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?
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.
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.
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