Cancelling broadband early due to provider's fault

prowla

PawelK said:

It's not OR that seems to be failing but my provider customer service is shocking. I just got off the phone with them as they sent me earlier a text message saying my issue has been fixed and my ticket closed! When I asked why, they said, it's because the previous ticket has closed for unknown reasons and they had to open new one. They also said that the engineer was working outside of the property yesterday and they now need new appointment to access the property. I refused as I am too busy at work at the moment. And the previous engineer already established the problem and that the access to the property is required so I have no idea why yesterday they would do something different than what they've already established.

I am going to call provider shortly and ask how to go about cancelling their shocking contract. 
I am aware any new provider will have to also book OR guys to come and fix the issue but I'm just fed up dealing with my current provider anymore after being lied to and not informed about things I asked multiple times.

That's the game of resetting the clock by closing a ticket and opening a new one.

PawelK

vea44 said:

PawelK said:

vea44 said:

PawelK said:

Latest update.

On the phone twice with Vodafone today. They will let me leave without paying anything and once I switch they will discuss compensation with me. 
Hopefully this will encourage others who are in a similar situation and feeling trapped with their ISP.
Thank you to all for your comments and supportive messages.
Now, off me go to find another provider...

Can I ask how you managed this please? Vodafone are denying I have internet problems and told BT engineers they are wrong. I've been going round in circles for months and complaints never get resolved. They won't let me out of my contract.

Hello.

I think in my case the turning point was when I eventually said to another representative fro. The 2nd line of their support team that I'll be looking to leave them without paying the remainder of the contract, claim compensation for no shows and for my payments towards the service I wasn't receiving PLUS that if you will be told no, I will take them to court if I have to (apart from reporting then to ofgem). The person made those notes on my account and said that of I decide to leave even without paying the remainder, they can't issue me any compensation as I need to be their customer to do that. I said this sounds like a blackmail and mentioned I was lied to few times by them, had few broken promises and couple of no shows from OR. Only then she passed me to someone senior and from then onwards, I finally started talking to the person with common sense. We're in touch now regularly, he opened my complaints case on their website and provided me with the log in details so I can track the progress and add anything if I need to.
The current situation is that as I'm switching providers on the 15th, we agreed for him to call me on that date to confirm credit applied to my account and discuss the compensation once for all. Please familiarise yourself with the Automatic compensation scheme which has some good explanations and if you believe you're due any of that, you should mention that to them too.

I wish you all the best as I know how frustrating, time wasting this can be, even impacting your relationships within the household as a result of continuous stress and anger.

Thank you for replying. This is so good to know. I will look into that scheme and prepare myself for their next call. 

It is infuriating. I've literally been told every lie going and I refuse to pay to leave them when they are useless. I'm so glad to hear you are moving supplier and hope its an easy transition and a much better service. Thanks again.

To be honest I'm not sure of the service will be much better although I chose the deal with higher speed for less money. But as apparently the fault is with my old cable, I expect my new provider to also book OR people to come over and sort it. But my main motivation was to move away from the dishonest staff I was talking to each time and jist to deal with professional and trustworthy ones. Good luck to you.

PawelK

prowla said:

PawelK said:

It's not OR that seems to be failing but my provider customer service is shocking. I just got off the phone with them as they sent me earlier a text message saying my issue has been fixed and my ticket closed! When I asked why, they said, it's because the previous ticket has closed for unknown reasons and they had to open new one. They also said that the engineer was working outside of the property yesterday and they now need new appointment to access the property. I refused as I am too busy at work at the moment. And the previous engineer already established the problem and that the access to the property is required so I have no idea why yesterday they would do something different than what they've already established.

I am going to call provider shortly and ask how to go about cancelling their shocking contract. 
I am aware any new provider will have to also book OR guys to come and fix the issue but I'm just fed up dealing with my current provider anymore after being lied to and not informed about things I asked multiple times.

That's the game of resetting the clock by closing a ticket and opening a new one.

I'll make sure they won't be opening a new one on the 15th. 😅😂

vea44

PawelK said:

vea44 said:

PawelK said:

vea44 said:

PawelK said:

Latest update.

On the phone twice with Vodafone today. They will let me leave without paying anything and once I switch they will discuss compensation with me. 
Hopefully this will encourage others who are in a similar situation and feeling trapped with their ISP.
Thank you to all for your comments and supportive messages.
Now, off me go to find another provider...

