Am I entitled to a refund of installation fee?

wobblechops

Hi there,

I recently signed up for a new broadband provider, but unfortunately their service is so slow and unusable that I told them I want to cancel the contract, as it isn't what was offered to me either on the web site or over the phone. They've admitted they have ongoing technical problems and that I can cancel the contract.

However, as part of this, I paid an installation fee. It's my view that, because they couldn't offer the service that we agreed on when I paid the fee (the internet was so slow it was unusable - I moved to them as it was supposed to be super fast), I am entitled to a full refund of the first month and also the installation fee. Am I correct in this regard? Can anyone point me to any legal advice pages that I can pass on to them if I have any hassle?

Kind regards.

Quentin

They have agreed the contract has been breached so badly it can be torn up, so you should be back in the same situation you were in before it started.

You shouldn't have any hassle, but if you do, send them a LBA followed by a MCOL if they ignore it.

wobblechops

Apologies Quentin - I'm new here. Mind pointing me to somewhere I can learn about the terms LBA and MCOL?

Thanks for your speedy reply.

Quentin

LBA = Letter Before Action

MCOL = Money Claim On Line.

Google will find them for you.

Buzby

You must firs give them every opportunity to resolve your issues. You can tell them you wish to cancel (your right) but they also retain the right to charge for installation and full service until the agreed termination date.

Quentin's terminology apart - you don't take anyone to court unless you are sure of a win. From what you described so far - you've not got a chance.

If the speed is not what you expected what did they agree was right? (And remember the figure is 'up to'). You do not say what the technical problems are - it takes more tan a comment from a CS droid to make anything enforceable - you did record the call in case of dispute? If not, you are no further forward.

Call back, ask for an estimate on when you service will be as advertised. If they agree it will not, THAT is the time to ask for full cancellation and installed costs.