UPC Raising their Prices on 4th Jan Again!!!!

Kristopherus

Why don't you ring them on 1908

forzacalcio

Ive called them at least 14 times over the past month sorting out issues! Ive better things to be doing than waiting another 10-15 minutes to find out that the call agent hasnt a clue why they were calling me. Call me stubborn but if they want me for something leave a message in my inbox or on my phone!

Vick7

Deleted User wrote: »

Yeah, just checked and the date I recieved them was 7/1/2011. I see what you mean, so they breached contracted?

Where exactly are these messages? I just can't find them. Only noticed the price increase when I checked my bill and want to cancel immediately but from reading this thread I needed to do it weeks ago.

Vick7

Just read this on the UPC website.

What are the benefits of eBilling?

• View your itemised bill online
• Direct Debit customers receive a text message if the monthly bill amount changes
• Customers who pay by credit or laser card receive a text message every time their bill is available to view.
• View previous bills
• No postal delays in receiving your bill
• Option to set up Direct Debit or pay by credit or laser card

I definately won't be standing for we need 30 days. They have clearly failed to provide what they say when it comes to price changes.

dub45

Vick7 wrote: »

Where exactly are these messages? I just can't find them. Only noticed the price increase when I checked my bill and want to cancel immediately but from reading this thread I needed to do it weeks ago.

If you want to cancel immediately get on to UPC and point out that you did not receive adequate notice as per your entitlement in their own Terms and Conditions:

16. Changing the Terms and Conditions
We retain the right to amend, modify or substitute these Terms and Conditions at any
time and we will notify you in writing 30 days in advance of doing so. Any such modification, amendment or substitution shall also be posted on our website at www.upc.ie. You have the right to withdraw from this Agreement without penalty if you do not accept the modification,
amendment or substitution. If you do not object to the modification, amendment or substitution by giving notice to us within 30 days, the new
Terms and Conditions shall then become applicable to you.

17. Notices
Unless otherwise detailed in this Agreement, notices given under this Agreement should
be delivered by hand or by prepaid first class post or electronic mail either:-
(i) to us: at the address on this Agreement or on the last invoice or to an alternative
address notified to you;
(ii) to you: at the address in this Agreement or to an alternative address notified to us.
Alternatively, if you take the Television Service or Internet Services we may deliver
notices to you by sending them via the Network so that they are displayed on your
television or computer screen.

You can also point out to them Comreg's website stipulation:

Changes to a contract
Your service provider may wish to change the terms and conditions of its service, including changes to the prices it charges. By law it may do so but it must notify you of the change at the same time at least one month in advance. The service provider must advise you that you have the right to end the contract without penalty if you do not accept the change to the contract.

and

ComReg notes that certain providers of telephone and/or electronic communications services are proposing changes to consumer contracts (terms and conditions) in the coming period. ComReg has made it clear to all service providers that press notifications (and other forms of notification not sent to subscribers individually) are not considered as meeting the requirement of the Regulations. ComReg would like to remind consumers of their rights in relation to this matter

Vick7

Vick7 wrote: »

Where exactly are these messages? I just can't find them. Only noticed the price increase when I checked my bill and want to cancel immediately but from reading this thread I needed to do it weeks ago.

After youn login, under the topic "My Bill", there should be link for "My Messages"

Or this link may work, after you login.
https://service.upc.ie/cckservices/myupc/my_messages/

Vick7

Deleted User wrote: »

After youn login, under the topic "My Bill", there should be link for "My Messages"

Or this link may work, after you login.
https://service.upc.ie/cckservices/myupc/my_messages/

No link for me. Doesn't matter I am glad they have given me a way to cancel immediately. Cheers UPC.

angel01

Vick7 wrote: »

Just read this on the UPC website.

What are the benefits of eBilling?

• View your itemised bill online
• Direct Debit customers receive a text message if the monthly bill amount changes
• Customers who pay by credit or laser card receive a text message every time their bill is available to view.
• View previous bills
• No postal delays in receiving your bill
• Option to set up Direct Debit or pay by credit or laser card

I definately won't be standing for we need 30 days. They have clearly failed to provide what they say when it comes to price changes.

It is 30 days from that text message.

Vick7

angel01 wrote: »

It is 30 days from that text message.

If you got a text message. I didn't receive anything and only found out about the increase when billed.

Elessar

Hi, can anyone help?

I signed up to UPC digital TV and broadband just before christmas. Only today I see that they have raised their prices from 4th January. I never received any written notification nor was I told by the rep on the phone that prices were increasing. I don't agree with the changes and wish to cancel the contract.

However the website says that you have 30 days from the 3rd December to cancel without penalty, not from 4th January. Obviously this is up, but had I known before then I would have cancelled. I wasn't informed at all, and never had the 30 day opportunity to cancel the contract. I'm going to email them and have opened a case with Comreg.

