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NTL Max Pack

  • 16-05-2010 11:27PM
    #1
    Walker34
    Registered Users, Registered Users 2 Posts: 425 ✭✭


    Hi,
    I purchased the NTL Max Pack bundle back in 2007? sometime and spent a long time researching the various options available at that time. I was GUARANTEED on numerous occasions that the monthly charge was €86, and NO there were no hidden charges and it was a straight up deal.

    Well its now 2010 and I have NEVER had one bill for the stated amount, in fact it is invariably between €110 or €130+. That's a 40% increase on the quoted price.....and no I don't make €35 worth of mobile calls a month, from my land line and very rarely ring outside Ireland.

    Anyone else have a similar experience?


Comments

  • #2
    angel01
    Closed Accounts Posts: 7,030 ✭✭✭angel01


    What does it say on your bill for the charges?


  • #3
    Walker34
    Registered Users, Registered Users 2 Posts: 425 ✭✭Walker34


    My bill LISTS a number of services which NTL included under this umbrella of The MAX Pack.
    I have:-

    Cable Digital Max
    Extra point Special
    Digital Telepony-Anytime Pack
    Digital Telephony-Basic
    UPC Broadband Ultra

    I rang them today and they now say my account has changed to include The World Pack for €18/month extral even though I make virtually NO international calls.....I use Skype for that. When I protested they said that I requested it (which I never did) and that the Anytime pack no longer existed....and was discontinued.
    I did ENQUIRE about having a second television in a seperate room, but made NO form decision at that time.

    She said she would have to get the recording of my conversation on the 4th of May and that her supervisor would be involved......almost threatning me with "THE SUPERVISOR", how Orwellian huh?Now I`m thinking of dumping these shower for a different provider like Sky.
    What are they like to deal with?


  • #4
    elnino35
    Registered Users, Registered Users 2 Posts: 57 ✭✭elnino35


    Walker34 wrote: »
    My bill LISTS a number of services which NTL included under this umbrella of The MAX Pack.
    I have:-

    Cable Digital Max
    Extra point Special
    Digital Telepony-Anytime Pack
    Digital Telephony-Basic
    UPC Broadband Ultra

    I rang them today and they now say my account has changed to include The World Pack for €18/month extral even though I make virtually NO international calls.....I use Skype for that. When I protested they said that I requested it (which I never did) and that the Anytime pack no longer existed....and was discontinued.
    I did ENQUIRE about having a second television in a seperate room, but made NO form decision at that time.

    She said she would have to get the recording of my conversation on the 4th of May and that her supervisor would be involved......almost threatning me with "THE SUPERVISOR", how Orwellian huh?Now I`m thinking of dumping these shower for a different provider like Sky.
    What are they like to deal with?
    NTL eh...when are they EVER going to improve!!!....Sky are not much better to deal with when a problem arises, but the service is SO much better and the HD picture is superb...for what your already paying out, I'd cancel everything bar your broadband wiyh upc and get yourself a decent tv pack...good luck!!


  • #5
    nocal
    Registered Users, Registered Users 2 Posts: 798 ✭✭✭nocal


    Walker34 wrote: »
    My bill LISTS a number of services which NTL included under this umbrella of The MAX Pack.
    I have:-

    Cable Digital Max
    Extra point Special
    Digital Telepony-Anytime Pack
    Digital Telephony-Basic
    UPC Broadband Ultra

    I rang them today and they now say my account has changed to include The World Pack for €18/month extral even though I make virtually NO international calls.....I use Skype for that. When I protested they said that I requested it (which I never did) and that the Anytime pack no longer existed....and was discontinued.
    I did ENQUIRE about having a second television in a seperate room, but made NO form decision at that time.

    She said she would have to get the recording of my conversation on the 4th of May and that her supervisor would be involved......almost threatning me with "THE SUPERVISOR", how Orwellian huh?Now I`m thinking of dumping these shower for a different provider like Sky.
    What are they like to deal with?

    It appears that a lot depends on the person that you get on the phone. I ordered a pack from UPC recently and a second box for the second room. When the first bill came in they were trying to charge me for installation of the second point. The second point had been there for years. I rang up and they said that they would investigate. The charge was removed.
    I rang back as I was not convinced that my bill was right. And it wasn't - a remaining charge for a second basic point had been left on it. As soon as they spotted this, they removed it.
    I'll have to wait until the next bill to see if all is right.

