Cooling off period

I was under the impression the 14 day cooling off period for broadband purchased online was 14 days from when you signed up,

I had assumed this is why providers don't change you to their service for a couple of weeks.

Reading other posts many seem to regard it as 14 days from when you first received the service.

Wouldn't I be better citing charges not agreed rather than try and use a cooling off period?

You're posting all over the place and it's getting confusing as to what you want from this forum.

Just where I am advised.

Just looking for answers .....you?

I don't need answers.

Lucky you!

The day I stop learning or looking for answers is probably the day I snuff it.

Edit: I was just throwing your question of what you wanted back at you, rather than asking if you were looking for answers on here.

Edited by hk11 (Fri 27-Sep-19 16:43:33)

How long is it since you signed up, and are you in fact already using the service?

I don't remember you being worried about the charges. I thought you were just wanting to use your own router but couldn't get the username/password?

Only just signed up: activated on 19th.

Charges haven't been raised on here, as it's not really a BB issue and They have only just posted the bill online anyway.

Edit: The username/password thing was because I was told they were a TT reseller, I assumed a generic username and password would be used. Certainly this was the case with NowTV, an offshoot of Sky where install@o2broadband and install worked. Later I learnt TT send their log in details out as part of the Welcome pack. Shell Energy don't do this; in fact they told me they don't send customers anything!

Edited by hk11 (Fri 27-Sep-19 16:58:18)

So you should still be with whoever, not yet with Shell, as the 14 calendar days from sign-up is mandated by Ofcom and you can cancel at any time.

Just formally notify them that you wish to. If they refuse, in some way that you can prove such as an email, then your existing ISP can cancel it from their end. But the initial cancellation should go to the gaining ISP not the losing one. I'm looking for the latest version of Ofcom General Conditions No. 22 (GC22) that specify all this, so as to quote/confirm what I say, but can't escape GC7 which is purely for mobiles. See what you can find.

In reply to a post by RobertoS:

So you should still be with whoever, not yet with Shell, as the 14 calendar days from sign-up is mandated by Ofcom and you can cancel at any time.

He was activated on 19th Sept with Shell. You�ve misread his post.

All getting very complicated. I'll just be patient until they pull their thumb .........

Yes, perhaps I wasn't clear? Sorry.

In reply to a post by hk11:

Yes, perhaps I wasn't clear? Sorry.

No, Bob thought you weren't activated yet, which means your old ISP can do things to stop you moving. As you HAVE been activated, you would have to migrate out to somewhere else if you want to cancel during the cooling off period.

In reply to a post by hk11:

All getting very complicated. I'll just be patient until they pull their thumb .........

As I understand it, your only complaint is that you need the details to use your own router? You've had no problems with the service itself?

In reply to a post by jchamier:

In reply to a post by RobertoS:

So you should still be with whoever, not yet with Shell, as the 14 calendar days from sign-up is mandated by Ofcom and you can cancel at any time.

He was activated on 19th Sept with Shell. You�ve misread his post.

Thanks . But I have a feeling that the edit introduced the "activated" so I didn't see it.

Also it looks like GC22 no longer exists and is incorporated into GC7 where I've just found the almost identical relevant wording, though I haven't found the bit about what happens if the gaining CP fails to cancel on request.

All irrelevant anyway as already activated.

In reply to a post by RobertoS:

Thanks . But I have a feeling that the edit introduced the "activated" so I didn't see it.

. That is possible, but I discounted due to the 5 minute gap.

All irrelevant anyway as already activated.

Exactly.

All this chaos for a username / password combination. If I was the poster, I would just keep contacting the company, including their Chief Executive Office and executive complaints team until someone provided the information!

No, I see that. Bit unsure how I'd have figured out my password didn't work without having been activated, but .....

Yes, was looking at going back to Plusnet, but they *still* seem to be having billing issues, so ....

Well, that and the over-charging, but yes, basically the service works, but is restrictive as I can't suss out NAT loopback on the supplied router and they won't give me the log on password.

I don't think so, but there should be a see edits button to verify.

Phew, does that mean we can go back to my original question?

I am doing just that, but thought my questions would raise some interesting points for others, if nothing else?

BTW have you looked at their complaints procedure?

Throwing back at you.

What is it you really want from the forums?

Others are getting confused.

In reply to a post by broadband66:

Others are getting confused.

And you are making it worse.

In reply to a post by hk11:

Phew, does that mean we can go back to my original question?

The answer to your original question is, read the T&C that you signed up to.

I thought I'd already answered your question?

Who are "others"?

I thought you were a bit mystified as to what the OP was now wanting?

You are quick to jump on people that cross post and that is what has happened with this ordeal.