Refund rights on WIFI boosters ordered with broadband?

SlightlyOddBob

Hi All,

Potential grey area here.

UK consumer rights for online purchases gives right to refund 14 days after reciept of goods.

Broadband contracts give 14 days after being signed. Is that when I ordered the broadband or after I signed the technicians tablet after they installed it?

Either way I ordered 3 mesh wifi repeaters with my broadband. Two issues. 1) I mistakenly thought it was a one off cost rather than monthly. My bad, obviously didn't pay enough attention. Cancelled and asked for immediate return and removal from contract. 2) Not mentioned this to the supplier as I don't think I need to but these things were a pain in the posterior. With fixed devices I'm sure they are fine, but my mobile for example would frequently drop down to 3mbit/s (on a 1800mbit/s connection and require me to shutdown and restart my wifi. I'm guessing my wife's and kid's portable devices would have suffered the same issue, and get heavy use.

The supplier has accepted the return request and has removed the repeaters from the contract going forward. They have however raised the first bill the day after install and have initially refused refund or offer credit against future bills for the amount already charged for the repeaters.

Now as far as I understand I ordered these repeaters online, and therefore have right to to refund? It's within 14 days of when I signed the technicians tablet, but I don't want to cancel the whole contract, just get back what paid for the repeaters that turned out to be not fit for my purpose.

MattMattMattUK

Which broadband supplier?

SlightlyOddBob

YouFibre (formerly BRSK)

I should point out at this point it may be a genuine initial mistake by the first line of support. They have not closed the case yet, nor responded to me saying I thought consumer rights gave me a right to change of mind refund.

I am keen to see if others think the 14 day right to refund and return should apply here.

born_again

Could be that they are taken as part of a single purchase, As on the same order. End of the day a credit on your account is as good as cash refund, as you will not have to pay a bill till the credit is used?

Woodstok2000

I had an almost identical situation with Now but it was a couple of years ago - I was told that the 14 day cooling off period started on the day after I signed the contract, however their own T&Cs stated 14 days from the later of installation/activation/day after contract, and so that lasted much longer. We cancelled 7 days after activation (about 25 days after contract signature) and got a full refund minus the 7 days usage.

They supplied us with extenders, however their argument was that these were provided 'free' and the monthly cost was also refunded minus a 7 day usage charge.

SlightlyOddBob

https://forums.moneysavingexpert.com/discussion/comment/82031785#Comment_82031785

I would be happy with a credit, that wasn't offered. I realise £15 isn't a huge amount but I don't like the way 14 day cool off period may have expired before my install date. I set the latter to match the expiry of my previous contract.

SlightlyOddBob

I'll certinally check over the T&Cs again. Thanks for the hint.

Ectophile

https://forums.moneysavingexpert.com/discussion/comment/82032461#Comment_82032461

It's common practice to run out the cooling off period before they do the installation. Otherwise they take the risk that they go through the whole install process, then you change your mind and they have wasted their money.