Do you think I have a chance of canceling without penalty?

cast_iron

Elessar wrote: »

Hi, can anyone help?

I signed up to UPC digital TV and broadband just before christmas. Only today I see that they have raised their prices from 4th January. I never received any written notification nor was I told by the rep on the phone that prices were increasing. I don't agree with the changes and wish to cancel the contract.

However the website says that you have 30 days from the 3rd December to cancel without penalty, not from 4th January. Obviously this is up, but had I known before then I would have cancelled. I wasn't informed at all, and never had the 30 day opportunity to cancel the contract. I'm going to email them and have opened a case with Comreg.

Do you think I have a chance of canceling without penalty?

Yes. If you just read back a page or two, you will see a phone call to them should sort all this out for you.

dub45

angel01 wrote: »

It is 30 days from that text message.

No its not!

angel01

dub45 wrote: »

No its not!

It is, they told me on the phone it was.

forzacalcio

angel01 wrote: »

It is, they told me on the phone it was.

Oh then it must be true :D

dub45

angel01 wrote: »

It is, they told me on the phone it was.

If you are content to believe UPC then thats what to do:rolleyes:

However a text is not sufficient.

Firstly under the direct debit system a customer is entitled to receive 14 days notice of the amount to be debited to their account. Such a notification has absolutely nothing to do with a company implmeneting a price increase.

UPC's own legally binding Terms and Conditions (their words) and Comreg's requirements call for the customer to get a months notice in writing of a price increase. Keep believing UPC and you will see pigs flying Santa in June Price notifications in the Saudi News and the Kilkenny Bugle and leprechauns a the end of the garden.


http://www.askcomreg.ie/home/is_my_service_provider_allowed_to_change_the_terms_and_conditions_of_a_package_i_have_signed_up_for_.1.202.LE.asp




Is my service provider allowed to change the terms & conditions of a package I have signed up for ?

In many cases, your service provider can change the terms and conditions of your package. However, your service provider must give you at least one month’s notice of the proposed change to your package and details of your right to withdraw from your contract, without penalty, if you do not accept the proposed change to your contract terms.

Related FAQs include
Does my service provider have to let me know if it is changing my terms & conditions?
Yes, your service provider must let you know about the proposed changes to your terms and conditions at least one month in advance of when the new terms and conditions become effective. Additionally, your service provider must also give you details of your right to withdraw from your contract, without penalty, if you do not accept the proposed change to your contract terms. A press notice and/or a notice on your service provider’s website are not sufficient to let you know about the proposed changes to your contract terms and your right to withdraw.
What do I do if my service provider did not let me know that it is changing my terms & conditions?
If you did not receive notice from your service provider about changes to its terms and conditions and you have now realised that the terms have changed you should contact your service provider to enquire about its process for notifying you of the proposed changes and your right to withdraw. If you are not satisfied that you were appropriately notified, at least one month in advance, you should lodge a formal complaint with your service provider. If your complaint is not dealt with appropriately, you can escalate the matter to ComReg’s ConsumerLine.

nodolan

dub45 thank you, thank you, thank you.

I got an SMS message today telling me my new bill was ready and that there were changes to it - this was the first indication I had of any changes - seriously, a newspaper advert in the Indo? I haven't bought a newspaper in months (I have an iPhone 3G and that's my newspaper) and when I logged on to My UPC this evening there was a message from UPC dated 21-11-01 telling me of the price increases and that I had 'tacitly' accepted them - my arse I have.

I'm on their basic package with Digital TV, phone and BB and my budget is stretched beyond belief. From what I can see the cost of phone calls has gone up and, I'm not just saying this now because of this billing issue but, I'm appalled at the 'quality' of their TV service (continual sound dropouts and artefacting on some stations).

Reading the ComReg link you provided and considering that I'm on DD, was never notified in writing, only have one message online dated 21-11-01, have messages on the Info Channel regarding BB speed increases on the 04-01-11 (and nothing about price increases) what do you think my chances are at this late stage of cancelling the contract?

Noel.

mickeyboymel

On the subject of cancellation, I recently got out of my contract due to the price increases - I have 2 redundant HD Boxes, when do UPC collect them or is it my responsibility to return them?

dub45

nodolan wrote: »

dub45 thank you, thank you, thank you.

I got an SMS message today telling me my new bill was ready and that there were changes to it - this was the first indication I had of any changes - seriously, a newspaper advert in the Indo? I haven't bought a newspaper in months (I have an iPhone 3G and that's my newspaper) and when I logged on to My UPC this evening there was a message from UPC dated 21-11-01 telling me of the price increases and that I had 'tacitly' accepted them - my arse I have.

