trying to cancel with BT- really bad service

little_star_4

i dont know if this has been written about, but i have tried looking, and maybe someone can point me in the right direction...

my boyfriend and i have just moved in togther, and it is regarding the BT internet he has. a while ago, he had internet with bt, and was moving house and cancelledit before the contract was up. then he had over £300 taken out of his account which he was not told about. well anyway, he was told he could have a refund if he renewed the contract to his new house.

so he did. and even though he already had the equipment, and a bt line was in the new flat, he had to pay £120 to be reconnected. he wasnt happy. but he had to do it to get back the money. but instead of finishing the contract, he had to start a whole new one.

anyway, he has had lots and lots of problems trying to get it sorted and trying to get back his money. each call gets passed on to someone else, and to someone else. and he spends min 1.5hrs on the phone to them- even over three hrs.

well 6 months through this new contract, we decided to move in together. he was told he could just transfer it no problem, and made a date for the bt guy to come out (again- even though he now has two sets of equipment and a bt line installed, he has to pay another £120)

the guy came yesterday, so my boyfriend called today to find when the internet is getting switched on, only to be told it isnt set up at all- we have to open ANOTHER 12 month contract, for a line that will give us speeds of 0.5Mb. which is just shocking!

everytime we call up, we get passed from one person to another, spend hours on the phone, to be told different information everytime. and now we are told the line will be rubbish and we have to pay another £120 connection fee, the broadband £25 a month and the line rental for £11.25 a month.

has anyone else had or know of a similar situation? we just want to cancel now because of the expensive service, terrible customer service and the poor poor internet speed. but we know we have many hours on the phone to them yet to come and lots of money to pay them for a service they havent given

sorry this has been long!

dazed

Email:

ian.livingston@bt.com

He is the CEO I had no end of trouble with BT after taking 7 years to build our barn conversion, or rebuild it, and letting BT know 6 months of the moving in date and they said 3 months later we would get a line!!

2 days after I emailed Ian it was sorted

You will get a reply from him and copied in will be the VIP team.

HOPEFULLY.

RFU

Thats bad that they said you can have the money back if you sign up again.

I had problems with BT. I got out of my contract because I was miss sold the product. I was told that With the BT home hub v2, it can be used as a normal phone with the exception that during a power cut I was unable to make 999 calls. This was understandable as the phone ran off a power line. Well, every week or so, the phone would de-register from the hub and you would have to go through the "pairing up" instructions. I searched the net for a solution and was quite amazed that it was a known BT problem and a solution was to be issued before Christmas 2008. This information was also confirmed by a tech support guy. It is now April 2009 and as far as I know, a software solution is still not available. I still cant believe they are still trying to distribute the equipment knowing of the fault. I also had there broadband and found it to be very poor and not "unlimited" as advertised.

I now have a BT phone line, with a plug in the wall phone, Sky broadband ( excellent service and 100% Unlimited with no Fair usage Policy ) and Sky TV. I also pay Sky for my phone calls £5 for unlimited UK landline calls.

Good luck with your problems with BT

BT_company_representative

HI Little Star!

I can check this for you. Please reply to my PM

Anne
BT Support