Homecall! Problems Brewing

matthewn.green

I attach a copy of an email I have just sent to Homecalls customer care division, which from what i've just read sounds like it may be a small simian with a typewriter, but we will wait and see what happens.

I am a Homecall customer, who is reaching the end of his tether! I hope you will be able to help me.
In April 06, I changed mine and my partners mobile phones through Phones-4-U. While I was there, I was convinced to buy Pipex 8mb Broadband, free calls and line rental, all for £30 (ish) a month! A great deal was made about how lucky I was that I would be able to get 'guaranteed' 8mb connection speeds at my home address.
After obtaining my MAC code, I was swapped over. Having signed up for Wireless access, I was disappointed to receive only a USB modem, however I do have my own router, so used this instead and got myself up and running.
Line speeds were around 1.6mbit/sec, and I called technical to ask why. I was given what seemed to be a fairly stock 'its all down to the number of people who were using the line, nothing we can do' response. I checked my line speed availibility through your website, and noted that it was now down to 2mb/s. Interestingly, my line speed with Wanadoo (then Orange), was constantly around 1.9mb/s, on a 2meg package, so my newer package was already slower.
A few months ago, I was having problems with connections. After over a month of being unable to connect, I was finally back online, after being told that my network had been rebuilt by BT engineers. The line speed has improved, and is now around 5meg, depending on the time of day, so a little better, but still not what I was promised by staff at Phones-4-U. To add to my disappointment, I noticed on a bill the other day I was paying for free calls, which I don't really use. I have just spoken to your customer services department to ask if I can do anything to reduce my monthly bill, I was told that due to the bundle I was receiving, there was nothing I could do. Starting to feel incredibly let down, I asked when I could cancel the contract, assuming around March time, as that would be 11 months of a 12month contract. I was then told that the contract was for 18 months, and was due to run until Christmas 2008. I was most certainly not made aware of this when I signed the agreement, and only wish I had the paperwork to hand to double check.
As I'm sure you will understand, I am completely disheartened with Homecall. I feel that from the word go I was pressured into buying the deal, promised things that you cannot provide (ie. Linespeed), not sent things that I was promised (ie. Wireless Router), and that points such as contract term were not discussed properly enough. I'm not sure how much responsibility in bourne by Phones-4-U, however they are mis-selling your product, so some responsibility must be yours. I do not have my original contract papers with me, otherwise I would be a lot clearer on the details, but I am sure I have signed a 12 month Wireless deal. To my mind, you by not sending me a wireless modem have breached that contract, and it could be classed as void, and unenforceable.
I would like to come to an amicable solution, wherein I do not have to pay for my free calls, which I don't use, and I also want to have the option terminate the contract on April 16th 2008, 12 months after commencement of the contract.
I have not complained in the past about problems that I have had, but I feel that I have reached a stage now where I am so disappointed I feel I am due something from yourselves to reinstate my faith in your company.
Please let me know what you will be able to do to help me. I look forward to hearing from you.


Kind Regards,

Matthew Green.

Just wondering wether I have any chance at all? As I said, i need to double check the agreement, but it definately says wireless, if they haven't provided a wireless access point that surely puts them in breach of contract.

Thanks,


Matt

matthewn.green

Quick follow up, I just checked the paperwork, and there are two instances (one on the signed credit agreement, one in Pipex Homecall's welcome booklet), which refer to a minimum 12 month contract. Still awaiting contact from customer services, but what should be my next course of action assuming Pipex don't co-operate?