Cancellation procedure

[helpme]

I had ntl boradband fitted just 2 days ago (03/03/04) but have just discovered that my employer is paying for ADSL to be fitted to my house. Is there any way I can cancel my NTL broadband account (I wish to keep my NTL phone line and TV service) without paying for the full 12 months as it has only been on for 2 days?

I have a feeling that i may be able to cancel no questions asked as all contracts should adhere to a 30 day cooloing off period - is this right?

[Neil]

I think that the 'cooling off period' you refer to only applies to credit/finance agreements (I.E if you buy a shiny new TV on finance, or take out a bank loan)

I have a nasty feeling you may be liable for the whole 12 months.

[Chris]

Originally Posted by helpme

I had ntl boradband fitted just 2 days ago (03/03/04) but have just discovered that my employer is paying for ADSL to be fitted to my house. Is there any way I can cancel my NTL broadband account (I wish to keep my NTL phone line and TV service) without paying for the full 12 months as it has only been on for 2 days?

I have a feeling that i may be able to cancel no questions asked as all contracts should adhere to a 30 day cooloing off period - is this right?

If you explain this to your employer, will they not consider paying for your 12-month ntl contract and not installing ADSL?

[helpme]

Mybe I will have to complain about the service and say that the speeds are not as promised - therefore I am not having the service that I ordered, i should then be entitled to terminate the contract

Originally Posted by Neil

I think that the 'cooling off period' you refer to only applies to credit/finance agreements (I.E if you buy a shiny new TV on finance, or take out a bank loan)

I have a nasty feeling you may be liable for the whole 12 months.

[Neil]

Originally Posted by helpme

Mybe I will have to complain about the service and say that the speeds are not as promised - therefore I am not having the service that I ordered, i should then be entitled to terminate the contract

Isn't that a blatant lie?

You would equally have to prove that, & I fairly sure that you couldn't (as you aren't actually having a problem)

I honestly don't see why ntl should lose out here.

[helpme]

But surely as a customer of NTL they can understand the situation I am in. I am more than prepared to pay some sort of cancellation fee but a full 12 month fee seems a bit harsh for 2 days use.

[Mick]

Also, even if you did complain about the speeds, it does state in the Terms and conditions that you may not receive 100% service all the time. Is it not possible to consider towny's suggestion?

[Neil]

Originally Posted by helpme

But surely as a customer of NTL they can understand the situation I am in. I am more than prepared to pay some sort of cancellation fee but a full 12 month fee seems a bit harsh for 2 days use.

I am not ntl's biggest fan, & I hate the way they can treat customers, but fair's fair-it's not ntl's fault that you signed up for BB when your company were going to pay for ADSL is it?

That's why the 'blame' really lies with you/your company somewhere, & I still think ntl would be well within their rights to charge you a full years charge (as that is what you signed up for)

3. Duration

3.1 For our Starter Pack the minimum period of service is 12 months starting on the date We activate the Services. You can only terminate this Agreement during that minimum period if clauses 19.4 or 20.1 apply otherwise We may charge You a cancellation charge which will be the charges which would have been payable to the end of the minimum period. After the minimum period, either You or Us may terminate this Agreement on one month's written notice.

19.4 As well as your other rights, You shall have the right to terminate this Agreement by notice to Us in writing if We fail to perform or observe any obligation under this Agreement and (in the case of a breach capable of remedy) We fail to remedy the breach within the reasonable time specified by You in your written notice requiring Us to do so. You shall also have the right in these circumstances to claim against Us for any losses and expenses which directly result from such breach by Us

20. Cancellation Rights

You may cancel the Services without penalty in the following circumstances:-

(i) if We increase our Charges You may cancel those Services in respect of which the Charges have increased by giving Us one month's notice in writing within 30 days of the earlier of:

(a) such price increase being notified to You under Condition 6.2; or

(b) the date of your first bill following such price increase, irrespective of whether the minimum period in respect of those Services has expired. If You cancel Services under this Condition, the increased Charges relating to those Services will not apply to You;

(ii) if We significantly reduce the content of the Services or make any significant change to the terms and conditions of this Agreement under Condition 26(iii), You may terminate this Agreement by giving Us one month's notice in writing within 30 days of such change irrespective of whether the minimum period in respect of such Services has expired.

http://www.ntlhome.com/legals/residentialterms.html

[helpme]

I fully appreciate that it is not NTL's fault and there is no blame on there part. I thought it might just be a nice gesture as I have other services with them. It is only 2 days service I have had from the broadband service, I think its a sad world when everything is written in black & white and there is no give & take.

I shall phone a bit later today and speak very nicely to NTL, who knows, they may have a heart.

[Mick]

But give and take can work both ways too, can you not approach your boss/employer and ask them to pay for ntl's BB instead of ADSL?

[helpme]

no, my employer has a group account with BT. I guess I may have to soak up the NTL payment, unless I use my NTL connection exclusively for my xbox and BT for work.

[poolking]

Originally Posted by helpme

no, my employer has a group account with BT. I guess I may have to soak up the NTL payment, unless I use my NTL connection exclusively for my xbox and BT for work.

Did you speak to NTL to see if they would cancel without a charge?

[carlingman]

If you want a quick way out of the contract why not adopt another approach, instead of you terminating the agreement try a bit of reverse psychology and get them to terminate it.

Try maxxing out the connection, leave it downloading permanently and see if you can breach the AUP terms and the cap

Or alternatively utilise your web space and host some illegal MP3s.

Or give them a call and hint you have uncapped your modem.

Maybe even cancel the direct debit, withold payment then move.

[Marge]

helpme, how long have you had your other ntl services and whereabouts are you?

[Shaun]

I believe that the 30 day cooling off period applies to any distance selling now, you maybe able to cancel your contract that way. I'd have a quick mooch around the watchdog site, they are normally very good.

edit- see attachment - may need editing but you get the idea