UPC have increased their standalone broadband charge without notification

IrishTonyO · 22-01-2010 08:12PM #1

Right guys UPC have increased their broadband standalone charge from €6 to €8. Checked my bill this morning and the increase was on it. I rang their customer support and complained and I was told that they could increase their fees any time they wanted and that they had put ads in the newspapers. She said that in the terms and conditions they can do this. I told them I was not informed and they basically said tough, that I could disconnect if I wanted. Then asked them about Comreg and they told me they are not regulated by Comreg.
I honestly do not see how they can just increase charges without first notifying their customers. I have sent a complaint to the consumers association, have been in touch with Comreg and have sent a complaint to UPC themselves.
Have always stood up for UPC in the past and it is not the cost of the increase, it is the fact that they just charged me without informing me.
I recommend that everyone paying the standalone charge complain to UPC, as if they get away with it now they will do similar things in the future.

chrism2007 · 22-01-2010 08:20PM

i got a letter saying mine was increased. apparently its to cover the costs of new tv stations. however the "free" speed upgrades dont seem to be free after all

IrishTonyO · 22-01-2010 08:24PM

Why would a standalone charge pay for extra TV stations that you don't get?
Have to say I am really not happy about this, is it true what I was told that Comreg don't regulate UPC? If so who does and who would be the proper authority to complain to.

chrism2007 · 22-01-2010 08:37PM

not happy with it myself. ive thrown out the letter now so im not sure the exact details.

i think it was a few of the +1 stations. nothing id watch anyway

chrism2007 · 22-01-2010 08:44PM

IrishTonyO wrote: »

Why would a standalone charge pay for extra TV stations that you don't get?
Have to say I am really not happy about this, is it true what I was told that Comreg don't regulate UPC? If so who does and who would be the proper authority to complain to.

id imagine they have to be regulated by comreg. what would make them so special that theyre not covered by consumer laws?
comreg arent just about money. they would regulate privacy and all that craic aswell

if its in the terms and conditions that you signed theres f**k all you can do except complain unfortunately.

maybe you should take a look at the T&C and find out if any clause is mentioned about cancelling. itll probably cost you more to move though

Sponge Bob · 22-01-2010 09:34PM

they are regulated by comreg but not as comprehensively as eircom voda or o2

IrishTonyO · 22-01-2010 10:23PM

I can understand that they can increase charges etc, but surely they have to give 30 days written notice beforehand?

dub45 · 22-01-2010 11:12PM

IrishTonyO wrote: »

I can understand that they can increase charges etc, but surely they have to give 30 days written notice beforehand?

The stand alone charge is the new line rental! Watch them catch up on Eircom rapidly!:rolleyes:

As I have pointed out on here a few times in the past (to much apathy it must be admitted) UPC reserve the right to increase charges by up to 15% before you are allowed break the contract and this at a time of deflation in the economy! This increase in the stand alone charge is 33.33% (and then there are all those mysterious administration charges which UPC reserve the right to inflict on their customers and which are only available on a non existent price list! (See para 6 of the T&C's for examples)

12. Cancellation Rights
You may cancel the Services at any time, and the minimum period obligations contained
in Paragraph 3 will not apply, in the following circumstances:
(i) if we materially change the Terms and Conditions as per Section 16 you may
terminate this Agreement in accordance with that section;
(ii) if we increase your Charges for the Services by more than fifteen (15) percent in any
twelve (12) month period, you may terminate your use of such Services by notifying us
within 30 days of such increase. During that notice period the increased Charges will
not apply to you;

Then there are all those mysterious administration charges which UPC reserve the right to inflict on their customers and which are only available on a non existent price list! (See para 6 of the T&C's for examples) How can a customer legally sign up to charges that are not quantified????

6.2 Late Fees: If you do not make your payments on time we may withdraw any
discount we may have given to you for payment in advance or for any other reason and
we may also charge you a Late Fee as per the Price List.

6.3 Other Charges. We may also charge you for the following, in advance or otherwise,
where applicable, including but not limited to: Connection Charges, Initial Payment
Charges, Usage Charges, Access Charges, Cancellation Charges, Paper Bill Fee,
Itemization Fee and other Miscellaneous Charges. If you want to change any of the
Services agreed to, we may charge you a reasonable administration fee. Any such fees
will appear in the Price List or in the other documentation that we provide to you. To
the extent permissible by law, we may charge you a fee for not using a particular
payment method or provide you with a discount for using a particular payment method.

