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Cancelling a phone/broadband package.

  • 15-02-2010 4:14pm
    #1
    That Dave Fella
    Registered Users, Registered Users 2 Posts: 42 ✭


    Hey guys!

    My flatmate and I are looking around for new broadband deals because we're currently with Smart and they don't provide a great service to us.

    If we cancel we're probably liable to pay out the remainder of the contract, ~6 months.

    Is it possible to cancel a contract and not pay the cancellation fee or whatever that is based on the fact that you're not getting the service you're paying for?


Comments

  • #2
    Nody
    Moderators, Category Moderators, Arts Moderators, Business & Finance Moderators, Entertainment Moderators, Society & Culture Moderators Posts: 18,375 CMod ✭✭✭✭Nody


    Better of in the broadband forum and you'll need to give more detailed information then that. In general though short of no service at all for months with multiple complaints over several months registered with the helpdesk your chances are slim.


  • #3
    That Dave Fella
    Registered Users, Registered Users 2 Posts: 42 ✭That Dave Fella


    Oh didn't realise there was a specific Broadband forum. Thanks for the headsup and yeh I thought my chances were slim, just wanted to see if there was any precedent.


  • #4
    dudara
    Registered Users, Registered Users 2 Posts: 33,518 ✭✭✭✭dudara


    That Dave Fella wrote: »
    Is it possible to cancel a contract and not pay the cancellation fee or whatever that is based on the fact that you're not getting the service you're paying for?

    If you have recorded evidence of complaints and failure to resolve the issue, then yes. If however, this is the first time that you are raising the issue, then you're unlikely to get out of it.


  • #5
    RangeR
    Registered Users, Registered Users 2 Posts: 7,265 ✭✭✭RangeR


    dudara wrote: »
    If you have recorded evidence of complaints and failure to resolve the issue, then yes. If however, this is the first time that you are raising the issue, then you're unlikely to get out of it.

    Agreed. If the service is THAT bad, I would ring them every day complaining. Looking for updates on a fix etc.

    If you can show that you were contacting them over a longish timeframe with no resolution, they should let you go.

    Happened to me with UPC Chorus, just after UPC took them over but before the re branding but during the network upgrade. Their service turned to ****e. I was getting dial up speeds on a daily basis for nearly a month. After being onto them nearly every day complaining, but giving them time to fix the issue, I requested to be let go.

    They said themselves that they wouldn't fight it.

    What service are you getting? If it's just that you are ONLY getting 90% of the advertised max speed, you don't stand a chance. if you are getting 5% of advertised max speed, then you have a very good chance.


  • #6
    That Dave Fella
    Registered Users, Registered Users 2 Posts: 42 ✭That Dave Fella


    We have the 7mb package but only get around 512kb if we're lucky and from about 5pm till Midnight you can just about browse the internet due to the huge amount of contention on the lines.

    My flatmate has been onto them plenty and we'll keep it up. Thanks for the info guys.


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  • #7
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    keep notes and times dates etc of the phone calls and also use speedtest.net/ to measure your speeds and keep a record of the results for sending to them to strengthen your case.


  • #8
    Cabaal
    Moderators, Technology & Internet Moderators, Regional South East Moderators Posts: 28,536 Mod ✭✭✭✭Cabaal


    foggy_lad wrote: »
    keep notes and times dates etc of the phone calls and also use speedtest.net/ to measure your speeds and keep a record of the results for sending to them to strengthen your case.

    Thing is if he troubleshoots the issue and Smart resolve any speed issues that may exist then he's stuck in contract :)


  • #9
    MOH
    Registered Users, Registered Users 2 Posts: 6,465 ✭✭✭MOH


    That Dave Fella wrote: »
    We have the 7mb package but only get around 512kb if we're lucky and from about 5pm till Midnight you can just about browse the internet due to the huge amount of contention on the lines.

    My flatmate has been onto them plenty and we'll keep it up. Thanks for the info guys.

    Definitely try their forum if you haven't already, they're usually pretty helpful


  • #10
    mehmeh12
    Closed Accounts Posts: 921 ✭✭✭mehmeh12


    RangeR wrote: »
    Agreed. If the service is THAT bad, I would ring them every day complaining. Looking for updates on a fix etc.

    If you can show that you were contacting them over a longish timeframe with no resolution, they should let you go.

    Happened to me with UPC Chorus, just after UPC took them over but before the re branding but during the network upgrade. Their service turned to ****e. I was getting dial up speeds on a daily basis for nearly a month. After being onto them nearly every day complaining, but giving them time to fix the issue, I requested to be let go.

    They said themselves that they wouldn't fight it.

    What service are you getting? If it's just that you are ONLY getting 90% of the advertised max speed, you don't stand a chance. if you are getting 5% of advertised max speed, then you have a very good chance.

    So consistent nagging works? could you explain how you complained every day-by phone/email/post?
    I take it you had some sort of evidence/proof?


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