Did you see the email I sent you yesterday Matt? (xilo address).

Well despite leaving just after the takeover i got all the emails as Timico thought i was still a customer. No where in the emails did it say about a fee to leave. Infact im pretty certain it said everything would be staying the same

Edited by bobble_bob (Sun 20-Dec-15 14:30:19)

IMO timico should of made all those who they migrated from comm's aware of this leaving charge before they where migrated , also does this leaving fee not fall fowl of ofcom's rulings, in that it could be seen as a hindrance , personally i wouldn't pay any leaving fees

Matt might be best placed to answer this, but is there a reason for a charge? Does it cost the ISP (other than monthly subs from the customer) to let someone leave? I always thought it was the gaining ISP that did all the legwork so to speak

I'd say it depends on the service they currently have. The NoT process really didn't change anything in regard to charging over the MAC process.

SMPF services going to another SMPF provider, like with the MAC process, the charge was always on the gaining provider (ignoring any minimum term the old service may have been in).

MPF services would never "migrate" in the traditional sense. One would stop (cease) and the other would start (provide) on the same day but both sides could have their own respective costs. Certainly TTB consider any end of service (i.e user requested cease or a "move" to another CP") as a chargeable event.

Matt

Even so, having read his reply , my position hasn't changed in that they should of made potential charges clear, also why a connection needs to be actually ceased in reality is a little backwards with today's tech capabilities isn't it ? or it should be, seems like an unneeded nonsense to me, and as for both having costs the customer should only ever be expected to pay for a cease or new provision /activation ect ect , never to both loosing SP/ISP & Gaining SP/ISP In such a predicament both could end up whistling for your fees , imo, high time that the situation got changed with MPF providers It all should now be GPL migration should it not ?

Edited by tommy45 (Sun 20-Dec-15 22:52:52)

Hi there,

Sorry you're having problems with our service. Our standard policy is 30 days notice period. We do also have an administration fee but this doesn't apply to ex-Coms customers until 1st January when our new T&Cs come into effect.

You're right that we *should* have received notice from your new supplier and used that as the start of your 30 day notice period if you hadn't got in touch with us. But I think you said you had already told us you were leaving, in which case we should have used that date.

Please can you PM me your details including any ticket numbers you had/have for the cancellation and I'm sire we can get this all sorted for you.

Now they want to suspend their services.
https://i.imgur.com/kSJ6dln.jpg

Is this the most incompetent customer service of all ISPs or is it something else?
Phoned them several times, everything taped this time. Stay tuned.
TBC.

Edited by deleted (Sat 09-Jan-16 20:16:52)

Did you PM Neil, as he requested?

What i would be concerned about is how the service will be suspended. I know you arent with them, but will they place a cease order on your line, or just simple delete you from their authentication servers?

Doubt they would chase you with debt collectors for £18.90