Go Back   English Forum Switzerland > Help & tips > TV/internet/telephone
Reply
 
Thread Tools Display Modes
  #1  
Old 11.02.2015, 21:57
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
Moved canton but cannot cancel phone

I have searched but only found info on mobile phone contracts.

We moved canton at the end of 2014 and returned our Orange modem (which is now VTX) along with the deregistration receipt from the Gemeinde. We'd had the phone/internet service for nearly 6 years.

I'm now informed that moving is not a reason to end a contract early and there will be a 300CHF penalty unless I chose the same provider at my new address. We went with cable this time as it seemed a little cheaper.

Does moving house not even get you out of a contract here?
Reply With Quote
  #2  
Old 11.02.2015, 22:04
3Wishes's Avatar
Moderately Amused
 
Join Date: Jul 2010
Location: Bern area
Posts: 6,524
Groaned at 43 Times in 39 Posts
Thanked 9,168 Times in 4,358 Posts
3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute
Re: Moved canton but cannot cancel phone

Quote:
View Post
... We'd had the phone/internet service for nearly 6 years...
What does the language in your original contract say about cancellation? And how long was the contract duration? 6 years sounds pretty long...
Reply With Quote
  #3  
Old 11.02.2015, 22:08
Forum Legend
 
Join Date: May 2007
Location: AG
Posts: 5,402
Groaned at 149 Times in 107 Posts
Thanked 6,120 Times in 2,898 Posts
Mrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond repute
Re: Moved canton but cannot cancel phone

Quote:
View Post

Does moving house not even get you out of a contract here?
Yes. If the provider does not offer service at the new address, the contract can be broken. There may be still conditions such as sticking to the notice period in the contract.
Reply With Quote
This user would like to thank Mrs. Doolittle for this useful post:
  #4  
Old 11.02.2015, 22:14
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
Re: Moved canton but cannot cancel phone

Quote:
View Post
What does the language in your original contract say about cancellation? And how long was the contract duration? 6 years sounds pretty long...
It does say that the minimum contract is 1 year and after that it will be automatically renewed for another year. Any premature cancellation "may" result in the 300CHF penalty. I must say when I've contacted VTX in the past with a question about their service, their attitude was most obnoxious.

I can understand receiving the penalty if cancelling in the first year but after 6 years and moving house? I'm all ready to cancel 3 Orange mobile contracts out of sheer disgust.
Reply With Quote
  #5  
Old 11.02.2015, 23:11
Carlos R's Avatar
Forum Legend
 
Join Date: Dec 2009
Location: Roundn'about Basel
Posts: 7,092
Groaned at 102 Times in 91 Posts
Thanked 9,661 Times in 4,067 Posts
Carlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond repute
Re: Moved canton but cannot cancel phone

Write to the CEO of the company. State facts and that having been a customer for 6 years, are very upset and disappointed by this reaction. Explain that you will be canceling all other contracts with them too. Post the letter and see if that resolves it. Failing that, start tweeting on their site (assuming they have one). Keep it clean and free of abuse though.
Reply With Quote
The following 2 users would like to thank Carlos R for this useful post:
  #6  
Old 11.02.2015, 23:15
Forum Legend
 
Join Date: Sep 2010
Location: Neuchatel
Posts: 19,366
Groaned at 368 Times in 275 Posts
Thanked 22,374 Times in 10,068 Posts
Odile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond repute
Re: Moved canton but cannot cancel phone

Salie, is the same service available in your new Kanton? If it is, then I don't think you have a case, just because you've decided to change to a cheaper service- if it isn't, as Mrs Doolittle says, you do.
Reply With Quote
This user would like to thank Odile for this useful post:
  #7  
Old 12.02.2015, 07:17
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
Quote:
View Post
Salie, is the same service available in your new Kanton? If it is, then I don't think you have a case, just because you've decided to change to a cheaper service- if it isn't, as Mrs Doolittle says, you do.
I'd imagine it probably is available although. I had wrongly assumed that after 6 years you could change your provider if changing address. I don't even mind 3 months notice.

