I left Pulse8 7 months ago, for no other reason than to save £5, along with having control over my line profile (which in the end was never available) along with TTB LLU being available "soon". Perfectly happy with the Pulse8 service from Adam & Sam, as I have been with Matt & Uno till now, though I have often regretted leaving a BTW line for the sake of a fiver. So now off to Aquiss via a free conversion to BTW and then the same for FTTC upgrade - A round the houses route to feed a new 4K tv Lol

You are not in a 12 month contract and we've never said otherwise. As soon as you enter the number and click order, you get a popup box advising the contract length, that you're bound by terms, a price list and cease fees may apply. If you proceed, you'll progress with the order. The terms agreed on the last page also refer to the same price list which clearly lists all one-off charges. If it had been a 12 month contract, you'd have had to pay for the remaining months - which you have not. You've paid a pro-rata amount up to the 30 days notice, for your service which was monthly.

The bill is generated at the time the notice is given for our standard invoice time of 14 days. As you'll know, we always give 14 days notice of an invoice.

I also explained yesterday that whilst in January we could not convert the line but as was discovered, you contacted us in April this year to ask about and we did advise that you'd need to get the line converted and for you to raise a sales request so we could go through the options with you. You never raised that request so it isn't quite true that "Every enquiry I have made since" has resulted in us saying we cannot. Further to that, I explained that back then (Jan) we could not but things change, we have been working on our internal development and can now do such orders. Making a statement to say that we said we couldn't do it over 8 months ago does not mean to say that we cannot now.

As clarified, there is no VAT on the cease charge and that was removed yesterday. You'll see that invoice in your account.

Matt

In reply to a post by professor973:

I left Pulse8 7 months ago, for no other reason than to save £5, along with having control over my line profile (which in the end was never available) along with TTB LLU being available "soon". Perfectly happy with the Pulse8 service from Adam & Sam, as I have been with Matt & Uno till now, though I have often regretted leaving a BTW line for the sake of a fiver. So now off to Aquiss via a free conversion to BTW and then the same for FTTC upgrade - A round the houses route to feed a new 4K tv Lol

Ah right - I didn't keep up with that one!. Sounds like UNO are being very fair to me. As for the TV bitI know what you mean I recently bought a 4K TV and i'm in awe with it.

My Infinity seems to run it without problem. The IPTV services you can get off ebay are also brill - and a £50 a month Sky saver!

OK Matt, but a charge for migrating in under 12 months to a BTW supplier is as good as a contract - I suspect that legally it is. As I said, an unexpected smack to the wallet when migration is free to another TTB supplier at any time. Vague reference to charges for leaving within contract, when someone is signing up to a monthly contract service does not leave folks aware that a migration will be considered a cease in certain circumstances within 12 months. Anyway, water under the bridge now and at least I can afford 40 quit lol

Edited by professor973 (Fri 02-Sep-16 13:59:48)

Yes, I was told I need to convert to a BTW line - A request I could raise with any supplier and something anyone would be aware of. I was never aware Uno could do this, probably because Uno were reluctant to state it on this site. never offered to those pushing for a date for TTB LLU FTTC here who were likely to go elsewhere - Some have gone to Pulse8 rather that wait any longer. So it seem it's my fault for not guessing or grasping the situation - As they say ... No cure for stupid and enough said on this thread from me I think!

I don't feel there was any guessing involved as we did say "BT FTTC can be done but it involves a migration of the line too. I would recommend raising a sales request so we can go in to the specifics" in April. This reason recommended raising a sales request as you asked the question in a support request about something unrelated.

All the best with Aquiss; Martin and co will do a fine job.

Matt

I have been caught out in exactly the same situation. I tried to get fibre broadband from Uno but apart from automated replies from sales there was no further contact..I emailed reminders and also through live chat but still no response.
As a Xilo customer for a number of years, I asked Matt to help but he said it was two different companies so could not assist. Seems strange as he posts for uno on this forum. I therefore went ahead and ordered fibre from Plusnet (if it's not good at least it's cheap -£23 a month for 18 months including line rent with no setup fee)
Anyway, I was billed £32+Vat as a cease fee plus one month's broadband and phone fee in lieu of the 30 days notice totalling over £60. The cease fee is £40 during the first year and £32 thereafter plus VAT. (Higher than most other providers)
I was very happy with Xilo over the years, but they are not taking any new orders, and I was getting nowhere with Uno. I feel their termination charges are over the top especially as I wanted to stay with them, but they could or would not provide the fibre service I require.

In reply to a post by uno:

All the best with Aquiss; Martin and co will do a fine job.

Appreciated Matt. Thanks for releasing over to us impeccably.

I was told clearly by Matt some time ago that even a xilo/uno "internal migration" from TTB SMPF ADSL2+ to BTw broadband only ADSL2+ would involve fees - it was merely an enquiry and I did not go ahead with the product change because the one or two problems I was having with daytime TTB throughput speeds were resolved.

Sorry to hear that you had issues with your TTB MPF migration

In reply to a post by aquiss:

In reply to a post by uno:

All the best with Aquiss; Martin and co will do a fine job.

Appreciated Matt. Thanks for releasing over to us impeccably.

Just make sure you offer discounts and don't cover your costs when it comes to moving away again - otherwise you'll be getting a thread like this I am sure