done in this case, and I think its about time UTVs customers stood up and told UTV "We are no longer taking this ****". Their Customer Service is pathetic. A lot of the support reps are useless, un-friendly and extremley rude. There simply evil. Big smiles to new customers, and once your in - your ****ed. Bloody pathetic.

tomk

I emailed UTV about this, and received the following response:

Hi Tom
This is from our T&C

6.5 You will be entitled to a monthly data transfer limit as specified
from time to time on the website, u.tv/clicksilver. If you go over this
limit we reserve the right to charge you for any excess data transfer at
1.26c per Mb.

Does anyone have a link to, or copy of, previous T&Cs stating that it was a download limit? I know it says it on the web page, but obviously they will say the T&Cs apply.

Edit - the UTV employee who responded has asked me to remove his contact details, so I have done so.

kaizersoze

tomk wrote:

I emailed UTV about this, and received the following response:



Does anyone have a link to, or copy of, previous T&Cs stating that it was a download limit? I know it says it on the web page, but obviously they will say the T&Cs apply.

Here is the link to their current T&C's.
http://u.tv/utvclicksilver/tandc.asp
At the top of the page there are links to previous versions, depending on the date you signed up.

dub45

tomk wrote:

I emailed UTV about this, and received the following response:



Does anyone have a link to, or copy of, previous T&Cs stating that it was a download limit? I know it says it on the web page, but obviously they will say the T&Cs apply.

http://www.utvclicksilver.com/tandc.asp

This links to a number of versions but all are recent. In typical UTV fashion they have not anything up previous to the middle of last year which means that a lot of the older customers cannot reference their terms and conditions.

Why not email UTV and ask them for the particular terms and conditions which apply to you - it might be worth asking in the email have they changed the way they calculate the the transfer data allowance (does any other isp use this terminology?)

speedy21

I used UTV for years - since it was DNA internet but it got so depressing being charged for ridiculous download levels that I left last year! I can not believe these new changes to their pricing, they were expensive enough as it was!
I wonder is the extra amount they earn by charging customers for downloads/uploads worth more than the customers they are losing because of it?

I'm also baffled by their constant change of customer agreements - I'll NEVER go back to them!