|FAQ for the Terms and Conditions updates made during September 2009
We've recently emailed you to tell you about some changes to your Metronet services. Ofcom, the industry regulator, has issued a ruling about call charges which states that 0870 numbers should be charged at the same rate as calls to geographic numbers (that's numbers starting 01, 02 and 03).
Following guidance from Ofcom we're reducing the notice required to end our service to 10 days. This is currently 30 days.
Back in October last year we introduced a cessation charge which was passed onto us by our suppliers. This charge is only payable if you completely cease your broadband service without using a recognised migration access process - so in most cases this doesn't need to be paid, as people tend to use a MAC to migrate to another broadband supplier. Due to supplier price increases in May, we now need to increase this fee, so it's changing from £20 to £25.
- When will these changes happen?
- Where can I see my new Terms and Conditions?
- How does the new notice period affect me?
- Why are you increasing the cessation charge?
- Are other suppliers increasing their charges too?
- Do any of these changes mean I can leave my contract without penalty?
- What charges do I have to pay if I cancel my broadband?
- I'm on an older product, but have recently signed up for another 12 months on a special offer, how am I affected?
- I'm moving house, how am I affected?
1. When will these changes happen?
All of these changes will be effective from 22nd October 2009.
2. Where can I see my new Terms and Conditions?
You can see the new terms here.
3. How does the new notice period affect me?
The new notice period reduces the standard 30 day notice period to 10 days. This means if you are leaving our services in most cases you'll pay us less when you leave (a broadband migration typically completes inside 10 days).
4. Why are you increasing the cessation charge?
The cessation charge is applied by our suppliers whenever a broadband service is ceased without customers using a recognised migration access process. You can read more about this in our Cessation Charges Guide.
The charge to Metronet from our supplier was increased in May 2009, and we've absorbed the increased cost so far. However, we do need to pass these costs on where they apply in order to keep our prices competitive. Most customers don't pay this, as the majority of people who leave our service migrate to a new supplier with a migration code.
5. Are other suppliers increasing their charges too?
Some other suppliers pass on the cost of a cease directly to customers and have been charging the higher cost for a few months now.
6. Do any of these changes mean I can leave my contract without penalty?
You'll be able to leave without penalty because of the change in cessation charge, as long as you do so within 30 days of receiving your notification in September 2009.
If you've got any questions about this, then please call our Customer Options Team on 0845 140 6002. They're available Mon-Fri 9am-5:30pm.
7. What charges do I have to pay if I cancel my broadband?
If you leave Metronet in your first 12 months after receiving a free set-up, router or house move, we will charge you for these when you leave. If you remain with Metronet for 12 months after receiving a free set-up, router or house move the payment for these will be waived.
8. I'm on an older product, but have recently signed up for another 12 months on a special offer, how am I affected?
If your new offer included set-up, a router or a house move which you were not charged for and you stay with Metronet for 12 months, we won't charge you for these if you leave.
9. I'm moving house, how am I affected?
When a customer moves house it costs us £65 to re-install the broadband, so if you move house and stay with us for 12 months after the move, we'll pay this for you, or if you would like more flexibility you can choose to pay this upfront.
This policy is subject to fair use, so if you're moving house several times in a year we may need to ask for a contribution to the cost.
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