UPC €50 charge threat for callout

ceekay74

I got a letter from UPC last week to let me know about the new "free" service called Horizon. Attached was a letter informing me that I would have to pay an extra €6 per month for my Phone, Internet and TV package.

So I give them a ring and after much talking and transfering, I get slightly faster internet connection and more TV channels for less money than I'm currently paying (before €6 increase). So far so good.

BUT, since this arrangement I've had nothing but trouble with the recording facility on the TV. All the below issues having been coming and going but currently;

• It doesn't record the series down to be recorded.
• I can't add series to be recorded.
• I can't add programs to be recorded.
• I can't record the program I'm watching.

I've rang UPC a few times and have been told everything should be working fine. It isn't.

So they booked me in for a service call for tomorrow, the engineer will arrive between 1 and 6 and I'm expected to be there. I'm in work and told them I won't be back until 5 at the earliest. They can't give me a definite time and don't seem too bothered that I'm put out by this, it seems I've to be happy to wait until Saturday before this can be checked out!!

And then to top it all, if the box happens to be working when he calls out, I'VE TO PAY A €50 CHARGE!!

I'm disgusted.

Rant over for the moment.

foggy_lad

ceekay74 wrote: »

I got a letter from UPC last week to let me know about the new "free" service called Horizon. Attached was a letter informing me that I would have to pay an extra €6 per month for my Phone, Internet and TV package.

So I give them a ring and after much talking and transfering, I get slightly faster internet connection and more TV channels for less money than I'm currently paying (before €6 increase). So far so good.

BUT, since this arrangement I've had nothing but trouble with the recording facility on the TV. All the below issues having been coming and going but currently;

• It doesn't record the series down to be recorded.
• I can't add series to be recorded.
• I can't add programs to be recorded.
• I can't record the program I'm watching.

I've rang UPC a few times and have been told everything should be working fine. It isn't.

So they booked me in for a service call for tomorrow, the engineer will arrive between 1 and 6 and I'm expected to be there. I'm in work and told them I won't be back until 5 at the earliest. They can't give me a definite time and don't seem too bothered that I'm put out by this, it seems I've to be happy to wait until Saturday before this can be checked out!!

And then to top it all, if the box happens to be working when he calls out, I'VE TO PAY A €50 CHARGE!!

I'm disgusted.

Rant over for the moment.

Get yourself a satellite dish(if you are allowed) and a free to air receiver and you will have most of the channels you have now for free.

ceekay74

foggy_lad wrote: »

Get yourself a satellite dish(if you are allowed) and a free to air receiver and you will have most of the channels you have now for free.

I'm seriously considering this.

happydayz182

First of all your UPC box not recording right has nothing to do with whatever package you subscribing to.

If you cannot be in the house between 1 and 6 why did you not book in the appointment for Saturday in the first place? Waiting for Saturday to get the recording function working on the box shouldn't be that much of a big deal if you can't make yourself available before then!

No you wont get charged €50 if the box happens to be working. That charge is there for callouts that are entirely unnecessarily where the person has not followed the instructions of the customer services agent on the phone and the problem could of been fixed there and then. For example if the agent asked you to plug it out for 30 secs or factory reset the box and you refused or pretended to do it the technician could charge for a frivolous pointless call out. This is simply put in place to avoid pointless callouts that don't need a technician making people who do need a technician -like you appear to- wait longer for an appointment.

ceekay74

happydayz182 wrote: »

First of all your UPC box not recording right has nothing to do with whatever package you subscribing to.

I thought that. I was giving some background info.

ceekay74

happydayz182 wrote: »

If you cannot be in the house between 1 and 6 why did you not book in the appointment for Saturday in the first place? Waiting for Saturday to get the recording function working on the box shouldn't be that much of a big deal if you can't make yourself available before then!

Because I don't want to wait until Saturday. There are many programs on between now and then that I would like to record, it what I'm paying for it, I want it fixed asap.

I can make myself available between 5 and 6, no problem, but thay won't commit to calling between those times.

ceekay74

happydayz182 wrote: »

No you wont get charged €50 if the box happens to be working. That charge is there for callouts that are entirely unnecessarily where the person has not followed the instructions of the customer services agent on the phone and the problem could of been fixed there and then. For example if the agent asked you to plug it out for 30 secs or factory reset the box and you refused or pretended to do it the technician could charge for a frivolous pointless call out. This is simply put in place to avoid pointless callouts that don't need a technician making people who do need a technician -like you appear to- wait longer for an appointment.

