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origin broadband cancellation

£0.00 @ Origin Broadband
hi dear hukdealers! I need some help how to get rid of origin broadband. I paid ~£170 on 02/01/17 only 03/03/17 I had the installation day however I still have no internet connection and calle… Read More
sisqoboy2 Avatar
1m, 2w agoPosted 1 month, 2 weeks ago
hi dear hukdealers!

I need some help how to get rid of origin broadband.
I paid ~£170 on 02/01/17
only 03/03/17 I had the installation day however I still have no internet connection and called them every day in the last week.
I said I want to cancel cos it is a joke. they said termination fee. I said what for? I don't have internet and you had 53working days for that.
how can I get my money back and cancel witbout any fee?
also, am I not in the cooling off period?
how about asking another provider to take over from them?
All answer will be highly appreciated!
thanks in advance!
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sisqoboy2 Avatar
1m, 2w agoPosted 1 month, 2 weeks ago
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#1
What a nightmare. I'm very sorry that happened to you and I can appreciate how stressful it must be!
Did origin say why it's not working, or did they give you a timescale for the internet to work, or for an engineer to come to your house? Also, is the landline working with origin?

Edited By: ciaozammer on Mar 11, 2017 21:11: Spelling
#2
As with most providers, the cooling off period is 14 days from the order being made, so that is ruled out.
You can get another provider to take over, they legally can not stop you doing that, only downside is that is the same as cancelling, so you'll have termination fees.

The good news is they are a member of the Ombudsman, so raise a complaint, if they can't resolve it to your satisfaction in 8 weeks or less then you'll get a dead lock letter, you can then ask them to get involved :)

Also make a note of every single instance you contact them, how long it took on each instance and tell them you'll be seeking compensation for the time it takes to resolve it.


Edited By: PKRichie on Mar 11, 2017 21:10
#3
You have agreed to a 2 months waiting period, you now have to give them a reasonable amount of time to remedy the missed installation date.

Give them another call and ask them what the time period is before they would consider themselves to be in breach of their own terms & conditions. Personally I would argue that to be 3 - 4 weeks, but they may say something else.

Ask them to outline in detail why the installation date was missed and what they are doing to expedite a resolution.

Keep in mind that most ISPs can't touch local infrastructure and have to beg BT OpenReach to pretty please go and set it up for them. A lot of delays are caused simply because OpenReach refuses to give reasonable appointment dates.

When I got my TalkTalk ADSL converted to TalkTalk Fibre a few years back it took OpenReach 4 weeks and 3 appointments to get it right. Meanwhile I was screaming at the TalkTalk CS reps who could little more than log another complaint, because no one at TalkTalk is permitted to go out and take a look.

Edited By: SUMMONER on Mar 12, 2017 00:48: ..
#4
sisqoboy2
...only 03/03/17 I had the installation day however I still have no internet connection and called them every day in the last week...
Would be helpful to know what Origin said in those seven conversations about 1) why the service was not yet functional and 2) what action Origin was taking to initiate the service 3) when Origin anticipated a functional service could be expected.
Is this a new line installation?
#5
thanks everybody. if they counted the cooling off period from the time when someone sign up for the service then nobody would be able to see how the service is in the reality. if this is the case, non of us has the right to cancel the contract without fees because of the "poor service"?
#6
AndyRoyd
sisqoboy2
...only 03/03/17 I had the installation day however I still have no internet connection and called them every day in the last week...
Would be helpful to know what Origin said in those seven conversations about 1) why the service was not yet functional and 2) what action Origin was taking to initiate the service 3) when Origin anticipated a functional service could be expected.
Is this a new line installation?


all of those are recorded. I was on the phone for 7hours in the last 2months. JOKE!
They say nothing but emailing the "provisional team" that team got 3emails from the CS and still no reply…
I think it is a new line however it was used by bt last year…
#7
ciaozammer
What a nightmare. I'm very sorry that happened to you and I can appreciate how stressful it must be!
Did origin say why it's not working, or did they give you a timescale for the internet to work, or for an engineer to come to your house? Also, is the landline working with origin?


on. the. 4th march I phoned them saying nothing is working. I was told by wednesday it will work. monday I got the openreach engineer and from that time the landline works the router cannot receive any data from the remote server...
#8
I assumme they gave you an Asus DSL-N16 router? Is the DSL light on your router flashing, always on or always off?

