ISP screwed up house move, what are my rights?
Discussion
Long story short, on 17 March I got completion/exchange of contracts on a new house, and moved in on 20th.
On the day of completion rang my ISP to let them know I was moving.
Previous owners of house I moved into had cease on the line expiring 26 March, but were with the same ISP, so I hoped there would be no problem.
The day I moved in, plugged in my router and it worked (probably because same provider). Come 26th line died and I had no broadband.
Rang them up and they said they couldn't find any record of my property having had a line, but they would investigate.
A few days later, no update so I rang up and was told there was no record, and it may be the line was given to another customer. Again, they would investigate.
A few days later, nothing, so rang them again, they insisted a new line was needed (how/why when it worked before?) so they would put in a new order. Told me a new one would be ordered, and the phone line would be activated followed by the broadband. I was verbally told it would be Thursday this week.
Friday just gone (10th) got a mail to say it was connected. Tried it - didn't work. Rang again, said email was in error. Phone line was activated but not broadband.
Today I was advised via email that the ETA was 19th June.
So I am going to ring tomorrow, I just wanted to know if I am being unreasonable? I think this is taking the piss so my intention is to cancel. I know I will probably not get sorted elsehwere before the date they have given me but they've just fed me a pack of lies from day one and messed up what should have been completely straightforward.
They have left me without a critical service, and had I not managed to get a decent mobile signal I could have lost my job unless I could have found somewhere else to work. Surely this is a breach of contract and they should let me end the contract without charge, and ideally compensate for the fact they have messed up and have had to buy extra mobile data just so I could work and have some internet connectivity when imprisoned in a house for 3 months!!
Any thoughts welcomed before I call them this week, as I would like to know if I am being unreasonable?
On the day of completion rang my ISP to let them know I was moving.
Previous owners of house I moved into had cease on the line expiring 26 March, but were with the same ISP, so I hoped there would be no problem.
The day I moved in, plugged in my router and it worked (probably because same provider). Come 26th line died and I had no broadband.
Rang them up and they said they couldn't find any record of my property having had a line, but they would investigate.
A few days later, no update so I rang up and was told there was no record, and it may be the line was given to another customer. Again, they would investigate.
A few days later, nothing, so rang them again, they insisted a new line was needed (how/why when it worked before?) so they would put in a new order. Told me a new one would be ordered, and the phone line would be activated followed by the broadband. I was verbally told it would be Thursday this week.
Friday just gone (10th) got a mail to say it was connected. Tried it - didn't work. Rang again, said email was in error. Phone line was activated but not broadband.
Today I was advised via email that the ETA was 19th June.
So I am going to ring tomorrow, I just wanted to know if I am being unreasonable? I think this is taking the piss so my intention is to cancel. I know I will probably not get sorted elsehwere before the date they have given me but they've just fed me a pack of lies from day one and messed up what should have been completely straightforward.
They have left me without a critical service, and had I not managed to get a decent mobile signal I could have lost my job unless I could have found somewhere else to work. Surely this is a breach of contract and they should let me end the contract without charge, and ideally compensate for the fact they have messed up and have had to buy extra mobile data just so I could work and have some internet connectivity when imprisoned in a house for 3 months!!
Any thoughts welcomed before I call them this week, as I would like to know if I am being unreasonable?
https://www.ofcom.org.uk/phones-telecoms-and-inter...
Potentially they could owe you £5 a day till it goes live, but depends if you ever had a confirmed date, not sure if the email they say was an error would count or not, or if you perhaps had an origonal confirmed date when you actually moved.
Potentially they could owe you £5 a day till it goes live, but depends if you ever had a confirmed date, not sure if the email they say was an error would count or not, or if you perhaps had an origonal confirmed date when you actually moved.
Tony1963 said:
All sounds like standard, third rate practice to me. Especially if you’re dealing with BT. They don’t care, it’s as simple as that.
Good luck. You’ll get there in the end. Two weeks is common, maybe longer at the moment.
Once upon a time phoned this company you mention and requested they close a phone contract, was told that it was done and later received ongoing bills for the cancelled lineGood luck. You’ll get there in the end. Two weeks is common, maybe longer at the moment.
Later when complaining, they couldn't find the recording of our telephone conversation
Several phone calls later, frustration got the better of me and the word bloody was used before the line went dead
Supervisor phoned to inform me that they had passed the information on to a debt collector
Phoned the debt collector and explained the situation
Debt collector informed me that the company in question doesn't make mistakes
Case of pay or have a black mark against me and very likely a court case
Isn't life fun when dealing with idiots
Good luck OP
Keep well
ging84 said:
https://www.ofcom.org.uk/phones-telecoms-and-inter...
Potentially they could owe you £5 a day till it goes live, but depends if you ever had a confirmed date, not sure if the email they say was an error would count or not, or if you perhaps had an origonal confirmed date when you actually moved.
This is the problem the agreement was only ever verbal, ergo, not worth the paper it was written on, so to speak.Potentially they could owe you £5 a day till it goes live, but depends if you ever had a confirmed date, not sure if the email they say was an error would count or not, or if you perhaps had an origonal confirmed date when you actually moved.
