new contract right to terminate for lack of service

drenai

Hi i need some help advice.

I had a long running issue with sky over poor  internet speeds & service . 
3 routers were changed and multiple rebates issued due to lack of service identified by sky.  3 engineer visits failed to sort the issue (including crackles on phone line that was told its my old phones)
an openreach engineer checked the line work into the house and condemned the  internal socket wiring and the wires into house.
New sockets installed line n everything n presto , phone crackles went after id bought new phones..

BB still intermittent & slow.... multi complaints I approached  virgin to see if they could do better.  
in March sky agreed to cancel all my contracts down to nothing meaning i could cancel at no cost unusual but this they confirmed that i could  "cut and run" when i got a new provider
Virgin then promised to take over phone & install new services ...
3 dates failed with them & im v v frustrated & told them not bother & 

RENEWED with sky a totally new contract ... that failed to solve the issue.. was told wait 3 weeks to settle new type of router (£5 extra on bill) it failed to do so after 3 weeks & engineer was called AGAIN.
(ironically virgin agreed to compensate for cancelled dates)
so frustrated i told sky , im exercising my right of cancel within 30 days for faulty products & went back to virgin who when they took over on 6th june but failed to take over phone number as asked.

They have since done so & sky said they will cancel the service in due course but i have to pay for a line and router BB service until they do ... fine I said but im within my 30 day  contract change of mind.....
Sky have now billed me for

JUNE 21 TO JULY 21  for tv services  that I cancelled with them saying 30 day notice needed even though id told them  to cancel within  30 days of new contract/service agreement. BBand was cut on june 21st & virgin had installed new set up so was unable to watch sky tv with them if id wanted to !

Im partially disabled , home isolated 18 month & just had covid jabs  & had to deal with month of faulty service (feb to april refunds on bband bill due to technical faults), the last 2 months no recompense for a faulty service . They wont budge from saying i have to pay till  mid july tho ive not had their tv since  6june & BB was terminated 21st june

Ive  basically said take me to court for  this "cancellation period" of a right to cancel service
Im on benefit & pip & this is now causing health issues with high BP , i dont particularly want another T.I.A. (mini stroke) over this but it seems no one is interested in talking just quoting a policy of sky & its extra 30 days cancel rights vs me saying I have 30 day right of refusal on a contract

I feel im being ripped off & over charged for something i dont want & cant watch

please help

JJ_Egan

VM cannot take over the services of Sky . They can supply you with new services on a different network .

I find your post very confusing as to multiple ISP changeover .

They don't take you to court but pass debt to recovery and trash your credit record .

You have registered as a vulnerable person with ISPs . if not they will not know .

Who supply's your service now and are you intending to cancel again .

drenai

i am with virgin media....
 in april virgin failed to make the work/connections 3 times (hence the comp for delays) & i said id  reluctantly set a new contract with sky on may 6th.
Sky set a new contract, (6th) sent a new type of router that was told it will need 3 weeks "bedding in" at an extra cost of £5pm, it never did,  mid may approached virgin again who said work could be done 6th JUNE & they will also take over my phone number.

6th june arrived & VM did the work to connect me all up but failed to take over the phone line (on complaint this was done by 20th june.
SKY  I told  Im exercising my right of 30 day cancel as a customer on new contract 28th of June , still under the 30 days.

sky told me id have to pay for  BBand & phone until 21st as thats when they cancelled the service out.

Sky are now saying i need to give 30 days notice to cancel  my contract .....  in my view that contract is cancelled under my right to cancel within 30 days of a service that wasnt provided under their b band guarantee of 55meg download speeds that i was only getting 20 until engineer was called out... 5 call outs in 4 months &  whole new install of openreach lines (yes not sky, their engineers said lines were fine)

sky now expect me to pay  june 21 to july 21 tv service although the router was disconnected on 20th at midnight. So was unable to use sky even if id wanted too.
Sky had refunded , Jan to april for faulty bband but charged me fully for may june even thought under their guarantee the  service wasnt met.

The only way i could give 30 day notice was if id cancelled said contract on day 1 due to  lack of service but had been told  to wait 3 weeks for  router to reach full ability !
prior to that(june 6th) new contract sky had terminated my contracts entirely so i was on a day to day service until i sorted a new provider..

