to Legal Eagles out there can you advise

Anni_nOMin_oustwo

Good morning to all, I did a U-Switch broadband deal with Pop-telecom. I have the salesman's transcript with the relevant bit here... 

3:41 PM

Markus, the 18month contract, that is fixed correct, no unexpected price rises along the way, plus the unlimited calls

Markus - Sales Support Agent

3:41 PM

Guaranteed no price rise, Price is VAT inclusive too

but guess what, 6 months into this deal I have been hit with the April 14% price hike, I have 12 months of the 18 month deal left to go is there anything I can do.

I would appreciate any advice

Ryan_Holden

It's common practice, somewhere in your T&Cs there will be the standard spiel about CPI plus 3.9% each April.

A lot of us have just had this with Talk Talk and Virgin, you'll need to call up and argue the case. Someone else presented a guide the other day about how you may have rights if it wasn't made clear to you at sign up that this would be the case.

https://forums.moneysavingexpert.com/discussion/6434409/ofcom-how-to-freeze-your-broadband-inflation-price-rise-without-switching#latest

Anni_nOMin_oustwo

Thank you for that info, I will follow up that link later before I get into a conversation with them, I even have it in print form their salesman that there will be no price increase

Anni_nOMin_oustwo

In between my housework Ryan, I just peeked at your link, very interesting, I think I must have a case to freeze when I have the salesman telling me in print, there will be no price rises

Anni_nOMin_oustwo

I have just been in touch with pop-telecom, They have told me the rise is down to the goverment not them and they can do nothing, it is a yearly CPI +3.9%. I told her I had the transcript that there would be on price rise, and I was again given the goverment price rise speel. She told me it was in the small print and on every bill since joining, so I asked to be transfered to the leaving team and she said thay wont be able to do anything, but I insisted and was put on hold, she came back with "nobody was available" and they will call me back ASAP but that could be in several days because they are very busy. I said I'm not suprised at that and ended the call.

Ryan_Holden

Keep on at them, you can at the very least negotiate a discount. It's nothing to do with the government though, your operator is confused.

DullGreyGuy

Its not clear what the transcript says... it starts with "no unexpected rises" which is true, there is just the annual price increase which is defined in your contract as CPI + 3.9% with a floor of 3.9% (I'd imagine) which is therefore full expected. 

Anni_nOMin_oustwo

Yeah I guess it was true, no UNEXPECTED price rises because the rise is built in, my fault for taking him at his word, being economical with the truth.
I recorded the call we had earlier today, we all have experienced "this call may be recorded for training purposes blah blah", so I used my mobile to record our converstaion. Thing is even with this increase it still isn't too bad a deal £26.10 with unlimited calls. I might just try again if they bother to call me back, but if not I will bite the bullet staying putt. I won't take a salesmans word for anything in the future though, either I'll be asking the question or reading the small print. When my contact expires I will be moving on. 

iniltous

Anni_nOMin_oustwo said:

I have just been in touch with pop-telecom, They have told me the rise is down to the goverment not them and they can do nothing, it is a yearly CPI +3.9%. I told her I had the transcript that there would be on price rise, and I was again given the goverment price rise speel. She told me it was in the small print and on every bill since joining, so I asked to be transfered to the leaving team and she said thay wont be able to do anything, but I insisted and was put on hold, she came back with "nobody was available" and they will call me back ASAP but that could be in several days because they are very busy. I said I'm not suprised at that and ended the call.

Its utter nonsense that it’s a Government rise , most providers build in an increase based on the official Government inflation figure but that’s not the same as it being an Government mandated increase, the company chose to put the price up by inflation plus x%, not all companies do this , those that do , can do it if it’s part of the  T&C’s …salespeople often lie or use deliberately misleading wording…as said ‘ no unexpected increases’ would be true , ‘no increases guaranteed’ is false

Anni_nOMin_oustwo

iniltous said:

Its utter nonsense that it’s a Government rise , most providers build in an increase based on the official Government inflation figure but that’s not the same as it being an Government mandated increase, the company chose to put the price up by inflation plus x%

Very well put, I wish I was more that way when in conversation, I often think why didn't I say such n such a thing after the event when it's too late. I think she believed, if she said it enough times, that I would believe her. She even said the retention team will only say the same thing.

onomatopoeia99

Anni_nOMin_oustwo said:

I have just been in touch with pop-telecom, They have told me the rise is down to the goverment not them and they can do nothing, it is a yearly CPI +3.9%. 

This is a lie, the government do not mandate what ISPs charge and the one I use hasn't increased their prices at all, in all the time I've been with them (20 years).