Cancelling fee is it true what I heard

Schizophonickh

So having a chat with someone who works for Warehouse Utility he told me the maximum buy out for any broadband provider to cancel a contract early is about £180. I want to know how true this is?

At the moment I'm not getting a quality of service from my BT broadband services, and an engineer has visited site to do his checks and it all marks off as being pass. I tested my internet and still getting the same poor online web experience. Cutting a long story short I work in a large IT organisation and completed some fault finding and tests.

At the moment I'm paying about £32 a month and I have about 9-11 months left of my contract. So having a chat with a rep from Warehouse Utility and explaining my BT issues he said BT can legally charge you £180 of early cancellation fee which I'm seriously considering as i just want the issue to go and move onto another provided.

Has anyone heard of this cause or am I stuck paying £32 x 11 months = £352?

JJ_Egan

Nope



But as OR checks have passed it suggests your problem is internal .Is this problem over wifi ??
How exactly are you testing >How are you connected for these tests .

Schizophonickh

So I've got several devices such as Laptops and desktops and i'm getting the same experience of web browsing and mainly online gaming.

So I've tried both on my desktop through WIFI and network cable directly to the router and same issue.

The testing I've conducted is to use USB tethering from my mobile phone (data) and connected to both laptop and desktops and websites load and respond better.

One prime example is when going online shopping I get to check out stage and when it does the bank authentication it times out a number of times. I reboot my machine, disconnect lan from device manager and tether to my mobile phone. Add the items to my basket on the same website and payment goes through without any issues. This is not just a one off - its happening on all websites when using network / wifi.

So the funny story when i had the BT engineer and asked his of the outcome and how could he explain my poor web experience was that 'my IP address is being watched' and I've got Spyware.
Now it was hard to believe this and I told him if i was to get a brand new device from PC world and connect it to my network I get the same issues who or what is at fault....? he couldn't answer me that.

I've rebuilt (software clean wipe new OS) my laptop a number of times and still getting the same poor online web experience.

Tea_spiller

There was new legislation brought out by Ofcom earlier this year.
It states you can leave penalty free if performance issues aren't fixed within 30 days.


Ofcom has made it a whole lot easier to cancel your broadband contract early. New regulations put into effect on 1 March 2019 mean that any customer who is suffering at the hands of slow internet (or a service that underperforms) has the right to end their contract early without incurring a termination fee. Providers Sky, BT, Virgin, TalkTalk, EE and Plusnet are all bound by these regulations, known as Ofcom’s Voluntary Code of Practice on Broadband Speeds.


https://www.expertreviews.co.uk/broadband/1408932/how-to-cancel-your-broadband-contract-early

JJ_Egan

Not sure how that works when OR say no fault found .

Schizophonickh

Thank you Tia Spiller. Looking at notes it seems to be for new customers whos signed up after March 1st 2019?

Schizophonickh

JJ_Egan wrote: »

Not sure how that works when OR say no fault found .

Exactly, when the engineer came over to test my connection and using a brand new router. He conducted his test and everything checked out as being 'pass'

I tried to explain the steps and issues I was seeing and everything I told him was that...'I don't do online shopping' and I really should have stepped up and said to him well it doesn't matter if you do or not its what people do in todays age and society so it needs resolving.

Tea_spiller

Sky told me a couple of months ago, I could leave for free if wifi issue wasnt fixed (it was).

Was on new 18 month contact since October 18.


I would get Open reach back out to investigate as issues still persist, Chances are if you go to another Open reach provider you may experience same issue.

Tea_spiller

JJ_Egan wrote: »

Not sure how that works when OR say no fault found .

If speeds are not what they should be it is a service issue.
I had a pass (no fault) on wifi issue, then engineer noticed it cutting off on modem he replaced faceplate which solved problem.

Schizophonickh

Tea_spiller wrote: »

Sky told me a couple of months ago, I could leave for free if wifi issue wasnt fixed (it was).

Was on new 18 month contact since October 18.


I would get Open reach back out to investigate as issues still persist, Chances are if you go to another Open reach provider you may experience same issue.

Similar with my contract I signed up in October / November 2018 and not sure how to go about with the issue,

I was advised I can request a BT engineer but if there is no fault with the phone line I will have to pay £80. When the engineer come and gone I felt it was £80 down the drain wasted so I'm a but concerned about getting another engineer over and spending £80.

Do you think it will help build up my case when complaining about the quality of service not working in the same mannor?

JJ_Egan

OR charge circa £135- £250 on a none OR fault found .Up to the ISP what they pass on .




You say brand new router is that your router now ??
Have you checked routers event logs .
I would use your BT members Help page / community forum and explain the problem .