Not sure if this is the right place but I’m proper frustrated. I signed up for Nexora fibre in March, the install got pushed back twice, then the engineer said they couldn’t complete it because the old line is a mess in the street cabinet. Fair enough, things happen. But now I’ve cancelled because I’ve had enough and I’ve been hit with an early termination fee of £184.72.
I only had service for about 5 weeks and half of that was waiting around. Is that really right? I rang support and got told "it’s in the contract" but that doesn’t feel fair when the install never worked properly. Anyone had this before?
Hi Kieran, I’m sorry this has been such a drawn-out experience. I can take a look at how the early termination fee was calculated, but I can’t see your account details from the forum.
If you’re happy to continue here, please send just the first line of your address and your postcode by private message, and I’ll check whether the charge reflects the remaining minimum term or whether there’s an install-related adjustment that needs reviewing.
Just to add, if an install is cancelled before activation due to a provisioning issue, the early termination fee can sometimes be adjusted, but it depends on the exact order status and whether any active service was delivered.
If you’d rather not post details publicly, a private case can be opened and we’ll review the timeline, engineer notes, and billing. I can’t promise an outcome here, but I can say the fee isn’t automatically fixed if the delay was on our side.
I’ve already done the private message thing to support and got a copy-paste reply saying the cancellation fee stands. That’s what’s annoyed me really.
I’m not trying to dodge paying for something I used, but 5 weeks of nothing working and then nearly £185 to leave? Feels a bit off.
Worth asking for the case notes and the exact cancellation date. Sometimes the fee changes depending on whether the account was cancelled before or after the minimum term started properly.
I’ve marked this for staff attention as it sounds like there may be a service-activation issue behind the cancellation charge. Please keep personal details off the thread and continue via private message if requested.
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