I understand this. As I mentioned, the issues I'm having are coming and going. There is a possibility that when (eventually) an engineer calls, it may appear to be working. What am I to do, hold him hostage until he can see the issues I'm having? The €50 charge is a disgrace, I have not been wasting their time 'pretending' to be following instructions.

Paulw

ceekay74 wrote: »

I can make myself available between 5 and 6, no problem, but thay won't commit to calling between those times.

It's not that they won't, it's that they can't. The engineer calling to you will stay with you (or any of their calls) until they resolve the issue or give proper diagnosis. If that takes 10 mins or it takes two hours. The engineer is not just calling to you. He is calling to a number of premises in a day, so they give a broad time to cover themselves.

Try to be a little more realistic.

happydayz182

ceekay74 wrote: »

I understand this. As I mentioned, the issues I'm having are coming and going. There is a possibility that when (eventually) an engineer calls, it may appear to be working. What am I to do, hold him hostage until he can see the issues I'm having? The €50 charge is a disgrace, I have not been wasting their time 'pretending' to be following instructions.

So you won't be charged! You have explained the issues are coming and going to the agent yes? So the appointment is booked in as such. Even if it is not working the technician will check both feeds are getting to the box correctly (one is for what you are watching now and one is for the the background recording) and check if the box is faulty. He will either fix it there and then or replace the box if necessary. That charge is there for people who haven't turned on the tele properly or if its not on the right AV channel and they can't be bothered to find out how to change it. The agent has to ehtically quote it!

How are they meant to guarantee a time for the technician to come out? Of course they can request the technician to come out to you after 5 but what happens if he/she uncovers a big issue in a prior call out and is delayed by an hour or two? It is not a dhl delivery your booking here it is a private service call out! If you were with Sky like I am you could be waiting for over a week AND have to pay a 100 euro or more call out charge even though I am too paying for a service. Same fee for the free Satellite service also.

ceekay74

Paulw wrote: »

It's not that they won't, it's that they can't. The engineer calling to you will stay with you (or any of their calls) until they resolve the issue or give proper diagnosis. If that takes 10 mins or it takes two hours. The engineer is not just calling to you. He is calling to a number of premises in a day, so they give a broad time to cover themselves.

Try to be a little more realistic.

Won't / can't. It has the same outcome for me.

Be more realistic? You may think this level of service is ok, but I don't. A 5 hour window is too broad.

ceekay74

happydayz182 wrote: »

That charge is there for people who haven't turned on the tele properly or if its not on the right AV channel and they can't be bothered to find out how to change it.

I should be fine so.

ceekay74

happydayz182 wrote: »

It is not a dhl delivery your booking here it is a private service call out!

Well maybe it should be more like that.

Paulw

ceekay74 wrote: »

Won't / can't. It has the same outcome for me.

Be more realistic? You may think this level of service is ok, but I don't. A 5 hour window is too broad.

You have two choices - accept it, or go to another provider who will meet your demanding expectations ... oh wait ... no service company will do that.

If you are not happy with the schedule you have been given, you are free to reschedule to a time block that works for you (not a 1 hour window).

ceekay74

happydayz182 wrote: »

If you were with Sky like I am you could be waiting for over a week AND have to pay a 100 euro or more call out charge even though I am too paying for a service. Same fee for the free Satellite service also.

So you're saying Sky is worse, so I should be happy with whatever lousy service UPC throw my way??

ceekay74

Paulw wrote: »

You have two choices - accept it, or go to another provider who will meet your demanding expectations ... oh wait ... no service company will do that.

If you are not happy with the schedule you have been given, you are free to reschedule to a time block that works for you (not a 1 hour window).

Wow. Thanks for your input. You should send your CV into UPC.

Now where's that 'ignore' button.

Paulw

ceekay74 wrote: »

So you're saying Sky is worse, so I should be happy with whatever lousy service UPC throw my way??

