Uno TTB SMPF + Uno WLR3 SOHO

Just ordered a migration to Uno WLR3 SOHO line rental (moving from another BTw line rental provider,) ordering was smooth and easy, also the discounts were attractive for existing Uno broadband customers. Interesting that one can retain Uno TTB SMPF (partial LLU) ADSL and have BTw line rental with the same provider rather than having to go to MPF (full LLU.) Both BB and line rental are on one month minimum terms and the billing dates will be synchronized.

Monthly costs are greater than full LLU though and there was a one off charge of £9 ex, vat for the line rental migration but I do prefer to keep the line rental BT based and stay on TTB partial LLU. Hopefully the line rental migration will go smoothly and I will see a reduction in phone costs in the longer term.

Nice and easy successful transfer of line rental and for me it will be free for 3 months as an existing Uno broadband customer

Don't leave with a moan about a shortcoming, or they will pretend they cannot supply your number for a return.

I think you previously had, possibly unresolved, issues with Uno regarding TTB ADSL full LLU (MPF)?

Yes, soon never happened in 18 months, so I left and stated why. I was also incorrectly billed on my final bill and basically called a liar, but luckily my bank account proved I was initially charged. Since then they pretend they cannot supply my number, just like a few others on here that have complained about something. They simply block rejoining and pretend they don't know why you cannot be supplied, not that I want, but every other number in the street is OK to supply in their checker.

Sorry but that was not the case at all.

Your invoice was incorrect by way that the cease fee had VAT included which was removed. We never stated otherwise. One point you did make, which was incorrect, was that you had been billed for an IP which was never the case and the line items you posted in the original thread simply list every configuration option for the service and every one of your bills did say exactly the same. I am sure other customers who have a single IP who are on this forum with Talk Surf will be able to attest the same.

The invoice was generated 14 days before it was collected as per the Direct Debit mandate (and guarantee) and was discussed at here, the day the invoice was generated and 13 days before it was debited - it had already been corrected (as confirmed in that thread). As a time line, invoice generated on 1st of the month, corrected on 1st of the month, debited on 14th of the month.

The incorrect amount was never debited and only the correct amount was debited, once, from your account.

We also sent emails on these events, one on 1st of that month at 14:12:23 which was seconds after the NoT email we are required to send, a revised invoice at 14:13:52 and then confirmation of the Direct Debit on 14th of that month at 07:00:26.

I have checked with our Direct Debit processor for the payments processed and can confirm that only the correct amounts were ever billed, this was processed once and nothing was initially charged. Us generating an invoice does not initially charge anything until the due date, two weeks later in this instance.

Edit: And just to clarify about the bank statement you posted, this was for your invoice prior to your final invoice (sent to you on 12th of the month before!). For the month and some calls. The invoice after, the cease invoice and pro-rata notice, was correct, debited on the correct date and debited only once. Direct Debits take a few days and this invoice was debited by us and processed by the bank a few days later (26th Aug vs 1st Sept) this is also why we make the statement of "Payment for this invoice will automatically be debited from your bank or building society on, or shortly after the due date." on your email notification.

Matt

Edited by uno (Sat 09-Sep-17 03:49:53)

Effortless and faultless BTw line rental migration to Uno, no problems with previous BTw provider either.

Cheers Matt

That's what we like.

Do consider switching to the yearly rental if you've not done so already as there is a good saving to be made over the period compared to monthly.

Matt

I am happy with Uno too and am thinking of bringing my domain over for hosting too. Currently, with Plusnet expires in December.

Just a quick note on the speed-tests in your signature Matt the only one that works accurately for me is the Sheffield one. The other two give me very inaccurate results.

Another Uno (and Xilo before) happy camper here, just wish they had a fibre option at my exchange.

Another ex Xilo and returned back to Uno this year happy customer, also have had my web hosting with Xilo for a about 4 years now to.

I STILL have the emails AND bank account records to prove different, AS I posted at the time.
I have never said I was charged. The problem was you DENIED overcharging in the first place and I had proof when Uno tried to make me look a liar, thing a quick bill reassessment would not get noticed, but the first had gone to my bank, a record I still have showing IP charge. But no matter, you have blocked my number the same as others that have had a pop. and I am happy where I am.

The bank records do not prove any different - you are confusing two completely different invoices and despite explaining this, you still refuse to accept this.

