ISP trouble

[Slinky46]

I've just had my internet account suspended due to an outstanding balance of £18.
I have always received my bill through the post and paid it at the post office.

On telephoning my ISP I was informed that my billing method had been changed to online billing.
This was unknown to me and certainly not requested.

The up-shot is that I had a big 'ding-dong' with them and canceled my account.

They are now saying I'm liable for an early cancellation penalty.

Surely the suspension of the account when I'd done nothing wrong, unless you count not paying a bill they didn't send, is breach of contract on their part?

ie. Not supplying the service.

Any advice would be much appreciated, thanks in advance people.

[Amethyst]

Re: ISP trouble

Hiya Slinky xx

Okay - before you fell out with them about the change of billing method they had already suspended your account (the service too?) for non payment ?


Have you another provider now supplying the service ?


It does sound as though it is breach of contract on their part - it would depend what was in the T&Cs about the payment methods. If they gave you no notice of the change then you certainly have a good case not to pay the penalty. Have youhad any written communication with them regarding this matter ? If not I would say that is the next step.

Which ISP is it ?

[Slinky46]

Re: ISP trouble

Hi Ame.. Thanks for the advice

Guess what?? My broadband has been down.. Ha.

I'm just drafting a letter as we speak..

Its Toucan BTW

[strangewayofsavin]

Re: ISP trouble

The main problem with ISP's is they give you a short version of the terms and conditions, and state " for full terms and conditions see on line at www.ISP.co.uk/robbinfeckers", the question is, if they suspend your connection, how are you supposed to check the full T&C's???
Unless you receive the full T&C's before signing, how can they be upheld or inforced by a court of law?
If you sign an agreement, before you are able to read ALL T&C's, then surely they are unfair?
And suspending your account, stops you from gaining access to the contract T&C's?
The responsibility of supplying the T&C's remains with the contract provider, if the contractee's are not provided with the full T&C's prior to signing an agreement, then surely, all terms are unfair or unlawfully implied?

[Slinky46]

Re: ISP trouble

I'm finally back online, Two months after this cock-up began!

Toucan are still telephoning up to 10 times a day for money they say I still owe them.

I have written 2 letters explaining my complaint and haven't had the decency of a reply.

I'm going to send another asking for the outstanding amount to be detailed and ask them to stop the harassment, I've tried to explain over the phone but they are robots and just keep asking for payment.

Thanks for the suggestion of the T&C angle I wouldn't have thought of that.

[enaid]

Re: ISP trouble

Hi Slinky,
There is a harrassment letter on here that you could use, for what it's worth I do think by letter is the best option they get you in knots on the phone Enaid x

[veilside01702]

Re: ISP trouble

Hi slinky......try OFCOM......complain to them and watch TOUCAN squirm.....they will get fined for every complaint they get......especially as they are harrassing you for a penalty they caused.....

Problems with your internet service | Ofcom

Ofcom
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
If you want to complain to Ofcom please call us on 020 7981 3040 or 0300 123 3333.
Switchboard: 020 7981 3000 or 0300 123 3000
Fax: 020 7981 3333
Textphone: 020 7981 3043 or 0300 123 2024 - Please note that these numbers only work with special equipment used by people who are deaf or hard of hearing.