UPC Pricing on TV Packages

Stingray

I am an NTL customer with the Basic analogue sub at €25 p.m, I'm thinking of subscribing for the Sports Pack at €58 p.m.

Went on-line and filled out the details, it returns a cost of "€40 extra per month to follow your sporting hereos...", so thats €65 p.m (€25+€40 = €65), where did the offer of €58 as detailed on there web site go to??? I then type out the details as if I'm a 'new customer' and up pops the original offer of €58. I'm 10 years with them, always paid by bills on time and they are trying to charge me €7 p.m extra for the same product.

Has anyone experienced this? Makes no mention of "only valid for new customers". Below is the conditions attached to this product. BTW I'm not taking about the free first 2 months. As I'm a customer on the same package for 10 years, I could just cancel and start again as a 'new customer' 5 minutes later, without any penalty- right?. I've read posts where people were advised to be asked to be put through to the 'loyalty team leader' - does such a person exist, or is it a joke?

Am I missing a trick here??

Conditions

The Chorus ntl Digital TV, Digital+ and Digital+ HD services are only available in digitally enabled areas. Availability may be subject to a signal test. Installation is carried out by a third party installer. Chorus ntl will not be responsible for the installation. Special offer – Sky Sports free for 2 months applies to new TV customers only. The normal rate will apply at the end of the offer period. New TV customers: A €20 Equipment Activation fee applies for each Digital box that is not ordered online. New TV customers who order online will get an online order credit of €20. Existing analogue customers not upgrading online to Digital TV or Digital TV with Digital+ pay €20 per box or €60 per box to upgrade to Digital TV with Digital+ HD. Those who upgrade online will get an online order credit of €20. A connection fee of €50 applies to each box ordered for Multi Room Viewing unless cabling is already in place for that box. All services are billed monthly and are payable by Direct Debit. A €3 charge applies to all bills for non-direct debit customers. A €15 Downgrade Administration Fee will be applied anytime you downgrade any element of your service. Subject to a minimum contract period of twelve months for all services. A cancellation fee will apply should you cancel your service during the first twelve months. If you cancel the Digital+ or Digital+ HD service and fail to facilitate the return of the box as instructed, you will be subject to an unrecoverable equipment charge of €150. Equipment remains the property of Chorus ntl. Channel line-up is subject to change. Regional channel variations may apply. Prices include VAT. Residential use only. Savings where stated are based on equivalent services from Sky. Sky rates taken from www.sky.com. The ntl brand is used under licence from Virgin Media Limited. Information correct at (12/09).

Spipov

same thing with me. i rang them instead of doing it online.

from 25 to 51 euros, but i added the multiroom, and they quoted me €56 total.

i was with them for quite a few years.

Stingray

Thanks, I rang this AM, but of course no business to be done on Sundays..

Can I ask for the €56 was it the "Family Sports Pack"? Just trying to reconcile if I still would be 'conned' if they offered that to me. Did you have to make a big issue, or was it no problem/straight forward

Spipov

the first thing i asked them was : whats the cheapest way of getting sky sports.

i dont think i have the family sports pack. i only have skysports 1-3+ extra. no espn, no eurosport.

i think its digital value + sky sports.

no hassle, they replied what was the cheapest

The Orb

When you call, ask to be put on to their customer retention department. I have the digi max, Sky Sports and ESPN. Now that ESPN is free if you have one of the two top digi packages ( not including sport or movies) that would have cost me €63 odd per month, I was paying €73 odd per month before the ESPN reduction. For the new customers they were getting everything I had plus a dvr box and multiroom. Initially one of their customer reps refused point blank to entertain me when I tried to get this package for myself, saying it was for new customers only. Spoke to two great girls in cusomer services and got a call for their customer retention area, now for €69 I will have a HD pvr box (€5 extra for HD) and a multiroom box. You can quit your packages now and come back as a new customer after 3 months, point out the futility of them missing out on three months subs if they don't sort you out now. Sorted.

