Moving Homes: How To Trick Customers Into Paying Double

Don't go with them if there's a chance you might be moving properties because they will try double bill you.

I just had to go through this experience. These guys think it's ok to double bill you if you move to another property. Here's how they get you:

You can't just continue your service at another location. Even though your account is with them, and you may be continuing the exact same service, you have to cancel your service and then reapply for it. You can't just change the address details of the service, it has to be a cancellation. Why? Who knows. The logic escapes me.

Doesn't help the situation when they tell you over the phone that no, it's ok, they can have your cancellation done for the end of this month. But then they don't send you the email saying this (which is apparently is a thing they actually do but this time decided not to send me this in writing). Pay attention kids, I learnt this the hard way: GET EVERYTHING IN WRITING!

Had I not been reassured that we could smoothly transition from one location to another without being double billed for the same service, I would have just cancelled it and never reapp**** at the new place.

It took me 3 DAYS to get hold of someone in accounts over the phone to try sort this out. 3 DAYS of calling, liaising with the live chat helper on the website (the only person who seems to be doing their job properly and understands customer service), messaging on Facebook etc. In the end, it's basically a case of "it is what it is" and you're *****ed, where's our money.

Misrepresenting facts to your customers over the phone is ******** them. Guaranteeing yourselves a "double bill" when clients are moving is ******** them. Doing this during a pandemic when your client has lost 85% of their income and the remaining 15% hangs on them having an internet connection is downright disgusting.

Switching ISPs asap