student account problem

Konnor · 18-12-2005, 14:25

I took out a 9 month student broadband and telephone account in october 2004. I then switched addresses this october and was prompted to set up another account if I was to get broadband at my new address.

Over the summer of this year i THOUGHT i had carried out an online cancellation/freezing of my previous account, but it seems only my line rental has stopped. I can't remember exactly what I followed online but could it be I was only deactivating the phone line?

Anyways, I am still being billed for the old service of 24.99 a month, and would like to know what action I should take and what is happening.

It was definately a 9 month student contract so why did/are they continuing to bill me? Can anyone confirm what this online deactivation does, and whether its just for the phone line? I did ask various times to transfer my current account to a new address with no success so instead had to open a new account. Was this the correct way to deal with my request?

It seems odd they would still sell me another broadband package, when they are still currently billing me from the same bank account. Do they not check which accounts are active/open?

Well i'm preparing myself for a long conversation on the phone on monday. Do you think there is any chance I can reclaim my money......

**Graham M** · 18-12-2005, 16:24

You would need to cancel the account for it to stop being billed. Even if its a 9 month contract, that only means that you can cancel it afterwards.

Konnor · 18-12-2005, 16:47

can anyone remind as to what online cancellation i did? I dont remember that far back and cant find a link anywhere.

*EDIT found the email. It was an online form I completed to request the disconnection of services. It then took me to a page saying it had been successful and then sent me various emails trying to get me to hold my account and re-sign after the summer months.

Should i still have been billed over this period?

Paul · 18-12-2005, 18:43

Not if the cancellation had gone through correctly and that you had completed your 9 month contract period fully. Do you have the emails asking you to re-sign up after your summer holiday period as that would help you prove to NTL that the account was closed at that time. Probably just a billing glitch.