Post office 12 month contract what happens if you move ?

Jon_01

Anyone know about the T&C's of a Post office phone line ?

My lad took a 12 month contract out with them last March. He was in east Wales at the time, they charged him £120(something) to reconnect the line which he paid.

6 months down the line he moves to Penrith and has the line moved to his new place (he moved to finish his uni degree).
His course end's at the end of this month so he's just call the PO to cancel (as he's moving back home for a few months), and been told that he's started a new 12 month contact when he moved ?
No told him this at the time and I've not come across this before. I thought when you moved the contract just carried on not reset. If he's been told this at the time he'd have said something as he knew he's only be in Penrith for 6 months !

He didn't have to pay to have the line reconnected as it was there and working before he moved in.

Anyone know if this is right ?

He's been told by the helpdesk to email the complaints dept, which he's just done...

OldGreyFox

Their is no minimum term if he has just got the phone service.


" no long contract and no minimum tie-in"

http://www.postoffice.co.uk/portal/po/content1?catId=68600711&mediaId=19300217&RMGPOPPC=Post+Office+Phone

But if has got broadband as well its a 12 month contract and their T&C are clear.

"If you are a Post Office® Broadband customer and we are
able to move Post Office® Broadband to your new home,
a new Minimum Broadband Term will apply at your new
address. We will not charge you a connection fee for
switching Post Office® Broadband unless you need New
Line Provision (please see Part 4 (New Line Provision)

for details)."

ftp://ftp.royalmail.com/Downloads/public/ctf/po/HP&BB_Terms&cons_V10.pdf

Jon_01

Thanks for that.

Yes, he does have BB... As a matter of course though, shouldn't they have told him he was entering a new 12 month contract at the time rather than 8 months in ?

Quentin

They did tell him via their ts + cs which he will have agreed to before first entering the contract.

Jon_01

Valid point, but when he told them he was moving there for 8 months shouldn't they have remind him he was getting into a new 12 month deal ? Or is there no onus on them to inform their customers of these kind of things ?

Quentin

Jon_01 wrote: »

is there no onus on them to inform their customers of these kind of things ?

No, none whatsoever.

(And as he'd already taken advantage of a move after 6 months, he could maybe be assumed to know all about it!)

Jon_01

Maybe, but I would have thought (having worked in a call centre for a few months), that if someone tells you they're going to be moving somewhere for 8 months, you'd tell them that they're starting a new 12 month contract... But perhaps I have better customer service skills than the people who work for the PO.

We'll have to see what the 'complaints dept' say.

Quentin

You started this thread for advice on the ts + cs which you have been given.

Where do you feel you have grounds to complain to the complaints dept?