Contract dates

[jonesy21]

I see from the forums that I am not alone in being confused by the contract end dates. I have an 18 month contract started in August 2024 (I have been with NTL, then Virgin since December 2002) in November 2024 I took advantage of an offer (free for 3 months) to upgrade my Broadband from M250 to M350 as a trial over Christmas to see what the difference would be like. I'm now trying to cancel that, I couldn't do this online so I used the virtual Bot and then eventually, an actual agent. I was told cancelling would put actually put my monthly bill up! or if I take an upgrade to M500 I would pay just £2 a month extra, but this would mean my contract date would be extended from the date I change to M500!

Does this meant in taking up the free upgrade in November that my 18 month contract is now from November 2024  and not the original contract date of August 2024?

I always thought changes were allowed mid-contract, am I wrong?

[Cardiffman282]

I'm not aware that there ever was a "trial" upgrade available (over and above the usual statutory 14 day cooling off period). 

[jonesy21]

It wasn't a 'trial' as such.... just a free upgrade offer for three months... I was using it as a comparison (trial) of speeds M250 to M350! I obviously didn't read all the pages of small print saying it was a new contract!

[Daniel_Et · Accepted solution]

Hi @jonesy21, thank you for your posts.

Apologies for any confusion caused in relation to this matter 😔

In order to provide clarity on the situation, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[SaltnVinegar]

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@jonesy21 wrote:

It wasn't a 'trial' as such.... just a free upgrade offer for three months... I was using it as a comparison (trial) of speeds M250 to M350! I obviously didn't read all the pages of small print saying it was a new contract!

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I’m sorry but this was never a ‘trial’; it was,'upgrade to this but the first three months are free’. Once you signed up, then you had the statutory 14 days ‘cooling off’ period to change your mind and revert back. Once the 14 days expired, then, alas, you are now tied in to a new contract for the next 18 months.

[Daniel_Et]

Hi @jonesy21, thank you for speaking to us via private message.

If you have any further issues or queries, please don't hesitate to contact us.

Regards,
Daniel