I'm not even sure if the company we were moved to is the new provider or the previous one, but I have dealt with both. I was switched from a previous provider and emailed to inquire if there were any additional steps needed during this transition, as well as to request help adding new tenants. I was informed there were issues on their end with migrating our account, and I would receive a confirmation email allowing me to adjust the package for the new tenants. I never received that email and instead received a bill for a package I wasn't informed had been set up (still no option to add the new tenants). Fortunately, the funds weren't immediately deducted from my account, and due to the prolonged 'setup', we found a better deal with a different company. When I emailed again to cancel this package, I was told I couldn't and that I was in a contract, and would need to cancel directly. Fast forward over a month and a half, and while they attempted to call me a few times, I had a broken phone and missed those calls. Now I'm told I owe a £764 fee covering a year's broadband, despite being with another company, plus a £200 'out of cool-off period' fee, and there’s still no option to add tenants if we were still with them. I cannot afford this as a struggling student.
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