BT Broadband - can you cancel renewed contract? Is there a cooling off period?

fi_s_2 · 14 February 2009 at 2:56PM

My parents have broadband with BT, the contract was going to run out in March. Recently my dad was called by BT who told him that if he agreed to a new 12 month contract he could get £2 off each month. He doesn't use the internet and knows nothing about it really and ended up agreeing to new contract - to be honest I think he was bamboozled by the BT staff.

As soon as my mum got home he told her and she emailed BT straight away to cancel the renewal (they were going to change providers). BT said it cannot be cancelled even when she phoned them.

Is this right? Isn't there a cooling off period for renewal at all?

Thank to anyone who can give me any advice!

Quentin · 14 February 2009 at 3:20PM

From what you say it seems the contract was in your Mum's name, (as she did the writing and phoning), then your Dad couldn't "renew" it on her behalf.

Tell her to write a letter to them pointing this out, and that your Dad was not in a position to renew the contract, and ask them to therefore allow her to give notice to quit the contract.

PaulK_3 · 15 February 2009 at 9:40AM

Question is who's name is on the contract. If it's your dad then smelly stuff and fan collide. If it's your mum then as above your dad cannot do anything contractually.

xxooxx · 17 February 2009 at 12:29PM

I have requested MAC key from BT as I want to transfer to another provider... I have had the phone, broadband for 12 months (I thought it was 12month contract, but apparantly it is 18 months - tho none of my statements, or paperwork, tell me this)... I did order the package inclusive of tv vision box , but cancelled the tv part, as I didnt have correct aeriel... They are now making me pay £45 cancellation fee (acceptable) but also pay monthly amount til Sept - another6 months.. As I pay £62 month, that is lot of money! If I have cancelled part of package right at the beginning, then where do I stand with keeping the contract? do i still have original contract anyway, if part of it has been cancelled?

Drunkstar · 17 February 2009 at 2:11PM

People complain because some companies insist on only talking to the account holder, now people complain the other way... :P

It comes down to if the husband in question is an autherised desicion maker, if he is (and said so) then it stands. If he isnt but said he was then (assuming he passed DPA) he committed fraud.

If he never said either way then the BT advisor was at fault.

WhichWayNow · 18 February 2009 at 9:15PM

The answer is YES. You have 5 days after the sale to cancel.
You will need to ring BT Aftersales number (which they give you while on the phone).

I know of this because I too was called Monday evening and offered a price-cut if I went in for a renewed 12 month contract. They also said that I will get an email up to 48 hours later (Which I still havent got). I've since become aware of the excellent O2 Broadband and think its time I moved.

BT Broadband - can you cancel renewed contract? Is there a cooling off period?

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