Just a warning about early termination charges

[Spo2]

I took out a 24 month contract for Ultrafast BB (FTTP) on the 6th September and it was installed on the 20th September. The wifi signal was poor and didnt cover quite a lot of the house, so I cancelled and went to another provider on 9th October. This was 22 days after the router was delivered and 19 days after installation.

As per the terms and conditions, the cooling off period is 31 days for UK customers from deliver of the router, installation, or terms and conditions being received (whichever is later).

I recently received a bill for early termination charges for the 24 month contract, which they said I owed because it was more than 14 days between the contract being agreed, and the service being switched to the new provider. When I queried this, they insisted it was correct. I ended up having to go onto the online chat and send them links to their own terms and conditions and pointing out that the cooling off was 31 days and not 14, and the charges have been waived.

Just a warning to others that it's worth fighting if you know you are right! That was hundreds of pounds and the threat of debt collection.

[Mark39]

Did you contact Sky directly to give notice that you were cancelling during your colling off period? I believe that's required within the terms and conditions.

[Spo2]

Hi

I did yes, I informed them three days after installation after spending time trying to resolve the issues. The terms and conditions state that:
"If you're looking to switch your broadband to another provider, you can normally place your order with your new provider without contacting us to cancel."

however I wanted to keep myself right so I did tell them.

[Mark39]

You went above and beyond then, so you're right, you shouldn't have been billed for early termination charges.