Early Termination of Broadband Contract
Discussion
Currently looking for advice on this situation.
I have been a customer of a certain broadband provider (to avoid N&S rules let's call them Chat Chat) for many years, and very rarely had issues in my previous house.
I moved into a new house at the end of November, as I knew this was coming I had been out of contract with Chat Chat, but paid on a month by month basis. Upon moving in, I set up a new 18 month contract with them, with a 21 day "cooling off period"
For 22 days the internet worked fine. On the 23rd day, and pretty much every day since then, it cuts out at least once per day (even showed evidence of this to Chat Chat). Their response on 23rd December? Send a new router out, as their analysis says no problem with the connection itself so it must be the router.
Received and installed new router just after Christmas. Been stable but a little slow since then, until yesterday, it has now gone down 4 times in the last 24 hours. Complaints falling on deaf ears, really unimpressed. What makes it worse is the OH works for the NHS, does a lot of work from home, and it cut out midway through an important conference call. Not proud that we have to use the NHS card here but Chat Chat won't listen.
I'm sure I read somewhere that there are ways to get out of a contract without having to pay any early exit fees, if the service is not being provided to the standard expected. We just find it highly convenient that the problems only started once the cooling off period expired. Anyone with any experience of getting out of something like this?
I have been a customer of a certain broadband provider (to avoid N&S rules let's call them Chat Chat) for many years, and very rarely had issues in my previous house.
I moved into a new house at the end of November, as I knew this was coming I had been out of contract with Chat Chat, but paid on a month by month basis. Upon moving in, I set up a new 18 month contract with them, with a 21 day "cooling off period"
For 22 days the internet worked fine. On the 23rd day, and pretty much every day since then, it cuts out at least once per day (even showed evidence of this to Chat Chat). Their response on 23rd December? Send a new router out, as their analysis says no problem with the connection itself so it must be the router.
Received and installed new router just after Christmas. Been stable but a little slow since then, until yesterday, it has now gone down 4 times in the last 24 hours. Complaints falling on deaf ears, really unimpressed. What makes it worse is the OH works for the NHS, does a lot of work from home, and it cut out midway through an important conference call. Not proud that we have to use the NHS card here but Chat Chat won't listen.
I'm sure I read somewhere that there are ways to get out of a contract without having to pay any early exit fees, if the service is not being provided to the standard expected. We just find it highly convenient that the problems only started once the cooling off period expired. Anyone with any experience of getting out of something like this?
You could sign up on the ADSLGuide site & set up a Broadband Qulaity Monitor. This pings your router once a second & produces a graph showing any congestion or dropouts:
https://www.thinkbroadband.com/broadband/monitorin...
It might help in showing up a line fault.
https://www.thinkbroadband.com/broadband/monitorin...
It might help in showing up a line fault.
Road2Ruin said:
To be fair, it could easily be the house telephone wiring rather than your isp, difficult to tell. I had a similar problem a few years again and it turned out to be a dodgy telehone extension.
Funny you should mention this. I've been talking to the ISP through Facebook (why I can't just speak to someone on the phone without being placed on hold for 3 hours is beyond me), they did line tests saying it's all normal but somethings wrong from our end. Tried taking the plate off the 5C Master Socket and using what they called the test socket. No issues plus the download speed went up from 24mbps to the 35 I'm actually paying for.
New socket ordered from Amazon for a tenner. Installed yesterday and so far going well.
Gassing Station | Computers, Gadgets & Stuff | Top of Page | What's New | My Stuff