What kind of policy is this?

A

Anteater

New member
I called up to change my programming from the Digital Essentials + Movies (whatever that's called for $72 per month) to the Digital Essentials, which I couldn't do online because you can only "enhance" your programming there, and they told me that the change wouldn't go ahead before October 26th because I've already been billed for the next month?

Come on. I can't remove the premium movies package and sports pack and change news/learning to lifestyle without waiting almost an entire month? I'm really considering making the switch to StarChoice at this point.
 
That's the policy. They also require 30 days notice to click the disconnect services button.
Time to evaluate.
 
Many service providers now have that policy - the pricing reduction takes place at the next billing cycle. This is to prevent people from subscribing for a specific event and then cancelling again right away (amongst other things). It also eliminates the need for a pro-rata reduction.
 
I understand that if you subscribe to a service such as TMN, you should have to keep it for 30 days, but after 31,32,33 etc days I should be able to remove them when I want, and I can with my provider.
 
To be able to remove a theme or a package off your programming you need to have the theme for a minimum of 30 days, THEN the theme is only cancelled ON THE FIRST DAY of the NEXT BILLING CYCLE

I've had other cable and satellitte provider who had the same policy and some that didn't...

Some cell phone compagnies and some telephone compagnies also have the same policy...

The option to "downgrade" on line is not offered. They prefer you to call in to cancel the theme or package so that the agent could try to save the "downgrade". That policy is very unfair to the agents, because on each call the agent advise clients that they could go on the web site, otherwise they loos quality points, and therefore part of their bonus. Client would go when it's time to "upgrade" and would call wen they want to "downgrade", therefore making it harder for the agent to reach his RPC (revenu per call) and his related bonus...

 
Some other providers have such policies in the contract but they don't enforce them as dogmatically as EV does. This topic has been discussed in other threads. IMHO, it's acash grab from unsuspecting customers and is contrary to past CRTC rulings. Unfortunately, the CRTC has walked away from billing issues (probably due to too many complaints about Bell companies to handle) and you called 3 days too late. :eek: I suggest you call to cancel. They might give you 3 months free service. (Rather ironic when you think about it. :rolleyes:) OTOH, EV might demand 30 days notice to cancel (also more dogmatic than most BDUs.) At least you wil have 30 days to get another provider. ;)
 
The "everyone does it" excuse cannot and should not be accepted though. "We, the people" should push back and complain to the CRTC in this case specifically if it affects you.

Bell is a corporation and uses whatever means they can to protect their revenues. That's their job.

Personally, on one hand, I think that as long as you are past the 30 day minimum subscription time, you should be allowed to cancel and get a pro-rated refund since you are paying in advance.

On the other hand, I've seen just how bad the accounting/billing can be and feel they are doing everyone a favour by not messing with the bills mid-month (but that's a completely differnet issue that needs to be resolved).

I avoid like the plague making changes of any kind on my account and do so only when I am "up for a challenge" as rarely does it go smoothly. I think I batting about 1 in 10 or so for a perfect account related change, but my expectations are now set so low that if it only takes 2-3 calls to straighten something out I consider myself lucky.

On the other hand (a third hand!), I hope that anyone paying for the services can afford to pay the amount to begin with. A pro-rated discount on a subset of the services can't amount to much. Not sayin that it is right for them to "protect" and keep the money and I'd argue just on the principle of it, but I'd rather pay the $15-$20 to avoid having to deal with the potential account issues and wasted hours on the phone, which is pretty sad.
 
A thing that lots of clients are complaining about... You can "upgrade" at anytime, and the programming is on within 15 minutes to a maximum of 2 hours, but can only "downgrade" on the first day of billing cycle. Also when a client calls to make a "downgrade" the agent, instead of affecting his stats will tell the client that X is your billing cycle, you would have to call on that day. This is wrong! We can always, at any given period of the billing cycle do an open order to remove something. Often also client is no told that since the next bill will be printed before the themes are acutauly removed the next bill will show the cost of the actual package, and once the theme or package is removed they will then get a credit for the overpaid period. Thaqt last point itself generates so many call backs...the client calls back and think that there is a mistake, that the changes weren't done as requested.

When you make a "downgrade" make sure you take the date, agent name and EX number, with to make sure the 3 digit employe name that will appear on the notes. The EX number of the agent doesn't appear on the notes, but when you look at the notes section you see the 3 digits code (for example:ABC) as the person who wrote the note. Also, if the person didn't make the "downgrade" you requested but you have all that info it would indicate to the agent that you did, in fact call and would allow him to credit you the extra month you would end up paying since he would have to remove it on the first day of the next billing cycle
 
...unless they choose to disconnect you on the very same day and still charge you for the next 30 days. Quite a few people have had that happen to them (see the rant threads).

You didn't make the mistake of thinking BEV was an ethical company, did you?
 
Sorry man. I can't push back because I agreed to the terms and conditions before I signed up for the service. I also read them before signing up to ensure I was aware of my responsibilities and theirs. If I did not like it I would not have signed up.
 
The first part -- remove premium movies package and sports pack -- would be subject to the downgrade policy.

But it sounds like you have news/learning pack and want to switch it to lifestyle pack and you can't do that without downgrading and upgrading separately? That's daft!
 
But that needs to be balanced with a commitment to "fair dealing" with the public. EV provides a public service and there is a limit to what they can do without being subject to public backlash and legal liability.

The "consumer movement" of the 1970s and 1980s arose out of the publics' anger over the quality of consumer products. That has been mitigated somewhat by modern concerns about price but the legacy is still there. It remains in the form of "lemon laws" for automobiles, quality processes adopted by corporations and consumer organizations that rate product quality. IMHO, a similar thing is now happening over retail prices (especially when compared to the US.) Next up is services. People must and will demand high quality services, especially when those services command a premium price, as is the case with EV. IMHO, EV's HD service is so bad it's not even worth stealing. The only reason I am still with them is due to a retention offer and investment in receiving equipment.


Never. OTOH, a lot can be determined by wording. "Disconnect my service today" can be taken as an order to stop service unconditionally. "I want to discontinue my service" can be taken as a request to disconnect at the earliest opportunity under the service contract. Either way, the 30 day rule applies. In either case, CSRs can make mistakes and do the right or wrong thing. Maybe "Please disconnect my service when it is allowed by my service contract without incurring financial penalty" would be better but nobody but a lawyer would think of that. :D
 
I do this about twice a year but as long as the overall package count (5 for me) remains the same I am able to do this. As far as adding pick and pay channels (Leaf$ TV for the wife {really I'm a Habs fan}) I have to call and speak with a CSR to get this acccomplished.
 
Other providers do the same? How about names?

I hate this kind of policies and would like to know how many actually have them.

-gmd
 
From Rogers TOS

And again from Rogers TOS

From Shaw TOS

From StarChoice TOS

Good enough?

Nem, who sometimes gives you what you ask for.
 
Rogers does, as does Shaw. I've never had *C so I can't say.

Nem, who clearly, gave a short answer.
 
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