NOW broadband confusing e mail warning

Farway

Just a warning about NOW broadband renewal e-mail near contract end, the one giving various options including do nothing & stay as you are

It seems from today's experience this was incorrect, my monthly payment has jumped to £33. I have just got off the phone with CS, and I'm not the only one confused and complaining, seems what they really meant was give us a ring to stay as you are, not do nothing

I suggest you check what is actually being charged. The CS agent was unable to drop me back to where I was & where I consider I should be, so I have reluctantly agreed to a new 12 months at a higher price of £25.99 inc. Anytime calls whilst making her aware i would be submitting a formal complaint

I have now submitted a formal online complaint and await the outcome and will keep you updated

Neil_Jones

Sorry I don't follow.  You didn't want to pay £33 but you've ended up paying £25.99 and you still opened a complaint?

What were you paying before?

MikeJXE

I'm guessing typo somewhere 

mgns

Neil_Jones said:

Sorry I don't follow.  You didn't want to pay £33 but you've ended up paying £25.99 and you still opened a complaint?

What were you paying before?

I'm assuming the OP was paying between £20-23 for Broadband and Anytime calls.

mgns

Thanks for highlighting this. Have other NOW customers on here, had the same problem?

The same confusing 'out of contract' e-mail did the rounds last year but my contract 'rolled on' without issue for me, at the same price.

I'm out of contract very soon and having looked at my account, next month’s bill is unchanged so no sign of a higher payment for me (at the moment).

Maybe, this is just a case of NOW taking the wrong amount from your account rather than a hidden change of contract.

If you have proof of your re-contract offer or next month’s bill being lower than £33, then surely that is enough to show to NOW in order for them to correct their mistake. If you do not have the original re-contract offer e-mail, then there should be a copy in the message section of your NOW account.

I’m not sure if you've been too hasty in agreeing to a new contract before fully escalating and exhausting the issue.

Farway

mgns said:

Neil_Jones said:

Sorry I don't follow.  You didn't want to pay £33 but you've ended up paying £25.99 and you still opened a complaint?

What were you paying before?

I'm assuming the OP was paying between £20-23 for Broadband and Anytime calls.

Sorry if my OP was as confusing as NOWs e mail, I was paying £21.99 for BB & Anytime calls

@mgns, I do have a copy of the e-mail which is why my complaint and using that as evidence, and like you, last year it rolled on without any problems

mgns

Good to hear that you have retained some proof and hopefully it will be sorted out. Where did you find out that others had encountered the same issue?

In my experience, NOW do seem to make mistakes around contract renewals and it’s best to be wary but they are quick to sort it out when highlighted. My re-contract e-mail is explicit in stating what I'm currently paying and that it will remain the same after my contract ends.

With that in mind, it seems odd that NOW Customer Service did not/could not try to honour your rolling deal.

Farway

mgns said:

Good to hear that you have retained some proof and hopefully it will be sorted out. Where did you find out that others had encountered the same issue?

In my experience, NOW do seem to make mistakes around contract renewals and it’s best to be wary but they are quick to sort it out when highlighted. My re-contract e-mail is explicit in stating what I'm currently paying and that it will remain the same after my contract ends.

With that in mind, it seems odd that NOW Customer Service did not/could not try to honour your rolling deal.

The CS agent told me, but I doubt very much that will count and"some recollections may vary" as Our late Queen said on another matter.

The agent was also working from home, so although conferring with colleagues it would not be the same as in a normal call centre and just asking around

savergrant

I think i am on the same deal, and it is something like half price broadband for the fixed term. Once I get the early warning of paying full price I will start shopping around.

Farway

Update with response from NOW. Looking promising

"I've sent your case off to see if we can have the £21.99 offer reinstated to your account, as this was laid out in the original email that you could continue with this offer."

Farway

Final update, all sorted & refund applied. Back to the £21.99 same as last year

A couple of things from the episode, seems NOW customer service does work and gets prompt resolutions, my first contact, via phone, was last Saturday, the e-mail confirming all sorted was yesterday, Wednesday

For reassurance and ease, I think in future I'd phone confirming offer and not rely on any confusing e-mail too much

"I can confirm that the original offer has now been reapplied. I can only apologise about this inconvenience."