    Now if only my service actually worked properly, but I have been promised a refund for the time it is not working properly. This will be applied when it is fixed. (The HD channels keep on breaking up, and all channels drop out on the multiroom box.)

    As a slight aside, I have rung UPC about 6 times since the installation and have managed to get to speak to someone without delay. In the past you always had to stay on hold for ages (20 minutes or more) before you got to speak to someone.

    I would advise you to call back to check on the status of your call and make sure that it is being followed up and has been assigned to the correct department.


  • #6
    lensman
    Registered Users, Registered Users 2 Posts: 1,326 ✭✭✭lensman


    move to sky, keep upc BB & use blueface for your voip phone service ( €149 a yr for all you landline calls to Ireland & UK..€250 a yr for all LL calls anywhere in the world).... thats my setup,....


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  • #7
    angel01
    Closed Accounts Posts: 7,030 ✭✭✭angel01


    I have never had an issue with UPC and really like them, I have ordered the HD box and hopefully will hear back from the courier Wednesday & Thursday, all going well for me :)


  • #8
    deanh
    Registered Users, Registered Users 2 Posts: 303 ✭✭deanh


    Walker34 wrote: »
    Hi,
    I purchased the NTL Max Pack bundle back in 2007? sometime and spent a long time researching the various options available at that time. I was GUARANTEED on numerous occasions that the monthly charge was €86, and NO there were no hidden charges and it was a straight up deal.

    Well its now 2010 and I have NEVER had one bill for the stated amount, in fact it is invariably between €110 or €130+. That's a 40% increase on the quoted price.....and no I don't make €35 worth of mobile calls a month, from my land line and very rarely ring outside Ireland.

    Anyone else have a similar experience?

    If you were guaranteed a price of €86 in 2007 and have never had one bill for that amount, Why have you waited until 2010 to query it??


  • #9
    campo
    Registered Users, Registered Users 2 Posts: 3,369 ✭✭✭campo


    elnino35 wrote: »
    NTL eh...when are they EVER going to improve!!!....Sky are not much better to deal with when a problem arises, but the service is SO much better and the HD picture is superb...for what your already paying out, I'd cancel everything bar your broadband wiyh upc and get yourself a decent tv pack...good luck!!

    from what I can see your bill would be 93.75 ( and that is before any phone calls are charged ) I would ask them to put you on the Fibre Ultimate deal that is 95 and at least you will get HD and Sky sports with that


  • #10
    mgsrocks
    Registered Users, Registered Users 2 Posts: 601 ✭✭✭mgsrocks


    campo wrote: »
    from what I can see your bill would be 93.75 ( and that is before any phone calls are charged ) I would ask them to put you on the Fibre Ultimate deal that is 95 and at least you will get HD and Sky sports with that

    Don't think he can, your not able to add mutliroom to the ultimate package so he wouldn't be eligible for that deal.
    My bill LISTS a number of services which NTL included under this umbrella of The MAX Pack.
    I have:-

    Cable Digital Max
    Extra point Special
    Digital Telepony-Anytime Pack
    Digital Telephony-Basic
    UPC Broadband Ultra


  • #11
    campo
    Registered Users, Registered Users 2 Posts: 3,369 ✭✭✭campo


    mgsrocks wrote: »
    Don't think he can, your not able to add mutliroom to the ultimate package so he wouldn't be eligible for that deal.


    The extra point special is free though is that not a analogue point that is free when you have a dtv point , and you can have MRV when you are on one of the packages you just pay the 5e extra per point


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  • #12
    mgsrocks
    Registered Users, Registered Users 2 Posts: 601 ✭✭✭mgsrocks


    campo wrote: »
    The extra point special is free though is that not a analogue point that is free when you have a dtv point , and you can have MRV when you are on one of the packages you just pay the 5e extra per point

    UPC can't seem to give me a straight answer on this. I'm looking to switch to them and rang up to discuss packages (I'm already paying for two TV points and getting basic analogue TV in both). On the phone I was told I could get Fiber ultimate and add €5 for multiroom (costing €100 a month) but Jason from UPC says different:

    http://www.boards.ie/vbulletin/showpost.php?p=65873558&postcount=164

    Not sure who to believe...


