There are no fixed rules when switching between broadband suppliers
Q I MOVED home and contacted Plusnet to move my broadband connection. It said this was possible but I would have to start a new 18-month contract, as they pay for installation at the new property. I’m already in a 24-month contract at £18 a month but only half way through. I really don’t think it’s fair to make me replace my contract at £24 a month. I can’t go to another provider without buying out my contract which I can’t afford.
What do you advise? A Alexandria G CHANGING broadband is not as easy as switching gas or electricity suppliers. Terms and conditions may be opaque. And, unlike other utilities, there are no fixed rules. If you change home frequently, be sure you contract with a company that permits you to continue at your new address. Otherwise, you could end up with an 18- or 24-month broadband deal but a shorter tenancy.
Some smaller providers offer one-month-notice deals. BT allows customers to carry on with existing contracts. If there is already a line at your new home, it’s a simple no-cost changeover. Sky also allows customers to move without cost or a new contract but, depending on your package, there may be equipment installation charges.
TalkTalk asks subscribers to start a new contract when they move although it covers line moving costs and does not demand cancellation fees on the old deal. Industry sources say it may soon allow home movers to continue old contracts.
Virgin Media insists on a new contract but there is no cancellation fee – provided your new address can receive Virgin’s cables. If not, there will be a contract cancellation charge.
Plusnet is more complicated. It treats all contracts differently depending on length and package. If you wish to continue with your old contract, you have to pay £65. But it can depend on the home you are moving to – can it receive Plusnet?
In your case, it’s more complicated as you have had two moves already, including one to a property with existing broadband from another supplier. Plusnet says you have been undercharged for some months. So the real cost going forward is the higher one you have been quoted. There has been a communications failure here which Plusnet wants to put right.