I live in a rural area wheer I can't get broadband, so I got ONSPEED but stopped using it soon because with the bad picture quality you may just as well not browse the web at all. However, when I signed up for a years contract I wasn't fully aware that auto-renewal is a mandatory service.
Yesterday I received an email reminding me that the auto-renewal is up, containing the following: "If you do not wish to renew your ONSPEED account, please call our Customer Services team on 08707 58 58 59 [...] From outside the UK, please call: +44 8707 58 58 59. " and further "Please note: to cancel your automatic renewal, you must call ONSPEED. Requests via e-mail, fax or post will not be actioned."
I wonder if it is legal to stipulate that written cancellation will not be processed, not even via mail. As user of an online service I find it outrageous that:
- auto-renewal is mandatory, not an option
- even though ONSPEED provides online user accounts, they don't include an option to cancel the service
- you are only notified via an email address that you gave out a year ago and may by now be obsolete. A Google search showed that other users too got automatically renewed, because their address was obsolete and I just luckily spotted the email before the spam filter deleted it.
So far it is really about bad customer service, although it smells like they try to trick you into overlooking the renewal and making you stay because it is too much hassel to cancel. However, almost as if they know there is something fishy and expect customers not to know that they signed up for auto-renewal they also include the following in the renewal email: "Automatic renewal is covered within ONSPEED's standard Terms and Conditions."
But when I looked up the terms and conditions I found the following:
"11.5 You may inform us in writing (including by email) at any time that:
(a) you wish to stop using the Service immediately; or
(b) you do not wish to use the Service after the end of the Minimum Period or the then current Additional Period as the case may be."
Which is clearly contradictory to stipulating that written cancellations will not be processed.
I would be really interested to know if that auto-renewal email is legal. It certainly is a nuisance.
You find the terms and coditions at [
www.onspeed.com]