Internet provider SBN (Pattaya) - bad business practice?

[plus7]

Do you know a phone of some higher level manager of SBN? I think those girls from the customer service are cheating me.

In April I made a contract with SBN provider (my condo let me no choice) and paid for 12 months. They assured me I can suspend contract when I leave and then resume for 500 baht. It seemed reasonable.

I suspended my account and now when I came back, they said my money is gone and I have to pay again! Now, they don't call it "suspension", but "termination".

[lopburi3]

Have no idea what you signed but a normal internet contract is for 12 months and can not be terminated without payment for full period.

[plus7]

Lopburi,

Thank you for your attention.

That provider offers an option to pay for a month, 6 months or 12. I paid for 12 months in April. Suspended in August (to save the period when I'm abroad). Now when I come back they say the contract is terminated.

[lopburi3]

Most bill monthly but a new contract is for a period of 12 months minimum. This normally pays for there free install/modem offers - you are required to keep paying for the 12 month period.

[plus7]

Lopburi,

Thank you for your answer. I repeat everything in short: I paid for 12 months in April. Now, after 6 months they said my contract is expired.

Edited October 7, 2015 by plus7

[lopburi3]

I expect that is because you initiated the service suspension - they have taken that as your termination of contract and as you paid the full 12 months that took care of payment. I would try explaining it was just that you would not need service during that month and that you understand it does not increase you 12 month contract and see if they can accept that as a solution - but if they have collected equipment or removed lines it may be a problem.

[plus7]

Lopburi,

They insist that suspension is like service termination. Say something like "Girl at counter didn't tell you this, but it is so, unfortunately".

I see this is very very unfair from their side.

[lopburi3]

Yes but attacking only circles the wagons. Perhaps too late now but explaining along the lines that you misunderstood and asking that you be allowed to continue your contractmight allow a re-evaluation on there part. It still might be worth a shot.

In point of fact the girl may not have understood you and believed you were asking if you could end contract and she responded yes because you had fully paid. These type of misunderstandings are very common - and often best to ask what they can do to resolve then to fight them.

[KittenKong]

Sophon do indeed allow you to sign up for just a month at a time (albeit at greater cost). In this respect they are totally different from regular DSL suppliers, and indeed from most other cable suppliers.

From what I remember from when I was with them, having paid for a year in advance you could indeed suspend service for x months, for which there was a small fee.

So in this instance it does sound as though they have mistaken "suspend" for "terminate".

That said the management should be able to reinstate your balance (minus the fee) and reinstate your service if you ask them.

The problem will be that Sophon's management really dont give a flying xxxx about their individual customers. They had one extremely helpful lady sales manager at one point, who would bend over backwards to try to help and retain customers, but she left because the higher management just didnt care.

I dumped Sophon for 3BB because Sophon were unwilling to set my (their) modem to bridge mode.

[plus7]

KittenKong, yes, earlier there was another sales manager ...