Can fixed tariff be changed?

goodValue

I can't see how they can renege.
I have heard in the last couple of years of verbal agreements being legal, so if it is in writing, there is an even stronger case.

My october letter was a formal complaint.

I had phoned them a number of times before October, and received very poor service including incorrect information and promises that never happened. So I decided it was a waste of time phoning and it would be much better to have discussions in writing. However, emails and texts were blocked.

MWT

goodValue said:

I can't see how they can renege.
I have heard in the last couple of years of verbal agreements being legal, so if it is in writing, there is an even stronger case.

Perfectly easily, the transcript will almost certainly show that they said they would 'make the request for you'... the request was rejected.

They have been happily rejecting most of the requests made because the tariff was not supposed to be available.

So far at least, I have not seen one case where the Ombudsman has enforced moving someone to a closed tariff due to an error on the part of a CS agent. You may however get a token gesture for poor customer service.

lisyloo

goodValue said:

I can't see how they can renege.
I have heard in the last couple of years of verbal agreements being legal, so if it is in writing, there is an even stronger case.

My october letter was a formal complaint.

I had phoned them a number of times before October, and received very poor service including incorrect information and promises that never happened. So I decided it was a waste of time phoning and it would be much better to have discussions in writing. However, emails and texts were blocked.

Well they are reneging in lots of cases.
”mistakes” are not enforceable so having proof of a mistake doesn’t gain you much.
the ombudsman doesn’t seem to be enforcing either.

completely agree with you about poor service but the most you can hope for is a gesture of goodwill.
i don’t think you have any chance of forcing the fix.

they have generally been responding well to complaints raised by chat.
lack of access to internet doesn’t help unfortunately.

goodValue

”mistakes” are not enforceable so having proof of a mistake doesn’t gain you much.

This is going beyond my knowledge/experience.
However, if an agreement is made, then I thought that this was enforceable.
If one of the parties then make a mistake afterwards, why should that invalidate the agreement?

I do have limited access to the internet, and had tried emailing them on many occasions before sending the complaint letter.

MWT

goodValue said:

”mistakes” are not enforceable so having proof of a mistake doesn’t gain you much.

This is going beyond my knowledge/experience.
However, if an agreement is made, then I thought that this was enforceable.
If one of the parties then make a mistake afterwards, why should that invalidate the agreement?

I do have limited access to the internet, and had tried emailing them on many occasions before sending the complaint letter.

The problem you have is you've not 'made an agreement', you have a CS rep saying they are going to request that you be moved to the tariff.

Those who have been lucky with requesting the move mostly got there by talking to someone who was able to actually move them to the tariff immediately.

You position would be stronger if you have been moved to the tariff and received the confirmation email that you were on the tariff, that would constitute acceptance of your request.

Even then I suspect they might reverse it if the mistake was noticed.

With just a request and no new tariff all you've got is 'poor customer service' and possibly £30 compensation if you are lucky.

goodValue

The problem you have is you've not 'made an agreement', you have a CS rep saying they are going to request that you be moved to the tariff.

I was told that I would be moved to the new tariff. I was NOT told that a request would be made.
So at that point, as far as I understand, an agreement had been made.

MWT

goodValue said:

The problem you have is you've not 'made an agreement', you have a CS rep saying they are going to request that you be moved to the tariff.

I was told that I would be moved to the new tariff. I was NOT told that a request would be made.
So at that point, as far as I understand, an agreement had been made.

Good luck...

lisyloo

goodValue said:

”mistakes” are not enforceable so having proof of a mistake doesn’t gain you much.

This is going beyond my knowledge/experience.
However, if an agreement is made, then I thought that this was enforceable.
If one of the parties then make a mistake afterwards, why should that invalidate the agreement?

I do have limited access to the internet, and had tried emailing them on many occasions before sending the complaint letter.

You appear to be not listening to many others about the experiences of dozens of other people.
you don’t have a written contract.
some one who’s first language is not English said they would move you to the tarriff. I have no doubt your recall is correct on this as Ive had a commitment myself several times (and kept the transcript).
however that person was incorrect and several of us are telling you that is not enough to hold them to it and you are not accepting that.
you can complain and get a goodwill gesture of compensation for their mistake but you never had a contract and I’m certain you won’t get put on it.
your lack of internet access is making things harder for you.

you would have been better off repeatedly trying to get it done, rather than complaining about it as likely you would have been successful if you’d kept trying.

If you still don’t want to listen them
1) complain
2) go to ombudsman
3) pay to take them to court 

I think you’ll lose but there’s nothing stopping you ignoring us and taking them to court if you think you know better.

400ixl

I requested it 3 times and got told it would happen. Every time it did not. On the 4th ask it did get done.

So asking and being told it would happen does not mean it will and at no point was i told there was any issue or rejection, it just didn't happen. So unless you can see it on your account then you won't be on it.

Haven't received any letter / email about a price rise in April due to having successfully got onto the tariff so that suggests you weren't successful unfortunately.

lisyloo

I requested zero fix about 6 times and I had one transcript that was a definite commitment to putting me on the tariff.
It did not get changed and I received no comms.
i then complained and got dealt with quickly and offered £50 but they would not switch me despite the written commitment.
i then asked for an exclusive fix and got that first time plus an email with a written contract saying “you’re on your new tarriff”.

others have had corresponding experiences.
not having internet would have cost me hundreds on pounds over the next 18 months.