I thought forum members might like to know how this progressed.
After my last request to @Anina no one called, nothing was done by UPC. After some time reflecting on what we would like to do my wife and I decided to cut our losses and request new eqiupment, knowing this would mean taking a Horizon box. Sadly and as feared this then resulted in a tirade of conflicting information from UPC, mostly relating to what we as existing customers could expect, specifically customers with “faulty” old equipment.
We were assured that our new contract would not be subject to a minimum period so if we did not like things we could cancel immediately with no penalties, we were assured that we would not be charged an installation fee, we were assured that although the monthly charges would increase significantly we would be recovering the now included line rental charges from our Landlord who would be instructed by UPC to cease payments in relation to our account, (as we the renter would be paying it).
So did UPC live up to their promises? in short it should come as no surprise that they did not. Firstly and only after signing the new contract weere we told it has a new minimum period of 12 months, secondly we were charged 99chf installation fee, our landlord has heard nothing from UPC about ceasing payments to them. I requested a copy of the email UPC had issued the landlord and was told I could not have one, but that they would write to me to confirm what was done, something I could then take up with my landlord. In other words the shambloic treatment continues… I have been assured the installation fee was in error and need not be paid (today)
If you are a customer with an old mediabox and it fails, you really should not be faced with a of series false assurances and what appears a total loss of records of who said what, who promised what. I think it is to be expected that old equipment will some day fail, but consider carefully the can of worms you might face trying to get things normalised.
I now require two things be resolved, I want my landlord informed of the new arrangement and copy of said letter or email. I require confirmation of our right to cancel the account or amend it in any way “immediately” without reference to minimum rental periods, because as it stands we are sorely tempted to cancel the entire agreement …it really sucks to deal with UPC.