Hi,

I signed up for the Telewest 3 for £30 deal back in January, but I have recently had an offer accepted on a house so I will be moving in the next few months. On checking with Telewest they do not supply the area where I am moving to and they say I will have to pay the balance of the 12 month contract, even though I wanted to transfer it to my new address (and was willing to start a new 12 month contract).

On reading their terms on conditions it doesn't explicitly state what happens when you move to an area they can't supply. Instead it says:

"If you move to another address during any minimum period, you will have to pay our fixed charges for the services for the rest of the minimum period unless you continue to receive our services at your new address."

Is it me, or does this not cover the eventuality that THEY cannot supply the new address? On speaking to them last night I pointed out that it was their problem that they don't serve the area I'm moving to, but the rep said in return that it wasn't their problem that I was moving.

Has anyone had any luck in getting Telewest to change their mind on this issue? If you have, how did you go about it? I think it's unfair that I should have to pay for their lack of service.

I worked for TW for well over two years.

As far as I was concerned, the charge was only if you chose to disconnect. Moving house to a non TW area wasn't really the customers fault and were able to disconnect given a min of 30 days notice.

Get someone to ring up on your behalf and say you have unfortunatly passed away. Acording to an ex telewest employee thats a good way to get your contract ended with no questions.
:)

It doesn`t seem fair to me, good luck in your fight.

I know someone who was in your situation about a year ago and they let him end the contract with 30 days notice...

Originally posted by banesmabes

Is it me, or does this not cover the eventuality that THEY cannot supply the new address? On speaking to them last night I pointed out that it was their problem that they don't serve the area I'm moving to, but the rep said in return that it wasn't their problem that I was moving.



Sorry to say but you are misinterpreting this you clearly state that they say:

[
"If you move to another address during any minimum period, you will have to pay our fixed charges for the services for the rest of the minimum period unless you continue to receive our services at your new address."

Which to me means that if you do not continue with their services at your new address you will have to pay their fixed charges to the end of the contract and this will apply since they don't supply to the new area you are moving to.

When you signed the contract it will have stated clearly (I know ours did) that it had a minimum term of 12 month - that is what you agreed to and it isn't their fault they don't supply in the area you are moving to. Unfortunately that is how it works with minimum term contracts everyone takes that risk - it works the same way with mobile phones if you want to end the contract before the end you have to pay the penalty.

Personally I doubt if you will get round this, however do you have a completion date on your house yet because if not I shouldn't worry too much just yet it could be September or October before you move (especially if you are in a chain) and the situation may have changed a little by then they may be prepared to let you off with 2 - 3 months but 6 months would be unlikely.

I would leave it for now when you have a definate exchange of contracts date then contact them again and see what you can negotiate. Whenever you do go back to them be apologetic and don't shout the odds that way you stand more chance.

This happened to a work colleague of mine recently - I am sorry to report but she had to pay the remainder of the contract dispite not being available in the area she was moving to!!

I think it is unfair especially when you can prove your new address and they cannot continue to service to that property.

It sucks!

WARNING

Do not use Telewest if thinking of moving home etc

:(

banesmabes
Just a thought, can you not downgrade (if they let you) to even a cheaper package say to just have broadband connection at £14.99/month instead of £30 and then make your move, at least it will cost you half price even if they insist you pay for the remaining months.

Not too sure about downgrading ,but its not really the companies fault if you move to another area which is not coverd by them.
After all you signed the 12 month agreement so you have to honour your side of the bargain.

Originally posted by D_A_V
banesmabes
Just a thought, can you not downgrade (if they let you) to even a cheaper package say to just have broadband connection at £14.99/month instead of £30 and then make your move, at least it will cost you half price even if they insist you pay for the remaining months.

Hi, I work for Telewest at the moment,

This cant be done. As they have all 3 services (Phone, net & Digi).

Each of the 3 services has a 12 month contract. Therefore will need to pay for the cost of the basic package for all 3 services, which in this case still comes to £30 a month. Will be quite hefty, but still, a contract is a contract.

I probably won't be moving until some time in the Autumn, so I won't be progressing this with them until much closer to the time. But to me it seems like a strange way of doing business - alienating a customer who has been very happy with their service, has recommended others to it, is willing to continue with the contract, and would be willing to sign up again in future if they do start serving this area. I won't be prepared to do this is they want over £100 out of me for nothing!

Unfortunately Telewest do not supply any services to the area I'm moving to (which frustratingly is less than a mile from where I live now, so I didn't think there'd be any problem), so I could not even consider a downgrade to just broadband.

Surely the contract is with me as a person rather than the address I live at? After all it is me who pays the bills, not my flat! So if they can no longer provide ME with the service, then it is they who are at fault, so why should I have to pay? I'd have thought this issue comes up a lot, so why isn't there a specific term in the terms & conditions about it? I think the term I quoted is rather grey when it comes to this issue - it seems to be much more applicable to people who CHOOSE not to carry on with the service.

It does seem a bit unreasionable. When I first signed up (when it was Yorkshire Cable) they told me it was a 12 month contract, but if I moved somwere else within that time that they didn't supply then the contract would end.