Edited By: SUMMONER on Mar 12, 2017 02:26
#9
Glad I didn't go with them....was very close to joining them until i read the reviews of constant internet connection dropping out i rather pay little extra for some what reliable connection.....bunch of cowboys comes to mind.
#10
sisqoboy2
thanks everybody. if they counted the cooling off period from the time when someone sign up for the service then nobody would be able to see how the service is in the reality. if this is the case, non of us has the right to cancel the contract without fees because of the "poor service"?

True, the distance selling regulations give you 14 days to change your mind, It's not a try before you buy.
#11
The 14 days cooling off begins at installation, not at order.
#12
gordies
The 14 days cooling off begins at installation, not at order.


i thought so however still today I was told there is cancellation fee.. I need to ask them the cooling off starting day. today I was told the broadband goes live on the 21st of march even I had the installation day on the 3rd march…
#13
also the operator became very upset when I said I do record all the conversations too. he said this is illegal because I have not noticed him at the beginning…
#14
who could answer my question about the cooling off period? the cs guy from origin didn't mention.
#15
SUMMONER
I assumme they gave you an Asus DSL-N16 router? Is the DSL light on your router flashing, always on or always off?


supposed to be n16. I got n14. dsl is always on and the global icon always off. router says no respond from remote server.
#16
Adam786123
Glad I didn't go with them....was very close to joining them until i read the reviews of constant internet connection dropping out i rather pay little extra for some what reliable connection.....bunch of cowboys comes to mind.


yes. u are lucky… and I'm just facing to another battle… :/
#17
sisqoboy2
who could answer my question about the cooling off period? the cs guy from origin didn't mention.


i found one
https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/cancelling-a-phone-tv-internet-or-mobile-contract/
#18
sisqoboy2
supposed to be n16. I got n14. dsl is always on and the global icon always off. router says no respond from remote server.
Probaply a cost saving on their side, because you did not order VDSL/fibre broadband.

it does sounds like the OpenReach engineer that visited has done his/her job, as DSL always on means that you are now connected to the equipment at the BT exchange. You are now waiting for BT to route your connection to Origin and Origin to authorise you for access to their own network and from there to the Internet, all of which usually happens before OpenReach even comes out to connect you, also that may be different for smaller ISPs.

Have a look at the paperwork/emails that you received when you first ordered the broadband. Did it mention separate installation and activation dates?

Did you ask them what the reason is for the delay in activating the broadband?

Edited By: SUMMONER on Mar 12, 2017 18:33: ..
#19
SUMMONER
sisqoboy2
supposed to be n16. I got n14. dsl is always on and the global icon always off. router says no respond from remote server.
Probaply a cost saving on their side, because you did not order VDSL/fibre broadband.

it does sounds like the OpenReach engineer that visited has done his/her job, as DSL always on means that you are now connected to the equipment at the BT exchange. You are now waiting for BT to route your connection to Origin and Origin to authorise you for access to their own network and from there to the Internet, all of which usually happens before OpenReach even comes out to connect you, also that may be different for smaller ISPs.

Have a look at the paperwork/emails that you received when you first ordered the broadband. Did it mention separate installation and activation dates?

Did you ask them what the reason is for the delay in activating the broadband?


they said there were a few issue with my order and they pointed at openreach several times,.
also, said "we don't know what the problem is"
#20
sisqoboy2
they said there were a few issue with my order and they pointed at openreach several times,.
also, said "we don't know what the problem is"
Sounds to me like they set the new activation date in response when OpenReach have scheduled the next engineer to go out and investigate the fault.

What is happening to you is similar to what happened to me when I moved from ADSL to fibre broadband. OpenReach kept on sending out engineers, usually 7 - 10 days between each visit, trying to resolve the issue.
After the last guy finished rummaging around the BT cabinet at the other end of the road the VDSL and Internet lights just suddenly came on for me and everything started to work.