I have asked UPC by email for this price list only to be told it is the list of charges for their product s that I should be looking at!!!

Elsewhere UPC make reference to notifying customers in writing of any change in terms and conditions. I have been with them in their various incarnations for over 40 years now and I dont think I was ever notified in writing of any changes in terms and conditions and certainly never by UPC.
Any reputable company would date the current terms and conditions and make available previous termes and conditions but hey this is UPC we are talking about here the company with no obligations whatsoever to its customers:

2.2 In supplying the Services we will always use our reasonable skill and care but are
unable to guarantee fault free performance. The Services are provided on a best efforts
basis and we do not warrant that any connection to, transmission over, or results of the
Equipment or the Services will meet your requirements or will provide uninterrupted use
or will operate as required or at any minimum speed, or error free. We can not
guarantee minimum bandwidth delivered to you and we can not guarantee that all data
traffic can be transported complete and without delay. If a fault occurs you should notify
us by contacting our customer management centre. If you are unable to access the
Services, you remain liable to pay all Charges that would otherwise apply.
2.3

dub45 · 22-01-2010 11:21PM

chrism2007 wrote: »

id imagine they have to be regulated by comreg. what would make them so special that theyre not covered by consumer laws?
comreg arent just about money. they would regulate privacy and all that craic aswell

if its in the terms and conditions that you signed theres f**k all you can do except complain unfortunately.

maybe you should take a look at the T&C and find out if any clause is mentioned about cancelling. itll probably cost you more to move though

Comreg have nothing go to do with consumer law.

comreg arent just about money. they would regulate privacy and all that craic aswell

No they wouldn't!

dub45 · 22-01-2010 11:27PM

IrishTonyO wrote: »

Why would a standalone charge pay for extra TV stations that you don't get?
Have to say I am really not happy about this, is it true what I was told that Comreg don't regulate UPC? If so who does and who would be the proper authority to complain to.

UPC appear to just dole out any old rubbish that comes into their heads and have no doubt that their customers will accept it - have you ever read their explanation for charging in advance?

Why am I being billed in advance?

You are billed in advance as our service is not a metered supply but a continuous service. We charge for the supply of the service not the usage. Similar to utilities such as telephone companies, supply charges are billed in advance.

Is there any logic or substance to that?

By the way that is one of the reasons I hate their late charges they are actually penalising people for not giving them an interest free loan on time!!!

foxyyyyy · 23-01-2010 09:20AM

UPC did the exact same thing to me last year only it wasnt their standing charges.. It was the cost of their tc, broadband and phone services..The price increased over 6 euro.. now some mite thing, well its only 6 euro.. well 6 euro in my pocket is definitely better than theirs! I didn't get a letter or anything either and when I called to complain they just said that they advertised it in the paper.. well what paper because I didn't see it in any paper...Then again when I asked they couldnt actually tell me the name of any... anyway, I recommend paying direct debit because you are paying so much more by not doing so and remember if you dont want to pay them because of x y or z, cancel it! They clearly have their customers by the balls.

I called about getting their telephone service (which was available at the time in the apts where I live) and was talking to the most ignorant pig ever. I asked if he could check the addresses of other blocks as I was 100 percent sure other people had it and he told me it wasnt on his computer so it couldnt be and when i repeatedly asked him to please check he hung up on me! Had I had his name, there would have been world war 3, official complaints you name it! Remember when you are talking to anyone in that office, be sure to get their full name, as it may come in useful if they tell you a big load of BS!!

foxyyyyy · 23-01-2010 09:35AM

Im just looking at my bill and I am paying for jan-feb services but what I notice is... the vat rate... .its still at 21.5%!!!

IrishTonyO · 23-01-2010 04:03PM

Anyone else checked their bills yet?

the_law · 23-01-2010 05:23PM

Yep, I've got it too, complaining on Monday...

