My rights with fibre broadband when moving house

georgetur

I am in the process of moving to a new rented house, a process that has already been complicated by issues with contracts and move in dates due to issues on the landlord's end. I am in the process of trying to arrange for my broadband to be transferred across. I am currently with TalkTalk, and pay for the faster fibre package. While checking broadband provision in the area, I have found that TalkTalk do not offer fibre in the post code I am moving to, and so I would not be able to carry over my fibre package. Before calling TalkTalk to try and sort this out, I am interested to know what my rights are as a consumer - if they cannot provide the service I pay for, will I still have to pay a cancellation fee to leave? I have 12 months remaining on my contract.

JJ_Egan

Your rights are you have a contract for service at current address no place else /You leave you pay the contract off .Its you that's moving TT can still provide the service at the contracted address .

Saying that speak nicely to TT and see if they will let you out of the contract ( they dont have to )

What do you actually mean by faster fibre ?? FTTP .

Neil_Jones

georgetur said:

I am in the process of moving to a new rented house, a process that has already been complicated by issues with contracts and move in dates due to issues on the landlord's end. I am in the process of trying to arrange for my broadband to be transferred across. I am currently with TalkTalk, and pay for the faster fibre package. While checking broadband provision in the area, I have found that TalkTalk do not offer fibre in the post code I am moving to, and so I would not be able to carry over my fibre package. Before calling TalkTalk to try and sort this out, I am interested to know what my rights are as a consumer - if they cannot provide the service I pay for, will I still have to pay a cancellation fee to leave? I have 12 months remaining on my contract.

This comes up so regularly I'm surprised we don't have a sticky for it.

Basically if you move to an area your supplier does not cover, you are breaking the agreement and you will be charged exit fees.  Simple as.  TalkTalk (in this case) are not forcing you to move or cutting you off, you are moving to an area they don't supply.

georgetur

JJ_Egan said:

Your rights are you have a contract for service at current address no place else /You leave you pay the contract off .Its you that's moving TT can still provide the service at the contracted address .

Saying that speak nicely to TT and see if they will let you out of the contract ( they dont have to )

What do you actually mean by faster fibre ?? FTTP .

It's just the name of one of their fibre packages, it's still not as a fast as many other providers offer - 60mbps to 70mbps usually.
I expected that to be the case, thanks for your help!

Chino

Neil_Jones said:

Basically if you move to an area your supplier does not cover, you are breaking the agreement and you will be charged exit fees.  Simple as.

In the case of Sky Broadband, clause 10(c)(iii) of the the SKY BROADBAND AND SKY TALK Terms and Conditions states:

You can end this Contract without incurring early termination charges during your Minimum Term if:
...
(iii) Condition 4(b)(ii) applies (you are moving home and the Product you are subscribing to is not available at your new Address);

So not quite so "simple as".

jbuchanangb

If TalkTalk do not offer Fibre at your new address, it's likely that none of the OpenReach based providers will offer it. So you could take the standard ADSL Broadband from TalkTalk, in which case they will probably waive the Early Termination Charges for your existing contract. Call them and talk to the Home Move team.

If you decide not to take any service from TalkTalk at your new address, then you will be liable for the ETCs.

pbartlett

that is uncharacteristicly generous of sky !

IronstoneIzadora

I have the same problem with Shell Energy.  I currently have fibre with them, however my new property is Virgin only.

They have said unless I'm willing to pay a £200 exit charge, I have to take their 11mb broadband on a new 18 month contract.  Can they insist I have a new contract, so it will be another 18 months before I can switch to Virgin, instead of the remaining term of my current contract which is about 12 months?

pbartlett

No they can't make you take a new 18 month contract - that is entirely up to you - just say 'no' and pay the £200 exit fee.

pbartlett

No they can't make you take a new 18 month contract - that is entirely up to you - just say 'no' and pay the £200 exit fee.

JJ_Egan

As above pay  the remaining months on your current contract that you agreed to .

But if only VM supply your new property how would Shell be able to supply a 11mb service ??

(They have said unless I'm willing to pay a £200 exit charge, I have to take their 11mb broadband on a new 18 month contract)