Origin - awful customer service

Shazzd66

Following Origins disgraceful treatment of myself I did not renew my contract. I had a final bill of £32.98 this was paid in September 2020. October I received a text threatening me with court due to owing £16.99. Called customer service told I owed zero and a note put onto my account to state this. 07/11/2020 I received another text stating my debt had been passed to court. They are now stating I owe £29.90. I am at my wits end with Origin where do I go from here please?

Farway

Do you have a paper trail, or e mails / texts stating you owe nothing?

Not 'phone calls which can be forgotten or denied?

If not I suggest you contact CS sharpish and get them to text / e mail or whatever [not verbal] to affirm you owe nothing

Once you have that you can then reply to whoever it is and show them that

Do keep records just in case it goes bad

matelodave

Once you get an inkling that stuff is going awry, stop phoning, only communicate by e-mail or snail mail so you can keep evidence of all mail and you should record dates and times of phone calls (take the name of the customer rep, just in case)

mohammed1111

If they have webchat confirm the details with them on there and then keep the transcript, failing that go via Resolver it's worked for me in the past 

Technophobe01

I too am having issues with Origin. We have been customers since July and not long after we started having problems with our Sky tv service. Programmes failing to record and On Demand function next to useless. I  contacted Sky who did a variety of remote diagnostics on our old Sky HD box and said that they couldn't find anything wrong so presumed that the box, being of the age it was, was most likely corrupted. Unfortunately, they no longer supply HD boxes so I reluctantly agreed to the new Sky Q service. When the engineer came to install the new Q box certain features weren't working. Namely, On Demand. The engineer spent the best part of 3 hours trying to resolve it. To no avail. The engineer then, using his iPad, created a wifi hotspot and linked the Q box to this and all services worked perfectly. Therefore, it was deduced that it was the router that was at fault. I then contacted Origin, took forever to get through, and they eventually did something in the background talking me through various online pages, and hey presto, it was resolved. I thought great. But no a few weeks later same problem. I called them, again took almost an hour to get through. I was advised during the course of the conversation that they were aware of a problem with customers who had Sky. Anyway, we got it working again, following similar instruction. Lasted 5 weeks, called again, advised that they ( Origin) were aware of the problem and were in contact with Sky. It was resolved again.  Similar timeframe followed but this time, after almost 1.5 hours on hold! I eventually spoke with someone who tried similar actions online and couldn't fix it. I was then informed that there was an issue whereby Sky transmitted at 1500+ MTU? and there box only worked up to 1492 MTU.  I was then advised that the call handler couldn't do anything further and that he had passed the details ul the chain of command and I should hear back.  He then advised that I could bypass any issues and to purchase an upgraded router, advised of the specifications I required.  Since then I have waited 10 days and no contact from Origin. I have looked into the price of a new router and feel that it is beyond my means and principles. I have since been in touch with Origin today and they are again insisting I purchase a compatible router from them. I'm at my wits end. I have advised that I have collated transcripts of all conversations and will be putting a dossier together in preparation of a formal complaint to Ofcom if a resolution can't be met. As a disabled person working from home I need reliable internet access otherwise I would have cancelled my contract and moved mh business elsewhere. I need advice on what to do.