With UPC it is only possible to get a contract changed or cancelled by calling them or using the chat function.

So, two years ago we moved, and since Swisscom is doing everything in their power to stay in control of the last mile they keep on having terrible copper speeds (they started with fibre work this week, but they are bulding FTTS, max 500Mbit download. Why? It’s technologically impossible to cut them out and and every competitor has to use their infrastructure -> more money for Swisscom)

I was happy because I could get a 1Gbit/100Mbit connection with UPC, which was an improvement from the stoneage 100/10Mbit we could get before.

After two years my offer of 1Gbit Internet + TV replay for CHF69 ran out. Due to us using TV about twice a year, paying CHF 129 now is not really feasible. So I wanted to downgrade to Internet only for CHF99.

Changing my subscription in MyUPC wasn’t possible. So I had to call. The callcenter operator was shifty and somehow always started talking about TV. I repeatedly said I only wanted Internet.

Finally he confirms the contract was changed. The next day I notice I now have a contract of 1Gbit Internet with TV for CHF59 on top, i.e. CHF 159 per month. Wtf.

So I call the next day again. I spent nearly one hour on the phone and they confirmes they fixed it and would send conformation.

It’s three days later now. I still have that CHF 159 contract in my account.

I can’t write them, because they don’t accept that. I can only fucking call them. And it’s just shitty: callcenter operators are constantly trying to upsell you, use confusing language all the time and I’m here wondering: what recourse do I have? I have nothing in writing. If I cancel my contract and they don’t cancel, how am I supposed to provide proof that I actually cancelled with them? I have nothing in writing.

Also, does anyone know if UPC and Sunrise now operate as one entity? I noticed I could get the same 1Gbit/100Mbit connection through Sunrise with another offer. So I’m thinking whether it’s possible to cancel UPC, go to Sunrise and get another new customer offer for the same product from them.

Too bad Switzerland is slipping into the Internet stoneage, except where public utilities built the FTTH fibre network.

Check the [fibre atlas](https://s.geo.admin.ch/652919082605) with 1Gbit upload selected (means FTTH available) and see how the right Lake Zürich bank, it’s all green. The left bank has nothing. “Socialism” in the form of public works that do the work Swisscom doesn’t want to do suddenly seems a great thing in those very fiscally liberal municipalities.

10 comments

  1. Internet stone age? We are on par with Romania in internet speed, we are both the best in Europe, there was a map somewhere in this sub about internet in europe.

    What you have my friend is shitty business practices, call centers even though they are supposed to gradually stop their BS, increased and are more agressive than before. We had a guy harassing my lab to specifically ask for a colleague to sell their 3rd pillar bullshit. We told them many times this is a hospital hotline but he insists he is in his rights. Imagine being a call center and call the 117 because a cop is one of your clients.

    Whoever works in this field, repent, find another job or burn in hell

  4. Not a lawyer, obviously, but maybe you could still write them an email just to make sure you have it in writing? I’d probably call, discuss what you want (take notes), then send an email afterwards (just to customer support or whatever email you can find) writing out what you just discussed via telephone.

    Sounds like some horrible customer support, I’d like to say Swisscom is better but I’m not sure if they actually are…

  6. How different experiences can be! I’ve never had shitty customer support if something went wrong and never had to wait long. They were always glad to help (unlike Salt…).

    Btw, they should offer you a reduced price if you tell them you want to terminate the contract with them. And another tip, always call when they have a special deal that is better than our current, even if it’s meant only for new customers…

  7. >constantly trying to upsell you […] use confusing language […] nothing in writing […] cancel my contract and they don’t cancel

    Yup, sounds about right.

    ​

    If you want only internet go somewhere else. Wingo, Salt, … companies who don’t make most of their money upselling TV subscriptions which are free on air and iptv and renting 20$ boxes for 50 bucks a month just to record the thing.

  9. Try to contact the line for canceling. At least with Sunrise in Lucerne they did everything they could so I would stay. Meaning I still pay 40 bucks for 1GBit fiber and tv.

    But it could be that given your location, they know that you don’t have many options and won’t go that low. You can still try

  10. Record your phone call: [Use the Phone app to record calls](https://support.google.com/phoneapp/answer/9803950?hl=en). There’s even an automatic message that plays at the start of the recording to tell the other side the same bs legalese that you hear when calling UPC. That way you have a recording of the call.

    Btw, next time start off by trying to cancel immediately, the reason they force you to call is to for customer retention – they offered me a reduction of 89chf to 65chf (for the same deal as you 1Gb/100Mb with TV). Still rejected it as I will go for the init7 10Gb/10Gb offer for 65CHF when my notice period ends.

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