I'm on their basic package with Digital TV, phone and BB and my budget is stretched beyond belief. From what I can see the cost of phone calls has gone up and, I'm not just saying this now because of this billing issue but, I'm appalled at the 'quality' of their TV service (continual sound dropouts and artefacting on some stations).

Reading the ComReg link you provided and considering that I'm on DD, was never notified in writing, only have one message online dated 21-11-01, have messages on the Info Channel regarding BB speed increases on the 04-01-11 (and nothing about price increases) what do you think my chances are at this late stage of cancelling the contract?

Noel.

You are perfectly entitled to cancel your contract - you did not receive notice as per their terms and conditions (UPC's that is!) or as per Comregs requirements which are based on EU regulations.

nodolan

Emailed UPC last Friday via 'My UPC' - no reply.
Tweeted them (We Are UPC) - no reply.
Called last Monday morning, was told they'll call me back.
Called Monday evening, was told they'll call me Tuesday.
Called this afternoon (Wednesday) and was kept on hold 30 mins and by the time I spoke to 'Loyalty Team' I decided I would cancel everything (I had considered until this morning keeping the BB).

Service will be terminated this evening. Engineer will call out for equipment. No penalty.

I'm getting Freeview/FTA/SaorSat and mobile BB (I have internet in college also).

Thanks again Dub45 and everyone else.

ician

Okay I am utterly confused and UPC support and Sujith in particular are clueless, so maybe someone here can help me figure out if UPC are just taking 84 euro from my account for the laugh or are they due that money.


I signed up for UPC internet and tv (15mgb & basic tv, sorry don't know what exactly it was called but was supposed to be approx. €45 per month) at the end of May 2010. The installation guy came on 31st of May 2010.

I received my first bill on June 7th (payment due June 21st) for €45. €37 in charges, remainder in vat. On August 7th I received my second bill totaling €175.79, €145 euro in charges the rest in vat. I wasn't expecting such a large bill so I contacted them and I was told I had to pay two months in advance, bill was payed by direct debit on 21st of August 2010. On the 7th of October and 7th of December I received bills of €105.50, €87 in charges.

I was planning on leaving Ireland at the end of January and just happened upon this thread and called UPC to cancel my account on December 30th, I was told they can't get through to cancellations at the moment but she'd leave a note on my account and they'd call me back. Of course they didn't call back and I had to call twice more, again I was told they couldn't get through to cancellations but the second time I insisted. I told them I had called at the end of December and wanted to cancel etc. I was told fine and to submit it in writing and it would be back dated to December 30th.

That all seemed fine until I checked my online banking a few days ago and noticed UPC took €84 euro on February 21st. I have emailed but they are useless and don't answer direct questions so am I missing something, I don't understand why I am being billed. My account was cancelled within the 2 months after I payed in December.

forzacalcio

You have been UPC'd!

dub45

ician wrote: »

Okay I am utterly confused and UPC support and Sujith in particular are clueless, so maybe someone here can help me figure out if UPC are just taking 84 euro from my account for the laugh or are they due that money.


I signed up for UPC internet and tv (15mgb & basic tv, sorry don't know what exactly it was called but was supposed to be approx. €45 per month) at the end of May 2010. The installation guy came on 31st of May 2010.

I received my first bill on June 7th (payment due June 21st) for €45. €37 in charges, remainder in vat. On August 7th I received my second bill totaling €175.79, €145 euro in charges the rest in vat. I wasn't expecting such a large bill so I contacted them and I was told I had to pay two months in advance, bill was payed by direct debit on 21st of August 2010. On the 7th of October and 7th of December I received bills of €105.50, €87 in charges.

I was planning on leaving Ireland at the end of January and just happened upon this thread and called UPC to cancel my account on December 30th, I was told they can't get through to cancellations at the moment but she'd leave a note on my account and they'd call me back. Of course they didn't call back and I had to call twice more, again I was told they couldn't get through to cancellations but the second time I insisted. I told them I had called at the end of December and wanted to cancel etc. I was told fine and to submit it in writing and it would be back dated to December 30th.

That all seemed fine until I checked my online banking a few days ago and noticed UPC took €84 euro on February 21st. I have emailed but they are useless and don't answer direct questions so am I missing something, I don't understand why I am being billed. My account was cancelled within the 2 months after I payed in December.

Best to be methodical here. Write to UPC (no phonecalls they simply cannot be relied on) Detail exactly what happened with particular reference to your cancellation call and date.

You would be due to pay them for a month from the date of the cancellation call. If you called them at the end of December then you account should have been cancelled at the end of January.

(By the way this nonsense about not being able to contact cancellations is disgusting behaviour on their part and for any supposedly reputable company to behave in this way is truly shameful it is shysterish behaviour. It is by no means the first time it has been posted on here either).

