Beware: On-Demand Errors

[bernardharte]

I got my bill today and saw a film rental that I know I did not do.

I called billing and they told me I needed to speak to faults. After 30 minutes being transferred to x-NTL and then to the (correct) ex-Telewest fault line I was told that the system records showed that I had not only rented that film but was also simultaneously watching three other (free) programmes.

As you can well imagine it took a while for me to convince the person I was talking to that this was not possible, but eventually they agreed and registered a fault.

I then called customer care and asked them to put a credit on the account, but they refused.

I then called retentions and threatened to cancel all services. Of course, when it got to the point of asking me why, he ran off to another system which 'confirmed' that I had not rented the film and I got my credit.

I don't mind errors - well I do - but what I really hate is these multiple systems that contradict one another and the sheer effort of getting the problem fixed.

Check your bills!

the "other system" is just a way for him to back down and give you the credit so you don't disconnect. There is only one system that you can check on the VODs thats avalible to retentions staff.

[Hom3r]

Last year we £168 of on demand stuff, some of which was adult.

The only problem was:

A) Non of the stuff was ours.
B) We where on holiday for most of the days listed.
C) The box that had ordered it was not ours (as said by the VM rep)

It still took them 4 months to sort it though

[Help!!!]

happened to me, I created a thread about it.

Took one phone call to sort out.