  • #13
    campo
    Registered Users, Registered Users 2 Posts: 3,369 ✭✭✭campo


    mgsrocks wrote: »
    UPC can't seem to give me a straight answer on this. I'm looking to switch to them and rang up to discuss packages (I'm already paying for two TV points and getting basic analogue TV in both). On the phone I was told I could get Fiber ultimate and add €5 for multiroom (costing €100 a month) but Jason from UPC says different:

    http://www.boards.ie/vbulletin/showpost.php?p=65873558&postcount=164

    Not sure who to believe...


    Oh maybe I am wrong then I just presumed if you had a bundle you could add MRV to it and just pay the extra 5e pm


  • #14
    mgsrocks
    Registered Users, Registered Users 2 Posts: 601 ✭✭✭mgsrocks


    campo wrote: »
    Oh maybe I am wrong then I just presumed if you had a bundle you could add MRV to it and just pay the extra 5e pm

    I'll be switching over in the next few weeks so I'll let you know how it goes, it would seem ridiculous if they wont let me seeing as how I already have the extra point installed. They'll hardly come out and uninstall it when I'm willing to pay for it.

    I just wish UPC staff would learn the answers to these type of questions. How can the sales staff say is possible and the customer service staff say it's not!

    Does anyone on here have the Fiber Ultimate package with mutliroom as an extra?


  • #15
    Walker34
    Registered Users, Registered Users 2 Posts: 425 ✭✭Walker34


    Today I rang back to check if my Anytime telephony back was re-instated, and Ronke changed it while on the phone to her. Remembr-on monday they told me it was no longer available........We will see if that happens.

    I rang back again and spoke to Monika and asked for an additional point to be installed and was assured it is €5/month extra after an initial charge of €50 for the box and €20 to switch it on. I will be scrutinizing the details of what I am being charged closley.

    The key to TRYING to understanding the pricing of any of these products is to fully understand how the charges are levied.....the devil is in the detail. The sales guy will make it sound as attractive as possible and will not give you that detail......even if you ask them repeatidly. For me telephony

    I found out today that DTAP stands for Discount for Anytime Calls, which is one of those mysterious items on your bill. They list individual charges for each call you make,totalise it, and then refund it under DTAP so that the total amount charged is €9.99 for the Anytime pack and an additional €6 for the Basic pack....totalling €16 for telephony.

    Why there are 2 packs listed under telephony serves to confuse and fudge the issue, and DTAP makes it almost mystical.......even for an accountant.

    It is really annoying when the details of your account are changed without you being clearly notified.....it should be done in writing, but it seems NTL dont do this as a rule.


  • #16
    Walker34
    Registered Users, Registered Users 2 Posts: 425 ✭✭Walker34


    I feel vindicated by your post......Im not unique in having a similar confusing experience when ringing UPC. A LOT does depend on the person you get on the phone....some really give you the run-around. I also found that it is not necessary to sit through the endless answering machine adverts if you know the service you want. I dial 1908 then 1,then 1,then 3,then 1 and that gets me to the cue.


    nocal wrote: »
    It appears that a lot depends on the person that you get on the phone. I ordered a pack from UPC recently and a second box for the second room. When the first bill came in they were trying to charge me for installation of the second point. The second point had been there for years. I rang up and they said that they would investigate. The charge was removed.
    I rang back as I was not convinced that my bill was right. And it wasn't - a remaining charge for a second basic point had been left on it. As soon as they spotted this, they removed it.
    I'll have to wait until the next bill to see if all is right.

    Now if only my service actually worked properly, but I have been promised a refund for the time it is not working properly. This will be applied when it is fixed. (The HD channels keep on breaking up, and all channels drop out on the multiroom box.)

    As a slight aside, I have rung UPC about 6 times since the installation and have managed to get to speak to someone without delay. In the past you always had to stay on hold for ages (20 minutes or more) before you got to speak to someone.

    I would advise you to call back to check on the status of your call and make sure that it is being followed up and has been assigned to the correct department.


  • #17
    elderlemon
    Registered Users, Registered Users 2 Posts: 1,014 ✭✭✭elderlemon


    UPC are getting better. I had problems with both my TV and new broadband installation. All were sorted out in pretty short order and in the week since then I've had no less than 3 calls from UPC asking if everything is now ok.

    That would never have happened before. As others have said -it can depend on who you get on the phone. The good ones are really good and the bad ones are well, crap.


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