Hi,
I thought I share you the following and will be greatful if you could offer any advise.
Thanks,
mar
=================================
Email sent to freeserve via online form.
=================================
Hi,
Subject: Please confirm formally that my account has unlimited service at £19.99 per month
I have been a Freeserve member for a number of years, and upgraded from Freeserve Anytime to Freeserve Broadband on Sunday 25th April at £19.99 (special price for loyal members), on the confirmation that there are no cap on services. Received pack on Wed 28th April 2004 (letter dated 27th April 2004), and just got connected (Sunday, 9th May 2004), even though I was told that my line will be activated on 10th May 2004.
Called freeserve (Wannado) today, 9th May 2004, got my username and after few calls have been confirmed that I do NOT HAVE 15GB LIMITS on my usage.
Because of different response from different people over the phone, I will be grateful if you could confirm in email and/or in writing that I will receive an unlimited service at £19.99 per month.
Also, for the sake of clarification, will appreciate if you could confirm when does my 14 days cancellation period starts and end bearing in mind that I have started using my service now and as of yet, did not received any email informing me that ‘Broadband connection has been activated’ as stated on http://www.wanadoo.co.uk/help/broadbandfaq.htm. I have no intention of cancellation provided that I do not have any limits on my services.
Thanks,
MAR
ACCOUNT DETAILS
-------------------
P.S.
If you would like to read full story, please read below:
I have been Freeserve Anytime member for almost or may be more than two years. Never really had any serious problem and enjoyed the experience of internet.
Recently, I decided to go for broadband and was looking for a service provider who is cheaper and ideally, less than 12 month contract, which freeserve did not offer.
On March 2004, I called freeserve to cancel my anytime account. When I called, a gentleman informed me of a special offer of £19.99 to loyal customers. It was bit a shock to me and I informed him that I need time to think about it. He listened and offered me 1 month free anytime internet access to make up my mind.
During this month, I was extremely busy and could not think about it. So I called again on 25th March and a gentleman (called ‘Dan’) gave me another month free offer to think about. I accepted but then I was charged for it. I called again and I was informed that I will get a refund after few days, which I did.
During this month, I thought about the offer and called on Sunday 25th April 2004 and upgraded to freeserve broadband at £19.99 per month on a 12 month contract. During the conversation, she confirmed the following:
- There are no cap or limit to the services. Freeserve then did not do this sort of things then.
- I have 14 days to cancel if I do not like it.
- It normally takes only 48 hours to get activated.
- I will get refunded on my Freeserve Anytime account when my Broadband is activated
- I will still have Freeserve Anytime for 20 days FREE OF CHARGE once my broadband is up and running.
I accepted and upgraded. I received an email saying my personal details have been changed on my hotmail account.
On 28th April 2004 (letter dated 27th April 2004), I received freeserve broadband package and installed it on my system. The ‘ADSL’ status was flashing and hence line was not activated. I called freeserve and they informed that my line will be activated on Monday 10th May 2004.
Today (Sunday 9th May 2004), I decided to connect everything again and to my surprise I got solid green status on my modem. I decided to connect using my freeserve anytime username and password, but I got an error message saying my username and/or password is incorrect. So, I called freeserve and got a correct username and it worked.
During the conversation, I asked about the 15 GB (which I read it somewhere) and wanted gentleman to confirm that I do not have any limits. He asked me to ‘hold on’ while he asks his supervisor. He came back and confirmed that I have 15 GB limits. I said that this should not be the case, as the lady confirmed that there were no caps on services. I only heard about it last week and hence, asking.
Also, I said that if that is the case, I have 14 days to cancel it. He said that I only have one or two days to cancel. It just did not make sense. My line just got activated (in truth, it should be activated on Monday 10th May 2004), where are my 14 days?
Anyway, I decided to investigate this issue, and consulted http://www.wanadoo.co.uk/help/broadbandfaq.htm. I found the followings:
QOUTATION 1:
“..What will happen during the Broadband installation?
Within 10 days of your registration with the service, Wanadoo will send you an email informing you that your Broadband connection has been activated and that you can install the modem and connect using the username and password provided.
To install the modem simply follow the instructions supplied with your modem.
Remember to install our software before plugging your modem in…”
I did not receive such email as of today.
“
QOUTATION 2::
“..I already have Broadband from Wanadoo. Will my service be affected?
…If you joined Broadband with Freeserve before 28 April 2004 then your service will remain entirely unaffected by the new Broadband products and you will continue to receive an unlimited service.
Once you move to any of the new services, then you will no longer have an unlimited service. You will receive the usage allowance relevant to your new service...”
I joined on Sunday 25th April 2004.
Equipped with formal clarification, I called freeserve and spoke to a gentleman. When he initially answered phone, he said his name is ‘BRIAN’.
I tried to explain my situation to ‘BRIAN’ but he responded in a robotic fashion saying that if I have joined recently, then my account has a 15gb limit, and since my line has already been activated I do not have 14 days to cancel my account. He was in a rush if you like. He also reiterated that he really cannot do anything about it – I am doomed on a 12 month contract.
By this time, I requested him to allow me to speak to his manager and to confirm his name again. This time he said his name was ‘IAN’. Now, he wanted to know my account details and confirmed that I will be paying £19.99. He also requested me to hold on the line while he speaks to his supervisor about the 15 GB limits. He came back after a minute or so, and confirmed that my account do not have limit.
In summary, after all this, he confirmed that I will be paying £19.99 with no limits for 512k broadband service.
I requested him to confirm this through email and he said they cannot do this. Hence, I am sending this email to confirm and will be grateful if could respond in writing (email and/or letter).
