Renewal Notice - Pulling a Fast One?

[Tonymccl]

Hi,

I received the message below regarding renewal of my broadband and anytime calls package.

This stated "Keep what you have. From 31/08/2023 you will pay £25.50 a month. (No contract, keeps rolling unless cancelled, cancel anytime)."

When I called today, I was told that I could renew at £23.00 a month. However, despite having asked prior to this if anytime calls were included, it was only when the agent had put the renewal through and he was recapping and made no mention of the calls that I raised it, and it transpires that despite the original e-mail stating "Keep what you have", this is totally misleading as I would be charged £31.00 if anytime calls were included.

Under the "new offer" I was given, this had a caveat stating " Anytime calls. This includes discounts totalling £21.00 a month. Your first discount will expire 03/09/2023", but no mention of this against the "do nothing" option.

This again implies that I would receive both Broadband and Anytime Calls for £25.50.

This does appear to be entirely misleading - wondering if anyone else has had this issue on their renewal.

Many thanks.

[gavs82008]

@Tonymccl 

To be safe call the broadband team. 

https://help.nowtv.com/get-in-touch/now-broadband-calls/renewing-my-contract

NOW Broadband Members can call us 8am–8pm, 7 days a week.

0333 759 4818

[Tonymccl]

Hi,

Thanks for the contact details. It does appear to be the same options as the number I called earlier, and was given the "confusing" information.

Meantime, I have e-mailed the customer services team (having found the contact info from another post), so hopefully, as I haven't received any error messages about the recipient e-mail address, I'll get a response from them.

Thanks again.

[PDM]

I had the same message when I renewed which was before the price increase. I did nothing and continued on my original deal with a rolling contact. This was for super broadband and anytime calls both of which continued at the same price as old contract. The alternative offer was a new 12 months contract for £10 more. Not a difficult choice! Of course it has gone up by £3.50 since.

[Jayach]

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@PDM wrote:
I had the same message when I renewed which was before the price increase. I did nothing and continued on my original deal with a rolling contact. This was for super broadband and anytime calls both of which continued at the same price as old contract. The alternative offer was a new 12 months contract for £10 more. Not a difficult choice! Of course it has gone up by £3.50 since.

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@PDM 

I don't suppose you still have the email from when you "did nothing" and continued at the same price including calls? Did it have the same disclaimer at the end that your previous discount would be removed?

[PDM]

Sorry but didn't keep email. I'm out of the country at the moment and can't
sign in to my NOW account to see if it's in my messages. Will look when I
return.

[Tonymccl]

Thanks PDM. I would hope that the "do nothing" option would indeed just allow my contract to continue, but have contacted them by e-mail to clarify the situation - fingers crossed!!

[Anonymous User]

I have just encountered this. It's very misleading, even stating the rolling price of £23.50. It's only until you fully open the email in another window and scroll down that it mentions the £20 discount will expire. I have reported this to the ASA for misleading customers and being designed to catch people out. It's very poor practice, I suggest you also report this to the ASA for review. 

[Jayach]

I doubt offers made specifically to you are covered by advertising standards.

[RoyB]

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@Jayach wrote:

I doubt offers made specifically to you are covered by advertising standards.

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@Jayach @Anonymous User 

But I imagine Ofcom might have something to say on this,