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Hi,
My daughter signed up with one of the cheapest BB providers, up to 17mb service, including line rental. Had to have openreach round to put in a master socket, and check line was OK to pole in street, router arrived in post, plugged in and all seemed to be working ok.
Then the trouble started, very intermittent service for first few days, then packed up all together within the first week. Lots of disconnects was the diagnosis from ISP, booked openreach again, openreach canceled visit later on the day of the appointment. Still no service, openreach visited yesterday, fixed line problem, said line was sorted, spoke to ISP, got it all working. Great!
Now it's stopped working again.
Ordered on the 3 November, up and running on the 16th Nov. unusable since, doesn't work today again after openreach visit and ISP setting it all up over the phone yeaterday.
What are her rights to cancel? She has had no service since paying the initial rental on the 3rd Nov, ISP saying if she chooses to leave she will still have to pay the openreach fee of £49 odd, even though they are unable to provide a reliable service.
Any thoughts/advice from people in a similar situation would be appreciated.
Bruce.
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Has the provider signed up to the Ofcom Broadband Speeds Code of Practice?
NOTE: If going to go elsewhere on the same line afterwards, and problem is line based then same issues likely to arise.
What speed did the modem connect at when it did? Also worth noting that some of the cheapest providers are not very good at dealing with oddities.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Which ISP? Some of this depends on the ISP Ts&Cs but beyond that it would be a question of consumer rights in which case you might want to talk to someone like CAB to get advice.
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Not sure about the code of practice, will check.
Realise that about the line, may go with virgin for £25 a month, but a lot faster service.
When it did, 7.5mb which is what was in line with what was quoted for that area, watched videos ok, when it worked....
They just seem so slow in getting it sorted, can't wait forever for a reliable service, trying to give them a chance, as they are cheap, but the openreach fee is a b*gger if she decides to leave.
Anyone know if she is obliged to pay it, even if they were unable to get service working in a reasonable time, and the only reason it was installed was to receive their service?
Bruce.
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You haven't said which ISP?
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Yeh, didn't really want to post the name of the ISP, not paranoid or anything...
Just trying to find out if there is an industry standard for this situation?
Openreach hook up line (And ISP pass on that charge to consumer) - ISP are unable to provide a reliable service in a reasonable time period - you decide to leave - but they still want you to pay to have a line connected for a service they cant provide.
Consumers contract is with ISP not openreach or any other sub contractor they decide to use.
Bruce.
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Realise that about the line, may go with virgin for £25 a month, but a lot faster service.
Perhaps during the day but come evenings/peak times when the kiddies are back from school your daughter may find Virgin's service crawls to sub-10mbps speeds. I would give the ISP a chance to fix the problem - email their CEO's office to get things moving faster if its the likes of TalkTalk or BT. Also once the problem's been fixed for good your daughter should ask for compensation from the ISP, in the case of TalkTalk they will usually give you X months service free.
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It's not either of them, a much smaller one.
They have already said they will credit her a month for the period she's had no service, but that's not compensation, just not paying for something you haven't had.
Can just see this dragging on over Christmas..
Really want to find out about her liability for the openreach connection charge.
Bruce.
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Line length, modem stats, etc? You aren't give us much to work with!
Have you tried another router just to confirm the issues aren't with that?
You also make it sound like a new line was installed "Had to have openreach round to put in a master socket"... If the line was moved in the exchange, I believe the ISP has to pay BTow for that, so I'd say that payable even if the remainder of the 12-18month contract was cancelled....
Edited by mbames (Thu 08-Dec-16 12:36:51)
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Line length and modem stats are not my area of expertise.
When my Dad bought a colour telly back in the 70's, he just plugged it in and it worked for the next 30 years! No software updates or turn it off - turn it on again routine...
I don't have another router available, any how that is not the consumers job to have to fiddle around like that, I'm not really looking for technical solutions/advice, it's up to the ISP to provide the service.
Looking for others who have been in this potential cancelation scenario, re: the openreach cost. There was a physical line to the house from the pole in the street, but it was not "active", no tone on receiver pick up etc, openreach came and fitted a new master socket in the house.
Once again don't see why she should bear the cost for that if the ISP can't provide the service..
Bruce.
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So you are complaining about the charge for getting the phone line active, does the phone line work for voice calls? If it does then you should pay for it. Nothing to do with the broadband not working.
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I'm not sure that is true now that it is bundled in with the broadband price, and also on most cheap providers compulsory to be from them.
If you buy a car and most of the time it is unusable because the drive train doesn't work, you can reject it. The fact the engine and the heater does is irrelevant. The package doesn't do what you signed up for.
That means a refund of the purchase price plus any delivery charge and the road tax, plus perhaps compensation for the insurance you took out for it.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 60000/15336kbps @ 600m. - IPv4-BQM, IPv6-BQM
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Yes, that is the crux of the matter, if she decides to leave... she would want a refund of first months BB including line rental charge, and not to pay for the activation of the line.
This line would not have been installed/activated had she not ordered a BB service from the ISP, she is paying the ISP for BB with line rental included. In fact, there was no mention of the possibility of a line install charge when she signed up either, but happy to pay for it if she receives the BB service.
So potentially complaining about having to pay for a line install, that for whatever reason, cannot provide the service.
The phone line did work for voice calls on the day BB was activated, but has never had a phone plugged in since.
ANYONE with similar problem out there?
Bruce.
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The phone line did work for voice calls on the day BB was activated, but has never had a phone plugged in since.
