Customer unfriendly upgrade/downgrade process

T

tanka

Well-Known Member
Joined
Jun 28, 2007
Messages
191
Reaction score
2
Honestly have to say I find the upgrade downgrade process to be extremely unfriendly to the customer. Now I am probably being a bit pedantic but here is what bugs me:

Upgrading:
You are issued an invoice from the day you request an upgrade with the pro-rata amount. However, the upgrade process does not happen till after the invoice has been paid. From my experience that upgrade didn't happen till the next day and having to phone in and wait for feedback.

Downgrading:
Been downgraded already today. Even though I paid for 100mb for the whole of Feb. Downgrade was meant to only be effective on 1st of March. So already this morning I have been downgraded despite having paid for a faster service.

So in the end of the day it's pretty minor but on both sides of the process it's the customer that is being disadvantaged (read as screwed over) on both sides of the process.
 
Must admit I upgraded last month and found Cool Ideas very helpful. I think I was retrospectively billed but I am on a debit order.
 
I agree the process is fairly simple and the support team are helpful. More just a complaint about how they handle the billing
 
Apologies for the runaround. The upgrade process is correct, as we have to receive pro-rata payment before processing the upgrade. Some FNO's don't apply changes immediately, and others do. If you feel you were done in because of the day taken to process the upgrade, please request a credit for the day and we will add it to your account.

As for the downgrade, that is definately incorrect and should be applied at the end of your current month. If you have a ticket reference for me, I'll follow up with the team to see where it went wrong.
 
Appreciate you taking the time to have a look. The upgrade process wasn't ideal but bugged me a bit. Guess when the downgrade happened today even though I had paid for the month it just bugged me a bit more. Here is the ticket:
#COOL-20220128-863189
 
Only thing I have seen is that the upgrade process on the Coolzone is buggy once complete. Mine completed perfectly in June last year, billing, profile, everything sorted. It just still shows a pending upgrade :cautious:
 
WickedMONK3Y said:
Only thing I have seen is that the upgrade process on the Coolzone is buggy once complete. Mine completed perfectly in June last year, billing, profile, everything sorted. It just still shows a pending upgrade :cautious:
Click to expand...
Yeah have a similar situation, all completed but status is off. No biggy more a UX / UI thing
 
TheRoDent said:
Thanks, will have a look into it.
Click to expand...

Thanks :)

Here is what it shows currently.1648641580188.png
Was done June or so in 2021, so it thinks I am upgrading to what I already have when it used to show what I was upgrading from which was 200/200 but now it shows the same as the upgrade from, and to :)
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X