Problems disabling broadband

HugoRune_2

Not sure if this is really a tecchy question but would be grateful if anyone can help.
My sister's husband had broadband, and paid for it through direct debit via my sisters account. He has now left, she wishes to get a different broadband through a different company (this one is very expensive and I dont think she has proper access anyhow, passwords etc), she rang them to ask them to cancel it, they wouldnt speak to her as she wasnt the account holder.
So she cancelled the DD, they keep sending threatening letters saying they will cut it off but havent. In the meantime, she has applied to another company for broadband, but they say they cant as broadband is already enabled on the line.
How does she get shut of this?, it is after all her line!

Thanks in anticipation

Toxteth_OGrady

Try sending an e-mail asking for the MAC (migration authorisation code).

Also you can sometimes go to the broadband company's website and, if you can still log in to the account page there, you should be able to raise a support ticket to request the MAC.

:cool:

TOG

needaspirin

Sorry but I didn't fully understand your statement. You say that it was paid for from her account, but company says that it is not her account and won't speak to her?
However, if the broadband is in her name she may have to pay for it. Check the contract. There may be a minimum period (1 year) before cancellation is possible and company may sue for the balance outstanding. After the minimum period is over it is usual to give a fixed period of notice to cancel, usually 1 month.
If the account is in husband's name they would likely pursue him.

HugoRune_2

Toxteth_OGrady wrote:

Try sending an e-mail asking for the MAC (migration authorisation code).

Also you can sometimes go to the broadband company's website and, if you can still log in to the account page there, you should be able to raise a support ticket to request the MAC.

:cool:

TOG

Thanks for the response, she cant log in to website as she doesnt have the details, who does she send an email to? As I said, the company wont deal with her as she is not the account holder.

albertross_2

If she pays the bill, it's her account, ring them up, explain the situation, and put your foot down. Or speak to her husband.

Toxteth_OGrady

HugoRune wrote:

who does she send an email to?

Which company is it?

:cool:

TOG

HugoRune_2

needaspirin wrote:

Sorry but I didn't fully understand your statement. You say that it was paid for from her account, but company says that it is not her account and won't speak to her?
However, if the broadband is in her name she may have to pay for it. Check the contract. There may be a minimum period (1 year) before cancellation is possible and company may sue for the balance outstanding. After the minimum period is over it is usual to give a fixed period of notice to cancel, usually 1 month.
If the account is in husband's name they would likely pursue him.

Hi
He is the account holder for the broadband package with the company, however the payments were coming from my sisters bank account, as she is not the account holder for the broadband, the broadband company willl not deal with her, only him.

mr_flibble

Have a look at the adslguide forum.

http://bbs.adslguide.org.uk/

they will be able to help.

Kel.

HugoRune_2

Toxteth_OGrady wrote:

Which company is it?

:cool:

TOG

Does it matter? They wont communicate with her regarding the broadband account.
She has already explained the situation to them but that is their response.
Speaking to the husband is not an option unfortunately.

needaspirin

They will pursue him for any outstanding balance then

needaspirin

Write them a letter, keeping a copy. Explain that the account holder no longer lives at that address. Request that they disconnect the broadband connection.