I don't want to name the provider so have referenced them as Provider. The following has happened to me and I want to know where I stand legally. This has happened in England (UK).
In December 2015 I moved into a property I had purchased. I ordered a phone line and fibre optic broadband package with Provider. This had an 18 month minimum term contract. Upon expiry of the contract it operated on a month-by-month basis, i.e. there was no further contract period. As long as the bill was paid the service would be provided.
I paid my bills on time and in full without any issue. The 18 month period came to an end, and I didn't enter into a new contract.
In July 2019 I phoned Provider to ask if the monthly price of my package could be reduced. I asked if I could have the landline removed and keep the broadband.
The man I spoke to said he could reduce my bill from about £50/month to £32/month. At no point did he mention the word "contract". He said he could do this whilst I retained the same services (phone included) and actually increased the fibre speed up to 150 Mbps, from 100.
I have sold my property and am moving house. I therefore phoned Provider to request my services be moved to my new address.
Provider cannot provide services at my new address (fibre is unavailable).
I was told I'd have to pay nearly £200 to end my contract.
I explained I was unaware I was in contract, due to the reasons specified above.
Their response is that when I accepted the £32/month deal it was a new 12 month contract. They said they had sent me details of this via email after the call. I have never received this. However, irrespective of whether I did, I feel this is bad practice as I explained the man on the call in July didn't tell me I was starting a new contract.
Because I am moving out of my house I have proceeded with the cancellation, and therefore £200 disconnection fee is due to be taken from my account at the end of December.
I spoke to someone to complain but they wouldn't budge.
Is there anything I can do? Or do I have to accept this as my own fault?
My assumption was that the man on the call in July was genuinely trying to give me a better deal. Because he didn't say anything about a "contract" specifically I assumed everything would operate on the same basis, except the reduction in price.