UPC trying to trick us

SweetCaliber

Recently I ordered a new box with UPC as part of their multiroom offer.

€5 a month and free connection on self install.

After ordering I received an email saying self install was not available on MMDS?

I rang up and complained stating that my house was already wired up and the signal was 100%.

After talking on the phone they basically said I have to pay €50 for an engineer to come out and plug the cable into the back of the box.

After explaining that the wire was already in my room I was then told that the fee would only be €10 if the wire was already there and working.

The engineer came and was literally here for 3 minutes. All he did was plug the box in and put the cable in the back. He even thought it was a joke.

I just received my bill for this month and I noticed a €50 connection fee even though I was told it would only be €10.

I rang up and once again complained about this.

The girl on the other end of the phone said the fee is only €10 if we did self install even though we were told we could not and the fee would only be €10.

So basically now I paid €50 for an installed to come out plug in a box and put the cable in the back, something a 5 year old could easily manage.

I am really disappointed because this is the first issue I have had with them and paid a ridiculous fee to have an engineer out to plug a wire into the back of a box.

I also don't know why self install isn't available over MMDS especially when the cable is sitting there looking at me just like cable vision.

I want to know what your opinions are on this as I am very upset with UPC.

RangeR

lee3155 wrote: »

Recently I ordered a new box with UPC as part of their multiroom offer.

€5 a month and free connection on self install.

After ordering I received an email saying self install was not available on MMDS?

I rang up and complained stating that my house was already wired up and the signal was 100%.

After talking on the phone they basically said I have to pay €50 for an engineer to come out and plug the cable into the back of the box.

After explaining that the wire was already in my room I was then told that the fee would only be €10 if the wire was already there and working.

The engineer came and was literally here for 3 minutes. All he did was plug the box in and put the cable in the back. He even thought it was a joke.

I just received my bill for this month and I noticed a €50 connection fee even though I was told it would only be €10.

I rang up and once again complained about this.

The girl on the other end of the phone said the fee is only €10 if we did self install even though we were told we could not and the fee would only be €10.

So basically now I paid €50 for an installed to come out plug in a box and put the cable in the back, something a 5 year old could easily manage.

I am really disappointed because this is the first issue I have had with them and paid a ridiculous fee to have an engineer out to plug a wire into the back of a box.

I also don't know why self install isn't available over MMDS especially when the cable is sitting there looking at me just like cable vision.

I want to know what your opinions are on this as I am very upset with UPC.

You were misinformed, intentionally or not, by UPC. DEMAND a recording of the call you made to order the product were you were told of the actual cost. Take it from there. The call recording should prove your case.

If they can't provide the call recording, then they have no contract with you [unless you signed a contract on delivery / installation]. Return the product and cancel account. THEN open a new account and get everything in writing before committing to install.

Cancellations / Loyalty / Resolution Team should be able to resolve this. Be aware, the various departments DO NOT communicate with each other. You WILL get conflicting stories/information on your situation. Stick to the one department and get everything in writing.

If that fails, you may plagiarise....

SweetCaliber

Unfortunately they said they have no records of the call :mad:

A.k.a they deleted the logs.

RangeR

lee3155 wrote: »

Unfortunately they said they have no records of the call :mad:

A.k.a they deleted the logs.

Of course they will say that. You look at YOUR logs. Get an itemised bill. Then give them a copy of the date and time of your call to them.

Request the call recording. You may need to speak to a supervisor.

forzacalcio

lee3155 wrote: »

Unfortunately they said they have no records of the call :mad:

A.k.a they deleted the logs.

Thats bull****!
They must keep them, ask to speak to a supervisor and demand a treanscript or you will go to a solicitior!

Virgin Media: Jason

Hi lee3155

Sorry for any confusion. Please PM me your details and I will have this looked at for you straight away by a customer service supervisor, and appropriate action will be taken where necessary.

