Free BT installation deal discussion

lauzjp

woohoo, just after typing on here - *!!!!!!!* an agent appeared in a bubble! so I'm all signed up now, awaiting a call within 72hrs to confirm and then arrange a date. Assuming I pass credit check. I'm optimistic, as I got a 3 mobile dongle a few months ago... cross your fingers for me!

lauzjp

am not a happy bunny. OK so bt were helpful, and wow someone phoned me back a few minutes ago, but only to tell me that because there hasn't been a connection at this address for over 3 months (actually it's never had a sign of a bt line since I've lived here and that's 9 years!) there would be a charge of £120 :shocked: for an engineer to come out. So I had to say no can do.

cifpower

That's bull. There is no BT connection at my house (I have lived here for a year) and I got the free install

Heinz

lauzjp wrote: »

am not a happy bunny. OK so bt were helpful, and wow someone phoned me back a few minutes ago, but only to tell me that because there hasn't been a connection at this address for over 3 months (actually it's never had a sign of a bt line since I've lived here and that's 9 years!) there would be a charge of £120 :shocked: for an engineer to come out. So I had to say no can do.

This is getting ridiculous. Do BT train any of their personnel?

The free installation offer is available to everyone regardless of the status of the line which is or is not already in the property concerned.

Phone again and ask to be put through to the COT (Customer Options Team). They appear to know about their own company's current offer.

http://www.serviceview.bt.com/list/p...workImpl337855

lauzjp

thanks Heinz + cifpower, I will phone them tomorrow wen I pluck up the courage!

lauzjp

sorry to hog the thread atm, but I went back to bt site to ask if it was true that I would be charged.. and the person I spoke to said that 08000285085 isn't a bt number???

If this is true, how did they get my details and knowledge of what I'd only talked to bt about? :eek:

lauzjp

ok incase anyone is still reading this thread -

phoned that 0800100444 no. and lady there was also bemused and has done another order, which should cancel out the other one, if it still stands.

Anyway, as I have such a rubbish credit score I have to pay £50 deposit which I'll get back in 6 months if we're good. That's still a lot better than £120!

gemzie1210

PrincessPeach wrote: »

Just called the number and spoke to a very helpful bloke who said that the install was free and I'm in a new build and even then no need to pay but its subject to an 18 month contact.

Now its just my broadband to sort out

Bit of a long shot here but if you have a pay as you go o2 mobile phone, ring up and say your going to leave the network and they will off er u up to 20meg broadband, unlimited internet for just £2.50 for 12 months hope this helps you a little. Ragards Gemma.:A

gemzie1210

cactuskate wrote: »

Hope this isn't off the subject a bit but -

I'm moving into a new build shortly with my fiance, I was renting before and didn't have any phone/internet subscription - he had his own place with BT Broadband (option 1).

A few months ago he phoned up to cancel his BT service - he was outside any minimum period and there would have been no penalty charge etc. The plan was to save as much as possible on monthly bills in anticipation of making the big move.

The BT rep on the phone asked why he was cancelling and he explained that firstly we were planning to move in together in the coming months and secondly that we wanted to save some money in the short term.

He was told that if he cancelled his account, when we moved we would have to pay a connection fee of over £100 to begin line rental again. He was told that if he stayed with BT he could keep the same account when he moved, and it would be a case of moving the phone, internet router etc to the new property and there would be no connection fee (and he could keep his phone number). The rep also reduced the tariff of the broadband and apparently improved the speed of the service as an incentive not to cancel the account.

He did not ask where we were proposing to move to, or whether we were proposing to move to a ‘new build’ house. He didn’t warn that there might be any possibility that where, depending on the location or age of the new house, we might have to pay a connection fee.

Based on the incentives offered, and (most importantly) the fact that we could easily move the account to our new house with no charge, as quoted by the BT rep he agreed to enter into a new contract.

It was pointed out that there would be a minimum length contract, but again, based on the information the BT rep gave him we felt that this was worth it.

So he phoned BT at the weekend to move the account, anticipating that everything would go as smoothly had been described by the BT rep three months ago. However he was advised that there would be a £130 connection fee as there has never been a connection in the house before. He has also been told that he is tied in to the contract that he agreed, and in addition that we would only be able to receive an internet speed of 0.25MB, despite one of the incentives of the new contract being much improved speed.

My first instinct is that the contract was entered into on foot of a misrepresentation on the part of BT because an assurance was given that there would be no connection fee. It seems so unfair that we were advised that it would be better value to enter into a contract then it turns out that it is in fact more expensive in terms of the connection fee quoted and in addition we are now tied into a contract for 18 months!

I would really prefer not to get into a lengthy battle with BT about this matter and any advice about how to approach this problem would be greatly appreciated.

Thanks in advance. First post from me so apologies if I'm going overboard here.

Any information that is given to you by a company before entering into a contract with them, has to be correct, if you know the date, time, person you spoke to etc. contact customer complaints and track the call whatever you have agreed to they SHOULD have to abide by. Dont hold me to this but i used to work in a call centre handling complaints and this was our procedure as we were governed by the fsa.

BT_company_representative

Hello cactuskate,

As (the ever knowledgeble) Heinz has said, you can sign up to the free connection offer if you currently are not in a special offer/deal for your landline, and that will get round the problem of incurring a connection fee.

Have you already placed an order for the home move?

Cheers,

Stephanie
BT Support