What is being said is that UPC are quite good at responding quickly with an engineer, and that no company will give you a narrow window of 1 hour for a call. They almost all give you a morning or afternoon window.

ceekay74

Paulw wrote: »

What is being said is that UPC are quite good at responding quickly with an engineer, and that no company will give you a narrow window of 1 hour for a call. They almost all give you a morning or afternoon window.

Ah well then thats alright so, to be sure to be sure. Who am I to be complaining, I'll just have a few drinks and sure it'll be alright if I just ignore it all. Begorrah.

Ireland. :rolleyes:

BuffyBot

You do need to be realistic regarding the call out times. The €50 fee mentioned is "just in case" advisory, which is a perfectly valid thing to let customers know about before hand tbh. It would be much worse if they didn't mention it.

ceekay74

BuffyBot wrote: »

The €50 fee mentioned is "just in case" advisory, which is a perfectly valid thing to let customers know about before hand tbh. It would be much worse if they didn't mention it.

True. It would be much better for the consumer if it didn't exist though.

happydayz182

No it wouldn't at all! If you didn't have that fee for unwarranted call outs you would have thousands of unwarranted and unnecessary call outs for

1.People who can't be a**ed to do the checks and troubleshooting on the phone

2. People with television issues (can't find the A.V button,remote,tv is black) that have nothing to do with UPC!


Which would mean that you would be waiting even longer for your appointment!

So it would not be much better for the consumer if it didn't exist.

Melendez

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Mimikyu

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SteM

ceekay74 wrote: »

Ah well then thats alright so, to be sure to be sure. Who am I to be complaining, I'll just have a few drinks and sure it'll be alright if I just ignore it all. Begorrah.

Ireland. :rolleyes:

You're suggesting this only happens in Ireland? It's an issue with service engineers the world over.

How do you suggest that an engineer that doesn’t know what a problem is before he/she sees and deals with it commits to 1 hour window at the end of a working day when jobs could have been running long all day? Should a service engineer only be allocated 2 jobs a day - one first thing in the morning and one last thing in the evening so they can't overlap and can meet your 1 hour window?

If you were in charge I think you would run UPCs service department like Homer Simpson ran Spirngfield's garbabe collection.

BTW, my understaning is that Horizon is still a test service by UPC so I would expect plenty of teething issues if I were you. Take a look at the 'Cable & MMDS & IPTV' forum for more info on it.

ceekay74

Melendez wrote: »

This post has been deleted.

Theres alot of apologists for UPC on here!

I'm not really interested in the problems / logistics / whatever, that UPC have. I'm paying for a service I'm not getting, have been on to them numerous times to sort it out, its still not sorted, I can't an assured appointment for when it suits me, now I've to wait until Saturday to get an appointment in a 5 hour window (over 1 week of problems at this stage).

It's nice to hear that in your circumstance they didn't charge the call out fee. It should be the same for me, but I'm not happy with the service I'm receiving from them. Simple as that.

Pacing Mule

ceekay74 wrote: »

Theres alot of apologists for UPC on here!

There's a lot of realists would be more accurate.

ceekay74

Captain Morgan wrote: »

This post has been deleted.

I do expect them to call when I'm actually at home.

Tomorrows appointment doesn't suit me (unless they guarantee after 5 call), and Saturday is ages away. Will I get a refund/compensation for the inconvience? No chance.

ceekay74

SteM wrote: »

You're suggesting this only happens in Ireland? It's an issue with service engineers the world over.

How do you suggest that an engineer that doesn’t know what a problem is before he/she sees and deals with it commits to 1 hour window at the end of a working day when jobs could have been running long all day? Should a service engineer only be allocated 2 jobs a day - one first thing in the morning and one last thing in the evening so they can't overlap and can meet your 1 hour window?

None of this should be my problem.

ceekay74

SteM wrote: »

If you were in charge I think you would run UPCs service department like Homer Simpson ran Spirngfield's garbabe collection

O.....K.....

ceekay74

SteM wrote: »

BTW, my understaning is that Horizon is still a test service by UPC so I would expect plenty of teething issues if I were you. Take a look at the 'Cable & MMDS & IPTV' forum for more info on it.

I don't use it. I don't want it. And I don't see what this has to do with my issues.

ceekay74

Pageant Messiah wrote: »

There's a lot of realists would be more accurate.

