waqas ashraf

Review of Make It Cheaper

We were signed onto multi-year broadband and phone...

We were signed onto multi-year broadband and phone contracts at 2 sites with false promises of minimum guaranteed speeds. Actual broadband speeds were not even close to what was promised to us. We hadn t had computers installed by that time so didn t notice broadband issues until after we were locked into multi-year contracts. Upon realizing the problem, I contacted the Make It Cheaper team. I was advised to work with the provider technical team to resolve the issues, but even the provider confirmed that Make It Cheaper had signed us up with false information.

After a lot of back and forth with Make It Cheaper, one site was sorted, but 2nd one still without proper broadband speed. Sever months later with over 30 emails and 20 calls, no resolution in sight . Each time a new excuse and same suggestion that it is still being looked into by Make It Cheaper telecoms team.

This fiasco has already spanned several months:
First Make It Cheaper said that there was no other broadband offering such as fiber to improve speeds and that they would look into it once fiber became available in the area.
In May 2019, I followed up and I was told that fiber was still not available in that area, I submitted evidence that fiber was available and that BT was offering fiber broadband
I was sent confirmation End of May that an upgrade was being setup, but no progress at all
I followed-up again and after multiple-calls, now Make It Cheaper is asking me to sign-up a new contract for another 2 years or 3 years at a much higher price now. At the same time they wouldn t commit to taking care of the price difference.
There is no escalation process, I have requested to speak to a supervisor and management team multiple times, but same first line customer service team with standard answer that it is being looked into by the telecoms team.
I don t doubt the sincerity of the customer service team members, but it seems that it is the company culture and attitude towards not taking the ownership and helping their customers!

Customer C642383