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2 posts

Wannabe Geek

# 215416 26-Jun-2017 17:38
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I changed my ISP from 2degrees to Orcon on the 15th of this month. 2degrees shut their services down (home phone and VDSL) on that day, I checked. UFB with Orcon came on.


Nonetheless they billed me for the month of 17th June - 17th July, and then proceeded to bill me for - wait for it - usage from 17th of July to 17th of August.


In querying their weirdness they agreed to drop the August 2017 charges (?!) but said no to dropping the June to July charges. Even though they cut me off 2 days before those charges should apply.


They claim only one thing. That I didn't get in touch with them to ask for disconnection. I claim one thing, in moving ISP they disconnected me before the next month's charges were due.


Can anyone offer any ideas?


I've politely discussed it in email, and they just come back with "you didn't tell us to disconnect, so even after we disconnected you (presumably when Orcon started UFB to my home) you continued to incur charges".


Am I right? Are they expecting too much?

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3375 posts

Uber Geek

Lifetime subscriber

  # 1807130 26-Jun-2017 17:47
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Do they have the "must give us 30 days notice" in their T&C's ?



4 posts

Wannabe Geek

  # 1807263 26-Jun-2017 21:51
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Looking into their T&Cs, there is no 30 day notice, but you must notify them before the start of the next billing period.




Terms and Conditions


13.Terminating this Agreement or Services



  1. You can terminate your Plan at any time before your Billing Due Date by calling Customer Care on 0800 022 022 or emailing You will still be liable for any Charges incurred prior to that Billing Due Date.






Based on that, the charges would stand. 


1537 posts

Uber Geek


  # 1807723 27-Jun-2017 14:37
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Hi UFBFan,


We do require contact to close an account, and once contact has been received billing will cease at the end of that billing period, as has been mentioned above.


By the sounds of things, if you had copper broadband with us and established fibre with another provider, if we had not been contacted to terminate the connection, this will still be live from the exchange and incurring costs, despite your UFB being live and the copper no longer in use. If you didn't contact us, we won't have removed this connection, this likely would have been related to the UFB installation which wasn't arranged through us. As such, billing will be valid to the end of the period you requested termination in as services were still supplied. 


If you would like us to doublecheck to be certain, please message us with your broadband customer number, address and the email you received your 2degrees broadband bills to, and we will confirm the specifics for you.




Ralph ^JOB

2 posts

Wannabe Geek

  # 1807756 27-Jun-2017 16:02
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Thanks for the advice. I'll message the information through and accept the results.

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