Broadband Cancellation Charges

Paul2109

Hi All,

In a bit of a pickle with Post Office Broadband and after a bit of advice.

I took out a contract with Post Office Broadband on the 16th of Sept 2016. All went well, the Router arrived on time and the phone line was activated on the date promised, but, that is where it stops.

the broadband activatiom date was the 30th of Sept - it didnt go live. I spoke to customer services who informed me that there had been a problem blah blah blah and would be activated the following Monday. Again, it did not go live, i called and again, it was there has been a problem blah blah blah and it would activate the monday afterwards (it was now 2 weeks past the promised live date and there was no Broadband.

I called up on the 10th and spoke to a member of customer service. He was more than apologetic and I asked him if I could cancel my contract as I had not received the service I was promised. He informed me that I was well within my right to cancel. So I did!

I yesterday, received a Bill for 106.66 for cancelling my contract. I have spoken to a guy called Jason who was going to speak to his manager to see if they could waive the cancellation charge due to the inconvenience. He promised to call me today, I had no call.

I called customer service just before closing and they informed me that Jason had left for the day and the notes on my account that he left is that I am liable to pay this amount as I cancelled after my cooling off period.

Not at any point was i informed of this as I was told I was well within my right to cancel!

Where do I stand?

Any help is very much appreciated.

Paul

Buzby

As the service was not installed, you have the right to insist on cancellation. The charges are applied automatically, so you need to be forceful and speak to someone who has the power to cancel it. Box up the router and ask where they would like it sent.