Can I ask how you managed this please? Vodafone are denying I have internet problems and told BT engineers they are wrong. I've been going round in circles for months and complaints never get resolved. They won't let me out of my contract.

Hello.

I think in my case the turning point was when I eventually said to another representative fro. The 2nd line of their support team that I'll be looking to leave them without paying the remainder of the contract, claim compensation for no shows and for my payments towards the service I wasn't receiving PLUS that if you will be told no, I will take them to court if I have to (apart from reporting then to ofgem). The person made those notes on my account and said that of I decide to leave even without paying the remainder, they can't issue me any compensation as I need to be their customer to do that. I said this sounds like a blackmail and mentioned I was lied to few times by them, had few broken promises and couple of no shows from OR. Only then she passed me to someone senior and from then onwards, I finally started talking to the person with common sense. We're in touch now regularly, he opened my complaints case on their website and provided me with the log in details so I can track the progress and add anything if I need to.
The current situation is that as I'm switching providers on the 15th, we agreed for him to call me on that date to confirm credit applied to my account and discuss the compensation once for all. Please familiarise yourself with the Automatic compensation scheme which has some good explanations and if you believe you're due any of that, you should mention that to them too.

I wish you all the best as I know how frustrating, time wasting this can be, even impacting your relationships within the household as a result of continuous stress and anger.

Thank you for replying. This is so good to know. I will look into that scheme and prepare myself for their next call. 

It is infuriating. I've literally been told every lie going and I refuse to pay to leave them when they are useless. I'm so glad to hear you are moving supplier and hope its an easy transition and a much better service. Thanks again.

To be honest I'm not sure of the service will be much better although I chose the deal with higher speed for less money. But as apparently the fault is with my old cable, I expect my new provider to also book OR people to come over and sort it. But my main motivation was to move away from the dishonest staff I was talking to each time and jist to deal with professional and trustworthy ones. Good luck to you.

Who have you gone with? 

Honestly the BT engineer couldn't believe his ears when he rang them. He said I always ring providers to make sure everything is sorted for the customer and I have never ever had them tell me I'm wrong and not seeing what I'm seeing. They usually all listen and sort it out. I said oh it gets so much worse. Haha

PawelK

vea44 said:

PawelK said:

vea44 said:

PawelK said:

vea44 said:

PawelK said:

Latest update.

On the phone twice with Vodafone today. They will let me leave without paying anything and once I switch they will discuss compensation with me. 
Hopefully this will encourage others who are in a similar situation and feeling trapped with their ISP.
Thank you to all for your comments and supportive messages.
Now, off me go to find another provider...

Can I ask how you managed this please? Vodafone are denying I have internet problems and told BT engineers they are wrong. I've been going round in circles for months and complaints never get resolved. They won't let me out of my contract.

Hello.

I think in my case the turning point was when I eventually said to another representative fro. The 2nd line of their support team that I'll be looking to leave them without paying the remainder of the contract, claim compensation for no shows and for my payments towards the service I wasn't receiving PLUS that if you will be told no, I will take them to court if I have to (apart from reporting then to ofgem). The person made those notes on my account and said that of I decide to leave even without paying the remainder, they can't issue me any compensation as I need to be their customer to do that. I said this sounds like a blackmail and mentioned I was lied to few times by them, had few broken promises and couple of no shows from OR. Only then she passed me to someone senior and from then onwards, I finally started talking to the person with common sense. We're in touch now regularly, he opened my complaints case on their website and provided me with the log in details so I can track the progress and add anything if I need to.
The current situation is that as I'm switching providers on the 15th, we agreed for him to call me on that date to confirm credit applied to my account and discuss the compensation once for all. Please familiarise yourself with the Automatic compensation scheme which has some good explanations and if you believe you're due any of that, you should mention that to them too.

I wish you all the best as I know how frustrating, time wasting this can be, even impacting your relationships within the household as a result of continuous stress and anger.

Thank you for replying. This is so good to know. I will look into that scheme and prepare myself for their next call. 

It is infuriating. I've literally been told every lie going and I refuse to pay to leave them when they are useless. I'm so glad to hear you are moving supplier and hope its an easy transition and a much better service. Thanks again.

To be honest I'm not sure of the service will be much better although I chose the deal with higher speed for less money. But as apparently the fault is with my old cable, I expect my new provider to also book OR people to come over and sort it. But my main motivation was to move away from the dishonest staff I was talking to each time and jist to deal with professional and trustworthy ones. Good luck to you.

