Contract lengths, and how they are implemented.

FalseFlag

This might be a discussion for the legal area, but I thought I would try here first as it deals with the contract length of a telecom product.

If I as a consumer take out a 12 month contract with a provider, and I get a confirmation mail saying 'your service has begun on the 15th January, 2020', am I wrong to find it odd that I am advised in follow-up calls I make approaching the end of the term to hear that my contract will not be finished until 14th February, 2021?

Would the contract expiry not be 14th January, 2021?

Is there something fundamental to how contract lengths are arrived at that I am missing? Why would a provider advise me that my contract ends at the end of my 13th full month with them?

uptherebels

https://www.boards.ie/discussion/2058238057/contract-lengths-and-how-they-are-implemented

The 14th of January would be the end of your 11th month.

28064212

https://www.boards.ie/discussion/comment/118808610#Comment_118808610

No

https://www.boards.ie/discussion/2058238057/contract-lengths-and-how-they-are-implemented

Partly because the people answering calls receive minimal training and are paid buttons.

If it's a 12 month contract, it expires 14th January. It's possible that the people on the phone understood that you want to provide notification of cancellation when your initial contract ends - at which point you would need to provide one month's notice, meaning 14th of February. Or that's just what their script tells them to say.

uptherebels

https://www.boards.ie/discussion/comment/118808685#Comment_118808685

FalseFlag

Thank you for that confirmation.

I can also confirm that 'notice period' doesn't explain it as I was advised that a notice period for cancellation would come on top if I had no cancellation notice already given in to coincide with the date of contract ending that they'd given me.

It's very odd, but your point about training seems the logical answer.

FalseFlag

https://www.boards.ie/discussion/comment/118808685#Comment_118808685

(I forgot to quote you in first reply, perhaps a mod can delete my first reply without the quote?)

Thank you for that confirmation.

I can also confirm that 'notice period' doesn't explain it as I was advised that a notice period for cancellation would come on top if I had no cancellation notice already given in to coincide with the date of contract ending that they'd given me.

It's very odd, but your point about training seems the logical answer.

28064212

https://www.boards.ie/discussion/comment/118811022#Comment_118811022

It's also possible that the company's procedures simply don't allow for cancellation notification before the 12 months is complete. This would likely put them in breach of consumer legislation - but to actually enforce it may mean a lot of wasted time on your part: trying to get past the "computer says no" ranks to the middle manager "this is our policy, we're sure it complies" up to someone that actually has the power to address your issue, possibly via small claims or district court. They might roll over with a phone-call or two, but they might not

Ah-Watch

I remember when I switched to Eir a few years ago I got on initial contract start date which was the date the phone line element went active but it later updated once the broadband service provisioned (which was the real part of the service I wanted) This pushed the contract start and end date out by an extra 3 weeks. Eir themselves had issues moving the broadband back to them from Vodafone which was what caused the extra 3 weeks here- kinda like a computer said no which then needed some intervention from Eirs side. I'd believe it was an automated system process really that resulted in the extra 3 weeks but was annoying when it came to the end of the contract because I couldn't leave Eir fast enough.

FalseFlag

https://www.boards.ie/discussion/comment/118813309#Comment_118813309

After forcefully raising this issue I got 'an acknowledgement' of the 'deviation' from what commonsense would say.

All a bit wishywashy, and still finalising things, we'll see what happens. Your 'computer says no' analogy is fitting, it's like dealing with automatons who cannot think for themselves and are afraid to override the machine in case it bites.

At least they're not saying that we were bound to a service for 13 months via a 12 month deal.

FalseFlag

https://www.boards.ie/discussion/comment/118811223#Comment_118811223

I bypassed all that by writing a letter to their accounts team so I'll hopefully get past the frontline people who have no power.