Can I cancel because of poor service?

stroppymare

In July of this year, I moved house. Before I was able to organise broadband in the new property, the purchaser of my house somehow managed to get my current broadband supplier (EE) cancelled. I contacted EE saying that I had had no knowledge of this and was left with no internet access. 

EE said they would set me up at the new property with a better offer with BT, which I accepted.
Long story short, BT cancelled the order twice, citing technical reasons, suggested they referred me on to Supanet as the ‘best service’ for me, which they did.

since joining, the service has been far below the standard expected. From the start they were very slow to set up the service, I complained several times about the constant buffering, and  I have now been without internet for four days. I’m told it’s due to an outage, yet this is not showing on their website and no one else in the area has this problem, though many of them using BT which Supanet piggybacks on They can’t  say when this will be resolved.

I have only just received the first bill but am over the 14 day cancellation period.

Do I have grounds for cancelling the contract?

QrizB

stroppymare said:

In July of this year, I moved house. Before I was able to organise broadband in the new property, the purchaser of my house somehow managed to get my current broadband supplier (EE) cancelled.

The purchaser of your old house managed to cancel your broadband service at your new house? That's a new one on me!

stroppymare said:

I have only just received the first bill but am over the 14 day cancellation period.

Your cancellation period begins when you sign up, not when the service starts. Generally the 14 days are uo before the service goes live, although that might not so in your specific case.

stroppymare said:

Do I have grounds for cancelling the contract?

Unlikely.

stroppymare said:

since joining, the service has been far below the standard expected. From the start they were very slow to set up the service, I complained several times about the constant buffering, and  I have now been without internet for four days. I’m told it’s due to an outage, yet this is not showing on their website and no one else in the area has this problem, though many of them using BT which Supanet piggybacks on They can’t  say when this will be resolved.

Sadly, Supanet don't appear to be part of the automatic compensation scheme (link).
Have they offered any form of goodwill payment or compensation for your prolonged outage?

stroppymare

Yes I thought it was strange that she had managed to do that and EE couldn’t offer an explanation 

yes Supanet have offered compensation. Though not said what, but that’s of little use when you can’t work properly.

QrizB

stroppymare said:

 yes Supanet have offered compensation. Though not said what, but that’s of little use when you can’t work properly.

How is mobile data in your area?

In many cases the compensation payable will cover the cost of a high-allowance mobile data SIM and a 4G router to put it in.

littleboo

Supanet use Openreach ( not "BT") . Its quite possible for Supanet to have problems which don't affect other Openreach based providers - backhaul capacity, peering problems. Its not clear how you placed an order with BT and then ended up with Supanet - they are two unrelated organisations.

brewerdave

littleboo said:

Supanet use Openreach ( not "BT") . Its quite possible for Supanet to have problems which don't affect other Openreach based providers - backhaul capacity, peering problems. Its not clear how you placed an order with BT and then ended up with Supanet - they are two unrelated organisations.

I was thinking exactly the same thing - where is the connection between Supanet and BT Retail ?? I could maybe understand if the recommendation had been for Plusnet but......

stroppymare

I have no idea why BT suggested Supanet. Everyone else seems to be able to access BT in the village. To be honest, after nearly 6 weeks without internet I was just grateful that they were going to sort something out- or so I thought!

stroppymare

Mobile data is fine. I’m with EE- I’d have happily stayed with them