Who have you gone with? 

Honestly the BT engineer couldn't believe his ears when he rang them. He said I always ring providers to make sure everything is sorted for the customer and I have never ever had them tell me I'm wrong and not seeing what I'm seeing. They usually all listen and sort it out. I said oh it gets so much worse. Haha

I used this website and uSwitch for comparison. Didn't want to pay more than what I was and rejected talktalk and my current one as had terrible experience with both customer service in the past. That narrowed it down to two with the best price and customer service review's score. Chose PlusNet first but then they could only offer me 8-16mbps in my area which is very low so I have gone with my second choice, Now (Sky) Broadband where the price was slightly less than Vodafone for lower speed. And I have to say, I already made a first call to them as one of the emails was bit confusing but had a really nice chat with a person who explained everything well and apologised so first impression very good.

Keep_pedalling

PawelK said:

vea44 said:

PawelK said:

vea44 said:

PawelK said:

vea44 said:

PawelK said:

Latest update.

On the phone twice with Vodafone today. They will let me leave without paying anything and once I switch they will discuss compensation with me. 
Hopefully this will encourage others who are in a similar situation and feeling trapped with their ISP.
Thank you to all for your comments and supportive messages.
Now, off me go to find another provider...

Can I ask how you managed this please? Vodafone are denying I have internet problems and told BT engineers they are wrong. I've been going round in circles for months and complaints never get resolved. They won't let me out of my contract.

Hello.

I think in my case the turning point was when I eventually said to another representative fro. The 2nd line of their support team that I'll be looking to leave them without paying the remainder of the contract, claim compensation for no shows and for my payments towards the service I wasn't receiving PLUS that if you will be told no, I will take them to court if I have to (apart from reporting then to ofgem). The person made those notes on my account and said that of I decide to leave even without paying the remainder, they can't issue me any compensation as I need to be their customer to do that. I said this sounds like a blackmail and mentioned I was lied to few times by them, had few broken promises and couple of no shows from OR. Only then she passed me to someone senior and from then onwards, I finally started talking to the person with common sense. We're in touch now regularly, he opened my complaints case on their website and provided me with the log in details so I can track the progress and add anything if I need to.
The current situation is that as I'm switching providers on the 15th, we agreed for him to call me on that date to confirm credit applied to my account and discuss the compensation once for all. Please familiarise yourself with the Automatic compensation scheme which has some good explanations and if you believe you're due any of that, you should mention that to them too.

I wish you all the best as I know how frustrating, time wasting this can be, even impacting your relationships within the household as a result of continuous stress and anger.

Thank you for replying. This is so good to know. I will look into that scheme and prepare myself for their next call. 

It is infuriating. I've literally been told every lie going and I refuse to pay to leave them when they are useless. I'm so glad to hear you are moving supplier and hope its an easy transition and a much better service. Thanks again.

To be honest I'm not sure of the service will be much better although I chose the deal with higher speed for less money. But as apparently the fault is with my old cable, I expect my new provider to also book OR people to come over and sort it. But my main motivation was to move away from the dishonest staff I was talking to each time and jist to deal with professional and trustworthy ones. Good luck to you.

Who have you gone with? 

Honestly the BT engineer couldn't believe his ears when he rang them. He said I always ring providers to make sure everything is sorted for the customer and I have never ever had them tell me I'm wrong and not seeing what I'm seeing. They usually all listen and sort it out. I said oh it gets so much worse. Haha

I used this website and uSwitch for comparison. Didn't want to pay more than what I was and rejected talktalk and my current one as had terrible experience with both customer service in the past. That narrowed it down to two with the best price and customer service review's score. Chose PlusNet first but then they could only offer me 8-16mbps in my area which is very low so I have gone with my second choice, Now (Sky) Broadband where the price was slightly less than Vodafone for lower speed. And I have to say, I already made a first call to them as one of the emails was bit confusing but had a really nice chat with a person who explained everything well and apologised so first impression very good.

I fear that Plusnet were being more honest than Sky on what can be reliably delivered. 

PawelK

Keep_pedalling said:

PawelK said:

vea44 said:

PawelK said:

vea44 said:

PawelK said:

vea44 said:

PawelK said:

Latest update.

On the phone twice with Vodafone today. They will let me leave without paying anything and once I switch they will discuss compensation with me. 
Hopefully this will encourage others who are in a similar situation and feeling trapped with their ISP.
Thank you to all for your comments and supportive messages.
Now, off me go to find another provider...

