Leaving Hyperoptic

Yorkie11

Last year I signed up with Hyperoptic. Then my wife died in December. I've met someone new and have moved in with her and my council flat is empty. She changed from Talk Talk to Hyperoptic at my suggestion. Hyperoptic have told me that, because I've cancelled my contract early I'm going to have to pay about £300 cancellation fee. I think that's unfair. I've told Hyperoptic that I'd happily pay if I was moving to a different provider. But I don't see why I should pay for broadband I'm not able to use. Hyperoptic suggested I continue to pay the bills and then ask the new tenants if they'll reimburse me. 

Ayr_Rage

If you had a fixed term contract at a discount then you are liable for the termination fees, it really is as simple as that.

If you terminate the contract and don't pay the fee then they could take action to recover the amount owed.

littleboo

Presumably you were still in a minimum contract term? You may have been able to move your service to the new address to avoid early termination fees.

Neil_Jones

Yorkie11 said:

Last year I signed up with Hyperoptic. Then my wife died in December. I've met someone new and have moved in with her and my council flat is empty. She changed from Talk Talk to Hyperoptic at my suggestion. Hyperoptic have told me that, because I've cancelled my contract early I'm going to have to pay about £300 cancellation fee. I think that's unfair. I've told Hyperoptic that I'd happily pay if I was moving to a different provider. But I don't see why I should pay for broadband I'm not able to use. Hyperoptic suggested I continue to pay the bills and then ask the new tenants if they'll reimburse me. 

You chose to move, Hyperoptic didn't make you move.

https://www.hyperoptic.com/faq/posts/will-there-be-a-fee-if-i-cancel-my-service/ - "If you are on a 12-month or 24-month minimum package and wish to leave before the commitment period has expired, cancellation charges will apply (for each month remaining on your package, plus any outstanding charges)"

Perhaps you should have looked at transferring your service to the new address rather than asking the new partner just to sign up as a new customer....indeed https://www.hyperoptic.com/legal/post/terms-of-service/ makes mention of this - see section 11.

Yorkie11

Two people have suggested that I move my Hyperoptic service to my new address. I cannot do that as my finance already has Hyperoptic there, as I said. So she'd have to cancel her contract and pay an early termination fee if I want my broadband installed. 

Ayr_Rage

Yorkie11 said:

Two people have suggested that I move my Hyperoptic service to my new address. I cannot do that as my finance already has Hyperoptic there, as I said. So she'd have to cancel her contract and pay an early termination fee if I want my broadband installed. 

The others suggested that would have been your best move but as you say it's now too late.

You'll either have to get someone to take over the contract if Hyperoptic allow that or cancel and suck up the early termination fee.

M25

You could try and persuade them but at the end of the day you are contracted. They probably made nothing off you when you were a customer so they need that £300. These companies make either very little or nothing.

If you fail to pay the debt the default may be be marked against you [at that address at least and it may follow you] for 4 years or more.

Neil_Jones

Yorkie11 said:

Two people have suggested that I move my Hyperoptic service to my new address. I cannot do that as my finance already has Hyperoptic there, as I said. So she'd have to cancel her contract and pay an early termination fee if I want my broadband installed. 

Can I respectfully point out that you wrote that your new partner was not with Hyperoptic at the time, but moved to them at your suggestion.

If your plan was to move in with them at some point, then this would have been the ideal time to look at taking your service to that address, rather than asking them to move provider and then moving in and then dealing with your internet for your old address.

You've sort of made a rod for your own back so to speak.