Question about 14 day cooling-off period in case of broadband service

Ulrich

Hi All,

If I enter into a 12 months contract with a broadband service provider today and select installation date tomorrow, when can I cancel the contract without paying an exit/cancellation fee if I'm not happy with the speed or anything else related to the service?

On one hand, here it says I can cancel within the 14-day cooling off period.
On the other hand, in the legislation it says "The trader must not begin the supply of a service before the end of the cancellation period unless the consumer has made an express request" (36.1) and I have that right except "where the service is supplied in response to a request"(29(1)(d)).

The provider in question in their T&Cs states that "5.1 The Contract between you and us will commence on the date of your successful broadband installation" and "7.1 you have a legal right to cancel your Contract during the period of 14 calendar days from the day after the date of your Confirmation.. This means that during this period if you change your mind or for any other reason you decide you do not want to order the Services (or to cancel your order), you can notify us of your decision to cancel the Contract and receive a full refund of any charges you have already paid for the Services (less any charges in respect of Services which you have used and the installation fee set out in your Confirmation)."

Does that all mean that if I cancel within the cooling off period, I pay nothing if I didn't request the provider to supply the service before the end off the cooling-off period, but If I did request the service, I'll only need to pay for the period before I cancelled (and no exit/cancellation fee)?

That also sounds like it makes sense to request supply of service within the cancellation period, otherwise I'll have no right to cancel without paying an exit fee if something goes wrong - is that correct?

Alderbank

My experience with other suppliers has always been that the activation date is more that 14 days from requesting it. 

I don't know anything about Community Fibre but I would be impressed if I phoned them today and they said I would be up and running tomorrow!

I think though that your concern is more than adequately addressed by their 60 Day Satisfaction Guarantee:

The 60 Day Satisfaction Guarantee commences from the date of your successful broadband installation. If at any time during that period you are not happy, and we've not been able to fix any issues you have had, then you can leave with no cancellation fees. 

Ulrich

Alderbank said:

My experience with other suppliers has always been that the activation date is more that 14 days from requesting it. 

I don't know anything about Community Fibre but I would be impressed if I phoned them today and they said I would be up and running tomorrow!

I think though that your concern is more than adequately addressed by their 60 Day Satisfaction Guarantee:

The 60 Day Satisfaction Guarantee commences from the date of your successful broadband installation. If at any time during that period you are not happy, and we've not been able to fix any issues you have had, then you can leave with no cancellation fees. 

Well, my example was just illustrative, how about not tomorrow but in 16 days?

I'm not too optimistic about that 60 Day thing because of "you are not happy, and we've not been able to fix"
Not the same as  "for any reason", right?
And some people reported CF do not honour it

sheramber

Ulrich said:

Alderbank said:

My experience with other suppliers has always been that the activation date is more that 14 days from requesting it. 

I don't know anything about Community Fibre but I would be impressed if I phoned them today and they said I would be up and running tomorrow!

I think though that your concern is more than adequately addressed by their 60 Day Satisfaction Guarantee:

The 60 Day Satisfaction Guarantee commences from the date of your successful broadband installation. If at any time during that period you are not happy, and we've not been able to fix any issues you have had, then you can leave with no cancellation fees. 

Well, my example was just illustrative, how about not tomorrow but in 16 days?

I'm not too optimistic about that 60 Day thing because of "you are not happy, and we've not been able to fix"
Not the same as  "for any reason", right?
And some people reported CF do not honour it

The cooling off period is from your confirmation date, not the installation date.

The confirmation date is explained in the T&C link you quoted under the section what words mean.

See also

7.3   After the Cooling off Period has expired, you may cancel the Contract at any time on 30 calendar days' notice.

7.4 If you choose to cancel the Contract: 

a)  after the Cooling off Period and the 60 Day Satisfaction Guarantee but before the expiry of your Minimum Period you will need to pay us the appropriate Cancellation Fee.   

Ulrich

sheramber said:

Ulrich said:

Alderbank said:

My experience with other suppliers has always been that the activation date is more that 14 days from requesting it. 

I don't know anything about Community Fibre but I would be impressed if I phoned them today and they said I would be up and running tomorrow!

I think though that your concern is more than adequately addressed by their 60 Day Satisfaction Guarantee:

The 60 Day Satisfaction Guarantee commences from the date of your successful broadband installation. If at any time during that period you are not happy, and we've not been able to fix any issues you have had, then you can leave with no cancellation fees. 

Well, my example was just illustrative, how about not tomorrow but in 16 days?

I'm not too optimistic about that 60 Day thing because of "you are not happy, and we've not been able to fix"
Not the same as  "for any reason", right?
And some people reported CF do not honour it

The cooling off period is from your confirmation date, not the installation date.

The confirmation date is explained in the T&C link you quoted under the section what words mean.

See also

7.3   After the Cooling off Period has expired, you may cancel the Contract at any time on 30 calendar days' notice.

7.4 If you choose to cancel the Contract: 

a)  after the Cooling off Period and the 60 Day Satisfaction Guarantee but before the expiry of your Minimum Period you will need to pay us the appropriate Cancellation Fee.   

Looks like if the installation date is less that 14 days ahead of the confirmation date the contract can be cancelled without paying cancellation fee.