Thanks whatamess, best wishes for the New Year.

I would just like to add, as I'm awaiting a similar threatend court action, a big well done to CAG supporters, advisors and whatamess for this great triumph. I got fairly emotional when I read the good news, it's gone some way to restoring my faith in the balance of power to the people vs the corporation and inspired me to feel less anxious, giving me hope and courage to fight mine.

Hi Dong, In short, I complained to Trading Standards (see above posts) about the illegality of it and a short while later was pleased to see the car park was changed to a pay and display system. I chose to ignore their (illegal) demands for money and after the second letter, have heard no more so can only assume their threats were bluffs and had no legal right to demand payment. HTH

It is more expensive to pay non-direct debit (I really am working on a very strict budget unfortunately) and I was warned not to cancel the DD as it'll incur a non-payment charge as dispute of amount is no excuse not to pay, according to their T&C's.

They have charged me for a service that is supposed to be free for six months. It was agreed on the phone (point of sale) and stated in their follow up letter that it is free for the first six months.

Hello, could someone give me some advise please? I cannot afford to loan money, my ISP want more than I have budgeted for (more than we agreed) and they tell me I cannot refuse payment if it's in dispute. This sounds like an unfair contract, which I'm sure there is a law about? What should I do? I have asked them to adjust the bill and they are looking into it but I suspect they will, at best, credit my next bill and therefore effectively demand I lend them money which I simply don't have. If I allow the DD to go through, I'll go overdrawn and incur bank charges. If I don't allow it, I'll probably incur non-payment charges from my ISP. Please advise as time is of the essence.

I recently undertook trials to reduce my water consumption and am pleased to see I was only billed £6 for water and £11 standing charge (£17 total). This is a lot lower than I'm used to saying so my experiment has paid off. I expected the soon to follow sewage bill to equally low, but no, it's more! I'm billed £9 for sewage disposal and £21 for standing charge! I agree with the OP, it's not on. Even more painful is I live a mere 2 miles from the stink farm! Is there not an alternative, lower cost service I can request - I considered calling them for advise but doubt it'll do any good as no company wants to reduce it's income, do they?

Hi Geoff, I chose pipex mini which has a 30gig limit with extra charges per 10gig over and it's suited me fine so a 40gig limit shouldn't be a problem for my use. To be honest, I don't use the landline much anyway, not sure why I mentioned the call costs and no, I have no need for tech support. While I don't like to be tied into any lengthy contract (who does?), I've no real choice in the matter. You say you wouldn't entertain 18 months yet aren't you signing up to a new 12-month contract with Pipex's new package? There's no difference in my book as it's the first few months that really count IMO. I did contact Pipex CS to query their letter's contradictions and got clarification that it is misleading. I was told they've had many calls about that - no surprise there. When I asked for my MAC code, I wasn't offered any discounts or sweeteners to stay probably because I'd made it clear I'm not willing to accept the new price and unless I can remain at the current price, nothing will convince me to stay. I've now got my MAC code and will be watching/researching my options closely in the next few weeks. Good luck with your new package.

Well, well, look what junk mail brought me today - an advertisment from Talk Talk who seem to be offering an identical deal to Orange's latest - BB for £6.99 + Line Rental (£11.45).... and their free calls include 0845 & 0870 numbers which I don't believe Pipex Homecall do. AND their customer support number is free. Seems the competition is getting stiffer and Pipex were lying through their teeth - they're worried about the Churn Rate as people will leave to get a cheaper deal. A new 12-month contract would certainly stop customers leaving, wouldn't it? Makes me wonder if even cheaper deals are forthcoming in the next few months... No doubt there'll be bad reviews about Talk Talk too but as I say, I believe in the "suck it and see" approach rather relying on internet complaints as, having been an IT pro myself, know only too well most IT problems lie between the desk and the chair. It also helps me as I never need technical support to tell me how to make sure it's not my own equipment causing the problem. Thanks for your advice and suggestions, every bit of info helps though I can't agree Virgin Media have a poor record. I used their PAYG for several years followed by their ADSL for 2 years and I can't fault them. My sister's been an ADSL customer for about four years and she's only had one issue with email not working one day (they were migrating their servers I think). My Dad's been an ADSL customer for just as long and never had a problem (and he can create problems out of thin air!!) and is now a cable customer who I admit, has recently complained about a half-days outage to his TV service (but didn't compliment them for compensating him with the equivalent of two weeks free subscription).

