Switching DSL Providers - Cool Off Period

keith_d99

Hi all,

I am looking to switch DSL providers - but would like a cooling off period if the speeds are rubbish - a fair enough request you would think?

Nah!!! ... Rang Vodafone there ... If there is a broadband service then you can't get out of a 18 month contract.
Vodafone are never nice to deal with but do have the best price!

So if you are getting 0.5 down for example - that's broadband!

Eircom have upgraded the equipment since I signed up from Sky. However Sky can't pass on the new speeds without signing up again (some backend system blocker)

Sky have me capped @ 5mb

Fibre "due - Jan - June 2016" .... so most likely at least 12 months

Anybody know of a provider with a proper cooling off period?

Keith.

Carawaystick

I thought distance selling regs gave an automatic cooling off period?

SI 207/2001 European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations, 2001 wrote:

6. (1) There is an implied condition in a distance contract that -

(a) the consumer has a period of 7 working days in which to cancel the distance contract without giving a reason, and,

(b) if the consumer exercises that right of cancellation, he or she shall not incur any charges or penalties for so doing except the direct cost of returning the goods.

keith_d99

Carawaystick wrote: »

I thought distance selling regs gave an automatic cooling off period?

Yeah I asked about this ...
It's from the day you order

Next Question:
Typically how long does it take for the switch to happen?

Answer:
Average 10 days

Joke!

So you want me to enter a contact worth about €1000 (18 months X €55) without knowing what the service will be like??

Avada

I'm assuming you are on the Sky Connect adsl service and normal Sky unlimited has become available on your exchange.

If thats the case, ask them to cancel the dsl service and once it is fully cancelled, reorder the broadband part. Make sure they don't cancel the phone line, just dsl. There is a minor risk of there being no ports available when they go to re-order, but its unlikely. Also, you would be without service for 1-2 weeks.

But at the end of the day, you will see an increased speed, and if I'm right in guessing what package you are on, you'll save €10 per month as well.

keith_d99

Avada wrote: »

I'm assuming you are on the Sky Connect adsl service and normal Sky unlimited has become available on your exchange.

If thats the case, ask them to cancel the dsl service and once it is fully cancelled, reorder the broadband part. Make sure they don't cancel the phone line, just dsl. There is a minor risk of there being no ports available when they go to re-order, but its unlikely. Also, you would be without service for 1-2 weeks.

But at the end of the day, you will see an increased speed, and if I'm right in guessing what package you are on, you'll save €10 per month as well.

Avada - you are bang on the money I would say!

Come to think of it, I bet Sky Unlimited has been available to me for quite some time (I remember Eircom ringing me about 12 months ago to tell me they did some work on the exchange).

I will get onto to Sky ...
You sure I need to re-order? The 1-2 weeks downtime will be a pain ... even if I switch provider there is usually little or no downtime

Cheers,
Keith.

Avada

keith_d99 wrote: »

Avada - you are bang on the money I would say!

Come to think of it, I bet Sky Unlimited has been available to me for quite some time (I remember Eircom ringing me about 12 months ago to tell me they did some work on the exchange).

I will get onto to Sky ...
You sure I need to re-order? The 1-2 weeks downtime will be a pain ... even if I switch provider there is usually little or no downtime

Cheers,
Keith.

Yep, I'm 100% on that (I used to work in their Broadband team). Its the only way their systems can process the order. FYI, most of the people in the call centre will be very reluctant/won't know the process. If you have difficulty, get onto the lads on the talk to forum here, all of them are broadband trained and very helpful.

Just to note, if you are doing it, and a fault develops the maximum you should be without service is 15 working days. That includes your normal downtime, escalate to fault assurance team and wait for eircom engineer. Without any problems you are looking at 8 working days without service.

If you do have a problem, make sure you have a corded telephone for troubleshooting. Good luck.

keith_d99

Avada wrote: »

Yep, I'm 100% on that (I used to work in their Broadband team). Its the only way their systems can process the order. FYI, most of the people in the call centre will be very reluctant/won't know the process. If you have difficulty, get onto the lads on the talk to forum here, all of them are broadband trained and very helpful.

Thanks for that Avada

Probably due to some sh*tty Eircom backend system that doesn't allow Sky to switch.

Sky also have me capped @ 5mb when (up to) 12mb is available on the exchange.
Probably can't bump my speeds up either?

Also, I am looking for steady connection ... what's your advice on how far I would push the line (or the bb profile)?

I need a steady connection in the evening (sports streaming).

Thanks again!
Keith.

ED E

Eircom and vodafone can do them, its only sky that has the issue.

keith_d99

ED E wrote: »

Eircom and vodafone can do them, its only sky that has the issue.

It was Vodafone I was referencing - 7 days from order date
Installation takes 10 days

Throw in .... the most unhelpful CS and Sales of the lot

ED E

keith_d99 wrote: »

It was Vodafone I was referencing - 7 days from order date
Installation takes 10 days

Throw in .... the most unhelpful CS and Sales of the lot

No no, not cooling off, package regrades. Its only skys systems that can't go from legacy to NGN packages.

keith_d99

ED E wrote: »

No no, not cooling off, package regrades. Its only skys systems that can't go from legacy to NGN packages.

Apologies Ed ... Ah it's Sky issue so - not Eircom so.
Last to blame Sky as their Customer Service is great!

ED E

Whatever CRM/OSS they use has its quirks, cant deal with non unique addresses and cant submit regrades to eircom.

Avadas suggestion sounds correct, maybe plan it for when you're going to be away or something so the downtime is of minimal impact.

Nollog

You have 14 days from the time you get off the phone with them when you order.

Which of course is absolutely useless given how long it takes to activate.
I've been waiting an entire month now, It's usually 1 or 2 weeks.

keith_d99

/\/ollog wrote: »

You have 14 days from the time you get off the phone with them when you order.

Which of course is absolutely useless given how long it takes to activate.
I've been waiting an entire month now, It's usually 1 or 2 weeks.

Is that Vodafone?

They seem to have the best prices & packages

But seem to be the worst ISP

I have found their Customer Service to be awful in the past!

Nollog

keith_d99 wrote: »

Is that Vodafone?

They seem to have the best prices & packages

But seem to be the worst ISP

I have found their Customer Service to be awful in the past!

It's an EU law/directive.

It applies to anything you order over the phone/internet.
It's the reason steam have a returns policy now.

dub45

/\/ollog wrote: »

It's an EU law/directive.

It applies to anything you order over the phone/internet.
It's the reason steam have a returns policy now.

http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/distance_selling.html

Also do you know your line stats?