Hi jane79,
Thanks for dropping by with your post regarding the Early Disconnection Fees.
The majority of our new packages carry a new 12 month agreement with them. I understand you are unhappy with the disconnection process we have if you are within contract but this is clearly laid out in our Terms & Conditions
We would have sent those to you when you renewed your offer along with a copy of the new contract you had signed up to. You had a 14 day right to cancel and once this window has passed, you are then in contract with the new package you asked us to apply for you. This would also have been discussed when the change was being made.
If you are experiencing any faults with your service we are not in breach of contract, as Ofcom allow us a reasonable timescale to resolve these issues. Providing we are working with our customers to resolve any faults, there is no contract buy out due to service issues. Information regarding service issues and your rights as a customer, are also listed in the online T's&C's.
If you would like to challenge this with us, you need to either call in to speak to the teams to escalate your concerns as a complaint, or write in. The complaints process can be found on our Help site.
Please let us know how this goes for you.
Kind regards.