Broadband App “you’re out of contract”

[sporeman001]

App keeps saying I’m out of contract (I’m not) when I run the synch speed test.  Have reported to customer service who says it’s a known problem due to be fixed. That was 4 weeks ago.  Have uninstalled and reinstalled the app over the course of last 2 weeks but problem still persist. What’s going on? And does anyone else have this same issue?

[pkontou]

yes, exactly the same problem for a while now and not been able to get an answer. 

[Anonymous]

Hey @sporeman001 bit of silly question, but are you still in contract at the moment? I'd recommend dropping us a message over Social Media here so that we can take a closer look at this for you 👌

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[sporeman001]

Thanks for the follow up.

Yes, renewed in April for another 24 months. So, it seems that the app didn’t pick that up. Will drop a message over Social Media as suggested.

[sporeman001]

2 weeks after contacting you via social media (Twitter) as recommended and despite helpful assurances, problem is still persisting.  What more can I do to get this issue fixed?

[MarkD]

Thanks for the update @sporeman001. What was the outcome when you spoke to our Twitter team?  If you're still having the issue, please feel free to drop us a DM on Social Media so we can continue to check this out. 

[sporeman001]

The Twitter team understood the problem, were sympathetic and assured me that the problem will be fixed. After more than 2 weeks (5 weeks when you include time I first raised the problem via live chat) there’s no result i.e. the problem still persists. Disappointed and flabbergasted as this is clearly not a complex issue.

[Anonymous]

Sorry to hear you're still experiencing difficulties here @sporeman001. Are you still able to access your online account as normal? I'd recommend returning to our Social Media team here, they will be able to escalate this further for you.

[sporeman001]

Are you still able to access your online account as normal?  - Yes, this hasn’t been an issue

I'd recommend returning to our Social Media team here, they will be able to escalate this further for you. - Have done, on Mon 13/07 via Twitter. Same assurance... we’ll look into it and update. Asked for status update today. No response.

Can you not escalate this at your end? I’d be grateful.

[Mark]

If we've not updated you through our Social Channels @sporeman001, reply to our last message and one of the team will chase this up for you.