Started up for 12m, automatically set up for 24m, but paying the same as 12m

[Hoff88]

So I ordered a 12month policy of the busy household at 69.99, I had issues with connectivity around the house while moving during video calls, connection issues dropping randomly even though the hub has 1.6gb to it and the WiFi pro kits all round the house, wasn't getting anywhere near my speed, barely getting half of my speed to a wired in pc, finally got an acceptable person to help on call after changing all the cables to 1 cat 6 and one cat 8 the 8 being overkill, (that both made no difference) he helped me was great got it all sorted and seemed to get all the speeds through now other than those connection issues on the mesh network, to then find out I'm on a 24 month contract, I didn't read the contract since I ordered the 12 month which is 69.99 and i was charged 69.99 and my next bill was estimated at 69.99, the 24m is 64.99, they couldnt help or change this issue, couldn't even lower the price, even if I don't want the 24month contract anyway, now after getting it sorted I now need to cancel send all the kit back to then order it again on the 12 month and get it all sent out and set up again, anyone else had this issue I'm half tempted not return and go elsewhere since the way the last guy spoke to me from the get go was condicending and like a child, I get high rate and my voice goes up a few decibels, he constantly kept asking me not to shout which I informed him I'm not shouting I'm just agitated causing me to speak louder, overall the service wasn't the greatest untill it got sorted, considering everything they preach in their advert for their "unbeatable internet" for the price I'm not buying it, the router and hub network isn't up to scratch, again can't fault the first guy who help today, but was a little convenient it all started to work after that call

[JimM11]

@Hoff88 If you are within your 14 day cooling off period, then you can cancel and return the equipment, after this period, you will be deemed to have broken the contract and you will have a full exit cost penalty to leave. Your bill will show you the Start and End dates of you contract, so take a look on one of those. Rules are rules, and if EE determine that is the way to rectify then either go with it or make your decision that you feel best.

[Hoff88]

I'm well aware that I'm in the 14 day cooling off period and have a right to cancel anyway (which I am dojng), I'm more disturbed at how something so simple like this happened, I specifically chose the 12 month contract well aware it was gonna cost me £5 extra a month, and if it wasnt for the poor service and me just randomly mentioning I'm only in a 12 month contract I would of never been informed it was actually 24, now people may say I should have checked my contract but I chose the 12 specifically, I asked for the 69.99 package which is clearly the 12 month policy, I had my first bill at 69.99, the app said my second bill was 69.99, all of this just added to me believing it was all set up correctly, but instead I was automatically put in a 24 month contract that was also more expensive that the actual price online, your rules are rules nonsese would have had me trapped in a policy I didn't request paying more than I should, companies and there dodgy practices are aided by those who say "the rules are the rules", to top it off I had one person on the phone try to tell me the company would consider my download speed of 800mbps hardwired as acceptable when the policy states a minimum download speed of 1300mbps, a second call where I was told my pc ethernet ports don't handle anything over 1gb, which they are 2.5gb, and even at 1gb I was still 2-300mbps short, only the last call helped, but in the end after hours on the phone and just about happy to see if the WiFi gets better as the speed had increased I found out about the 24month scam

[Leanne_T]

Hi @Hoff88 

Thanks for coming to the community. 

I am really sorry this has happened when ordering a new broadband plan. 

Did you receive an email confirming the order and the length of the contract? If so, does this show as 12 months or 24 months? 

Have you now requested to cancel the contract? 

Thanks. 

Leanne.

[Hoff88]

Yes the email received shows 24month, but it shouldn't have even been set to that, if it was the 24month and the price was correct for the 24m at 64.99 I would have immediately noticed at the first bill, and yes I have cancelled, I was lucky enough to see this issue before the 14 days had passed, but now I'm not even sure I can even trust them again, after all this was and should have always been a 12m contract hence the price of 69.99pm

[Leanne_T]

Thanks for coming back to me and letting me know @Hoff88

I am very sorry you have had to cancel the contract and appreciate how frustrating this is for you. 

If you decide to order again once the cancellation is complete, please get in touch with the sales team who can check all available options for you. 

Leanne.

[Hoff88]

Thats the thing, they couldn't simply rectify the issue and change it to a 12 month policy, instead Di have to cancel to send everything back to then apply again for the 12 month policy that's 69.99 like I should have been on to then get the equipment sent out again and then ring a further 2 more times to get all the WiFi pro kits too

[Mustrum]

@Hoff88   I am curious about where you found a 12 month contract, was it on the EE site or via a third party?

The Black Friday deals are all for 2 years at the moment.

[Hoff88]

 

[Mustrum]

Thanks @Hoff88   found it now

Good luck with youe oeder.