Advice on BT please!!

boo80

My Aunty was widowed last year and phoned BT to let them know and to take my Uncles name off the bill. She has recently tried to cancel her BT line and move to Sky, but BT have said that as she changed the details of the account she effectively signed up for another 18 month contract and now won't let her cancel or pay to get out of the contract. Surely this can't be right??? Any help/advice would be greatly appreciated

ivinsp

Did she just actually tell BT that your uncle had passed away or just that she wanted to take over the account?

if a customer has passed away then the account name should be changed over but if she has only said that she wants to take over an account she is classed as a new customer

best to speak to 150 and advise them that it was a bereavement and not a new account

Hope that makes sense

jhp

Bts minimum term if you take over an existing working line is normally only 12 months.If she did enter a contract 12 or 18 months she can cancel it subject to a early cancellation fee.

boo80

Thanks for that. I'm pretty sure she told them he'd passed away but will give her a call later and check. When my Aunty phoned she offered to pay a cancellation fee and they wouldn't accept it, just kept telling her she was tied in for 18 months

billsavings

boo80 wrote: »

Thanks for that. I'm pretty sure she told them he'd passed away but will give her a call later and check. When my Aunty phoned she offered to pay a cancellation fee and they wouldn't accept it, just kept telling her she was tied in for 18 months

For an 18 month contract they must have put on some sort of special offer. What call plan is she on ?

12 or 18 month she can definitely cancel early subject to cancellation fee.

Hopefully BT support will visit soon and offer to assist you.:D

boo80

Thanks. She is on evening and weekend free calls, £40 pm. It was my uncles name on the bill, when he passed away she called BT to let them know and they cancelled the line(!!) instead of changing it over to her name. Now they are saying she is tied into it for 18 months, I guess they are treating her like a new customer as she changed the name on the account, even though she has been with them for years and years

iniltous

I presume at £40/month 18month contract you are talking about is line and broadband and call charges (to get to £40/month), not just landline as BT dont have any 18 month line contracts and must be the unlimited broadband option 3
If your aunt is prepared to pay a cancellation charge then BT cannot hold her against her will
Sky charges would be TV (minimum £16.50, you have to take TV to be a Sky customer ) line rental £10 and Sky broadband mid £5 (if taking Sky talk and being in a Sky network area) plus call charges so would be about £36.50/month plus any set up charges

staffie1

boo80 wrote: »

Thanks for that. I'm pretty sure she told them he'd passed away but will give her a call later and check. When my Aunty phoned she offered to pay a cancellation fee and they wouldn't accept it, just kept telling her she was tied in for 18 months

This is what I hate about big corporations and the bully-boy tactics they use against the "little person".

They are in no position to refuse the cancellation fee. If it says in the contact that if the customer wants to terminate the relationship within the contracted period they must pay a cancellation fee, then they must accept it and agree. Anything else would be breach of contract.

Myatt

If bt have entered your aunty into another contract against her will ,then after writing to bt(you need to prove correspondence so keep any copies as proof),if you have no joy,write &complain to the telephone ombudsman

BT_company_representative

Hi boo80,

I am sorry to hear of the problems that your aunt is having with BT. I am sure that I will be able to help. I have sent you a PM with my contact details. I look forward to your reply.

Cheers
Sean
BT Support

boo80

Many thanks for all the replys. I've passed your message on to my Aunty thanks Sean, she'll email you herself as she'll be able to give you more details than I can. Boo.x