O2 Broadband - bad experience!!! - 15th Oct 2010 12:22pm
Just a little rant...
12 months ago we left Sky to go to o2 for faster broadband - the first 3 months were free and after that it would be £7.50 a month. We set up the direct debit and everything seemed fine from then on. However, after the 3 months they decided not to take the direct debit from our bank account (a fact we did not discover until last month as it is a bills account, it is always in credit)
Anyway, 12 months later they suddenly cut the broadband off and when I called I was informed that we owed them £69.50 and they wouldn't reconnect us or give us a MAC code until we paid. Now although I understand, we do owe them the money, I wasn't happy that they hadn't alerted us to the fact that we owed money beforehand - we received no letters, only emails which said 'Thank You for your payment your account balance is £0.00'. I'd been on the phone to them 2 months earlier when there was an issue with the wireless box and no-one informed me then that I owed them money, they even sent me a new wireless box with no question asked!!
Eventually they saw my point and they agreed that they should have cut the internet off a lot sooner than they did and they would reconnect us and we could pay the £69.50 over the next few months. I ALSO at this stage checked the direct debit details with them and with my bank to check everything was ok that end.
Yesterday they cut the broadboand off again so I rang up again to be informed that I HAD cancelled the broadband and there was no way they could reconnect it. I said that I had done no such thing and could I have the MAC code to change provider as I was sick of their customer service. I paid the £69.50 in full at this point as I just wanted rid of them.
Long story short they won't give us the MAC code as they say we've cancelled the account. Myself or my husband haven't cancelled anything and their customer service is extremely poor. They are argumentative and rude! Here are a few quotes....
"We did! We did send you an email to tell you you were in debit. It's not our fault if you don't check your bank account,"
"Well I could put it into the system to generate a MAC code but I won't because I know it won't work,"
"You shouldn't have cancelled your account then if you want to be reactivated..."
Do we have a right to complain in writing does anyone think??
Thanks!!!
12 months ago we left Sky to go to o2 for faster broadband - the first 3 months were free and after that it would be £7.50 a month. We set up the direct debit and everything seemed fine from then on. However, after the 3 months they decided not to take the direct debit from our bank account (a fact we did not discover until last month as it is a bills account, it is always in credit)
Anyway, 12 months later they suddenly cut the broadband off and when I called I was informed that we owed them £69.50 and they wouldn't reconnect us or give us a MAC code until we paid. Now although I understand, we do owe them the money, I wasn't happy that they hadn't alerted us to the fact that we owed money beforehand - we received no letters, only emails which said 'Thank You for your payment your account balance is £0.00'. I'd been on the phone to them 2 months earlier when there was an issue with the wireless box and no-one informed me then that I owed them money, they even sent me a new wireless box with no question asked!!
Eventually they saw my point and they agreed that they should have cut the internet off a lot sooner than they did and they would reconnect us and we could pay the £69.50 over the next few months. I ALSO at this stage checked the direct debit details with them and with my bank to check everything was ok that end.
Yesterday they cut the broadboand off again so I rang up again to be informed that I HAD cancelled the broadband and there was no way they could reconnect it. I said that I had done no such thing and could I have the MAC code to change provider as I was sick of their customer service. I paid the £69.50 in full at this point as I just wanted rid of them.
Long story short they won't give us the MAC code as they say we've cancelled the account. Myself or my husband haven't cancelled anything and their customer service is extremely poor. They are argumentative and rude! Here are a few quotes....
"We did! We did send you an email to tell you you were in debit. It's not our fault if you don't check your bank account,"
"Well I could put it into the system to generate a MAC code but I won't because I know it won't work,"
"You shouldn't have cancelled your account then if you want to be reactivated..."
Do we have a right to complain in writing does anyone think??
Thanks!!!
