I'm after some advice here - my mother recently fell for the 512kb upgrade for £14.99 per month, having already been paying £14.99 for dialup. (At this point I should point out that she is 77 years old). She connected the new modem to the pc usb port, connected the telephone line, connected the micro filters, installed the software and after a couple of days she had a connection - the "sync" light staying steady on the modem. This lasted for two days, then it failed. She has spent £40 talking to Wanadoo support, no resolution. She has told Wanadoo that she wants to go back to dialup, they will not let her as they say "you have signed a year's contract", despite the fact that she will still be paying them the £14.99 for the dialup - they will not lose any money. Wanadoo are not responding to her letters, and I have had to sign her up to a Virgin.net account so that she can receive her emails etc. This means she is paying the £14.99 p.m. to wanadoo as well as paying the connection charges to Virgin.
The question is, are Wanadoo legally able to continue taking the money off her when the service does not work?
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Well, Wanadoo will not want to cancel the contract as they will lose some money - for setting up th ebroadband on the telephone line...
However, if they are not providing the service as per their side of the contract then effectively, the contract is void... HOWEVER... You must read the terms and conditions (OK, I know, who does?)... These stipulate in them that Wanadoo are obliged to fix any issues within a certain period of time - I think, but am not sure that this is 12 weeks!
After that time period, then I think you hace a case for cancelling and stopping payments.... But you must read teh terms and conditions of your contract first.
It's very messy! I suggest that you log ALL your calls with Wanadoo, tech and cust support and try and get them to resolve the issues. If after a reasonable period of time they have not got things sorted, then you should put it to them that you will cancel payments and show them the log of calls etc which you have made... Then... see what they say!
It is an awful situation to be in as nobody seems to know exactly where customers stand in these contracts...
I am going to see if I can get a solicitor tio look over teh contracts and put some advice on the website with respect to poor service etc... Soon I hope!
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