I thought this applied to all fixed services, like gas and electric.

I'm in the same position but i'm not moving willingly. My landlord is selling the house and after the initial 6 month tenancy wants us out.

I signed the telewest contract before i found out she wanted to sell and the new flat i've found already has sky in and isn't in a TW enabled area. Looks like i'm probably going to have to pay for 6 months of cable i can't use too. Not to mension that replacing TW with sky and BT broadband seems expensive enough as it is.

Originally posted by banesmabes
I probably won't be moving until some time in the Autumn, so I won't be progressing this with them until much closer to the time. But to me it seems like a strange way of doing business - alienating a customer who has been very happy with their service, has recommended others to it, is willing to continue with the contract, and would be willing to sign up again in future if they do start serving this area. I won't be prepared to do this is they want over £100 out of me for nothing!

Unfortunately Telewest do not supply any services to the area I'm moving to (which frustratingly is less than a mile from where I live now, so I didn't think there'd be any problem), so I could not even consider a downgrade to just broadband.

Surely the contract is with me as a person rather than the address I live at? After all it is me who pays the bills, not my flat! So if they can no longer provide ME with the service, then it is they who are at fault, so why should I have to pay? I'd have thought this issue comes up a lot, so why isn't there a specific term in the terms & conditions about it? I think the term I quoted is rather grey when it comes to this issue - it seems to be much more applicable to people who CHOOSE not to carry on with the service.

I can see where you are coming from and sympathise I feel exactly the same about the way they have made the 3 for £30 offer apply to "New customers only"! We have had our telephone line with them for years and broadband for the last 18 months and I pay more for 2 service then you are paying for 3! It's very annoying but there is little you can do that is contract law as far as I know.

Yes the contract is with the person not the address but the contract is for a set minimum term and that is where they get you unfortunately. Sales target mentality I suppose we can only hope that they will get the message when they start losing customers! I expect it would be possible to challenge it in court but let's be honest is it worth it, that would cost too much.

to be honest I personally would consider giving them 30 days notice before you leave the property telling them you wish to end the contract as they are unable to forfill the remainder of the contract with YOU.

Then I would move house and not give them your new address, and cancel the direct debit...

they then have the choice of:

a) spending money to find you, spending money to take you to court... which would cost more than the £100 or so you'll owe them and probably wouldnt be worthwhile for them...

b) not doing anything and ending the contract...

if they choose option a you could probably try and get them under "Unfair Terms in Consumer Contract Regulations 1999" see here http://www.dti.gov.uk/ccp/topics1/saleandsupply.htm

I would think that the fact they can no longer provide the service you both signed upon in the contract would deem the contract to end, the contract was signed by yourself, and unless the contract specifically states that moving the service to a new property is not possible then its THEIR fault they can't provide the service, not yours...

thats my two penneth anyways, I'm no lawyer or anything...

I’m in a similar situation with Telewest though luckily I’ll only have 3 months left on the contract when I move. If Telewest don’t supply the property I’m moving to does anybody know which phone and broadband providers don’t insist upon 12 month contracts last time when I was shopping around they all seemed to, which is problematic as we’re only getting a 6 month lease.

Originally posted by wendy
I can see where you are coming from and sympathise I feel exactly the same about the way they have made the 3 for £30 offer apply to "New customers only"! We have had our telephone line with them for years and broadband for the last 18 months and I pay more for 2 service then you are paying for 3! It's very annoying but there is little you can do that is contract law as far as I know.

Yes the contract is with the person not the address but the contract is for a set minimum term and that is where they get you unfortunately. Sales target mentality I suppose we can only hope that they will get the message when they start losing customers! I expect it would be possible to challenge it in court but let's be honest is it worth it, that would cost too much.

Not quite so. An existing customer can get all 3 of the EXACT same services for £32.49...Not much different really.

PLUS, every single customer is subject to a special offer the 1st time they were installed.....PLUS, if uve been with Telewest over 12 months and feel hard done by, then just speak with Customer Relations on 0800 073 0591 and press option 3... Say you feel hard done by and you want some discounts on your account...If you dont get one, then say you are disconnecting, you will soon be offered something....Win win situation all round :heyhey:

Originally posted by spyro2000
Not quite so. An existing customer can get all 3 of the EXACT same services for £32.49...Not much different really.

PLUS, every single customer is subject to a special offer the 1st time they were installed.....PLUS, if uve been with Telewest over 12 months and feel hard done by, then just speak with Customer Relations on 0800 073 0591 and press option 3... Say you feel hard done by and you want some discounts on your account...If you dont get one, then say you are disconnecting, you will soon be offered something....Win win situation all round :heyhey:

Thanks for that I might well do that! Just for the info I have had my telephone with them since they first started in Sheffield as we live in one of the first to areas to go on the system and at that time I didn't get any installation discounts as they weren't really any on offer.

As for getting all three for £32.49 then how do you explain that I am current paying £35 for 2 services? Broadband at £25 and Telephone at £10 in no way have we been contacted with anything other then a leaflet that says we can have tv for an extra £x (sorry can't remember how much it said now) and that this would cost us £35 for installation. Telewest do not and have never mailed or even emailed any special offers to us or applied any discounts to our account as a result of advertised special offers and we have been a customer since 1992. Put it this way the Nationwide advert comes to mind because everytime I hear their adverts on the radio or tv it always says "new customers only" at the end!

