Broadband provider reneging on 50% off forever

silvercar

Hamalot said:

I also have this issue:
"When you joined us, we were pleased to offer you a 50% discount on your monthly broadband charge. We’ve worked hard to keep this promise, but due to rising costs, we can no longer sustain this offer.  As a result, we need to bring your pricing in line with our standard rates"  this is not a price increase (which they would be able to do) it is a removal of the discount.

I signed up to:
Broadband Package   :  SmartHome 150
Broadband Discount   :  50 Percent off Broadband Forever


I have my t&c's, there is no contract term: "Contract Term. If you have ordered a residential product, your services will automatically continue on a monthly basis from the date that the services are activated" and there is absolutely no mention in the t&c's about the "discount" or "forever".  I'm not sure if that fact means they are not bound to it, or they have no clauses in place to get out of it.

Would have thought they are nailing themselves in the foot with that acknowledgement that they made a promise they are no longer honouring. Make a complaint and if it fails go to Ofcom.

born_again

Hamalot said:

I also have this issue:
"When you joined us, we were pleased to offer you a 50% discount on your monthly broadband charge. We’ve worked hard to keep this promise, but due to rising costs, we can no longer sustain this offer.  As a result, we need to bring your pricing in line with our standard rates"  this is not a price increase (which they would be able to do) it is a removal of the discount.

I signed up to:
Broadband Package   :  SmartHome 150
Broadband Discount   :  50 Percent off Broadband Forever


I have my t&c's, there is no contract term: "Contract Term. If you have ordered a residential product, your services will automatically continue on a monthly basis from the date that the services are activated" and there is absolutely no mention in the t&c's about the "discount" or "forever".  I'm not sure if that fact means they are not bound to it, or they have no clauses in place to get out of it.

You are on a rolling monthly contract. 🤷‍♀️

Dalaibuy

Hamalot said:

I also have this issue:
"When you joined us, we were pleased to offer you a 50% discount on your monthly broadband charge. We’ve worked hard to keep this promise, but due to rising costs, we can no longer sustain this offer.  As a result, we need to bring your pricing in line with our standard rates"  this is not a price increase (which they would be able to do) it is a removal of the discount.

I signed up to:
Broadband Package   :  SmartHome 150
Broadband Discount   :  50 Percent off Broadband Forever


I have my t&c's, there is no contract term: "Contract Term. If you have ordered a residential product, your services will automatically continue on a monthly basis from the date that the services are activated" and there is absolutely no mention in the t&c's about the "discount" or "forever".  I'm not sure if that fact means they are not bound to it, or they have no clauses in place to get out of it.

Hi, just a small update. I raised a complaint with JF and eventually I was contacted one evening (Naturally whilst I was sitting down to eat dinner) and their official stance is that the terms covering the discount are as the website now shows, E.g. they can withdraw it at any time.

I 1st tried bargaining, no budge, your internet subscription is doubling and that's that.

2nd I pointed out that the terms regarding the discount weren't there at the time of sign-up, she resolutely stated it had always been the case and I offered to send her proof (via the wayback machine), which did surprise her. She asked for the proof (cynically, probably to find out if they can legally have it removed) and promised she'd get back to me on 4th March. 

Naturally, I've received no further communication apart from some strange emails thanking me for upgrading, or something. I contacted them for clarification and no one has gotten back to me.

I've informed them that if a resolution isn't reached, my only recourse is to write to OFCOM, which I think is going to be my next course of action.

Alderbank

Dalaibuy said:

Hamalot said:

I also have this issue:
"When you joined us, we were pleased to offer you a 50% discount on your monthly broadband charge. We’ve worked hard to keep this promise, but due to rising costs, we can no longer sustain this offer.  As a result, we need to bring your pricing in line with our standard rates"  this is not a price increase (which they would be able to do) it is a removal of the discount.

I signed up to:
Broadband Package   :  SmartHome 150
Broadband Discount   :  50 Percent off Broadband Forever


I have my t&c's, there is no contract term: "Contract Term. If you have ordered a residential product, your services will automatically continue on a monthly basis from the date that the services are activated" and there is absolutely no mention in the t&c's about the "discount" or "forever".  I'm not sure if that fact means they are not bound to it, or they have no clauses in place to get out of it.

I've informed them that if a resolution isn't reached, my only recourse is to write to OFCOM, which I think is going to be my next course of action.

You can write to OfCom if you wish of course, but they will just reply to tell you what they say on their website:

Ofcom wants customers to be confident that services are not sold to them in an underhand way.

If you think you were mis-sold a service, complain to Ofcom.

Although we can't investigate individual cases, your complaints can lead to us launching investigations and taking action.

For help with your problem, follow these steps.
Contact your provider's customer services team and explain your problem.

• If this doesn't resolve it, make a formal complaint to the company. You should find details of how to do this on the back of your bill, on their website or ask their customer services.

• If your provider is unable to resolve your complaint, ask for a deadlock letter. This will allow you to take your complaint to an Alternative Dispute Resolution (ADR) scheme.

