Changing ISP help

Soldato
Joined
6 Mar 2008
Posts
10,085
Location
Stoke area
Hi all,

Contacted my ISP today (Aquiss) regarding the fact that we've contacted Sky and are moving to their phone/fibre packages. My contract with Aquiss is monthly, and they took the money this morning for next months usage.

My month with them runs from the 12th - 11th. I emailed them about refunding the months money and had the following response:

If you has asked us, you would have seen that we offer an array of unlimited packages (capped packages are not in offered on our main pages now). We have also made contact about various deals to reduce prices since July 2012 in your case. It would be interesting to see how Sky really deal with the 250GB you do each month.

In terms of payment, as you have not asked for a MAC Key prior to the move to Sky, then the final bill will sadly not be prorate based as we get no dates. MAC Key gives all parties involved notice of dates, which we have been left in the dark with.

Seemed quite short to me and tbh, their customer support has always been top notch which made this response a surprise.

Now, I've kept all emails from them and had nothing with offers other than their new phone rental. They do offer unlimited packages but starting on fibre from £36 a month, current package is 16MB speeds, 30GB Peak/Unlimited Off Peak. 250GB is rubbish as well. its maybe 100-150GB at most.

Now, my issue is that Sky did not even mention a MAC Key, they've just confirmed it will all be moved over on the 18th March which I will let Aquiss know about.

However, do I have any legal standing to get my money refunded and is he just being an arse because I am leaving? I don't want to pay for a month if I'm only using it for 6 days.
 
it a monthly contract, just a case of "you don't want it, you don't pay" and it switches off. However, you would then need to pay extra to reconnect again
 
A MAC and giving notice to your current provider would have made the whole thing a lot smoother. Normally they ask for 30 days notice of cancellation.

Also lol at the idea that 250GB a month is high usage.
 
Moving from ADSL to FTTC is filled with problems like this as suppliers don't actually need MAC authorisation to migrate the service.

In this case, you are responsible for cancelling the existing service and Aquiss will hold you to your 30-day notice period. Sucks that Sky didn't warn you, but them the apples!
 
Sky will supply Aquiss with all the details of the date of migration. No MAC is required. Also Sky is unlimited. I've seen customers use 400gb a month without issue. Also you're not 'cancelling' you're changing provider which is different.
 
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