Hello,
I am writing this post as a request for help from Tango Customer Services, and also as a warning to Tango customers who might want to leave Luxembourg before their contract ends.
My wife and I moved to Luxembourg in May 2022. When we moved we knew that we were unlikely to be here for long, so we made sure to find an internet contract that would allow us to break the contract without fees if we needed to move away. We chose Tango since they offered this, and we also received email confirmation from Tango that if we left Luxembourg before our two year contract ended, we could terminate it without fees.
Well, now the day has come - we are leaving Luxembourg 6 months early, and we're being told that we must pay a fee of €960 to cancel! Tango themselves don't seem to know what's happening - some of the agents we have spoken to say that we won't have fees to pay and other say we do, and are quoting a change to the terms and conditions in November 2022 as the reason (which we neither saw nor accepted).
Has anyone experienced this?
Tango - please confirm that my contract will be cancelled without fees, given that the contract I signed allowed for moving away as a valid cancellation reason. In no way did I indicate that I accepted the changes to terms that you claim to have inserted, and your flexibility was the reason we decided to go with you in the first place. I have seen precedent on this forum that has resulted in a favourable outcome for the customer, so I hope we can reach the same conclusion here.
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