I would suggest you let them carry on and if they miss the new activation date as well use that against them.

eg: You made me wait for 2 months, failed your contractual obligation to provide Internet access by the 1st agreed activation date and then failed again to do so by the 2nd date.
Your continued inability to work to your own schedule and provide any satisfactory service means that you are now in breach of your own terms of service, as well as the Consumer Rights Act. I hereby cancel the broadband contract with you, without penalty. You may collect any equipment supplied by you as part of the service or provide a free return postage label, otherwise it will be disposed of after 30days. Please refund all payments that I have made towards the service, without deductions, no later than 30 days from today.

Edited By: SUMMONER on Mar 12, 2017 21:47: ..
#21
SUMMONER
sisqoboy2
they said there were a few issue with my order and they pointed at openreach several times,.
also, said "we don't know what the problem is"
Sounds to me like they set the new activation date in response when OpenReach have scheduled the next engineer to go out and investigate the fault.

What is happening to you is similar to what happened to me when I moved from ADSL to fibre broadband. OpenReach kept on sending out engineers, usually 7 - 10 days between each visit, trying to resolve the issue.
After the last guy finished rummaging around the BT cabinet at the other end of the road the VDSL and Internet lights just suddenly came on for me and everything started to work.

I would suggest you let them carry on and if they miss the new activation date as well use that against them.

eg: You made me wait for 2 months, failed your contractual obligation to provide Internet access by the 1st agreed activation date and then failed again to do so by the 2nd date.
Your continued inability to work to your own schedule and provide any satisfactory service means that you are now in breach of your own terms of service, as well as the Consumer Rights Act. I hereby cancel the broadband contract with you, without penalty. You may collect any equipment supplied by you as part of the service or provide a free return postage label, otherwise it will be disposed of after 30days. Please refund all payments that I have made towards the service, without deductions, no later than 30 days from today.


thanks very very much! I will do as you recommended! ;) in the meantime I'm trying to get a 2nd line from sky using the mse voucher code. hopefully it works however one adviser said 100 pounds the fee for active a 2nd line the other said 20… Jesus… everybody says everything… oO
#22
sisqoboy2
SUMMONER
sisqoboy2
they said there were a few issue with my order and they pointed at openreach several times,.
also, said "we don't know what the problem is"
Sounds to me like they set the new activation date in response when OpenReach have scheduled the next engineer to go out and investigate the fault.
What is happening to you is similar to what happened to me when I moved from ADSL to fibre broadband. OpenReach kept on sending out engineers, usually 7 - 10 days between each visit, trying to resolve the issue.
After the last guy finished rummaging around the BT cabinet at the other end of the road the VDSL and Internet lights just suddenly came on for me and everything started to work.
I would suggest you let them carry on and if they miss the new activation date as well use that against them.
eg: You made me wait for 2 months, failed your contractual obligation to provide Internet access by the 1st agreed activation date and then failed again to do so by the 2nd date.
Your continued inability to work to your own schedule and provide any satisfactory service means that you are now in breach of your own terms of service, as well as the Consumer Rights Act. I hereby cancel the broadband contract with you, without penalty. You may collect any equipment supplied by you as part of the service or provide a free return postage label, otherwise it will be disposed of after 30days. Please refund all payments that I have made towards the service, without deductions, no later than 30 days from today.
thanks very very much! I will do as you recommended! ;) in the meantime I'm trying to get a 2nd line from sky using the mse voucher code. hopefully it works however one adviser said 100 pounds the fee for active a 2nd line the other said 20… Jesus… everybody says everything… oO
100 will likely be for a new physical line installation; 20 is likely to be to take over an existing line that has an LLU implication. If Origin feel you have been unreasonable and subsequently attempt to levy an early termination fee that you dispute and refuse to pay, they may send the alleged debt to collection that may ultimately impact your credit file. If Origin chases any alleged outstanding fees and you are confident your lack of service is breach of contract it may be wise to invite Origin to bypass the debt collection stage and associated fees (that it will ultimately expect you to pay) and go straight to court proceedings; you would then be seen to be mitigating costs and if even the court did not find in your favour it would likely remove the DC costs if Origin had chosen to ignore your request to bypass DC stage. Regardless, you need to feel confident in your course of action and be aware that any cancellation fees that appear to be "not fair" are not necessarily contractually not due. Possibly best to allow Origin and its suppliers an appropriate time to rectify issue and confirm your reasonable expectations in writing. In meantime rather than a commitment to Sky maybe consider a temporary cellular BB solution; a PAYG 30day 4G truly unlimited data solution could be achieved from £25+.
#23
gordies
The 14 days cooling off begins at installation, not at order.
Thats incorrect.
Cooling off period starts on the day after you agree to the service and must last a minimum of 14 days.