Regards

Jason

__________________
If you want to order new products from us and get a voucher for €50 through this boards offer, (and free activation of product) just click through this link http://www.upc.ie/boardsoffer/ (Please see the terms & conditions)

Want to see our products in use? Come into our new store in Carphone Warehouse on Henry Street, Dublin 1 and play with our HD TV and 30mb broadband yourself. Seeing is believing.


- For all customer service queries, please contact 1908.

**I am not authorised to comment in general threads without approval***

lee3155 wrote: »

Recently I ordered a new box with UPC as part of their multiroom offer.

€5 a month and free connection on self install.

After ordering I received an email saying self install was not available on MMDS?

I rang up and complained stating that my house was already wired up and the signal was 100%.

After talking on the phone they basically said I have to pay €50 for an engineer to come out and plug the cable into the back of the box.

After explaining that the wire was already in my room I was then told that the fee would only be €10 if the wire was already there and working.

The engineer came and was literally here for 3 minutes. All he did was plug the box in and put the cable in the back. He even thought it was a joke.

I just received my bill for this month and I noticed a €50 connection fee even though I was told it would only be €10.

I rang up and once again complained about this.

The girl on the other end of the phone said the fee is only €10 if we did self install even though we were told we could not and the fee would only be €10.

So basically now I paid €50 for an installed to come out plug in a box and put the cable in the back, something a 5 year old could easily manage.

I am really disappointed because this is the first issue I have had with them and paid a ridiculous fee to have an engineer out to plug a wire into the back of a box.

I also don't know why self install isn't available over MMDS especially when the cable is sitting there looking at me just like cable vision.

I want to know what your opinions are on this as I am very upset with UPC.

forzacalcio

UPC: Jason wrote: »

Hi lee3155

Sorry for any confusion. Please PM me your details and I will have this looked at for you straight away by a customer service supervisor, and appropriate action will be taken where necessary.

Regards

Jason

__________________
If you want to order new products from us and get a voucher for €50 through this boards offer, (and free activation of product) just click through this link http://www.upc.ie/boardsoffer/ (Please see the terms & conditions)

Want to see our products in use? Come into our new store in Carphone Warehouse on Henry Street, Dublin 1 and play with our HD TV and 30mb broadband yourself. Seeing is believing.


- For all customer service queries, please contact 1908.

**I am not authorised to comment in general threads without approval***

Sweet jesus, Im on this two months and with all the crap being flung towards UPC they finally reply to one!

SweetCaliber

Issue has been resolved thanks guys and thanks for taking your time to reply Jason.

forzacalcio

@Jason

There are a few more issues you can sort out if you can get "Approval"

Buttynic

Hi Jason, I have a query re the Phone service. I am on the Anytime Package and I have 400 International Free Minutes a month. Is it possible to track, how many minutes per month I have used so as to prevent me from going over the 400 minute usage limit ? Regards Trevor

Ginny

At this stage I think UPC are trying to frustrate me into giving up trying to sort out my service.
For a few months they claimed I hadn't sent my DVR+ box back when I upgraded to HD+ and charged me, they did in fairness refund me the charges, since then our EPG hasn't been working properly, we have to reboot the box constantly to get up the current/next program details, after much to-ing and fro-ing an engineer came out and said they'd have to boost the signal, by putting an extra wire up from the road to the house, months later I'm still waiting.
When the whole price increase debacle started I rang them to cancel on point of principle due to the sneaky way the price was increased. Customer Loyalty got onto me and and assured me they would not put up my charges for 12 months.
Bill came and it was up, they'd changed my extra point from €5 a month to €8, charged me double for 1 service and then still included the price increase.
Got onto them again and they were very apologetic, straight off offered to reduce my service to X per month once I stay with them for another 12 months, funnily enough the bill came this month and its X+€5 this month, with a note saying they have given me a "discount" for customer loyalty.
Again its not the money, just the unbelievably bad customer service they provide.
So again I'll have to get onto then and go through the whole rigmarole again, I reckon they seriously just hope people give up ringing them.