I placed an order today for the Black Friday offer of Superfast Fibre Broadband £5/month for 18 months with half-price line rental £8.85/month for 12 months and then £17.70/month. The girl I was talking to add the Plus TV package to this but when I went away and thought about, I decided I didn't want the TV package, I just wanted the £5/month Fibre offer.
I already have a YouView box and a Roku box, I only ever watch on demand content, I don't use Live TV, so it's not worth me having the extra TV and on 1 December I will be able to add the calls package as a free customer upgrade, so it's just not worth me paying the extra. I'm better off going with the simple Fibre Broadband package.
I called customer services to change my order and got through to the Indian call centre. They didn't seem to recognise that I was talking about a new order that I wanted to change, they kept talking about it as if it was a package I was already on. When I tried to explain to them that I just wanted to change the order that I'd placed 10 minutes previously, they insisted that the offer I was talking about didn't exist, that fibre is only available with a TV package. When I finally convinced them to accept that there was a Broadband Only package they went on to say that I was currently paying £10/month plus £17.70/month line rental. I told them that this was wrong, the order I had placed was £5/month plus £8.85 but even their manager insisted that this offer did not exist and that Black Friday deals only included TV.
Even when I read the details of the offer directly from your own website and suggested they look at the website for themselves, they still wouldn't accept it ... every few minutes the customer service agent would talk to her manager but she wouldn't mute the phone so I could hear her sarcastically saying "This customer knows everything ... he tells us the offers ..." When I asked to be put through to the UK call centre, she denied being able to do this and claimed that they have no UK numbers in their directory. In the end I was so exasperated I just hung up!
Can one of the OCEs please look into my account and check my order and change it so that I get the Black Friday Fibre only offer without the TV or call package please?