OP - You can cancel a contract at any time without penalty if the service changes, is not supplied within a reasonable time or is not as described so dont worry about cooling off period.

Just make sure you do everything by the book.
Id start with summoners letter sent recorded delivery.

If they have social media like twitter, posting your problems in public is always a good way to get a speedy resolution.

Edited By: callum84 on Mar 13, 2017 13:52
#24
callum84
gordies
The 14 days cooling off begins at installation, not at order.
Thats incorrect.
Cooling off period starts on the day after you agree to the service and must last a minimum of 14 days.

OP - You can cancel a contract at any time without penalty if the service changes, is not supplied within a reasonable time or is not as described so dont worry about cooling off period.

Just make sure you do everything by the book.
Id start with summoners letter sent recorded delivery.

If they have social media like twitter, posting your problems in public is always a good way to get a speedy resolution.


cheers. will do. I must post everywhere…
#25
my issue was posted everywhere. hoping people will not have the same experience like I have...
#26
I have had no internet since going live. A engineer was supposed to be there on the day. I have spent around 5 hours on hold with the customer complaints department, sales, technical etc. Now they recon I need to also pay a fee to cancel the line I have yet to use. Worst service profider I have ever come across. Any idees on who would take over as a service provider?
#27
my bb became live and 2mbps "extremely super fast". also, calling is very noisy. no answer for, my email so far been 20hours...
in the meantime sky is coming next week and install the 2nd line for free. /used the mse voucher code./
#28
We have major issues also getting less than 1mbps and it kept dropping out at that. Had our complaint escalated and I contacted the ombudsman and logged it with them. Thought about Watchdog also. Appears that it is a common problem that they are aware of but still taking new customers when their system cannot appear to handle it
#29
Gav1978
We have major issues also getting less than 1mbps and it kept dropping out at that. Had our complaint escalated and I contacted the ombudsman and logged it with them. Thought about Watchdog also. Appears that it is a common problem that they are aware of but still taking new customers when their system cannot appear to handle it


mine is about 10mbit as it should be however I would never sign a contract with them again.
#30
sisqoboy2
my bb became live and 2mbps "extremely super fast". also, calling is very noisy. no answer for, my email so far been 20hours...
in the meantime sky is coming next week and install the 2nd line for free. /used the mse voucher code./
Since you are having both you may want to make clear to the engineer that you still want to "keep" the 1st line from Origin, it would be a matter of practice that the engineer would manually just take over the physical wiring being used for origin to supply your service from Sky. Having both means new wiring drilling and sockets etc (possibly), just be prepared for it.

Edited By: Niz on Mar 25, 2017 17:54
#31
Niz
sisqoboy2
my bb became live and 2mbps "extremely super fast". also, calling is very noisy. no answer for, my email so far been 20hours...
in the meantime sky is coming next week and install the 2nd line for free. /used the mse voucher code./
Since you are having both you may want to make clear to the engineer that you still want to "keep" the 1st line from Origin, it would be a matter of practice that the engineer would manually just take over the physical wiring being used for origin to supply your service from Sky. Having both means new wiring drilling and sockets etc (possibly), just be prepared for it.


cheers! yes I will make myself clear as I did over the phone. I will be happy to use the same cable but another pair of wire.

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