Hyperoptic and Cooling Off Period Help

nekr0mantik

So not sure where I stand but I signed up to new 12 month contact with Hyperoptic as a renewal on 15th Jan. On 16th Jan I reported speed issues and they found fault on my account and they closed old account and opened new one. 

Then on Friday AM I lost all internet and still now have no internet access. I want to leave but they saying there is no cooling off period as new account was created as a home move which is a lie. 

Where do I stand legally?  

TadleyBaggie

Renewal of contracts don't generally have cooling off periods.

iniltous

Assuming they will reconnect you quickly, and assuming you were previously happy with them (  otherwise why renew )  , then why the knee jerk reaction to leave and try something else …. even if you were not held to term by them  , which as stated , because you renewed doesn’t entitle you to a cooling off period, and the closing of the original account and issue of a new one was an u unfortunate administration error ( probably the reason why you currently have no service )  , but I doubt a new provider will get you up and running any quicker than them restoring your  service …so why the need to leave when a couple of days ago you were happy to stay   ?

nekr0mantik

iniltous said:

Assuming they will reconnect you quickly, and assuming you were previously happy with them (  otherwise why renew )  , then why the knee jerk reaction to leave and try something else …. even if you were not held to term by them  , which as stated , because you renewed doesn’t entitle you to a cooling off period, and the closing of the original account and issue of a new one was an u unfortunate administration error ( probably the reason why you currently have no service )  , but I doubt a new provider will get you up and running any quicker than them restoring your  service …so why the need to leave when a couple of days ago you were happy to stay   ?

I was not truly happy as they did not get me close to 800mb always between 600 and 700 and reddit is full of similar complaints in last year or two where service is slipping. only reason I agreed to stay was after I started a switch they offered £20 a month for 12 months deal which is £15 less then anywhere else but if they take 5 or more to restore service when I need it to work from home its not a good thing and I need a more reliable provider. 

MyRealNameToo

nekr0mantik said:

iniltous said:

Assuming they will reconnect you quickly, and assuming you were previously happy with them (  otherwise why renew )  , then why the knee jerk reaction to leave and try something else …. even if you were not held to term by them  , which as stated , because you renewed doesn’t entitle you to a cooling off period, and the closing of the original account and issue of a new one was an u unfortunate administration error ( probably the reason why you currently have no service )  , but I doubt a new provider will get you up and running any quicker than them restoring your  service …so why the need to leave when a couple of days ago you were happy to stay   ?

I was not truly happy as they did not get me close to 800mb always between 600 and 700 and reddit is full of similar complaints in last year or two where service is slipping. only reason I agreed to stay was after I started a switch they offered £20 a month for 12 months deal which is £15 less then anywhere else but if they take 5 or more to restore service when I need it to work from home its not a good thing and I need a more reliable provider. 

How are you judging the speed? Seen far too many running speed tests over wifi or using download speeds to estimate it not realising why they arent getting what was promised. 

What are you doing that you will actually see a difference between 800Mbps and 700Mbps? Can work from home perfectly fine on 30Mbps 

Have been a customer with them for 9 years now during which there have been two outages due to rats chewing their cables and 3 short planned outages for equipment upgrades. Personally dont think it's bad and the speeds have always been fairly close to what's promised and much more reliable than prior suppliers. Obviously most other providers use OpenReach which is a vastly larger network with much more redundancy in it. Speeds have always been way below what was advertised and at our last place OpenReach took nearly 3 months to connect us up. 

saajan_12

nekr0mantik said:

So not sure where I stand but I signed up to new 12 month contact with Hyperoptic as a renewal on 15th Jan. On 16th Jan I reported speed issues and they found fault on my account and they closed old account and opened new one. 

Then on Friday AM I lost all internet and still now have no internet access. I want to leave but they saying there is no cooling off period as new account was created as a home move which is a lie. 

Where do I stand legally?  

The new account may be a red herring and just how they manage systems internally, but ultimately the legal position is that its a renewal, which is an amendment of your original contract just on different price / date terms for this period. As such, there is no cooling off period. 

So any speed issues would have to be dealt with as if you were mid contract.