Maybe you need to go back to basis - does the line work for voice, or is it totally dead?
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I would argue that the line install/activation is a separate charge and not part of the bundled line rental & broadband. If the ISP did refund all the costs then a new service could be ordered from another supplier effectively resulting in a free line installation!
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The refunding provider would almost certainly, and legitimately, place a cease on the line.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 60000/15336kbps @ 600m. - IPv4-BQM, IPv6-BQM
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Yes, her contract is with the ISP, nobody else. If she decides to end the contract, they are free to deactivate the line or whatever. The cost incurred is one of the risks of running a business, you don't make money out of every transaction, especially if you can't, for whatever reason, provide the service.
Someone out there must have been in a similar situation, and had to cancel before ever getting a reliable adsl service?
Bruce
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had to cancel before ever getting a reliable adsl service?
There have been posts on here before in similar positions. The problem is that the end result largely depends on the ISP and persistence of the people. There doesn't appear to be clear guidance that anyone can give.
The only real route is to raise it as a complaint with the ISP and if resolution isn't forthcoming then go to the alternate dispute resolution (if the provider has one, and we don't know that because you won't say who it is).
Try having a look at the Which? guidance that might help to understand the process.
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You really need to tell us the name of the ISP so others who have perhaps been through the same experience with the SAME isp can advise you better. TBH not sure why you feel the need to be secretive about the ISP... it's not as if they'll send some heavies around to your daughters.
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ORIGIN
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My Dad has just switched to them - while they lack communications during the signup phase their technical support has been fine (and answer much quicker than plusnet).
I'd give them the chance to rectify the issues. Once again:
1. Change the microfilters
2. Do a silent line test
3. Check line stats
4. Try an alternative modem.
I know you will say "why should I?" and the answer is simple - it is much more likely to aid getting the fault resolved in a more timely and acceptable manner.
If the line is faulty, then changing ISPs to another provider may well result in the same issues occurring, f you which to take that route then switch to A&A as they promise to fix line faults (but aren't a cheap ISP).
Edited by mbames (Fri 09-Dec-16 14:22:41)
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ORIGIN
Thanks. First of all get your daughter to provide the line stats on the router
https://www.originbroadband.com/support/knowledge-ba...
As a last resort it might be worth firing off a letter by recorded delivery (to let your daughter leave penalty free) but first you've got to ensure that the fault is not inside the home, eg wiring, noise, dodgy router, filter etc. otherwise the same fault will exist on the next copper based ISP
Complaints
Origin Broadband Ltd.
Unit 9
Yorkshire Way
Doncaster
DN3 5FB
https://www.originbroadband.com/policies/complaints
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And if complaining to Origin doesn't work and it gets nowhere then they use CISAS as their alternative dispute resolution according to TBBs own ISP database.
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Origin Broadband & Line Rental.
Completely unlimited broadband, perfect for browsing the web, watching videos, and keeping in touch.
Upto
17Mbps
Download speed
Totally
Unlimited
Downloads
Powerful All-In-One Hub Included
24/7/365 Freephone UK Support
12-Month Minimum Term
No Hidden Set up or Delivery Charges
Upto
2Mbps
Upload Speed
Powerful
All-In-One HUB
Included
£17.99 per month
Includes Line Rental
To be honest I thought all ADSL or ADSL2+ come with no contract (30 days contract) except all FTTC come with 12 or 18 months contract?
I don't understand why is this isp want a 12 months contract on older product ADSL / ADSL2+ up to 17 meg
Edited by adslmax (Fri 09-Dec-16 13:39:38)
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If the service is not provided as described in the contract then under Consumer Rights Act 2015 customer is entitled to redress including in the end cancellation.
You do need to allow the supplier a reasonable period in which to fix the problem. I would suggest writing (on paper 1st class signed for) to
Complaints
Origin Broadband Ltd.
Unit 9
Yorkshire Way
Doncaster
DN3 5FB
Relate the history and state that unless the service is provided as per the contract within 14 days you wish to cancel with a full refund.
David
______________________
10 years now with plusnet after nearly 6 years with Pipex, the first 5 excellent the last 1 dire.
Hampshire
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To be honest I thought all ADSL or ADSL2+ come with no contract (30 days contract) except all FTTC come with 12 or 18 months contract?
I don't understand why is this isp want a 12 months contract on older product ADSL / ADSL2+ up to 17 meg BT ADSL2+ is 12 months.
Sky ADSL2+ is 12 months.
TalkTalk ADSL2+ appears to be 18 months.
Plusnet ADSL2+ is 12 months.
EE Adsl2+ is 18 months.
Pulse8Broadband FTTC is one month.
Want any more? 
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 60000/15199kbps @ 600m. - IPv4
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Good on Pulse8 for sensible common sense to have both ADSL2+ and FTTC with no contract. Big hat off to them! I hope ofcom one day going to banned all broadband on ADSL2+ or FTTC such as migration will be based on a 30 days contract once the first order before migration is completed with 12 or 18 months contract.
I remember my past history of migration over 100's isp without any contract! What has happen now? Stupid long term contract, probably they fed up of me too many migration many times costing BT to do the extra work! 
Edited by adslmax (Fri 09-Dec-16 18:01:01)
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Unfortunatelly it's the few that spoil it for the many!
Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
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Thanks to all who replied with all that info.
The line seems to have "settled down" over the weekend, and is working.
I will attempt to get the "line stats" when I next go round and post them here.
Cheers,
Bruce.
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