Broadband acting unlawfully?

markpz

Ayr_Rage, they messed up and ended my contract a year early, 12 months instead of 24 months, they put me on a rolling contract which cost twice as much (without telling me) two months in a row untill I noticed, they were a nightmare to deal with so I just gave up as I didn't want to switch because of how useless they are and I'd probably end up being with out any communication and have absolutely nothing to do. I know what I'm doing in future though, I'll go with virgin media fibre whist they turn off the phone line

I'm honestly not fussed about the RPI being 0.4% more, I just wanted to know if other people have had the same problems with them being rather shady.

If you saw my statement over the past few years you'd be scratching your head, there's never an exact amount every month, there's all sorts of strange amounts coming out, they're incompetent at best.

martinm1

Can they do this?: I was expecting RPI+3.9 on the amount I pay each month not on the pre discounted rate. 

Good Morning 

Thankyou for contacting Onestream I hope you are well.

Checking the account I can see the RPI inflation has been applied correctly. 

You have the Onestream Fibre 80 product - standard rate £37.95

12m promotional discount - £17.

Onstream fibre 80 £37.95 + 8.8% = £41.28

£41.28 - £17 promotional discount = £24.29

I hope this has provided some clarity regarding the increase.

If you have any further queries please do not hesitate to open a live chat to speak with an agent in future.

I hope you have a great bank holiday weekend.

Kind regards

Customer Experience Team

flaneurs_lobster

martinm1 said:

Can they do this?: I was expecting RPI+3.9 on the amount I pay each month not on the pre discounted rate. 

Yes they can.

Ayr_Rage

@martinm1 yes, that's the way it works.

In another topic regarding annual increases with Sky, that is the way they do it too, it is applied to each base product before discounts.

martinm1

flaneurs_lobster said:

martinm1 said:

Can they do this?: I was expecting RPI+3.9 on the amount I pay each month not on the pre discounted rate. 

Yes they can.

So if the original pre discounted cost was £1000 the price would go up by £88 per month.  It's a con and needs to be investigated.  I'll raise an official complaint and go to the ombudsman if need be.

flaneurs_lobster

martinm1 said:

flaneurs_lobster said:

martinm1 said:

Can they do this?: I was expecting RPI+3.9 on the amount I pay each month not on the pre discounted rate. 

Yes they can.

So if the original pre discounted cost was £1000 the price would go up by £88 per month.  It's a con and needs to be investigated.  I'll raise an official complaint and go to the ombudsman if need be.

Good luck. Clause 19.1 of the T&Cs you agreed to state

On 1st April in each year the standard price of our products will increase by an amount equal to the Retail Prices Index rate published by the Office for National Statistics in January (“RPI Rate”) plus up to 3.9% .

Standard price is the undiscounted price. No mention of increasing any promotional/introductory discount.

Ayr_Rage

@martinm1 no point in banging your head against the wall, your ISP is not acting unlawfully, they are applying their Ts and Cs which are there in black and white for all to see and read.

All ISPs apply increases the same way, to the undiscounted standard price.