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Fibrus and the 2 week cooling off period.

It took nearly two months for Fibrus to install and start service. I hadn't realised that the cooling off period starts from when the order is placed, not when they first bill me.

This seems pretty counter-intuitive. I checked what advice there is online about this and found this: https://www.gov.uk/accepting-return... must offer a refund,have to provide a reason.
which seems to suggest that a cooling off period must start when goods are received. In my case the goods would be internet service.

The other consideration from the same website is this: unfair-terms-in-sales-contracts. Offering a cooling off period for a service that isn't delivered for 2 months seems unfair.

Has anyone else come across this? I actually dont want to leave the service, I want to downgrade to a slower service because I cant use the bandwidth I have paid for. I wouldn't know whetherbthis would be a problem unless the service was installed...
 
Don't know how to help you, but I will say it's pretty outrageous the cooling off period starts at order time rather than delivery time.
 
This seems pretty counter-intuitive. I checked what advice there is online about this and found this: https://www.gov.uk/accepting-returns-and-giving-refunds#:~:text=You must offer a refund,have to provide a reason.
which seems to suggest that a cooling off period must start when goods are received. In my case the goods would be internet service.

"Goods" and "Services" are distinct in law. You are not purchasing goods, you are purchasing a service. The cooling-off period for services is 14 days from the date the contract was signed.

That said you'd hope any self-respecting ISP would appreciate that two months to provide a service is poor and they would factor that into any decision-making process.
 
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You will also notice that where a services contract has some upfront costs that is amortized into the monthly costs (eg. Install, router supply, etc) that there is typically a standstill period of 14 days when the cancellation period is active before which the supplier will typically not schedule anything that costs money, incase you invoke your right to cancel.
 
I am in same situation paid £55 activation fee, service live only after 14 days, but is poor service and now must give 30 days notice and lost money...
 
Im finding their service disappointing. Cheaper than BT for a reason.


It was working great until about the 1st of June when the ping went up from 13-15ms to 18-20ms to most servers in London. Since then, the Nokia router keeps restarting on its own a few times a day, could just be an issue with the router though.

Hopefully, they are planning on improving the routing/peering.
 
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