Asked if the speed will be uncapped, but it is capped.

[cristian_dragan]

Just upgraded my plan through customer service, and when I've asked if the speed will be uncapped, the agent confirmed that it is uncapped. Few minutes later, I received an email with all the details, including the part where it says that the speed it is capped to 100mbps. What options do I have? Saved a transcript just in case. It's not fair. I'm happy to cancel it and look somewhere else.

 

[cristian_dragan]

I've done a speed test before and after the upgrade as well. 150+ mbps before, and 60-70 mbps after. And please don't tell me that because it's an essential plus plan (which I didn't even knew), the speed will be capped to 100, when I was confirmed that it won't be.

[Chris_B]

@cristian_dragan   If you want a uncapped speed you’ll need to pay for the privilege as you have to have a different tariff.   100meg speed is plenty fast enough.   The average broadband speed in the uk last year was 69.4.     If you still want uncapped then you’ll need to call customer support and request a change of tariff that will have an uncapped speed.  

[cristian_dragan]

Did you read what I've just written? Did you see the photos?

100mbps are enough, for you, not for me. And why did the agent lied? That is my problem. Just say the truth.

That's a sure way to loose customers.

Waited three hours, and now I need to call again, because someone is not doing their job right? 

[cristian_dragan]

And he didn't asked if I want to pay for this "privilege". In 2024 this is a privilege.

[cristian_dragan]

Made a complaint. Two days later, no reply.

[Linzi_H]

Hi @cristian_dragan 

I'm disappointed to see that we haven't got things quite right when discussing your new plan. I know this will be really frustrating, and you'll want to get things sorted as soon as possible. 

How did you make your complaint with us, was this online or over the phone? 

Linzi