Which ADR scheme are they registered with? Do you have your deadlock letter?

silvercar

You could also complain to the Advertising Standards Authority, if you feel their initial advert promised something that isn't being delivered.

eskbanker

silvercar said:

You could also complain to the Advertising Standards Authority, if you feel their initial advert promised something that isn't being delivered.

But if the company has stopped advertising that half price offer, does the ASA have any powers to help OP?

Dalaibuy

Alderbank said:

Dalaibuy said:

Hamalot said:

I also have this issue:
"When you joined us, we were pleased to offer you a 50% discount on your monthly broadband charge. We’ve worked hard to keep this promise, but due to rising costs, we can no longer sustain this offer.  As a result, we need to bring your pricing in line with our standard rates"  this is not a price increase (which they would be able to do) it is a removal of the discount.

I signed up to:
Broadband Package   :  SmartHome 150
Broadband Discount   :  50 Percent off Broadband Forever


I have my t&c's, there is no contract term: "Contract Term. If you have ordered a residential product, your services will automatically continue on a monthly basis from the date that the services are activated" and there is absolutely no mention in the t&c's about the "discount" or "forever".  I'm not sure if that fact means they are not bound to it, or they have no clauses in place to get out of it.

I've informed them that if a resolution isn't reached, my only recourse is to write to OFCOM, which I think is going to be my next course of action.

You can write to OfCom if you wish of course, but they will just reply to tell you what they say on their website:

Ofcom wants customers to be confident that services are not sold to them in an underhand way.

If you think you were mis-sold a service, complain to Ofcom.

Although we can't investigate individual cases, your complaints can lead to us launching investigations and taking action.

For help with your problem, follow these steps.
Contact your provider's customer services team and explain your problem.

• If this doesn't resolve it, make a formal complaint to the company. You should find details of how to do this on the back of your bill, on their website or ask their customer services.

• If your provider is unable to resolve your complaint, ask for a deadlock letter. This will allow you to take your complaint to an Alternative Dispute Resolution (ADR) scheme.

Which ADR scheme are they registered with? Do you have your deadlock letter?

Interesting, I've re-reviewed JS's complaints procedure and apparently I need to wait 8 weeks from the initial complaint before I can then request the deadlock letter and contact the Communications Ombudsman.

Jenni_D

Dalaibuy said:

Alderbank said:

Dalaibuy said:

Hamalot said:

I also have this issue:
"When you joined us, we were pleased to offer you a 50% discount on your monthly broadband charge. We’ve worked hard to keep this promise, but due to rising costs, we can no longer sustain this offer.  As a result, we need to bring your pricing in line with our standard rates"  this is not a price increase (which they would be able to do) it is a removal of the discount.

I signed up to:
Broadband Package   :  SmartHome 150
Broadband Discount   :  50 Percent off Broadband Forever


I have my t&c's, there is no contract term: "Contract Term. If you have ordered a residential product, your services will automatically continue on a monthly basis from the date that the services are activated" and there is absolutely no mention in the t&c's about the "discount" or "forever".  I'm not sure if that fact means they are not bound to it, or they have no clauses in place to get out of it.

I've informed them that if a resolution isn't reached, my only recourse is to write to OFCOM, which I think is going to be my next course of action.

You can write to OfCom if you wish of course, but they will just reply to tell you what they say on their website:

Ofcom wants customers to be confident that services are not sold to them in an underhand way.

If you think you were mis-sold a service, complain to Ofcom.

Although we can't investigate individual cases, your complaints can lead to us launching investigations and taking action.

For help with your problem, follow these steps.
Contact your provider's customer services team and explain your problem.

• If this doesn't resolve it, make a formal complaint to the company. You should find details of how to do this on the back of your bill, on their website or ask their customer services.

• If your provider is unable to resolve your complaint, ask for a deadlock letter. This will allow you to take your complaint to an Alternative Dispute Resolution (ADR) scheme.

Which ADR scheme are they registered with? Do you have your deadlock letter?

Interesting, I've re-reviewed JS's complaints procedure and apparently I need to wait 8 weeks from the initial complaint before I can then request the deadlock letter and contact the Communications Ombudsman.

That's standard in almost any scenario, not just broadband.

silvercar

eskbanker said:

silvercar said:

You could also complain to the Advertising Standards Authority, if you feel their initial advert promised something that isn't being delivered.

But if the company has stopped advertising that half price offer, does the ASA have any powers to help OP?

ASA can take action against the company for breaching the advertising code, it can’t do more than that. Companies don’t generally like to fall foul of the ASA. It could restrict their future advertising.

eskbanker

silvercar said:

eskbanker said:

silvercar said:

You could also complain to the Advertising Standards Authority, if you feel their initial advert promised something that isn't being delivered.

But if the company has stopped advertising that half price offer, does the ASA have any powers to help OP?

ASA can take action against the company for breaching the advertising code, it can’t do more than that. Companies don’t generally like to fall foul of the ASA. It could restrict their future advertising.

But how likely do you think any meaningful sanction would be, especially in the circumstances where the advertising was accurate at the time it was being done, but ceased to be so afterwards when the company changed policy?