In reply to a post by Pheasant:

Remember you are not cancelling the agreement - they are in breach! There is a very big difference, in how you phrase this and your correspondence with them.

This ^. You are not going cap in hand to be released. You are telling them they are in breach and to fix it 'else you are going without penalty.

In reply to a post by nyctomanica:

I'm signed up as an individual, not a business if that helps.

Deadlock and ADR, hopefully that request is enough for them to see sense. Sub-20Mbps download speeds on a gigabit service cannot be justified by hiding behind "up-to".

I'm just about to ring my account manager, after looking into consumer rights.

They're absolutely in breach, and I want to cancel. They will not be charging me anything more.
I've had enough of them.

In terms of a new provider, I've had friends recommend Zen and Aquiss, does anyone have preferences between them?
They both have min speed guarantees clearly stated, good reviews, and are cheaper than the £60/mo I pay to Spitfire!

I would go A&A as I've been using their L2TP service for running home servers for yonks now, but £75/mo for gigabit is a bit steep!

Will get back with how that call goes...

Aquiss will be perfect for you

Also, even if they let you go this is a negative experience, make sure you review accordingly

https://uk.trustpilot.com/review/www.spitfire.co.uk

Edited by jpm (Tue 04-Feb-25 14:19:53)

I’ve had a quick scan of the terms you linked to. Wooly as a jumper.

Clause 12.6 is the key. A pretty cowardly and pathetic attempt at extricating themselves.

As a consumer your legal rights however are bound by Consumer Right Act and what is considered “reasonable care and skill”.

It’s a pretty low bar to argue that provision of service at 20 Mbps when you’re paying for 900 Mbps fails the reasonable care and skill test.

Confirm your intention to terminate the agreement within 30 days, due to their material breach of not providing the service with reasonable care and skill.

I've just got off the phone with my account manager.

Initially he said 'oh I am very sorry but we'd have to charge you the termination fee as this is down to congestion on your local fibre network, outside of our control'

But, as soon as I mentioned that my neighbours weren't affected, that I knew how GPON works and that it's clearly not the issue, and that I know my consumer rights and the SIN506 minimums, his tone of voice completely changed.

He's now gone off to talk to his superiors, but I should get a call back soon regarding termination.
Whatever happens, I am not paying the extortionate £660 cancellation fee!

Fingers crossed!

Hold firm 👍

Even if it was an Openreach fault that still doesn't make it not Spitfire's problem.

In reply to a post by nyctomanica:

In terms of a new provider, I've had friends recommend Zen and Aquiss, does anyone have preferences between them

No experience of Zen, but Aquiss is a solid performer

They’re grasping big time. Another cowboy ‘business’ ISP unfortunately.