How do you pay them? If it is by direct debit then you need to cancel this with your bank immediately. You should also be able to get a refund of the direct debit from your bank - have a read of the information available here:

http://www.ipso.ie/section/YourRightsasaPayer

Incidentally this type of incident is a reminder that if you use online banking or ebilling you have to be checking it regularly.

Nothing beats a paper bill as far as I am concerned!

Eire Go Brach

They seem to be going back to the way they where in terms of customer service. For awhile they where good. Calls answered practically straight away. Always call you back if they say they would. Ok emailing was always ****e. You get the Robot.

Any time I ring now I am put on hold. Average for more than 5 min. They take days to call you back, if even. Emailing is still ****e.

Must be all there new customers. Too busy for them all.

iMax

Just got a text message from 51000 (UPC) telling me there was a message in "my UPC". Login & there's a message dated 18.02.11

Dear Customer

As you will be aware UPC introduced a number of price changes for its services on 4 January 2011. UPC’s Broadband and Phone services remain excellent value, however you have the right to cancel or downgrade your service within 30 days of receipt of this notice without penalty if you do not agree with these price changes. If you choose to cancel you will be entitled to be credited the difference between the old and the new price.

For details of all UPC price changes please go to the My Messages section of My UPC at www.upc.ie

So check your "myUPC" To me that looks like I've still got 10 days to cancel my contract with them. Gonna call now.

EDIT: Update - turns out I'm out of contract for TV but in contract for phone/BB. To cancel these would remove the service, but they're up in Oct anyway, so I'll wait until then & see what they offer me.

gar

Something to check.

I cancelled in January and got my final bill will me in credit for about e20.
Nothing got transferred into my account up to now so I called up.
I was told that I had to request my refund and it will be put into my account in the next 2 weeks.

Check your final bills if you did cancel

Gar

dub45

gar wrote: »

Something to check.

I cancelled in January and got my final bill will me in credit for about e20.
Nothing got transferred into my account up to now so I called up.
I was told that I had to request my refund and it will be put into my account in the next 2 weeks.

Check your final bills if you did cancel

Gar

What a shower of chancers. Absolutely not a shred of integrity:mad:

Do they think that people won't want their money back?

ician

Just a followup, after emailing UPC twice regarding being billed after my contract had been cancelled, first getting a stupid response confirming that yes they did take the money. I today got a more satisfactory response.


Dear Sir/Madam

Thank you for the below email

Please note that you requested to cancel the account 30th of December 2010, per UPC's Terms & Conditions 30 days written notice is required.

The first written request to close the account was received 13th of January, but per account logs this was to be backdated to the 30th of January 2011.

I can confirm that the account closed the 28th of January 2011.

Please note that your December invoice billed you until the 6th of February, as the account cancelled 28th of January 2011 credits from these dates are due Credit refund of €14 would be due.

Please note that you were incorrectly charged an in contract fee of €99.99, you were not charged for a further two months subscriptions.

€99.99 + €14 = €139.99 that is due to be refunded.

Please advise if you wish for the above refund to be issued via cheque, if so please provide the address to which it can be sent too. Please advise if you wish for the above amount to be issued via direct refund to your bank account?




So just a warning for everyone else I guess.

Esel

ician wrote: »

Dear Sir/Madam

Thank you for the below email

Please note that you requested to cancel the account 30th of December 2010, per UPC's Terms & Conditions 30 days written notice is required.

The first written request to close the account was received 13th of January, but per account logs this was to be backdated to the 30th of January 2011.

I can confirm that the account closed the 28th of January 2011.

Please note that your December invoice billed you until the 6th of February, as the account cancelled 28th of January 2011 credits from these dates are due Credit refund of €14 would be due.

Please note that you were incorrectly charged an in contract fee of €99.99, you were not charged for a further two months subscriptions.

€99.99 + €14 = €139.99 that is due to be refunded.

Please advise if you wish for the above refund to be issued via cheque, if so please provide the address to which it can be sent too. Please advise if you wish for the above amount to be issued via direct refund to your bank account?

See the big bold parts.....

If the above is verbatim as received from UPC, WTF are they on?

Infoanon

More text messages going out today:

UPC: View a notice about UPC's January price change at www.upc.ie .Sign up to MyUPC & go to My Messages.Prefer a printed copy of the notice ? Please reply YES

Follow up when say YES

Thank you for your request.A copy of the notice will be sent to you by post.

I hope everyone replys YES - UPC's treatment of its customers has been disgraceful - and breached its on terms and conditions AND breached banking regulations.

COMREG should place a heavy fine on UPC but I doubt that will happen.

jack presley

All the regulators in this country, be it the communications, financial ones or whatever, are toothless tigers. They are completely useless and apart from giving the offending body a slap on the lists or issuing them a strongly worded letter, they do bugger all to benefit the consumer.