Cooling off period

[gamblor15]

Hi,

I was recently conned sold a new adsl2+ mid option 1 package on the basis that my connection speed would be significantly improved and due to the increased tolerance with noise issues on the adsl2+ it would be worth doing (I have had issues with noise in the past). So I weighed up the limiting of my downloads against the improved service and went ahead.

I signed up (verbally) Tuesday 7th and they switched it on yesterday Tues 13th. I have since done a speed test and do not notice any significant improvement in my service. I phoned them today and was told that my new package had been activated and that they only improved the speed from 4.5Meg to 5.5Meg?? Apparently they have now changed it to 7 meg but say that the line could drop out frequently due to noise issues.

I have just been on the phone with Customer services and am not happy! When i mentioned the 7 day cooling off period that I have with the new contract, they replied that it started from the day I agreed to go onto the new contract  Is this legal? Surely the date starts from the date I received the service.

Any views or advice anyone?

Cheers

Chris

[Project Novo]

Contact the Office of Fair Trading - OFT- and see what they say

PN

[Ayreon]

Ah! so now we know the reason other service providers are almost instant at changing over but Karoo take 7 days.

[Halloway]

From Karoo's Broadband FAQs:

If I am unhappy with my new package, can I change back without cost to me?

We are confident that customers will experience consistently improved download speeds with these new products. However, in the rare circumstance that a customer experiences a downgrade in experience, we will allow the customer to change back to his previous product free of charge.

http://karoo.co.uk/broadband/faqs.asp#back

[gamblor15]

Thanks Halloway 

I am not sure if I do want to go back to my old contract yet, but wanted to know how long I had to decide. Did a speed check last night and the best i got was 2mb  - hardly an improvement. Connection didnt drop all night though.

[dylan]

Thanks Halloway 

I am not sure if I do want to go back to my old contract yet, but wanted to know how long I had to decide. Did a speed check last night and the best i got was 2mb  - hardly an improvement. Connection didnt drop all night though.

I'd recommend moving back to the old package as I doubt much is going to change to be honest mate. I think the quote by Halloway might be worth quoting back to them in the first instance.

The awkward thing about using the distance selling act regulations is that for services, "the cooling-off period normally ends seven working days after the day the order was made - or after written confirmation is received." <from business link>.

If all else fails you might want to contact the local Trading Standards office and ask them to take action under The Consumer Protection from Unfair Trading Regulations 2008.

Those regulations make it an offense to mislead people (even over the phone) about the particulars of a service.

[babyalien]

ever since the masses moved to adsl2+ its chugging along at peak like it always did

there is no improvement at peak times (apart from upload)


any other time (ie when ur at work, sleeping or having breakfast) it will fly.


As for contacting OFT if it gets messy, u wudn't be the first to open a case. This is the only company i know of this size that has ppl so stupid on customer services. The problem is they are so stupid they think as you're a customer, you are even more stupid.

I mean it wasn't long back their website advertised speeds "upto 24,000kbps" for adsl2+ which wasn't changed until after most people signed over. If a solicitor thought kcom had any money in the bank, he wud have a field day