Needing some quick advice please!!

Jjamm

Hi All, Please can someone give me some advice on canceling/moving to a new broadband provider.

Unfortunately my partner has just passed away and I'm trying to cancel his broadband contract with Supanet, who he has been with for 5years.

When I called yesterday they mentioned that the line would be ceased and a fee of £35 would be charged. It wasn't till I spoke to my daughter that she explained that if/when I do get a new provider that it wouldn't be straight forward to change provider, that they would probably have to send an engineer up to reconnect the line (which will probably take forever due to covid restrictions) and would cost more then the said fee.

I contacted Supanet again. They have managed to stop the pending action and have signed me up to a 24 month contract of £22.99pm. Tbh I would rather leave them and possibly find a cheaper deal else where.

Basically I'm asking , if I could still move to a new provider within the 14days cooling off period from Supanet and would it just be the case of moving the line over without a cease fee, making it as straight forward as possible?

Thanks in advance!!

matelodave

Sorry to hear of your loss and it can be pretty difficult to sort stuff out however what does the contract with Supanet say - check the terms and conditions

Each provder sets their own T&C's and so you are bound by what was agreed at the time you took out the contract and if there is a cease fee written into their T&C's then you have to pay it. The same for the contract that your partner took out. Most provder dont have a cease fee but some do.

Likewise there may not be a 14 day cooling off period so be careful that you dont get stuck with an early termination fee (which would normally be the whole cost of the 24 month contract) Nearly all provders have an early termination fee written into their contracts which is a bone of contention for a lot of people especially when they want to move but there's not much you can do about it.

JJ_Egan

Death should have ruled out any further charges .Most have a bereavement team .

Simplest to cancel Supanet account your partner had .

Then you take out a new contract with whoever you want .

(she explained that if/when I do get a new provider that it wouldn't be straight forward to change provider, that they would probably have to send an engineer up to reconnect the line (which will probably take forever due to covid restrictions) and would cost more then the said fee.)

That may not be at all true .

cymruchris

I'm going through something similar with Plusnet after my dad passed away. They gave me a choice of cancelling in 30 days - or signing up to a contract of 18 months - of which neither are really suitable - as the house will be sold - but I want to maintain a connection for CCTV and a house alarm until the process is completed. I've written them a snail mail letter to see if they'll consider allowing me to continue paying the bills until the house has been sold. I'm more than happy to pay for services received, but in times of someone passing away, there should be some flexibility. 

I'm surprised they want to charge you as a result of bereavement though, that doesn't sound like the kind of company I'd want to deal with - so that's good to know. Please do come back and update us as you negotiate the best option for you.
/
Are you going to be remaining in the property for the long term?

Jjamm

Thank you all for your help, it's very much appreciated!

I think I will call another provider to also get their advice on how it will affect any changes over to them before I completely cancel the Supanet contract. I'm sure they said that I have a 14 day cooling off period, although this will no doubt change when I request to leave. 

I am staying with my daughter atm but planning on returning to my property at some point (possibly over the next few weeks) so really don't want anymore hassle having to arrange for an engineer to connect the line and furthermore wait weeks before I have internet. Was hoping that things would go smoothly, but they never do!

I agree that due to my partner's passing all charges should be made void but feel like they have my hands tied to staying with them. 


I will keep yous informed with the final outcome. 

Once again thank you all so much for all your time!!

J_B

Just curious as to what the Supanet deal includes and a slightly different question, what service would you like?

Jjamm

Hi JB,

The Supanet deal is standard broadband only at £22.99. I have seen other providers offering fibre, plus call plan for around £18. So obviously going to another provider would benefit.

All I really wanted was to cancel my partner's contract and allow me to reconnect with a new provider, without having the added stress to which I'm already going through. 
Even if I pay the ceasing fee, I want to make sure that a new provider can transfer the line over easy enough, without more disruptions

Why is everything so difficult! 

Jjamm

Hi everyone,

I've just contacted a new provider and they said that it should still be straight forward to transfer the line, although it really is up to my current provider to release it. So I've taking the risk and signed up, being assured that the new provider will contact Supanet, hopefully leaving me to move forward and in peace. I'm feeling very anxious!!
I've got every finger and toe crossed that Supanet will be kind and transfer 🙏 even if I do end up having to pay the cease fee. 

I'll keep you all posted! 

Jjamm

So as I thought, Supanet are being the most difficult company I have EVER had to deal with!! 

I have just received a call from Now TV (new provider) to say that they cannot take over the line. As I'm not too concerned about keeping the landline number, they advised me to set up a new line with themselves and to call Supanet to cancel the new contract that I only just signed up to. 

I have just came off with Supanet. They still state that the ceasing fee of £35 needs to be paid from my partner's account, even though they were willing to weaver it due to me being a new customer. When asked them to explain in more detail, they yabble on so much that I get lost in conversation.

I feel they have left me no choice to take further action and to contact the ombudsman. 

JJ_Egan

Dont see how the ombudsman will give you any help .

Jjamm

I just feel so frustrated that the line was open for them to take over as a new customer but a completely different story now that I'm cancelling and moving elsewhere. 

Maybe I will just need to pay the fee and be done with it.