Sorry, another moving address enquiry!

I renewed my demon contract in at the start of Jan and asked if it mattered that i would be shortly moving home therefore a change of address would be required. They said it was no problem and my service would be transfered with just a quick email or call my service would be swapped.

However, when I rang this week to do this, the procedure seems a lot trickier! I have to cancel my old order and pay for it for another 30days (in an empty house). Then ring sales to order a new contract for another 12 months and also start paying for that now.

I have had problems with demon (over charging my account amongst others) and had hoped just to see out the contract and leave. Now it seems I am faced with at least another 12months with them or pay the remaining 8months of contract.

I also think it is misleading to say "yes you can move address" when quite clearly I cannot. I have to open a new account. If I kept the same account I would be transfering address, closing one and opening another is definitely not transfering anything!

Any help or advice in reply to my rant would be welcomed!!

Thank you

Hello Manc08,

Have you considered closing you Demon account and setting up with a new provider in your new address?

Kind Regards,

Mike.

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Well, the alternative to a new 12 month contract would be to charge you £47 to shut down the previous account and charge you £47 to connect the new line. Have they charged you these costs? Would you have preferred that arrangement? Okay, you may argue you were misinformed but I think a modicum of common sense is applicable. The cost of a typical twelve month contract is based on a single Openreach engineer's appointment. You are receiving three such appointments and your only 'cost' is an unexpected extra four months on your contract.

Thank you Shiverkitten for your extremely condescending reply to my email. Its people like you that accept the s**t us the customers have to contend with, all the policies and procedures and rubbish companies now get away with and encourage them to charge us more and more for the same or worse service. Yes I am sure that the £47 they occasionally pay for change address and setting new accounts makes a real mess of their profits. I am pretty sure the CEO of Demon will not be sleeping tonight.

I think "a modicum of common sense", dictates these huge money making companies start giving some decent service and not lie to the customers. After being messed around by the company since september last year, they can do something in my interests for once.

Thank you Mike for your response.

Unfortunately I am tied into an 12month contract and so would have to pay the remainder off before leaving. My issue is that I would not have renewed my contract in January (when given the chance to get out) if I had been told that when I moved address I would have to open a new account and have a new contract. Unfortunately I am not up on the rules and regulations of internet providers (As Shivekitten so nicely indicates) and was guaranteed by Demon when I asked about this that no change to my contract would be necessary when I moved.

Hello Manc08,

Sadly some providers still use the term "you can move the connection" however depending on how involved your subscription is this can very simple or a hassle. Having to phone the sales line and set up a new connection is unacceptable as a provider if they say you can move home without issue they should make some effort towards this.

Usually the supplier requests a reconnection fee or restarts the contract to accommodate for this. If you can I would advise moving supplier if possible or simply complain to get some sort of support from your supplier and as soon as you are put of contract, move, you are being overcharged and under serviced with that supplier.

Kind Regards,

Michael.

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ALWAYS CHECK ANY ADVICE GIVEN AGAINST AN EXPERT BEFORE YOU PROCEED



If you are unsure about anything you have read or for further advice

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Hi Michael,

I have written off to the headoffice so hopefully I should get some joy and a bit more help than I get from their oversea's helpline. It amazes me still, the lack of sound regulation and good practice that exists in this growing service area. If I treated my customers and mislead them, the way this company has with me, I would certainly not keep my job for very long.......

Thanks

Hello Manc08,

Thanks for your post, keep us upadted!

Thanks again,

Michael.

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ALWAYS CHECK ANY ADVICE GIVEN AGAINST AN EXPERT BEFORE YOU PROCEED



If you are unsure about anything you have read or for further advice

please call free phone: 0800 298 5770

Hi,

All sorted! Apology from demon head office, and all my requests met. Once again, if you want a job doing, bypass any call centres and go to people who can actually help!! Just a shame its so much trouble nowadays to get a straight forward answer from a company to a straight forward query.

Thanks (Michael)

Paul