Broadband & leaving early question
Discussion
Evening all,
I'd appreciate your thoughts on this one! I currently have a deal with one of the big three service providers. I won't name and shame, but let's just say they've not had much luck pulling over the years.
Earlier this week, they emailed me with an email that started with:
I have therefore just phoned them up to say that yes, please, I want to leave. The conversation went something like this:
Them - You can't leave because you're under contract.
Me - You've sent me an email to say I can.
Them - That was a generic email sent to all customers, it doesn't apply to you.
Me - But it says at the top that it recognises I'm on a monthly deal.
Them - Yes, but if you look further down the email, it says that it doesn't apply if you're in a contract.
Me - No it doesn't.
Them - Yes it does.
Me - "reads out every word it says on both the email and the "click here for more info" link, where it says no such thing".
Them - It doesn't matter, you still can't leave!
I've ended the call at this point, as I've been left speechless! They've written to me to tell me I can leave, in perfectly clear English with no conditional statements, then when I phone them up, they point blank tell me that's not true!
Anyone have any thoughts on this?
I'd appreciate your thoughts on this one! I currently have a deal with one of the big three service providers. I won't name and shame, but let's just say they've not had much luck pulling over the years.
Earlier this week, they emailed me with an email that started with:
Email said:
Our prices are going up on 1st November. But your monthly bill won't change until your offer ends.
Further down the email, it says the following:Email said:
We hope you'll carry on enjoying everything with us. But if you want to, you can change or cancel your package at any time before 31st October, without paying any cancellation fees. Visit here to find out more.
Now, my deal doesn't end until December, but I can get a massively better price elsewhere, so I'll take advantage of the option to move, which firstly I understand they have to offer me under OFCOM rules, and secondly, they've told me in clear black and white in the email I can do without penalties.I have therefore just phoned them up to say that yes, please, I want to leave. The conversation went something like this:
Them - You can't leave because you're under contract.
Me - You've sent me an email to say I can.
Them - That was a generic email sent to all customers, it doesn't apply to you.
Me - But it says at the top that it recognises I'm on a monthly deal.
Them - Yes, but if you look further down the email, it says that it doesn't apply if you're in a contract.
Me - No it doesn't.
Them - Yes it does.
Me - "reads out every word it says on both the email and the "click here for more info" link, where it says no such thing".
Them - It doesn't matter, you still can't leave!
I've ended the call at this point, as I've been left speechless! They've written to me to tell me I can leave, in perfectly clear English with no conditional statements, then when I phone them up, they point blank tell me that's not true!
Anyone have any thoughts on this?
Faz50 said:
Did you get through to the XXX UK call centre or elsewhere?
UK. Weirdly, I've just called back again to register a formal complaint so that I could make sure they'd respond within a certain timescale, and got on to someone who was rather bemused as to why the first person I spoke to had told me what she had, and even more bemused when I said that she'd also checked it with her manager!Anyway, upshot is apology made, and cancellation request accepted with no charges beyond the 30 day notice period.
Altogether very odd, so if a Mod wants to delete the thread, that's fine, although maybe worth keeping it up as a reminder to not necessarily accept the first answer!
This is useful, we’re with the same provider. I renewed our contract in June for 12 months, then in August we decided to move house. I thought we could just get the account transferred but it turns out the current provider does not supply the new address and therefore we would have to cancel.
Spoke with the provider and they said tough that we do not supply your new address and that we’ll have to pay for the full year.
The price increase letter is hopefully going to enable us to cancel the existing contract and join the provide who covers the new address.
Spoke with the provider and they said tough that we do not supply your new address and that we’ll have to pay for the full year.
The price increase letter is hopefully going to enable us to cancel the existing contract and join the provide who covers the new address.