Thanks for the advice Geoff and yes, I should have "researched" orange before I make a final decision but with the internet, you can find unhappy customers for just about any service. Finding an accurate, up to date and balanced review of a service is nigh on impossible IMHO. Finding one for evolving comms companies? What chance? Initial research shows the complaints are mostly about Orange Customer Service but that's common across the board since the call-centre outsourcing became big business in India. I would be happy with 4Mb as that's the fastest I've ever got from ADSL anyway. My method is try if for myself and if they don't give me the service I'm paying for, I won't pay them anymore. I believe I'm protected in law against unfair contracts no matter how long the term.

You have to have a phone line to get the ADSL service. In my case, I rent the line from BT and pay Pipex for both my calls and the broadband. Similar when I was with Virgin - BT for the line rental and the phone calls, then pay Virgin for the Broadband. However, Pipex will be raising my subscription by 50% so I'm leaving them and going to Orange Broadband. Their deal is rent phoneline from Orange (not BT), pay for calls package and broadband - £20 all in! Existing Orange customers can probably get an even better deal which might convince me to drop my PAYG mobile and take up an Orange SIM.

Coincidentally, I got an unsolicited email today advertising Orange Mobile's broadband offer and it works out about the same price I'm currently paying for a slightly better service! As a result, I called Pipex CS to first comfirm the letter is contradicting itself about the "do nothing to keep existing service" and more interestingly I was told the reason for the price hike was to bring us Pipex customers inline with the Tiscali customers who obviously pay more and aren't happy we pay less. This is quite different to the excuse I was given previously by the retentions dept - that the price rise was due to BT upping their wholesale prices. So, I've now requested my MAC code and will be joining Orange next month unless I can find an even better deal in the meantime. Funny how I have to keep changing providers in order to keep within my budget. Ditto for my car insurance - every year my renewal is substantially more than fresh quotes. ie I just paid £140 when my previous insurers wanted £209.

I fear it won't unfold as you say MrShed and that I'll simply be transferred to the new package and billed accordingly. Only when it (whatever is really planned) happens will I be in a position to decide my next best move. geoff1248, I think you'll find most providers try to bribe customers not to leave once they ask for the MAC code. 2 months free is not an incentive to me and certainly not worth signing a new 12 month contract for which brings a 50% price hike. I'm still waiting for my free internet for all from Mr T. Blair, anyone know when I'll get it?

As you can probably tell, I'm of simple mind and of little knowledge of law so please bear with me and try to answer my specific questions if you can. I think we all agree a contract HAS to be agreed by both parties otherwise it is not legally binding? Yes? To circumvent this, I notice clauses are added to such contracts giving the provider the right to change terms and conditions as and when but surely that's too open-ended and just ripe for abuse that there must come a point (a limit) that certain changes can NOT be legally binding without explicit consent of all parties or at least can be successfully challenged in court? A price rise is something we've all come to expect and is considered a change of term and/or condition but I don't see this letter merely as notice of a price increase, this is a complete change in package, not a change in a term or condition of my original contract. IOW, I view this as the provider cancelling my contract (and I believe this was confirmed in an earlier post?). Ergo, I have no contract as of 1st March. Yes? This letter then appears to imply that simply by them writing to me, I am accepting a new contract (another contract) for a new package to which I must pay a 50% increase with no benefit to myself. The fact it is also enticing me to sign up to a new 12-month contract by offering two free months is, IMO, proof that it's a new contract. Yes?