Your statement posted shows a debit of £23.62 on 1st September. That was for the invoice we sent you mid-August due 14 days later. We processed that on 26th August and as per our emails, will be debited from your account on or shortly after the due date. It was on 1st September. We only ever issued you one invoice for £23.62 - that being it.

I have checked the original thread and the ticket you opened on the day after the invoice had already been corrected. In the thread, I never did so, in fact the opposite and on the ticket you only referenced the IP, which again, had never been billed. As shown on the original items you posted, no charge is showing for the IP.

In fact, chargeable options like caller ID don't show their charges as the costs are built in to the monthly cost. So let's work it out.

£18.74 was the base monthly cost, plus your opted add-on of caller display for 60p. As we work out the pro-rata period for the 4 days up to the 30 days notice, that is done as follows:

(18.74 + 0.60) / 30*4 = £2.58

Plus the cease fee of £40 as you within 12 months of starting the service as per the product info, terms and price list.

As I said in the original thread, VAT was added incorrectly and removed within a minute or two automatically. A revised email with PDF attachment was sent. Whilst you may not have received it, we did send it and have the mail logs to your email provider to show it was accepted.

Totalling £42.58 (£2.58 + £40.00). Originally invoiced was £8.52 VAT, totalling £51.10 but revised moments later was £0.52 VAT, totalling £43.10 which was debited on or shortly after 14th September.

With that above calculation from what you originally posted, shows that no IP was billed. Your first three invoices were all for £19.34, all showing "IP Addresses: 1 Static IP" but again with no cost.

This is also confirmed your original order confirmation sent to you on the day you signed up as below.

Order Number: xxxxxxxxx

Product/Service: TTB (MPF) - Talk Surf 100GB
xxxxxxxxx
IP Addresses: 1 Static IP
Care Level: Standard
Router: No Router - I'll supply my own
Directory Listing: Ex-Directory
Caller Display: Yes
Call Waiting: No
Call Divert: No
Call Barring: No
Ring Back When Free: No
Anonymous Call Rejection: No
Choose to Refuse: No
1571 Voicemail: No
Withhold Number All Calls: No
First Payment Amount: £19.34
Recurring Amount: £19.34
Billing Cycle: Monthly

At no stage have you ever been billed an IP and to date, you claim we invoiced you for that but the invoice you posted does not show it.

Finally, we've not blocked you. You keep repeating it but without any factual evidence. As has already been proven, someone else had similar issues in the past which turned out to be an issue with their phone line. They had their provider sort that and then they could order. They called us after they were seeing the issue and we'd have not known their details prior. We don't have the facility to do what you claim and if simply repeating the same thing over and over makes what you're saying more believable, please go ahead.

Matt

In reply to a post by uno:

...cease fee of £40... [to which] ...VAT was added incorrectly and removed within a minute or two automatically.

Have you fixed that bug? Guess you don't charge many cease fees though...

Yes (and no, only when we have to).

Matt

That's good, the issue that may have caused confusion has been resolved

Likewise .

I had no problem joining Xilo on an LLU service years ago and likewise no issue on leaving them .

All billing was totally accurate and transparent.

Coming back later and joining Uno for a fibre service was the same, everything was done as stated on the web page , no problem with phone line / numbers and the accounting is as always perfectly clear .

Same here also a very happy Uno customer, The few times I have had the pleasure of contacting them by either phone or normally a ticket its been a fast response. Oh and I do mean REALLY FAST!.

My ping is boringly consistent to a point its completely flatlined at such a low level I sometimes think the thinkbroadband BQM doesnt work! Needless to say it just works, all day, everyday fast fast fast!
My ping is less than half the erratic offering by another provider on here.

Billing is emailed out and crystal clear what's being charged and when its coming out.

I had to pay for a within 12 months contract cancellation fee to a service supplied by Uno. This was cancelled [migration] for personal reason and nothing to do with the service. I knew about it and had to pay it. Plain and simple!

I am way out of my contract period and have no intentions of moving.

My other line on the other hand [BT] has a ping on the BQM thats has more colour on it than one of Andrews shirts!