I had a slightly different experience with one of the others (not sky) on Monday. Got an offer through for new customers, so called to cancel as we're out of contract and was going to move over to another provider. They offered fibre package for £52 a month and within 5 minutes they were down to £29.99 all in for 18 months, quick chat with his manager and all sorted. No installation costs and same price as the competition should be a faster. Didn't feel like I had to push that hard to get a decent reduction on the 'offer' they had on book.
We weren’t leaving early, just cancelling our service and going elsewhere.
Out of contract on a rolling monthly so called up to cancel and got charged a cancellation fee. Phoned back to ask why and was told I’m in contract and if I wanted to complain I could email in.
I emailed in showing the date I signed up and the date my contract ended after 12 months. I also showed how I was now 15 months in so 3 months past my contract ending.
I was emailed an apology and told I should expect a refund. Not had it yet so this has reminded me to chase it. Made me wonder if they do it with everyone hoping people don’t realise or are too busy to fight them.
Out of contract on a rolling monthly so called up to cancel and got charged a cancellation fee. Phoned back to ask why and was told I’m in contract and if I wanted to complain I could email in.
I emailed in showing the date I signed up and the date my contract ended after 12 months. I also showed how I was now 15 months in so 3 months past my contract ending.
I was emailed an apology and told I should expect a refund. Not had it yet so this has reminded me to chase it. Made me wonder if they do it with everyone hoping people don’t realise or are too busy to fight them.
AndyTR said:
Got an offer through for new customers, so called to cancel as we're out of contract and was going to move over to another provider. They offered fibre package for £52 a month and within 5 minutes they were down to £29.99 all in for 18 months, quick chat with his manager and all sorted. No installation costs and same price as the competition should be a faster. Didn't feel like I had to push that hard to get a decent reduction on the 'offer' they had on book.
That sort of thing really bugs me.A provider currently offering an Amazon Echo was charging me £90 a month for broadband and TV. Apparently if I want a good eal I need to call them. Well I went on the EE site earlier, they called shortly afterwards they call to ask if they can help, wife is in says I am out call back at 7.30.
They did, now moved to them, admittedly no TV but now paying £30 a month!
We’ve used price increases to have way more than the increase shaved off the bill for the following 12 months. We had the letter yesterday but are very happy with the service which has been stable and fast.
We wanted the service cable moving to accommodate building work and they did this foc. 4 weeks later the council contractor doing pavement work cut through the cable and they were back out again re running the cable, again foc to us although maybe not for the contractor.
We wanted the service cable moving to accommodate building work and they did this foc. 4 weeks later the council contractor doing pavement work cut through the cable and they were back out again re running the cable, again foc to us although maybe not for the contractor.
I made a little money off BT price increases by cancelling and switching, immediatly after they'd Quidco-'d me £135, then put their prices up mid-contract the same month.
Moved to N*wTV who didn't pay me the £70 Quidco fee after five months, got bored by their idiotic billing/web site and switched again mid contract.
The cancel fee which both myself and the N*wTV bod I spoke to worked out at £108, eventually appeared as a £55 debit, with no explanation, so who knows what the heck is going on. Then, even more mysteriously, the £70 Quidco fee arrived.
Er.
I'm currently on Post Office Broadband* at £17 p.m. via an affiliate link. They're pretty good with the phone support, and confirm everything with a nice polite letter in the post. Even their Zyxel router is 'nice.' :-)
Moved to N*wTV who didn't pay me the £70 Quidco fee after five months, got bored by their idiotic billing/web site and switched again mid contract.
The cancel fee which both myself and the N*wTV bod I spoke to worked out at £108, eventually appeared as a £55 debit, with no explanation, so who knows what the heck is going on. Then, even more mysteriously, the £70 Quidco fee arrived.
Er.
I'm currently on Post Office Broadband* at £17 p.m. via an affiliate link. They're pretty good with the phone support, and confirm everything with a nice polite letter in the post. Even their Zyxel router is 'nice.' :-)
- Other providers are available.
Gassing Station | TV, Film, Streaming & Radio | Top of Page | What's New | My Stuff