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Supporting Actor Film
16 9 0

You Are Getting a New Subscription Letter...!

I've just recieved a letter from UPC saying that I will get a new subscription from 01.03.2020 (i.e in 20 days).

I am given 3 options:
1) Happy Home 600 for 129chf a month (no commitment)

2) Happy Home 500 for 129chf a month (no commitment)

3) Happy Home 600 for 119chf a month (if I commit for another 24 months)

 

If i dont respond in 20days they will automatically move me to option 3 (24 months commitment).

 

I am currently on a 500Mb Horizon TV subscription for 119CHF so basically I am forced to pay 10CHF a month more for the same service or accept a extension of 24months to keep the same price...

 

 

All of these package have "MySportsOne" included for an additional fee (in the small print) which I have no option to opt-out of.

 

If I upgrade directly from the UPC website, without any "special offer" from the letter I can get HappyHomeGiga (1000Mb) for 129chf (same content as the best new subscription but 2x internet speed & without.MySportsOne)

 

 

Am I missing something here or have the marketing department decided to try to cheat an extra 120CHF a year out of all of their current customers with a horizon box???

 

 

I am quite happy to get rid of my Horizon box (it is the worst TV box I've ever used & sounds like a vacuum cleaner running under the TV) but why cant you just send me a UPC TV box for free with the same packge?

 

Like when you gave existing customers a free upgrade to the connect box.... This was great marketing.

I have been a UPC customer for many years & feel like this letter is trying to take me for a fool.

6 REPLIES 6
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Supporting Actor Film
16 9 0

Re: You Are Getting a New Subscription Letter...!

Does anyone know the email address for Gregor Schroeder (Head of Customer Base Management) or head of customer service so I can contact them directly?

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Moderator
504 197 41

Re: You Are Getting a New Subscription Letter...!

Hi Thank you very much for your post. Please contact our contracts department on 0800 900 210 and our colleagues will be happy to help you.

 

Best regards, 

Ahmet

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Supporting Actor Film
16 9 0

Re: You Are Getting a New Subscription Letter...!

Thanks for the reply Ahmet.

I have been trying to change my subscription online but "oops something went wrong".

It is not possible to change an existing subscription online..??

 

I finally called today instead & its not possible to change my subscription on the weekend.

 

I dont want any of the "special" offers. They are not special & this is not a good way to keep existing customer happy whilst new customers can have the same thing for half the price (plus 250CHF credit on their account at the moment).

I dont want to accept 10CHF more for the same service & be committed for 24-month.

 

 

This whole excercise just seem like a quick money grab from existing customer.

20-day notice, blocked from changing online, cant change the weekend before the deadline...

 

Please change my subscription to cancel the television package completely & change to GigaInternet only (currently 99CHF per month)...

 

 

UPC is my only choice for internet provision and unfortunately I cannot vote with my feet & cancel my subscription completely, but you wont get more money for me like this!

 

 

Please pass on my dissatisfaction to Mr Schroeder.

Why cant you just replace the Horizon Box with the UPC TV box for free or at least a "try it at no cost for 12-month" something like this?

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Supporting Actor Film
16 9 0

Re: You Are Getting a New Subscription Letter...!

Even the website to choose my new subscription doesn't work.

I tried to choose option 3 so that I am not automatically charged extra each month & when I click "choose option" I get the window below (just a blank page)...?

 

UPC - Option 3.png

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Supporting Actor Film
16 9 0

Re: You Are Getting a New Subscription Letter...!

I tried it again from Internet Explorer instead of Microsoft Edge & it worked correctly.

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Supporting Actor Film
16 9 0

Re: You Are Getting a New Subscription Letter...!

I received the UPC TV box today & I have to say it is pretty good..!

A huge huge improvement over the connect box, simple to setup, fast, responsive & simple to use, great picture quality & instant CEC setup with my TV & soundbar.

 

You have a happy customer again just in time for several months at home.

 

Your internet & customer service has always been excellent & now the TV box seems on par too.

But please please please, have a word with your "existing customer" marketing team the next time you want to changes something!

 

Stay safe everyone & enjoy some quality time with your families..!