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UPC 12mb/25mb/50mb/100mb BB confirmed.
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just as an FYI, i got my bill in the other day and i was being charged the extra price non-new customer rate for my 100mbps and phone, so i mailed support & got the usual canned "only for new customers" response.
i replied that this wasn't acceptable and that i knew some existing customers had been given the bundle €57 per month BB & Phone deal and didn't get the modem charge and asked that they either put me on the cheaper package or pass me on to customer loyalty as i was not happy.
1h later i get an email saying they passed me on to the relevant department and that they'd be in contact. 1h after that, i get a call from cust. loyalty saying they'd put me on the bundle package (no argument at all, i didn't even have to ask her again) and that it would be added to my bill, but that i'd have to pay the current bill and it would be credited back to me & that i'd need to sign up to a new 12 month contract, but that's not an issue since i've been on the 100mbps for 2 weeks on a new contract anyway.
so if you get charged the full whack, just kick up a fuss and they'll sort it out, no questions asked.
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Anyone else get charged two activation fees? Looks like they charged me for the phone and the broadband where as I thought there would only be the one for the bundle.
Surprise surprise....typical UPC...again
They messed up my bill too....
I moved from a regular €49.74 for the 30Mb (€42)+Standalone charge(€7.74) to 100Mb+Anytime World for what I was told (& according to their website) is a total of €62 per month..
Viewing my first online bill this evening after moving to the new bundle, I can see it looks like they are trying to charge me the individual 100Mb charge, a separate Phone+Anytime Charge and I've been charged phone usage (when I know we've only dialled local / national numbers since getting the phone) - all local/national call charges are meant to be included in the €62 per month bundle price..
I'll just have to remain calm & call them tomorrow morning..what a crap company to deal with in some respects - to be honest I sort of expected this to happen & knew I'd have to chase to get it sorted but its still a pain :mad:0 -
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There is a map of Dublin showing the upgrades to date.
http://www.upc.ie/media/2011/1/13/2011BuildPlanV13.png
My understanding is that they have to run fibre across the eves of the house and upgrade the substations to have the bandwidth for 50/100
I posted the other day saying that I tried to upgrade to the 50mb package but when I did it said that I was already on it but still have my 30mb speeds, guy rings from UPC a little while later and says that my area isn't upgraded yet I thought this was a little BS thinking he just didn't know but going by your map I am in the area in Drimnagh that isn't upgraded yet
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do what i did.I'll just have to remain calm & call them tomorrow morning..what a crap company to deal with in some respects - to be honest I sort of expected this to happen & knew I'd have to chase to get it sorted but its still a pain :mad:
first of all, just expect that they will always make a hames of it, that way you'll never be disappointed and if they do do something right, it'll be a nice surprise.
second of all, send an email to support saying they've overcharged you and ou know for a fact that existing customers have been getting the 'new customer' bundle price and having the modem fee waived and that if they can't do that for you, you'd like them to pass you onto the loyalty department to have it sorted out.
took a day or so for them to respond initially, but as soon as they did it was sorted in a couple of hours.
you'll probably have to sign up to a new 12 month contract on the bundle (because of their billing system), but it's only been out a couple of weeks, so you won't be losing much.
you also have to live with paying the extra on the bill and then having a refund for the overcharge credited to your account to come off your next bill, but it's a small thing really to have it all sorted imho.0 -
do what i did.
first of all, just expect that they will always make a hames of it, that way you'll never be disappointed and if they do do something right, it'll be a nice surprise.
second of all, send an email to support saying they've overcharged you and ou know for a fact that existing customers have been getting the 'new customer' bundle price and having the modem fee waived and that if they can't do that for you, you'd like them to pass you onto the loyalty department to have it sorted out.
took a day or so for them to respond initially, but as soon as they did it was sorted in a couple of hours.
you'll probably have to sign up to a new 12 month contract on the bundle (because of their billing system), but it's only been out a couple of weeks, so you won't be losing much.
you also have to live with paying the extra on the bill and then having a refund for the overcharge credited to your account to come off your next bill, but it's a small thing really to have it all sorted imho.
Thanks vibe666..
I was talking with their Customer Care Team this morning & to be fair - they acknowledged immediately something was wrong (I was expecting to have to fight etc..), although its hard not to miss the mess my bill is in
I'd no problem with the new 12 month contact - I was aware of that part & had been told that in advance of upgrading.
As is typical with these types of companies, I do have to wait for a credit to be applied on my 'next next' bill :rolleyes:
They've made some adjustment to the current one so its reduced (although I'll never understand why they can't fix things in one go..) & then I'll be credited more on the following bill & then from July, it should be €62 Per Month flat from that point.
Some part of the bundle had not been applied properly to my account so I was being overcharged & also in addition charged for all local & national calls (even though they could see I had Anytime World).0 -
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Anyone else get charged two activation fees? Looks like they charged me for the phone and the broadband where as I thought there would only be the one for the bundle.Surprise surprise....typical UPC...again
They messed up my bill too....
I moved from a regular €49.74 for the 30Mb (€42)+Standalone charge(€7.74) to 100Mb+Anytime World for what I was told (& according to their website) is a total of €62 per month..
Viewing my first online bill this evening after moving to the new bundle, I can see it looks like they are trying to charge me the individual 100Mb charge, a separate Phone+Anytime Charge and I've been charged phone usage (when I know we've only dialled local / national numbers since getting the phone) - all local/national call charges are meant to be included in the €62 per month bundle price..
Same here. An activation fee for €40 and an installation fee for €50. They do separate the broadband and phone on the bill, but the combined amount should be what you agreed to (€57 for 100Mb and phone).
It's not quite as bad as you think though. There will be a pro-rata charge from when you upgraded to the bill date (mine was dated May 21), and the back charge goes from May 12th to 20th, with the 1 month running from May 21st to June 20th. This will result in a slightly more than €57 charge for the broadband and phone. In my case, it's 8 extra days, which is €15.20 for both.
Now, this is where you need to check something, as they applied the pro-rata from the date I ordered (12th), and not the day it was installed (16th), so there should have only been 4 days applied and not 8.
Next charge was €40 for equipment activation, which I was told about by the Retentions Dept, and I accepted. But there was also an installation charge of €49.99 which I was not told about, and would not have accepted. They say this is for the technician visit, but I was told that it would be a single €40 for installation/activation.
At the end of the bill you'll see the credits for disconnecting your old service. In my case, this was disconnect of 30Mb, from the 16th of May. Interesting that they were charging me for 100Mb from the 12th, but got the disconnect of 30Mb correct on the day of install. This credit is actually correct. There is also a credit back on the remaining stand alone charge, which they dated the 13th on my bill.
So, I rang them earlier and got all that taken off. My bill is €148.67, and they owe me €57.59, which they won't credit until the next bill. My next bill should therefore be -59c.
I'll be watching that one closely, and they better not fu*k that one up too.0 -
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