ISP has not billed me for 12 months. What next?

P

Pommy99

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I have been with my current internet service provider for about 2.5 years. 12 months ago, I contacted them to remove some services from my contract. As there was a change to the monthly charge, I provided them with my bank details so that they could create a new direct debit (even tho it was exactly the same bank a/c as previously). I promptly received a letter from the ISP confirming that the DD had been set up. About 4 months after that, I received another letter from the ISP telling me that due to their own error, I had not been billed for the last 4 months' service. The letter assured me that I would not be charged for the 4 months, and asked that I resend my bank details so that the DD could be created (and said if I did not comply, I would be disconnected). I duly did as requested and provided bank details for the DD, and have enjoyed uninterrupted internet service ever since.

I have just done my annual "financial audit" and now notice that the ISP still hasn't set up a DD so, in effect, I have had free broadband for the last 12 months.

I am about to contact them and notify them of their error, but, I'm wondering what they are likely to do with regard to the last 8 months' unpaid service. Is it unreasonable of them to ask me to pay the amount I owe as a lump sum? And am I within my rights to pay the amount owing in installments?

Thanks for any advice - I'd rather phone them fore-armed with information regarding my payment rights.
 
Had a similar situation woth my phone provider for 6 months. When they stumbled on their error, they asked me if they could bill me the calls over the 6 months and waive the rental charges (€150). After a milliseconds thought, I caved in and agreed.


Sweeeettttttt..........
 
I don't think it's possible to say that you have any particular 'rights' regarding how the outstanding payments should be made. The fact is that you owe the money regardless of how the ISP (or the Bank) messed up the DD. OTOH you are being good enough to draw the matter to their attention and it is their fault one way or another that the error wasn't picked up before now. It could have gone on for much longer.

Based on the fact that they themselves waived a payment once before I'd say there's a good chance they'll be more than willing to come to some sort of arrangement with you.
 
I had a similar problem with an Irish Wireless ISP, they didn't charge us for 6 months, and then took the amount owing all at once, without contacting us once in the 6 months (and we hadn't noticed the problem). Apparently it was their policy not to send letters to customers, and they'd had problems with the direct debit. They just kept trying every month, until they got it right. Thankfully we had some extra money in the account, just for that sort of reason!

We got no compensation from them, but they didn't charge us any interest or late charges, as it wasn't our fault. We've since switched to BT and are having new billing troubles!
 
Had a similar experience which went on for +2 years. Have since moved and for all I know the new tenants are still getting it free.
 
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