The TopUp.TV Saga - Bad service or worse?
15/09/07 16:51 Filed in: Personal
About two months ago we had just about enough of Sky Television. Multiroom had died and they just couldn't give a stuff. Then we had two sets of engineers out, but told in advance we had a tall house... and both leaving when they discovered the house... was.... tall.
I blogged about this and the outcome as well as look at some of alternatives available.
Having looked into it, and knowing I could get FreeView channels no problem at all, we opted for TopUp.TV. All in all this seemed the best of both worlds. We could cancel at any time, the devices (160gb PVR) wasn't too overpriced and did include two tuners and the £10 a month ticket for what we got was all in all a good deal.
Or so we thought.
Fact is, even though we have strong signals and the hardware delivered worked 'to specification' it NEVER worked well. Some channels we totally unwatchable on the Thomson device and worse of all, the channels you £10 to have them download over night; never once managed to download more than a couple that could ever be watched.
The problem was TOO MUCH signal it transpired. So a device was dispatched so we could cut down on those strong Freeview signals from further afield. But that made little or no difference and in the end we gave up, cancelled with TopUp and went back to Sky.....
... it's at this point it all turned a bit Pete Tong.
The letter reads
Dear Mr Leather
When you subscribed to TopUp TV you indicated that you would make payment by direct debit.
We have recently approached your bank to set up a Direct Debit Instruction. Unfortunately your bank has returned the instructions to us with the reason "Instruction cancelled by payer."
- Which is exactly right. The fact that they took TWICE the payment for the service instead of giving me a free month seems to have been lost. But given they had been in receipt of a cancellation letter for over three weeks, why the shock!? It goes on.
We hope this matter can be resolved as soon as possible but failure to respond within 14 days from the date of this letter may result in a disruption to your service
- You have to laugh. WHAT SERVICE!
Now the kicker.
Furthermore as you are currently within your 12 month contract period, failure to provide us with an updated payment method could result in your details being passed to our debt collections agency.
- At this point... I went mental!
You will note that for NEW CUSTOMERS that it's "Just £99.99 for the PVR" (We actually paid £140 at the time), "NO CONTRACT" and "£9.99 a month"
I checked the documentation. NO CONTRACT. I looked at the SLA and the T&C's and there was only a mention of a minimum period "Should there be one".
I have to admit. For a few minutes I did indeed think I'd gone mental and signed up to a year with them.
Then I calmed down and sent them a very strongly worded (no swearing mind) letter about how I felt they were attempting to defraud me because I had signed NO SUCH 12 month contract. I took the time to find the particular legislation relating to such fraud and included it in my letter.
.. and I get excited about the possibility of having a day in court over this.
Their letter reads;
Dear Mr Leather,
Thank you for contacting Top Up Tv.
- Really? I wouldn't imagine so. But if you say so.
We would like to confirm that the deal you signed up for on our Website did not indicate a 12 month contract.
- I wasn't under ANY impression it did! The continue.
We would like to apologise for the previous letter sent to you regarding a breach of contract, this was a Administration error.
- Well, I think that's a load of BS. My thoughts are this. They send out the "YOU OWE US CASH" letter first in the hope some poor old Granny will have a heart attack, panic and rush them a cheque. Even I had to check the contract twice and Sue initially sided with the letter. It's easily done. Send something official looking with threats of Bailiffs and most people panic; I include myself in that list.
We can confirm that you have no outstanding balance on your account...
- No.. Because you owe me £10!
.. and there is no refund due to yourself.
- Not true. But can I be bothered.
It then goes on saying I can't get the money back for the device because it's OUTSIDE the 7 day return period. Which is VERY interesting. Because THEY say to give the device a week in order to get up and running. So if you take their advice... you run out your hand back period.. Nice idea eh?
I blogged about this and the outcome as well as look at some of alternatives available.
Having looked into it, and knowing I could get FreeView channels no problem at all, we opted for TopUp.TV. All in all this seemed the best of both worlds. We could cancel at any time, the devices (160gb PVR) wasn't too overpriced and did include two tuners and the £10 a month ticket for what we got was all in all a good deal.
Or so we thought.
Fact is, even though we have strong signals and the hardware delivered worked 'to specification' it NEVER worked well. Some channels we totally unwatchable on the Thomson device and worse of all, the channels you £10 to have them download over night; never once managed to download more than a couple that could ever be watched.
The problem was TOO MUCH signal it transpired. So a device was dispatched so we could cut down on those strong Freeview signals from further afield. But that made little or no difference and in the end we gave up, cancelled with TopUp and went back to Sky.....
... it's at this point it all turned a bit Pete Tong.
28th August - The first letter - TopUp have Strop Up
The letter reads
Dear Mr Leather
When you subscribed to TopUp TV you indicated that you would make payment by direct debit.
We have recently approached your bank to set up a Direct Debit Instruction. Unfortunately your bank has returned the instructions to us with the reason "Instruction cancelled by payer."
- Which is exactly right. The fact that they took TWICE the payment for the service instead of giving me a free month seems to have been lost. But given they had been in receipt of a cancellation letter for over three weeks, why the shock!? It goes on.
We hope this matter can be resolved as soon as possible but failure to respond within 14 days from the date of this letter may result in a disruption to your service
- You have to laugh. WHAT SERVICE!
Now the kicker.
Furthermore as you are currently within your 12 month contract period, failure to provide us with an updated payment method could result in your details being passed to our debt collections agency.
- At this point... I went mental!
Allow me to present exhibit A M'Lord
You will note that for NEW CUSTOMERS that it's "Just £99.99 for the PVR" (We actually paid £140 at the time), "NO CONTRACT" and "£9.99 a month"
I checked the documentation. NO CONTRACT. I looked at the SLA and the T&C's and there was only a mention of a minimum period "Should there be one".
I have to admit. For a few minutes I did indeed think I'd gone mental and signed up to a year with them.
Then I calmed down and sent them a very strongly worded (no swearing mind) letter about how I felt they were attempting to defraud me because I had signed NO SUCH 12 month contract. I took the time to find the particular legislation relating to such fraud and included it in my letter.
Time passes
.. and I get excited about the possibility of having a day in court over this.
12th September - Top Up.TV caught with Pants Down
Their letter reads;
Dear Mr Leather,
Thank you for contacting Top Up Tv.
- Really? I wouldn't imagine so. But if you say so.
We would like to confirm that the deal you signed up for on our Website did not indicate a 12 month contract.
- I wasn't under ANY impression it did! The continue.
We would like to apologise for the previous letter sent to you regarding a breach of contract, this was a Administration error.
- Well, I think that's a load of BS. My thoughts are this. They send out the "YOU OWE US CASH" letter first in the hope some poor old Granny will have a heart attack, panic and rush them a cheque. Even I had to check the contract twice and Sue initially sided with the letter. It's easily done. Send something official looking with threats of Bailiffs and most people panic; I include myself in that list.
We can confirm that you have no outstanding balance on your account...
- No.. Because you owe me £10!
.. and there is no refund due to yourself.
- Not true. But can I be bothered.
It then goes on saying I can't get the money back for the device because it's OUTSIDE the 7 day return period. Which is VERY interesting. Because THEY say to give the device a week in order to get up and running. So if you take their advice... you run out your hand back period.. Nice idea eh?