Quote:
View Post
Write to the CEO of the company. State facts and that having been a customer for 6 years, are very upset and disappointed by this reaction. Explain that you will be canceling all other contracts with them too. Post the letter and see if that resolves it. Failing that, start tweeting on their site (assuming they have one). Keep it clean and free of abuse though.
Nothing to lose by trying.

Last edited by 3Wishes; 12.02.2015 at 14:17. Reason: merging successive posts
Reply With Quote
  #8  
Old 12.02.2015, 09:15
Forum Legend
 
Join Date: Jun 2008
Location: Zurich
Posts: 4,652
Groaned at 152 Times in 118 Posts
Thanked 9,570 Times in 3,219 Posts
k_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond repute
Re: Moved canton but cannot cancel phone

Quote:
View Post
I'd imagine it probably is available although. I had wrongly assumed that after 6 years you could change your provider if changing address. I don't even mind 3 months notice.
why should a provider accept a cancellation if the same service is available on your new address?

on the other hand, the notice period for a mobile hone contract with Orange is one month. Obviously not the same for an internet connection.
Reply With Quote
This user would like to thank k_and_e for this useful post:
  #9  
Old 12.02.2015, 09:24
Member
 
Join Date: Nov 2011
Location: Zurich
Posts: 224
Groaned at 71 Times in 32 Posts
Thanked 137 Times in 75 Posts
profetas is considered unworthyprofetas is considered unworthyprofetas is considered unworthyprofetas is considered unworthy
Re: Moved canton but cannot cancel phone

They are right only moving to another country makes it possible to cancel the contract or if they cannot provide the service in your new address otherwise the contract still holds.
Reply With Quote
  #10  
Old 12.02.2015, 10:14
Senior Member
 
Join Date: Oct 2007
Location: SZ
Posts: 417
Groaned at 4 Times in 3 Posts
Thanked 341 Times in 179 Posts
dmarkd has earned some respectdmarkd has earned some respect
Re: Moved canton but cannot cancel phone

Quote:
View Post
I have searched but only found info on mobile phone contracts.

We moved canton at the end of 2014 and returned our Orange modem (which is now VTX) along with the deregistration receipt from the Gemeinde. We'd had the phone/internet service for nearly 6 years.

I'm now informed that moving is not a reason to end a contract early and there will be a 300CHF penalty unless I chose the same provider at my new address. We went with cable this time as it seemed a little cheaper.

Does moving house not even get you out of a contract here?
I has something similar with VTX, except not with moving house. The VTX internet contracts they took over from Orange automatically renew for 12 months - in the same way that Orange Mobile contracts used to. To cancel you need to give notice of, I think, 3 months. Or pay the 300CHF penalty. It's clearly stated in the contract, so if they can still provide the service at your new address then you're stuffed. Either you pay the 300 or give notice now and continue the monthly payments(whichever option is the cheapest I guess)

I can't imagine complaning to Orange and threatening to cancel your mobile contracts will do much good as VTY is a different company anyway. But....worth a try I guess.
Reply With Quote
  #11  
Old 12.02.2015, 10:44
Phil_MCR's Avatar
Forum Legend
 
Join Date: Oct 2009
Location: Basel
Posts: 11,481
Groaned at 246 Times in 157 Posts
Thanked 13,335 Times in 5,680 Posts
Phil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond repute
Re: Moved canton but cannot cancel phone

i wonder if there is some sort of consumer protection/competition authority in switzerland that should be looking at this.
Reply With Quote
  #12  
Old 12.02.2015, 11:07
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
Re: Moved canton but cannot cancel phone

Quote:
View Post
why should a provider accept a cancellation if the same service is available on your new address?

on the other hand, the notice period for a mobile hone contract with Orange is one month. Obviously not the same for an internet connection.
Because the minimum contract of 1 year had long since passed and there is nothing in the contract to say you must stay with the same provider if you change address.
Reply With Quote
  #13  
Old 12.02.2015, 11:22
Senior Member
 
