They did not inform me of the charges.
I saw the FAQ, I just thought they were just technical terms i.e. steps they have to take to move the line, I totally did not expect they are actually charges.
I did not see the other paragraph about termination charges etc. I thought they are entirely unrelated. The two paragraphs are too far apart to be related in any way, and there was no mention of any charges in the "moving" paragraph. It is impossible for the connection between the two to be made. Moving and termination in my dictionary are two different things.
And I have just discovered they have signed me up to a NEW 12 MONTH CONTRACT, which is totally unexpected. I assumed my plan is unchanged aka monthly contract from before the move. Nobody told me about the new contract period.
I feel totally cheated.
Was there any explanation as to why there would be a 12mth min term at the new address before the move? Are you on the same product now as you were in your old property ? i can see from their web site that they offer 2 ADSL type products one is Broadband Unlimited which has a 12mth min term the other is a usage capped product which is a 1mth min term , the FTTC has a 12mth min term also
If the same product IMO they should of waived this 12mth min term at your new address as they have charged you to cease at your old address and hit you with their IMO over priced activation fee, which in some cases isn't representative to their charges at a wholesale level, £30 inc VAT is sufficient to cover the ISP admin costs IMO and it would also be a incentive for remaining a loyal customer
As you could have easily just had your service ceased at the old address and moved into you new one, and ordered from a different ISP & CP
You depending on how long it has been may still be within the cooling off period so you may be able to sort something with this 12mth min term ie get it changed to a monthly min term, if not cancel it penalty free ,
As a bit of advice all further communication between you and vivaciti ideally should be via E-mail or snail mail so that both parties have a record of events , As Matt has pointed out you maybe should register your complaint with their ADR provider , you could also let ofcom know that they have wrongly blocked your outward migration (though ofcom are quite toothless in reality) Vivaciti 's ADR is with
Edited by tommy45 (Fri 15-Jan-16 18:03:58)