Ice Broadband Contract

[masterofp]

Hi all.

Is it only me, or there is no physical contract given to customers? I want to resign from the service, because of very poor quality and they are arguing that i have "signed 12 month contract". Is there something like a verbal contract that counts by law (order via phone).

[paul.whelan@gmail.com]

Originally Posted by masterofp

Hi all.

Is it only me, or there is no physical contract given to customers? I want to resign from the service, because of very poor quality and they are arguing that i have "signed 12 month contract". Is there something like a verbal contract that counts by law (order via phone).

They have broke the contract with a **** poor service.
I have had enough too and I am cancelling tonight.

[cest moi]

Hi all,joined this site a month or so ago but this is my first post .Living in Kilcock/Clane area .I am with ICE since June 06.on home plus package costing 59 euros per month.Originally delighted with service but it has disimproved since about middle of October.Many phone calls to tech support ,promised me the galaxy (never mind the sun moon and stars) .Partial improvement but as I type it has gone back to pure **** .(down as low as 24kbps on download as tested using test on this site) When you can finally get through to tech support they are very apologetic and have consistently said problem is due to oversubscriptionbut they are putting an additional sector on their transmitter and commissioning a new microlink to give extra bandwidth.By the way no problem getting through to sales ,installation or accounts.At this point in time dont know what to do as eircom have consistently said my landline is unsuitable for bb.Are there any other providers in this area.

[howfast]

Originally Posted by masterofp

Hi all.

Is it only me, or there is no physical contract given to customers? I want to resign from the service, because of very poor quality and they are arguing that i have "signed 12 month contract". Is there something like a verbal contract that counts by law (order via phone).

Hi masterofp

Legally contracts do not have to be in writing. Simply put a contract is a promise between two parties i.e. the isp promises to supply a service and the customer promises to pay the agreed price in return. There may be other conditions attached, which in practice often work to the benefit of the service supplier such a minimum contact terms.

How do you pay for the service? If this is by direct debit then you must have had some correspondence asking for you to sign a mandate. Did you keep a copy of this, if so read the small print. Failing that check the isp’s website to see what conditions are attached to your contract, especially regarding cancellation. Also what are the details of the service that you have been promised. If the service provided does not meet that which was actually promised then there could be a breach of contract that may allow you to cancel. But before you take any action make sure you have sufficient evidence to show that the service is not what was promised, and in particular keep a written record of all phone calls.

If all this is too much for you then cancel the contract in accordance with the terms and conditions of the contract but be sure to do this in writing and keep copies of all letters. If you can’t find the terms and condition on the isp’s website then ask for a copy.

Howfast

[masterofp]

Originally Posted by howfast

Hi masterofp

How do you pay for the service? If this is by direct debit then you must have had some correspondence asking for you to sign a mandate. Did you keep a copy of this, if so read the small print. Failing that check the isp’s website to see what conditions are attached to your contract, especially regarding cancellation. Also what are the details of the service that you have been promised. If the service provided does not meet that which was actually promised then there could be a breach of contract that may allow you to cancel. But before you take any action make sure you have sufficient evidence to show that the service is not what was promised, and in particular keep a written record of all phone calls.

If all this is too much for you then cancel the contract in accordance with the terms and conditions of the contract but be sure to do this in writing and keep copies of all letters. If you can’t find the terms and condition on the isp’s website then ask for a copy.

Howfast

No I have not sigbed anything, beside the installation protocol. I was not given a copy of that protocol either. The direct debit is the payment option, I just gave my details via phone. No sigature whatsoever.

Regards.

[howfast]

Originally Posted by masterofp

No I have not sigbed anything, beside the installation protocol. I was not given a copy of that protocol either. The direct debit is the payment option, I just gave my details via phone. No sigature whatsoever.

Regards.

Hi masterofp

Had a look at the Icecomms signup protocol and yes it looks like you well have signed a contract online. It’s known as e-commerce which is a developing legal concept to facilitate the sale and purchase of goods and services online.

However unless they can show you where they inserted the minimum 12 month term you may still be able to cancel. But as I said before you will need to be able to prove the service supplied is not what was promised and this may be no easy task.

Presuming you’re an Icecomms home user on the 40:1 contended package then if all 40 users are on line at the same time each would only get about 50kbps. Notwithstanding contention on the isp’s bandwidth don’t forget there are also other issues outside their control such as the general level of net traffic.

You could try looking for advice from the Office of The Director of Consumer Affairs in Ireland. If all else fails you may be left with no choice but to suck it up and write off the remainder of the 12 months fees and move on if the service is that bad.

Howfast

[tomra01]

Hello masterofp,
I went through the exact same process about 6 months before you. I had a 3 MB 1:20 package but started noticing that it got verrrrrrrrrrry slow in the evenings. Eventually I ended up at this site, I was trying to find an ISP test which would tell me what speeds I was getting. Worst case I should have been 3MP/20 = 150 KBps, but I got 2.5 Kbps at worst (ie slower than the old dialup landline).

I couldn't remember or find a contract with ICE either, so after complaining by email and getting no reply I started keeping screenshots of the ISP test results over time. I gave it a month more, during which time I was having to get up in the middle of the night to work (I rely on broadband and work from here) and then told them that I was cancelling.

The key imho is not personalise it or get emotional; just tell them politely that you have no option, here's the evidence, so long, thanks for all the fish, etc. And (I know you haven't got this option) I went to eircom, and have had stellar speeds since, no problem. I stayed polite with Ice in spite of getting only one email back about the service, promising me that it would improve after the weekend (it didn't).

So (still with me? sorry you asked now? :-) then I gave them a month's notice and emailed them twice over the following weeks to confirm, but got no reply. I then told my bank to refuse a direct debit request if it came through, and got on to Sentinel (who collect payments for Ice) and cancelled it through them. Just as well, Ice hadn't told them. The following month I got an email from Ice telling me that the next debit would happen on the 13th, and thanking me for my continued custom. They hadn't realised that I had cancelled.

I was left with the (12ft) aerial as they didn't reply to emails about removing this either, but I got a call two months later in Jan at about 5pm to see if I'd be there the next morning so that they could remove it.

Bottom line - they are unlikely to press you on the contract, I don't think they're bright enough to have thought of a lockin or disciplined enough to try enforcing it, if they had. Quit if you have any alternative. Its a premium rate service with a bargain basement delivery.

[adamant]

I also had problems with them to, but no other provider in my area. Eventually I contacted comreg consumerline@comreg.ie Contact Jean Dwyer who should be able to help you.