Outside of contract period, not allowed to downgrade package

timefortea

Hi, I'd just like to gather some thoughts on whether this is reasonable.

We're on a £50 landline and broadband package with KC (the only provider available in Hull). Our 18 month contract has ended and I'd like to drop down to a cheaper package, keeping everything the same barring the amount of data per month, but they're saying if we do that we'd have to take out a whole new 18 month contract or pay a £3 fee. I've never come across this sort of rule before, and have always been allowed to downgrade by other companies if I'm on the wrong package and out of the contract period.

This is what their website says:
You can change your package with us at any time whether you're on a bundle, or just the phone.
If you downgrade your package then this will renew your contract for 18 months. Alternatively you can pay a £30 downgrade fee and keep your current contract term. There is no charge for upgrading your package, and it may not be necessary for you to take a new contract term.

I'd taken this to mean if we were still in the minimum contract period, but apparently not according to their customer services. Has anyone come across this before, and is it worth complaining about? I think it's unfair. I don't want to take out another 18 month contract because I'm planning to move house during that time, and I'm not asking for any new equipment, installation, or anything, so I don't think I'm inconveniencing them to the tune of £30.

wongataa

It is pretty standard that if you change the terms of you tariff you start a new contract.

teddysmum

The mention of a new contract is quite clear and doesn't mention being in minimum term.


Just like with any company, including Sky with its tv packages, too, when out of minimum term you can stay as you are, leave or take on a new agreement which has its own minimum term.

kwikbreaks

Does it matter? Aren't KC a monopoly provider in the Hull area so you couldn't swap if you wanted so unless you are considering binning it entirely the new contract is of no consequence.