Gobbledegook on contract

Hello EAB2021,

Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your contract. The message should not be put onto your contract documents in such a way. However, this means that you are entitled to free Netflix standard with ads with your package, but you have declined or not shown interest in taking that option. I'll pass this back to the team to be investigated.

Kind Regards,

Steven_L

I just signed up for a new contract and I'm told the kit will be delivered at the weekend. 

However, I'm about to go on holiday and do not want to start paying for at least two weeks. 

In the purchase screens FAQ it clearly states

When does my contract start?

Your contract starts from the day you have your services installed, either by one of our technicians or when you plug in our self-install kit. Your contract start date is also the day your bills will start from, but you won't receive your first bill until a later date.

So this seems clear to me, I can plug in the router when I get back from holiday around the end of the month and my contract and service will start then

But in the Terms and Conditions is says

Service start date
1. the first date on which the service is available for you to use; or
2. where no installation is required, the earlier of the date the service is activated or 7 days from the date you ordered the service from us; or
3. where you install the services yourself (via Quickstart or a similar self installation solution), it will be either the first date on which each service is available for you to use the services or the date we receive confirmation that your installation kit has been delivered, whichever is earlier.

Only one of these can be correct

I'm also concerned about the start date. 

In the purchase screens FAQ it clearly states

When does my contract start?

Your contract starts from the day you have your services installed, either by one of our technicians or when you plug in our self-install kit. Your contract start date is also the day your bills will start from, but you won't receive your first bill until a later date.

So this seems clear to me, I can plug in the router when I get back from holiday around the end of the month and my contract and service will start then

But in the Terms and Conditions is says

Service start date
1. the first date on which the service is available for you to use; or
2. where no installation is required, the earlier of the date the service is activated or 7 days from the date you ordered the service from us; or
3. where you install the services yourself (via Quickstart or a similar self installation solution), it will be either the first date on which each service is available for you to use the services or the date we receive confirmation that your installation kit has been delivered, whichever is earlier.

Only one of these things can be true

The key term is "service is available" which is when the contract starts. If you get Quickstart but it doesn't work, then report it and your contract should start when you get service availability.