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  • FIRST POST
    • peterrrg
    • By peterrrg 9th Apr 18, 9:01 PM
    • 3Posts
    • 1Thanks
    peterrrg
    Origin broadband - Contract minimum term hidden on site
    • #1
    • 9th Apr 18, 9:01 PM
    Origin broadband - Contract minimum term hidden on site 9th Apr 18 at 9:01 PM
    Origin Broadband have no information about the length of the contract on their mobile site. I have checked all the way from the homepage to placing an order, even in the Terms of Service.

    I tried to cancel my service and was surprised to learn that I was in an 18 month contract
Page 1
    • DoaM
    • By DoaM 9th Apr 18, 10:02 PM
    • 4,284 Posts
    • 4,330 Thanks
    DoaM
    • #2
    • 9th Apr 18, 10:02 PM
    • #2
    • 9th Apr 18, 10:02 PM
    https://www.originbroadband.com/policies/terms

    When the Party's over (i.e. Service Is Cancelled or Terminated)
    When you signed up for our services you agreed to a minimum term (12, 18 or 24 months usually) and you are required to continue services for the minimum period.
    Which package did you sign up for?

    Origin Broadband & Line Rental Supersaver 12
    Origin Broadband & Line Rental Supersaver 24
    Origin Fibre & Line Rental Supersaver 18
    Origin Max & Line Rental Supersaver 18

    Something else?

    All the packages info I can see on their website are very clear regarding the minimum contract periods.
    Last edited by DoaM; 09-04-2018 at 10:05 PM.
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    • peterrrg
    • By peterrrg 9th Apr 18, 10:29 PM
    • 3 Posts
    • 1 Thanks
    peterrrg
    • #3
    • 9th Apr 18, 10:29 PM
    • #3
    • 9th Apr 18, 10:29 PM
    Which package did you sign up for?

    Origin Broadband & Line Rental Supersaver 12
    Origin Broadband & Line Rental Supersaver 24
    Origin Fibre & Line Rental Supersaver 18
    Origin Max & Line Rental Supersaver 18

    Something else?

    All the packages info I can see on their website are very clear regarding the minimum contract periods.
    Originally posted by DoaM
    All of those Supersaver packages are pre-paid plans where you pay the whole 12, 18 or 24 months in advance.

    I took out the "Origin Fibre & Line Rental" package. This had an 18 month minimum term, but it is not mentioned anywhere.

    Remember this is hidden only on their mobile site.
    • takman
    • By takman 11th Apr 18, 4:15 PM
    • 3,316 Posts
    • 2,904 Thanks
    takman
    • #4
    • 11th Apr 18, 4:15 PM
    • #4
    • 11th Apr 18, 4:15 PM
    All of those Supersaver packages are pre-paid plans where you pay the whole 12, 18 or 24 months in advance.

    I took out the "Origin Fibre & Line Rental" package. This had an 18 month minimum term, but it is not mentioned anywhere.

    Remember this is hidden only on their mobile site.
    Originally posted by peterrrg
    I've just looked at their mobile site and if you enter your postcode to check then go ahead to purchase the package it appears to not tell you the minimum term.

    But if you scroll down on the main page it details the broadband packages including their minimum terms, they also have this on another page as well.
    • peterrrg
    • By peterrrg 11th Apr 18, 7:30 PM
    • 3 Posts
    • 1 Thanks
    peterrrg
    • #5
    • 11th Apr 18, 7:30 PM
    • #5
    • 11th Apr 18, 7:30 PM
    I've just looked at their mobile site and if you enter your postcode to check then go ahead to purchase the package it appears to not tell you the minimum term.

    But if you scroll down on the main page it details the broadband packages including their minimum terms, they also have this on another page as well.
    Originally posted by takman
    Ah, these have been added today following intervention by the Advertising Standards Authority.

    Even though they admit this information wasn't displayed anywhere when I took out my service, they still won't let me cancel without charge
    • unholyangel
    • By unholyangel 12th Apr 18, 6:51 PM
    • 12,286 Posts
    • 9,617 Thanks
    unholyangel
    • #6
    • 12th Apr 18, 6:51 PM
    • #6
    • 12th Apr 18, 6:51 PM
    Ah, these have been added today following intervention by the Advertising Standards Authority.

    Even though they admit this information wasn't displayed anywhere when I took out my service, they still won't let me cancel without charge
    Originally posted by peterrrg
    Ask them who their ADR provider is and make a complaint with them?

    Or (admittedly this is an assumption on my part) stop trying to argue with them over the phone and put your complaint in writing. That as they did not include any minimum term at the time of entering the contract and as they cannot retrospectively vary the agreement, you cancelled your contract on x date and - in line with their T&C's - the last date you are billed for should be x date (when the notice period expires).

    Front line customer service can be very good at their job. But they're not trained in law - whether consumer, contract or otherwise. Which can often lead to them telling customers things that are wholly incorrect.
    Money doesn't solve poverty.....it creates it.
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