IrishTonyO · 25-01-2010 04:16PM

Just received the reply from ComReg regarding regulation. Unlike what I was informed by Linda in UPC, Comreg do regulate them. I suggest everyone makes complaints to Comreg regarding this increase without notification. Haven't received a reply from UPC themselves yet or one from Consumers Association yet

Hi Tony
Thank you for your email.
We don’t regulate the TV aspect of the company, however we do when it comes to the phone & broadband side of it.
Regards,

dazzymc · 25-01-2010 05:03PM

Ok. so i've noticed an increase in my stand alone charge too. It's gone from €6.00 to €7.75. I called and asked why I was not informed and was told that it was on the website in all newspapers and on channel 001, (funny this one as I am being charged for not using their tv so how could I see it). I was also told that a letter was sent to me. I didn't receive one.

I called ComReg who told me to go back to them and tell them to release me from my contract at no cost to myself as they had broken the terms of my agreement. I tried calling 3 times and was placed on hold for 10 mins each time. I've sent an e-mail so will advise if anything comes back from that.

I find it annoying that the govt reduces the vat rate by 0.5% and instead of seeing a reduction in my bill, it actually increases by €1.75. I queried this with a supervisor in UPC and he said that the cost of running UPC was rising and they needed tocharge more. Bollix. It must be cheaper to run the company since they are cutting overheads etc.

Something needs to be done about this. Everyone affected should jam their phone lines and complain. Don't be complacent. If they think they can get away with this, they will keep hiling the prices.

D:eek:

IrishTonyO · 25-01-2010 05:07PM

Yes the more people complain about this the better and Comreg agrees that they have broken their own terms and conditions. I am waiting for a reply to my email from UPC and see what they have to say in that. I still think it is disgraceful that Linda in UPC who I was on the phone to, told me they were not regulated by Comreg, when I asked for the details of Comreg to complain to. I even said to her 'you provide telecommunications services and you are not regulated by Comreg?' and she said no and when I asked her who regulates them she told me no one.!!!

dazzymc · 25-01-2010 05:29PM

chrism2007 wrote: »

i got a letter saying mine was increased. apparently its to cover the costs of new tv stations. however the "free" speed upgrades dont seem to be free after all

Don't really understand how a stand alone charge for not having tv could be sold to me as an increase so I can get more tv stations in fairness.

dub45 · 25-01-2010 11:02PM

IrishTonyO wrote: »

Yes the more people complain about this the better and Comreg agrees that they have broken their own terms and conditions. I am waiting for a reply to my email from UPC and see what they have to say in that. I still think it is disgraceful that Linda in UPC who I was on the phone to, told me they were not regulated by Comreg, when I asked for the details of Comreg to complain to. I even said to her 'you provide telecommunications services and you are not regulated by Comreg?' and she said no and when I asked her who regulates them she told me no one.!!!

Unfortunately UPC in particular, but other isps too, see terms and conditions as applying only to customers rather than themselves. I have been ranting for ages about UPC's terms and conditions as I have long believed they are a disgrace. It is obvious from the tone of them that UPC see their customers as subjects to whom they issue instructions rather than people for whom they are providing a service which they are being paid good money for.

I doubt if it is some form of post modernist irony that UPC give the link to their Terms and Conditions as 'Small Print' in a very light grey colour on a bright background in particularly small print:rolleyes:

Anyways in clear black and white here is the term and condition which they have driven a coach and four through and they dont give a hoot and will continue to tell people lies about their actions.

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 if the modification,
amendment or substitution constitutes a material change to the Terms and Conditions.
Any such modification, amendment or substitution shall also be posted on our website at
www.upc.ie. If the modification, amendment or substitution constitutes a material change
to the Terms and Conditions, you have the right to withdraw from this Agreement 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.

And unfortunately they have nothing to fear from any regulatory authority it would seem. I know that some people are impressed with the extra speed they offer and so on but it is important to stand back and study their general behaviour and attitude to customers which makes me fear for the future when they have more and more people on triple play and essentially can do what they like.

dub45 · 25-01-2010 11:07PM

dazzymc wrote: »

Don't really understand how a stand alone charge for not having tv could be sold to me as an increase so I can get more tv stations in fairness.

This is typical of them - they dole out ill thought drivel to customers whom they obviously perceive as idiots who will accept any old crap from them.

