Lyca - 14 day cooling off

teamastra

Hello,

I won't bore you all with the full details but......

I had an AWFUL experience with Lyca. signed up on 13th Feb, number didn't port till 20th Feb, from the moment it ported it didn't work. spent several hours on the phone to them over 2 days to discover they'd sent me a payg sim and not Pay monthly. after 2 days of them not sorting it I requested my PAC (22nd). They phoned me and I told them the story and said i was leaving. I then emailed them saying i was cancelling on the 26th to re enforce that i was leaving. All this was within the 14 day cooling off period. My number ported to my new network on the 27th. 

they are now trying to charge me for a full year because i cancelled on the 26th but it wasn't terminated till the 29th. 

Their customer service is abysmal  

Does anyone have any experience of this? where do i stand legally? I was supplied with a product that wasn't fit for purpose and didn't have a working sim card for a week.

Thanks

savergrant

"I was supplied with a product that wasn't fit for purpose"

Not sure that there is actually a product, legally. You are paying for a service, not a physical product.
However if they are failing to stand by their own t&c's which were part of your pre-contract information you may have cause to claim breach of contract.

Exactly what do you mean by 'from the moment it ported (in presumably?) it didn't work'?
Is it an issue with calls/texts/data? Incoming/outgoing? Some phones can have settings which seem to lock to the sim's original phone number and need refreshing after a port iirc. Or it could be an issue with a split port.

How did you communicate to them that you were exercising the 14 day cancellation option within your t&c's? Do you have a paper trail to show this?