Mijn Klacht:

I would like to place a complaint in relation with my experince in ordering a new subscription. I think there is a flaw in UPC ordering process.
I found myself in a bad situation without any sign of it.
My story in nutshell:
I would like to switch internet provider. I used UPC website to check the availability of cable tv/internet service on my address, and since the status was ok, I ordered digital TV with internet. A few days after I received a package with supplies, a welcoming email and sms about my new subscription would be activated soon . I called UPC Customer service before and after this, because in my building earlier there was not any cable connection, and I thought I needed for a UPC mechanic who would bring the cable into my meter box. (the building is supplied with coax cable, ready for UPC connection) I made an appointment with a mechanic and I believed everything went to the right direction. But the mechanic realized what I had told earlier, that I do not have UPC connection in my meter box . I was shocked by what he told me, that it takes 6 or even 8 weeks for UPC to bring the cable in, and moreover I have to pay for it. All he could do is to promise me I would be called to get a new appointment for another mechanic to come and check the situation, how far the cable is from my building, based on which I would get an offer for additional costs. I do not understand how it was possible that I could order UPC subscription without UPC being able to provide the ordered services for me. Why do I have to pay for work needed for UPC to be able to provide the services? Plus I also have to pay the monthly TV and Internet bills without being able to use these services.
A week passed, nobody called me for a new appointment, so I had to cancel the termination process of my current internet subscription because I do not know when I will have UPC connection, or if I can afford the installation charges at all, which, according to my opinion, should be UPC’s own cost.
So now I am disappointed, but still believe in a happy ending. I am waiting for a mechanic and the offer, but hopefully UPC will not charge me additional cost of construction work outside the building.
I would like to ask your help and cooperation in solving my problem as soon as possible.
Looking forward to your kind response,
Adam Biro

Gewenste Oplossing:

Installation of AOP in my meter box without additional costs,
as soon as possible.