topic Re: Failure to inform you a contract continues unless you cancel in Broadband & Landline

Failure to inform you a contract continues unless you cancel

MikeB12345 — Tue, 02 Apr 2024 10:35:35 GMT

Misleading end of contract?

I received a letter from EE in January 24 confirming my home broadband contract was coming to an end, only to find out it continues unless you call them to cancel.

Surely the letter should state 'if you do not cancel it will continue?'

As the service includes equipment and therefore hire, it comes under a finance contract and is regulated.

Re: Failure to inform you a contract continues unless you cancel

XRaySpeX — Tue, 02 Apr 2024 10:39:41 GMT

@MikeB12345 : These BB contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the non-discounted price on a rolling 14-days' notice basis until you explicitly migrate, cancel or upgrade.

The BB service does not involve hire of kit. The router is yours to keep & do as you will.

Re: Failure to inform you a contract continues unless you cancel

MikeB12345 — Tue, 02 Apr 2024 10:49:57 GMT

I get that, and it’s fine BUT it should state “if you do not call to cancel this contract will continue”… what’s the harm in being upfront?

Re: Failure to inform you a contract continues unless you cancel

bristolian — Tue, 02 Apr 2024 10:55:09 GMT

Would you mind posting up a copy of this letter, with the personal details redacted?

It's common practice across the telecoms industry, for service provision contracts to be on a rolling basis with a minimum term. The logical extension of a contract ceasing arbitrarily on a fixed-duration basis would be a loss of service - which would cause other issues.

Re: Failure to inform you a contract continues unless you cancel

MikeB12345 — Tue, 02 Apr 2024 11:03:58 GMT

I cannot imagine I am speaking to non-ee employed community members as this subject is too dull for people using the service. My point is the notice letter should say that if you do not cancel by phone the contract will roll. It really doesn’t require investigation obfuscation or inquiry. EE should help people like me by being clear on their end of period notice letter that action is required to cancel. The risk of loss of service is a real risk but nothing to do with my request that EE should be clear that the service will continue unless customers cancel. What’s the harm?

Re: Failure to inform you a contract continues unless you cancel

bristolian — Tue, 02 Apr 2024 11:08:20 GMT

@MikeB12345 wrote:
My point is the notice letter should say that if you do not cancel by phone the contract will roll..... EE should help people like me by being clear on their end of period notice letter that action is required to cancel

Can you post up a copy of the letter you received, as previously suggested.

Re: Failure to inform you a contract continues unless you cancel

Chris_B — Tue, 02 Apr 2024 13:41:02 GMT

@MikeB12345 So you want to be cut off at the minimum term for not doing something about it. What if you were not at home and this happened and you then found out you don’t have access to the internet. You’ll then be complaining about being cut off.

Re: Failure to inform you a contract continues unless you cancel

MikeB12345 — Tue, 02 Apr 2024 13:53:57 GMT

No. I want to be told on the letter notifying me that the contract is ending that it will in fact continue unless I call to cancel. That’s the only point.

Re: Failure to inform you a contract continues unless you cancel

bristolian — Tue, 02 Apr 2024 14:00:05 GMT

These letters usually have intentional legal & marketing input, which is why I would be interested to see the precise wording.

It's impossible to pass any further comment without that.