Tony1963 said:
All sounds like standard, third rate practice to me. Especially if you’re dealing with BT. They don’t care, it’s as simple as that.
Good luck. You’ll get there in the end. Two weeks is common, maybe longer at the moment.
Yes it does doesn't it? Sadly I picked said company because they were apparently good for customer service. However when I googled it, they were 2nd best last year and now second worst. Always seems to happen when I join a supposedly good company.Good luck. You’ll get there in the end. Two weeks is common, maybe longer at the moment.
As for being 2 weeks, they are quoting 2 MONTHS and that is after we've already been without for a month now.
Penelope Stopit said:
Isn't life fun when dealing with idiots?
Oh yes, I have sadly way more experience of this than I would like to, and easy less in the way of favourable outcomes much like yourself. Infuriating.
t company flooding the review sites and a few back handers to amazingly appear at the top of some comparison site with limited coverage.TameRacingDriver said:
Oh yes, I have sadly way more experience of this than I would like to, and easy less in the way of favourable outcomes much like yourself. Infuriating.
In which case can now post that I sincerely feel for you and the millions of others that experience the best of the worstIt's a nightmare
Led me to change my whole outlook on life
I don't expect anything to go right when relying on others work, hence nothing shocks me anymore
Can expand and add a few others if you're bored
Wrote a five page letter of complaint and then dropped it in the bin, it helped release the stress
Do hope that you get a good result
Keep well
Edited by Penelope Stopit on Tuesday 14th April 18:34
So their excuse for this is:
[b]The reason an engineer is required not only for the installation of the line itself, but also will need to test the line connection from the master socket backwards through to the exchange.
As you have been informed from my colleagues the line at your property had a pending cease on it. This means that we the provider was stopping the service to it as per the previous customers wishes. Once it had stopped we could no longer see the line.
There can be several reasons for this such as the provisioning address to the line was incorrect so although it was supplying the physical property it was not reflected at the address in the system. It could also be that as soon as the line was stopped the physical line was then reassigned to a different property, possibly through a different provider who uses the same supplier as us.
These are only a couple of possibilities, right now we cannot know for certain what the cause was as we cannot contact our suppliers directly due to the Corvid 19 lock down.
I am sorry that you feel like you are being fed excuses, all our updates from the supplier are electronic and we can only wait for them. You are right to press for answers and if the option was available to us we would already be chasing this up.[/b]
@Penelope - I am certainly coming to that way of thinking. I genuinely am starting to think everything I get involved with will go wrong in some way, and am often accused of being a pessimist. An optimist with experience, I’d say.
@Jackal - I’m not sure its allowed to name and shame but it may be in some way related to MinusNet.
[b]The reason an engineer is required not only for the installation of the line itself, but also will need to test the line connection from the master socket backwards through to the exchange.
As you have been informed from my colleagues the line at your property had a pending cease on it. This means that we the provider was stopping the service to it as per the previous customers wishes. Once it had stopped we could no longer see the line.
There can be several reasons for this such as the provisioning address to the line was incorrect so although it was supplying the physical property it was not reflected at the address in the system. It could also be that as soon as the line was stopped the physical line was then reassigned to a different property, possibly through a different provider who uses the same supplier as us.
These are only a couple of possibilities, right now we cannot know for certain what the cause was as we cannot contact our suppliers directly due to the Corvid 19 lock down.
I am sorry that you feel like you are being fed excuses, all our updates from the supplier are electronic and we can only wait for them. You are right to press for answers and if the option was available to us we would already be chasing this up.[/b]
@Penelope - I am certainly coming to that way of thinking. I genuinely am starting to think everything I get involved with will go wrong in some way, and am often accused of being a pessimist. An optimist with experience, I’d say.
@Jackal - I’m not sure its allowed to name and shame but it may be in some way related to MinusNet.
nice to see nothing's changed. I had a similar negative experience 10 years ago where they failed to show up then tried to blame me for it and as such wanted me to pay some ridiculous amount for the next visit which "we can do in 6 week's time". Unsurprisingly I told them where they could insert that idea and went with another provider.
TameRacingDriver said:
@Penelope - I am certainly coming to that way of thinking. I genuinely am starting to think everything I get involved with will go wrong in some way, and am often accused of being a pessimist. An optimist with experience, I’d say.
Same ISP kept it nice and simple didn't itNo record of the line, why did they bother trying that as a reason
Most important thing is, mmmmm don't really no anymore, the worlds gone mad
Recently, very recently witnessed a friends new factory being built, everything went wrong and he cracked at one stage, he went ballistic at one of his closest friends over nothing much
Move on, all such a pain though and............
Keep well
Pachydermus said:
nice to see nothing's changed. I had a similar negative experience 10 years ago where they failed to show up then tried to blame me for it and as such wanted me to pay some ridiculous amount for the next visit which "we can do in 6 week's time". Unsurprisingly I told them where they could insert that idea and went with another provider.
Crazy isn't it and that was 10 years ago, things have gone down hill since thenGassing Station | Computers, Gadgets & Stuff | Top of Page | What's New | My Stuff