Any way out? (ISP Problems)
Discussion
I thought I would ask the PH masses about this one as I am no good on the subject of internet service contracts.
I took out a new internet package with a popular ISP last December. I am not sure about name and shame rules at this level but lets just say they also do flights. This was a 12 month contract and I was made fully aware that should I need to end early then I would need to pay the remaining value of the contract. Fine, not a problem.
In late June I moved house, and took the net with me to my new place. This was all arranged over the phone and switched over without any change in hardware etc. Fine, bills have come through as normal and it has been okay.
Fast forward to now, and due to an unexpected need to relocate I need to move again. Looking at properties again, it seems that the vast majority have internet included in the rent, meaning I need to cancel my contract early. Equally, my housemates want to set up a new account and installation for when I am gone, so I need to disconnect from this property at least.
So I phone up the customer services, ready to disconnect and pay my remaining three months off. He tells me that I agreed to a new 12 month contract when I moved property. I was not told about this at any point, and certainly haven't signed anything to say so. I wouldn't have agreed to this had I known, as I would have wanted a rolling contract from December for better flexibility.
Here I am now, faced with some nine months worth of bills because I haven't been told I am in a new 12 month contract. Is this typical of a property move? I haven't done anything yet apart from use their probably useless e-mail complaint system, as they don't have a phone complaint system. This isn't the first I have heard of problems with them, however their service is the only one fitted in houses around here, and installation of BT lines is not cheap. I am absolutely disgusted, and will be sick to have pay around 200 quid for a service that I won't be able to use.
No rant, I would lose too much clarity, but I figured I would ask around here to see if I am really stuffed. Mods feel free to move this, as far as I was aware there's a few forums this could fall under.
Cheers.
I took out a new internet package with a popular ISP last December. I am not sure about name and shame rules at this level but lets just say they also do flights. This was a 12 month contract and I was made fully aware that should I need to end early then I would need to pay the remaining value of the contract. Fine, not a problem.
In late June I moved house, and took the net with me to my new place. This was all arranged over the phone and switched over without any change in hardware etc. Fine, bills have come through as normal and it has been okay.
Fast forward to now, and due to an unexpected need to relocate I need to move again. Looking at properties again, it seems that the vast majority have internet included in the rent, meaning I need to cancel my contract early. Equally, my housemates want to set up a new account and installation for when I am gone, so I need to disconnect from this property at least.
So I phone up the customer services, ready to disconnect and pay my remaining three months off. He tells me that I agreed to a new 12 month contract when I moved property. I was not told about this at any point, and certainly haven't signed anything to say so. I wouldn't have agreed to this had I known, as I would have wanted a rolling contract from December for better flexibility.
Here I am now, faced with some nine months worth of bills because I haven't been told I am in a new 12 month contract. Is this typical of a property move? I haven't done anything yet apart from use their probably useless e-mail complaint system, as they don't have a phone complaint system. This isn't the first I have heard of problems with them, however their service is the only one fitted in houses around here, and installation of BT lines is not cheap. I am absolutely disgusted, and will be sick to have pay around 200 quid for a service that I won't be able to use.
No rant, I would lose too much clarity, but I figured I would ask around here to see if I am really stuffed. Mods feel free to move this, as far as I was aware there's a few forums this could fall under.
Cheers.
Edited by JayPee on Thursday 16th September 16:54
Ok so they say you have entered into a new 12 month contract upon moving home. As you have said you knew nothing about and have obviously not signed said contract, this would be your word against theres.
I say phone back with a little anger do abit of shouting about how you have no signed (new) contract and you never agreed to a new 12 month contract. Tell them how you are prepared to seek advice, you might even walk away without paying a penny.
Maybe throw a few distant selling regs in there because im sure customer service agent will have no idea.
I say phone back with a little anger do abit of shouting about how you have no signed (new) contract and you never agreed to a new 12 month contract. Tell them how you are prepared to seek advice, you might even walk away without paying a penny.
Maybe throw a few distant selling regs in there because im sure customer service agent will have no idea.
JayPee said:
Equally, my housemates want to set up a new account and installation for when I am gone, so I need to disconnect from this property at least.
This bit's the key. Another couple of chats with the unblemished reputation ISP to get them to agree that the contract was never amended and has 3 months to run. Then get 3 months off your flatmates and cancel on the anniversary. Job jobbed.
randlemarcus said:
JayPee said:
Equally, my housemates want to set up a new account and installation for when I am gone, so I need to disconnect from this property at least.
This bit's the key. Another couple of chats with the unblemished reputation ISP to get them to agree that the contract was never amended and has 3 months to run. Then get 3 months off your flatmates and cancel on the anniversary. Job jobbed.
On a separate note, a friend of mine in a similar situation cancelled his direct debit, and swiftly rang them and told them that he had done that as he wasn't happy. They charged him a 25 quid disconnection fee. He complained about the poor service and even got that refunded. I will look further into that approach tomorrow.
Cheers for the help so far guys!
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