ADVICE PLEASE BT broadband contract problem!!!

juliag

On saturday we rang bt to find out how to get broadband , we were offered a deal but told we would have to have a contract for a minimum of 12 months, we said ok in principle expecting written details to come through the post. on monday a broadband modem arrived in the post and today a bill for 25 pounds, since saturday we have realized that the deal on offer is not the best we can get, have tried to ring bt today, kept on hold for 25 mins and now told cant cancel they are taking it as a verbal contract and if we dont pay will involve debt collectors, this is for something that we have not even had yet!!! is this right, surly when we expected details in writing this is when we sign and the contract becomes valid all advice welcome julia

Northernbird_2

As far as I know you should have a 7 day cooling off period for something you agreed to over the phone. I negotiated with BT a couple of weeks ago, and part of the deal was to agree to another 12 month contract. They told me over the phone that I had 7 days in which to change my mind.

You should be able to return the modem and cancel the agreement providing it's within 7 days. Send it Recorded Delivery, and whilst I don't have the actual law details to hand, you should be able to find them and quote them in the letter.

It sounds like the agent may not know the ins and outs of the rules.

Xbigman

There is almost certainly a cooling off period. It should come under the distance selling regulations. However, you phoned them rather than the other way around so it is not clear cut. Personally I would send it back and refuse to pay BUT if you do you will not be able to switch to another broadband provider (especially not on a BT landline) until this is resolved.
Regards



X

SkippyB

Hi

As a former BT Customer due to this very problem, i'll help you with a little piece of advice. Dont listen to them. They are well aware that their deals come nowhere near anything else that you can get from other companies.

I phoned to enquire about their Broadband and was sent a £800 business modem and then they tried to charge me £200 a month for the priviledge. I never asked for it, I didnt want it and I never made any sort of contract with them. I purely spoke to an advisor for information.

BT customer services are abysmal. Yes you do have a cooling off period. Call them and ask them to collect the modem within a reasonable time scale. I did this and told them that should they not collect it within 1 month at my convienience, I would sell it. Lo and behold, 3 days later they collected and all charges cancelled.

Because of the farce I had to go through, I also cancelled my land line as they were trying to put extra charges in this for services that I never asked for.

Be tough with them, they know that they are in the wrong!