BT Cancellation

flissevans

I took up a BT line and broadband service - i called thier call centre on 15th October for the line to be connected and the home hub to be delivered on 20th October when i moved into the new house.
On moving in, i discovered that the tv aerial didn't work, so i needed a tv service aswell.
I connected my home hub and discovered it was really slow, that coupled with needing a tv provider i contacted Virgin Media on the evening of 21st October. Bt were informed of my cancellation there and then - i thought that this would be fine as it was within the first 7 days of the service.
Yesterday, i received a letter from BT saying they are going to charge me for early termination of £253.46!!!
I called their customer services to find out why as i cancelled so early, and i was just passed around 5 different people each time having to explain everything all over again.
Please can i have some advice on this - i had the most basic service bt provided. I obviouslly don't want to pay this and can't see how they can warrant such a high charge.

mrtom21

These charges are warranted and you unfortunately have no other options if you want Virgin Media. You have up until activation to cancel your orders. Once active you are held to term for your full contract if you do decide to cancel. Have you not thought of having Virgin Media just for TV and BT for your line and BB until your BT contracts expire???

bearacus

I know when we cancelled Bt they charged us early termination of contract.
The line rental is based on 12 months but the internet was an 18 month contract.
We cancelled after 11 months so phone was ok but they charged us for the 6 months left on internet contract and it was £91.

flissevans

incidently, the call centre has told me that my 1st bill takes my service to 19th November, but my letter says 30th November. My Broadband seems to have been disconnected today, so am having to use a friends.

mrtom21

Then I guess setting up BT line and BB was a total waste of money for you

flissevans

yep but i also thought that they would have a cooling off period at the start of the service like you get from other decent companies. According to the BT call centre 'BT don't provide this'

caeler

To be fair they do tell you this when you sign up. I signed up about the same time as you and had to sit through them telling me I can only cancel prior to broadband being set up, what fees would be payable, they emailed to tell me too.

Sorry its worked out badly for you.

Incidentally my BB is fast one minute and slow the next, I'm told it will settle down soon!

mrtom21

Yeah give your broadband 10 days it should settle at its most reliable speed.

caeler

mrtom21 wrote: »

Yeah give your broadband 10 days it should settle at its most reliable speed.

Cool. I have big expectations as I live next door to the telephone exchange! I should get something in return for having BT vans constantly zooming past my house!

Sorry for thread hijack!

flissevans

the thing is, as my existing tv aerial doesn't work so i don't have a picture, i need a tv provider and for the 3 items from BT, they are £17 a month dearer than Virgin - unfortunately i wasn't aware that i needed a tv service provider until i moved in and unpacked and plugged in my tv.

macman

Wouldn't it have been more economic just to get your aerial fixed?-about half what you're paying in cancellation fees for a new one! BT incurred all the upfront expense of connecting you so you can't expect to cancel after a few weeks without penalty.