SUPANET problems (merged)

normanmark

Well as said, it seems they've tied you into a new 12 month contract, if you've agreed the upgrade & yes, verbal agreements do count with broadband.

Now its Supanets discretion to give a migration code, its not a written rule that they MUST give it. As you've found out with Ofcom.

The only way to get out of this is to get the broadband service off the line. You will have a downtime, broadband takes between 7 & 10 working days to be ceased & then a further 5-7 working days to be provided again. If you operate a business from home i guess if its that essential that you have a net connection then a dial up service would be the only option to give you the net connection in between the cease & re-provide

MortgageMamma

Yes but my whole point is I never verbally agreed to anything as I was never told I would be tied in for a further 12 months, and they have the cheek to charge me £20 for each conversation I want to listen to and there's at least five. This is why I am so infuriated, as it will cost me at least £100 to resolve this, and even then they will only offer a cease and reprovide. the public should be made aware when they are tieing to to a twelve month contract, as by law you should be given a cooling off period. The fact is, if I;'d have been given the facts honestly by Supanet from day one I would NEVER have entered this contract.

normanmark

Did you not think to ask if a regrade would tie you into another 12 months contract. I can hear what you're saying but some repsonsibility has to be taken by you for ensuring you dont tie yourself down to further contracts.

Have you read terms & conditions on Supanets site as to where you stand regarding contract agreements?

MortgageMamma

I read the copy of my written agreement with them. companies by law cannot change the terms of a contract without writing and telling you. I did not think to ask them if I would be tied in but there again I can argue its not my responsibility to ask, as you would think that having been with them 16 months anyway would leave you out of a tie in period. If I sold a mortgage to somebody without telling them they were tied in for any length of time I would have claims coming out of my ears. I dont see why the communications industry should be any different. Its just not right. My point is, an individual cannot be tied into a further 12 months contract if they did not click a button on internet agreeing to it, did not verbally agree to it, or sign a written contract agreeing to it. It is THEFT dressed up not so nicely that supanet are doing this. They are holding the my line hostage using a marker, and knowing I cannot lose my connection until a cease and reprovide takes place or it will cost me thousands. All ISP's should be made to disclose at the beginning of a sales process what will happen upon cancellation or changes to a contract, as judging from what is said on other posts about TT etc the public are being disadvantaged, duped and ripped off by these companies.

DonnyDave

The Supanet Code of Practice states:

8. Minimum contracts
Some of our internet access products have a minimum contractual term, typically of 12 months. However, it is possible to upgrade your product subject to the commencement of a new 12-month contract on the new Supanet product. Details of available upgrades are on the Supanet portal or contact our ISP sales line.

Should you wish to move to another ISP within your 12-month contract period, you can do so following payment of the outstanding balance of the 12-month contract. ...

MortgageMamma

Doesw that T & C have a date stamp on it donny because that is not what is printed in my t & c's I have received in writing from supanet.

normanmark

MortgageMamma wrote:

Doesw that T & C have a date stamp on it donny because that is not what is printed in my t & c's I have received in writing from supanet.

its version 1.7 which was published february 2006. Previous versions will probably contain the same things

DonnyDave

MortgageMamma wrote:

Doesw that T & C have a date stamp on it donny because that is not what is printed in my t & c's I have received in writing from supanet.

All the terms and conditions are on the website here.

That includes the Code of Practice that I provided a link to and quoted. It is version 1.7 February 2006.

The broadband T&Cs are here.

patgc

Is anyone else having problems with getting their mail from Supanet today ?

Guy_Wise

Yes indeed, there appear to be problems, returning pop3 errors.

Also someone else i know has similar, so not just you