BEFibre

Been 4 Days Today since i got online and Today i gave my notice to migrate as they have managed to totally alienate me as a customer.
Friday got online all was good speeds a little down on the 900 but 850 am not complaining.....yet!
Saturday speeds were a bit hit and miss and dropouts started along with high pings thought i would call them oh they are closed!
Monday called them i had done some checks about my high pings to German server been solid with BT FTTC 24ms for 5 years 36 to 40 with BE a trace indicated i was going to Germany via Africa, BE claimed it was due to my dynamic IP so i opted to pay extra for a static IP, an hour later they turned me off at the ONT and have advised it could be 72 hours before am back on as thats the network SLA, Promised the hurry up Yesterday as it was there error, nothing, rand Today systems down finally when they were back it was back to the 72 hour script, so i advised i want to exercise my 30 day opt out to be told no you need to be with us 30 days to do that.
What! are they insane put up with this for another month no way

From the Ts & Cs

In reference to www.be-fibre.co.uk/legal/customer-terms-conditions/:

23.2 Your 30 day Be-guarantee of happiness starts on the date of your successful broadband installation. You must give BeFibre reasonable chance to resolve any issues but, if, for any reason, you are unhappy at the end of the proceeding 30 calendar days, you can leave without incurring any early cancellation / termination fees.

Looks like you have to give them a fair chance to resolve the issues as well as see the 30 days out.

Edited by DFScale (Tue 18-Jun-24 12:35:13)

I saw that and spoke with my Sister who is a Solicitor and she said go ahead and migrate, what it boils down to is you have put up with whatever they throw at you for 30 Days and then give ANOTHER 30 Days notice to quit, am happy to see them in court over this as at no point doies it say i can be without service for 72 hours for ANY network issues so in reality i need to use them for 60 Days....not happening

On the straight construction of the quoted clause, you should be able to leave immediately the 30 days are up without further charges. It is arguable, but it appears to me that the 30 day guarantee stands alone and is not an extension of the cancellation clauses 14.~

Your sister's advice is fairly conservative as any solicitor is likely to be towards their client.

Also, aside from the Ts & Cs, you have a common law right to cancel if BeFibre are substantially not delivering.

nope i checked its an additional 30 days meanwhile they can offer whatever garbage service they want and your tied in to 30 Days minimum so they claim, thats an unenforceable clause and am happy to break it, there are no minimum service levels either.
Am not arguing about it my migration is in motion so lets see what happens

Update, been with my new ISP now for 2 Weeks almost and am happy to report no issues faster speeds and better pings with a consistent 900+ both ways am now with Squirrel

In reply to a post by cssuk:

Update, been with my new ISP now for 2 Weeks almost and am happy to report no issues faster speeds and better pings with a consistent 900+ both ways am now with Squirrel

The "you're on a dynamic IP" excuse is complete BS.

A dynamic IP doens't change routing. Being on block A (used for dynamic) vs block B (used for static) may have different routing but that is a network management issue for them to address, not something you should pay for a static IP for to work around their issues. It used to not be uncommon to see Africa-Europe-Africa routing due to poor African connectivity but Europe-Africa-Europe is very odd. I wonder if it's something on NTT/Cogent dispute or something weird.