Yeah, you're probably right. People seem to be ok with this level of service, looks like I'm the 'weirdo' who isn't ok with it. :mad:

Paulw

ceekay74 wrote: »

I don't use it. I don't want it. And I don't see what this has to do with my issues.

If you didn't want it and don't use it, why oh why did you sign up for a trial service?????? :eek:

runawaybishop

Learn to use edit, jebus.

The customer is not always right and in this case you most ertainly are not. You are receiving the service level you agreed to when you signed up and that you are paying for. If you want next day service in a designated hour then you would be paying far more for it. As it stands your demands are unreasonable.

ceekay74

Paulw wrote: »

If you didn't want it and don't use it, why oh why did you sign up for a trial service?????? :eek:

I didn't!

I got a letter from UPC last week to let me know about the new "free" service called Horizon. Attached was a letter informing me that I would have to pay an extra €6 per month for my Phone, Internet and TV package.


It was an advert for the service.

Pacing Mule

ceekay74 wrote: »

Yeah, you're probably right. People seem to be ok with this level of service, looks like I'm the 'weirdo' who isn't ok with it. :mad:

What I'm ok with is a window of a few hours for a callout from any kind of similar service.

Do I particularly welcome possibly waiting around for 5 hours ? No not at all.

Would I prefer to have a guaranteed hour ? Of course !

However I understand that in order for such a guarantee to be provided is at best impractical. At it's most simplest the runing costs of that operation would be significantly higher - each engineer would do maybe one fifth of the work currently done. So 5 times more staff and resources needed to service the same network and the costs of this would have to be passed on (either in call out fees or increases in monthly subs to cover it) I know you will say you have a legitimate service issue etc but all legitimate service issues that arise need to be covered in the revenue stream of the company in question. I'd rather the occasional wait than an increase in fees each month.

ceekay74

runawaybishop wrote: »

Learn to use edit, jebus.

The customer is not always right and in this case you most ertainly are not. You are receiving the service level you agreed to when you signed up and that you are paying for. If you want next day service in a designated hour then you would be paying far more for it. As it stands your demands are unreasonable.

Says you.

I'm not happy, of that i'm ertain. :pac:

Yawns

Toys out of the pram from the OP here. Someone tells him he's simply expecting a service that no service company in the world can provide and he calls them a UPC apologist.

OP if there was no call out fee, then you wouldn't have been given the option of 1 - 6 or Saturday. You options instead would have been, we can put you on the list, you can expect us to call out in 3 - 6 weeks. Why, because people call over the stupidest things that they can check themselves, but won't.

You've been given a timeline that is very reasonable. As been said, everyone would love their engineer out at 5 - 6 when they finish work. It can't happen. It's not a food delivery service where they call to the door and are gone in 2 minutes max. Each call the engineer make can take an indefinite period of time to complete. It could take 2 minutes or 2 hours. Would you be happy if they said they'd be at your door at 5 - 6pm, then showed at 8pm or next day because the last job before yours took way longer than expected. No you wouldn't, you'd be moaning saying they shouldn't have said they'd call if they couldn't.

Grow up and stop taking a service company call out times as a personal affront. Your attitude serves to remind people of the retail thread where workers put up the rants they have to deal with from the customers. Me, me, me ****ing me.

runawaybishop

ceekay74 wrote: »

Says you.

I'm not happy, of that i'm ertain. :pac:

You aren't happy because you think you are entitled to more, you are not though. Offer to pay more for a better call out time.

ceekay74

Pageant Messiah wrote: »

I know you will say you have a legitimate service issue etc but all legitimate service issues that arise need to be covered in the revenue stream of the company in question. I'd rather the occasional wait than an increase in fees each month.

I'd rather get what I'm paying for without having to wait all week for it to be done.

Nonoperational

ceekay74 wrote: »

Ah well then thats alright so, to be sure to be sure. Who am I to be complaining, I'll just have a few drinks and sure it'll be alright if I just ignore it all. Begorrah.

Ireland. :rolleyes:

UPC is owned by one of the largest cable companies in the world, and nowhere would a customer be able to dictate a call-out time of between 5-6pm only. It's unrealistic to have a 1 hour window.

Your comment about having a few drinks is pathetic, and your attitude is one of a stroppy teenager. Based on your inability to write the word "that's" correctly, perhaps you are one. If so then maybe your attitude will improve as you mature.

