Internet company

[Lollie]

I took a a 36month contract through an internet company for my WIFI as living rurally there was not much option. It was paid for via Welsh Government
since Oct 24 the EE mast which provides the signal had been damaged. There is no other provider but my internet company still want £45 every month for the service for which I cannot receive
they state they can release me from the contract if I pay £800 for the router which is in the contract that I have to pay if I leave early.
As I am not receiving any service can I stop paying the monthly fee until the service is fixed. I have had to get Starlink as I have had no phone or internet and paying both is costly.
The internet provider is not ofcom or ADR registered
Thanks

[echat11]

Is this a consumer contract? If so the following may apply.

Go through their Terms and Conditions, see what it says about 'lack of service'.
The Terms and Conditions of the contract might be 'unfair'.

https://www.fca.org.uk/firms/unfair-...s-unfair-terms

[Lollie]

The only t&cs they use are EE’s

[echat11]

The only t&cs they use are EE’s

Amend / send them the following letter, make sure you get Proof of Postage.

https://www.citizensadvice.org.uk/te.../edit/?button=

Posted for information only -

https://www.moneysupermarket.com/bro...nsumer-rights/

[Lollie]

I have written to them and they are adamant that I have to continue paying or pay £800 for router to get out of contract

[echat11]

What's the name of the internet company?

What exactly is their response?

[Lollie]

They are called Fast WiFi
Their response is

Thank you for your email.
We are sorry to hear that you are still experiencing issues with your 4G broadband connection.

If you wish to cancel your contract, as previously discussed in November, we are happy to waive the EE cancellation charge , however, the upgrade cost for the Zyxel 4G router would need to be paid. This is an £800 chargeUnfortunately, we are unable to offer the option to temporarily suspend any direct debit payments, as these payments do not just cover the EE data plan, but also the ongoing support plan and the Zyxel upgrade cost.

[echat11]

They are called Fast WiFi
Their response is

Thank you for your email.
We are sorry to hear that you are still experiencing issues with your 4G broadband connection.

If you wish to cancel your contract, as previously discussed in November, we are happy to waive the EE cancellation charge , however, the upgrade cost for the Zyxel 4G router would need to be paid. This is an £800 chargeUnfortunately, we are unable to offer the option to temporarily suspend any direct debit payments, as these payments do not just cover the EE data plan, but also the ongoing support plan and the Zyxel upgrade cost.

What they seem to be saying is that 'they have no 'Terms and Conditions' which inform you of charges before you sign up, is that correct?

If they have no Terms and Conditions, then how are they going to enforce the charge of £800.


Is the following correct?

Welsh Government subsidise the equipment via grant (because it's to be installed in a remote location)
Fast Wifi install the subsided equipment (they have no Terms and Conditions)
EE supply the Data Plan (they have Terms and Conditions)

[Lollie]

Yes, EE supply the data plan but through FWW
The invoice I had from them is
Customer/ Authorised Decision Maker:

Fastinternet wales

Business/ Organisation Name:

Your Order Reference:

1399



Agreement

This agreement contains the main elements of this service offer as required by UK law.

It helps you make comparisons between service offers.

Services and equipment

Plan Details: 1 x 4G/5G Unlimited Data [new]

Speeds of the internet service and remedies

Accessing speeds. To access 4G or 5G you'll need EE signal coverage, a compatible mobile device and an

eligible plan.

Your 4G or 5G speed will depend on location, number of users and plan. To find out about the detailed

breakdown of network coverage in your area, please call 02922 784423

How we estimate your mobile speeds. The results from our mobile speed checker only give you an indication

of what we expect the speed to be: they are not a guarantee of service availability in a particular location.

Various factors can affect your mobile reception, including the type of building you’re in, your loca

environment (are you surrounded by trees, for instance?), weather conditions, and how many people are

using the network at the same time at the same place (coverage next to a football ground on match day will

probably be patchier than when the season’s over).

Price - Total regular monthly charge £ 36.00 Exc. VAT

About our Prices and Terms & Conditions All prices are subject to terms and conditions. We can change the

service or our prices in accordance with these terms. You can check out our current prices here:

fastwifiwales.com

Duration, Renewal and Cancellation

Contract Duration 36 months

Ending Your Contract If you want to end your agreement, you’ll need to give us 30 days’ notic
If you cancel before your agreement is up, you may have to pay an early cancellation charge. How much it is

depends on how long your agreement has left to run. If you’re thinking about ending your agreement early,

just ask us and we’ll work it out for you.

