onestream broadband now saying i signed up for 24 months

judip43

i received my end of contract notification email to say contract ends nov 19th 2023 i called to say that i wanted to end my contract on this date, i was then told i had signed up for 24 months and the ecn was a mistake, the order on my account says 12 months, i've attached photo, there was also a new order on account for 24 months starting in nov i told them i had not placed that either, that has now changed stating i placed order today and there is an early termination fee placed on that order, my questions are 1. are the end of contract notifications binding? 2. am i right in the thinking when it say 12 months on the order placed last year it means i signed up for 12 months not 24 as they are now saying 3. will i be charged early termination fee for the 24 month contract starting that i did not place

FreeBear

The screen shot just says 12 month promotional discount. It doesn't say anything about the length of contract.

You need to look at any emails you received back in 2022 about length of contract - It might be buried in the Terms & Conditions.

judip43

FreeBear said:

The screen shot just says 12 month promotional discount. It doesn't say anything about the length of contract.

You need to look at any emails you received back in 2022 about length of contract - It might be buried in the Terms & Conditions.

i've been back over all my emails but can't find one with anything on, i wonder if i could request copy they have, the previous contract on my account for 18 months is same as email they sent hence me thinking my account means it was 12 months i remember telling them i only wanted 12 months, i've had no communication via email telling me that the end of contract notification they sent me was wrong

FreeBear

That email certainly suggests that you are coming up to the end of contract (you might want to redact the account reference at the top).

A formal complaint stating that you only ever took out a 12 month contract is in order, and a second complaint made stating that you have not renewed for another 24 months. How you play it from here on is up to you - You can follow their complaints process and eventually refer it to the ombudsman (will take time). Or you can tell them to stuff it & cancel, switch provider, and then wait to be chased for default fees & early termination fees. The latter may affect your credit rating and stress levels.

judip43

i rang back today, got a different advisor who agreed i was right and the contract ends 19th oct this year NOT next year and it wasn't a 24 month contract i took out as a so called manager told me 2 days ago, he was really nice cancelled the renewal and the new 24 month contract order i didn't place and confirmed it all in an email whist i was on the phone inc that there is nothing to pay and not early termination fee, thanks for your advice much appreciated