Tesco Broadband- help! won't let me leave!

amyandoli

I joined Tesco broadband June 7th 2006. In September I moved house, I asked them if I could cancel, they said yes, if you give us £70, or just fill out the 1 year contract. I decided to keep it for the full year then cancel. Today I phoned up to give my 30days notice. I was told by a rather rude young woman that by moving house in September and taking Tesco broadband with me, I had extended the contact by another year! I was not told about this on the phone.

Got this of their website- what do you guys think?

"Cancellation on or after your activation date:
- Tesco broadband has an initial term of 12 months. If you wish to cancel the Service during the initial term you must pay a cancellation charge of £70
- There will be a £100 cancellation fee if you cancel your Finest* broadband within the 12 month contract. No package change is permitted within the first 12 months. After the initial term you will not be able to change your package on-line, to change your package you will need to call our customer care on 0845 650 8000 (9am-9pm 7 days a week). If you wish to change to any other Tesco broadband or narrowband/dial-up package within your 12 month contract, you will be charged £100 cancellation fee or the remainder of your outstanding contract term, which ever is the lesser.

Relocation charges:
- If you move house and want to relocate the Service to your new address (or if for any other reason you want to change the telephone line which you use for the Service) we will require you to start a new initial term of 12 months from the connection to the new telephone line- Relocation charge: Free "

normanmark

You'll have to see out the contract i think. If you've been using their service since the house move then you're agreeing to their terms & conditions and it does state in the T&C's on their site that you start a new term if you move house & take the service with you.

Its your responsibility to make sure you're familiar with all the T&C's!

ckerrd

Agree with normanmark, looks like youhave got it until September, unless you want to cough up the 70 quid.

amyandoli

ggrr

sent them an email stating i had signed nothing, inviting them to review recorded conversations where theyd find i was neither verbally told nor agreed to anything, and my email archives where nothing was said...

you're right. spoke to dh, he says grin/grimace and bear it.

normanmark

amyandoli wrote: »

ggrr

sent them an email stating i had signed nothing,

You dont need to have signed anything, you've got a verbal agreement.

amyandoli wrote: »

inviting them to review recorded conversations where theyd find i was neither verbally told nor agreed to anything, and my email archives where nothing was said...

By using their service you have agreed to their T&C's. They dont have to tell you, it could of been nice if they did, however ultimately its your responsibility to check up on these things

Madasafish_Customer_Care

Hi Amyandoli,

I haven't got much helpful advice here - but I want to just take a moment to explain why I think that they've made you sign another 12 month contract when you moved home.

Whenever an ISP arranges to have a new property set up for broadband, we have to pay BT connection costs. When Tesco allowed for you to move for free, they covered these costs with BT. As such they've started you on a new 12 month contract in order for you to help them cover these BT costs.

Traditionally BT only charged us connection costs, but it looks like that they're going to start implementing disconnection costs too...yuck.

Kind regards,
Samara

normanmark

Madasafish_Customer_Care wrote: »

Hi Amyandoli,
Traditionally BT only charged us connection costs, but it looks like that they're going to start implementing disconnection costs too...yuck.

Well someone has to pay for the work to be carried out, plus also it should hopefully buck up ISP's to start routinely giving out MAC's regulary

amyandoli

wa-hey! result!

just opened this email... in rather a good mood, very surprised!

Date: Thu, 7 Jun 2007 19:42:58 +0100
Dear Customer

BT Wholesale has now informed us that your broadband service will end
on
14/06/2007.

We’ll contact you again shortly to confirm that your broadband
connection
has been disconnected.

We hope that Tesco can be of service to you again in the future.

Regards

Tesco internet access team

Tesco Stores Ltd, (519500).
Company registered in England.
Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire
EN8
9SL.
VAT Registration Number: GB 220 4302 31

louisehj

Have you checked with them that they are not going to charge you for cancelling though?

amyandoli

Your right.

Despite my email and telephone conversation being very very clear that I wouldnt cancel if I had to pay £70, they said theyd cancel, no mention of a charge, so I called them and they were going to charge!

Russell Brand voice: 'The Swi*es!'

So I'm sticking with them til September.

Thanks folks!