Originally posted by wendy
Thanks for that I might well do that! Just for the info I have had my telephone with them since they first started in Sheffield as we live in one of the first to areas to go on the system and at that time I didn't get any installation discounts as they weren't really any on offer.

As for getting all three for £32.49 then how do you explain that I am current paying £35 for 2 services? Broadband at £25 and Telephone at £10 in no way have we been contacted with anything other then a leaflet that says we can have tv for an extra £x (sorry can't remember how much it said now) and that this would cost us £35 for installation. Telewest do not and have never mailed or even emailed any special offers to us or applied any discounts to our account as a result of advertised special offers and we have been a customer since 1992. Put it this way the Nationwide advert comes to mind because everytime I hear their adverts on the radio or tv it always says "new customers only" at the end!

This is a the type of question I get asked every single day at work.

Your are paying £25 for broadband, so I assume you are on the 1 megabyte service. The broadband speed in the deal is 1/2 megabyte service. The standard price for this service is £17.99.

So therefore if you went down to this package you would be paying £27.99..... So if you add the Starter TV service at £4.50 you would be paying a total of £32.49

Make sense???

p.s. If you didnt know already, there are some price changes due just to throw salt in the wound.

Your £10 phone line rental is going up to £10.50, but to be fair, you will also be getting 'Talk Weekends' Where you get free weekend calls to ANY UK landline.

And also The Digi starter is going from £4.50 to £5.50, which IMO is very steep for a base package.

EDIT: p.p.s. NEVER EVER pay for installation. If you want a new service and they say there is an installation charge, just ask for it to be waivered, even if they say no, they will waiver it for you, but they may try it on at 1st. Specially if youve been them as long as you have.

Originally posted by spyro2000
This is a the type of question I get asked every single day at work.

Your are paying £25 for broadband, so I assume you are on the 1 megabyte service. The broadband speed in the deal is 1/2 megabyte service. The standard price for this service is £17.99.

So therefore if you went down to this package you would be paying £27.99..... So if you add the Starter TV service at £4.50 you would be paying a total of £32.49

Make sense???

p.s. If you didnt know already, there are some price changes due just to throw salt in the wound.

Your £10 phone line rental is going up to £10.50, but to be fair, you will also be getting 'Talk Weekends' Where you get free weekend calls to ANY UK landline.

And also The Digi starter is going from £4.50 to £5.50, which IMO is very steep for a base package.

EDIT: p.p.s. NEVER EVER pay for installation. If you want a new service and they say there is an installation charge, just ask for it to be waivered, even if they say no, they will waiver it for you, but they may try it on at 1st. Specially if youve been them as long as you have.

Thanks for that it makes perfect sense. I can see what they have done now - we started off on the 1/2 meg standard broadband service and instead of reducing the price they increased the speed, which to be honest is fair enough but we weren't given the option or even consulted. We used to have the tv service too when we lived at Firth Park but when we moved my husband wanted to try out Sky (don't know why really as it is slightly more expensive but we do get one or two extra features). Might be worth us considering adding the tv service for upstairs but I'm not sure it would be worth it to us as we use a video sender for the sky box anyway.

Thanks for the forewarning about the price increase 50p isn't much so that's ok. It seems to me they need to look at how they are advertising these offers because that's is what causes bad feeling.

Thanks for the link Xafier - from what it says on that website it looks like a company cannot put a term in place that disadvantages the consumer much more than it does the company. I'm thinking of writing a letter of complaint mentioning this piece of legislation and that I may refer this to the Office of Fair Trading, firstly for the term not being clear and secondly for it being unfair to the consumer.

I was just going to say before I just read your last post that it is illegal for a company to create an unfair contract. That is, make you pay for something when you are unable to receive, through no fault of your own, a service.

Moving house would be regarded as a natural move and no one would expect you not to move house because you have a telewest contract. For instance, it could be that you are compelled by work to move to a different area at short notice.

Originally posted by xafier
if they choose option a you could probably try and get them under "Unfair Terms in Consumer Contract Regulations 1999" see here http://www.dti.gov.uk/ccp/topics1/saleandsupply.htm



Well I decided I would write to Telewest about this now, as I wanted it clearing up well in advance of my move. And Xafier, your link proved to be VERY useful!

I wrote to them on Monday about how this clause in their t&c's contravenes the Regulations stated above and threatening to refer them to the Office of Fair Trading. And what do you know - I got a phone call today from a very nice lady at Telewest who pretty much admitted that it is unfair to charge a customer for the remainder of the contract if they move out of Telewest's area, and they have agreed to waive all termination charges!! So I will only have to pay for the services I use until the date I move, and no more!!!

YIPPEE!

Glad I could be of service to you :D

as I said, it really wasn't worth their time or money to try and force the money out of you, or take the contract to court to prove either way that it was legally fair! :)

you have to know when you can and can not push the boat with big company's... small amounts of money arent worth them chasing for especially if you find a good avenue to go down to put up an argument