I know how to cancel my existing contract but I haven't been given an option to reject this upcoming change (that I can see), which is why I demanded it be recorded on file that I don't agree/accept the new package terms. Are you seriously suggesting that their letter is all a court of law needs to see to say, yep, that was legal - you gotta pay?

Well I'm astounded that simply sending an unrecorded letter stating changes in contract are considered binding without consent, if this is what I'm reading here?!

Perhaps I'm not making myself clear? I have a letter stating they (Pipex/Tiscali) will change my service (at a higher cost with no clear benefits to me). AFAIK, this is not legal but their letter and the staff I spoke to on the phone implies that it is. The letter also implies I should "do nothing" to keep my "existing service" but a telephone conversation clarifies this to mean I will be upgraded automatically if I do nothing. Again, isn't this illegal? I would prefer to "do nothing" and keep my existing package but knowing how such large corporations work, doubt this will happen. I therefore asked, via telephone, it be noted on file that I do not agree to the new terms and conditions. Again, I was told "there's nothing we can do" and that I have the option to cancel. If it transpires my wishes are ignored and my lack of action is regarded as acceptance, shown by a new DD charge of £14.99 where do I stand and what are my options?

ashmk: Your case may be different as I was told doing nothing is accepting the new terms and conditions. Please let me know what happens. I'd like to know if it's legal, either way. geoff1248: I would advise caution on your approach (see above). In my first post I said the term "existing service" is ambiguous, because I feel it could mean "any service" from Pipex rather than my "existing package". But please do stay in touch and let me know how it pans out. Mark_Blackpool: Yes, I have the option to cancel my current agreement giving them just one month's notice as I've been on this package for about 2 years now. But is it not the case that changing the terms and conditions without both party's agreement is a breach of contract? For instance, if I wrote a similar letting telling them I will be "upgrading" my package agreement to make it a (better value) subscription and from the 1st March I will only be paying them £0.99 per month and if they don't respond it's accepted? That can't be legal can it? If so, I've got a lot of such changes I'd like to make to all my service agreements. If you consider, by their own admission, they will be taking me off my Mini-Pipex package putting me on a Up to 8Mb Package, aren't they effectively cancelling our old agreement? (I've told them I don't agree to the new package and made sure it's noted on their file). And if so, surely there's nothing for me to cancel? I may be splitting hairs but I'd like clarity all the same.

I guess altering ISP contracts has been covered before but my searching skills have not brought relative posts to my attention so I apologise if I'm repeating old posts. My contract with Pipex, according to a letter I received from them today, is to be altered on March 1st and with it comes a 50% price increase (current package cost me £9.99) and I quote; "From 1st March your package will be: Up to 8Mb package Pipex Hometime New monthly subscription price £14.99" "And if you sign up for another 12 months on this new package we'll give you Your First 2 Months at Half Price" On the rear of the letter, in a box Titled; "Some of your questions answered" it reads;- "Why is my tariff changing?" "... Following such a review were starting to move all our customers to up to 8Mb broadband packages......These changes have, in some cases, also required a review of package prices" "What do I need to do?" "If you want to keep your existing service you need to do nothing at all, and remember to get 2 months at half price, just sign up to the package overleaf for another 12 months. Call 0800 542 6538" "Do I need to change my direct debit details?" "No, your direct debit details will not change in any way - we will continue to apply to your bank for payments on the same day of the month as always." AFAICT, there is no benefit to me and I am not willing to pay the increased charge so I'm certainly not calling them to sign up for another 12 months but I did call them to let them know I don't want the new package to which I was told "There's nothing I can do, you need to cancel" I'm confused because it says my package is changing on the front, yet on the back says I need not do anything if I want to keep my existing service. This is ambiguous. It was advised I call their customer support but being an income-generating number, that's not for me nor my budget. I'd like to do nothing and keep my existing package (Pipex Mini @ £9.99) but I fear come March, I will be charged £14.99 and all the potential inconvenience that goes with straightening it out. Where do I stand, legally? AFAIK, Pipex intend to breach our existing contract by changing me to a differently named Package and increasing the price?

