Cooling off period?? Does it apply?

Bradfield

Hi Folks

Friend of mine has been with Orange Broadband (now EE) for the past ten years on the original unlimited contract; (line rental and phone with BT).

The ISP have have frequently contacted her requesting her to take out a different contract and she has always resisted. Her view was that her current broadband was satisfactory so why change things.

Yesterday she got a call from EE and was requested, once again, to change her contract. She said she was happy with things the way they were. The caller then gave her to understand that she had no choice in the matter and would have to change her contract anyway. She was not happy with this but believed she had no choice in the matter.

Today she received an email from EE saying "Thanks for asking us to change your broadband plan". The email goes on to say that they are now taking over her land-line call plan and line rental.

This all seems rather odd. She was given to understand by EE that she had no choice but to change her contract and is now being "thanked" for supposedly asking EE to change it on her behalf.

I have advised her that we need to establish the facts and find out how she will benefit, if at all from the new deal. This means scrutinizing her present land-line deal with BT and the proposed new deal with EE.

The problem is this will take time and I am wondering how she stands under the distance selling regulations. Do they apply to her in the present situation? Does she have seven days to cancel the proposed new contract? Thanks for your time.

DonnySaver

I am in the same scenario. I have Orange Broadband, I'm not tied into any contract with them (so I can leave at any time) and I have my line rental with BT.

What Orange(EE) have done here is illegal. They need to contact EE straight away and ask to be put back on what they were. If not, then goto OFCOM and complain there.

macman

No cooling off period on a contract renewal.
But if there is a case for mis-selling, that is the basis for voiding the contract without penalty.

Bradfield

macman wrote: »

No cooling off period on a contract renewal.
But if there is a case for mis-selling, that is the basis for voiding the contract without penalty.

Thanks for clarifying the situation. I have spoken to her again today and there is no doubt she was misled by the caller from EE.

I wonder if this is part of a new aggressive approach by the ISP's to secure business. BT have made their own deals more attractive with the offer of free sporting channels. Is the competition now upping their game?

However, there is no doubt that the caller from EE was making misleading statements and he seemed to think he was on pretty sure ground. Downright deceptive and against regulations I should think.

We are reviewing the situation to find exactly what is on offer before we approach EE. Other EE subscribers like "DonnySaver" who is also on the same tariff may expect to get the "hard-sell" soon.

Will get back to the forum when we learn more. Thanks again.