Year's broadband contract ended, Post Office didn't warn me of higher rates

ArthurTSJackson

Can someone advise? I was with Post Office for broadband and, after the yearly contract expired, they put me on a higher rate without telling me. I’d thought this had been banned by Ofcom on 15 May 2019. The Post Office has refused to recredit me. Is it worth complaining to Ofcom?

Also people should be aware that companies still seem to be doing this – check with your supplier that you’re on the lowest rate because they won’t necessarily tell you. Ofcom say that around 40% of people are out of contract.

Offcom said:

Broadband, phone and TV customers must be told when their contract is coming to an end, and shown the best deals available - search ofcom latest/media/media-releases/2019/firms-must-tell-customers-about-best-deals (hope I'm ok posting this - I'm not yet allowed to post actual links) … we are requiring broadband, TV, mobile and home phone companies to send their customers the information they need about their contract, when they need it, so they can choose the best package for them. These protections are the latest in Ofcom’s Fairness for customers programme.

They updated progress July last year, search ofcom consultations-and-statements/category-2/helping-consumers-get-better-deals

brewerdave

My ISP, Plusnet, sent me several emails when my b/band and line rental contracts were due to end recently. Are you sure that the P.O didn't send you emails which have ended up in Spam folders ?

ArthurTSJackson

Yep, I always check spam folders. They've also admitted it by saying they didn't have to tell me, and sending me a letter telling me about being out of contract a month or so ago - after I'd complained.

JJ_Egan

Usually inform you on sign up and adverts .

That its a contract for a fixed term  not a contract at that price for ever .

The OFCOM rule is as far as i re3member a new rule .

Out of contract you are now free to move .

ArthurTSJackson

It was a year's contract, but they didn't tell me that I'd be paying more at the end of the contract, while they were offering cheaper rates to new customers.

And I've moved, yes. The Ofcom rule is from 2019, from the wording the Post Office should I think have let me know that I'm out of contract.