Right, any advice anyone can give on this would be v much appreciated.
Sorry it's so long, it's a weird situation.
My internet service provider - let's call them, purely theoretically of course, Zen Internet - has cancelled my broadband line but is now trying to chase me for payment of the rest of the contract period.
Zen say that the line was cancelled by BT. BT have confirmed this, though they have no idea why they did it. And they can't reinstate a line, you just have to be assigned a whole new one. Ok, so they did that, got a new BT line.
Zen say that because my contact with them related to the cancelled line, I am liable to pay for the remaining 10 months or so of the service that I had contracted them to provide on that line.
They say I can then take BT to the small claims court to reclaim the cost from BT, since it was BT's fault.
Now, to me this seems to be the wrong way round.
My contract was with Zen. So Zen are contracted to provide me with a service. Zen, in turn, contracted the line from BT.
So Zen should write off the cost of the outstanding months on my contract, as none of this is my fault or decision, and pursue BT for the cost of it themselves - surely?
The easiest thing to have done would have been for Zen to transfer my outstanding balance to a new contract and start over again - I'd have been happy to stay with them. But they weren't willing to do that.
As a result I've had to get a new contract with another ISP, as I really need internet for work and can't wait ages while this situation is sorted out before Zen decides to let me be their customer again.
Am really disappointed with them, they've been such a great company up til now and this all just seems totally baffling and deeply frustrating. It's taken hours and hours of time on the phone to both Zen and BT to get to this point and Zen are now sending me threatening letters about taking me to court if I don't pay them £400.
Anyone got any thoughts or experience of this?
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Internet service provider: anyone got any idea on the law?
16 replies
SomewhereBeyondTheSea · 19/02/2014 20:03
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