I don't know the true facts but I got the impression that DVLA can seize cars on private land, despite it being SORN. Please tell me I'm wrong! The story I got was a SORN'd car was stolen and then dumped in a car park that is privately owned. The police said the DVLA contractors were acting legally because "any land considered to be vehicale accessible to the public" private or not is fair game. The victim is facing a removal and storage fee and had to agree to it being scrapped! My car has been SORN for a few years now as I work on it when I can but it is parked on private land owned by a housing association - my landlord. What worries me is this car park is shared, signed as saying "For the use of residents and visitors to...." which just about anyone and his dog uses for their own selfish needs including people using the shop next door, residents from neighbouring roads etc. So is my car at risk? I don't want to make formal enquiries in case it brings attention.

I suppose I should ask for an overdraft facility to avoid future charges. Under what legal argument can I claim they are punitive unfair charges? I'm all for writing a letter but have no idea how to compose one.

Wino, that's a fair post and I'm not offended in the least - I'm well aware of my faults, (to err is human) and it is this that's frustrating me along with the fact I struggle to pay my bills. What would you advise a disorganised half-wit like me to do as I'll surely forget to make daily entries on home accounts sheets? Add to that I simply don't have enough money to go round? I've just got a letter from my electric supplier advising me I'll have to either increase my monthly DD or pay a lump sum to cover my usage. So it looks like I'll have to stop using electric, telephone, internet etc. It's scaring the hell out of me when I read reports that energy prices are going to increase immensely in the near future.

Hmm, no-one interested? Have I brought it on myself? What I'm having trouble reconciling is the bank - for a £25 fee - made a decision to pay my DD's without sufficient funds to cover them, presumably knowing that will incur £5 a day penalties. Presumably also knowing that even if they were courteous enough to send me a letter, it would not be delivered over the weekend. Presumably also knowing that even if I did discover this shortfall, the bank are not open on Sundays and the earliest I can pay is Monday. In fact, I'm 99% sure I did top up my account on Monday, it's just the statement doesn't show it in the account until Tuesday and I destroyed the paying slip.

UPDATE: I answered a call from Westcott and eventually the lady said she "doesn't like the way I'm talking to" her (I was tolerant though blunt, refusing to answer security questions and not recognising any debt I have with Barclays) and "I'll have to hang up" to which I asked "Ah good, does that mean you won't call back?" and she replied "I didn't say that". etc. etc. Anyway, a little more yes you do, no I don't arguing and she said her goodbye. A letter from them next, listing what they could or may do etc - of which one is doorstep caller. Next letter is more decisive. My case has been passed to the collection department and I should recieve correspondence from them to arrange a visit. Oh joy. Suggestions welcome. Tea and cakes or mad dog? At home or unexpectedly had to go out? Speak in a foreign language or hurl abuse at them?

And today I discover I've been charged £5 per day (four of) for each day I was in the red - another £20 fee! I was not made aware of this when I discussed the review fee but today I learned how it all happened. When the DD's appeared and my funds were insufficient, it "goes to a review" clerk. Ch-ching, £25 please. Second DD failed, off to the review clerk also. That (those) clerk(s) then make a decision, in my case to pay (or not) the DD which put me in the red. This was a Friday 28 October. So, I assume, ch-ching £5 1-day overdraft fee. Come Sunday, ch-ching £5 overdraft fee. Come Monday, ch-ching £5 overdraft and come Tuesday 1 Sept, when I pay in £100 to cover it, ch-ching £5 overdraft fee. Someone help me please, I'm confused as hell. This can't be right can it? The Overdraft Fee is shown on the back of the statements but I don't have an overdraft. Then I see in the print the fee covers --- Overdraft or unathorised Overdraft.