Any person with even the smallest glimmer of common sense would know that such a letter is offensive.

dub45 · 25-01-2010 11:13PM

dazzymc wrote: »

Ok. so i've noticed an increase in my stand alone charge too. It's gone from €6.00 to €7.75. I called and asked why I was not informed and was told that it was on the website in all newspapers and on channel 001, (funny this one as I am being charged for not using their tv so how could I see it). I was also told that a letter was sent to me. I didn't receive one.

I called ComReg who told me to go back to them and tell them to release me from my contract at no cost to myself as they had broken the terms of my agreement. I tried calling 3 times and was placed on hold for 10 mins each time. I've sent an e-mail so will advise if anything comes back from that.

I find it annoying that the govt reduces the vat rate by 0.5% and instead of seeing a reduction in my bill, it actually increases by €1.75. I queried this with a supervisor in UPC and he said that the cost of running UPC was rising and they needed tocharge more. Bollix. It must be cheaper to run the company since they are cutting overheads etc.

Something needs to be done about this. Everyone affected should jam their phone lines and complain. Don't be complacent. If they think they can get away with this, they will keep hiling the prices.

D:eek:

You would have to feel sorry for them ok:rolleyes:

http://www.irishtimes.com/newspaper/finance/2009/1106/1224258186216.html

bryaner · 25-01-2010 11:30PM

dub45 wrote: »

You would have to feel sorry for them ok:rolleyes:

http://www.irishtimes.com/newspaper/finance/2009/1106/1224258186216.html

Jaysus feckin H

IrishTonyO · 26-01-2010 01:33AM

Added a poll, please let us know if you received written notification prior to stand alone increase this month

angel01 · 26-01-2010 10:53AM

Sorry

what is a standalone broadband charge?

IrishTonyO · 26-01-2010 10:55AM

If you only use UPC for broadband and not their TV and or phone service as well they charge you extra.

angel01 · 26-01-2010 10:56AM

IrishTonyO wrote: »

If you only use UPC for broadband and not their TV and or phone service as well they charge you extra.

Ah ok. I have their TV service as well as the broadband from them.

culturedkevin · 26-01-2010 11:57AM

Just rang to complain about same. Why the extra charge and the upgarde from 3mb to 5mb (my package) requires you to sign a new 12mth contract. She told me the price increase was due to upgrading the network around the country BULL SH1T the new customer in that area pay for that and as for the speed upgrade I didn't have to take the upgrade even though the letter they send out would lead you to belive that it was just a case of registeing for it.

When I said that when the contract was up I was going to leave she said thats fine and hung up. B1tch

Who the fcuk do they think they are? Its good to know they don't need my custom.

IrishTonyO · 26-01-2010 12:17PM

culturedkevin wrote: »

Just rang to complain about same. Why the extra charge and the upgarde from 3mb to 5mb (my package) requires you to sign a new 12mth contract. She told me the price increase was due to upgrading the network around the country BULL SH1T the new customer in that area pay for that and as for the speed upgrade I didn't have to take the upgrade even though the letter they send out would lead you to belive that it was just a case of registeing for it.

When I said that when the contract was up I was going to leave she said thats fine and hung up. B1tch

Who the fcuk do they think they are? Its good to know they don't need my custom.

Comreg has told me and others that you can leave them with no penalty as the price increase wasn't notified in writing beforehand, and that beaches their terms and conditions

bryaner · 26-01-2010 12:23PM

IrishTonyO wrote: »

Comreg has told me and others that you can leave them with no penalty as the price increase wasn't notified in writing beforehand.

Where to though?? IBB i dont think so kinda stuck between a rock and a hard

place

IrishTonyO · 26-01-2010 12:29PM

bryaner wrote: »

Where to though?? IBB i dont think so kinda stuck between a rock and a hard

place

Yeah I know. Like I say I wouldn't mind the extra charge, but just adding it on without notifying you isn't on.

bryaner · 26-01-2010 12:33PM

Wimax was being touted as the dogs bollox,

all imagine is offering is 7meg connection on

that, so taking contention into perspective

what would you get? (not that their in navan anyway)

UPC have increased their standalone broadband charge without notification

Did You Receive Notification in writiing of standalone increase 10 votes

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