Moving house - Failed to deliver

jamie_v

Hi,
I recently moved house to a new build site. 3 Weeks before moving I notified my ISP and agreed with them to terminate my current contract if I took out a new on at the new address. They also checked and said the switchover would take place the day after we planned to moved. I was really happy, everything was in place so we instructed the solicitors to exchange contracts and we moved on the planned date.

It has now been nearly 4 weeks since the move and we are still without internet or phone. They failed to realise that Openreach hadn't cabled the street and have blamed everything on them since. This maybe true, but it doesn't help me in the slightest.

What are my options? Virginmedia are happy to provide services and can within 48 hours. My current ISP can't even give me a date for anything apart from when the next Openreach update is due, and they are never on time.

Does my ISP still have the right to charge me an exit fee from my old contract, even though they have failed to deliver on the new one in a reasonable amount of time?

onomatopoeia99

Yes. Interpreting your post for missing information, they waived the ETC on the old contract because you agreed to a new one. Their failure to deliver on the new one is your fault for moving to a property without the appropriate infrastructure in place for their service to be provided. The fact that the lack of infrastructure is beyond your control is not relevant. Typically their agreement to waive the first ETC is subject to you maintaining the new contract, which you seem to be planning not to do.

It may be that someone at the ISP throws their hands up in horror and declares it's all too difficult and cancels any ETC, but you have no guarantee of that.

jamie_v

I'm not sure it is my failure. They checked they could provide me with a service at the new property before we made the contract. I have the evidence in the call log.