O2 trying to charge me a cancellation fee

rev_henry

I moved out of my student flat a month ago, and am moving into my new house in a month's time, after the holidays, as you do. Obviously I didn't want to be paying for phone and bb over the summer when I wasn't going to be using it so BT said it wasn't a problem to have a gap of a couple of months between disconnection and reconnection of phone line at the new place.

The problem came when I tried to get O2 to do the same with the broadband. They agreed to suspend it for 2 months, exceptionally for me, as usually they'll only do 30 days max, then a month later I get an email saying 'your broadband account has been terminated.' So I call up and am told 'Oh actually we can't do it, sorry, we've closed the account.' I then ask about a cancellation fee, and what to do with the router and am told there 'shouldn't be a cancellation fee and to keep the router because I'll be restarting service with them shortly'. Then I get an email saying my bill is £80 odd, so they've obviously added the cancellation fee, so I'm back on the phone to them. This time there is no record of them saying there would be no cancellation fee (surprise surprise - should have got it in writing) but they will make an exception for me whereby they will refund this fee 30 days after I've started a new account with them at the new place. And I need to return the router (well that last bit's the least of my worries). I have this latest offer in writing in an email. Just rather annoyed that they lied to me, and that I'll have to part with the £80 at all.

Is there anything I can do or have I made the best of a bad job?

macman

There is no 'cancellation' fee, it's more likely to be an early termination fee for the remaining months left on your minimum term..
It's very unusual for any ISP to agree to suspend a contract for any period at all-when you signed up, you agreed 12 months .

rev_henry

macman wrote: »

There is no 'cancellation' fee, it's more likely to be an early termination fee for the remaining months left on your minimum term..
It's very unusual for any ISP to agree to suspend a contract for any period at all-when you signed up, you agreed 12 months .

Yes Early Termination is what I meant.