28 day grace for new customers.
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28 day grace for new customers.
31-07-2007 10:50 AM
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Apparently the line tests etc are not free, and she's now being billed for them. This makes me look bad, PN look terrible, and all in all not good. Does this mean the free for 28 days is not the case? Is it a case of "no such thing as a free lunch?"
Re: 28 day grace for new customers.
31-07-2007 11:03 AM
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Re: 28 day grace for new customers.
31-07-2007 11:06 AM
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Can you PM a ticket ID or a username and we'll take a look.
Re: 28 day grace for new customers.
31-07-2007 11:26 AM
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As mentioned, more than happy to look into it.
Re: 28 day grace for new customers.
31-07-2007 12:20 PM
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My client was having e-mail problems and claims he was told to buy a new PC to clear the problem.
The support ticket claimed to have asked if he were able to try to reproduce the problem on a different PC.
Re: 28 day grace for new customers.
31-07-2007 12:47 PM
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This could be technically feasible on an email issue, but I would have been inclined to have gone with trying a different email client first before suggesting something quite so elaborate.
Re: 28 day grace for new customers.
31-07-2007 11:07 PM
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Re: 28 day grace for new customers.
31-07-2007 11:56 PM
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Re: 28 day grace for new customers.
01-08-2007 9:34 AM
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I've had a look into this account. There have been no references towards a broadband fault at all, until cancellation was requested. Unfortunately, we need to know that broadband is not working in order for us to investigate it after having suggested sensible troubleshooting exercises.
The reason that a cancellation fee was charges, was because this was a new activation (ie: not a migration) and hence the free trial is not applicable as we had to pay BT £40 for activation.
Now, I'm unable to see any references towards being charged for tests to be run, but I do wonder if this is confusion currounding the charge for the activation of the broadband service. Obviously, I'm making guesses here. However, there would have been no charges for us to investigate the fault, but it did need to be raised in the first place.
Needless to say, I am very sorry that she had a poor experience and I'm sorry that it came down to cancellation and if there is anything else that I can clear up, I would be more than happy to do so.
Re: 28 day grace for new customers.
01-08-2007 10:13 AM
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The fault should definitely have been looked into further and more information should have been supplied as to why the poor speeds were being experienced, which unfortunately was overlooked when dealing with the cancellation request. Please do pass on my apologies to your Step-Mother to be and please rest assured that we will ensure that the analysts responsible will be spoken to to ensure that they do consider the whole picture when looking into tickets of this nature.
Re: 28 day grace for new customers.
01-08-2007 11:50 AM
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Re: 28 day grace for new customers.
01-08-2007 11:51 AM
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