Box Broadband/Community Fibe Exit Fee

edibletoast

Hi All,

I took out a 24 months contract with Box Broadband (now part of Community Fibre) in August 2023 with the first 12 months free. At the time I was worried that I may move to a location in the next 24 months which they do not cover, but I was re-assured by two sales people and customer services when I called that there would be no exit fee if this was the case.

I am now moving to a new location which they do not cover, and lo and behold the exit fee is actually 50% of the remaining contract (£20pm). I spoke to customer services and it seems the T&Cs changed for this in December; they did send an email but it was all focused around price changes with no mention of this change. The only mention is a link to terms and conditions, but the changes have not been highlighted or made clear so the only way to check would be to compare the previous ten pages or T&Cs to the new ten pages; I would argue they are hiding these changes.

Do I have any hope of getting this exit fee waived based on 1) the initial promises from Box, and 2) the hidden nature of these changes in the contract? If so, any tips for how to best complain/haggle to reduce the cost to exit as much as possible?

Thanks

mikedragon

Normally a company cannot change a contract unilaterally. Take it to the Ombudsman, assuming you have proof of the promise that was made to you.