BT complaints

[Deleted User]

lex2014 wrote: »

I either move with BT and accept their breach of contract through the provision of an inferior service, or I pay them because they are unable to provide the service that they are contracted to administer

BT agreed to provide the service at your old address, not the one you moved to while still in an eighteen month contract. This comes up very often on the forum.

lex2014 wrote: »

I opted to terminate and escalate to the ombudsman and submit an online complaint. BT use the 'communications' ombusman

Since it is you who has broken the contract early, your "escalation" of your "complaint" will be futile. The Ombudsman will reject your complaint in much the same way as the CEO's office and earlier eight different BT call centre staff have already done.

Your complaint is totally without foundation and you will end up having to pay an Early Termination of Contract (ETC) fee.

pen1

lex2014 wrote: »

Best approach - as I shortly received communication from a member of his executive team, who informed me that I either accept an inferior service: copper broadband for an indefinite period (as fibre was not yet available at the new location), a service that I had not signed up for, or pay to terminate my contract.
Fortunately - he also informed me that once they activated my service at my new address, I would be tied in for a further 18 months - something that I was unaware of. .....

If you read the Packaged Services Terms then it seems that BT are correct that you would have to accept a lower level of service where they can't provide what you originally committed to; but I would query (other forum members may have more knowledge/experience of this?) why it would re-contract you for 18 months, because the same term seems to indicate that the contract length would be to the end of the existing minimum term?

23. If you move home and we can't provide either the same level or number of services in your package at your new address, your current package contract will carry on – including any remaining minimum period – but we'll start charging you the monthly package price for whichever new package we are able to move you to.

[Deleted User]

pen1 wrote: »

I would query why it would re-contract you for 18 months, because the same term seems to indicate that the contract length would be to the end of the existing minimum term?

The OP is basically having the service installed at his new address. The contract at his other address has ended.

pen1

In addition to the terms & conditions stating that "any remaining minimum period" applies to the new package that BT are able to move a customer to, BT's Home Move advice also indicates that the term remaining on the existing contract applies (with a minimum of 3 months) to Home Moves:

What will happen to my contract term if I move?

Any term remaining on your existing contract will be transferred to your broadband service at your new address. However, if this term is less than three months, a new three-month term will apply at your new address.

http://bt.custhelp.com/app/answers/detail/a_id/7095/~/what-will-happen-to-my-contract-term-if-i-move%3F

Fibre & Broadband are delivery methods of the same service- "Broadband service terms (including BT Infinity)", according to the BT terms & conditions.

So, I remain of the view that the same terms & conditions that prevent lex2014 from exiting the existing contract penalty-free if he/she refuses a broadband regrade (fibre to copper) during the home move, indicate that the contract length is the remainder of the existing minimum term.

I think that it’s at least worth lex2014 questioning BT’s reasoning as to why an 18 month contract would apply, whereas there is no right to exit penalty free within the existing contract period, if ,as BT have apparently advised, they are able to provide an alternative level of broadband service at the new address.

AmyScott44

Hi

We have been with BT for 3 months now and only went with them because we had to as it was a new build. We have had nothing but problems so far. Do you know if any other companies are likely to buy out our contract with them? Or do you know of a decent complaints contact?

Thanks,

Amy

[Deleted User]

AmyScott44 wrote: »

Do you know if any other companies are likely to buy out our contract with them?

Why would any firm "buy" nine months of a twelve month minimum term?:eek: Where would be their profit?

If you leave, it is you who'll have to pay an Early Termination of Contract fee (ETC) equivalent to the remaining nine months subscription costs.

AmyScott44 wrote: »

do you know of a decent complaints contact?

https://bt.custhelp.com/app/contact

MintoJ

I run my own company and had an office in a local business park. I had signed up for BT Phone and Internet which I paid monthly.

In May this year I was taken ill with a tumor on my Pituitary Gland and had to give up the office. I rang BT and explained that I no longer wanted the Phone and Internet and they gave me a cancellation number. I told them I was no longer at the office and any further correspondence should be sent to my home address ( I had switched my company registered office to my home) this was early July 2014.

I heard nothing more until about September when I got a phone call advising I had not paid my monthly bill. I explained to lady that I no longer had the BT Service and had a cancellation number, which I gave her. She took the number and put the phone down. I have not had any further calls or any mail at all since I notified BT that I no longer had the office and of the change of company address.

This Morning (12 Jan 2015) I get a letter from a debt collection agency threatening to take me to court and get my company a bed name, and also a bill for £320 including an administration fee. The debt collection agency sent the letter to my home address which they must have been given by BT.

I think this is disgraceful and shocking!! Any advice?

alvis_special

We have tried to get broadband from BT. According to them and all other suppliers we should get between 9mbs and 15 mbs speeds, but when the hub arrives we cant get a connection. We have had 4 Openreach engineers at the house and they say we are too far from the cabinet at 3km, which puts out 40mbs. We are the last house on that line, the next pole is from another village. It puts out 8mbs and our neighbour some 400 metres away gets slow broadband, they are 4km from their cabinet. we would have to pay them to change numbers and still not get a service. how can it travel further from one direction with lower speeds than another. We have had BT resolutions dealing with us but they have stopped making contact. My opinion is they dont want to spend money to repair the line. How do you get to someone in BT who cares. We have been waiting on fibre optic becoming available for the past 6 years - still no further forward.

The_Art_Of_Travel

In March 2015 BT called me to say Fibre was now in my area and did I want to upgrade for an extra £5 a month. I was told it will be between 13Mb/s and 19Mb/s when at the time it was 6.8Mb/s on ADSL2 - so I agreed. Ignoring all the issues getting it installed and working, when it did finally work I was told it takes a while to "settle down" and to get back to them within 3 months if not getting the quoted speed. It got to 10Mb/s for a while at the beginning but was very unreliable. Then it went down to 7.5Mb/s for a while and now it has dropped to 5.7Mb/s, i.e. slower than it was before for more money. I have tried raising a complaint online but they did the usual trick of trying to call my home number during working hours and then said they can't contact me and close the case...

(all speeds measured using BT Wholesale speedtest website)

Can someone tell me how to get this problem fixed, i.e. get me the speed BT quoted (13-19Mb/s) or get my 12 month contract with them cancelled because I am tired of paying more for a slower service?

Rgds
graeme

JJ_Egan

Your BT members page and find help then BT community and post your problem as a CS may well pick it up .