I applied for First Utility WiFi in January 2019. I thought it would take the standard 10/14 days for my line to be activated. Instead it took 4 weeks. The WiFi didn’t activate on my phone line, instead it for some reason activated on a shop next door to me, leaving the shop without internet and myself. I rang up immediately and cancelled my WiFi, as it was incompatible to my address. All was fine. Then comes April 2019 and an email about a missed payment. I ring up and ask why is there a missed payment the contract was voided the day it was activated. The callers response was simply “if you don’t pay it then we’ll send collections for a £150 cancellation fee.” Was on the phone for hours being told this over and over again, and told I don’t have proof I cancelled. Next morning I rang trading standards who gave me advice. I rang first utility again and said first of all, I don’t need to prove I cancelled it as the burden of proof falls on you, the provider. I requested durable copies of EVERYTHING. I quoted “If a provider can’t or hasn’t provided you with their service” then that’s a breach of contract. And I also raised questions as to why I wasn’t forwarded to Ciff or any other broadband dispute company when I initially rang, and instead told to just pay up. I pointed out that this breach of contract takes my cooling off period goes from 2 weeks to 12 months, and that I am not liable for any cancellation fee. They were adamant I needed to pay the £150 cancellation fee. So then I informed them of my cancellation rights, they have 8 weeks to do the aforementioned and if they failed it would go from a civil matter to a criminal matter and that trading standards were going to help me resolve this. I also questioned the unlawful threats of bailiffs, as they need to at least threaten me with court before the bailiffs who cannot turn up at any joe bloggs house without a county court order. After I railed off these points they rang me back and said they were happy to drop any cancellation fees. I informed them that they’re legally obliged to do that, whether they’re happy to do so or not. It’s really fortunate that I am not a vulnerable person, as clearly this shocking company thrive of exploiting people. All customer service skills I experienced were appalling, the only helpful member of staff was Magda and that’s because I had facts written in front of me. Back to sky WiFi it is.