Join Date: Oct 2007
Location: SZ
Posts: 417
Groaned at 4 Times in 3 Posts
Thanked 341 Times in 179 Posts
dmarkd has earned some respectdmarkd has earned some respect
Re: Moved canton but cannot cancel phone

Quote:
View Post
Because the minimum contract of 1 year had long since passed and there is nothing in the contract to say you must stay with the same provider if you change address.
But it's not a minimum contract of 1 year. It automatically renews each year for another year. This sucks, especially since Orange doesn't do this anymore(now 1 month), but VTX still does it for a year.
Reply With Quote
  #14  
Old 12.02.2015, 11:30
Forum Veteran
 
Join Date: Mar 2008
Location: ZH
Posts: 1,467
Groaned at 7 Times in 7 Posts
Thanked 2,230 Times in 824 Posts
doropfiz has a reputation beyond reputedoropfiz has a reputation beyond reputedoropfiz has a reputation beyond reputedoropfiz has a reputation beyond reputedoropfiz has a reputation beyond reputedoropfiz has a reputation beyond repute
Re: Moved canton but cannot cancel phone

Quote:
View Post
i wonder if there is some sort of consumer protection/competition authority in switzerland that should be looking at this.
Here's the consumer protection:
https://www.konsumentenschutz.ch/beratung/
For non-members, phone advice costs (Fr. 2.90/Min from a landline).
For members, it is free.


Becoming a member costs Fr. 60 per annum.
https://www.konsumentenschutz.ch/warenkorb/
Reply With Quote
  #15  
Old 12.02.2015, 13:59
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
In all my experience of VTX has been fairly dismal.

They took over from Orange in 2013. My connection was just 10MB but looking at their website I saw that they offered 20MB for less than I was paying. I asked if I could change and was told it was possible if I gave 3 months notice before next July and then pay an activation fee again. In other words, they'll welcome you with a better deal as a new customer only.

Another time, the internet simply stopped working. I tried a spare modem/router but nothing. Their tech support refused to help because I was using my own modem, which had been working fine for years. My only option was to rent their modem - an ugly thing with a terrible user interface. On receiving their modem, I discovered the reason it didn't work was because the line had changed from ADSL to VDSL. Nice of them to let me know. I wonder how many other people were tricked into accepting the rented modem because of this.

In contrast, in other countries I've had no problems ending home internet & phone agreements when moving or changing plans.

It's clear they've designed the contract to make it inconvenient to change provider, so as to protect their own interests. Such protectionist practices are being stamped out in many other countries and even mobile operators here are slowly improving. I don't really understand how it benefits their long term business as once a customer is tripped up by such a contract, they will most likely never return or recommend them to any one else.

The modem was returned in the original packing using the prepaid postage label which came with it. This was the Orange address but I figured it would end up in the correct place as I had no details of any other address for it's return. It was scanned at the post office and I had nothing to pay.

VTX say they did receive the modem so I am liable for the cost of this too.

Thieving b*****s

Last edited by 3Wishes; 22.02.2015 at 11:29. Reason: merging successive posts
Reply With Quote
  #16  
Old 13.02.2015, 14:45
Phil_MCR's Avatar
Forum Legend
 
Join Date: Oct 2009
Location: Basel
Posts: 11,481
Groaned at 246 Times in 157 Posts
Thanked 13,335 Times in 5,680 Posts
Phil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond repute
Re: Moved canton but cannot cancel phone

Quote:
View Post
The modem was returned in the original packing using the prepaid postage label which came with it. This was the Orange address but I figured it would end up in the correct place as I had no details of any other address for it's return. It was scanned at the post office and I had nothing to pay.

VTX say they did receive the modem so I am liable for the cost of this too.