Post Extras
I thought I share you the following and will be greatful if you could offer any advise.
Thanks,
mar
=================================
Email sent to freeserve via online form.
=================================
Hi,
Subject: Please confirm formally that my account has unlimited service at £19.99 per month
I have been a Freeserve member for a number of years, and upgraded from Freeserve Anytime to Freeserve Broadband on Sunday 25th April at £19.99 (special price for loyal members), on the confirmation that there are no cap on services. Received pack on Wed 28th April 2004 (letter dated 27th April 2004), and just got connected (Sunday, 9th May 2004), even though I was told that my line will be activated on 10th May 2004.
Called freeserve (Wannado) today, 9th May 2004, got my username and after few calls have been confirmed that I do NOT HAVE 15GB LIMITS on my usage.
Because of different response from different people over the phone, I will be grateful if you could confirm in email and/or in writing that I will receive an unlimited service at £19.99 per month.
Also, for the sake of clarification, will appreciate if you could confirm when does my 14 days cancellation period starts and end bearing in mind that I have started using my service now and as of yet, did not received any email informing me that ‘Broadband connection has been activated’ as stated on http://www.wanadoo.co.uk/help/broadbandfaq.htm. I have no intention of cancellation provided that I do not have any limits on my services.
Thanks,
MAR
ACCOUNT DETAILS
-------------------
P.S.
If you would like to read full story, please read below:
I have been Freeserve Anytime member for almost or may be more than two years. Never really had any serious problem and enjoyed the experience of internet.
Recently, I decided to go for broadband and was looking for a service provider who is cheaper and ideally, less than 12 month contract, which freeserve did not offer.
On March 2004, I called freeserve to cancel my anytime account. When I called, a gentleman informed me of a special offer of £19.99 to loyal customers. It was bit a shock to me and I informed him that I need time to think about it. He listened and offered me 1 month free anytime internet access to make up my mind.
During this month, I was extremely busy and could not think about it. So I called again on 25th March and a gentleman (called ‘Dan’) gave me another month free offer to think about. I accepted but then I was charged for it. I called again and I was informed that I will get a refund after few days, which I did.
During this month, I thought about the offer and called on Sunday 25th April 2004 and upgraded to freeserve broadband at £19.99 per month on a 12 month contract. During the conversation, she confirmed the following:
- There are no cap or limit to the services. Freeserve then did not do this sort of things then.
- I have 14 days to cancel if I do not like it.
- It normally takes only 48 hours to get activated.
- I will get refunded on my Freeserve Anytime account when my Broadband is activated
- I will still have Freeserve Anytime for 20 days FREE OF CHARGE once my broadband is up and running.
I accepted and upgraded. I received an email saying my personal details have been changed on my hotmail account.
On 28th April 2004 (letter dated 27th April 2004), I received freeserve broadband package and installed it on my system. The ‘ADSL’ status was flashing and hence line was not activated. I called freeserve and they informed that my line will be activated on Monday 10th May 2004.
Today (Sunday 9th May 2004), I decided to connect everything again and to my surprise I got solid green status on my modem. I decided to connect using my freeserve anytime username and password, but I got an error message saying my username and/or password is incorrect. So, I called freeserve and got a correct username and it worked.
During the conversation, I asked about the 15 GB (which I read it somewhere) and wanted gentleman to confirm that I do not have any limits. He asked me to ‘hold on’ while he asks his supervisor. He came back and confirmed that I have 15 GB limits. I said that this should not be the case, as the lady confirmed that there were no caps on services. I only heard about it last week and hence, asking.
Also, I said that if that is the case, I have 14 days to cancel it. He said that I only have one or two days to cancel. It just did not make sense. My line just got activated (in truth, it should be activated on Monday 10th May 2004), where are my 14 days?
Anyway, I decided to investigate this issue, and consulted http://www.wanadoo.co.uk/help/broadbandfaq.htm. I found the followings:
QOUTATION 1:
“..What will happen during the Broadband installation?
Within 10 days of your registration with the service, Wanadoo will send you an email informing you that your Broadband connection has been activated and that you can install the modem and connect using the username and password provided.
To install the modem simply follow the instructions supplied with your modem.
Remember to install our software before plugging your modem in…”
I did not receive such email as of today.
“
QOUTATION 2::
“..I already have Broadband from Wanadoo. Will my service be affected?
…If you joined Broadband with Freeserve before 28 April 2004 then your service will remain entirely unaffected by the new Broadband products and you will continue to receive an unlimited service.
Once you move to any of the new services, then you will no longer have an unlimited service. You will receive the usage allowance relevant to your new service...”
I joined on Sunday 25th April 2004.
Equipped with formal clarification, I called freeserve and spoke to a gentleman. When he initially answered phone, he said his name is ‘BRIAN’.
I tried to explain my situation to ‘BRIAN’ but he responded in a robotic fashion saying that if I have joined recently, then my account has a 15gb limit, and since my line has already been activated I do not have 14 days to cancel my account. He was in a rush if you like. He also reiterated that he really cannot do anything about it – I am doomed on a 12 month contract.
By this time, I requested him to allow me to speak to his manager and to confirm his name again. This time he said his name was ‘IAN’. Now, he wanted to know my account details and confirmed that I will be paying £19.99. He also requested me to hold on the line while he speaks to his supervisor about the 15 GB limits. He came back after a minute or so, and confirmed that my account do not have limit.
In summary, after all this, he confirmed that I will be paying £19.99 with no limits for 512k broadband service.
I requested him to confirm this through email and he said they cannot do this. Hence, I am sending this email to confirm and will be grateful if could respond in writing (email and/or letter).
Post Extras
