I'm picking this up whilst Matt is taking some well deserved annual leave.
To clarify our phone packages are on a 30 day rolling contract any way so paying the £25 upfront means that you can opt out of a longer contract for broadband.
I can't refund that fee but I am shocked if you've not been offered a good will gesture so I will go and check your account re that and will make sure we give one to you.
I just wanted to add that I'm horrified to hear about the kind of experience you say you've had when contacting support so I will be looking deeper into what happened there to make sure training or feedback is given to the agents you dealt with as appropriate.
I was just making the point that the charge was for BB connection and not line changover. I am glad there is no tie-in, I did all I could to make it that way, though I would like to manage on the 60GB peak and the good customer service I have found with PN, but it will be hard with the iPlayer, Skyplayer, Internet Radio and all the on-demand there is.
Matt deserves a rest, he was good enough to get involved prior to line take-up when I was faced with total ignorance from the Post Office.
It is a job to know what really went wrong. PO blames PN. I do know we were physically connected to the wrong equipment in our exchange, and of course, Openreach who many of us are bundled to regardless of supplier, are saying it could be incorrect “Build” instructions from PN. The bottom line is, I am glad as a full time carer for my blind & severely disabled wife just to be back online, as most of our life is conducted that way.
I have been treated quite well by PN customer support compared to the PO, though the chap I spoke to yesterday did not seem to relate to the wrong service ID on my line, after being given the correct one the day before by someone else. Go easy on them, they are better than most!
Edited by m0aur (Thu 01-Sep-11 17:47:29)