PING bbc.co.uk (212.58.244.22): 56 data bytes
64 bytes from 212.58.244.22: seq=0 ttl=56 time=8.752 ms
64 bytes from 212.58.244.22: seq=1 ttl=56 time=8.476 ms
64 bytes from 212.58.244.22: seq=2 ttl=56 time=8.513 ms
64 bytes from 212.58.244.22: seq=3 ttl=56 time=8.311 ms
64 bytes from 212.58.244.22: seq=4 ttl=56 time=9.947 ms
64 bytes from 212.58.244.22: seq=5 ttl=56 time=8.594 ms
64 bytes from 212.58.244.22: seq=6 ttl=56 time=8.407 ms
64 bytes from 212.58.244.22: seq=7 ttl=56 time=8.438 ms

--- bbc.co.uk ping statistics ---
8 packets transmitted, 8 packets received, 0% packet loss
round-trip min/avg/max = 8.311/8.679/9.947 ms

@ 19.20hrs on a BT based fibre service from Uno.

The FACT that you PRETEND that my number cannot be supplied when every other in the street can, just like a few others that left is all the proof I need. Especially when you said it was not possible to do a manual connection. I still have the image here of an incorrect IP address charge. I am NOT stating I was charged, but don't take to be called a liar that it was incorrectly charged in the first place. I can put it up again if you wish, I have no reputation to lose. Oh, and my line is sorted, so what's the excuse now - Not that I would take it up and would rather walk hot coals.
https://postimg.org/image/gne6536wl/

Edited by professor973 (Wed 13-Sep-17 23:49:20)

Actually, the majority (of a very tiny minority) that have reported issues have never been customers.

You were never invoiced or charged for an IP. You can keep repeating that claim but from everything you have posted before, none of it shows that you were invoiced or charged for one.

I have also gone through the original invoice cost break down and the corrected invoice cost break down to show that this imaginary IP could have never been invoiced or charged because the costs are exactly based on the package you signed up to, from the first ever email we sent you which states those costs (order confirmation). Further more, our system does not have any costs associated with a single IP so it could never bill for one.

Matt

And you can keep spouting the Bull - The MINUTE the incorrect invoice was raised your system spewed out a mail to that effect for the final bill- Pretty standard for all companies these days - It was amended AFTER I complained. keep pushing and I will post it and show Uno for what they are. Incorrect bills are not unusual when leaving a supplier. I got billed by the Pulse8 system after leaving. The response was immediate and apologetic, as one expects from any decent company. Go through your emails. I see no reason not to put my two penneth on review sites.

That is correct. Our system emails when it sends an invoice and it also sent another invoice on the invoice correction within 120 seconds after that. It also sends a full VAT invoice once the invoice is paid.

You contacted us after it had already been corrected.

Invoice was adjusted (corrected) at 14:13:52. Your ticket was raised at 16:08:16.

We never said the bill wasn't incorrect but had already been corrected and I have already been through our emails as my previous post will show, given that I have already posted the time stamps of those.

Matt

120 seconds my [censored] - I would stop digging if I were you. Your always right attitude has been displayed well before this thread. Up to you. As I have said, I am not the one with a reputation to lose and would have imagined this has dented it a little already.

I'm happy to post obfuscated mail logs showing that was the time it was sent from our billing system and a second later accepted by your email provider.

You've made certain claims which are just not true and rightly so, I will defend those.

Matt

You are getting on my wick now. Same old story when you block a number. So I'll give this thread another airing for the thousands of onlookers!
http://forums.thinkbroadband.com/otherisp/t/4523615-...

For the majority, there are no issues and given two of those mentioned in that thread have never been customers from memory, i'm unsure how we'd even block them if we could.

We don't block and have nothing in our check capable of doing so.

Matt

And not interested in sorting the problem - THAT is what marks you down. Why not fix the rubbish checker you use if it's not deliberate, or use the same checker as everyone else if you're not, instead of arguing publicly with lost customers. I left after over a year wait for FTTC that was promised as "Soon" and was not alone. So. I am still convinced I am blocked for that and having a moan about it. Nothing you say will alter that.

Why are you so bothered about being blocked by a company that allegedly got an invoice wrong and you wouldn't go back to anyway?

You happy to be called a liar?

By my friends no. By a random guy on an internet message board, doesnt really bother me

You have had your take on it. Matt has had his. I have no idea who is right and it seems neither of you will ever agree so are just going around in circles

Can't the mods lock this thread, it's gone beyond a normal thread and become a customer vs company issue, which should be dealt with outside the forum.

I love Uno to bits, but surely this isn't needed on a public forum.

Well it had been dead for seventeen and a half days until you woke it up .