Stingray

Thanks, looks like they still favour new before existing

Might just cancel and re-sign up within 30 seconds, can't see any downside, there doesn't appear to be any cancel charges etc

Stingray

The Orb wrote: »

When you call, ask to be put on to their customer retention department. I have the digi max, Sky Sports and ESPN. Now that ESPN is free if you have one of the two top digi packages ( not including sport or movies) that would have cost me €63 odd per month, I was paying €73 odd per month before the ESPN reduction. For the new customers they were getting everything I had plus a dvr box and multiroom. Initially one of their customer reps refused point blank to entertain me when I tried to get this package for myself, saying it was for new customers only. Spoke to two great girls in cusomer services and got a call for their customer retention area, now for €69 I will have a HD pvr box (€5 extra for HD) and a multiroom box. You can quit your packages now and come back as a new customer after 3 months, point out the futility of them missing out on three months subs if they don't sort you out now. Sorted.

Thanks, are you paying the same now as if you were a new customer? Whats with the 3 months, is that how long a new connection takes?

Believe me I'm one person that can make things very awkward for them

The Orb

Stingray wrote: »

Thanks, are you paying the same now as if you were a new customer? Whats with the 3 months, is that how long a new connection takes?

Believe me I'm one person that can make things very awkward for them

Yup, I am paying as if I'm a new customer. The three month catch is that if you are an existing customer who cancels in order to sign up again as a new customer you will only be treated as such three months after the initial cancelation,biting off their nose to spit their face really, doesn't make sense. Tell them you want to sign up for more and give them more money, their customer retention area won't say no.

Kace

Stingray wrote: »

Thanks, are you paying the same now as if you were a new customer? Whats with the 3 months, is that how long a new connection takes?

Believe me I'm one person that can make things very awkward for them

Did this work out for you Stingray - I also want the Sports Fan pack for €58 but I'm not a new customer.

Did you phone them up - what response did you get ?

Stingray

Yes, I believe I have got the €64p.m pack for 'new customers', but I haven't got my first bill yet, so won't be sure until then.

I was placed from Billy to Jack, Sales to Customer Service, back and forth like a tennis match, I then got fed up, withdrew my permission to recable my road, through my house (I'm the first house), lodged a formal complaint with the Advertsing Standards Authority etc etc, then one day got put through to the 'Customer Retention Department' and it was sorted within 2 minutes. So thats who you need to talk to, everyone else just uses the stock reply.

Permission is still withdrawn and complaint is with the ASA

Kace

€64 pm seems to be a strange price. The total price for the Sports Fan pack for new customers is €58.

As an existing customer it would cost €67 in total ti buy all of the pieces together (standard digital and Sky Sports pack and ESPN) - so maybe they have only given you a €3 discount from the list price ?

Unless of course you have other things on your plan like Digital + or Digital +HD (these are €5 each).

Anyone else on here manage to secure the €58 new customer package ?

Stingray

Kace wrote: »

€64 pm seems to be a strange price.

Its the "Family Sports Pack" , see link

http://http://www.upc.ie/television/familysportspack/

Stingray

Stingray wrote: »

Yes, I believe I have got the €64p.m pack for 'new customers', but I haven't got my first bill yet, so won't be sure until then.

I was placed from Billy to Jack, Sales to Customer Service, back and forth like a tennis match, I then got fed up, withdrew my permission to recable my road, through my house (I'm the first house), lodged a formal complaint with the Advertsing Standards Authority etc etc, then one day got put through to the 'Customer Retention Department' and it was sorted within 2 minutes. So thats who you need to talk to, everyone else just uses the stock reply.

Permission is still withdrawn and complaint is with the ASA

An update on this, the ASA have upheld my complaint and this will be published in their next national publication, therefore if anyone signed up since the launch and mid March'10 (when they started to specify what existing customers would pay) and haven't received the price as advertised, you should be entitled to receive the package as originally advertised.

Quite unbeliveably UPC still haven't recognised this on my bill, so legal route has now started, I'm confident I have all the aces. I just love building up large legal fees in this instance