topic Re: How an earth do you actually talk to somebody. in Orders

How an earth do you actually talk to somebody.

Hootie99 — Sun, 18 Aug 2024 09:31:04 GMT

Ordered an additional sim plan yesterday online and seemed straight forward. Received an order confirmation but says they need to confirm a couple of things. Spent two days trying to get through and at the point of cancelling everything. For a communication company it’s shocking. Why can they just not ask me thise questions within the app that need claryfying. I am an existing customer, they take money from my account every month???

Re: How an earth do you actually talk to somebody.

Chris_B — Sun, 18 Aug 2024 10:33:21 GMT

@Hootie99 Because they need to confirm it’s actually you doing the ordering. This protects you as I’m sure you don’t want someone trying to take out an additional line on your account.

Re: How an earth do you actually talk to somebody.

Hootie99 — Sun, 18 Aug 2024 11:53:22 GMT

I am an existing customer. I ordered yesterday an additional sim plan via the app , all rounder fixed data 30gb 24 months with one included extra..selected tnt. Was £33 now £14.00. Received order confirmation but asked me to cofirm a couple of details. Having wasted best part of day they tell me it is £19. 80. Could anyone do me a favour and see if they can select/see that on the app or if it is just me?! At the point of going off to trading standards.

Still available on my app!

Re: How an earth do you actually talk to somebody.

Peter_W — Sun, 18 Aug 2024 12:07:27 GMT

Hi there @Hootie99

Thanks for reaching out to us about this!

Sometimes when your place an order through our website, our dedicated digital sales team may just need to check over a few details of the order so we can be sure that everything is correct.

As @Chris_B mentioned, this is sometimes for security, or is often for things such as an address mismatch or stock update.

Please do keep trying though, and I'm confident they'll be able to help you get this sorted.

Peter

Re: How an earth do you actually talk to somebody.

Hootie99 — Sun, 18 Aug 2024 12:21:24 GMT

I have spent 1.5 hrs on the phone line, and the same time messaging. I finally get through at the same time on both!
didn’t appear to want to know anything other than to try to sell me broadband etc but at the same time slipped into the conversation that the price was £19.80 not £14.00 as on the app? I really don’t get it. I have a confirmation of the order and the price and discounts applied at £14.00 a month. I have deleted the app reinstalled it and still the offer is available at £14.00? Am i doing something wrong? Any chance if you could see it? It is an additional sim plan to an existing customer 24 month fixed data at 30gb all rounder with one added extra as tnt sports. At the point of going elsewhere and talking to trading standards. Had a confirmation of my order by email but not honouring it even though appears to be still available online.

Re: How an earth do you actually talk to somebody.

Peter_W — Sun, 18 Aug 2024 12:26:00 GMT

I'm afraid we don't have account access via this public forum to check this out at our end @Hootie99.

I definitely want to make sure we point you in the right direction for getting this sorted though.

How were things left with you at the end of the call, and was the deal you were looking at here an upgrade, a brand new contract, or an additional line on an existing account?

Peter

Re: How an earth do you actually talk to somebody.

Hootie99 — Sun, 18 Aug 2024 13:07:42 GMT

An additional 24 month sim plan on the back of an existing contract. The original contract was opened probably a year ago for my son on going to university and i was going to transfer my phone over from another provider on sim only plan. As far as how it was left, he said he could only do what he could do and was completely indifferent to the fact that the offers advertised on the app etc didn't appear to actually be real, even though i had an email confirming the order. I asked him to talk to his manager but didn't seem to have any response to the fact i had a confirmed order price and email and that he was now changing the price? I am presuming the contract will just not be actioned.

Re: How an earth do you actually talk to somebody.

Peter_W — Sun, 18 Aug 2024 13:09:57 GMT

Thanks @Hootie99

If you're going for an additional SIM alongside your existing contract, this should receive a 30% discount on the normal price.

What plan was it you were looking to go for?

Peter

Re: How an earth do you actually talk to somebody.

Hootie99 — Sun, 18 Aug 2024 13:27:37 GMT

24 month plan fixed data at 30gb all rounder plan with 1 inclusive extra..tnt sport. Advertised as Was £33 now £14.

Re: How an earth do you actually talk to somebody.

Hootie99 — Sun, 18 Aug 2024 13:32:33 GMT

in the breakdown of costs it lists a monthly discount of £9.00, a monthly discount of £4.00 and then a 30% additional line discount of £6.00 = £14.00

Re: How an earth do you actually talk to somebody.

Peter_W — Sun, 18 Aug 2024 13:41:46 GMT

I can absolutely see this offer on the site @Hootie99

My best recommendation would be to give them another try and see if you're able to get through, and if you request escalation this absolutely should be honored too.

Alternatively, you can also raise to our dedicated complaints team via their web form, and they'll do their best to get everything investigated here.

Peter

Re: How an earth do you actually talk to somebody.

Hootie99 — Sun, 18 Aug 2024 13:56:44 GMT

I have filled out the web complaint form and tried to explain the situation as best as i could. I honestly cannot spend any more time trying to get through to somebody. It took me all yesterday afternoon and all this morning and got nowhere. Nobody would just go online and check to see if that offer is there. I appreciate you have done that as I was beginning to lose the will! To be honest it’s mad that i am trying to give them another £14 for the next couple of years on top of my current contract and yet they appear to not wish to do honour the offer freely available! At the end of the day if they do not sort the fiasco out they will have just lost another couple of customers for no good reason. I cannot believe i am the only one who has had this issue if that offer is wrong, because every offer on there is probably wrong. Could always leave it a week and put it through again and see what happens. Just do not want to spend any more time on phoning up. I do wonder though if it is a ploy to get you to phone up a d then upsell, as they tried with the broadband etc, but when i said no up the price. Would seem pretty wrong but really not sure what the issue is, because it is certainly not logical.

Re: How an earth do you actually talk to somebody.

Peter_W — Sun, 18 Aug 2024 14:15:51 GMT

Thanks for completing that for me @Hootie99, I'm sure they'll do all they can to look over every option available here.

Let us know how you get on.

Peter

Re: How an earth do you actually talk to somebody.

Hootie99 — Thu, 22 Aug 2024 11:15:28 GMT

So, no response from complaint form although… i spent another two hours trying to get through again as i need to know if i am porting across or not and quickly. Spoke to a far more undestanding representitive and again started saying that they couldn’t offer what was on the app/web. I just find it so frustrating that i have ordered online, no apparent problems and then told to phone up and when they tell me that because i phoned they can’t match online! I didn’t want to phone up! So anyway long and short she escalated it and agreed to do the price that was on the app/email! Whilst doing the paperwork she said she couldn't process it as it was being processed already by the complaints team. I received a subsequent order confirmation that has no indication of price so have to hope it has been done as promised. So in theory i should be getting a sim sent to me, an alternative phone number appears to have been added to my account online, although no sign yet of sim. I do think it is strange still though that I have had no response to the complaint at all. Do they not respond?

Re: How an earth do you actually talk to somebody.

Leanne_T — Thu, 22 Aug 2024 15:04:13 GMT

Hi there @Hootie99

Our complaints page does currently advise, 'our current response time is 7 days'

If you do wish to check the order is correct or have any further queries, please try calling us again and the team will be happy to help.

Leanne.

Re: How an earth do you actually talk to somebody.

Hootie99 — Thu, 22 Aug 2024 16:09:41 GMT

Hopefully it’s been sorted and won’t need to. I have literally spent two days on the phone to sort it out so hopefully it is. Waiting for sim.