Not surprised they mentioned the threat of €50 really, from your limited contribution here it wouldn't be one bit surprising if user error was the issue.

Pacing Mule

ceekay74 wrote: »

I'd rather get what I'm paying for without having to wait all week for it to be done.

What you're paying for includes that kind of standard in nearly all areas service level when things go wrong.

ceekay74

Yawns wrote: »

Grow up and stop taking a service company call out times as a personal affront. Your attitude serves to remind people of the retail thread where workers put up the rants they have to deal with from the customers. Me, me, me ****ing me.

I've been patient with them, now I'm annoyed. I'm not accepting what you're saying as a selfish rant. They should be able to keep their customers happy, or they'll leave. Which is what I'm very likely to do.

timetogo

OP. You're getting what you paid for and signed up for.
If you want a window for a time that suits you I'm sure UPC would be happy to charge more. Just ask them to quote you for that. It might add on €30 to €40 per month but you'll get what you want.
The fact that they're willing to come out on a Saturday is pretty good I'd think.

First world problems. I must record my programmes between now and Friday night.

ceekay74

runawaybishop wrote: »

You aren't happy because you think you are entitled to more, you are not though. Offer to pay more for a better call out time.

It's not an option as far as I'm aware.

ceekay74

timetogo wrote: »

First world problems. I must record my programmes between now and Friday night.

:pac:

ceekay74

Nonoperational wrote: »

UPC is owned by one of the largest cable companies in the world, and nowhere would a customer be able to dictate a call-out time of between 5-6pm only. It's unrealistic to have a 1 hour window.

How about a call out time of between 5 and 7, or 8, or 9!

happydayz182

ceekay74 wrote: »

I've been patient with them, now I'm annoyed. I'm not accepting what you're saying as a selfish rant. They should be able to keep their customers happy, or they'll leave. Which is what I'm very likely to do.

Leave to where? where are you going to go and be happy with a service?

When I ring SKY with a technical problem with my satellite dish they point me to nearest private technician that charges me 100 quid for the call out withing 10 days? What are you going to do when that happens and you have to fork up around 100 euro for a call out which you will still have to wait around for! Not only that but if you box breaks down after the warranty you will have to buy a new one as you own it!

If you get a private dish set up then who are you going to call when it goes tits up? Its going to be another private technician! And you are going to get charged!

There may be vaild reason for leaving UPC but this is not one of them. You are getting a call out that is costing you NOTHING extra and a very reasonable time frame with a time-frame for Satuday also provided.

First world problems...

runawaybishop

ceekay74 wrote: »

How about a call out time of between 5 and 7, or 8, or 9!

You aren't paying them enough for that.

Ken.

Just a word of warning op. The problem you described sounds like the problem I had with my upc box. If it is the same thing you'll need a new box. Everything you have recorded right now your going to lose.

ceekay74

happydayz182 wrote: »

Leave to where? where are you going to go and be happy with a service?

When I ring SKY with a technical problem with my satellite dish they point me to nearest private technician that charges me 100 quid for the call out withing 10 days? What are you going to do when that happens and you have to fork up around 100 euro for a call out which you will still have to wait around for! Not only that but if you box breaks down after the warranty you will have to buy a new one as you own it!

If you get a private dish set up then who are you going to call when it goes tits up? Its going to be another private technician! And you are going to get charged!

There may be vaild reason for leaving UPC but this is not one of them. You are getting a call out that is costing you NOTHING extra and a very reasonable time frame with a time-frame for Satuday also provided.

First world problems...

I don't think I have to justify leaving UPC, surely if I'm not happy I can leave without explanation of where I'm going? If I discover the next provider is as bad, I'll leave them. (Awaiting inciteful amusing comment as an answer to this)

And while it's funny to take the piss with "First world problems...." comments, I'm certainly not comparing it starving to death in a war zone.

ceekay74

ken wrote: »

Just a word of warning op. The problem you described sounds like the problem I had with my upc box. If it is the same thing you'll need a new box. Everything you have recorded right now your going to lose.

Was afraid of that. I've loads of rare music recorded.

happydayz182

ceekay74 wrote: »

Was afraid of that. I've loads of rare music recorded.

Your going to lose it anyway when you leave the service and they take back their box.