In my view sky failed on the new contract & i cancelled it under 30 day consumer rights... i didnt sign for 2 months of payments ..
~And yes sky were aware i was  on  gov vunerable  lists & house bound throughout  this covid stuff & partially disabled , told them often enough although it rare meant anyone answered a phone  any faster than normal!

brewerdave

As far as I can make out ,you never actually didn't have service from Sky as you started a new contract replacing the old.
The cooling off period doesn't apply as you had continuing service from day 1. As far as I'm aware in telecoms, the cooling off period stops as soon as service is supplied.

drenai

I was getting a service but  was fully out of contract  until 6th june with sky

sky sent me  new router saying that it would  solve my issues  with a new contract.. it didnt once confirmed that it hadnt i cancelled that 6th june contract  in my view  within the 30 days of agreement.
sky now want an extra month for services i dont have

brewerdave

But it isn't a totally new contract - you have just finished the min term .Would only be a new contract if you had actually left them and rejoined some time later. Anyway ,as I said ,cooling off periods only apply before any services are supplied

drenai

yes im still being charged for a months  service i was unable to view as their router was deactivated & charged for a faulty service that didnt even meet their  service guarantee !

drenai

my apologies , i do apreciate the help even if my posts dont seem to reflect as such, been a frustrating few months.

JJ_Egan

Problem is i cannot follow the path of this contract that contract cancel this etc.

VM contract  >> Sky contract >>VM contract >>

VM cannot take over a Sky phone line   > Sky runs on the BT Openreach network .Virgin runs only on the Virgin network nobody else uses VM .

Its Skys list of vulnerable nothing to do with any government list , you register with your  ISP .

The basic problem is that you have been cancelling contracts off your own bat without agreeing with the relevant ISPs.

In my view pay up it at least clears the matter going forward and avoids nasty letters from debt recovery .

Plus you keep quoting 30 days CR , Internet is a service with 14 days cancellation .

ann_droid

Hi
If you are with an Openeach service, like SKY, there is a right to leave penalty free.
https://www.ispreview.co.uk/index.php/2019/02/new-ofcom-code-of-practice-for-uk-broadband-isp-speeds-starts-today.html

Providers must also supply, upon request, the Minimum Guaranteed Access Line Speed (MGALS) for your line (this reflects the slowest 10% of similar users). The MGALS level is important because ISPs that fail to resolve any significant speed problems (i.e. if your speed stays below the MGALS level) must offer customers the right to downgrade or exit their contract (penalty free).

This is when you are told/sold a 67 mbps BB contract and it is less, after the ISP has attempted repairs.



EG: Mine is column 5 -- HANDBACK THRESHOLD   
The picture shows     69.3 


Todays values are   

VDSL Range A (Clean)	80	75.2	20	19	69.8

IF any of the above is relevant then use it to lever SKY into a NO-COST / FOC exit under the handback rule.

drenai

Ann_droid

Thankyou so much for this info .
Sky havnt provided a bb speed above 33 average in 10 months which was why they initially agreed a termination of all my contracts then claimed i still had to give 30 day notice to quit which after more grumbles they droped.

Virgin then messed about with conection dates and cancelled 3 appointments to do the work so i reluctantly started a new contract with sky.
They sold me the idea their newer router would solve the speed and av speed n dropouts at £5 extra it gave me a solid 20 download!

I then got told wait 3 weeks on router.
In that 3 weeks fed up i re spoke to virgin media

They assured me a new date and kept it on 6th june.
I then told sky i wanted to cancell my new 18 day old contract.
Sky then said i had to pay for bb router bb and phone til june 21st that i accepted.
I now have a penalty month of june 21 to july 21 for tv sercvices im unable to use as virgin box closed system and all sky equipment packed for returns !

Its that month im trying to fight as the new router failed for 26 days to get over 20meg dl
And i told sky to take the lot back. 20 ish days into contract that was new service at a change of price and package


Hope thats clearer. Im not great explaining stuff after a small TIA messed with some thought processes. No excuse im just poor on sequence explaining
Many thanks
Fp