Need advice on broadband

Irishsmurf

Ok so we had bt broadband and then we got a call from a company claiming they were part of bt and that they can offer us cheaper broadband and we did not need to pay contract cancellation fee because they were part of bt so my girlfriend agreed to this and then we got a letter from bt saying they are charging us £388 for the cancellation fee they said they know nothing about this other company which is called supanet but they have alot of other people with same problem from this company but anyways ok so we were angry but we decided ok let's just pay it and use this supanet broadband but router came and the broadband doesn't even work been 3 days now they said they don't have problem it must be something in our home which the broadband had worked the day before with bt and they tell us if they send a engineer to our home and he finds problem it will cost us £200 So I asked can I just cancel this contract and he said it will cost us £580 although we paid for broadband we never got it which I think is unfair is there anything we can do till get out of this? Any advice would be great

DCFC79

Irishsmurf wrote: »

Ok so we had bt broadband and then we got a call from a company claiming they were part of bt and that they can offer us cheaper broadband and we did not need to pay contract cancellation fee because they were part of bt so my girlfriend agreed to this and then we got a letter from bt saying they are charging us £388 for the cancellation fee they said they know nothing about this other company which is called supanet but they have alot of other people with same problem from this company but anyways ok so we were angry but we decided ok let's just pay it and use this supanet broadband but router came and the broadband doesn't even work been 3 days now they said they don't have problem it must be something in our home which the broadband had worked the day before with bt and they tell us if they send a engineer to our home and he finds problem it will cost us £200 So I asked can I just cancel this contract and he said it will cost us £580 although we paid for broadband we never got it which I think is unfair is there anything we can do till get out of this? Any advice would be great

Your girlfriend shouldn't have just agreed to this willy nilly without doing research but you know this don't you.


Do you have a contract ?


When did you sign up ?


Could you post up dates eg when did you switch from BT to supanet.

Irishsmurf

Yeah we have a contract but it's over the 14 day period 28th sept I think it was around that time.i don't understand how the broadband would not work if it worked for bt the day before then it won't work for supanet they said they tested everything on there side and it's fine

J_B

Irishsmurf wrote: »

Any advice would be great

Use some punctuation perhaps.


Leave some gaps between paragraphs.


Don't buy from 'cold callers'?

VirginedOut

I really cannot believe how naive some people are when they take out contracts, who on earth agrees to something without doing any research?

lee111s

You agreed to pay £400 just like that?

Must be nice to have cash to waste.

iniltous

Was your BT broadband regular broadband or fibre to the cabinet broadband, and is the (not so) Supernet broadband the same, so if you were ADSL with BT it is also ADSL, or if you were FTTC , Supanet is also FTTC , or are you getting an upgrade or even a downgrade ?
Does the phone line work, if it does, is the number on the line correct ( you can check by dialing 17070 )
It could be that the have sent you out a faulty router , so if that's the case they should replace it, or it could be that some work still needs to be done in the exchange or cabinet.
TBH, if you do the neccesary checks, you shouldn't be charged, but given what they have said already, best to be cautious.

Dermaqueen

I've done loads of research and my head is buzzing. It's not easy when you don't have technical know how. I'm so confused at present because I'm reading about so many packages and that's just from Sky and Virgin. Also so many speeds. I think they try to baffle us with brilliance. I need to change as I have accounts with both but I'm scared to change my broadband as Virgin seem to have the faster speed. Saying that, my kids turn their Wi-Fi off when then come here as it's so slow they prefer to use 4G!! Don't want to jump out of the frying pan and into the fire. So need some proper advice..... wish I knew a Sky/Virgin engineer...............

VirginedOut

Dermaqueen wrote: »

I've done loads of research and my head is buzzing. It's not easy when you don't have technical know how. I'm so confused at present because I'm reading about so many packages and that's just from Sky and Virgin. Also so many speeds. I think they try to baffle us with brilliance. I need to change as I have accounts with both but I'm scared to change my broadband as Virgin seem to have the faster speed. Saying that, my kids turn their Wi-Fi off when then come here as it's so slow they prefer to use 4G!! Don't want to jump out of the frying pan and into the fire. So need some proper advice..... wish I knew a Sky/Virgin engineer...............

How much is the cost of your current broadband? What speeds do you get? Why are you leaving your current broadband provider?

If it is speed you wanted, Hyperoptic have fantastic deals for new customers, however if Hyperoptic are not in your area, try to find deals for Vivid 50 or 100 and aim for a figure of £20-26pm. There are deals out there where you will get such prices.