Can I ask how you managed this please? Vodafone are denying I have internet problems and told BT engineers they are wrong. I've been going round in circles for months and complaints never get resolved. They won't let me out of my contract.

Hello.

I think in my case the turning point was when I eventually said to another representative fro. The 2nd line of their support team that I'll be looking to leave them without paying the remainder of the contract, claim compensation for no shows and for my payments towards the service I wasn't receiving PLUS that if you will be told no, I will take them to court if I have to (apart from reporting then to ofgem). The person made those notes on my account and said that of I decide to leave even without paying the remainder, they can't issue me any compensation as I need to be their customer to do that. I said this sounds like a blackmail and mentioned I was lied to few times by them, had few broken promises and couple of no shows from OR. Only then she passed me to someone senior and from then onwards, I finally started talking to the person with common sense. We're in touch now regularly, he opened my complaints case on their website and provided me with the log in details so I can track the progress and add anything if I need to.
The current situation is that as I'm switching providers on the 15th, we agreed for him to call me on that date to confirm credit applied to my account and discuss the compensation once for all. Please familiarise yourself with the Automatic compensation scheme which has some good explanations and if you believe you're due any of that, you should mention that to them too.

I wish you all the best as I know how frustrating, time wasting this can be, even impacting your relationships within the household as a result of continuous stress and anger.

Thank you for replying. This is so good to know. I will look into that scheme and prepare myself for their next call. 

It is infuriating. I've literally been told every lie going and I refuse to pay to leave them when they are useless. I'm so glad to hear you are moving supplier and hope its an easy transition and a much better service. Thanks again.

To be honest I'm not sure of the service will be much better although I chose the deal with higher speed for less money. But as apparently the fault is with my old cable, I expect my new provider to also book OR people to come over and sort it. But my main motivation was to move away from the dishonest staff I was talking to each time and jist to deal with professional and trustworthy ones. Good luck to you.

Who have you gone with? 

Honestly the BT engineer couldn't believe his ears when he rang them. He said I always ring providers to make sure everything is sorted for the customer and I have never ever had them tell me I'm wrong and not seeing what I'm seeing. They usually all listen and sort it out. I said oh it gets so much worse. Haha

I used this website and uSwitch for comparison. Didn't want to pay more than what I was and rejected talktalk and my current one as had terrible experience with both customer service in the past. That narrowed it down to two with the best price and customer service review's score. Chose PlusNet first but then they could only offer me 8-16mbps in my area which is very low so I have gone with my second choice, Now (Sky) Broadband where the price was slightly less than Vodafone for lower speed. And I have to say, I already made a first call to them as one of the emails was bit confusing but had a really nice chat with a person who explained everything well and apologised so first impression very good.

I fear that Plusnet were being more honest than Sky on what can be reliably delivered. 

Even if they are, they were unable to provide to my property.

Shipchase

PawelK said:

I just been lied to (again) by Vodafone ... Right now I am shaking inside from anger everytime I have to call them as I'm trying really hard not to start swearing! I told them if they won't allow me to leave the contract without paying the remainder, I'll not only co tact the regulator but even take them to court if I have to as I have enough evidence to prove how rubbish service I've been receiving from deceitful and lying company representatives. 

I ditched Vodafone a while ago. Talking on the phone to their Indian call centre was like talking to gangsters, and they act like them too.  Despite my giving then a months notice of termination as my package with them required, they tried to charge me for two further months.  It took several more months before their hate mail eventually dried up.

PawelK

Shipchase said:

PawelK said:

I just been lied to (again) by Vodafone ... Right now I am shaking inside from anger everytime I have to call them as I'm trying really hard not to start swearing! I told them if they won't allow me to leave the contract without paying the remainder, I'll not only co tact the regulator but even take them to court if I have to as I have enough evidence to prove how rubbish service I've been receiving from deceitful and lying company representatives. 

I ditched Vodafone a while ago. Talking on the phone to their Indian call centre was like talking to gangsters, and they act like them too.  Despite my giving then a months notice of termination as my package with them required, they tried to charge me for two further months.  It took several more months before their hate mail eventually dried up.

I only found worthwhile forcing them to pass my official complaint case to their "directors team" where i finally dealt with a sensible man (based in the UK) and I'm hopefully about to finalise my compensation early next week. 

So far with Now Broadband and very happy.