Advice needed! BT screw up line disconnection

Sirkent

Hi everyone,

I'm moving to a new place in a couple of weeks, so on Saturday I called BT to cancel the phone line as I'm going for a new installation with another company in the new flat. I started the call by asking if the line could be cancelled on May 13th. The representative said that yes, this was fine, but there would be a cancellation charge (roughly £45) as apparently I had signed up for a 12 month contract in November.

I couldn't remember signing up to a 12-month contract and it seemed a ridiculous thing for me to do, as the rental contract on the house I'm leaving runs until May. Still, I checked the account and sure enough it seems that changing my calling plan had resulted in a 12-month contract. I do not remember that being obvious when I changed the calling plan so I was not happy at this point, decided I would write a letter to see what I could do and went ahead with the cancellation of the phone line on 13th May. Annoyingly, the online statements hide the mention of the 12-months inside the 'calling plan' page - which I don't tend to look at - I look at the cost of calls like most people. I don't remember BT sending me a letter informing me of the contract or agreeing to it.

So roll around to Monday night (yesterday). I get home from work and continue the fun of "let's phone some more companies and tell them I'm moving". However none of the phone numbers work. Even calling 150 (BT customer support) doesn't work. So, on my mobile, I call up BT. The pleasant lady I talked to said my account still appeared to be active and that the line should be working, but all tests indicate the line has been closed. She talks to someone in another department but apparently they can't re-establish the service without me taking out another 12-month contract. She says there is nothing that can be done.

I ask for recompense and am put through to another department. The gentleman I talk to tells me the computer says that another company has taken over the phone line. I tell him that this is probably wrong and that the timing seems more than a coincidence. I'm moving out of the property and have not asked another company to take it over. He tells me he cannot see any further details but that "the computer cannot be wrong" (hilarious). At this point, having been on the phone for 20 minutes, I ask to be put through to someone who can argue with the computer (because this man did not have the power to) and am put on hold for 10 minutes until 9pm, when they close their telephone lines and cut me off.

Is it worth me calling them back? Should I just write to them? Can I claim back the £45 seeing as BT have cancelled the service before I wanted them to? What, in short, can I do?

Many thanks,

Karl

sevenupcan

As annoying as it sounds I would give them one last call. If they claim there is nothing they can do then make a formal complaint. Details of how to do this should be on the back of your phone bill (if you have one) or ask the customer service staff how to do this.

When he said "the computer cannot be wrong" was he going on the assumption that humans no longer have to interface with computers and that they think for themselves? (makes me laugh when they say stuff like that. The customer is always right, surely!)

Buzby

You took advantage of the calling plan that provided discounted calls over the standard tariff, this was part of the 'carrot and stick' promotion firms are using these days. You got the carrot (reduced price calls). The stick, is that you have a contract lock-in for 12 months. (As I recall, it is a ROLLING commitment, so each year it will always reset to 12 months).

You don't 'sign up' to it - you request the tariff, and accept the T&C's that apply. It doesn't really matter if you haven't read them, this omission isn't really BT's problem. Since this tariff was introduced, BT have clearly stated the 'gotcha's' and as I feel they are unreasonable, I chose NOT to go with it.

Now, why should you, who have taken advantage of the discounts provided, be allowed to walk away from the lock-in, whilst I pay the dull price because I don't want this restriction on my account?

What a 'formal complaint' will do eludes me - why not see out the agreed term and THEN switch at no cost? That's the most obvious solution.

Pssst

The machinations of BT are as lengthy and as mysterious as a railway timetable.

Have you ever checked out the BT price list? Phew... It makes booking a day return to Clacton seem a positive breeze.

Sirkent

Buzby wrote: »

Now, why should you, who have taken advantage of the discounts provided, be allowed to walk away from the lock-in, whilst I pay the dull price because I don't want this restriction on my account?

Thanks for replying, but it looks like you didn't read my post properly. While I'm annoyed about unwittingly signing up to a 12-month clause, it was more the fact that it was badly presented and not obvious. Seeing out the agreed term would also be more expensive. However, that isn't really what I'm complaining about. BT cancelled the service 2 weeks earlier than I requested and now they can't re-establish it.

So I've paid for 2 weeks and won't receive it. Surely there should be some recompense for their mistake? It's now impossible for me to see out the agreed term.

BT_company_representative

Hi Sirkent,

This shouldnt happen. Ill be happy to look into it. Ill PM you as Ill need specific info to investigate.

Cheers

David

BT Support

Pssst

Hi BT person...i wonder if you could clarify?

If a customer has an old style master socket and wishes to have it replaced with the newer type with removable lower half, will BT charge for this? If so how much ?

The mega price list refers to regularisation of master socket/illicit connection £25 plus vat. Is there a cost code for this service as if you ring BT,many operators quote different rates.

See bottom of this page !
http://www.serviceview.bt.com/list/Public/current/Exch_Lines_boo/0002_d0e63.htm

BT_company_representative

Hi Sirkent,

The line will be working on friday. Glad I was speaking to you. Ill also arrange the cancellation for the 13th. Anything else just drop me a message.

Cheers

David

BT_company_representative

Hi Pssst,

It would depend which system your on. I can find out for you if you drop me a PM Ill check. Mark it FOA david and Ill get right back to you.

Cheers

David

Sirkent

Thanks David for looking into this and coming up with a satisfactory resolution. It's a shame that I couldn't resolve it by calling up BT normally, but this has restored some faith in BT.