Thieving b*****s
you should have the receipt.
Reply With Quote
  #17  
Old 13.02.2015, 14:59
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
Re: Moved canton but cannot cancel phone

Quote:
View Post
you should have the receipt.
Should. Trying to find it.
Reply With Quote
  #18  
Old 22.02.2015, 11:28
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
Re: Moved canton but cannot cancel phone

Quote:
View Post
you should have the receipt.
In this case, the postal receipt was of little use.

Orange customer care (by phone) say it's nothing to do with them and I must speak to VTX. A registered letter to Orange demanding that the modem be forwarded to VTX was ignored. Proof of posting the modem to the original Orange address, using the provided prepaid label is of zero interest to VTX.ch who simply state I returned it to the wrong address.

A registered letter to the CEO of VTX.ch went unanswered.

The final costs: 3 months extra line rental because request for ending the DSL when I moved house was sent with the modem - 240CHF
Cost of modem which had been rented for about 4 years - 150CHF
Admin fee charged by vtx.ch 300CHF

I have subsequently cancelled all 3 of my Orange mobile contracts, on their renewal date of course, for the part that Orange played in this. They still make yearly, auto renewing contracts to restrict competition, so I'm best with another provider.

Lesson learned.
Reply With Quote
  #19  
Old 22.02.2015, 12:16
Jern's Avatar
Forum Veteran
 
Join Date: Feb 2008
Location: Bern
Posts: 907
Groaned at 11 Times in 10 Posts
Thanked 1,091 Times in 470 Posts
Jern has a reputation beyond reputeJern has a reputation beyond reputeJern has a reputation beyond reputeJern has a reputation beyond repute
Re: Moved canton but cannot cancel phone

I guess there's no requirement to pay the CHF300 unless this exact admin charge was explicitly mentioned in the contract you signed (if it's only in their terms and conditions, this probably doesn't count).

It is unfortunately the case that Swiss law permits automatically renewing contracts with this kind of one-sided conditions. And companies make a huge of money out of them - not primarily through cancellation charges, but mainly because of their trapping effect on customers. They also place a huge hurdle in the way of market entrants, because they make it much more difficult for an aspiring entrant to acquire customers. This is why the established players in a particular market tacitly conspire to continue with the status quo instead of, as Orange and Aldi have done, to start rocking the boat.

Although anti-competitive practices have been outlawed since 1986, and cartels since 1995, there is still a huge inertia in the customer-facing practices of Swiss businesses. The worst culprits are insurance, gyms and phone/internet providers. But the situation will not change unless the barriers are dismantled which effectively discourage foreign firms from competing in CH.

It is surprising, but most Swiss people just seem to accept that this is the way business works. It's only foreigners and other fly-by-nights who are affected by one-sided cancellation conditions, so what's the problem? Why should you want to move to a different canton, anyway? It just creates hassle for everyone, including your internet provider, and it's unnecessary. You should be content to live out your days in your allotted Gemeinde, using the same internet provider year after year. It's the recipe for a safe and stable society.
Reply With Quote
This user would like to thank Jern for this useful post:
  #20  
Old 22.02.2015, 13:01
Senior Member
 
Join Date: Jun 2011
Location: Nidwalden
Posts: 432
Groaned at 40 Times in 13 Posts
Thanked 446 Times in 186 Posts
salie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputationsalie has an excellent reputation
Re: Moved canton but cannot cancel phone

Yes, in the contract it explicitly says Orange "may charge 300CHF" if cancelling before the minimum 12 month contract period. I naively assumed that this minimum contract period had passed after the first 12 months.

I can totally understand firms protecting themselves against people cancelling after very short periods, as the administration costs of setting up a service or contract, then becomes significant.

For our mobiles, we switching to Mobile One, which looks like a very reasonable alternative.
Reply With Quote
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Bet365 !!! can deposit but cannot withdraw money TradeTicker Complaints corner 30 06.07.2014 17:00
iPhone 4S - suddnely I cannot make or receive phone calls! Riitta TV/internet/telephone 6 28.03.2012 18:12
Recently moved to Schaffhausen canton Turboff Introductions 3 16.08.2010 20:58


All times are GMT +2. The time now is 06:08.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2016, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0