Post Office Broadband Termination

DueNorther

Hello all!

I am a Post Office Broadband customer and received a letter saying they are increasing their prices. I'm on an 18 month contract (12 months in) and it states on the letter that if I wish to cancel I can do so without having to pay the early termination charge.

I phoned them up to cancel and they said because I'm on an 18 month contract and the price I pay will not be affected (No add-ons etc) that if I want to cancel I have to pay the termination charge for the next 6 months - is this right?

I need a faster speed for working from home hence why I need to change and the PO options for Fibre are ridiculous. Any help much appreciated.

iniltous

DueNorther wrote: »

Hello all!

I am a Post Office Broadband customer and received a letter saying they are increasing their prices. I'm on an 18 month contract (12 months in) and it states on the letter that if I wish to cancel I can do so without having to pay the early termination charge.

I phoned them up to cancel and they said because I'm on an 18 month contract and the price I pay will not be affected (No add-ons etc) that if I want to cancel I have to pay the termination charge for the next 6 months - is this right?

I need a faster speed for working from home hence why I need to change and the PO options for Fibre are ridiculous. Any help much appreciated.

Seems odd that they send you a letter saying your price is increasing so you have the right to quit penalty free, then when you call they say the increase doesn't apply to you.
If your price has genuinely not gone up, then you don't have this penalty free exit, after all nothing has changed from the deal you freely signed up for, but TBH, I would check with them again, and get them to confirm it in writing that your price isn't changing,as the fact they sent you a letter suggests the price is going up

DueNorther

Thanks iniltous, that helps! The letter was odd if I'm not really affected. It seems looking online, that the package I'm on (to buy new) is increasing however the price I pay per month is staying the same because I'm in a fixed contract for 18 months which probably as you say won't be penalty free.

They are however also increasing call charges and as I don't have an add-on for calls surely that affects me and I can cancel without a fee? Hmm think I will contact them again just to make sure. Thanks

paragon909

Why does anyone go with Talktalk resellers is crazy, I've done it before and most companies that use talktalk are horrible little back office companies that don't care very much for customers. Be better just going with talktalk directly.

DueNorther

I didn't realise the PO Broadband was supplied by TalkTalk - kinda makes sense now given how poor the speed and service is!

iniltous

I'm not sure if increasing the price of calls ( connection fee and pence/min ) triggers the get out clause, increasing line rental or broadband charge you have no choice to pay, or move within the notice period ,if you to continue to use the service,you pay the new price, but with calls , you obviously have a choice to make or not make a call, and there are dial through providers etc. that offer alternative ways to make calls without paying the PO for them.
I'm surprised in a way the PO, don't publicise not increasing prices during the minimum term , if that's what they do, much like Talk Talk do, they make a big deal out of not increasing the price during the 'contract' period

DueNorther

I've phoned them back up and went through to their retention team - apparently I can cancel without charge within the 30 days of the letter so the first person I spoke to was wrong.

pmduk

Perhaps Talktalk is providing their customer service as well!

doordarshini

I recently had a bad experience with post office broadband. On the day we were supposed to go live, the wifi did not work. Even after an engineer checked the router, replaced the old socket and did some network checks, the broadband was still not working. The engineer said that something was wrong at the office level and not at his level, and they would have to deal with it. When we informed the post office, they just sent us an email that they found nothing faulty and that we should so "environment checks". So we were back to square one with zero help.
We cancelled our contract just because of no service. One month later, they sent us an email that we have to pay for early termination charges. I think this is not fair!

LawyerX1

Bruh....if you want fast fibre internet then just switch to BT’s Fibre Unlimited Complete Wifi package. Forget TalkTalk and everyone else. You pay for what you get.