Misquoted broadband package - urgent advice please - *RESOLVED*

southerngirl_2

Evening all,

I have posted this on the Consumer Rights part of the forum but thought some people here may have some helpful advice.

Can anyone offer any advice on the following issue. Apologies for the long thread but I haven't complained before at this level and I would like to know exactly what my rights are regarding this matter.

I recently moved house and enquired about broadband packages with a number of providers - my main priority above all else was unlimited downloads.

One well known internet provider quoted me a package with a fixed price which included unlimited downloads, I was very pleased with this offer. I have been caught out in the past where I've been told contradicting information by internet provider staff so I called the company back an hour later and spoke to another member of staff who confirmed that yes what I had been told was accurate and yes I'd receive unlimited downloads at the price quoted. A week later I spoke to the company again regarding another matter and during this call I confirmed once again the package I would receive and I was told that yes it included unlimited downloads for the price I'd originally been quoted.

Three weeks on - I've moved house, received my first bill from the internet provider and spoke to the company for a breakdown of my bill. During this phone call I was told that I had a download limit of 40GB which totally contradicted what the internet provider staff had told me during three phone conversations which I specifically asked for confirmation that I would receive unlimited downloads for the price quoted.

I have emailed the company clearly stating who I spoke to, on what day and time and what I was told. I've requested the company to listen to the phone calls that took place so they will hear what their staff are telling customers. I have been given a phone no. to call them on tomorrow to discuss my letter of complaint and 'what I would like'.

I would simply like to receive what I was told I would receive by the staff I spoke to which is unlimited downloads at the price I was quoted. Can anyone please advise me what my rights are so I can back myself up when I speak to the company tomorrow.

Thanks for reading and any advice you can offer.

hippey

You don't say who this provider is, I guessing SKY??

The only thing I was thinking is I think the unlimited option in in thier network area, otherwise it's 40GB. This might have changed, I'm sure someone will correct me if I'm wrong.

But exactly who & what package have you signed upto??

ruggedtoast

What did the company say when you complained?

southerngirl_2

It was Virgin Media. I've have just spoken to the Chief Executives office and they have agreed to honour the terms of the package I was told I would receive. So I'm a very happy customer and I was very impressed how quickly and smoothly my complaint was dealt with.