3 Broadband Issue

Rafa1977

Hello, just looking for advice here or has anyone experienced anything similar. I was with UPC broadband and moved house to Navan. The engineer told me that they couldnt get broadband in my estate so I had to get a new provider. So I went with 3 Broadband as part of the 14 day trial. Now it appears the UPC can be got in my estate, so I have decided to go back to UPC, and 3 is slower anyway. I decided to call 3 this morning and inform that I was not taking up the option of continuing with their service, as I am still within the 14 day period, and they told me I have to pay 360 euros cancelling fee. When I signed up this was not mentioned, I was only told that if I cancelled within the 14 day period I would have to pay for postage returns. I also looked through the terms and conditions and there is no mention of 360 euro cancellation fee.

Dean820

Don't be bullied into paying them anything. I would just ignore them if it were myself.

watty

Sale of Goods:
They sold it as Broadband. It's not fit for purpose as it is NOT actually Broadband by any Internationally agreed or Engineering Standard.

Broadband is always on. The 3 Software installs a Dial up Networking adaptor. It also can't maintain an "always on" connection.

If there is a 14 day trial and you are withing 14 days they can't charge €360. If it's day 15 then they can charge a Contract termination fee.

Spooky1666

Don't listen to them they just don't understand English properly. I did the same but bought it from the shop so I got a refund there. Keep pressing them until they give in. If it's getting near the 14th day then take it to the shop, explain wat happened, and demand a refund. Since it's only the 14 day guarantee a normal salesperson will be authorized to give you a refund. If they refuse demand to speak to a manager and get one there. Remain calm and don't give in. Good luck

Walkman

Spooky1666 wrote: »

Don't listen to them they just don't understand English properly. I did the same but bought it from the shop so I got a refund there. Keep pressing them until they give in. If it's getting near the 14th day then take it to the shop, explain wat happened, and demand a refund. Since it's only the 14 day guarantee a normal salesperson will be authorized to give you a refund. If they refuse demand to speak to a manager and get one there. Remain calm and don't give in. Good luck

If you did not buy the modem in a store you won't get a refund through the store. By all means go into the store and see can they help you but they won't refund you the cost of the modem.

Spooky1666

Walkman wrote: »

If you did not buy the modem in a store you won't get a refund through the store. By all means go into the store and see can they help you but they won't refund you the cost of the modem.

I know but they have to do something because if they don't the 14 day trial will expire and he will be forced to pay the early termination fee.

watty

If it wasn't bought in a Store then Distance Selling regulations apply.
http://www.citizensinformation.ie/categories/consumer-affairs/consumer-protection/consumer-rights/distance_selling

Cooling-off period

Consumers are entitled to a cooling-off period of 7 days, which begins on the day that they receive the product. In the case of a service, the cooling-off period begins on the day the contract for distance selling was concluded or the day written confirmation of the contract was received. During the cooling-off period, the consumer can cancel distance contracts without giving a reason and without incurring charges or penalties other than possible charges incurred in returning the goods. If a supplier fails to provide written confirmation, the cooling off period is extended to three months from the date the goods were received or the contract for the provision of services was completed.

Upon cancellation, the distance seller is obliged to reimburse the consumer within 30 days. Once the contract is cancelled, any credit agreements entered into at the time of the contract will be cancelled as well.