Cancelling BT if their price changes make a material difference to you.

utilitybroker · 29 January 2010 at 9:26PM

If BT,s new price plans make a material difference to you heres what they say in their t&c.

Sometimes, we will need to change the charges and the terms and conditions of the service. We will publish details of all changes online at www.bt.com.
We will also let you know about a price increase or a change to the terms and conditions that we believe is likely to cause you material disadvantage at least one month before it happens. We will let you know about other price changes and changes to the terms and conditions with your next available bill or by an alternative method if this is simpler.
For changes we need to make to meet legal and regulatory requirements, we may not be able to meet the timescale detailed in paragraph 46. We will let you know about these changes as soon as we can.
If we have made a change which is to your material disadvantage, you will not have to pay a charge if you decide to end your agreement early, unless the Tariff Guide says otherwise. However, once we have told you about such a change, you must let us know that you want to end the agreement within 10 days.

http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=13408&vendorid=SE7&s_cid=con_ppc_zedmedia_vidSE7_Calls+and+Lines

Justino_2 · 1 February 2010 at 9:04PM

Watch out though, they don't give in easily. They told me I couldn't end early. When I mentioned material disadvantaged she just ignored me. I suspect they will try and argue it out and drag it out for over 10 days to get past the cut off date.

utilitybroker · 1 February 2010 at 9:18PM

Justino wrote: »

Watch out though, they don't give in easily. They told me I couldn't end early. When I mentioned material disadvantaged she just ignored me. I suspect they will try and argue it out and drag it out for over 10 days to get past the cut off date.

Regardless of whether they initially agree with you or not,providing you apply within the 10 day period you meet the T&C, its then up to you to argue the toss with them where appropriate.

Justino_2 · 1 February 2010 at 9:31PM

Don't worry, I am, I just posted my experience up so others will know what to expect.

utilitybroker · 1 February 2010 at 9:35PM

Justino wrote: »

Don't worry, I am, I just posted my experience up so others will know what to expect.

Glad to here your going to fight your corner.:D

digp · 1 February 2010 at 10:51PM

The 10 days seems an unreasonable period of time. BT are behaving like shysters.

Mark_In_Hampshire · 2 February 2010 at 12:56AM

Justino wrote: »

Watch out though, they don't give in easily. They told me I couldn't end early. When I mentioned material disadvantaged she just ignored me. I suspect they will try and argue it out and drag it out for over 10 days to get past the cut off date.

Firstly it is not up to BT to "let you cancel". That's not how it works. You notify BT that you do not accept the change to the terms. This needs to be in writing, otherwise you have no proof that you contacted them (as per the above: you only have ten days). DO NOT PHONE THEM.

If by post, you need to send recorded delivery. If by email and not acknowledged, they may claim they did not receive it. So, by POST it is.

Make clear you do not accept the change and offer the opportunity to continue on the previously agreed terms. This puts the ball back in their court, not yours. Or, they can cancel.

medic1978 · 2 February 2010 at 1:55AM

Anybody had any luck with this?

What's the best way to make contact? Email? Letter? Or both?

Thinking of getting out of my 12 month rolling evening and weekend plan 9 months early. Does anybody have any template letter?

Thanks

iblametheparents · 4 February 2010 at 11:13PM

I sent this email

"Thank you for your email regarding the change to my contract terms and conditions.

I do NOT accept the changes to the terms and conditions, namely the change in off-peak hours.

I am prepared to offer you the opportunity to continue my service on the previously agreed terms and conditions.

I look forward to your reply."

And got this in reply...

"Thank you for your email dated 02/02/10 regarding the change in calling plan.

I understand that you are not happy about the change.

I can confirm that I have escalated this matter to our Feedback Team, who will look into this matter and undergo the research.

I would also like to inform you that the UK landline telephony market is one of the most competitive in the world and so we have to continually adjust pricing in order to stay competitive. BT has market leading prices. BT continually monitors its prices to ensure it remains at the forefront of the market and offers the best value for customers. Whenever we make decisions about price changes we always survey with customers in advance to provide better service to customers. I would like to inform you about the outcome of the survey:

• Our research shows that two thirds of our customers prefer to make calls after 19:00 hours.
• Our usage analysis shows that our customers spend longest on the phone between 20:00 hours and 21:00 hours.
• Our daytime and evening pence per minute rates are still some of the most competitive in the market place.
• In order to avoid this change, I request you to sign up to our Unlimited Anytime Plan.

While going through your account, I found that you are on the best option with Paper-free billing and Direct Debit; therefore, you receive a discount of £1.25 including VAT per month and will be exempt from Payment Processing fee of £4.50."

bear_and_tiger · 5 February 2010 at 5:04AM

my gilfriend got a letter telling her of contract end and when she rang up same day she was told that she couldnt cancel the new 12 month contract she d entered into when she said she didnt enter into a new contract bt said theyed sent a letter advising her she had she recieved no such letter and now shes locked into a contract she can neither afford or want !!! i used to be a customer of bt and would NEVER go back to them - however much they send me postcards asking me to come back - ive lost all interest in them period !!!

gsc · 5 February 2010 at 10:58AM

I've managed to terminate a 12 month rolling contract mid-way through.
More details in this thread: http://forums.moneysavingexpert.com/...2161401&page=7

You need to do this quickly if it's coming up to the 10 days since they notified you
1. email BT to state that "The change in terms from April 1st will materially disadvantage me as I will have to pay for calls between 6pm and 7pm where I currently do not. As per clause 48 of your terms and conditions here: http://www.productsandservices.bt.co..._popupid=13408, I would like to terminate this contract without charge.".
If you don't get an email reference (or you want to be doubly sure) , follow up with a written letter sent recorded delivery.

2. Wait until they call you back, or if you do call them, tell them you want to cancel your service and ask specifically to be put through to the customer options department.

3. repeat the text from your email, stating clause 48 in their terms and conditions :
"If we have made a change which is to your material disadvantage, you will not have to pay a charge if you decide to end your agreement early, unless the Tariff Guide says otherwise. However, once we have told you about such a change, you must let us know that you want to end the agreement within 10 days."

4. Repeat step 3 until they submit.

good luck

Cancelling BT if their price changes make a material difference to you.

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