You may not need to pay early cancellation charges to end a service during the minimum term if we’ve made a

change to it. If that’s the case we’ll let you know.

Renewing Your Contract When your initial agreement ends, you’ll continue on a 30-day rolling agreement

until you renew, change or cancel it.

Equipment Clawback - If you have had an installation of 4G/5G equipment discounted as a result of taking a

data contract, should the contract be terminated for ANY reason then the full amount of installation costs will

need to be repaid.

Other relevant information

We’ve provided some additional information, like our complaints process at fastwifiwales.com

Yes, EE supply the data plan but through FWW

The invoice I had from them is

Customer/ Authorised Decision Maker:




Fastinternet wales




Business/ Organisation Name:




Your Order Reference:




1399










Agreement




This agreement contains the main elements of this service offer as required by UK law.




It helps you make comparisons between service offers.




Services and equipment




Plan Details: 1 x 4G/5G Unlimited Data [new]




Speeds of the internet service and remedies




Accessing speeds. To access 4G or 5G you'll need EE signal coverage, a compatible mobile device and an




eligible plan.




Your 4G or 5G speed will depend on location, number of users and plan. To find out about the detailed




breakdown of network coverage in your area, please call 02922 784423




How we estimate your mobile speeds. The results from our mobile speed checker only give you an indication




of what we expect the speed to be: they are not a guarantee of service availability in a particular location.




Various factors can affect your mobile reception, including the type of building you’re in, your loca




environment (are you surrounded by trees, for instance?), weather conditions, and how many people are




using the network at the same time at the same place (coverage next to a football ground on match day will




probably be patchier than when the season’s over).




Price - Total regular monthly charge £ 36.00 Exc. VAT




About our Prices and Terms & Conditions All prices are subject to terms and conditions. We can change the




service or our prices in accordance with these terms. You can check out our current prices here:




fastwifiwales.com




Duration, Renewal and Cancellation




Contract Duration 36 months




Ending Your Contract If you want to end your agreement, you’ll need to give us 30 days’ notic

If you cancel before your agreement is up, you may have to pay an early cancellation charge. How much it is




depends on how long your agreement has left to run. If you’re thinking about ending your agreement early,




just ask us and we’ll work it out for you.




You may not need to pay early cancellation charges to end a service during the minimum term if we’ve made a




change to it. If that’s the case we’ll let you know.




Renewing Your Contract When your initial agreement ends, you’ll continue on a 30-day rolling agreement




until you renew, change or cancel it.




Equipment Clawback - If you have had an installation of 4G/5G equipment discounted as a result of taking a




data contract, should the contract be terminated for ANY reason then the full amount of installation costs will




need to be repaid.




Other relevant information




We’ve provided some additional information, like our complaints process at fastwifiwales.com

[echat11]

The following Terms and Conditions maybe 'unfair', only a Court can decide if they are 'unfair' -

'Equipment Clawback - If you have had an installation of 4G/5G equipment discounted as a result of taking a data contract, should the contract be terminated for ANY reason then the full amount of installation costs will need to be repaid'.

You want to the service, but they have been 'unable' to provide it, i.e. 'since Oct 24 the EE mast which provides the signal had been damaged' etc.

They can't then charge £800, 'Equipment Clawback - If you have had an installation of 4G/5G equipment discounted' because they can't provide the service.

'they state they can release me from the contract if I pay £800 for the router which is in the contract that I have to pay if I leave early.'

https://assets.publishing.service.go...23b/oft311.pdf

https://www.legislation.gov.uk/ukpga/2015/15/section/62

[Lollie]

What would you suggest I do next?

[echat11]

What would you suggest I do next?

Contact CAB, they should pass this on to Trading Standards.

Then update the thread.

[Lollie]

Thank you I have done that and also spoken to the Ombudsman but

[echat11]

Thank you I have done that and also spoken to the Ombudsman but

'but'?

[Lollie]

Sorry Internet playing up
I have spoken to trading standards ofcom and ombudsman but as FWW are not ADR registered they can’t help. I don’t know who else to try and wether I can stop paying the monthly direct debit or will they go after the £800 in court?